Return Policy
We want you to be happy with every order. Because collectibles, figures, and model kits are often limited-run, display-grade, or collector-sensitive items, our return policy is built around keeping products in sellable, original condition. Please read the details below before requesting a return.
Standard return window: 30 days from delivery, unless a specific product page states otherwise.
Unopened / Factory-Sealed Items
Items that are still factory-sealed, unopened, and unused may be returned within 30 days of delivery. To qualify:
- The item must be in the same condition it was received in
- All original packaging, inserts, and accessories must be included
- Outer packaging should not be used as the shipping box (see packing instructions below)
Opened or Used Items
Once an item has been opened, unsealed, assembled, or removed from its original packaging, it is generally not eligible for return. This includes:
- Figures or kits removed from their box or blister packaging
- Cases or sets that are no longer factory-sealed
- Model kits that have been started, glued, cut, or painted
- Items showing visible signs the packaging was opened
Items That Cannot Be Returned (Open or Unopened)
Some categories are final sale regardless of condition, including:
- Graded or authenticated/cased collectibles
- Limited edition or numbered pieces once unsealed
- Trading cards
- Apparel that has been worn, including costumes
- Any item marked “final sale” or “non-returnable” on its product page
Damaged or Defective Items
If an item arrives damaged or defective, contact us within 30 days of delivery and we’ll make it right with a replacement (or replacement part, if that resolves the issue) or a refund if the item is no longer available. We may ask for photos of the damage or defect to help us process your request quickly.
The following are not considered defects:
- Minor cosmetic imperfections in paint or sculpt that are typical of the product line
- Outer packaging/box condition, unless your order specifically included package-grading protection
How to Start a Return
Please contact us before sending anything back — returns sent without prior authorization may be delayed or declined.
- Email: [info@collectobase.com]
- Phone: [302-468-6416] ([10 AM–6 PM EST, MON–SAT])
Once approved, we’ll provide instructions and, if applicable, a return shipping label.
Return Shipping
If the return is our error, or the item was damaged/defective in transit: We’ll cover return shipping when you use our provided prepaid label. If you choose to ship it back yourself using your own carrier, you’re responsible for that cost and for any loss or damage that occurs in transit.
If the return is for any other reason (changed your mind, ordered the wrong item, etc.): You are responsible for return shipping costs, and we’re not responsible for packages lost or damaged on the way back to us.
International customers: For our-error or damaged/defective returns, we’ll issue store credit toward the reasonable cost of return shipping; you’ll arrange and pay for the actual shipment. For all other returns, shipping costs are your responsibility.
Packing Your Return
Please pack the item securely in an appropriately sized shipping box with adequate padding (bubble wrap, packing paper, etc.). Never apply a shipping label directly to product packaging. Items that arrive back damaged due to inadequate packing may receive a reduced refund.
Refunds
Refunds are issued to your original payment method once we’ve received and inspected the returned item. If we can’t refund the original method, store credit will be issued instead.
Typical timing after we process your refund:
- Credit/debit card: 3–5 business days
- PayPal: up to 30 days, per PayPal’s policies
- Store credit: immediate
Refused or Undeliverable Packages
Refused shipments are treated as returns, with any return shipping costs deducted from your refund.
If a package is returned to us as undeliverable due to an address error or missed delivery, we’ll reach out to arrange reshipment; return and reshipping costs must be paid before we resend it. International customers are responsible for any customs fees or duties on refused/undeliverable shipments; if customs disposes of a shipment, no refund will be issued.
Restocking Fees
We don’t typically charge restocking fees, but reserve the right to in cases such as:
- Returned items are missing pieces, damaged, or opened when they shouldn’t be
- The item was inspected/opened by customs
- The return arrives after the 30-day window
Frequently Asked Questions
I ordered the wrong item — can I return it? Yes, as long as it’s unopened and within 30 days of delivery. Contact us to start the process.
My item is defective, but it’s now sold out. What happens? We’ll issue a refund if we can’t provide a replacement.
I received this as a gift — can I return it? We need proof of purchase to process a return, so you’ll need to check with the original purchaser for the order details or receipt.
How long will my return/exchange take? Returns are processed in the order received; please allow a few business days after we receive your item for inspection and refund processing.