Our Commitment to Collector Satisfaction
At Model Toy Store, we understand that premium collectibles are more than just products – they’re cherished additions to your carefully curated collection. As fellow enthusiasts, we’ve designed our shipping and returns policies with the same care and attention to detail that you expect from the high-end statues and exclusive figures we offer.
Shipping Information
Order Processing Time
All orders are processed within 1-2 business days after payment confirmation. During peak seasons or for exclusive releases, processing may occasionally take longer, but we’ll keep you informed of any delays.
Shipping Methods & Delivery Times
Standard Shipping – $12.95
- Carrier: DHL or FedEx
- Delivery Time: 10-15 business days after shipment
- Includes tracking and insurance
- Recommended for time-sensitive orders
Free Shipping
- Available for orders of $50 or more
- Carrier: EMS
- Delivery Time: 15-25 business days after shipment
- Includes basic tracking
Note: We ship globally, with the exception of some Asian countries and remote locations. Delivery times are estimates and may vary based on destination and customs processing.
Returns & Exchanges Policy
Eligibility Requirements
- Timeframe: You have 15 days from the delivery date to request a return or exchange
- Condition: Items must be in original, unopened packaging with all seals intact
- Documentation: Order number and proof of purchase required
- Reason: Damaged items, incorrect shipments, or collector’s discretion
Returns & Exchanges Process
Contact our collector support team at [email protected] with the subject line “Return/Exchange Request – [Your Order Number]”. Include:
- Full name and contact information
- Order number and purchase date
- Item(s) for return/exchange
- Reason for request
- Preferred resolution (refund or exchange)
We’ll respond within 1-2 business days with a return authorization number and instructions.
Once authorized, securely package the item in its original packaging with all accessories and documentation. Ship to:
Model Toy Store
228 Westfall Avenue
Albuquerque, US 87102
Use a trackable shipping method. Return shipping costs are the collector’s responsibility unless the return is due to our error.
Upon receipt, we’ll inspect the returned item (3-5 business days) and process your request. If approved, we’ll proceed with your preferred resolution.
Refund Information
Timeline: Refunds are processed within 5-7 business days after we receive and approve the returned item.
Method: Refunds are issued to your original payment method:
- Visa, MasterCard, JCB: Up to 10 business days to reflect in your account
- PayPal: Typically appears in your PayPal balance immediately
Please allow additional processing time based on your financial institution.
Non-Returnable Items
To protect the integrity of our premium collectibles, the following items cannot be returned or exchanged:
- Pre-Order Items: From brands like Prime 1 Studio, Iron Studios, or Kotobukiya (unless damaged/defective)
- Opened or Used Items: Any collectible removed from original packaging or displayed
- Limited Edition/Exclusive Items: From Infinity Studio, Oniri Creations, or Shop Studios
- Personalized/Custom Orders: Any item customized at your request
If you receive a damaged or defective item from these categories, contact us immediately with photos at [email protected] for resolution.
Need Assistance?
Our dedicated collector support team is here to help with any shipping or returns questions.
Email: [email protected]
Response Time: 1-2 business days
For complete details, please review our Privacy Policy.
Policy Update: This policy is subject to change. Please check back periodically for updates. Last updated: January 1, 2025.