Customer satisfaction is our top priority, and we want you to be completely satisfied with your purchase from CosPlayCollectibles. We've established specific guidelines to ensure a quick and hassle-free return and exchange process. Our fully staffed team of experts is ready to assist you step by step through this process.
Returns & Exchanges
If you're not satisfied with your purchase for any reason, you can return or exchange the product within 14 days of receipt. Your product is ONLY eligible for return or exchange if the item is still in its original packaging, in new, unused, and resalable condition.
All products properly returned under this policy are eligible for a refund, which may include a refund to the original method of payment or a check issued by CosPlayCollectibles. We will refund you for the total purchase price upon receipt of the product, less round-trip shipping and any applicable restocking fees. A restocking charge may apply to specifically noted products. Additional fees may apply if the item is not returned in its original packaging. Returns will be inspected before issuing credit. Please allow 1-2 billing cycles for your refund to appear on your statement, as credit card companies vary in the time they take to post credits.
If you're returning a product originally purchased with a gift certificate, you'll receive an in-store credit as your refund. If the product was given to you as a gift, you'll also receive an in-store credit as your refund. This in-store credit can be used at our online store.
Please contact customer service at 631-392-6772 for further instructions on your return.
Simple Steps for Returns:
Email us with the following information:
- Full Name
- Phone Number
- Email Address
- Order Number
- Name of the product you are returning
- Reason for the return
Note: To expedite your return request, please ensure all the above information is included in your email. Otherwise, your refund/exchange could be delayed. Within 2 business days, a Customer Service representative will email you instructions for returning your item.
Damaged or Incorrect Items Received
PLEASE INSPECT YOUR ORDER IMMEDIATELY UPON ARRIVAL.
Before the delivery agent completes the delivery, inspect the packaging/box condition. Any packaging damage must be noted on all copies of the delivery receipt. Items rejected solely based on packaging condition may result in re-delivery for a complete customer inspection.
DO NOT DISPOSE OF THE BOX OR ANY PACKAGING MATERIALS UNTIL YOU HAVE INSPECTED YOUR ORDER AND ARE SATISFIED WITH THE PRODUCT.
All claims for shipping or manufacturing damages must be submitted with photos to our Customer Service Department within 3 days of delivery. We do not accept damage claims after the third day.
CosPlayCollectibles, along with our suppliers, reserves the right to repair or replace any piece of merchandise. Many minor damages may be easily repaired to showroom quality. The decision to repair or replace will be at the discretion of CosPlayCollectibles. If repair is deemed impractical, you will be shipped a replacement.
Should you decide not to allow CosPlayCollectibles to repair or replace your item, it may be returned under our standard return policy, which includes the deduction of round-trip shipping and handling.
In the unlikely event that your order is incorrect, missing parts, damaged, or defective, please contact customer service at 631-392-6772 within 3 days of delivery, and we will remedy the situation at no cost to you. We will make every effort to assist you in obtaining the necessary replacements or repair appointments as quickly as possible.
Note: If a replacement has been determined by CosPlayCollectibles, please be aware that neither we nor our suppliers maintain an extensive parts department. For common parts that are missing or need replacement, we can usually obtain them quickly. However, due to our wide selection of merchandise, it is impossible to keep all parts in stock at all times. In some cases, replacements must be ordered directly from the manufacturer, which is located overseas. This may result in a potential lead time of 6 to 14 weeks.