SUPERPLASTIC SHIPPING & RETURNS POLICIES


ORDERS

We ship from our lovely warehouse in Illinois.  

All orders are subject to acceptance and availability, and items in your shopping basket are not reserved and may be purchased by other customers.

Orders do not ship until they have been fully processed, which can take up to 2 business days. Please take order processing time into consideration before placing your order.  

For USA orders: All standard orders are non-cancelable from the time of purchase. Pre-orders may be canceled within 5 calendar days from the time of purchase by reaching out to super@superplastic.co.

For International orders: All orders may be canceled within 14 calendar days from the time of purchase. If you wish to cancel your order after it has already shipped, please refer to the Return policy/instructions. 

PRE-ORDERS

If you pre-order a product, please note that the inventory has not arrived in the  SUPERPLASTIC warehouse and may still be in production. It’s unlikely, but sometimes unanticipated issues during production may cause an item to be delayed or canceled if it doesn’t meet our standards. 

Pre-orders can be canceled five days after purchase because these super limited-edition toys are made special for you! After those five days have passed, you may not cancel your order. Delivery windows may change, depending on multiple factors that are beyond our control. We try to keep our amazing customers updated on these details when needed.  

We provide customers who’ve purchased a pre-order with a delivery estimate for when the item leaves our warehouse and ships. However, there is no guarantee the item will deliver during that time frame. Anticipate that the order could arrive before or after the dates we’ve approximated.

If you have registered your email address for notification of the arrival of a specific product featured on our Site, we will attempt to notify you by email within 48 hours of the product becoming available on the Site. Please be aware that on occasion certain products that are in particularly high demand will sell out during this period. 

SUPERPLASTIC will store a record of your transactions for a minimum of one year.

NON-US ORDERS

We ship from our warehouse in Illinois, USA. This means that orders being shipped Internationally may incur customs fees. These are 100% out of our control! We do not cover customs values on any orders. For more information about customs fees and taxes, you can contact your local customs office. 

Unfortunately, Superplastic cannot change the value on your package. We are held to some VERY strict shipping laws and breaking those laws can result in our inability to ship to specific countries. To make sure that we can ship your figures to you, we must list the retail value of the order ❤️  

If you have not received tracking updates for 30 days, please reach out to us at super@superplastic.co (within 70-80 days of the order being shipped) and we can file a claim with our fulfillment provider and the postal carrier. If you have any questions about the location of your package before 30 days have passed without an update, please contact the shipping carrier directly.  

ABANDONED OR REFUSED ORDERS

In any case where customs charges are not paid or the shipment is refused or abandoned: shipment costs and customs duties will be deducted from the order’s overall refund value, and the difference will only be reimbursed once we receive the items back. We ship to over 100 countries and this cost will vary depending on the country.

PROMOTIONAL ORDERS

Promotional Orders are a final sale (this includes any discounted promotions and includes Secret Drops and Special Events). We cannot honor sale/promotional pricing once a sale or promotion has ended, nor will we honor sale/promotional pricing retroactively if customers purchased the product before the sale/promo. We do not allow stacked discounts. 

RETURNS POLICY 

Returns are only accepted for unopened, undamaged products. All art toys must be in their original, unopened boxes in order to qualify for a return. All apparel returns must have original tags. Online and in-store purchases may be returned within 14 days of delivery. Returns requested after 14 days will not be accepted. In-store purchases may be returned in-store only. Online purchases may be returned by mail only. All returns will incur a 10% restocking fee. 

Items should be returned unused and with all SUPERPLASTIC and designer garment tags still attached. Returns that are damaged or soiled will not be accepted and will be returned to the customer.

Where provided, any designer packaging such as plastic packaging, boxes should be included with your return. All returns should be requested before you send your item(s) back to us to allow for easy identification and prompt processing. Unidentified items will be returned to the sender. 

To begin your online return, please reach out to super@superplastic.co. Once the request has been approved, your shipping label will be emailed to you.

*Customers returning items repeatedly may be refused at our discretion.

Refunds will be credited back to the original form of payment less the cost of original and return shipping, and the 10% restocking fee. Please note any shipping charges incurred at the time of purchase are non-refundable. You will receive an email confirmation when your online return has been completed and refunded. To facilitate a seamless process and a timely refund, please follow the return instructions below:

    Return by mail:

    -Start the return process by emailing super@superplastic.co

    -Once your return request has been approved, a prepaid shipping label will be emailed to you; please print the prepaid shipping label and attach it to your packaged return items.

    -Call FedEx at +1.800.463.3339 to schedule a pickup or bring the package to the nearest location. All return shipping charges will be deducted from your final refund.  

    -Once received at the warehouse, returns will be processed within approximately 7-10 business days.

    Return in store:

    -Please bring your return in its original, unopened packaging with a printed or digital version of the original receipt. (In-store returns are only accepted for in-store purchases).

    -Refunds will be credited back to the original form of payment and processed within approximately 7-10 business days. 

    CANCELLATION POLICY 

    United States Policy: 

    All standard orders are NON-CANCELABLE from the time of purchase. 

    Pre-orders may be canceled within 5 calendar days from the time of purchase by reaching out to super@superplastic.co.

    International Policy: 

    All orders may be canceled within 14 calendar days from the time of purchase.

    If your order has already shipped, please refer to the Return instructions. 


    *No cancellations or returns will be accepted for SuperBored toy orders after Tuesday July 12th, 2022 at 11:59PM EST.

    WARRANTY CLAIMS

    Goods are classified as faulty if they are not of satisfactory quality, fit for purpose or as described. Please note that items which are damaged or as a result of normal wear and tear; by accident; or through misuse will not be considered faulty. 

    If you receive a damaged product (e.g., the product has missing accessories, lost parts, cracks, or other damages) please reach out to super@superplastic.co with photos of the damage and your order number for review. If we determine that the damage qualifies for a replacement, we will proceed accordingly.

    Please note that replacements for damaged items are not guaranteed, and depend on the availability of the product. If a replacement product is not available, we will offer an exchange, or a store credit refund. 

    US & International Policy: 

    -Please reach out to super@superplactic.co to initiate a claim if you receive a damaged item. 

    -Requires photo of the damage. 

    -Damaged products must be reported to super@superplastic.co within 14 days of the product being shipped.

    LOST IN TRANSIT POLICY

    United States Policy: 

    If your order tracking is not updated for 20 consecutive days, reach out to super@superplastic.co to file a claim. Customers must reach out to us within 70 days of the original ship date in order to file a claim for lost shipments. 


    International Policy:

    If your order tracking is not updated for 30 consecutive days, reach out to super@superplastic.com to file a claim. Customers must reach out to us within 80 days of the original ship date in order to file a claim for lost shipments. 

    “DELIVERED NOT RECEIVED” 

    United States & International Policy: 

    If a customer shipment is delivered but not received (eg.: the order tracking shows delivered, but the customer did not receive it); customers must file a claim with the shipping carrier. Superplastic is not responsible for the product or order after it has been marked as delivered by the carrier. 






    Contact Us: super@superplastic.co