Our Commitment to Collector Satisfaction

At Model Toy Store, we understand that every collectible is a cherished addition to your curated collection. As fellow enthusiasts, we strive to ensure that your experience with us is as exceptional as the premium statues and exclusive figures we offer. However, we recognize that sometimes a return or exchange may be necessary. Our Returns & Exchanges Policy is designed to provide a clear, fair, and straightforward process for our global collector community, reflecting the same care and respect we extend to our own acquisitions.

Returns & Exchanges Process

To initiate a return or exchange, please follow the steps below. We aim to make this process seamless, so you can focus on what matters most—expanding your collection with confidence.

Step 1: Review Eligibility

  • Timeframe: You have 15 days from the date of delivery to request a return or exchange.
  • Condition: Items must be in their original, unopened packaging, with all seals intact and no signs of damage or wear. This ensures that the collectible remains in mint condition, as expected by serious collectors.
  • Proof of Purchase: Please have your order number and proof of purchase ready.

Step 2: Submit a Return/Exchange Request

Contact our dedicated collector support team at [email protected] with the subject line “Return/Exchange Request – [Your Order Number]”. Include the following details in your email:

  • Full name and contact information
  • Order number and date of purchase
  • Item(s) you wish to return or exchange
  • Reason for the return or exchange (e.g., damage, incorrect item, personal preference)
  • Preferred resolution: refund or exchange (if applicable, specify the desired replacement item)

Our team will respond within 1-2 business days to guide you through the next steps, including providing a return authorization number and shipping instructions.

Step 3: Ship the Item

Once your return is authorized, package the item securely in its original packaging, including all accessories and documentation. Ship it to the address below using a trackable shipping method. Please note that return shipping costs are the responsibility of the collector, unless the return is due to an error on our part (e.g., wrong item shipped or defective product).

Return Address:
Model Toy Store
228 Westfall Avenue
Albuquerque, US 87102

Step 4: Processing and Resolution

Upon receipt and inspection of the returned item (which typically takes 3-5 business days), we will process your request. If approved, we will proceed with the refund or exchange as per your preference.

Refund Timeline and Method

We value your trust and ensure that refunds are handled promptly:

  • Timeline: Refunds are processed within 5-7 business days after we receive and approve the returned item.
  • Method: Refunds are issued to the original payment method used during purchase (e.g., Visa, MasterCard, JCB, or PayPal). Please allow additional time for the refund to reflect in your account, depending on your financial institution.
  • Exceptions: If you used PayPal, refunds may appear in your PayPal balance immediately. For credit card payments, it can take up to 10 business days for the refund to post.

Non-Returnable Items

To maintain the integrity of our collectibles and protect our community, certain items are not eligible for return or exchange. Based on our product offerings and the nature of premium collectibles, the following are non-returnable:

  • Pre-Order Items: Once a pre-order is placed (e.g., for brands like Prime 1 Studio, Iron Studios, or Kotobukiya), it cannot be cancelled or returned unless the item arrives damaged or defective. This is due to the limited availability and allocation processes for exclusive releases.
  • Opened or Used Items: Collectibles that have been removed from their original packaging, displayed, or handled in any way that compromises their mint condition.
  • Limited Edition or Exclusive Items: Products marked as “limited edition” or “exclusive” (e.g., from Infinity Studio, Oniri Creations, or Shop Studios) are final sale, as they are often numbered and allocated based on demand.
  • Personalized or Custom Orders: Any item that has been customized or personalized at your request.

If you receive a damaged or defective item, please contact us immediately at [email protected] with photos of the damage, and we will resolve the issue promptly, typically by offering a replacement or refund.

Return/Exchange Request Template

To streamline your request, feel free to use the template below when emailing us. Copy and paste it into your email and fill in the necessary details.

Email Template for Return/Exchange Request

Subject: Return/Exchange Request – [Your Order Number]

Body:
Dear Model Toy Store Team,

I would like to request a return/exchange for my recent order. Below are the details:

– Full Name: [Your Full Name] – Email Address: [Your Email Address] – Order Number: [Your Order Number] – Date of Purchase: [Date of Purchase] – Item(s) for Return/Exchange: [List the item(s), including product name and quantity] – Reason for Request: [e.g., Damaged upon arrival, incorrect item, change of mind, etc.] – Preferred Resolution: [Refund / Exchange for (specify replacement item, if applicable)]
I have reviewed the Returns & Exchanges Policy and confirm that the item is in its original, unopened condition. Please provide further instructions and the return authorization number.

Thank you for your assistance.

Sincerely,
[Your Name]

Contact Us

If you have any questions or need assistance with your return or exchange, our collector support team is here to help. Reach out to us at [email protected], and we’ll respond within 1-2 business days. For more details, you can also refer to our Privacy Policy.

Note: This policy is subject to change. Please check back periodically for updates.