About Us

Satisfaction Guarantee, Returns, Exchanges, Damages And Cancellation Policy

SATISFACTION GUARANTEE

We want you to be completely satisfied with any item you buy from us. If for whatever reason you are not completely satisfied, simply call or email us as soon as possible.

RETURNS & EXCHANGES:

If you are not completely satisfied with your purchase within thirty days of receipt, you may return it for a refund, or an exchange. (This is applicable for non custom and non personalized items only). ALSO WE DO NOT CHARGE RESTOCKING FEES LIKE MOST COMPANIES OUT THERE DO. Returned items must be unused, in their original condition and packaging, with tags still on them if they had any. If you are returning the item for a refund your refund will be initiated minus shipping charges once the item is received in unused and undamaged condition. If you are returning an item for an exchange we will ship the replacement that you are exchanging for once the item is received in unused and undamaged condition.

SHIPPING AND HANDLING CHARGES ARE NOT REFUNDABLE. Furthermore, the customer will be responsible for all return shipping charges. For your security, please ship with an insured courier (e.g., FedEx, UPS, USPS Parcel Post) and retain your receipt. We are not responsible for items damaged or lost in transit when returning an item to us. For free shipping items being returned, actual shipping charges paid by us to deliver the item will be deducted from your item cost refund.

We only accept returns after we have been contacted for instructions on how to return the package along with the packing slip along with a note stating the reason for the return. If you do not have the packing slip, write your name, product name, order number and the reason for the return on a piece of paper or contact us for a copy of your packing slip. All items that have been used cannot be returned. If you return an item to us without contacting us first we will send the package back to you and you will be responsible for the shipping costs.

DAMAGES:

In the unlikely event you receive a product that is incorrect, damaged or missing parts, please notify us within 5 days (as shipping carriers only give us a certain number of days to file a claim on a damaged order) of delivery so that we can quickly take action to resolve the issue by filing a claim with the shipping carrier and arranging a return and/or shipping a replacement. We will take care of all shipping charges in the case of damages during shipment, missing parts or manufacturer defects. Please note: we may require digital images of the damage to process the claim with the shipping company. We may also ask you to keep the item and its packaging for up to seven days before disposing of it just incase the shipping carrier wants to pick the package up for inspection. The shipping carrier usually does not pick up packages for inspection except on high dollar items, but we still ask that you keep the item just incase. If you refused a shipment because of shipping damage please contact us immediately and let us know so we know when to expect it and so we can get your replacement out to you asap.

CANCELLATIONS:

At CollectibleXchange we try to ship our products as soon as possible. For this reason, we cannot guarantee that we will be able to cancel your order after it has been placed. If you call us within 24 hours we will try our best to accommodate you. Once your order has been processed it will be handled the same way as a return. Refused shipments will be considered a return as well. Please see our RETURN POLICY for further instructions.

If an order is refused for a reason other than damage, the customer will be responsible for all shipping costs, including the shipping costs back to the warehouse, and any other costs that incur during the delivery and return process. If the order qualified for free shipping, the customer will be responsible for all actual costs associated with shipping and returning the respective shipment.

CUSTOM & PERSONALIZED ITEMS:

Items labeled custom or personalized on our listings cannot be returned, exchanged or canceled because they are customized to your specifications. Because custom items and personalized items cannot be returned, we suggest you contact us with any questions that you may have before purchasing. Also if you are looking into purchasing a large order for a wedding, party, client gifts, etc. you might want to consider ordering one piece of each item you are interested in as a sample before placing and extremely large order. If your order arrives damaged or a mistake was made by us then please refer to the return and damaged order policy.

QUESTIONS:

If you have questions that have not been answered by the information on this page or on our FAQS page then please send us an email at [email protected] or [email protected].