Refund policy
Return and Refund Information:
If something is urgent and you need help quickly:
- Email us at info@heroicfandoms.com , or send us a message using the Chat button located in the bottom corner of our website.
- Please write the problem in a clear email Subject Line to help us most quickly respond to the issue. Don't forget to include any important information we need, such as your name or order number, or any relevant photos of an issue.
For all General Return Information, please check the headings on this page.
During weekends or high-volume periods, please allow 1-2 days for us to review and respond to your email or customer service chat message. Thank you for allowing us to help you with as much information as possible.
Return Eligibility:
During all regular times of year, we offer a 14 day worry-free return policy for most items, provided that they are returned to us new and unused, unopened, in their original packaging.
During Holiday seasons, you will find any current Holiday Return policy or extended return information listed at the top of this page.
- Due to the collectible nature of our items, products and packaging must be in the same brand-new condition as purchased.
- Items must be unworn or unused, with tags where applicable.
- Items must include their original packaging and protective materials. Interior and exterior packaging must be complete, including any protective items such as interior foam, and in the same brand-new and condition as at time of purchase.
- Items must also be free of any issues such as pet fur, second hand smoke exposure, or any similar health and safety concerns.
- Proof of purchase is required for all returns or exchanges.
- Items sent back to us without first requesting a return will not be accepted.
Non-Returnable Items:
- Gift cards are non-refundable.
- Shipping costs are not included in refunds for returned items.
- Clearance and Final Sale items may not be returned.
- For Health and Safety reasons, we are not able to accept returns of items such as earrings, personal care items, or candy.
- Seasonal Items such as Halloween costumes may be ineligible for return.
- Certain items such as those marked as custom made-to-order, or items which have been specially ordered for you by request are ineligible for return.
- Items sent back to us without first requesting a return will not be accepted.
To Request a Return:
Email us at info@heroicfandoms.com to request a return or exchange for your eligible item, if you have any questions about return eligibility, or for any other help. You may also use the Chat feature located in the bottom corner of our website.
Defective or Incorrect Items:
We take huge pride in our work. Contact us right away if you feel an item is defective or damaged, or if you believe you've received an incorrect item, so that we may assess the situation and help to make things right.
International Returns:
- We accept returns of international purchases as long as your item meets our return guidelines, and as long as it is within 14 days of your item's delivery.
- Please note that you are responsible for the return shipment and shipping cost of returning your item.
- In some cases for purchased internationally or outside of the contiguous United States, the return shipping cost may be more than the return value of your item.
- Email us at info@heroicfandoms.com with any questions or to begin a return for an eligible item. We're here to help.
Shipping/Handling fees for oversized items:
Due to the significant costs associated with the shipment of large items, we are unable to refund shipping and handling charges or any special fees associated with certain larger or heavier items such as very large statues.
Return Limitations:
- We reserve the right to deny or limit returns or exchanges for individuals or households who have been determined by our Loss Prevention department to have an exceptionally high pattern of return activity.
- We appreciate your understanding as we strive to maintain the quality of our products and services for all customers.