Refund policy
Return and Refund Policy
At Urbay Toys & Collectibles, we want you to be happy with your purchase. Please review our return and refund policy before placing an order.
Return Window
We accept eligible return requests within 14 days of delivery.
To be eligible for a return, the item must be:
Unopened, unused, and in the same condition received
In its original packaging
Complete with all accessories, inserts, manuals, parts, and manufacturer packaging
Accompanied by proof of purchase
Items that have been opened, used, assembled, altered, damaged after delivery, or returned with missing packaging or parts may not be eligible for a return.
How to Start a Return
To request a return, please contact us at:
Please include your order number, the item you would like to return, and the reason for the return.
If your return is approved, we will provide instructions on how and where to send your return. Items sent back without prior approval may not be accepted.
Returns should be sent to the return address provided during the return authorization process.
Return Shipping
Unless the return is due to our error, the customer is responsible for return shipping costs.
Original shipping charges are non-refundable unless the return is due to an incorrect item, approved damage claim, or another error on our part.
We recommend using a trackable shipping service. We are not responsible for returns lost or damaged in transit.
Damaged, Defective, or Incorrect Items
Please inspect your order as soon as it arrives.
If your item arrives damaged, defective, or incorrect, contact us as soon as possible at:
Please include your order number and clear photos of:
The item
The product packaging
The shipping box
Any visible damage
We will review the issue and help resolve it as quickly as possible.
Collector Packaging Notice
We understand that box condition matters to collectors. We carefully inspect and pack items to help protect the product and display box during shipping.
However, minor manufacturer packaging imperfections, small shelf wear, factory marks, slight paint variations, or packaging differences may occur and may not qualify as damage.
Packaging condition concerns are reviewed case by case.
Non-Returnable Items
The following items are not eligible for return:
Opened or used items
Items with damaged or missing packaging after delivery
Assembled model kits or figures
Items missing parts, accessories, inserts, or original packaging
Clearance, final sale, or discounted items marked as final sale
Gift cards
Special order items
Items returned without prior authorization
Pre-Orders
Pre-order items are products that are not yet available for immediate shipment. Estimated arrival dates are provided by the manufacturer or distributor and may change without notice.
Pre-orders may be cancelled only before the order has entered processing, fulfillment, or supplier ordering status.
Once a pre-order has been processed, reserved, ordered from a supplier, packed, or shipped, it may no longer be eligible for cancellation.
After a pre-order item has shipped, the standard return policy applies if the item is eligible for return.
Exchanges
We do not guarantee direct exchanges. The fastest way to get a different item is to request a return for the original item, if eligible, and place a new order for the desired item.
Refunds
Once your approved return is received and inspected, we will notify you whether the refund has been approved.
If approved, the refund will be issued to the original payment method. Please allow time for your bank or credit card provider to process and post the refund.
Shipping charges may be non-refundable unless the return is due to our error.
Order Cancellations
Orders may only be cancelled before they begin processing or fulfillment.
Once an order has been processed, packed, shipped, or submitted for supplier fulfillment, it may no longer be eligible for cancellation.
Questions
For return or refund questions, contact us at: