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.

The terms and disclosures applicable to an order are those in effect and presented to the customer when that order was placed, except where law requires otherwise. Changes to this policy apply prospectively and do not retroactively alter the cancellation or refund terms of existing orders.

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 time-sensitive voluntary cancellation requests, including the one-hour period applicable to pre-orders and back-orders, the time our system receives the customer's email determines whether the request was submitted on time. This rule does not limit any separate cancellation right or method of notice required by law.

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 — 5% CANCELLATION FEE; VOLUNTARY 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.

Approved voluntary cancellations: For an approved customer-requested voluntary cancellation of an entire eligible paid order involving in-stock, pre-order, or back-order merchandise, a flat cancellation fee of five percent (5%) is calculated on the total amount originally charged to and captured from the customer, including merchandise after applicable discounts, sales taxes, and shipping charges. The fee is deducted from the otherwise refundable amount where permitted by applicable law and applicable payment-processing rules. The fee is a separate cancellation charge, not a withholding of sales tax; sales taxes that must be refunded will be returned as taxes.

This 5% fee helps offset nonrefundable payment-processing charges and reasonable administrative costs associated with a customer-requested cancellation. It is a disclosed voluntary cancellation fee, not a representation that Shopify or any payment provider charges an exact 5% processing rate. It does not make an otherwise ineligible cancellation eligible for approval.

The 5% cancellation fee applies only to orders placed after this fee was clearly disclosed to the customer before purchase. It does not apply retroactively to earlier orders. The fee applies only to a cancellation of merchandise for which payment was captured. If payment was never captured and the payment authorization is simply voided, no 5% fee is charged. The fee may be waived at our discretion where permitted by law.

For an approved partial voluntary cancellation, the 5% fee is calculated on the gross refundable amount attributable to the canceled merchandise before deducting the fee: the discounted merchandise amount plus any associated refundable sales taxes and shipping charges. The fee does not apply to merchandise remaining in the order or to taxes or shipping charges that are not being refunded. We do not also deduct separate payment-processing charges for the same canceled merchandise on top of the 5% voluntary cancellation fee.

Approved voluntary returns after delivery: A voluntary return is distinct from an order cancellation. For an approved voluntary return of eligible delivered 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. Such deductions are limited to actual nonrefundable processing costs reasonably attributable to the returned merchandise and amount refunded. If no such cost was incurred, no payment-processing deduction is made for the return.

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

Neither the 5% cancellation fee nor a voluntary-return payment-processing deduction applies when a full refund is required by law or when Urbay Toys & Collectibles cancels an order because we cannot fulfill it. Nothing in this section permits a fee or deduction 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 for personal reasons, apart from any applicable shipping-delay cancellation right
• 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, by itself, waive an applicable, properly disclosed voluntary cancellation fee or a permitted actual payment-processing deduction for an approved voluntary return. Mandatory cancellation and refund rights remain unaffected.

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 CANCELLATION FEES OR PAYMENT-PROCESSING COSTS WILL NOT BE DEDUCTED

The 5% fee described in this policy applies only to eligible approved voluntary customer-requested cancellations, and the actual payment-processing deduction applies only to eligible voluntary returns or earlier orders under their original terms.

Neither will 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 not retain a voluntary cancellation fee or a payment-processing deduction from the required full refund. We 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, the disclosed 5% voluntary cancellation fee may apply using the full-order or partial-order calculation described in this policy. Earlier orders remain subject to the terms disclosed when they were placed.

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.

Pre-Order Purchase Commitment

A pre-order is a confirmed merchandise purchase, not a risk-free reservation or temporary hold. By placing a pre-order, the customer commits to purchasing merchandise that is not yet available for immediate shipment and understands that manufacturer release and availability estimates can change.

Pre-Order Release and Availability Estimates

Release, arrival, and availability information displayed for pre-order merchandise consists of good-faith estimates based on information received from manufacturers, distributors, licensors, or suppliers. We commonly obtain this information through EE Distribution, which receives release and availability information from the applicable manufacturers.

These estimates may change because of production schedules, manufacturing delays, licensing approvals, transportation or distributor delays, allocation changes, or other circumstances outside our control. Products may arrive earlier or later than initially estimated.

Manufacturer availability estimates are not guarantees of a release, warehouse arrival, shipment, or delivery on a particular date. Customers should not depend on pre-orders for birthdays, holidays, or other time-sensitive occasions.

Updated estimated availability dates displayed on a product page may reflect new or later supplier allocations. They do not automatically mean that an existing order has been moved to that newer allocation or that the shipping expectations established for an earlier order have changed.

Customers are encouraged to review the product listing, availability status, and pre-order terms carefully before completing their purchase.

Pre-Order Cancellation - One-Hour Voluntary Cancellation Window

A customer may request a voluntary pre-order cancellation during the first one (1) hour after placing the order. The request must be received by email at support@urbaycollectibles.com within that one-hour period.

If a timely voluntary cancellation is approved, the disclosed 5% voluntary cancellation fee may apply using the full-order or partial-order calculation explained elsewhere in this policy, where permitted. Earlier orders remain subject to their original terms.

Pre-Order Cancellations After One Hour - Firm Purchase Commitment

AFTER THE ONE-HOUR VOLUNTARY CANCELLATION WINDOW EXPIRES, PRE-ORDERS ARE FIRM PURCHASE COMMITMENTS AND VOLUNTARY CANCELLATIONS WILL NOT BE ACCEPTED.

This restriction covers a change of mind; no longer wanting or needing the merchandise; finding it elsewhere or for a different price; buying from another seller; personal financial circumstances; an accidental order or wrong quantity; no longer wanting to wait; or not having reviewed clearly disclosed pre-order information before buying.

This policy exists because confirmed pre-orders affect advance purchasing decisions, supplier and distributor commitments, incoming merchandise allocations, reservation of anticipated inventory, and financial planning. Some commitments cannot be cancelled or recovered once made. The one-hour window gives customers an opportunity to review their purchase while allowing us to plan inventory and meet commitments to other customers.

A change to a manufacturer's estimated release or availability date does not, by itself, reopen or extend the one-hour voluntary cancellation window. The same applies when a customer originally intended the merchandise for a birthday, holiday, gift, or other special occasion. This paragraph addresses voluntary cancellation only and does not override the shipping-delay rights described below.

Pre-Order Shipping Delays and Required Cancellation Rights

Manufacturer availability estimates and customer-facing shipping timeframes serve different purposes. A product-page ETA does not automatically extend the applicable shipment deadline for an order. Any shipping timeframe stated or established at purchase must have a reasonable basis; if no shipping timeframe is clearly stated, the applicable default shipping deadline under law governs.

If we become unable to ship within the applicable timeframe, we will provide the required shipping-delay notice and opportunity to consent to a revised shipping date or cancel for a full and prompt refund. Where express consent is legally required, a customer's silence will not be treated as consent. If required consent is not obtained, we will cancel and refund the affected unshipped merchandise as required.

Where a customer expressly consents to an indefinite shipping delay, that customer retains the continuing right provided by law to cancel the affected unshipped merchandise before shipment. Subsequent delays and revised shipping dates will be handled under the applicable notice and consent requirements.

The one-hour rule restricts voluntary change-of-mind cancellations; it does not limit cancellation or full-refund rights arising under these shipping-delay requirements. No 5% voluntary cancellation fee or payment-processing deduction will be taken from a full refund required by law.

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.

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, or 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, plus any shipping charges allocable to that merchandise to the extent required for a full refund.

No 5% cancellation fee or payment-processing deduction will be taken 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.

Back-order items are charged when the order is placed unless the product listing expressly states otherwise. A back-order is a confirmed purchase, not a temporary reservation.

Back-Order Availability Estimates

Restock dates and availability periods are good-faith estimates based on information from suppliers, manufacturers, and distributors. These estimates may change, and newly displayed availability dates may relate to later allocations rather than previously placed orders.

Back-Order Cancellation - One-Hour Voluntary Cancellation Window

A customer may request a voluntary back-order cancellation during the first one (1) hour after placing the order. The request must be received by email at support@urbaycollectibles.com within that one-hour period.

If a timely voluntary cancellation is approved, the disclosed 5% voluntary cancellation fee may apply using the full-order or partial-order calculation explained elsewhere in this policy, where permitted. Earlier orders remain subject to their original terms.

Back-Order Cancellations After One Hour - Firm Purchase Commitment

AFTER THE ONE-HOUR VOLUNTARY CANCELLATION WINDOW EXPIRES, BACK-ORDERS ARE FIRM PURCHASE COMMITMENTS AND VOLUNTARY CANCELLATIONS WILL NOT BE ACCEPTED.

The restriction applies to changes of mind; deciding not to wait; finding merchandise elsewhere; no longer needing the product; purchasing from a different seller; incorrect selections or quantities; or failing to review the back-order status and disclosed availability information.

Back-orders affect purchasing plans, anticipated inventory allocations, supplier commitments, and the reservation of incoming stock. A customer's change in preference or an adjustment to a supplier's estimated restock date does not, by itself, reopen the voluntary cancellation period.

Back-Order Shipping Delays and Required Cancellation Rights

As with pre-orders, the one-hour limit applies only to voluntary cancellations. The shipping-delay notice, consent, cancellation, and refund provisions described in the Pre-Order Shipping Delays and Required Cancellation Rights section apply equally to back-orders. We will honor applicable shipping deadlines and the cancellation and full-refund opportunities required when those deadlines cannot be met.

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 Unavailability

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, plus any shipping charges allocable to that merchandise to the extent required for a full refund.

No 5% cancellation fee or payment-processing deduction will be taken 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, or otherwise allocable to unfulfilled merchandise where required for a full refund, will also be refunded.

We will not deduct a 5% cancellation fee or 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.

Unless otherwise stated or unless we choose to split an order, merchandise in a mixed order is generally held for one combined shipment once all items are available. Merchandise that arrives first may be reserved for the order while the remaining items are awaited.

If a customer requests separate shipments, additional shipping charges may apply and must be accepted and paid before a requested extra shipment is processed. Customers will not be charged additional shipping solely because Urbay Toys & Collectibles chooses on its own initiative 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 voluntary pre-order cancellation period and any applicable required shipping-delay cancellation rights.

A back-order product remains subject to the one-hour voluntary back-order cancellation period and any applicable required shipping-delay cancellation rights.

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

If only part of an order is voluntarily cancelled, the disclosed 5% voluntary cancellation fee is calculated only on the gross refundable amount attributable to the canceled items, including associated refundable taxes and shipping charges, for orders subject to that fee. For older orders, any permitted processing-cost deduction remains subject to the terms in effect when the customer placed the order.

The cancellation fee will not be calculated against merchandise remaining in the order, or taxes and shipping charges that are not being refunded for the canceled portion. A separate actual processing-cost deduction will not be added for the same canceled items on top of the 5% fee.

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, applicable refundable taxes, and any refundable shipping charges, less any deductions expressly permitted under this policy and applicable law.

Depending on the circumstances, permitted deductions may include:

• The disclosed 5% voluntary cancellation fee, calculated on the total amount charged and captured for an approved entire-order cancellation, or on the gross refundable amount (including refundable taxes and shipping charges) attributable to an approved partial cancellation, for orders subject to that fee
• Actual non-refundable payment-processing costs applicable to approved voluntary returns, or to eligible cancellations placed under earlier terms
• 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 undisclosed or arbitrary cancellation penalties simply because a customer requests assistance. The disclosed 5% fee applies only to eligible, approved voluntary cancellations under the conditions stated in this policy. It will not be combined with a separate actual payment-processing deduction for the same canceled merchandise.

For approved voluntary returns and eligible cancellations governed by earlier terms, 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 may be subject to a disclosed 5% fee calculated on the full captured order amount (including tax and shipping) for an entire-order cancellation, or on the gross refundable canceled portion (including associated refundable tax and shipping) for a partial cancellation, if the order was placed after that fee was clearly disclosed before purchase. Earlier orders remain subject to their original terms. Approved voluntary returns may be subject to deductions for actual non-refundable payment-processing costs where permitted by law.
• Pre-orders and back-orders are firm purchases, not risk-free reservations, and customers may request voluntary cancellation only during the first one hour after the order is placed.
• After that one-hour period, voluntary change-of-mind cancellations of pre-orders and back-orders are not accepted, because these purchases affect supplier commitments, inventory allocation, and business planning.
• Manufacturer and distributor availability estimates may change, and dates currently shown for new allocations do not necessarily determine the status of an earlier order.
• Failure to review clearly disclosed pre-order, back-order, release, restock, or availability information does not extend the voluntary cancellation period. This does not restrict shipping-delay cancellation or refund rights required by law.
• 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

Phone: (786) 761-9084