FREQUENTLY ASKED QUESTIONS
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Welcome to our new website! We recently updated our online shop to a new platform and we hope you will enjoy the improvements we've made. The following are some of the changes you should keep in mind:
- Old accounts have NOT been transferred to the new platform so you will need to set up a new account to keep track of your orders.
- All pending Pre-orders/orders on hold will not be accessible through the new website. But rest assured they are still safely stored on our system. Pending Pre-orders will ship accordingly once they become available, and orders on hold will continue to be held until you let us know that you are ready to have them shipped. Please contact us at firstname.lastname@example.org for updates on those orders.
If you had an existing account with us on the old version of our website you will need to create a new account. Old accounts have not been transferred over to the new system. We're very sorry for the inconvenience. Please refer to the above for further information regarding these changes.
For DOMESTIC ORDERS (within the United States) we offer the following shipping options: UPS Ground, USPS First Class, USPS Priority Mail or USPS Express Mail.
For INTERNATIONAL ORDERS (outside the United States) we offer the following shipping options: USPS Express Mail International, USPS Priority Mail International or USPS First Class Mail International.
Flat Rate and Free Shipping are available for domestic orders only and we will ship your order via UPS Ground, USPS Priority, or USPS First Class, depending on the most economical method for the order size and shipping location. If you require a specific shipping method, please choose the corresponding option instead of using Flat Rate or Free Shipping.
Please note: Some items may not be eligible for Flat Rate or Free Shipping due to extreme size/weight. Exhibition pieces from our gallery are excluded as well. If an item does not qualify this will be noted in the item description.
We ship to all addresses within the United States.
If you’re outside of the United States, we most likely ship to your country as well. You can view the list of countries we ship to during checkout when you enter your address information. If you don’t see your country listed, please email email@example.com and we’ll look into it for you.
Yes, you can view all shipping options and rates before checkout. Add the item(s) to your cart and go to the View Cart page. Click on the "Estimated Shipping" link and select your Country, State, and Zip code. Click on the "Estimate Shipping" button and you will see the available shipping methods underneath.
Confirmed orders usually process within 24 hours, or the next business day. Once your order is ready to ship, you’ll receive a shipping confirmation email with tracking information.
If you order a Pre-order item (as noted in the product description), it will ship once the product arrives from the manufacturer. The estimated ship date is typically stated in the product description.
USPS First-Class Mail Service
Approximately 5-7 business days
USPS Priority Mail Service
Approximately 2-3 business days
USPS Express Mail Service
Approximately 1-2 business days
(Please note: Timeframes are not guaranteed and don’t include time required by Customs in your country to clear the package.)
USPS Express Mail International
Approximately 3- 5 business days.
USPS Priority Mail International
Approximately 6-10 business days.
USPS First Class Mail International
Delivery time varies by country; this shipping method is typically slower and can take up to 60 days.
Most packages are insured for the full value of the merchandise purchased. If you don’t receive your package within 21 days for domestic orders or 45 days for international orders, please email us at firstname.lastname@example.org and we’ll provide you with instructions on how to get a refund or replacement.
Once your order ships, you’ll receive a shipping confirmation email with tracking information. Tracking status is provided for almost all shipments.
Please note: International orders shipped via USPS First Class Mail International have more limited tracking. In most cases, your package will be trackable up to the point where it leaves the United States. Once it reaches your country, the tracking status may or may not be updated depending on your country's postal system.
Since we’re based in New York, we’re required to charge sales tax on any orders shipped to addresses within New York State. We don’t collect Customs fees, duties, or VAT for orders shipped to destinations outside of the United States. The recipient is responsible for these fees which are determined by the destination country's specific regulations.
Absolutely! You’ll receive a ready-to- pickup notice via email within 24-48 hours from the time your order is placed.
To pick up your order, come by during our store hours and bring your invoice, valid ID, and the credit card used to make your purchase. For store hours and location click here.
Hold for Later Delivery is available for customers who want us to hold their purchases and ship them at a later date. This option works well for international customers who’d like to combine the shipping of several orders into one shipment, which helps save on shipping costs.
Just choose the Hold For Later Delivery option during checkout and we’ll hold onto your order(s) until you’re ready to have it/them shipped. When you’re ready to have your order ship, email email@example.com to let us know and we will provide you with a shipping quote. Once shipping is paid your order(s) will ship immediately.
We accept American Express, Visa, Mastercard, Discover, and Paypal.
Yes! We certainly do. Just choose Paypal in the dropdown menu during checkout.
If you’re not satisfied with your purchase, you may return the merchandise for an exchange or store credit only; we don’t offer refunds. Please direct all return inquiries to firstname.lastname@example.org within TEN (10) days from date of receipt. Returns made without contacting us first via email will not be honored. Merchandise must be returned in brand new and unused condition, in its original packaging. Sealed packaging can be returned only if unopened. Blind box items can be returned only if unopened. Shipping costs are non-refundable. For items that are shipped flat rate or free, our actual shipping and handling costs each way are deducted from your store credit.
FOR GALLERY AND EXHIBIT ITEMS, ORIGINAL ART (including customized toys), AND PRE-ORDER ITEMS, ALL SALES ARE FINAL. Once payment is received for these items, your order cannot be cancelled or returned.
Order cancellation requests are considered on a case-by-case basis and are subject to a 15% restocking fee. We don’t accept cancellations on GALLERY AND EXHIBIT ITEMS, ORIGINAL ART (including customized toys), or PRE-ORDER ITEMS. Once payment is received for these, your order cannot be cancelled or returned.
If the item you received has a significant manufacturing defect (e.g. the product is broken or missing parts), we’ll be happy to exchange it for the same non-damaged item; if the item is no longer in stock, it may be exchanged for another item of equal value or a refund may be issued.
Please direct all return inquiries to email@example.com within TEN (10) DAYS from the the date of receipt. Returns made without contacting us via email will not be honored. Merchandise must be returned in brand new and unused condition, in its original packaging. Items damaged due to customer abuse or negligence will not be accepted. We will cover return shipping for damaged items.
Some of the items we sell are made in very limited quantities. Therefore we’ll sometimes put a limit on the amount that one customer can purchase (usually one per customer). This will promote a fairer chance for collectors to obtain limited edition, hard-to-get items.
Blind Box refers to the type of sealed packaging that keeps the contents of the toy a mystery until you open it. Blind boxes typically come in a Series that are made up of a variety of different figures / designs that are usually depicted on the side of the box listed along with the odds of finding each one. Some are rarer than others and some are even super rare and hard to find. These are referred to as *secret* or *chase* figures.
Some items we have available for purchase are Pre-order items. This means you’re paying in-full for an item in advance, before its official release/ship date. The estimated release/ship date will be noted in the product description, and the item will not ship to you until that date. Please note that the shipping schedule is subject to change. ALL SALES ARE FINAL for pre-order items. Once payment is received for these items, your order cannot be cancelled or returned.
If you’re ordering both in-stock as well as Pre-order items, we ask that you place separate orders. If in-stock items are ordered together with Pre-order items, your entire order will be held until all of the items are ready to ship.
If you have a Pre-order item in the same order as in stock items we will typically hold the entire order until everything is ready to ship. If you would like to split the order please contact us and we will arrange it for you. Additional shipping fees will apply.
Every time you make a purchase on our website, you'll earn reward points based on the amount you spend (with the exception of gallery/exhibit from the Exhibit and Original Art sections). You can redeem your points for dollar discounts on future purchases! Use your points towards the purchase of almost anything (with the exception of gallery/exhibit from the Exhibit and Original Art sections) and exclusive items. To earn points, be sure you create an account or sign into your account before completing your purchase so that your points can be applied.
- Earn 1 point for every $1 spent! Rewards are issued as coupon codes which you can redeem during checkout. Coupon codes will be sent via email to the email address associated with your account. Coupon codes can also be viewed in your "My Rewards" tab.
- Minimum purchase applies depending on the reward value. To find out more click on the *myplasticpoints* button on the bottom left corner.
- Earn bonus points for special occasions such as your birthday, or when you refer a friend, or share on social media.
- Points do not expire. Points cannot be transferred to another account or person, cannot be sold or traded, cannot be applied retroactively once an order is placed.
- myplasticheart reserves the right to modify or discontinue the reward points program at any time.