FAQs

We accept the payment methods available at checkout, including major credit/debit cards and other supported payment options provided by our store platform.

Please contact us at support@urbaycollectibles.com as soon as possible if you need to cancel an order.

For in-stock items, we will make every reasonable effort to cancel the order if it has not progressed too far through fulfillment.

For pre-order and back-order items, cancellation requests must be submitted within 1 hour of placing the order. After that period, the order is considered a confirmed commitment and generally cannot be voluntarily cancelled.

For approved voluntary cancellations, any non-refundable payment-processing costs incurred with the transaction may be deducted from the refund.

Once an order has shipped, it can no longer be cancelled. However, eligible merchandise may still be returned within 14 days after delivery in accordance with our Return, Refund & Cancellation Policy.

Contact us immediately with your order number and the correct address. If the order has not shipped yet, we will try to update it before fulfillment.

Yes, unless otherwise stated in the product description. We aim to list products clearly so customers know exactly what they are purchasing.

Yes. Some items may be listed as pre-orders with an estimated arrival date. Estimated dates can change due to manufacturer or distributor delays.

We do our best to handle and pack items carefully, but minor manufacturer, distributor, or shipping-related box imperfections can sometimes occur. For collectors, we recommend reviewing product details before ordering or contacting us with questions.

Yes. All products sold by Urbay Toys & Collectibles are genuine and authentic. We source our merchandise through reputable suppliers and distribution channels and do not sell counterfeit, imitation, or unauthorized reproductions.

When a product is officially licensed by a brand or manufacturer, it is offered as genuine licensed merchandise. Our goal is to provide customers with authentic collectibles they can purchase with confidence.

Orders are processed and shipped from our Miami warehouse.

Once your order ships, tracking information will be sent to the email address used at checkout.

If international shipping is available at checkout, we can ship to your location. Shipping times, costs, duties, taxes, and import fees may vary by country and are the customer’s responsibility unless stated otherwise.

Returns may be accepted according to our store return policy. Items must be returned in the condition required by the policy. Please contact us before sending any item back.

Please contact us as soon as possible with your order number and clear photos of the item, packaging, and shipping box. This helps us review the issue and assist you properly.

Contact us with your order number and photos of what you received. We will review the issue and help resolve it.