Refund policy

Return Policy

If you are unhappy with your order, for any reason * Brand exception below*, just send an email within 14 days of the delivery date to customersupport@ign.com to request a Return Merchant Authorization (RMA) number. Items must be in original unopened condition to be eligible for return/refund. Customer is responsible for return freight shipping costs. To expedite our review of your request, please include your order number in the subject line of the email.

All returns and exchanges must be in the original condition in which they were received.  Restrictions apply to certain products.  IGN at its sole discretion, reserves the right to accept/decline any return request.

Initial shipping charges are non-refundable unless you were sent a wrong or damaged item. Likewise, customers are also responsible for the return shipping postage unless we made a mistake in shipping your initial order. 

Items/Brands Not Eligible for Returns, all sales final for the below brands:

  • Promotional Made to Order Items
  • Used accessories (pins, hats, keychains, etc) (unless defective.)
  • Bandai products,  all sales final, please contact Bandai for after-sales customer service.
  • RockLove Products. All sales final, please contact RockLove for after-sales customer service. (customerservice@rocklove.com)
  • The Wand Company products, all sales final, please contact The Wand Company for after-sales customer service
  • Books and Articles
  • IGN Exclusive
  • Any Video Game

 Items/Brands Not Eligible for Discount and Promotion:

  • PureArts products are excluded from any promotion
  • Vinyl products are excluded from any promotion
  • Preorder items: most preorder are not eligible for discount and are excluded from any promotion
  • The Wand Company products are excluded from any promotion

My Product Arrived Damaged! If you’re reaching out to us specifically due to a manufacturing defect, shipping error, or other flaw on our end, please include a clear photo of the imperfection with your email. All shirts are custom-printed to order, so although these mistakes are very rare, they can happen.  

Depending on the specific nature of your request, we may send you a replacement, refund your order, or ask for the original item back to initiate an exchange. If the original item is no longer in stock we will issue a refund. All returned goods must be in the original condition in which they were received. 

Special note on Vinyl Records:  A cosmetic blemish (such as seam splits, corner dings or bends, etc.) that does not affect the vinyl record is not a legitimate reason for return/refund.

Items That Do Not Qualify as Defective - Minor cosmetic paint issues and retail packaging damage do not count as defective products.

Exchanges

I Got the Wrong Shirt Size! If you would like a different size for your shirt, please initiate a return with the shirt you have and place a new order for the right size. We will refund the original order once we receive the t-shirt.

Open Box Offering

No refund/return.  The retail box is not in perfect condition. The retail packaging is generally damaged during transit, and we would like to offer the opportunity to purchase the collectible at a substantial discount.  No refund/return unless the product itself is defective. 

Returning my Order

Follow these steps to return your order.

  1. Contact customersupport@ign.com to request an RMA number. Include your order number in the subject line of your email and describe the reason for the return.  
  2. Ship your product to the provided return address. Include your RMA number on the label. Packages without an RMA may take longer to locate and process.
  3. Our warehouse will inspect the return within 7 days of receiving the package. We will issue the refund once we confirm the condition of the return.
  4. We reserve the right to determine the refund of the shipping fee

 

PureArts Brand Policy

We offer no refunds or returns on PureArts Brand products unless an incorrect product was shipped or there is a defect on the collectible (determined by the manufacturer).  Free Shipping does not apply

Bandai Brand Policy

We offer no refunds or returns on Bandai Brand products unless an incorrect product was shipped.  For any other issues or support, please contact Bandai directly:  customerservice@bntca.com

Cancellation Policy

We reserve the right to cancel the order for any and/or no reason

We reserve the right to make changes without prior notice

Refund Policy for Orders Placed Over 120 Days

Our payment processor typically limits standard refund transactions to within 120 days of purchase. In cases where a refund to the original payment method is not available after this period, we may offer alternative refund options such as PayPal, bank ACH/Wire or as store credit, at the customer’s selection. We recognize that certain pre-orders may exceed this timeframe and will work to provide a suitable resolution where applicable.