Refund policy
At Toy Pop Mart, we want every collector and customer to enjoy a smooth and enjoyable shopping experience. If your order does not meet expectations, we are here to help with an easy and transparent return and refund process.
Return Eligibility
Customers may request a return within 15 days of receiving the product.
To qualify for a return:
- Items must be unused, unopened, and in original condition
- Products should include original packaging, tags, accessories, and inserts
- Damaged, defective, or incorrect items should be reported immediately after delivery
- Limited edition or collectible toy packaging should be kept in good condition for eligibility review
To help avoid return issues, we recommend carefully reviewing product descriptions, product photos, and edition details before placing an order.
How To Request A Return
To start a return request, please follow these steps:
- Contact our customer support team at support@toy-popmart.com
- Provide your order number and the reason for your return request
- Include photos if the item arrived damaged or incorrect
- Wait for approval and return instructions from our support team
- Ship the item back using the approved return method
Returns sent without prior approval may not be accepted.
Refund Process
Once the returned item has been received and inspected, refunds will be processed accordingly.
- Approved refunds will be issued to the original payment method
- Refund processing times may vary depending on your bank or payment provider
- Original shipping fees are generally non-refundable unless the issue was caused by our error
- Customers will receive confirmation once the refund has been completed
Supported payment methods include:
- Visa
- MasterCard
- JCB
- PayPal
Exchanges
We currently accept exchanges for eligible items when stock is available.
Customers may request an exchange for:
- Damaged products
- Incorrect items
- Manufacturing defects
Because many collectible toys and limited releases may have restricted inventory, replacement availability cannot always be guaranteed.
If a replacement is unavailable, a refund or store credit may be offered instead.
Return Shipping Responsibility
- Customers are generally responsible for return shipping costs
- If the return is caused by a damaged, defective, or incorrect item, we may assist with return shipping support depending on the situation
- We recommend using a trackable shipping service for valuable collectible items
Non-Returnable Items
The following items may not be eligible for return:
- Opened blind box products
- Final sale or clearance items
- Used or damaged products caused by customer handling
- Items returned without original packaging
- Products damaged after delivery
Shipping Information
Order Processing
- Orders are processed within 1–2 business days
Standard Shipping
- Carrier: DHL or FedEx
- Delivery time: 10–15 business days after shipment
- Shipping fee: $12.95
Free Shipping
- Carrier: EMS
- Delivery time: 15–25 business days after shipment
- Free shipping applies to orders over $50
We currently ship worldwide except certain regions in Asia and selected remote locations.
Delivery times may vary due to customs processing, weather conditions, or carrier delays.
Contact Us
If you have questions regarding returns, refunds, exchanges, or shipping, please contact us:
Toy Pop Mart
135 Berkshire Ave, Syracuse, NY 13208, USA
Email: support@toy-popmart.com
We appreciate your trust and support, and we are always happy to assist fellow collectors and customers.