Returns
Returns & replacements
we make it right
All products come from licensed distributors and go through manufacturer QA. If something is not right with your order, here is how we handle it.
Returns
Return policy
Under $300 - store credit
Unopened items in original factory-sealed packaging may be returned within 14 days of delivery for store credit. Contact us first to initiate the return. Return shipping costs are the customer's responsibility.
$300 & over - final sale
Items priced $300 or above per item are final sale and cannot be returned. These are typically limited or exclusive products that cannot be restocked. Please be certain before purchasing.
Preorders - final sale
All preorder payments are final sale. Deposits are non-refundable and balance payments cannot be reversed once processed. See our preorder policy for the full details including our unfillable preorder protection.
Exception - wrong item sent
If we sent you the wrong item, none of the above applies. Contact us with your order number and a photo of what you received. We will arrange a return at our expense and send the correct item, or issue a full cash refund - your choice, regardless of price.
Final sale
Non-returnable items
The following categories are final sale under all circumstances - regardless of price, seal status, or reason. The only exception is if we sent you the wrong item.
Blind boxes & mystery items
Single boxes, partial cases, and full sealed cases. The random outcome is part of the product.
Paints, sprays & thinners
All hobby paints, lacquers, enamel, acrylic sprays, primers, top coats, and thinners.
Glues, putties & supplies
Plastic cement, epoxy putty, sandpaper, decal solutions, and all consumable hobby supplies.
Nippers & hobby tools
Side cutters, scribers, panel line pens, cutting mats, and all hobby tools.
Plushies
All plush figures and stuffed toys.
Apparel & lifestyle goods
T-shirts, hoodies, bags, accessories, and all wearable or household items.
18+ items
All adult-rated figures and products. No exceptions.
Item arrived damaged
Contact us within 7 days of delivery with photos of the damage and your order number. We will review and arrange a replacement or store credit - we take care of our customers.
Contact usDefective items
Manufacturer replacement portals
Most major manufacturers handle defect replacements directly and often cover issues that go beyond what a retailer can do - including incidental breaks and missing parts. Use the portals below before contacting us for defective products.
Bandai Namco
Gunpla, S.H.Figuarts, Chogokin, Metal Build, Robot Spirits, MegaHouse figures
Look for the Bandai Namco Distribution sticker on your box. Even incidental breaks and missing runners may be covered.
Good Smile Company
Nendoroid, figma, scale figures, POP UP PARADE, Moderoid, and many figures sold under Aniplex or other brand labels but manufactured by GSC
If your figure was made by GSC (check the box bottom), use this portal regardless of which brand name is on the front. Only defective parts are replaced - not full figures.
Kotobukiya
ARTFX, ARTFX+, Bishoujo, Frame Arms Girl, Megami Device, HMM Zoids, SNK figures
Use the direct product defect form. Have your product code ready - it is printed on the box (e.g. KP244, ADA55).
Sparmax
Airbrushes, compressors (TANK, ARISM, ARISM PLUS, MAX series, SP series, FLYER)
Sparmax covers a 2-year warranty on most compressors and airbrushes for manufacturing defects. Email [email protected] for North America claims - include your serial number (found on the voltage sticker under the compressor) and photos.
JoyToy
Warhammer 40K figures, 1:18 military action figures, Space Marines, Chaos Space Marines
Claims must be submitted within 15 days of receiving your order. Email [email protected] with your order number, photos or video of the defect, full delivery address, and phone number. You do not need to return the defective item - JoyToy ships the replacement directly.
Prime 1 Studio
Premium statues and figures (Resident Evil, DC, Marvel, Warhammer, game characters, Museum Masterline)
Claims must be submitted within 30 days of receipt. Email [email protected] with photos of the defective parts, the serial number on the statue, and your purchase receipt as proof of purchase.
Other brands
Square Enix / Play Arts Kai, ALTER, FREEing, Phat Company, Sentinel, Max Factory, and others
Most Japanese-only manufacturers do not have English support portals. Contact us with your order number and photos of the defect - we will coordinate with the distributor on your behalf.
Contact usQuestions
Frequently asked
Can I return an opened item?
No. Opened items are not eligible for return. If your item has a manufacturing defect, use the manufacturer replacement portal below.
I bought a blind box and got a duplicate / variant I did not want.
Blind boxes and mystery items are final sale with no exceptions. The random outcome is the nature of the product. If your item arrived damaged or defective, contact us.
I bought a $300+ item - can I return it?
Items priced $300 or above per item are final sale and cannot be returned. The exception is if we sent you the wrong item or it arrived damaged - contact us and we will make it right.
Can I return my preorder balance payment?
No. All preorder payments are final sale - both the deposit and balance payment. The only exception is if AniToy cannot fulfill the preorder, in which case you receive a full refund plus a bonus AniCoin grant.
The box is dented but the figure inside is fine - can I return it?
Box condition damage from shipping is handled case by case. Contact us with photos within 7 days of delivery. Note that minor packaging wear from transit is not always grounds for a return.
I received the wrong item.
Contact us right away with your order number and a photo of what you received. We will cover return shipping and either send the correct item or issue a full cash refund - your choice, regardless of item price.
My model kit is missing a part.
For Bandai kits, go directly to the Bandai replacement portal above - they cover missing parts even if you already built the kit. For other brands, contact us first and we will help find the right channel.
How long do replacements take through the manufacturer portals?
Manufacturer replacement times vary - typically 2-6 weeks. They ship replacement parts directly to you. AniToy cannot speed up or track these requests once submitted to the manufacturer.