Customer Service E-Mail: store@mcfarlane.com

PRE-ORDERS:

All PRE-ORDERS are charged in full at the time you place your order to verify payment and to reserve your order. The shopping cart does NOT allow combined orders of PRE-ORDER and IN-STOCK items. Please place separate orders for IN-STOCK and PRE-ORDER items. If you place a PRE-ORDER for multiple items with different ship dates, your order will ship when all items are in-stock.  Any orders we are unable to fulfill for any reason will be issued a refund.  Pre-orders may be cancelled before order processing/ shipping.

ORDER CHANGES:

Products cannot be edited or modified once the order is placed.  If any changes on items are needed, the order must be cancelled and a new order placed. To cancel an order, please email store@mcfarlane.com. Orders that have already processed for shipping cannot be cancelled. 

ADDRESS CHANGES: 

You may update your shipping address BEFORE order fulfillment/ shipping by contacting store@mcfarlane.com.  Please check your shipping address on the order confirmation to ensure it is correct.  We are not responsible for deliveries made to a wrong address or failed delivery to an incomplete address.  You may also update the email address or telephone number on the account.  Please note that address change requests that come from third parties or an alternate email address may be subject to additional verification.

The shipping address for International shipments must be in English. International shipments will not be returned to sender in case of a wrong address, delivery attempted, or where the customer does not pick up goods. Further, due to prepaid customs/tax, we cannot simply reship an international package. Please check your order confirmation to ensure the shipping address is correct.

COUPON CODES, DISCOUNTS, & SPECIAL OFFERS:

Only one (1) Coupon Code can be applied per order. This includes codes for a discount, free shipping, free item, or special promotions.  Some codes are only valid on certain products or have criteria that must be met.  Multiple orders placed separately cannot be combined to meet promotion minimums.  Coupon codes must be applied at checkout for any promotional/free offers.  Coupon codes cannot be changed or substituted for another code after checkout. Certain codes may be subject to limitations such as not available for pre-orders. 

There are no exchanges or replacements available for any free items, we cannot guarantee the condition of any promotional items (i.e. free comic offers are not assured mint condition comic), and subject to availability.  Please note that some Codes have specific expiration dates or may be limited to one per customer.  We reserve the right to modify, change, or cancel Codes at any time. Orders in which Codes were applied in error, due to system or human error, are subject to cancellation.

If you forgot to apply your Coupon Code or have problems applying to your order, please contact us at store@mcfarlane.com right away. Coupon codes cannot be added after an order is placed if the order has already shipped or after 24 hours.  Coupon codes cannot be applied to prior orders.  

SHIPPING:

Our domestic shipping carriers include USPS, FedEx and UPS. International shipping carrier include FedEx, UPS, DHL, and APC (Postal). We reserve the right to change or substitute shipping carriers. If a more expensive shipping option was selected, such as Express, Overnight or 2-Day we can provide a refund for the difference in cost. IN-STOCK orders typically ship within 1-3 business days. During high volume, the warehouse may experience additional delays in processing orders. PRE-ORDERS typically ship within 48 hours from when product arrives at the warehouse. Pre-order shipping dates are an estimate based on information available from the factories and are subject to delays. Pre-Orders with multiple products will ship when ALL items arrive and are in-stock. If you want items to ship as they arrive, we recommend placing separate orders for items with different release dates.

International Shipping may experience customs delays. Some products may have country restrictions per our licensing agreement. International Shipping quoted through this site is generally "landed cost", which includes customs, duties and taxes. International orders places on other platforms such as EQL or Crowdfunding may be subject to customs, duties and tax. For questions regarding international shipping policies, please contact store@mcfarlane.com.  

P.O. Boxes - FedEx will not ship to PO Boxes.  If you select FedEx during checkout, please make sure the "Ship To" address is not a PO Box. 

Disclaimer: Please give us 2 to 7 business days to fulfill the order as we are currently experiencing a high volume of incoming orders.

WRONG, INCOMPLETE, DAMAGED, OR DEFECTIVE ITEMS:

If there is a problem with your order, it is the customer's responsibility to contact store@mcfarlane.com to report the issue within 30 days of receiving your product.  Please be specific as to the problem and include your Order Number.  For documentation, please include pictures of the exterior shipping box and products received. Once your issue is reviewed by our team, further instructions or options will be provided.  This could include, but not limited to, a partial or full refund, store credit, or replacement item(s). In the case of wrong items received, a return shipping label may be provided. Generally, the return needs to be received by our shipping department in order to issue the replacement order or refund, if desired. Returns for international order may not be possible.

If your order arrives damaged during shipping or if an item is defective, please contact store@mcfarlane.com immediately. We will put in a claim for your package and either issue a refund or a replacement. All claims must be made within 7 days from when the package was delivered. If you contact us after 7 days, we will NOT be able to issue a refund or replacement per carrier policy.  Pictures of the damaged items AND the exterior shipping box will be required. Some carriers may also request to inspect the package for shipping damage claims, so please DO NOT discard the original shipping box until the claim is resolved.

Please Note: Replacement items may not be available for clearance/ sale, sold-out, special edition, Gold Label, Platinum Edition or variant figures. Free figures included in a package are not eligible for replacement. 

Due to customs complications, returns or replacements may not be available for International orders, including those shipped to Canada. A store credit, partial refund or full refund may be offered instead, depending on the issue.

Note to In-Box Collectors: All figures are new, factory direct. You may note "in-box collector" or "mint box" in the order notes, but box condition is not guaranteed. We cannot be responsible for normal box wear or minor flaws. Figures damaged in carrier shipping will be address per the policies above. If you wish to exchange the product for a different box, you will be responsible for return shipping.

Out-of-Box Collectors: If you indicate "OPENER" in the order notes, the warehouse may select product with cosmetic imperfection in the packaging, but the product itself is undamaged.

Factory Sealed Cases can not be returned.

There are no product warranties.

LOST OR STOLEN PACKAGES:

When orders are processing for shipping, an email confirmation with tracking number is emailed to the email address used to place the order.  This information can also be located in your account order history.

If a package is lost, destroyed, stolen, or is never received, you must contact us within 30 days of receiving your Shipping Confirmation email. We are not responsible for carrier delays due to weather, covid, natural disaster, volume delays, or incorrectly delivered packages. Replacements are not guaranteed.  For tracking that shows "Delivered", please contact the carrier to check delivery time and location.  Report stolen packages to the proper authorities. 

HOW TO CANCEL AN ORDER:

If you wish to cancel an order, please contact customer support via email at store@mcfarlane.com. We will submit a cancellation request. A request can take 2-5 business days to process and is not guaranteed, especially during high volume times.  We are not responsible for return shipping costs for orders that can't be cancelled in time.  Once an order is successfully canceled, you will receive an email confirmation of the cancellation and refund of your order.  Refunds will be made to the original payment source and can take 3-5 days to process to your account depending on banking institution.  If the original payment source is no longer valid, a store credit may be issued.  Cash or check refunds are not available.

Customer refused or undeliverable packages are subject to additional carrier fees that will be deducted from the order refund.   

RETURNS:

Please e-mail us at store@mcfarlane.com to request a return of item(s) or the entire order. Return request must be done within 30 days from when you receive your order.  If a free item was included as part of a promotion or coupon code, that must also be returned to get the refund.  Items must be in new condition, not opened and undamaged. Return shipping is the responsibility of the customer and will not be reimbursed or refunded. 

Please send returns to:

McFarlane Toys Store
ATTN: Returns
4216 N Pecos Rd., STE 105
North Las Vegas, NV 89115

Please include your Order Number in the package.

***This address is NOT a retail location or open to the public. All returns must be coordinated through customer service store@mcfarlane.com.***

DRAWING BOARD - CROWDFUNDING:

Through our "Drawing Board" platform, you may have the opportunity to back new projects. You will only be charged upon successful campaign funding. If you wish to withdraw or change your contribution, it must be done PRIOR to payment processing. This is done through your campaign contribution email. If your payment is declined or rejected, you will have 3 days to correct the payment otherwise your reward may be forfeited. 

To change a shipping address on a campaign reward, please contact store@mcfarlane.com.

CUSTOMER ACCOUNT ACCESS:

If you are having trouble accessing your customer account, please contact customer service at store@mcfarlane.com.  If orders are missing from your account history, it is likely you checked out as "Guest".  Orders can be added to your account history by provide the order numbers. Multiple accounts can be merged upon request (you must include the email addresses). Use of customer accounts are subject to the site terms and conditions.