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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.
01
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 Chinese studios. 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.
Are the statues painted? Do they need assembly?
Almost every piece we list comes fully painted. Unpainted kits — sometimes called white models — are labeled “Unpainted” or “White Model” in the product title or version name, so check the version before you buy. Painted doesn’t always mean ready to display: some statues arrive in parts that need careful fitting, so check the product details or ask us before ordering.
How long will it take to receive my order?
For a pre-order, it depends mostly on the studio: the estimated release on the product page is the studio’s projection and can move. After production, the piece travels to our warehouse, we quote shipping, and transit time depends on the route you choose. In-stock pieces skip the production wait. Because timing can change, don’t buy a pre-order for a fixed-date gift — see what happens after you order.
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 order number and billing email, or check My Account → Orders for status. When tracking starts updating depends on your shipping method.
02
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 didn’t receive the password reset email. What should I do?
Check your spam, junk, and any filtered folders such as Promotions or Updates. Account and order emails come from notification@collectorfigures.com — adding it to your contacts helps them reach your inbox. If it still doesn’t arrive, contact us with the email address on your account and we’ll check whether it was sent.
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 ordered the wrong quantity. Can I cancel the extra units?
Contact us as soon as you notice. Within 24 hours of payment confirmation, the extra units can be cancelled and refunded, minus the non-refundable payment processing fee. After 24 hours, the normal cancellation terms apply to those units — see cancellation after 24 hours for pre-orders, or the in-stock rules.
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. You can change the address before dispatch; a change after the item reaches our warehouse may require a new shipping quote. After dispatch, changes depend on the carrier 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, plus any screenshots or photos that help. For a damage claim, contact us within 72 hours of delivery and include a complete, continuous unboxing video, plus clear photos of the packaging and damage.
03
Payments & payment plans
Methods, plans, invoices, and payment problems.
What payment methods do you accept?
You can pay with PayPal, major credit and debit cards, Google Pay, or Apple Pay at checkout, depending on your device and region. All payments are charged in USD. If a payment is declined, try another card or PayPal account — approval is decided by your card issuer or PayPal. If it still won’t go through, contact us with the error message.
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); Plan 2 is temporarily unavailable for new orders, and we may offer it again in the future. 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. The 5-month plan is temporarily unavailable for new orders. 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. It is temporarily unavailable for new orders; existing plans continue as scheduled. 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 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.
04
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 email you from notification@collectorfigures.com. Balance payment is expected within about 7 days after the balance notice; no response within 30 days of the balance notice may be treated as lost contact / abandonment. Unpaid shipping is not treated that way — storage fees apply instead. Shipping is quoted separately after warehouse arrival. See the Pre-Order Policy.
Where do I pay the balance, and can I pay it early?
Open the order in My Account → Orders. After we send the balance notice, the order shows “Balance due” and a “Pay balance” button. Before that it shows “Deposit paid”, and you can still pay early with “Pay the balance early” on the order page. Shipping is a separate payment after warehouse arrival.
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 all payments made for that pre-order in full, with no processing fee deducted. See the Pre-Order Policy.
When does a pre-order close?
Usually there’s no fixed date. Studios decide when to close based on order numbers and production planning, and because a piece is often sold through several agents, only the studio knows the live count — so a pre-order can close at any time, often without advance notice. If you’re sure you want a piece, ordering while it’s open is the surest way to secure a slot. If it has already closed, see closed or sold-out items and 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. Closed and sold-out product pages have a sourcing request form: tell us the condition and budget you’d consider, and if we find a realistic option — such as a cancelled slot or a resale from another collector — we’ll email you a quote. Sourcing quotes cover the item only and are valid for 7 days from when we send them; international shipping is quoted after the item reaches our warehouse. A request doesn’t guarantee we’ll find one.
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.
05
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.
I can’t open or pay my shipping quote. What should I do?
Shipping quotes are shown only in My Account → Shipping fees, so log in with the account that placed the order — if the link in our email opens a login page, that’s why. Choose a route and pay there; if a payment is declined, you can try again, and nothing is charged automatically. Quotes are valid for 7 days, after which shipping may need to be recalculated. If it still doesn’t work, contact us with your order number and a screenshot.
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. No route is duty-included unless the shipping invoice says so — your shipping options will make this clear before you pay. See the Shipping Policy.
Do I need a tax ID or other documents for customs?
Sometimes. Depending on the destination, the carrier may need the recipient’s tax ID, a personal customs clearance number, or the address in the local language. If the carrier asks us for these, we’ll contact you by email — please reply quickly, because a parcel can be held at customs without them. See Customs, duties, and taxes.
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, there may be few tracking updates while the shipment is at sea; Track Your Order shows every event the carrier provides. 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.
06
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. Reach out with your order number and evidence, and we’ll work through it with you — see Contact us.
Still need help?
Can’t find your answer?
Reach our team with your order number and we’ll help. For damage claims, contact us within 72 hours of delivery and include a complete, continuous unboxing video so we can review the case.
