We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. You are responsible for return shipping; however, you may opt for return shipping to be deducted from your refund once we receive your return.

RETURNS

We do not accept returns of any kind on the following items:

• Gift Cards
• Pre-Ordered Products
• Eco-TEK & Funko Pop Protectors
• Mystery Boxes (or any of the contents therein)
• Clearance/ OOB Collections (Damaged Box Products)

Return of In-Stock Items: 

Returns of items listed as In-Stock at the time of purchase are permitted within 30 days after shipment has been marked delivered by the carrier. Returns shipped back to us will have shipping costs (exact amount) deducted from your refund amount. If your order shipped free, the shipping cost will be calculated as $4.00 per item up to a maximum of $12.00. 

All returns must be in the original, factory-sealed (if applicable) packaging and in the same exact new/ mint condition that they were received in unless otherwise stated in the product listing. Products that have been opened, altered, played with, or tampered with in any other way are NOT eligible for return. 

PLEASE NOTE: If the product is damaged in returning it to us, you will not be refunded. We take great pride in shipping your products to arrive in mint condition; please do the same for us when returning your items. For best practices, you can use the same packaging your item arrived in unless it’s damaged. Understand the customer bears the responsibility of adequate packaging and the entire risk of damage in the return process, so if damaged by either their inadequate packing or the carrier who ships the products back, the return will not be refunded.

Please do not send your purchase back to the manufacturer. You will not be refunded.

To be eligible for a return, you must use the Return Form found on the contact us section of our site and receive an RMA number (Return Merchandise Authorization). If your shipment qualifies for a return, you will receive a pre-paid return label and instructions via email. Returns sent back without an RMA number or submitted after 30 days of delivery, not in their original condition, is damaged, or missing parts for reasons not due to our error, will not be refunded.

Seller Error: If we made a mistake, such as sending the wrong item, please submit a contact form on our site or email us directly at returns@emeraldcitycollectibles.com within 3 days of receiving your order. We will then begin processing your return and/ or replacement at no additional cost to you. Images of the incorrect product(s) will be required. If no contact has been made, alerting us to the error 3 days from the original delivery date, your order will not be eligible for replacement or refund. If the item is out of stock once the return has been processed, we will not replace the item and refund your original payment method.

To start a return, you can fill out the return form found on our site under the contact us section or email us directly at returns@emeraldcitycollectibles.com. If your return is accepted, we’ll send you a pre-paid return shipping label, along with instructions. Items sent back to us without first requesting an RMA number (Return Merchandise Authorization) will not be accepted.

You can always contact us with any questions at support@emeraldcitycollectibles.com.

Damages and issues

Please inspect your order upon receiving it and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right as soon as possible.

Unfortunately, we cannot accept returns on Clearance, OOB Collections, pop protectors, Mystery boxes (or any of the contents therein), or gift cards.

Exchanges

Due to the nature of this industry, we are unable to offer exchanges. The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take 7 to 10 business days for your bank or credit card company to process and post the refund.