At Character Toy Store, we take pride in delivering mint-condition collectibles to fellow anime and pop culture enthusiasts. However, we understand that sometimes you may need to return or exchange an item. Below is our collector-friendly policy to ensure a smooth process.

Our Return Policy

You may return most unopened, undamaged items within 15 days of delivery for a full refund or exchange. To be eligible:

  • Item must be in original packaging with all tags/accessories
  • Proof of purchase is required
  • Must not be on our non-returnable list (see below)

Important Note:

The following collectibles cannot be returned due to their nature:

  • Recordable Storybooks (personalized audio cannot be removed)
  • Opened Character Figures (must remain sealed for value preservation)
  • Custom or Special Order Items
  • Downloadable Content (if applicable)

All Final Fantasy, Dragon Ball, Gundam, and other limited-edition figures must be returned in their original protective packaging.

How to Initiate a Return/Exchange

Follow these steps to return your collectible:

  1. Contact Us within 15 days of delivery at [email protected] with your order number
  2. Wait for Approval – Our collector support team will respond within 2 business days with return instructions
  3. Package Securely – Use original packaging with protective materials for fragile items
  4. Ship to Us – Send to our Sacramento warehouse (address below) using a trackable method
  5. Receive Refund/Exchange – Processed within 5 business days after we inspect the item

Return Shipping

Customers are responsible for return shipping costs unless the return is due to our error (wrong item or damaged). We recommend:

  • US Customers: USPS Priority Mail with tracking ($8-$15 depending on size)
  • International Collectors: DHL or FedEx International Economy

For exchanges, we’ll cover the cost to ship your replacement item (standard shipping).

Refund Processing

Once we receive and inspect your return:

  • Timing: Refunds process within 5 business days after inspection
  • Method: Refunded to your original payment method (Visa, MasterCard, JCB, PayPal)
  • Notice: You’ll receive email confirmation when processed

Note: Bank processing times may add 3-5 additional business days before funds appear in your account.

Exchange Requests

Want a different Evangelion figure or Pokémon calendar? Exchanges are subject to:

  • Item availability in our warehouse
  • Price differences (you’ll be charged/refunded any balance)
  • Returned item meeting all criteria above

Return Request Template

Use this template when emailing us:

Subject: Return Request for Order #[Your Order Number] Dear Character Toy Store Team, I would like to request a return/exchange for my recent order: Order Number: [Insert] Item Name: [e.g., “Kamen Rider Figure” or “One Piece Comic”] Reason for Return: [e.g., “Damaged packaging”, “Wrong item received”] Please advise next steps. The item is [unopened/opened but unused] in [perfect/good/acceptable] condition. [If exchange desired:] I would like to exchange for: [Item Name/Product Code if known] Thank you, [Your Name] [Your Email Address] [Best Contact Phone Number]

Damaged or Defective Items

Received a damaged Naruto figure or defective Hatsune Miku product? Contact us immediately at [email protected] with:

  • Order number
  • Photos of the damage/defect
  • Packaging condition

We’ll arrange a free replacement or return label if the item is still in stock.

Final Notes for Collectors

We treat every return with the same care we’d want for our personal collections. Please:

  • Handle items with clean hands when inspecting
  • Keep all protective plastic wraps and inserts
  • Don’t remove authentication stickers on premium figures

For any questions about returning your Magic Square transformers or Iron Factory exclusives, email us at [email protected].

Return Address:
Character Toy Store Returns
3335 Eagles Nest Drive
Sacramento, CA 95814
United States