Frequently Asked Questions
Quick answers about getting started, payments, pre-orders, shipping, and what to do if something goes wrong.
These answers summarize our policies in plain language. The linked policy page controls in any conflict — so each answer points you to the page with the full terms.
This page is a quick guide. For binding terms, see the Pre-Order Policy, Payment Plans, Return & Refund Policy, and Shipping Policy. If an answer here ever differs from a policy page, the policy page is correct.
Getting started
New to Collector Figures? Start here.
What is Collector Figures?
Collector Figures is a pre-order and sourcing service for collectors who want GK garage-kit resin statues and collectible figures from studios around the world. We handle reservation, payment options, consolidation, and international shipping so you can collect with less hassle. The First-Time Buyer’s Guide explains how it works.
Is Collector Figures the studio?
No. We’re not a studio or manufacturer. Studios sculpt, produce, and set the production timeline; Collector Figures is the seller and your service contact, handling ordering, payment, and shipping. For production questions, we share whatever the studio tells us. More about us is on the About page.
What is the difference between pre-order and in-stock?
A pre-order reserves an item the studio makes after orders are placed, so it ships later — once production is finished — and follows the Pre-Order Policy. An in-stock item already exists and can ship sooner. Most statues here are pre-orders.
I’m new here. Where should I start?
Start with the First-Time Buyer’s Guide — it walks through pre-orders, payment options, and shipping from beginning to end. Then browse current pre-orders, and contact us if anything is unclear before you order.
Where can I track my order?
Use Track Your Order with your tracking number, or check My Account → Orders for status. When tracking starts updating depends on your shipping method.
Account & order help
Confirmation emails, account issues, address changes, and reaching us.
I didn’t receive my order confirmation email. What should I do?
First check your spam or junk folder, as confirmation emails sometimes land there. If it still hasn’t arrived, contact us with your payment receipt or transaction details and we’ll confirm the order and resend it.
I used the wrong email address at checkout. What should I do?
Contact us with your order receipt or a payment screenshot so we can verify the order. Once verified, we’ll correct the email on your order and resend your details. Please reach out early so nothing is missed — Contact us.
I can’t find my order in My Account. What should I do?
Make sure you’re signed in to the same account and email you used at checkout. If the order still isn’t showing, contact us with your receipt or payment screenshot and we’ll locate it and link it to your account.
Can I change my shipping address?
Contact us as early as possible. Address changes are usually easiest before warehouse arrival or shipment preparation. After the item has arrived, been packed, or dispatched, changes may not be possible and carrier fees may apply. Reach us via Contact us.
Can I transfer my pre-order or order to someone else?
No. Pre-order rights and order handling stay with the original buyer account. If your account or email needs correcting, contact us before the order moves further. See the Pre-Order Policy.
What should I include when contacting support?
Always include your order number and a clear description of the issue. For a damage claim, add your complete 72-hour unboxing video and photos of the packaging and damage. The more detail you give upfront, the faster we can help — see Contact us.
Payments & payment plans
Methods, plans, invoices, and payment problems.
What payment methods do you accept?
You can pay with major credit and debit cards and PayPal at checkout, and installment options such as Klarna may be available in some regions. If a payment won’t go through, contact us and we’ll help you find another way to complete it.
How do the payment plans work?
Plan 1 is a 30% deposit plus the 70% balance later (100% of the product price). Plan 2 is a 5% deposit plus five monthly payments of 20% (105% total, including a 5% service fee). Available options depend on the product page, and international shipping is always separate. Full terms are on the Payment Plans page.
Do all products support full payment, deposit, and the 5-month plan?
No — the available options depend on the product and are shown on each product page. Some items offer full payment only, while others also offer the deposit or the 5-month plan. See Payment Plans for how each option works.
Does the 5-month plan cost more?
Yes. The 5-month plan totals 105% of the product price — a 5% service fee compared with paying in full or by deposit. Shipping is separate in every option. See the Payment Plans page.
Where can I find my payment plan invoice or next due date?
All of your installment invoices and due dates are in My Account → Orders. If you need the next payment link, contact us with your order number and we’ll send it.
My payment is pending, failed, or not showing as received. What should I do?
A “pending” status from PayPal, Klarna, or your card issuer doesn’t always mean we’ve received the funds — please check whether money was actually deducted. If you believe it completed, send us your transaction ID or a screenshot and we’ll check on our end. If a payment link failed, we’ll send a fresh one; whether a payment is approved is ultimately decided by your card issuer or payment provider.
Why is my local currency total different from the USD price?
Our prices are listed in USD. Your bank or card issuer converts to your local currency at their own rate and may add a conversion fee, so your local total can differ from the USD amount shown. If anything looks off, contact us.
Is international shipping included in the product price?
No. International shipping isn’t included in the product price. It’s quoted separately after the item arrives at our warehouse and its actual size and weight are measured. See the Shipping Policy.
Pre-orders & product status
Cancellation, balance timing, delays, and availability.
Can I cancel a pre-order, and what happens to my deposit?
Within 24 hours of payment confirmation you can cancel an eligible pre-order for a refund, minus the payment processing fee. After 24 hours the deposit becomes non-refundable; for Plan 2, amounts up to 30% are non-refundable and any amount above 30% may be refundable minus the fee. The full terms are on the Pre-Order Policy.
When do I pay the balance, and what if I miss it?
When a balance payment or shipping choice is needed, we contact you by email. Balance payment is expected within about 7 days after the balance notice; no response within 30 days may be treated as lost contact / abandonment. Shipping is quoted separately after warehouse arrival. See the Pre-Order Policy.
What does “Released” mean if I haven’t received a balance notice?
Product status can change before a balance notice is ready. The balance notice is the action signal: if payment is needed, we will contact you by email. If you are unsure, contact us with your order number.
What if a studio delays production?
Production timelines are set by the studio, and delays can happen for sculpting, painting, factory, licensing, or logistics reasons. We share updates when we have them, but a delay by itself isn’t grounds for cancellation or refund. See the Pre-Order Policy.
What happens if the studio cancels a project?
If a studio cancels the project and your pre-order can’t be fulfilled, we refund the payments made for that affected pre-order, according to the Pre-Order Policy.
Can you still get a closed pre-order or sold-out item?
Once a pre-order closes, additional original allocation is usually very difficult, because studios produce fixed quantities. Occasionally a resale from another collector may be available — contact us to ask. Any resale price is separate and does not include international shipping unless confirmed.
Why do estimated release dates change?
An estimated release date is the studio’s best estimate for orientation — not a fixed delivery date. Sculpting, painting, factory scheduling, licensing, and logistics can all shift it, and we update the date when the studio gives us new information.
Shipping, tracking & delivery
How shipping is quoted and chosen, duties, and tracking behavior.
When is shipping quoted?
Shipping isn’t part of the product price. It’s quoted separately after your item reaches our warehouse and its actual size and weight are measured, and we then send a shipping invoice. See the Shipping Policy.
Can I get a shipping estimate before ordering?
We can sometimes share an estimate, but all pre-purchase shipping figures are estimates only. The final fee is confirmed after the item reaches our warehouse and is measured, and how duties are handled can vary by route and destination. For a specific item, contact us or see the Shipping Policy.
Can I choose my shipping method?
Usually yes. When your shipping invoice is prepared, you’ll typically have more than one method to choose from, balancing speed and cost. Available options depend on your destination and the item. See the Shipping Policy.
Are duties or taxes included?
It depends on the shipping method. Some methods include duties as part of a door-to-door arrangement, while others don’t, and any import taxes are then paid by the recipient. Your shipping options will make this clear before you pay — see the Shipping Policy.
Why did I receive multiple shipping invoices?
If you have more than one order, each order can receive its own shipping invoice — please check your spam folder too. If you’d like them combined into one shipment, contact us; consolidation may be possible for the same recipient name and address, with shipping recalculated.
Can I combine multiple orders into one shipment?
Often yes — if the orders share the same recipient name and address, contact us and we can look at consolidating them, with shipping recalculated. Storage fees may apply after the free storage period while items wait, so ask early. See the Shipping Policy.
Why is my tracking number not updating?
For sea-freight methods, tracking often shows no movement during ocean transit and starts updating after customs clearance. Express tracking can take a little time to appear after dispatch. If it still isn’t updating, contact us with your order number, or use Track Your Order.
My tracking says delivered, but I haven’t received it. What now?
First check with neighbors or building management, as packages are sometimes marked delivered a little early. If it’s still missing, contact us and we’ll open an investigation with the carrier. A package is treated as lost only after the carrier or shipping provider confirms the loss, or the investigation is completed.
Returns, damage & refunds
Damaged items, evidence, categories, and refunds. The Return & Refund Policy is the authority.
My item arrived damaged. What should I do?
Contact us within 72 hours of delivery with a complete, continuous unboxing video that starts from the sealed outer box, plus clear photos of the packaging and the damage. Minor imperfections (Category A) are not eligible for return or refund; major damage (Category B) may qualify for after-sales review when the claim requirements are met. See the Return & Refund Policy.
What kind of unboxing video do I need?
A complete, continuous video that starts from the sealed outer box and continues through all packaging to the final product, with no cuts or pauses. It’s required for damage claims — without it, carriers or insurers may deny the claim. Keep clear photos of the packaging and damage too. See the Return & Refund Policy.
What is the difference between Category A and Category B?
Category A covers minor imperfections — small paint or surface variations — which aren’t eligible for return, refund, or exchange. Category B covers major damage or significant defects, which may qualify for after-sales review when the claim requirements are met. The Return & Refund Policy defines both.
Can I return an item if I changed my mind?
No. Resin statues and collectible figures are final sale once shipped, and change-of-mind or buyer’s-remorse returns are not accepted. See the Return & Refund Policy.
How long does refund review take?
Once you’ve submitted your request with the required evidence, we usually assess it within about 2–3 business days, depending on the case. If a refund is approved, when it actually posts depends on your bank or payment provider. See the Return & Refund Policy.
Should I open a PayPal dispute or chargeback if there is a problem?
Please contact us first. Opening a dispute or chargeback before we’ve reviewed the case can limit the flexible solutions we can offer, and account access may be permanently restricted. Reach out with your order number and evidence, and we’ll work through it with you — see Contact us.
Can’t find your answer?
Reach our team with your order number and we’ll help. For damage claims, include your complete 72-hour unboxing video so we can review the case quickly.
