Cancellations, Shipping, Returns & Refunds

Cancellation Policy 

  • To cancel an order please email support@heroeshideoutshop.com
    • Orders placed less than 7 days ago may be cancelled with no fee; so long as your order has not already been fulfilled. 
    • Orders placed more than 7 days ago are subject to a 10% cancellation fee; fee applies to both pre orders and in stock items. 
    • Orders placed after 7 days are eligible for a full refund, only in the form of store credit.
    • Bulk purchases of 5 or more of one singular product may not be cancelled for any reason, in an effort to combat resellers. 

     

    Meet & Greets

    • Meet and Greet purchases may only be refunded in the form of store credit.
    • In the event that a Meet and Greet is cancelled, and not rescheduled, a full refund will be given.

     

    Credit Card Policy

    • In the event that the card used to make your purchase is no longer active, we are only able to issue a refund in the form of store credit. 

     Return Policy

    • In store purchases may be returned within 15 days of purchase. Any in store return requests made after FIFTEEN (15) DAYS will NOT be accepted.
    • Online purchases may be returned within 7 days of delivery. Any online return requests made after SEVEN (7) DAYS will NOT be accepted.
    • Online returns are subject to a 10% restocking fee.
    • Customer is responsible for paying return shipping; any refund given will not include original shipping costs. 
    • Mystery boxes, mystery minis, or any product that is sold as sealed and opened upon delivery cannot be returned or exchanged. 
    • Bulk purchases of 5 or more of one singular product may not be returned for any reason, in an effort to combat resellers. 


    Shipping Policies

     

    Damages:

    • In the unlikely event you receive a damaged product from a shipment, you can reach out to us at support@heroeshideoutshop.com within 5 business days.
      • Pre Ordered Funko Pops: In some cases a replacement box may be available to replace one damaged from shipping. 
    • For your damaged claim to be processed, please provide the following in your initial inquiry :
    1. A photo of the damage to the item
    2. A description of the damage to the item
    3. A photo of the damage to the shipping box with the shipping label present

    Shipping Address Policy:

    • In the event that you need to change your shipping address, please email support@heroeshideoutshop.com BEFORE your order has shipped. Please include your order number, old shipping address and new shipping address in your email. 
    • Addresses may not be altered once a label has been printed for your order. 
    • In the event you provide an incorrect address and your order is sent back to us, you are responsible for paying for the order to be shipped back out to you. 
    • If you do not wish to have a returned order sent to your correct address, your order will be subject to a 20% restocking fee.