FAQs

We accept major credit and debit cards, along with other supported payment options displayed at checkout. You'll see all available payment methods before placing your order.

Unfortunately, "I'll trade you three Funko Pops and a slightly damaged Batman figure" is not an accepted payment method. We checked.

Having a sudden moment of financial responsibility? We understand. Unfortunately, orders don't come with an undo button.

If you need to change or cancel an order, contact us at support@urbaycollectibles.com as soon as possible.

In-Stock Orders:

We'll make every reasonable effort to cancel your order before it progresses too far through fulfillment. Order changes are subject to availability and processing status. Once the warehouse gets moving, there's no guarantee we can stop it.

Pre-Orders & Back-Orders:

Cancellation requests must be submitted within 1 hour of placing your order. After that, your order is considered a confirmed commitment, and voluntary cancellations are generally not accepted, subject to applicable law.

That future collectible you absolutely had to reserve? Yeah, we took you seriously.

Refunds & Processing Fees:

For approved voluntary cancellations, non-refundable payment-processing costs may be deducted from your refund where permitted by applicable law.

Already Shipped?

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

Sadly, our shipping team hasn't figured out how to teleport packages back to the warehouse. We're working on it.

Oops! Looks like your collectibles were planning a surprise visit to someone else's house. How thoughtful of them. 🙄

Contact us immediately at support@urbaycollectibles.com with your order number and the correct full shipping address.

If your order hasn't shipped yet, we'll do our best to update the address before fulfillment. However, changes cannot be guaranteed.

If your order has already shipped, we may no longer be able to change its destination.

Unfortunately, our packages haven't mastered teleportation yet. We're still waiting for that software update.

Absolutely! All our products are new unless otherwise clearly stated in the product description.

If an item has a different condition, we'll tell you upfront. No hidden surprises, no mysterious previous owners, and no "slightly damaged during a battle with Thanos" excuses.

The characters might have a complicated past. Your collectibles shouldn't.

Absolutely! Because apparently, we like planning our shelf-space problems months in advance.

You can reserve upcoming action figures, Funko Pops, statues, model kits, and other collectibles before they're available to ship.

Each pre-order includes an Estimated Time of Arrival (ETA), but these dates are not guaranteed. Manufacturers and distributors can change release schedules, and arrival or shipping dates may shift.

Think of the ETA as an educated guess, not a promise. Unfortunately, we haven't figured out how to control manufacturers, shipping delays, or the space-time continuum. We're working on that last one.

We get it. Some collectors open their figures. Others inspect every corner of the box like they're conducting an FBI investigation. No judgment. We understand both.

We handle and pack orders with care, but minor scuffs, dents, creases, or other packaging imperfections can sometimes occur during manufacturing, distribution, or shipping. We cannot guarantee mint-condition or flawless packaging unless specifically stated in the product listing.

If box condition is especially important to you, please review the product details or contact us before ordering.

The figure might be indestructible. The cardboard? Unfortunately, it didn't get the same superpowers.

Absolutely! We sell fictional characters, not fictional authenticity. There's a difference.

All products sold by Urbay Toys & Collectibles are genuine and authentic. We source our merchandise through reputable suppliers and distribution channels. No counterfeits, no cheap imitations, and no unauthorized reproductions pretending to be the real deal.

When a product is officially licensed, it's offered as genuine licensed merchandise. We believe collectors deserve authentic products and the confidence of knowing exactly what they're buying.

We love a good plot twist. Finding out your collectible is fake? Yeah, that's not one of them.

Where do you ship from?

We're based in Miami, Florida, where we operate our own warehouse. Depending on the item, orders may ship from our Miami warehouse or one of our distribution partners.

No Batcave. No secret underground superhero headquarters. Just real warehouses, real people, and an unreasonable number of boxes filled with things you swore you weren't going to buy.

We handle the shipping. You handle explaining why another package showed up.

Once your order ships, we'll send tracking information to the email address you provided at checkout. You can follow your package's journey directly through the shipping carrier.

Please allow some time for tracking updates to appear after shipment.

And yes, we know you're going to check the tracking number every 15 minutes, even though it hasn't moved since the last time you checked.

Unfortunately, refreshing the tracking page doesn't make the delivery truck go faster. We've tested that theory extensively.

Our collectibles are ready to see the world. Customs, unfortunately, has decided to be the final boss.

International shipping is available to eligible destinations. If your country appears as an available shipping destination at checkout, we can ship your order there.

Shipping costs and delivery times vary by country. International orders may also be subject to customs duties, taxes, and import fees, which are the customer's responsibility unless otherwise stated at checkout.

Customs inspections and processing may cause additional delivery delays.

We can ship your collectibles across borders. Convincing customs that your 47th action figure is a necessity? Sorry, that one's on you.

Sometimes a collectible arrives and you realize it wasn't meant to join the team. Awkward. Even the Avengers had roster changes.

Eligible merchandise may be returned within 14 days after delivery, subject to our Return, Refund & Cancellation Policy. Items must meet the condition and eligibility requirements outlined in that policy.

Before sending anything back, please contact us at support@urbaycollectibles.com with your order number so we can review your request and provide return instructions.

Please don't ship anything back without contacting us first.

We love surprise collectibles. Surprise packages showing up at our warehouse with no explanation? Not so much. We're collectors, not mind readers. 😂

Well, that's one unboxing surprise nobody asked for. We're sorry if your collectible arrived damaged. Apparently, someone forgot that "handle with care" isn't just a friendly suggestion.

Please contact us as soon as possible at support@urbaycollectibles.com with your order number and clear photos of the damaged item, product packaging, and outer shipping box.

Please keep the original packaging while our team reviews the issue. We'll assess the damage and help determine the appropriate next steps in accordance with our policies.

Battle damage belongs in the character's backstory, not your delivery.

Well, that's an unexpected plot twist. You ordered Batman and somehow ended up with SpongeBob. Not exactly the crossover you were hoping for.

If you received the wrong item, please contact us at support@urbaycollectibles.com with your order number and clear photos of what you received, including the packaging.

Our team will review the issue and help resolve the mistake. Please keep the item and its original packaging until we provide further instructions.

We love surprise character appearances. Surprise substitutions in your order? Yeah, that's not the kind of multiverse we're running.