Policies

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 ability to allow people to reserve their own personal copy, before the release. Pre-orders allow consumers to reserve an item in advance and allow manufacturers to gauge how much demand there will be.

Items at Urban Collector with a 'Pre-Order Item' designation and/or a 'Future Availibility' will 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. Once the item is in stock, the remaining balance (Item price minus your deposit, plus S&H charges) will be due. Please note that the Deposit is non-refundable. Exceptions to the non-refundable Deposit are listed below. We do not have control over shipment of items nor when we will receive them, so occassionally, items will be available from other sources including toy stores prior to our site. This availability does not affect your preorder, you are commiting to purchase the item regardless of in stock availability at Urban-Collector.

If for any reason the product becomes non-available, a full refund for you deposit will be credited back to your account.

Urban Collector makes an effort not to oversell a pre-order / backorder item, but there may be times when we do not recieve our entire allocation of a product. When this occurs, we fulfill orders based on the earliest order date through the most recent order. 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.

Paypal Payments automatically deduct the entire order price from your source of payment. Within your email receipt we will provide you with options to either keep your payment in full, or we can refund the price difference so that you only are paying the 10% deposit up front.

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

All order cancellation requests MUST be submitted via email. 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 will be assessed a minimum 20% 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). It certainly isn't anything personal, but in today's economy you need to be resposible for what you order. Think of it this way, you're only down 20%, while we are eating 80% of the cost.

Please feel free to contact us directly with any product or service concerns you may have. We would appreciate an opportunity to satisfy your service needs directly, prior to any external escalation procedures.

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, 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 "Mint Box". Although the majority of our products and packaging are prestine, we will not and do not guarantee the condition of the packaging.

If an item is damaged during shipping, please contact us via email (using the Contact Us page) 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. Keep all 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 file with UPS or USPS and can take up to 60 days, so please be patient.

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.

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.

If you have received an incorrect item, please contact us immediately 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, please contact us via email within 24 hours of receipt of the item and we will make arrangements for a replacement if possible. If the item is damaged, please provide us with a digital photograph of the damaged merchandise attached to your initial email to us. We will provide you with a return shipping label for authorized returns (Authorized returns must be dropped off at UPS / USPS within 2 business days of our email w/return label being sent to you).

Unwanted unopened merchandise may be returned for a refund or store credit within 30 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 will be assessed a 50% restocking fee.) Unopened item returns must be received in new, sellable condition in order for you to receive credit.

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 Exchanges: If you receive a costume and require a different size, we will exchange the unused and undamaged costume; 1.) if we have the requested size in stock and 2.) customer pays for shipping the original costume back to us

You must contact us within 24 hours of receiving the original costume for a size exchange.

If you have received a damaged costume, contact us within 24 hours and we will work with the manufacturer to get you a replacement costume.

Costumes ordered between Oct. 15th and Oct. 31st are not returnable. This is due to the limited supply of exchangeable merchandise on hand. If you order between Oct. 15th and Oct. 31st, you are accepting the fact that you may not return the costume.
Outside of this exchange policy, costumes are not returnable.

Foreign (non-U.S.) orders. Urban-Collector offers shipping to select International Locations. As our familiarity with International Shipping grows, we plan on offering shipping to more locations through additional shipping methods.

We currently only offer USPS (United States Postal Shipping) 'International Priority' outside of the U.S. Our decision was to utilize a method that had the least probability of our consumers being charged additional customs/brokerage fees. With that being said, Urban-Collector is not responsible for any customs and/or brokerage fees that your country may place on incoming parcels. Unfortunately, we cannot answer questions related to your specific countries policies related to customs and brokerage fees.

If you are unable to place an order, we have not added your country to our International Shipping destinations. Please check back soon as our International presence expands on a daily basis.

International Purchases

We ship packages internationally every day. To make an international purchase, choose one of the international shipping methods in the shopping cart.

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, or second day air, remember the day you place your order does not count as a day in travel.
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 can not 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 and figured by the weight of your order from point A to B. You can calculate your shipping prices by using the Shipping Calculator on the 1st page during checkout.

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 at: questions@urban-collector.com 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.

Contrary to popular belief, Urban Collector does not own the US Postal Service, UPS, FedEX nor International Postal Services. 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: questions@urban-collector.com.

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

The first and preferred method is through paypal.com. All payments shall go through swtill@yahoo.com or swtill@urban-collector.com (a verified premier business member on paypal). Payments through paypal require a CONFIRMED address. Shipping will be to the confirmed address only. If you have questions about shipping to a different address, please email us in advance of purchase. 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. 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.