Frequently Asked Questions
First Time Buyers
Resin and polystone statues are inherently fragile works of art. Despite careful packaging by studios, minor issues may occur during production or shipping, including small chips, paint scratches, touch-up marks, or slightly loose parts. These are considered normal characteristics of hand-crafted collectibles and are not covered under our after-sales policy.
Collecting resin statues requires acceptance of these possibilities. If you cannot accept any potential imperfections, please consider carefully before ordering. For a full breakdown of what is and is not covered, see our Return & Refund Policy.
We carry both. Many items are available as pre-orders, where you secure your piece before production is complete. We also carry in-stock items that are available for immediate purchase and dispatch.
Due to the nature of collectible inventory, we recommend contacting us via WhatsApp or email to confirm in-stock availability before placing an in-stock order, as quantities can be limited.
Early Bird โ The pre-order window is open and you are ordering during the earliest phase. Early Bird slots are limited and may include preferential pricing or exclusive bonuses. Once Early Bird allocation is filled, the status moves to standard Pre-Order.
Pre-Order โ The standard pre-order window is open. You can still secure your piece, but Early Bird bonuses may no longer apply.
Both statuses mean the item has not yet been produced. Your deposit secures your allocation, with the balance due when the item arrives at our warehouse. For a full breakdown of all product statuses, visit our First-Time Buyer’s Guide.
Because collectible statues are made to order, the exact dimensions and weight of each piece are unknown until production is complete and the item arrives at our warehouse. Shipping costs are calculated based on actual or volumetric weight, whichever is greater, plus your destination country or region.
Once your item arrives, we will weigh and measure it and send you a shipping invoice with all available methods, costs, and delivery estimates for you to choose from.
Yes. We partner with major international logistics providers and ship to virtually any location worldwide. If a product is available for pre-order or purchase on our site, we can ship it to you. Any destination-specific restrictions will be noted on the product page.
Rare statues are difficult to reorder once a production run has closed. However, we can search the secondary market for availability โ pre-owned but well-maintained items. We will provide full details on condition and pricing, and the decision is yours.
Once a secondary market piece is received at our warehouse, we will inspect, photograph, and confirm the product condition before dispatching to you. Please contact us directly to inquire.
No. All prices on our site are listed in USD and do not include import duties or local taxes. Whether duties are included in your shipment depends on the shipping method you choose โ some methods include duties in the shipping cost, while others require you to handle customs clearance independently.
Your shipping invoice will clearly state whether duties are included for your selected method and destination. See our Shipping Policy for a full breakdown by method.
Payment Plans
| Plan | Structure | Total Cost |
|---|---|---|
| Payment Plan 1 | 30% deposit at checkout + 70% balance when ready to ship | 100% |
| Payment Plan 2 | 5% deposit at checkout + 20% monthly for 5 months | 105% (includes 5% processing fee) |
Shipping costs are not included and will be invoiced separately once your item arrives at our warehouse.
Contact our support team before balance invoicing to discuss any adjustments. Changes may not always be possible depending on the current status of your order.
We accept PayPal, Google Pay, and Apple Pay. All payments are processed securely via these third-party gateways. We do not store full payment details on our servers.
All prices are listed in USD. Your bank or PayPal may charge foreign exchange fees when converting to your local currency. The final amount in your local currency depends on your provider’s exchange rate at the time of payment. Collector Figures does not charge any additional currency conversion fees.
Orders & Pre-Orders
You will receive a confirmation email immediately after placing your order. If you do not see it within a few minutes, please check your spam or junk folder. If it still cannot be found, contact our support team to verify your order status.
If your order number returns no results in our system, this may be related to a previous server migration or system upgrade. Please log in to your account and navigate to the Orders section โ your order will be listed there with an updated reference number. Reply to our team with the new number and we will locate your order immediately.
If you are still unable to find your order after logging in, contact us at support@collectorfigures.com with your name and original payment details.
The balance is the remaining amount owed after your initial deposit. When your item arrives at our warehouse, we will contact you to arrange balance payment along with a shipping invoice. Your item will be dispatched once both the balance and shipping fee have been paid.
ETAs depend entirely on the production schedules of third-party studios. Delays are common in the collectibles industry due to the complexity of hand-crafted manufacturing. We share the latest timeline as soon as we receive updates from the manufacturer. Collector Figures is not responsible for production delays, and cancellations due to delays cannot be accepted per our Pre-Order Policy.
This is typically caused by an automatic system update triggered when the original estimated release date passes. The status change does not always reflect that the item has physically arrived at our warehouse โ it may still be in production or in transit to us.
If you see this and have not received a balance invoice from us, there is no action required on your part. We will contact you via email or WhatsApp as soon as your item actually arrives and is ready for dispatch.
After receiving your balance payment notification, you must respond within 30 days. If you fail to respond to any communication within this period, your account will be considered lost contact and Collector Figures reserves the right to dispose of the pre-order. All payments already submitted to the studio are non-refundable.
Please keep your contact details up to date. If you anticipate being unavailable, contact us in advance to make alternative arrangements.
If the manufacturer cancels production or a pre-order fails due to reasons beyond our control (e.g., studio closure, production failure), you will receive a full refund of all payments made. Any points earned from the order will not be deducted.
Cancellations
Payment Plan 1:
| Timeframe | Refund |
|---|---|
| Within 24 hours of payment confirmation | Full refund minus payment processing fee (4.4% + $0.30) |
| After 24 hours | Deposit is non-refundable |
Payment Plan 2:
| Scenario | Refund |
|---|---|
| Within 24 hours of initial payment | Initial 5% deposit refunded minus processing fee (4.4% + $0.30). Remaining installments cancelled. |
| After 24 hours โ total paid โค 30% of product price | All payments made are non-refundable. Remaining installments cancelled. |
| After 24 hours โ total paid > 30% of product price | Amounts up to 30% are non-refundable. Any amount paid beyond 30% is refunded minus a 5% processing fee on the refunded portion. Remaining installments cancelled. |
The 24-hour cancellation window begins from the moment of payment confirmation, not from the time the order was placed.
| Timeframe | Refund |
|---|---|
| Within 24 hours of payment confirmation | Refund minus payment processing fee (4.4% + $0.30) |
| After 24 hours | Cancellation not accepted โ order processing has begun |
We recommend contacting us to confirm in-stock availability before placing an order to avoid any issues.
No. Pre-order items are produced by third-party studios, and actual completion times are determined entirely by the manufacturer. Collector Figures is not responsible for production delays, and cancellation requests due to delays will not be accepted per our Pre-Order Policy.
Returns & Refunds
Contact us within 72 hours of delivery with the following:
- Complete, continuous unboxing video โ from the sealed outer box through all internal packaging to final product inspection
- Clear photos of the package exterior and interior
- Clear photos of the damaged product
The unboxing video is mandatory. Without complete video evidence, carriers may deny claims and we may be unable to assist with compensation.
We classify product issues into two categories:
Category A โ Minor Imperfections (Not eligible)
- Slight paint inconsistencies, small scratches, minor color variations
- Manufacturing tolerances within studio standards
- Subjective dissatisfaction (personal preferences on color, size, proportions)
- Customer-caused damage (improper handling, assembly, or modification)
Category B โ Major Damage (Eligible for support)
- Severe structural damage affecting the statue’s integrity
- Major breakage, missing core components, or deformation
- Damage preventing the statue from being displayed as intended
| Damage Level | Resolution |
|---|---|
| Severe damage โ unable to assemble or display | Full refund |
| Significant defects โ affects appearance but can be assembled | Replacement parts or free repair |
| Minor imperfections | Not covered |
For shipping-related damage, return shipping and replacement part delivery are covered by Collector Figures. Availability of replacement parts depends on the studio and is not guaranteed.
No. Resin statues and collectible figures are final sale once shipped. We do not accept returns for change of mind, buyer’s remorse, or minor imperfections that fall under Category A.
| Step | Timeframe |
|---|---|
| Review | 2โ3 business days |
| Refund processing | Depends on your bank or payment provider |
If your package is confirmed lost during transit, we will process a refund or replacement in accordance with our Return & Refund Policy. If you purchased shipping insurance, claims will be filed with the carrier on your behalf.
Shipping & Delivery
| Method | Estimated Delivery | Duties & Taxes |
|---|---|---|
| Express (UPS / DHL / FedEx) | 4โ7 days | Not included |
| Dedicated Air Line | 7โ12 days | Included* |
| Sea Freight + Express | 18โ25 days | Included |
| Sea Freight + Truck | 25โ30 days | Included |
| Land Transport (Train) | 30โ45 days | Not included |
*Dedicated Air Line duties may not be included for some European and South American countries. Your shipping invoice will specify this for your destination.
A tracking number will be sent to your email after your order is dispatched. How tracking works depends on your shipping method:
Express (UPS / DHL / FedEx) and Dedicated Air Line: Tracking updates in real time from dispatch. If your tracking number is not updating within 24โ48 hours of dispatch, contact us and we will check the status on our end.
Sea Freight methods: We provide the destination country’s last-mile tracking number. Tracking information will not update during ocean transit โ this is normal. Updates will begin after your shipment clears customs in your country. You can also visit our Track Your Order page at any time.
Shipping is calculated based on the greater of actual weight or volumetric weight, plus your destination country or region. Final costs are determined after your item arrives at our warehouse and has been measured. We will send you a full shipping invoice with all available options before any payment is required.
Shipping quotes are valid for 7 days. After expiration, quotes may need to be recalculated based on current carrier rates.
Yes. You can consolidate multiple pre-orders, or a combination of pre-orders and in-stock items, into a single shipment. Requirements:
- Same recipient name
- Same shipping address
There is no consolidation fee. Shipping will be recalculated based on optimal combined packaging. Storage fees apply for items waiting beyond the 7-day free period, capped at 10% of the product price for items awaiting consolidation. Items held for consolidation are exempt from the 30-day disposal rule.
| Period | Fee |
|---|---|
| First 7 days from warehouse arrival | Free |
| Day 8 onward | 1% of product price per day, per item |
| Maximum standard storage period | 30 days |
| Consolidation storage cap | 10% of product price |
If you fail to arrange shipping and do not respond to our communications within 30 days, we reserve the right to dispose of the product. All payments made are non-refundable.
Yes. Shipping insurance is optional but strongly recommended for high-value items.
| Full insurance rate | 5% of product value |
| Cost sharing | 50% Collector Figures / 50% customer |
| Your cost | 2.5% of product value |
- Before shipping: Contact us as soon as possible and we will update your address.
- After shipping: Address changes may not be possible or may incur additional carrier fees.
All deliveries require an in-person signature upon receipt. If delivery fails because no one is available to sign and the package is returned to sender, all additional costs โ return shipping, re-delivery, and any storage โ are the customer’s responsibility.
Yes. Chinese public holidays โ including Chinese New Year and National Day โ may affect warehouse operations and shipping schedules. We will notify customers of any expected delays during these periods in advance.
Customs & Duties
For shipping methods that do not include duties (Express and Land Transport), you are responsible for customs clearance and any applicable duties or taxes in your country. This will be clearly stated on your shipping invoice before you confirm your method.
For methods that include duties (Dedicated Air Line, Sea Freight + Express, Sea Freight + Truck), duties are pre-paid or handled by our logistics partner. Note that Dedicated Air Line duties may not be included for some European and South American destinations โ your invoice will specify this.
If customs clearance fails due to unpaid duties or incomplete documentation, and the package is returned or destroyed as a result, all costs and losses are borne by the buyer. Collector Figures is not responsible for customs failures caused by the recipient’s failure to act.
If your package is seized by customs authorities, you will typically receive a notification from your local customs office outlining the reason and any actions required. In most cases, seizures occur due to unpaid duties, prohibited import categories, or documentation issues.
Contact us immediately if this happens. We will assist where possible, but all costs, fines, and losses resulting from customs seizure are ultimately the responsibility of the recipient. We strongly recommend selecting a shipping method that includes duties if you are unfamiliar with your country’s import regulations.
Yes. The following regions are known to have more complex import requirements. Please ensure you have prior import experience and can independently manage customs clearance before placing an order:
- Parts of Europe
- Indonesia
- South America / Latin America
- Middle East
- Africa
Disputes & Chargebacks
Contact our support team directly via WhatsApp or email before initiating any payment dispute or PayPal claim. Most issues โ including damage, delays, and missing items โ can be resolved quickly and fairly when communicated directly with us.
Please have your order number ready when you contact us for the fastest response.
| Action | Consequence |
|---|---|
| Opening a dispute without contacting us | Account will be permanently restricted |
| Impact on resolution | Eliminates our ability to offer flexible solutions such as replacement parts, repair assistance, or negotiated refunds |
| Case handling | Transferred entirely to third-party platforms where outcomes follow platform rules only |
We are always committed to finding a fair resolution. Contacting us first gives us the opportunity to resolve the issue directly, often more quickly and with more flexibility than a platform dispute allows.
Account & Support
- Email: support@collectorfigures.com
- WhatsApp: Click to chat
Please include your order number in your message for faster assistance.
- Email: Typically within 24 hours on business days
- WhatsApp: Often faster during working hours
During peak release periods or Chinese public holidays, response times may be longer. We will always reply as promptly as possible.
No. All orders are non-transferable. We will only ship to the address provided at checkout. Ownership or rights to an order cannot be transferred to another person.
For full details on how to earn and use points, visit our Points & Rewards page.