Refund & Return Policy

We are committed to ensuring your satisfaction with our products and service on poptoys.store. If you are not happy with your purchase, we are willing to provide a refund or exchange under the following conditions:

1. Return & Exchange Eligibility

  • All return, exchange, or refund requests must be submitted within 7 days of receiving your purchase by contacting us at sunjack2800@gmail.com or through the Contact Us page.

  • Requests submitted after 7 days of delivery will not be accepted.

  • Products must be returned in original packaging, unused, and with proof of purchase. Items not in acceptable condition will be refused.

2. Damaged Packaging Notice

We carefully pack our products, but due to international shipping, outer box damage may occur. This is caused by logistics providers and not covered under return/exchange policies. We are only responsible for damage to the product inside the blind box.

3. Faulty / Damaged Items

If your order contains incorrect, damaged, or missing items, please email us with the following:

  1. Order number

  2. Screenshot from the livestream (if applicable)

  3. Unboxing video

  4. Clear photos of the broken/damaged item(s)

We only accept returns for faulty or damaged items. Returns for reasons like “change of mind” or not receiving your desired figure in blind box products will not be accepted.

7-Day Return Conditions

  • Returns are accepted only for FAULTY or DAMAGED items.

  • A replacement will be provided if available. If not, we will process a refund.

  • You must contact us using the email address used for your original order: sunjack2800@gmail.com.

  • Returned items must be unworn, unused, with tags, and in original packaging.

Return Shipping Fee

We cover return/exchange shipping costs only for incorrect items. Customers are responsible for return shipping in other cases.

How to Initiate a Return

To start a return, email us at sunjack2800@gmail.com with:

  1. Unboxing video of the product/package

  2. Order number

  3. Photos of the damage

  4. Livestream screenshot (if applicable)

  5. Description of the issue/missing item

  • We’ll reply within 1 to 3 business days with return instructions and the return address.

  • Please include your order number and full name on the package and share the return tracking number with us.

Damages and Issues

  1. If your order was unboxed during livestream, we provide additional packaging. However, minor damage (e.g., detachable parts, small cracks) does not qualify for compensation if it can be repaired with glue.

  2. For serious damage, please send an unboxing video. Compensation will be determined accordingly.

  3. For sealed blind boxes not opened during livestream, we reinforce packaging but do not compensate for damage during shipping due to unopened internal packaging.

Note: All sales are final. Most figures are limited-edition, hand-painted, or assembled manually. Slight imperfections are normal and not eligible for refund. toyapex is not liable for manufacturing defects.

Package Not Received

1. Incorrect Address

We are not responsible for packages lost or returned due to incorrect addresses provided by customers. No refunds or resends will be made for such cases.

2. Marked Delivered but Not Received

If tracking shows “delivered” but you didn’t receive it:

  • Check your mailbox, porch, garage, neighbors, or apartment locker.

  • Contact your local courier and request a Missing Mail Search or delivery location GPS.

If you still cannot locate the package:

  • Contact us at sunjack2800@gmail.com.

  • Contact the courier to obtain a written confirmation of non-receipt. This is required for refund or reshipment.

Once marked as delivered, we are not responsible for lost or stolen packages.

Refund Processing Time

Once we receive and inspect your return, we will notify you of approval. If approved, a refund will be issued to your original payment method.

Please note: Your bank or payment provider may take additional time to process and display the refund. For exact processing time, contact your bank.

Changing or Canceling Orders

To change or cancel your order, contact us within 24 hours of placing the order at sunjack2800@gmail.com.

Once an order has shipped, it cannot be canceled or modified.