RETURN AND CANCELLATION POLICY

PLEASE NOTE THE FOLLOWING BEFORE PLACING YOUR ORDER ON SHOP.WIZKIDS.COM:

• ALL SALES ARE FINAL AT SHOP.WIZKIDS.COM.
• WIZKIDS WILL NOT MODIFY AN ORDER ONCE PLACED.
• WIZKIDS WILL NOT REROUTE OR CANCEL AN ORDER ONCE SHIPPED.
• WIZKIDS MAY CANCEL/REFUND ORDERS AT ANYTIME DUE TO STOCK LIMITATIONS, QUALITY PROBLEMS, INACCURATE INFORMATION FROM CUSTOMER, FRAUD RISK ANALYSIS OR ANY OTHER REASON.
• WIZKIDS DOES NOT GUARANTEE PRODUCT BOX / PACKAGING.
• WIZKIDS DOES NOT REIMBURSE FOR SHIPPING IN THE EVENT OF REPLACEMENTS 

CANCELLATION POLICY & PROCESS

We make every attempt to process orders as quickly as possible. Should you wish to cancel your order, you may submit a request any time before your order is processed for shipping by emailing customerservice@wizkids.com. Please include your order number.

Orders that contain in stock item can typically be cancelled within 24 hours of purchase.
Pre-orders may be cancelled up to 48 hours before official release. Orders that have already been processed/shipped cannot be cancelled.

We will do our best to honor requests, but there is no guarantee. A notification will be emailed to you whether/once the order has been cancelled. If the order is cancelled successfully within the allowed time frame, a full refund will be issued.

Refunds are typically processed within 5-7 business days.

RETURN POLICY

We hope you’re always 100% happy with your order, but be we realize that things don’t always go as planned.

Many of our products are collectible and have certain conditions under which they must be returned in order to keep their value. We have developed what we believe is a fair return policy, as stated below. Please note that by purchasing goods from shop.WizKids.com, you have agreed to the following terms.

Returns typically accepted within 14 days of purchase.

Returns may incur a 15% or $15 restocking fee, whichever is greater, or be returned to the customer.

In the event of defective product, contact customer service within 7 days of receipt.

Items must be returned in original condition with all packaging, accessories, and proof of purchase.

The following are non-returnable Items: Items damaged by customer abuse or negligence, items without original packaging or missing components, and items purchased from third-party retailers (contact the retailer directly).

We do not accept returns, exchanges, or provide refunds for items purchased outside of a specified promotional period. If you missed the sale or did not make the purchase within the designated time frame, we are unable to match the promotional price or offer.

RETURN PROCESS

Contact customer service to initiate a return

Pack items securely in original packaging with all accessories and proof of purchase.

Ship to the address provided by customer service.

(Note: WizKids will not reimburse shipping for returning items).

For items purchased at a retailer, follow the store's return and exchange guidelines.

Shop.WizKids.com does not accept returns for items purchased elsewhere.

DEFECTIVE TOY RETURN POLICY

All sales are final at Shop.WizKids.com.

Many items we sell are collectible, made in limited runs and are often hand-painted or hand-assembled. Slight imperfections are typical with this kind of product and, in fact, often enhance the value.  However, if your merchandise purchased on shop.WizKids.com has a significant defect right out of the box (e.g., the product is broken in half, has missing parts or missing accessories, etc.), please reach out to us immediately with photos, your name, your order number and what is damaged. We will evaluate the photos and make a decision. If the damage qualifies for an exchange, we'll be happy to exchange it for a non-damaged item if one is available. If a replacement is not available, we will offer an alternate item or store credit at our discretion.  ALL OTHER TOY & PRODUCT SALES AT SHOP.WIZKIDS.COM ARE FINAL.

Please note that WizKids WILL NOT be able to replace a specific blind box figure with the same figure as blind boxes are even blind to us. If the defective figure you received from shop.WizKids.com was blind boxed, attempts will be made to replace the same figure, but we may elect at our sole discretion to replace with same rarity an alternative fig. You agree to this policy by placing an order shop.WizKids.com.

HOW TO MAKE AN APPROVED RETURN / EXCHANGE

For defective products purchased at shop.WizKids.com, please contact Customer Service at customerservice@wizkids.com within FOURTEEN (14) days from the date of receipt and provide the order number, reason for return and a return e-mail address.  A WizKids Customer Support Representative will evaluate your return request and contact you with a RETURN AUTHORIZATION NUMBER (RAN) if your return is accepted (see Defective Toy Return policies above).

Follow the return instructions provided by our Customer Support Staff, use suitable packing materials (please send it back in a shipping box for safety!), and make sure to write your RAN on the outside of your box. Our Returns Department will refuse orders that are returned without an RAN. Once the return is received, you will be contacted via email. It's that simple.

Please note the following: 

PROMOS: We are unable to honor sale and/or promotional pricing or promo codes once an order has been completed. In addition, we cannot honor sale / promotional pricing once a sale or promotion has ended. We do not allow stacked discounts. 

WizKids does not guarantee product packaging.  While we do realize that the product packaging can be important for some collectors, the product packaging's purpose is to keep the art piece intact during the transfer from our warehouse to your home.

WizKids will only accept defective returns for items that are received in their original packaging.  Accessories, plastic packaging, and anything else that came with the item must be included as well. If your return does not meet these conditions, you'll be charged a 15% or $15 re-stocking fee, whichever is greater, or have your defective merchandise returned to you. Items damaged due to customer abuse or negligence will not be accepted.

To return or exchange a WizKids product purchased at a retailer, please contact the store where the purchase was made and follow their return and exchange guidelines. Shop.WizKids.com will not accept returns or exchanges on items purchased from any other stores. We understand that the box/packaging can be art itself, but it is primarily for product protection during transit. WizKids will not exchange/return an item due to defective/damaged packaging.