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Policies

Our company is located in the United States of America. All prices are marked in U.S. Dollars. Please see below for FAQs and Policies related to our business processes.

Pre-Order Policy:

What is a Pre-Order? A pre-order is an order placed for an item which has not yet been released. The idea for pre-orders came when people found it hard to get popular, limited edition items in stores due to their popularity. Companies were then given the ability to allow people to reserve their own personal copy, before the release. Pre-orders allow consumers to reserve an item in advance of its release and also allows manufacturers to gauge how much demand there will be for an item.

Items at Urban Collector with a 'Pre-Order Item' designation and/or a 'Future Availability' will typically be charged a 10% non-refundable deposit (of the Sale price) at the time of order. Once the item is in stock, the balance (Item price minus your deposit, plus S&H charges) will be due. Your purchase represents a contract with Urban-Collector to purchase this item. Please note that the Deposit is non-refundable. Exceptions to the non-refundable Deposit are listed below. We do not have control over the shipment of items; nor when we will receive them, so occasionally items will be available from other sources (including toy stores) prior to our site. This availability does not affect your pre-order with Urban-Collector. You are committing to complete your order with Urban-Collector, even if we receive the merchandise after other sources.

If for any reason we cannot attain the product (examples include Manufacturer cancellations and/or Allocations), a full refund for you deposit will be credited back to your account.

Urban Collector makes an effort not to oversell pre-order / backorder items, but there may be times when we do not receive our entire allocation of a product. Your order may be cancelled if we are allocated product and cannot fulfill your order.

Vendors may also choose to cancel a product line if pre-sales are low. If a Vendor cancels a product line, your order will be cancelled at Urban Collector. Although we may offer an item as a pre-order, we cannot guarantee that this item will be made and are not responsible if the Manufacturer decides to cancel a line.

Credit Card Payments will only be charged a 10% deposit for pre-order items. A “pending authorization” for the full amount may be displayed on your online banking statement until we have processed the charge for the deposit (which is typically the next business day after the order). This pending authorization is not a charge from Urban Collector, but is a "hold" put on your available funds by your bank. This hold will be dropped by your bank once the deposit has been processed by Urban Collector (typically within 2 to 5 business days). For additional information regarding "pending authorizations", please contact your bank.

Please note: Urban Collector will make an effort to give advance notice of newly arriving merchandise when the supplier provides us with advance notice. Unfortunately, 30-40% of our merchandise arrives to our warehouse without any advance notice. In order to expedite shipping times, we will process orders as quickly as possible. If you have a change in your payment method or Credit Card, you must contact our customer service department at 612.284.4582 in advance of the merchandise arrival to our warehouse. If your pre-order merchandise arrives and we attempt to charge your card and it is declined for any reason (other than an expired expiration date), we will cancel your order and email you to inform you of the cancellation. You may always reorder at that time.

Paypal Payments automatically deduct the entire order price from your source of payment. This is a Paypal requirement that we are unable to control. Within 1 business day of your order, we will refund via Paypal everything but the 10% deposit back to your Paypal account (the remainder of your order amount will be invoiced as merchandise is received). If you would like to pay the entire amount at the time of purchase, please add a note in the Billing Comments section requesting us to retain the full payment through Paypal. (Additional shipping charges may apply if you select to ship your items "separately".)

Please contact us with any questions regarding this policy prior to preordering any item.


Cancelling an existing order

All order cancellation requests MUST be submitted via email through our "contact us" form (link located on the top of our website). We do not accept cancellations by phone. This is to protect the customer, as email creates a written history of your request and its subsequent outcome that can be later verified in the event that you receive something that you did not wish to receive.

All order cancellations and/or returns not communicated to us the same day as original purchase may be assessed a minimum 10% cancellation/ restocking fee. This is primarily because we are still obligated to pay the vendor for your item (whether you end up purchasing it or not).



Damaged Items

Urban Collector defines damaged items as "damage to the product". We do not consider torn foam packaging, dented display boxes, ripped display boxes, dented packaging windows, missing foam peanuts, bent/creased cards or anything else related to packing material or product packaging as impacting the value of the product. As such, we do not guarantee our products as "MOC or MOMC". Although the majority of our products and packaging are pristine, we will not and do not guarantee the condition of the packaging or cards.

If an item is damaged during shipping, please contact us at via our Contact Us form (link at top of website) within 24 hours of receipt of the item to report the damage. All damage claims also require a photograph of the damaged merchandise to be sent to us (which may be attached to subsequent emails). Retain all broken merchandise and the packaging that the item arrived in. Insurance claims are filed within 48 hours of notification of receipt unless otherwise stated.

** Urban-collector.com is not responsible for damage during shipping and all damaged items will require an insurance claim. These claims are filed with UPS or USPS and can take up to 60 days, so please be patient.

If an item is defective (including broken parts contained within undamaged packaging), please contact us via email within 24 hours of receipt of the item. Defective items are the responsibility of the Manufacturer. We will provide you with information in regards to contacting the appropriate manufacturer for replacement of your defective item.

Broken opened items. Once an item has been opened, the responsibility for warranty lies with the manufacturer. Urban Collector will not be held liable for broken toys/collectibles/costumes that have been opened and/or "played with." We will try to help where we can, but our options may be limited.

International customers must return the damaged merchandise to us before any refunds or credit will be given for either the product or the return shipping fees.


Returning Items

If you have received an incorrect item, please contact us within 24 hours of product receipt and retain all packaging, we will promptly ship the correct item. You may ship the incorrect item back to us at our expense. Please contact us to acquire a shipping label.

If an item is defective (including broken parts contained within undamaged packaging), please contact us via email within 24 hours of receipt of the item. Defective items are the responsibility of the Manufacturer. We will provide you with information in regards to contacting the appropriate manufacturer for replacement of your defective item.

Unwanted unopened merchandise (excluding Halloween Costumes and Accessories) may be returned for a refund or store credit within 14 days of purchase, but the cancellation/restocking fee of 20% will apply. Shipping charges for these returns are the responsibility of the customer. All returns require pre-authorization. Please do not send back items without contacting us first, as we will have no idea why we are receiving the goods and you will likely be waiting a very long time to see any sort of credit or exchange. (Un-Authorized returns and return requests over 14 days of product receipt will be assessed a 50% restocking fee.) Unopened item returns must be received in new, sellable condition in order for you to receive credit. (Opened / Damaged item returns will be assessed a 50% restocking fee.) Please use a trackable shipping method when returning items to ensure your return does not get "lost in the mail". If we do not receive your return, and there is no proof of return shipping (Tracking Number) - we will be unable to provide any type of refund. Return Refunds will be processed within 1 week of our receipt of your return.. We receive hundreds of boxes every day and need to process each box. Your tracking notification indicating that we have received your box only indicates that we have received a truckload of 100+ boxes from UPS. Emailing us 5 minutes after you receive the signature notification saying "I see you have received the return, where's my refund", will not make your refund happen any faster. Please be patient while we work through that days new arrivals. A refund will be provided for new/resalable returns within 48 business hours of our receipt of your return.

Refused Deliveries. If we receive a package back because of a delivery refusal - the following charges will apply. Customer is responsible for original shipping costs, return shipping costs, a 20% restocking fee and any other associated costs (e.g. customs, taxes, etc.) that have been charged towards the fulfillment of your order.

Broken opened items. Once an item has been opened, the responsibility for warranty lies with the manufacturer. Urban Collector will not be held liable for broken toys/collectibles/costumes that have been opened and "played with." We will try to help where we can, but our options may be limited.

Costume/Costume Accessory and T-Shirt Returns:

The following policies apply:
- All returns requests must be communicated to us via our "Contact Us" form.
- Customer pays return shipping via a trackable method.
- Returned items and packaging must be in new / resalable / unaltered condition with no indications of use (which includes no odors such as body odor, perfume/cologne, smoke or any "freshener scent" and the item must not have been washed / cleaned).
- New / Resalable / Unaltered / Non-Washed Returns communicated and shipped back to us within 24 hours of product receipt will receive a full merchandise refund.
- New / Resalable / Unaltered / Non-Washed Returns communicated and shipped back to us between 2 and 14 days of item receipt will be assessed a 20% restocking fee.
- Opened, Broken, non-resalable and/or Washed returns will be assessed a 50% restocking fee.
- Return requests over 7 days past the original delivery date will not be honored.
- Original shipping costs are non-refundable.
- Costume / Costume accessory returns requests between Oct. 25th and Nov. 30th will not be honored.

** Returns require an Return Authorization Number to be accepted at our Warehouse. Return Authorizations numbers are provided when a return is requested through our "Contact Us" form.

Costume / T-Shirt Size Exchanges: The following policies are in place for U.S. size exchanges from our website:

Place a new order for the correct item / item size. We ask customers to do this to ensure that the item is available and to expedite the new product being shipped to you. The new order must be placed within 24 hours of receipt of your original costume. Customers are responsible for new shipping charges for their replacement item.

Costume Size Exchanges are only allowed for the same costume / costume code. If the identical costume is not available, we will exchange for another costume for the same person (a womans costume for another womans costume, a boys costume for another boys costume). We will not honor exchanges outside of these conditions. You are responsible for the full cost of the replacement costume and shipping method you select.

Please include within the comments of your new order the following information: "This order is a size exchange for original order: XXXXX." (where the "x"' represents your original order number)

You may return the merchandise via your own trackable shipping method. Customers are responsible for purchasing their own return shipping. Refunds will be issued within 1 business day of the merchandise arriving at our warehouse.

Once we have received the returned item, we will provide a merchandise refund to your original payment method. Refunds are for merchandise only. Original shipping charges are not refundable.

** Please note: returned merchandise must be in new, unused, resalable condition with all original packaging for a full merchandise refund. Defective merchandise cannot be used for a Costume size exchange and will be handled under our "Damaged Items" policy.

** Due to our frequent stock turnover - all sizes may not be available. In addition, we may not offer a size that meets your needs. In these cases, you may return your costume by following our Costume Return Policy above.

*** International Size exchanges. International customers are responsible for all shipping costs associated with returning and receiving new size adjustments. Original shipping costs are non-refundable.

** We have an extended return policy for purchases made in December. Customers will have up to 28-days to request a return. Return specifics will follow the same requirements listed above, but will be allowed for up to 28 days after purchase date.


Foreign Orders

**International Customers must verify with their National & Local customs office/s whether the items they plan to purchase from our site are permitted entry into their country. This action must be done prior to your order with Urban Collector. Urban Collector will not be held liable for return shipping fees nor original outbound shipping fees if your Country's Customs Office denies merchandise entry.

We declare the full purchase price (not including shipping) and mark items 'merchandise' on the customs declaration. Our Shipping Rates reflect only the Shipping Costs (it does not reflect taxes, tariffs, customs nor brokerage fees). Urban Collector is not responsible for any taxes, tariffs, customs or delays incurred by the customs system in your country nor any additional Brokerage Fees assessed by the postal carrier. If merchandise is denied by the customer, Urban Collector will not be held liable for return shipping fees, taxes, tariffs, nor original outbound shipping fees (these costs will be deducted from any potential merchandise refund).

Any merchandise refunds are issued for the purchase price (in U.S. Dollars) of the ordered item(s), regardless of the current exchange rates.

Urban Collector ships directly to several international countries. These countries are identified by the drop down country selector within the Shipping Calculator on the Cart Page. Customers in these countries must have a "verified billing address" for us to process your order.

Urban Collector may offer some items on our website that we will not ship internationally due to either Bulk (DIM Weight), High Value, Sizing Concerns, or International Restrictions. If you cannot proceed to the Billing Page, that means we do not ship one or more items in your cart to your Country.

Urban Collector does not accept payments originating in one country and shipping to a different country.

For other international countries, we have partnered with Bongo International to service our Foreign customers. Please click on the following link for details on this service Bongo International Shipping



Shipping Costs & Shipping Time

UPS delivery transit time does not include Saturdays, Sundays, or Holidays as delivery traveling days, nor the day you placed your order.

Please review:

1.) Any order placed after 8am EST will not ship out until the following business day.
2.) When choosing next day air, second day air, or 3-Day delivery services - remember the day you place your order does not count as a day in travel. In addition, if you are ordering on a non-business day (Weekends or Holidays), the following business day does not count as a day in travel. (For example; You place an order on Saturday for next day delivery. The next business day (Monday) does not count as a day in travel. You should expect to receive your package on Tuesday (unless Monday was also a Holiday, then your package would arrive on Wednesday).
3.) If you need your package to arrive on a Saturday, you must call us for this service.
Important fact : Urban Collector does not offer free shipping because there is no such thing. We ask you to compare our prices against those who claim to offer you free shipping and you will notice that they add the shipping costs into the price of the product. We would much rather provide you with great sale prices on the majority of our products than increase the product price to cover shipping.

Urban Collector also does not charge a handling fee of any kind!

Urban Collector cannot and does not control the shipping prices. These prices are set in stone by UPS and the US Postal service. Shipping costs are automatically generated from these companies based on the weight of your order, ship-to location and shipping method. You can calculate your shipping prices by using our Shipping Calculator located on the bottom of the cart page (This requires you to add the item to your cart).

When your order ships, you will be notified via e-mail regarding your shipment and the tracking Number of your shipment (if the method chosen by you includes a tracking number). Most purchases over $10 USD will include free insurance within the S&H price.

We will make every attempt to combine your order into the least amount of boxes for that shipment. Certain oversized items may require you to contact us via our Contact Us form (link at top) to attain a quote for an accurate shipping price.

Urban-Collector reserves the right to change your shipping price due to postal rate changes, an item being oversized, or when incorrect weights are provided to Urban-Collector by the Manufacturers. You are responsible for any and all import duties, taxes or brokerage fees (Urban-Collector is not responsible for these charges). Certain products may have restrictions or other regulations that may prohibit delivery to your country. Please contact your local customs department for more information.

Once your merchandise has left our company, we are not responsible for, nor can we answer questions related to, why your package has taken X amount of time to reach you. Please contact the Shipping agency you chose when ordering your merchandise from us.

If you have any questions regarding our shipping policy, please contact us at via our Contact Us form (link at top)



Expedited Shipping (3-Day, 2-Day and Next Day)

We reserve the right to only ship Expedited orders (Orders where a 3-Day, 2-Day or Next Day shipping method is chosen) ONLY to the customers billing address. If another ship-to location is provided, we will give the customer a choice of having the item shipped to their billing address, adding the shipping to address to the payment method as an "authorized address" or cancelling the order.

In Addition, UPS may require signature confirmation for all orders shipped via an expedited method (3-Day, 2-Day and Next Day).



Credit Card, Debit Card and Paypal Requirement

You may pay for your products purchased on Urban Collector in one of two ways.

The first and preferred method is through paypal.com. U.S, Canadian, U.K. and Australian payments through paypal require a Paypal CONFIRMED billing address. We only ship orders using a Paypal account to your confirmed address.

Orders from an *unconfirmed* Paypal Billing Address will be cancelled. Orders from a confirmed Paypal account, but shipping to an alternative address, will also be cancelled.

We do not accept Paypal from any other international countries. If ordering a "pre-order" item, please see our Pre-Order section for Pre-Order payments using Paypal.

Our other payment option is credit/debit cards: Visa, Mastercard, American Express, and Discover. All credit card purchases must pass our internal fraud screening (Your billing address *must* match an authorized address tied to your Credit Card/Debit Card OR International orders without AVS screening must be able to provide documentation confirming their Billing Address and Account Ownership). Purchases originating from a Credit Card that is registered in one Country and shipping to a Different country OR is being shipped to a Freight Forwarder (except when the customer is using an authorized credit card tied to a BongoUS address/account) will be cancelled. We do not Accept Gift Cards & Prepaid Cards, as these Cards cannot be authorized via the issuing bank. (Customers residing in country s we do not directly ship to should review our Foreign orders section for setting up a BongoUS account.) For pre-order items, please see our Pre-Order section for Pre-Order payments using Credit or Debit Cards.

We do not accept checks or money orders at this time. We apologize for any inconvenience this may cause you.



Customer Address Changes, Payment Method Changes and UPS rerouting Fees

Communication of changed payment methods are the responsibility of the customer. Customers must provide new payment information to Urban Collector prior to us processing your pre-orders. If we attempt to process a payment and the credit card on file is declined - we will cancel your order. Please use this webpage for providing us with a new credit card Click Here

Communication of valid ship-to addresses and/or changes in ship-to addresses are the responsibility of the customer. Once pre-order merchandise is in stock, we will process your order and ship to the existing ship-to address. UPS charges Urban Collector a fee for correcting and/or rerouting the customer supplied ship-to address. If Urban Collector is charged an Address Correction fee by UPS, that fee will be passed on to the customer. The address correction fee will be charged to your payment method on file for your order.



Product Pictures, Descriptions Prices and Release Dates

Product pictures and descriptions are provided to us by the manufacturers prior to a products release based on the manufacturer's initial prototypes. As such, the final product may vary from the original product pictures and description shown on our website. Manufacturers may also make changes to a product over time and may not notify us of these revisions. We do not guarantee that our pictures and descriptions will exactly match the final product that you receive, but instead they should be considered as an approximate representation of the product that we are selling.

At times we may receive incorrect pricing and/or the item's price may contain a typographical error. We reserve the right not to honor prices on our site due to incorrect information provided to us by the manufacturer and/or distributor OR that are due to data-entry errors. If a price seems "too good to be true", please verify the price with us.

Release Dates are provided to us by the manufacturer months in advance of the products estimated release. As such, release dates shown on our website are not a guarantee of the date that the product will be released, but should be considered an estimate. Many factors; including manufacturing delays, importing delays and licensing approval many add months onto the originally communicated estimated release date. We will try our best to update our site with the most current information available to us. Placing an order for a pre-order item on our website indicates that you understand and agree-to the fact that product estimated release date delays may occur and that these delays are not grounds for order cancellation.



Signature Confirmation

Urban Collector requires signature delivery for all orders that have a value over $99. This is to help ensure that the delivery provider is delivering a high-value item to you / and not leaving it sit on a porch, in a hallway, or any other location that may be vulnerable to potential theft. This is done to protect you and your valuable item.

In addition, we may require signature confirmation on any shipment that is not sent to your confirmed billing address.

If your order meets any of these conditions, please ensure you are shipping it to a location where you will be able to provide a signature confirmation at the time of delivery.

In addition, UPS requires signature confirmation for all orders shipped via an expedited method (3-Day, 2-Day and Next Day).



Imitation Firearms Shipping Restriction.

CALIFORNIA and KANSAS:

Imitation Firearms, regardless of date, may only be shipped:
1. In conjunction with a frame or presentation box (Display frames sold here: Click Here ); or
2. Solely for export in interstate or foreign commerce; or
3. Solely for lawful use in theatrical productions; or
4. For use in certified sporting events or competitions; or
5. For use in military or civil defense or ceremonial activities; or
6. For public display authorized by public or private schools:

CONNECTICUT, MASSACHUSETTS, WISCONSIN and MINNESOTA:

All replicas of antique firearms (pre-1898) are allowed. We will not ship replicas of modern firearms (post-1898) to these states.

NEW YORK STATE AND PUERTO RICO:

Replicas of antique firearms (pre-1898) are allowed. We will only ship replicas of modern firearms (post-1898) to theatrical, military, police or other government accounts with valid proof of account identity. A copy of a valid purchase order will suffice.

CANADA:

Replicas of flintlock, percussion, and cap and ball weapons are the only imitation firearms that can be shipped to Canada.



Legal Disputes are settled within the state of Minnesota U.S.

All Legal Disputes will be handled within the state of Minnesota, U.S.



** Urban Collector reserves the right to refuse service to anyone. Urban Collector uses email as the sole communication method related to your Order Status (this is to ensure a written history of our communication). Email will be used as the communication method even when the customer requests an alternate method of communication. Please ensure that the "urban-collector.com" domain is marked as "safe" within your email program.

Our documented Policies take precedence over any comments a customer may add to their order.