What Our Customers Say ...
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|Welcome to our store, where you'll find thousands of today's hottest action figures and more! We want to make your shopping experience as pleasant as possible so please review our answers to the most frequently asked questions. If you don't find an answer you're looking for, please email us with your question. Thanks again for stopping by!|
What are your shipping and handling methods?
For U.S. orders, packages are shipped via FedEx, UPS, and USPS. For Canadian orders, packages are shipped via USPS Priority Mail International, UPS Standard and/or UPS Worldwide Expedited. For all other countries, packages are shipped via USPS Priority Mail International and UPS Worldwide Expedited. Most packages are shipped from our fulfillment center in Hawthorne, California, with the exception of a few packages shipping from our warehouse in Honolulu, Hawaii. We do not use any Saturday/Sunday service options so business days are considered Mondays - Fridays, excluding holidays. At this time we do not ship to Military Bases (APO, FPO, ETC.).
What are your shipping and handling rates?
Shipping and handling is based on your total weight of your order, and is calculated at the checkout screen for your review before submitting your order. If you are ordering just one item, or multiples of the same item, then you can calculate the shipping and handling page right on the item page using the shipping calculator.
Do you ship internationally?
Yes! We currently ship USPS Worldwide (Global Priority Mail or Global Express Mail depending on weight), UPS Standard (Ground) and/or UPS Worldwide Expedited to Canada; USPS Worldwide or UPS to Puerto Rico; and USPS Worldwide and/or UPS Worldwide Expedited to Argentina; Austria; Australia; Aruba; Barbados; Belgium; Bermuda; Brazil; Bahamas; Cayman Islands; Chile; China; Costa Rica; Cyprus; Denmark; Egypt; Finland; Fiji; France; France, Metropolitan; Germany; Greece; Greenland; Guam; Guatemala; Hong Kong; Iceland; Ireland; Israel; Italy; Jamaica; Japan; Korea, Republic of; Kuwait; Luxembourg; Macau; Malawi; Mexico; Monaco; New Caledonia; Netherlands; Netherlands Antilles; New Zealand; Norfolk Island; Norway; Panama; Peru; Papua New Guinea; Philippines; Poland; Portugal; Saudi Arabia; Singapore; South Africa; Spain; Sweden; Switzerland; Taiwan; Thailand; Turkey; Trinidad and Tobago; United Arab Emirates; United Kingdom; US Minor Outlying Islands; Venezuela; and Virgin Islands (U.S.). Shipping and handling is based on your total weight of your order, and is calculated at the checkout screen for your review before submitting your order. Customs, Duties, Brokerage Fees, Taxes and other fees associated with importing products for International Orders will be the sole responsibility of the customer. Please note we do not have any control over the fees charged to you.
You guys are located in Hawaii? How long does it take for you to ship stuff from there?
Actually we have 2 shipping centers, with the main one located in Los Angeles, California, and a smaller one located in Honolulu, Hawaii. Most of the orders ship from Los Angeles, California.
Why did multiple orders I placed arrive in one box?
We have no control over when products arrive in our warehouse. Sometimes orders you placed separately may end up arriving at our warehouse at the same time for whatever reason. Our system consolidates orders based on shipping information to avoid the possibility of lost packages on multiple orders. If this happens to you please let us know and we will refund you for the difference in shipping charges.
Why should I register?
We suggest you register if you do not want to re-enter your billing and shipping information for future orders, and/or if you want to keep track of all of your orders placed.
How do I register?
To register, simply click here!
If I place an order, will that automatically register me?
No. We do not require you to register to place an order so you need to register if you wish to save your information for future orders.
If I sign up for ClubAFX, will that automatically register me?
No, you need to register if you wish to save your information for future orders.
If I register now will I be able to view my orders placed before I registered?
No, unfortunately our system will only show orders placed after registering and there is no way for it to bring up orders placed prior to registration. For updates on your orders placed prior to registration you can always contact us and we will respond with your status.
I registered before so why isn't the system recognizing my email address?
We apologize but if you registered prior to November 2006 then you will need to re-register due to a system upgrade.
How do I find something?
We have direct links to different categories of merchandise as well as to individual items. We also have a Search box at the top of our page where you can enter the word or words you are looking for.
How do I buy something?
Buying from us is easy and secure. When you place an order, you can feel confident that your credit card information is protected by our secure server. For every orderable item, there will be an button. This button adds the item to your shopping basket. Putting something in your shopping basket does not commit you to buying it. After you put something in your basket, you can choose to place the order immediately, or continue shopping. You can put as many items as you want in your shopping basket. When you're finished and want to place the order, you can get back to your shopping basket by clicking on the "Shop Cart" button.
Is your order form secure?
All online transactions are handled with industry-standard SSL encryption. When you enter your credit card number into the order form, it is transmitted across the Internet in an encrypted (scrambled) form, then decoded when it gets to us. For added security, we also encrypt the credit card number when it is stored on disk. If you are not the kind of person who worries about being hit by lightning as you're crossing the street, you probably don't have to worry that your credit card number will be intercepted on the way to a secure Web site. According to CNN, "The prevalent opinion...is that on-line credit card use is actually no riskier for consumers than traditional "low-tech" transactions." We order products online all the time, both as a company and as individuals. When we use a credit card to buy something online, we feel at least as safe as we would using one in a store or restaurant. We use the Stronghold secure server, currently the second best selling secure server software, and in our opinion, technically the best product. It supports industry-standard 128-bit SSL encryption.
How soon will my order be processed?
Orders for in-stock items are normally processed, packed and shipped within 2-3 business days, not including Saturdays, Sundays, and holidays. Preorders and backordered items will be processed when they are in stock and ready to ship. Please note at times there may be delays depending on the situation.
Why am I having problems ordering?
If you click on the Order button and get no response, it is probably because you can't connect securely to our server. As a test, try going to https://www.microsoft.com. If you can't connect securely to Microsoft either, then you're using a very old version of your browser, in which case you should upgrade, or you are behind a corporate firewall that won't allow secure connections. Ask your network administrator, or order from home.
Can I cancel an order?
As long as your order has not been processed you can cancel your order at any time. Once an order has been processed it is too late to cancel your order because it will have already been sent to our fulfillment center. Please note if you are canceling an order paid with PayPal, then there will be a 10% non refundable deposit.
Can I add items to an existing order?
You can add items to orders you have placed with us provided the order hasn't already entered the shipping process.
I placed an order but did not receive an order confirmation. What happened?
Have you checked your spam filters? Numerous email clients have very strict spam filters and from time to time our emails are placed there.
Can I change my address, credit card number, etc. after placing an order?
Yes you can but for security purposes, all changes must be submitted via written or phone request only.
Will I get a refund or credit if I order something now and the price drops later?
If the price of the item(s) you ordered drops within 14 days from the date of your purchase, we will refund you the difference in price.
Why doesn't my order show up in my order history?
You can only view orders placed AFTER registering. Any orders placed prior to registering will not show up in your order history. Please note simply placing an order does not automatically register you.
Why are some figures only sold cases?
We are constantly updating and expanding our product lines to give you the widest selection available. You will note that sometimes items are sold in cases, rather than individually. Our philosophy is that we want to give you and your fellow collectors/toy enthusiasts an equal opportunity to have the latest and hottest toys. Sometimes a manufacturer will short ship certain products, making it a "chase" product and one that "scalpers" will try to resell for a high profit. We don't want to see you paying those high prices for a product so we sometimes place those items together in a set with other similar items. This way you'll be sure to get every item in a given assortment without having to pay a premium! Please note we do not accept requests for specific case assortments.
Are all your items in mint condition?
Due to the nature of high-volume shipping, we cannot guarantee that merchandise will be received without cosmetic or incidental imperfections. Also, there are times when items arrive from the manufacturer in non-mint condition.
Are all your items still in their original package?
Unless otherwise noted, all items are sealed in their original package. We do not remove items from their package.
Are all your items in stock?
Those items whose availability states "Usually ships in 2-3 days" are normally in stock. If an item is not in stock, we will estimate how long we think we can ship the item out to you. However, please note that from time to time a manufacturer discontinues production on an item or other circumstances arise which prevent us from receiving a product. Also please note that availability for all products is subject to change without notice. We reserve the right to limit quantities sold. Also, when ordering, do not keep items in your shopping cart unless you intend to purchase right away. There may be changes to an item's price, assortment, availability, etc. at any time. Please note manufacturers reserve the right to allocate product to retailers so we cannot guarantee we will always receive our entire shipment of any given product.
Do you charge me for backordered or preorder items?
If you are paying by credit card (Visa, Master Card, American Express, or Discover Card), you will never be billed for an item until it is ready to ship from our warehouse. If you are paying by PayPal or check / money order, payment is required immediately. However, if you are ordering in stock items combined with preorder/backorder items then your entire order will be billed and then shipped when all items are in stock.
What happens if some items in my order are in stock and some are backordered or preordered?
If your order contains in-stock and pre-ordered / backordered items, you will be billed the entire order amount, but your order will not ship until all items are in stock. Please note some items may arrive months apart so if you do not want to wait that long then we recommend ordering items together that are shipping close to each other. Please note manufacturers reserve the right to allocate product to retailers so we cannot guarantee we will always receive our entire shipment of any given product.
What types of credit cards do you accept?
We accept American Express, Discover, Visa, and Mastercard. ALL ORDERS ARE SUBJECT TO BILLING NAME, ADDRESS AND PHONE NUMBER VERIFICATION. WE WILL NOT PROCESS ORDERS WITHOUT PROPER BILLING INFORMATION.
Can I pay with a check or money order?
Yes, you may send a check or money order payable in U.S. funds to: The Playground Corporation, P.O. Box 160911, Honolulu, Hawaii 96816-0921. Please proceed through the checkout screen and print out the completed shipping and billing page showing all items on order and the total shipping and handling charges. Please note that availability is subject to change at anytime for orders placed with a money order. In the event an item is sold out by the time we receive your money order, your payment will be promptly returned to you. For personal checks, we will not ship your order until your check clears with our bank.
Do you accept PayPal?
Yes we do! Please note that if you are paying via PayPal, your PayPal account will be debited IMMEDIATELY regardless of whether your item(s) are in stock or not. We will ship your order when ALL items are in stock so if you prefer to have items shipped as they arrive, we suggest grouping items into separate orders based on their estimated ship dates as noted on the Availability section.
Do you charge sales tax?
Only Hawaii customers are subject to 4.712% sales tax on all orders.
What is your return policy?
You may return items for a full refund, excluding shipping fees, within 14 days of receipt. Items must be returned in the same package they were shipped in, along with all packing materials. If you ordered a set or a case of products, you must return the full set or case for a full refund. You may not return parts of a set or case for a refund. However, you may exchange parts of a set or case for an identical item. If you are returning or exchanging an item because we shipped you the wrong item, we will be responsible for all shipping charges. You will be responsible for any applicable shipping and handling charges if you are returning or exchanging an item for any other reason. You must contact us for a Return Merchandise Authorizarion (RMA) Number for every returned order. Please note that free items are non-returnable. Free items are exactly that - free. Therefore we do not accept returns of exchanges on free items. Please note if you are returning an item for a refund, please allow 7-10 business days for processing upon receipt of your returned item(s).
How do I contact Action Figure Xpress?
You can contact us through phone, fax, e-mail, or postal mail:
I sent an email to you but have not received a response back. Why is that?
Have you checked your spam filters? Numerous email clients have very strict spam filters and from time to time our emails are placed there. Please check there before emailing again as we make every effort to answer any question you have within 24-48 hours.
Will you match competitor prices?
Yes, as long as the item is available for order on the competitor's site, and the site is not an auction site. The store must have a valid URL showing the pricing and/or a printed advertisement showing the pricing. Simply click on the LOW PRICE GUARANTEE link on our item page and fill out the form.
Action Figure Xpress
Phone: 866-SHOP-AFX (746-7239) * Fax: 707-885-2291