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Sadly not all purchases are going to be perfect. As much as we try some packages are not going to arrive perfectly; knowing that we offer a 30 day return policy. Please See Reseller Returns for Customers Deemed as Resellers
Unopened and unused items are able to be returned within 30 days. The packaging must be in the same condition as when initially received.
Opened items are not eligible for returns. this includes:
- Items that have been opened or removed from the packaging
- Items that have visible indications that the packaged has been opened
- Opened cases that are no longer factory sealed
Clothing and Apparel
Used or worn clothing, apparel, and accessories may not be returned.
Damaged and Defective Items
Any defective item or item damaged in transit can be exchanged for a replacement of the same item (or a replacement part depending on the issue). Store credit Can also be issued on level of the damage of the item. Requests must be sent to us within 30 days of receiving your order. If the item is no longer available, we will be happy to issue a refund.
We may request that you e-mail a picture of your broken or defective item to help us determine what exactly is wrong and if a replacement part would be helpful.
The following issues do not qualify as a defective product:
- Minor cosmetic paint issues
- Package condition
How to Return an Item
Please contact Customer Service to receive authorization for your return so that the item(s) can be accepted. Any returns without authorization will be delayed and possibly not be eligible for a refund. Customer service may be reached by:
- Email: Support@usagundamstore.com
- Phone: (386) 317-5112 (9:00 AM to 4:00 PM EST Monday through Friday)
Return Shipping - Domestic Customers
If the return is due to our error or a damaged or defective product, we will cover any return shipping fees as long as the return is completed through a USAGS return option (a prepaid label provided by us). If you choose a self-return option (a carrier or service of your choice) you will pay the cost charged by the carrier selected and will not be reimbursed. We are not responsible for any lost or damaged packages through a self-return option.
If the return is for any other reason, we will not pay for the return shipping fees and you will be responsible for all shipping costs without reimbursement. We are not responsible for any lost or damaged packages returned to us.
Return Shipping – International Customers
If the return is due to our error or a damaged or defective product, we will issue store credit for what it would reasonably cost to ship the item back to us using a cost-efficient method. You will be responsible for shipping the item(s) back and paying for the actual shipping fees.
How to Prepare Your Item for Return Shipping
Please pack the item in an appropriate-sized shipping box and use bubble wrap or other fill to adequately protect the item. Please do not ever place the shipping label directly on the item to return it as this results in a partial or no refund. If the item is damaged in transit or received in less-than-original condition due to poor packaging your refund will be less.
Refunds on returns are issued after the product has been received and processed. Refunds are in the original form of payment. In cases where this is not possible, store credit will be issued.
You may view your account to check a refund status. Once we issue your refund there may be a delay for these funds to show in your account:
- Credit Cards: Typically 3-5 business days
- PayPal: Depends on your PayPal original source of payment. PayPal states up to 30 days.
- Store credit: Available immediately
Refused and Undeliverable Shipments
A refused shipment will be treated as a return and any return costs will be deducted from the refund.
If a shipment is returned to us as undeliverable due to an error on your part (such as incorrect address or not home), we will contact you to reship the package; any return and reshipping costs are due before the package is reshipped. Re-shipments for domestic customers may not be elligible for Flat Rate Shipping.
International customers will be responsible for any additional fees, duties, or taxes for refused or undeliverable shipments. If customs disposes your shipment for any reason, no refunds will be issued for product or shipping.
We typically do not assess restocking fees but reserve the right to do so in some situations:
- Returned shipment contains missing, damaged, or opened items
- Merchandise inspected by Customs
- The return was received after the 30 day return window
Our Customer Service team will contact you with any general concerns prior to issuing a refund.
Sellers Deemed to be Resellers
If you order more that 5 of an item and have multiple orders with this same activity. You will be classified as a reseller.
Resellers have 7 days from arrival of product to request a return and refund after that time no refund or return will be granted.
All other return policies mention above will be in effect as normal
Are you tired of missing releases of highly sought after collectibles and toys that have sold out? Pre-ordering products helps you avoid this frustration and makes the process a hassle-free and enjoyable experience!
Once a manufacturer announces a new item and gives us the ok to publish, we will list it for presale with an estimated arrival date. A Pre-Order means we are taking advanced orders for the item. It has either not been released or has not yet arrived at our warehouse.
Pre-order Arrival Dates
Every product on pre-order lists has an estimated arrival month. Our product team is in constant contact with all of the different vendors we work with to try to obtain the most up to date information as possible. Once we are told something has changed, we will update the listings.
We would all like pre-orders to show up within the expected time frame, but unfortunately the toy and collectable industry can have some delays. The expected arrival date is an estimate; there are no guarantees for exactly when pre-ordered products will arrive. No compensation can be given for pre-orders that arrive late. We don't recommend pre-ordering products as gifts or for special occasions that are time sensitive due to the possibility of delays.
What does it mean when it says Quarter arrival?
This is the estimate of arrival for a preorder item. This means the item is expected within a window of arrival and an exact month is not yet available. Here's a break down of each quarter and what it consists of:
Quarter 1 is January - March
Quarter 2 is April - June
Quarter 3 is July - September
Quarter 4 is October - December
You can cancel most pre-orders at any time prior to their arrival at our warehouse. All of this can be done by contacting our support team at Support@usagundamstore.com. in most cases there is a 5% fee to cancel a pre-order item or no fee for store credit.
We are on a live payment checkout meaning that orders are charged at time of purchase.
When possible we will send out notification that a pre-order is arriving soon. This will allow you to review your shipping address, and shipping information before your order is processed.
Please note we are unable to do this for all products; we are dependent on how much notification our vendors give us prior to shipping.
Due to the nature of pre-orders, pricing may sometimes change after we list the product for presale.
If the price is reduced and your item is still on pre-order, your price will be adjusted so you receive the lowest price.
In rare circumstances, mandatory price changes may happen to a pre-order. This could occur when we receive a solicitation from a vendor with a pricing error or when product import tariffs are assessed by the United States government. In the event that the price increases, we will notify affected customers. As always you are free to cancel your pre-order at any time.
We work hard to fill every pre-order we take, but occasionally a situation may be out of our control. If we cannot fill your pre-order, we will contact you and give options and estimated arrival. if you wish to cancel it there will be no cancellation fee for this.