Refund policy

Return, Refund & Cancellation Policy

Last updated: August 1, 2026

Urbay Toys & Collectibles is operated by Urbay Commerce LLC.

We want customers to feel comfortable ordering from us while also maintaining fair and sustainable policies for collectible merchandise. This policy explains the terms that apply to returns, cancellations, pre-orders, back-orders, refunds, damaged products, and related matters.

Please review product descriptions, availability information, quantities, shipping information, and order details carefully before completing a purchase.

Nothing in this policy limits any consumer right that cannot legally be waived. If applicable law provides greater rights than this policy, those legal rights will apply.

Unless otherwise required by law, this version of the policy applies to orders placed on or after August 1, 2026. Orders placed before that date remain subject to the terms and disclosures applicable when the order was placed.

RETURN WINDOW

Eligible return requests must be submitted within 14 days after delivery.

The same 14-day return window applies to otherwise eligible:

  • In-stock merchandise

  • Pre-order merchandise

  • Back-order merchandise

To qualify for a voluntary return, merchandise must generally be:

  • Unopened and unused

  • In the same condition in which it was received

  • In complete original manufacturer packaging

  • Returned with all accessories, inserts, manuals, parts, tags, and protective materials

  • Accompanied by proof of purchase

Because many of our products are collectibles, opening manufacturer seals or removing merchandise from sealed manufacturer packaging can materially affect its condition and resale value.

Opened or used merchandise therefore generally does not qualify for a voluntary change-of-mind return.

This restriction does not prevent a customer from making a valid claim involving merchandise that arrived damaged, defective, incorrect, or otherwise qualifies for protection under applicable law.

Once a return is approved, the merchandise should be shipped back within 14 days after authorization, unless we provide different instructions.

Returned merchandise is inspected after receipt. Return authorization confirms that the merchandise may be sent to us for inspection; final refund eligibility remains subject to the merchandise satisfying the applicable return requirements.

HOW TO REQUEST A RETURN OR CANCELLATION

Contact support@urbaycollectibles.com and provide:

  • Your order number

  • The product involved

  • Whether you are requesting a cancellation or return

  • The reason for the request

  • Photos when the request involves damage, defects, packaging condition, or an incorrect product

For cancellation periods that are time-sensitive, including the one-hour cancellation period applicable to pre-orders and back-orders, the time our system receives the customer's email will determine whether the request was submitted within the applicable period.

If a return is approved, we will provide return instructions and the applicable return address.

Please do not send merchandise back before receiving return instructions.

Unauthorized returns may be delayed or refused when we cannot reasonably identify the order, verify the merchandise, or confirm return eligibility.

VOLUNTARY CANCELLATIONS AND RETURNS — PAYMENT-PROCESSING COSTS

Payment providers may charge Urbay Toys & Collectibles processing costs when a customer submits payment. Some or all of those costs may not be refunded or credited back to us when a transaction is later refunded.

When a customer voluntarily cancels an eligible order or voluntarily returns eligible merchandise, actual payment-processing costs associated with the refunded amount that were charged to Urbay Toys & Collectibles and are not refunded or credited back to us may be deducted from the customer's refund, where permitted by applicable law and applicable payment-processing rules.

This applies to eligible voluntary cancellations and returns involving:

  • In-stock merchandise

  • Pre-order merchandise

  • Back-order merchandise

The purpose of this deduction is not to penalize customers or generate additional revenue. It is intended to prevent Urbay Toys & Collectibles from having to absorb non-refundable transaction costs resulting from a customer's voluntary decision to cancel or return a purchase.

Any payment-processing deduction will be limited to the actual non-refundable processing cost incurred or the portion reasonably attributable to the amount being refunded.

If the applicable payment-processing costs are refunded or credited back to Urbay Toys & Collectibles, they will not be retained from the customer's refund on that basis.

If no non-refundable payment-processing cost was incurred, no payment-processing deduction will be made.

We do not currently charge a separate restocking fee for approved standard returns.

Nothing in this section permits a deduction that is prohibited by applicable law.

VOLUNTARY CUSTOMER REASONS

A voluntary customer cancellation or return generally includes situations where the customer:

  • Changes their mind

  • No longer wants or needs the merchandise

  • Orders the wrong product

  • Orders the wrong quantity

  • Makes an accidental purchase

  • Finds the merchandise somewhere else

  • Finds the merchandise at a lower or different price

  • Purchases the merchandise from another seller

  • No longer wishes to wait for a pre-order or back-order

  • Did not notice that the merchandise was identified as a pre-order or back-order

  • Did not review the estimated release, restock, or availability information

  • Did not review clearly disclosed product or order information before completing the purchase

We make reasonable efforts to provide important product, availability, pre-order, back-order, and ordering information before purchase.

Customers are encouraged to review this information carefully before completing checkout.

Failure to review clearly disclosed product or availability information does not require Urbay Toys & Collectibles to absorb non-refundable payment-processing costs associated with a voluntary cancellation or return.

RETURN SHIPPING

For an eligible voluntary or change-of-mind return, the customer is responsible for return-shipping costs.

If Urbay Toys & Collectibles provides a prepaid return label for a voluntary return, the actual cost of that return label may be deducted from the refund where disclosed to the customer and permitted by applicable law.

Original outbound shipping charges are generally nonrefundable for voluntary or change-of-mind returns once those shipping costs have been incurred.

When a return results from an approved error by Urbay Toys & Collectibles, such as shipment of an incorrect item or another issue for which we are responsible, we will provide a reasonable return-shipping solution or reimburse applicable return-shipping costs when appropriate.

When an entire order must be returned because of an approved error by us, applicable original shipping charges will also be refunded.

We recommend using a trackable shipping method and appropriate insurance.

Customers are responsible for securely packaging voluntary returns. We are not responsible for damage to returned merchandise caused by inadequate return packaging.

COLLECTOR PACKAGING

We understand that manufacturer packaging, display boxes, windows, cards, inserts, and similar packaging can be important to collectors.

We take reasonable care when handling and shipping collectible products. However, manufacturer packaging is not guaranteed to be mint or flawless unless the product listing specifically promises a particular packaging condition.

Minor manufacturer or distribution imperfections that do not materially affect the product may not qualify as damage.

Examples can include:

  • Small factory marks

  • Light shelf wear

  • Slight corner or edge wear

  • Minor window imperfections

  • Small surface scratches

  • Paint variations

  • Ordinary manufacturer packaging differences

More substantial damage, including significant crushing, tearing, water damage, or other material shipping damage, will be reviewed under our damaged-product process.

Packaging claims are reviewed individually based on the condition shown, product listing, shipping condition, and other relevant circumstances.

DAMAGED, DEFECTIVE, OR INCORRECT PRODUCTS

Please inspect your shipment promptly after delivery.

If merchandise arrives damaged, defective, or different from what you ordered, contact support@urbaycollectibles.com as soon as reasonably possible and preferably within the 14-day return period.

Please provide the order number and clear photographs showing, when applicable:

  • The product

  • Manufacturer packaging

  • Exterior shipping box

  • Shipping label

  • Packing materials

  • The damaged or affected area

Please keep the merchandise and all packaging while the claim is being reviewed.

Do not discard, repair, modify, or return the merchandise before receiving instructions when an inspection or shipping claim may be required.

Depending on the circumstances and product availability, we may offer an appropriate resolution such as:

  • Replacement

  • Full refund

  • Partial refund

  • Store credit

A partial refund or store credit will not be forced on a customer instead of a full refund when we determine that a full refund is the appropriate resolution or when applicable law requires a full refund.

For an approved refund resulting from an error by Urbay Toys & Collectibles, the refund will be issued to the original payment method unless the customer voluntarily agrees to another permitted form of compensation.

WHEN PAYMENT-PROCESSING COSTS WILL NOT BE DEDUCTED

The payment-processing deduction described in this policy applies to voluntary customer-requested cancellations and returns.

It will not be used to reduce a required full refund when:

  • Urbay Toys & Collectibles cancels an order because we cannot fulfill it

  • A manufacturer or supplier permanently cancels merchandise and we cannot fulfill the order

  • Supplier allocation prevents us from fulfilling a paid order

  • We shipped the incorrect product and determine that a full refund is appropriate

  • An approved damaged or defective merchandise claim requires a full refund

  • Applicable law requires a full refund

  • An applicable shipping-delay cancellation requires a full refund under law

In those circumstances, Urbay Toys & Collectibles will bear the applicable transaction costs as part of resolving the order.

NONRETURNABLE AND FINAL-SALE PRODUCTS

Unless required by applicable law or unless an approved damaged, defective, or incorrect-product claim applies, the following are generally not eligible for voluntary return:

  • Opened or used merchandise

  • Products removed from sealed manufacturer packaging

  • Products damaged after delivery by the customer

  • Assembled figures, models, statues, or model kits

  • Products missing significant parts, accessories, inserts, manuals, tags, or original packaging

  • Gift cards

  • Personalized or customized products

  • Qualifying special-order products after the disclosed nonreturnable stage has begun

  • Products clearly identified as Final Sale before purchase

  • Clearance or discounted products specifically identified as Final Sale before purchase

  • Returns requested outside the applicable return period

  • Products damaged through improper handling, storage, assembly, alteration, or use

Pre-order and back-order merchandise is not automatically nonreturnable merely because it was originally sold as a pre-order or back-order.

Otherwise eligible pre-order and back-order merchandise may be returned within the standard 14-day return window after delivery.

A product is also not automatically Final Sale merely because it is discounted or on clearance. Final-sale status must be clearly disclosed before purchase.

IN-STOCK ORDER CANCELLATIONS

Customers should submit cancellation requests for in-stock merchandise as soon as possible.

We will make a reasonable effort to cancel an in-stock order when fulfillment has not progressed too far to stop the shipment.

Cancellation cannot be guaranteed once an order has entered:

  • Picking

  • Packing

  • Final shipment preparation

  • Carrier processing

  • Another stage where the shipment can no longer reasonably be stopped

Creation of a shipping label does not by itself guarantee that cancellation is impossible. If we can reasonably stop the shipment, we may still approve the cancellation.

Once merchandise has been physically transferred to the carrier, the order can no longer be cancelled.

The customer may instead request an eligible return after delivery under the standard 14-day return provisions of this policy.

When an in-stock order is voluntarily cancelled and cancellation is approved, applicable non-refundable payment-processing costs may be deducted from the refund as described in this policy.

PRE-ORDERS

A pre-order is a purchase of merchandise before the merchandise is available for normal immediate shipment.

Pre-order items are charged in full when the order is placed, even though the merchandise may not yet have been released or received by Urbay Toys & Collectibles.

By placing a pre-order, the customer acknowledges that the merchandise is not available for immediate shipment.

Pre-Order Release and Availability Estimates

Release dates, arrival dates, and availability periods displayed for pre-order merchandise are good-faith estimates based on information available from manufacturers, distributors, licensors, or suppliers.

These estimates may change because of circumstances such as:

  • Production schedules

  • Manufacturing delays

  • Licensing approvals

  • Transportation delays

  • Distributor delays

  • Allocation changes

  • Other circumstances outside our control

We encourage customers to review all pre-order information carefully before completing a purchase.

Pre-Order Cancellation — One-Hour Cancellation Period

Because pre-orders may influence our purchasing decisions, supplier commitments, inventory planning, and incoming product allocations, pre-order cancellations are subject to a limited cancellation period.

Customers may request voluntary cancellation of a pre-order within one hour after placing the order.

The cancellation request must be received at support@urbaycollectibles.com within that one-hour period.

For an approved voluntary pre-order cancellation, actual non-refundable payment-processing costs associated with the cancelled amount may be deducted from the refund as described in this policy.

Pre-Order Cancellations After One Hour

After the one-hour cancellation period has expired, a pre-order is considered a confirmed customer commitment, and voluntary cancellation requests will generally not be accepted.

The cancellation period will not normally be extended because a customer:

  • Changes their mind

  • No longer wants the merchandise

  • No longer wishes to wait for the merchandise

  • Finds the merchandise elsewhere

  • Finds the merchandise at a lower or different price

  • Purchases the merchandise from another seller

  • Needs the funds for another purpose

  • Orders the wrong product or quantity

  • Did not notice that the merchandise was identified as a pre-order

  • Did not review the estimated release or availability information

  • Did not review the product description or applicable pre-order information

We make reasonable efforts to clearly identify pre-order merchandise before purchase.

Failure to review clearly disclosed pre-order information does not extend the one-hour cancellation period.

Pre-Orders After Delivery

The pre-order cancellation restriction applies to cancellation before shipment.

Once an eligible pre-order has been delivered, it receives the same 14-day return opportunity as eligible in-stock and back-order merchandise.

To qualify for a voluntary return, the merchandise must satisfy all applicable return-condition requirements of this policy.

Approved voluntary returns remain subject to the applicable payment-processing deduction, return-shipping responsibility, and original shipping provisions stated elsewhere in this policy.

Pre-Order Delays

Pre-order release and shipping estimates may change.

When an applicable represented shipping timeframe cannot be met, Urbay Toys & Collectibles will provide any revised shipping information, delay notice, consent request, cancellation opportunity, or refund required by applicable law.

Any cancellation or refund right arising from an applicable legally required shipping-delay notice is not limited by our normal one-hour pre-order cancellation rule.

Where applicable law requires a full refund, the required full refund will be provided without reducing it by a voluntary-cancellation processing deduction.

Manufacturer Cancellation, Allocation, or Inability to Fulfill

A pre-order does not absolutely guarantee fulfillment.

Manufacturers, licensors, distributors, or suppliers may:

  • Reduce allocations

  • Discontinue merchandise

  • Cancel production

  • Change distribution arrangements

  • Otherwise make inventory unavailable

If Urbay Toys & Collectibles determines that we cannot fulfill a paid pre-order, we will cancel the affected merchandise and issue a full refund of the affected merchandise price and applicable taxes.

Any shipping charge collected solely for the cancelled merchandise will also be refunded.

Payment-processing costs will not be deducted when Urbay Toys & Collectibles cancels a pre-order because we are unable to fulfill it.

BACK-ORDERS

Back-order merchandise is merchandise that is temporarily unavailable but for which additional inventory is reasonably anticipated.

Restock dates and availability periods are good-faith estimates based on information available from suppliers, manufacturers, distributors, and other sources.

These estimates may change.

Back-Order Cancellation — One-Hour Cancellation Period

Because back-orders may reserve anticipated inventory and affect our purchasing and allocation decisions, back-order cancellations are subject to the same limited cancellation period as pre-orders.

Customers may request voluntary cancellation of a back-order within one hour after placing the order.

The cancellation request must be received at support@urbaycollectibles.com within that one-hour period.

For an approved voluntary back-order cancellation, actual non-refundable payment-processing costs associated with the cancelled amount may be deducted from the refund as described in this policy.

Back-Order Cancellations After One Hour

After the one-hour cancellation period has expired, a back-order is considered a confirmed customer commitment, and voluntary cancellation requests will generally not be accepted.

The cancellation period will not normally be extended because a customer:

  • Changes their mind

  • No longer wants the merchandise

  • No longer wishes to wait

  • Finds the merchandise somewhere else

  • Finds the merchandise at a lower or different price

  • Purchases the merchandise elsewhere

  • Orders the wrong product or quantity

  • Did not notice that the merchandise was identified as a back-order

  • Did not review the estimated availability information

  • Did not review the product description before purchasing

We make reasonable efforts to clearly identify back-order merchandise before purchase.

Failure to review clearly disclosed back-order information does not extend the one-hour cancellation period.

Back-Orders After Delivery

The back-order cancellation restriction applies to cancellation before shipment.

Once an eligible back-order has been delivered, it receives the same 14-day return opportunity as eligible in-stock and pre-order merchandise.

The merchandise must satisfy all applicable return-condition requirements.

Approved voluntary returns remain subject to applicable payment-processing deductions and return-shipping provisions.

Back-Order Delays or Unavailability

Estimated restock and availability dates may change.

When applicable law requires Urbay Toys & Collectibles to provide notice of a delay, obtain consent to a revised shipping timeframe, offer cancellation, or provide a refund, those requirements will apply notwithstanding the normal back-order cancellation restriction.

If anticipated inventory becomes permanently unavailable and we determine that we cannot fulfill the back-order, we will cancel the affected merchandise and issue a full refund of the affected merchandise price and applicable taxes.

Any shipping charge collected solely for the cancelled merchandise will also be refunded.

Payment-processing costs will not be deducted when Urbay Toys & Collectibles cancels a back-order because we are unable to fulfill it.

STORE CANCELLATIONS AND UNAVAILABLE PRODUCTS

In uncommon circumstances, Urbay Toys & Collectibles may need to cancel an order or individual product.

Possible reasons include:

  • Manufacturer cancellation

  • Product discontinuation

  • Reduced supplier allocation

  • Supplier failure

  • Inventory error

  • An obvious or material pricing or system error

  • Payment failure

  • Reasonable fraud concerns

  • Shipping restrictions

  • Legal restrictions

  • Inability to fulfill the order

We will not cancel an order merely because we later decide we would prefer to sell the merchandise at a higher price.

If we cancel a paid item because we cannot fulfill it, the affected merchandise price and applicable taxes will be refunded in full.

Any shipping charge collected solely for the cancelled product will also be refunded.

We will not deduct payment-processing costs when Urbay Toys & Collectibles cancels an order because we are unable to fulfill it.

MIXED ORDERS AND SPLIT SHIPMENTS

An order may contain:

  • In-stock merchandise

  • Pre-order merchandise

  • Back-order merchandise

  • Special-order merchandise

Different products may have different availability or shipment dates.

Available merchandise may ship separately from merchandise that is not yet available.

Customers will not be charged additional shipping solely because Urbay Toys & Collectibles chooses to divide an order into multiple shipments.

Cancellation of Products in a Mixed Order

Cancellation eligibility is determined separately for each product based on its applicable product type.

An in-stock product remains subject to the in-stock cancellation provisions.

A pre-order product remains subject to the one-hour pre-order cancellation period.

A back-order product remains subject to the one-hour back-order cancellation period.

A special-order product remains subject to any applicable special-order restrictions.

If only part of an order is voluntarily cancelled, any payment-processing deduction will be limited to the actual non-refundable payment-processing cost reasonably attributable to the cancelled portion of the transaction.

The processing deduction will not be calculated against merchandise that is not being cancelled.

We will not retroactively increase the merchandise price of remaining products merely because another eligible product was cancelled.

SPECIAL-ORDER PRODUCTS

Special-order products are different from ordinary in-stock, pre-order, and back-order merchandise.

A product will be treated as a special order for cancellation purposes only when it is clearly identified as a Special Order before purchase or when applicable special-order restrictions are otherwise clearly disclosed before checkout.

A special-order product may become noncancelable after we:

  • Place a customer-specific order

  • Reserve customer-specific inventory

  • Commit nonrecoverable funds to a supplier

  • Begin customer-specific production or customization

Any special cancellation or return restriction applicable to a special-order product will be disclosed before purchase when required.

EXCHANGES

Direct exchanges are not guaranteed because many collectibles are limited, allocated, discontinued, or difficult to replace.

When merchandise is eligible for return and a replacement is available, we may offer a replacement.

Otherwise, the customer may return eligible merchandise under this policy and place a separate order for the desired product.

REFUNDS

Approved refunds are generally issued to the original payment method unless the customer voluntarily agrees to another permitted method.

For an approved voluntary cancellation or return, the refund generally consists of the eligible refundable merchandise amount and applicable tax, less any deductions expressly permitted under this policy and applicable law.

Depending on the circumstances, permitted deductions may include:

  • Actual non-refundable payment-processing costs applicable to a voluntary cancellation or return

  • Voluntary return-shipping costs when we provide a prepaid return label

  • Original shipping costs when those costs have already been incurred and are nonrefundable under this policy

  • Other actual costs expressly authorized elsewhere in this policy and permitted by applicable law

We do not impose arbitrary administrative or cancellation penalties simply because a customer requests assistance.

Any payment-processing deduction will be based on costs actually charged to Urbay Toys & Collectibles and not refunded or credited back to us, or the portion reasonably attributable to the amount being refunded.

If a return results from an approved error by Urbay Toys & Collectibles, applicable shipping costs will be refunded or otherwise covered as appropriate.

Nothing in this policy authorizes us to make a deduction prohibited by applicable law.

Refunds will be processed as promptly as reasonably possible after:

  • An approved cancellation, or

  • An approved return has been received and inspected

After we issue a refund, additional processing time may be required by the customer's bank, card issuer, or payment provider.

REFUSED AND UNDELIVERABLE SHIPMENTS

Refusing delivery of a package does not constitute an approved cancellation and does not bypass the cancellation or return provisions of this policy.

If a shipment is returned to us because of:

  • An incorrect or incomplete customer-provided address

  • Refusal of delivery

  • Failure to collect the package

  • Unpaid customs charges

  • Another customer-caused delivery issue

we will review the order after the merchandise is returned to us.

Return of a refused or undeliverable shipment does not automatically entitle the customer to a full refund.

When the merchandise remains eligible for refund, the refund may be reduced by actual, reasonable, nonrecoverable costs associated with the unsuccessful shipment where permitted by law, including applicable:

  • Original shipping costs

  • Return shipping costs

  • Carrier charges

  • Customs or brokerage charges

  • Non-refundable payment-processing costs

We do not impose an additional punitive fee simply because a package was refused or undeliverable.

If reshipment is requested and approved, the customer may be responsible for the actual additional shipping cost.

INTERNATIONAL ORDERS AND RETURNS

International customers may have mandatory consumer rights under the laws applicable to their purchase.

Those mandatory rights are not limited by this policy.

For voluntary international returns that are otherwise eligible, the customer is generally responsible for return shipping.

Customs duties, import taxes, VAT, brokerage charges, and similar amounts paid directly to governments, customs authorities, carriers, or third parties may not be refundable by Urbay Toys & Collectibles because those amounts were not retained by us.

Customers may need to contact the applicable authority regarding reimbursement of those charges.

Authorized international returns must be accurately identified as returned merchandise on customs documentation.

We are not responsible for additional charges caused by inaccurate customer-prepared customs documentation.

Where applicable international law provides cancellation, withdrawal, return, or refund rights that differ from this policy, those mandatory rights will apply.

LATE OR MISSING REFUNDS

After we issue a refund, financial institutions and payment providers may require additional time to post the credit.

If a refund does not appear after the normal processing period, contact your bank, card issuer, or payment provider first.

If the refund still cannot be located, contact support@urbaycollectibles.com and we will assist in confirming the refund transaction.

FRAUD, ABUSE, AND PAYMENT DISPUTES

We reserve the right to investigate returns, refund requests, replacements, cancellations, purchases, or payment disputes when there is reasonable evidence of:

  • Return fraud

  • Product substitution

  • Tampering

  • Knowingly false damage claims

  • Chargeback fraud

  • Failure to return the original merchandise

  • Deliberate misuse of this policy

We may deny a fraudulent or otherwise ineligible claim when supported by reasonable evidence and permitted by law.

Repeated or abusive misuse of the return, cancellation, or refund process may result in restrictions on future purchases where permitted by law.

However, this provision will not be used to deny a legitimate return, damage claim, cancellation, refund, payment dispute, or non-waivable consumer right merely because a customer has previously requested assistance.

A payment dispute or chargeback does not itself change the return or cancellation terms applicable to the transaction.

When responding to a payment dispute, we may provide relevant records to the payment processor, financial institution, card network, Shopify, insurer, carrier, or other appropriate party, including:

  • Order records

  • Product-page disclosures

  • Pre-order notices

  • Back-order notices

  • Availability information

  • Checkout acknowledgments

  • Policy acceptance records

  • Payment records

  • Customer communications

  • Tracking information

  • Delivery confirmation

  • Photographs

  • Cancellation records

  • Return records

  • Refund or partial-refund records

Nothing in this section restricts a customer's lawful right to dispute a charge or exercise any consumer right that cannot legally be waived.

CUSTOMER ACKNOWLEDGMENT

By completing a purchase, the customer acknowledges that:

  • Payment-processing costs may be incurred when payment is submitted.

  • Approved voluntary cancellations and returns may result in deduction of actual non-refundable payment-processing costs where permitted by law.

  • Pre-orders and back-orders have a one-hour voluntary cancellation period.

  • Failure to review clearly disclosed pre-order, back-order, release, restock, or availability information does not extend the applicable cancellation period.

  • Eligible in-stock, pre-order, and back-order merchandise may still qualify for return within 14 days after delivery, subject to the return requirements of this policy.

  • Voluntary returns may be subject to payment-processing deductions, return-shipping costs, and nonrefundable original shipping costs as described in this policy.

  • Nothing in this policy limits consumer rights that cannot legally be waived.

CONTACT INFORMATION

For return, refund, cancellation, pre-order, back-order, or damage questions, contact:

Urbay Toys & Collectibles
Operated by Urbay Commerce LLC
13552 SW 129th St
Miami, Florida 33186
United States

Email: support@urbaycollectibles.com