FAST PROCESSING ON ALL ORDERS 

We understand all too well the anticipation of receiving an online order. We typically ship on the next business day if your order is received by 9 am PST Monday - Friday, excluding holidays. Orders received on Fridays after 9 am PST will be shipped out on Monday, as long as neither Monday nor Friday falls on a holiday. 

  

SHIPPING TIMES

Shipping time varies by location. These are only estimates:

Location

*Estimated Shipping Time

 

 

Location	*Estimated Shipping Time
United States	4 - 7 days
Europe	1 - 2 weeks
Canada	1 - 2 weeks
Central & South America	2 - 3 weeks
New Zealand & Australia	2 - 4 weeks
Africa	2 - 4 weeks

 

*This doesn't include our Processing time.

**All shipping times exclude customs delays

 

SHIPPING TO OVER 200 COUNTRIES

We are proud to offer international shipping services. However, the contracts between certain manufacturers and us come with restrictions, and we cannot ship to certain countries. If you happen to be from one of those countries, we will contact you.

 

LOST / MISSING PACKAGES

Emerald City Collectibles is not liable for the completeness of information entered during checkout. Please check your billing and shipping address before processing your order. We offer (third party) insurance on lost or stolen packages, which you can purchase separately in check out. 

 

CUSTOMS

We are not responsible for any custom fees once the items have shipped. By purchasing our products, you consent that one or more packages may be sent to you and receive additional custom fees when they arrive in your country.

 

TRACKING INFORMATION

You will receive an email with a tracking number once your order is shipped.

 

CARRIER STATES: "No Information Available At The Moment"

For some shipping companies, it takes 2-5 business days for the tracking information to update on the system. If you placed your order more than five business days ago and there is still no information on your tracking number, please let us know. You can use the contact us form on our site or email us directly at support@emeraldcitycollectibles.com.

 

WILL MY ITEMS BE SENT IN ONE PACKAGE?

For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you've specified combined shipping.

 

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.