Frequently Asked Questions
Q: How long does it take for my order to ship?
A: While most orders ship next day, please allow 3 to 4 business days for your order to ship. If your order is a preorder item it will ship at the estimated release time (this is subject to change without notice).
Q: What are the shipping rates?
A: Shipping rates are based on weight and size of the items. You can add items to your basket and click the calculate button for exact shipping rates. Please note international shipping quotes can sometimes be misquoted, if this happens we will reach out to you to let you know the difference and possibly change shipping services.
Q: Does Strangecat Toys ship internationally?
A: Yes, all international shipping is done through USPS, UPS of DHL. (USPS First Class mail has limited to no tracking outside of the US).
Q: Shipping to the U.K. and how it works
A: Due to new brexit laws related to VAT tax we can only ship direct to the U.K. if the total amount is over 165 USD. We can either hold your items until you reach that amount on orders or we can ship to a mail forwarder in the US or a friend in the US. We are currently recommending people to use this mail forwarder Stackry | US shopping, global shipping
Q: My package was lost/stolen in the mail, will you replace/refund?
A: We will work each issue case by case and do everything we can to help locate your lost or stolen package. If your package was ultimately stolen we can not always replace or refund the item(s). We offer shipping insurance to cover lost/stolen packages and it is the best way to 100% guarantee any lost/stolen packages are replaced/refunded.
Q: How do I file a shipping claim with Route shipping insurance?
A: Resolve Center (route.com) Claims can be filed here. International orders must file a claim within the last 30 days of the scan history or it will not be covered.
Q: There is no movement on my package, what should I do?
A: You should call USPS/UPS/FedEx/DHL for an update. Or if you have Route Shipping insurance you should file a claim.
Q: When will my item ship?
A: Your item will ship at the end of the gallery event (This is typically 28 days after the event start date).
Q: Can I cancel my order?
A: Absolutely no refunds/cancellations are allowed on gallery items.
Hold My Order Shipping
Q: How does "Hold My Order" work?
A: After you choose this shipping method all available items will be put in a holding area. If the item is a preorder it will be placed in a holding area when it arrives. We will only be able to hold your order for 90 days, exceptions can be made. If you are unresponsive when we attempt to arrange shipping, your order may be canceled and a restocking fee may be applied.
Q: How do I arrange shipping?
A: Simply email Strangecattoys@outlook.com and let us know you would like to arrange shipping for your pending orders. We will then email you an invoice for the shipping fee. If you are in the United States you can pay your shipping here https://www.strangecattoys.com/pages/shipping-payments
Q: How do I know when my preorder is ready?
A: We will send you a notice via email when your ENTIRE order is ready to ship. If your order has multiple preorders with different ship dates we will only notify you when all items have come into stock.
Q: What are cat treats and how to I use/redeem them?
A: Cat treats is our reward system, you must have an account to earn treats. Treats are earned on all purchases, you can earn extra treats when you refer a friend. Cat treats can be redeemed in the form of a gift card/discount off future orders. Login to your account and click the shopping bag with the heart in the lower right hand corner to access your treats.
Q: Can I get treats on old orders or guest orders?
A: No we can not retroactively retrieve treats on old/guest orders.
Payment Plans with Partial.ly
Q: Can I cancel my order if I am currently on a payment plan?
A: No you are legally bound to pay your order in full and absolutely no refunds will be applied.
Q: When will my order ship?
A: Your order will ship when the payment plan is paid in full. If you ordered a preorder item it will ship when the item is available and paid in full.
Q: If I can no longer pay the payment plan and cancel my credit card will I get a refund since I wont be receiving my item(s)?
A: No, if you are unable to complete your payment plan your item(s) will be put back into stock and you will be charged a restocking fee which will be the sum of what you have already paid towards your payment plan.
Q: What items can I use coupon codes on?
A: Coupon codes will only discount in-stock items with the exception Special Order & Custom Vinyl Figures.
- Shipping FAQS: If you order multiple items that have different ship dates we will hold all of your items until they have all arrived and ship them at once.
Q: When will my preorder(s) arrive & ship?
A: Each product will have an estimated arrival time. Our Vendors supply us with these arrival times and we try to keep them as current and accurate as possible. Please remember these estimated arrival times and are subject to change without notice. It is not recommended to purchase preorder and expect it to arrive in time for a specific event (holidays, birthdays, etc). Please note that some preorder items will arrive ahead of schedule. We will ship the products as soon as they arrive.
Q: Why should I preorder an item?
A: When you place a preorder with Strangecat Toys, we will reserve that figure for you from our incoming shipment. In some cases our shipments pre-sell-out so only people who preorder with us are able to receive the items because we don’t have any extras left to list for normal ‘in stock’ sales. In RARE cases our distributor will cancel an order on us without notice, if this happens and we are unable to fill your order you will be given a refund.
Q: Can I cancel a preorder?
A: No we do not offer refunds for preorder items. In the rare chance we are able to issue a refund a $15 (plus 2.7% if Paypal was used) chargeback fee will be applied. This is due to the fees we are charged.
Special Orders & Back orders
- Please allow an extra 5 business days to estimated shipping date.
- Additional Shipping charges may apply.
- Special order items are non-refundable.
- Back order items are non-refundable.
- Special order & back order items are not always available, if you order a special order item and it is not available you will be refunded within 48 hours.
Toy & Packaging Conditions
Strangecat Toys only sells 100% guaranteed authentic, genuine, authorized & officially licensed merchandise from reputable manufacturers, distributors & suppliers. Photos of product may not represent actual package condition. If you have any concerns about package condition please contact us before making a purchase.
Strangecat Toys Return Policies
Q: What is the Strangecat Toys return policy?
A: We will only exchange your item if it is damaged. We do not offer refunds for buyers remorse.
Defective items: If you receive an item that has a manufacturer’s defect we are happy to ship a replacement. Please contact us within 7 days of receiving your order. Strangecat Toys will cover all shipping fees to and from our warehouse on defective items. Defective items may only be exchanged for the same item. We are not able to accept any figure(s) or item(s) that have been disassembled or modified in any way, due to the overall quality and integrity being compromised.
Q: The item I purchased from your website is now on sale. Can I get a refund?
A: Yes, upon request. This applies only to items purchased within the previous 3 days prior to the start date of the sale. Refunds are only given as store credit.
- Resellers: Products purchased from Strangecat Toys and then resold on eBay/Amazon or any similar website are non-refundable (this includes preorder items). Strangecat Toys included packing slips in every single order, gift receipts are available upon request but please note that the receiver of the item will know it came from Strangecat Toys.
Question, Comment, or Problem? Contact Us! Meowcanihelpyou@outlook.com
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