Questions & Answers
Effective Date: January 1, 2026
🆕 FIRST TIME BUYER GUIDE
What should I know about resin statues before ordering?
Resin is inherently fragile works of art. Despite careful packaging by studios, minor issues may occur during shipping, including small chips, paint scratches, or loose parts. Collecting resin statues requires acceptance of these possibilities. If you cannot accept any potential imperfections, please consider carefully before ordering.
Why is shipping paid separately?
Due to the nature of collectible statues, exact weight and dimensions are unknown until the product is manufactured and arrives at our warehouse. Once your item arrives, we will weigh and measure it, then send you a shipping invoice with available methods and costs.
Do you offer worldwide shipping?
Yes! We partner with major global 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.
The statue I want has already been released. Can I still buy it?
Rare statues are difficult to reorder. However, we can search the secondary market for availability (pre-owned but well-maintained items). We'll provide details on condition and pricing—the decision is yours. Once received at our warehouse, we'll inspect, photograph, and confirm the product condition before shipping.
💳 PAYMENT PLANS
What payment options are available for pre-orders?
We offer two payment plans:
| Plan | Structure | Total Cost |
|---|---|---|
| Payment Plan 1 | 30% deposit + 70% balance when ready to ship | 100% |
| Payment Plan 2 | 5% deposit + 20% monthly for 5 months | 105% (includes 5% processing fee) |
Can I switch between payment plans after ordering?
Contact support before balance invoicing to discuss adjustments. Changes may not always be possible depending on order status.
What payment methods do you accept?
We accept PayPal, Google Pay, and Apple Pay. Alternative payment methods may be available upon request—contact support for details.
Are there currency conversion fees?
Your bank or PayPal may charge foreign exchange fees. The final amount in your local currency depends on your provider's exchange rate.
📦 ORDERS & PRE-ORDERS
How do I confirm my pre-order is successful?
You'll receive a confirmation email immediately after placing the order. If you don't see it within a few minutes (check spam/junk folders), contact support to verify.
What is the "Balance" on a pre-order?
The balance is the remaining amount after your deposit. When your item arrives at our warehouse, we'll notify you to pay the balance plus shipping fees before dispatch.
Why does the estimated release date (ETA) change?
ETAs depend entirely on studio production schedules. We share the latest timeline as soon as we receive updates from the manufacturer. Collector Figures is not responsible for production delays.
What happens if I don't respond to balance payment notifications?
After receiving balance payment notification, you must respond within 30 days. If you fail to respond to any communication within 30 days, 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.
What happens if the studio cancels production?
If the manufacturer cancels production or the pre-order fails due to reasons beyond our control, you will receive a full refund of all payments made. Any points earned from the order will not be deducted.
❌ CANCELLATIONS
Can I cancel a pre-order?
| Timeframe | Refund |
|---|---|
| Within 24 hours of payment confirmation | Full refund |
| After 24 hours | Deposit is non-refundable |
Payment Plan 2 Cancellation: All payments made are non-refundable, capped at 30% of the product price. Remaining unpaid installments will be cancelled.
Note: All cancellations are subject to a non-refundable payment processing fee (approximately 4.4% + $0.30 per transaction).
Can I cancel an in-stock order?
| Timeframe | Refund |
|---|---|
| Within 24 hours of payment confirmation | Refund minus processing fee (4.4% + $0.30) |
| After 24 hours | Cancellation not accepted (order processing has begun) |
Tip: We recommend contacting customer service to confirm stock availability before placing an in-stock order.
Can I cancel due to production delays?
No. Pre-order items are produced by third-party studios, and actual completion times are determined entirely by the studio. Cancellation requests due to delays will not be accepted.
🔄 RETURNS & REFUNDS
What if my statue arrives damaged?
Contact us within 72 hours of delivery with:
- Clear photos of the package and damage
- Complete, continuous unboxing video (from sealed outer box through all packaging to final product inspection)
⚠️ Without complete video evidence, carriers may deny claims and we may be unable to assist with compensation.
What counts as "damage" eligible for after-sales support?
We classify issues into two categories:
Category A: 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, modification)
Category B: Major Damage (Eligible for support)
- Severe structural damage affecting integrity
- Major breakage, missing core components, deformation
- Damage preventing the statue from being displayed as intended
What are the compensation options for major damage?
| Damage Level | Resolution |
|---|---|
| Severe damage (unable to assemble/display) | Full refund |
| Significant defects (affects appearance but can be assembled) | Replacement parts or free repair |
| Minor imperfections | Not covered |
Can I return an item if I change my mind?
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 (Category A).
How long does a refund take?
| Step | Timeframe |
|---|---|
| Review | 2-3 business days |
| Refund processing | Depends on your bank/payment provider |
What if my package is lost?
If your package is confirmed lost during transit, we will process a refund according to our Return & Refund Policy. If you purchased shipping insurance, claims will be filed with the carrier.
🚚 SHIPPING & DELIVERY
What shipping methods are available?
| Method | Estimated Delivery | Duties & Taxes |
|---|---|---|
| Express (UPS/DHL/FedEx) | 4-7 days | ❌ Not included |
| Dedicated Air Line | 7-12 days | ✅ Included* |
| Sea Freight + Express | 18-25 days | ✅ Included |
| Sea Freight + Truck | 25-30 days | ✅ Included |
| Land Transport (Train) | 30-45 days | ❌ Not included |
*Duties may not be included for some European and South American countries.
How is shipping cost calculated?
Shipping is calculated based on the greater of actual weight or volumetric weight, plus destination country/region. Final costs are determined after your item arrives at our warehouse and is measured.
How long is a shipping quote valid?
Shipping quotes are valid for 7 days. After expiration, quotes may need to be recalculated.
Can I combine multiple orders into one shipment?
Yes! Requirements:
- Same recipient name
- Same shipping address
You can combine multiple pre-orders and/or pre-orders with in-stock items. Shipping will be recalculated based on optimal combined packaging. There is no consolidation fee, but storage fees apply for items waiting beyond the 7-day free period.
What are the warehouse storage fees?
| Item | Details |
|---|---|
| Free storage period | 7 days from warehouse arrival |
| Daily storage fee (after 7 days) | 1% of product price per day |
| Maximum storage period | 30 days |
| Storage cap for consolidation | 10% of product price |
After 30 days: If you fail to arrange shipping and do not respond to communications, we reserve the right to dispose of the product. All payments made are non-refundable.
Do you offer shipping insurance?
Yes, shipping insurance is optional but highly recommended for high-value items.
| Item | Details |
|---|---|
| Insurance rate | 5% of product value |
| Cost sharing | 50% CFS, 50% customer |
| Your cost | 2.5% of product value |
Can I change my shipping address after ordering?
- Before shipping: Contact us as soon as possible to update your address.
- After shipping: Address changes may not be possible or may incur additional carrier fees.
What if no one is available to sign for delivery?
All deliveries require in-person signature. If delivery fails due to no one available to sign and the package is returned, all additional costs (return shipping, re-delivery, storage) are the customer's responsibility.
Do Chinese holidays affect shipping?
Yes. Chinese public holidays (Chinese New Year, National Day, etc.) may affect warehouse operations and shipping schedules. We will notify customers of any expected delays during these periods.
⚖️ CUSTOMS & DUTIES
Who is responsible for customs duties and taxes?
For shipping methods that do NOT include duties (Express, Land Transport), you are responsible for customs clearance and any applicable duties/taxes. Details will be clearly specified in your shipping invoice.
What if customs clearance fails?
If clearance fails due to unpaid duties or incomplete documentation, resulting in the package being returned or destroyed, all costs and losses are borne by the buyer.
Are there regions with complex customs procedures?
Yes. The following regions may have complex customs requirements—please ensure you have import experience:
- Parts of Europe
- Indonesia
- South America / Latin America
- Middle East
- Africa
⚠️ DISPUTES & CHARGEBACKS
What should I do if I have an issue with my order?
We strongly encourage contacting our support team directly via WhatsApp or email before initiating any payment dispute or PayPal claim.
What happens if I open a chargeback without contacting you first?
| Action | Consequence |
|---|---|
| Opening a dispute without contacting us | Account will be permanently restricted |
| Impact on resolution | Eliminates our ability to provide flexible solutions |
| Case handling | Transferred to third-party platforms with limited options |
👤 ACCOUNT & SUPPORT
How do I contact support?
- Email: support@collectorfigures.com
- WhatsApp: Available (include your order number for faster assistance)
What are your support response times?
- Email: Typically within 24 hours on business days
- WhatsApp: Often faster during working hours
During peak release periods, response times may be longer.
Can I transfer my order to someone else?
No. All orders are non-transferable. We will only ship to the address provided at checkout. Ownership or rights cannot be transferred to another person.