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Shipping & Returns

Shipping Policy

  1. We use either China or Hong Kong shipping companies to ship your order. Bulk purchases using sea shipping is possible, please contact customer service if you have any inquiries

  2. Expect your in-stock item to be shipped within 3-5 business days.

  3. Custom toys are usually shipped to you by the artist that created them, so it may take a few extra days for them to mail your custom toy order.

  4. We ALWAYS send you an email once your package has shipped.  This happens automatically as soon as our warehouse applies postage. If you have not yet received that email, that means we have not yet shipped your order. Check your spam folder

  5. Tracking numbers will be included in the shipping confirmation email for all services 

  6. PREORDERS DO NOT SHIP RIGHT AWAY. Please be aware of the status of the items that you order. 

  7. We do NOT offer any refunds for packages that are in transit, or for packages that are delivered later than expected.

Return & Exchange Policy

  1. Returns / refunds are accepted for items that arrive with unreasonable damage to the product (packaging is NOT included in this policy: boxes exist for the protection of the toy only, and are meant to be thrown away once the toy arrives safely). Take a photograph ON THE DAY OF DELIVERY and email us that same day at info@arctong.com to request a return, refund or replacement. An address will be provided for each return once we’ve approved it.

  2. No refunds will be offered for damaged items that have been in your possession for longer than 3 days. After 3 days we expect you to have opened and examined the item. Any longer than 3 days, we will assume that the damage has occurred as a result of your actions after the item has come out of the box.

  3. We do NOT offer any refunds for items which are slightly shorter or taller than the height listed in the item description.

  4. We do NOT offer any refunds for intact items which have been opened and removed from their packaging.

  5. We do NOT offer any refunds for packages that are in transit, or for packages that are delivered later than expected. Once the package leaves our warehouse, the length of time in transit is out of our hands.

  6. We do NOT offer any refunds to customers who decide that “the order is no longer of importance” to them and who prefer to “concentrate their energies” on things other than being patient and waiting for the package to arrive. Yes, that happened.

  7. All refunds and returns should be handled directly with Alec Wong at info@arctong.com. There is absolutely no reason at all to go directly to your credit card company or PayPal to file a case or start a chargeback. 

  8. Shipping costs are non-refundable. If we agree to a refund, it will be a refund of the price of the product(s) only, minus a 15% restocking fee. We will not cover shipping costs incurred by you when mailing us the item to be returned.

  9. We will not issue a refund without a return of the product in question.

  10. We will provide a return address to you once we have granted the return. Do not ship back a return without knowing the exact address to which you should be shipping.

  11. Customs fees, VAT and other taxes are the responsibility of the buyer/recipient and will not be refunded or covered by Arctong. You owe those fees to your own government. 

  12. If your package is returned to our warehouse as “Undeliverable” for any reason, you may choose to have the package re-shipped to you at your expense, or you may opt for a store credit for the amount that you paid for the product(s), minus a 15% restocking fee. Store credit will be issued in the form of a discount code or rewards points of the same value.

  13. We reserve the right to cancel any order, at any time, for any reason, with no warning, up to the time of shipping.

  14. Flipping is not allowed and that rule is strictly enforced. Any customer who immediately resells an item purchased from our shop at a much higher price than our retail price is known as a “flipper.” We are a shop that caters to collectors, not flippers, and if an eBay listing is discovered that is flipping one of our items, we will cancel the related order and ban the customer.

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