Terms of service

🔁 Price Matching

Q: Does Strangecat Toys price match?
A: Yes! We price match with most major designer toy retailers on regularly priced blind boxes (some exceptions may apply). We do not price match vinyl or resin art toys.

Price match requests must be made within 3 days of purchase.

📦 Shipping & Delivery

‼️If you have specific packaging concerns, contact us before placing your order.

Q: How long does it take for my order to ship?
A: Most orders ship the next business day. However, please allow 3–4 business days for processing (up to 7 during November–December).

Preorders ship once the product arrives, based on the estimated release window (subject to change).

Q: What are your shipping rates?
A: Shipping is calculated based on item size and weight. Add items to your cart and click “Calculate Shipping” for an estimate.

Note: International shipping and preorder quotes may be inaccurate; if so, we’ll contact you with revised options.

Q: Do you ship internationally?
A: Yes! We offer international shipping via USPS, UPS, or DHL.

USPS First Class International may offer limited or no tracking outside the U.S.

Q: My package was lost or stolen—what happens now?
A: We handle these situations case-by-case. If your package is confirmed stolen, we may not always be able to replace or refund it.

We highly recommend purchasing shipping protection to protect your order from loss, theft, or damage.

Q: How do I file a shipping insurance claim?
A: Email us at strangecatteam@strangecattoys.com.

Claims for lost (undelivered) packages must be filed no sooner than 7 days after the last scan (20 days for international) and within 30 days of the last tracking update.
Delivered packages must be reported within 48 hours.

Q: There’s no tracking movement—what should I do?
A: Contact the shipping provider (USPS, UPS, DHL, etc.) for updates.

🎨 Gallery & Custom Purchases

Q: When will my gallery/custom item ship?
A: Items ship at the end of the gallery event, typically 28 days after the start date.

Q: Can I cancel my order?
A: No cancellations or refunds are allowed for gallery items.

📦 Hold My Order

Q: How does "Hold My Order" shipping work?
A: All available items will be held together. Preorder items will be added once they arrive.

We can hold orders for up to 90 days. If you're unresponsive, your order may be canceled with a restocking fee.

Q: How do I request shipping for held items?
A: Email strangecatteam@stangecattoys.com to request shipping.

U.S. customers can also pay shipping directly: Shipping Payments

Q: How will I know when my preorder is ready?
A: We’ll notify you via email once your entire order is ready (if it includes multiple preorders, we wait until all are in stock).

🐾 Cat Treats (Rewards Program)

Q: What are Cat Treats and how do I use them?
A: Cat Treats are loyalty points you earn with every purchase (account required).

Redeem points for discounts via the heart-shaped icon in the bottom right corner of our site.

Q: Can I earn points on guest or past orders?
A: No, points can’t be applied retroactively or to guest checkouts.

Q: Do resellers earn Cat Treats?
A: No, resellers are not eligible for the rewards program.

💸 Coupon Codes

Q: What items do coupon codes apply to?
A: Coupons can be used on in-stock items only, excluding special order and custom vinyl figures.

📅 Preorders

Q: When will my preorder ship?
A: Each item has an estimated ship date (subject to change).

Preorders may arrive earlier or later—up to 1 year later in rare cases.
We don’t recommend preorders for time-sensitive events (e.g. birthdays, holidays).

Q: Why preorder?
A: Preordering reserves your item from incoming shipments. Some products sell out before they even arrive.

On rare occasions, our distributor may cancel an item—if that happens, you’ll receive a full refund.

Q: Can I cancel an in-stock or preorder item?
A: Cancellations are not allowed, but exceptions may be made with a restocking fee and a 3% deduction if paid via PayPal (to cover payment processing fees).

📦 Special Orders & Backorders

Please allow 5 additional business days for processing.
Additional shipping fees may apply.
All special and backorder items are non-refundable.
If a special order item becomes unavailable, you’ll be refunded within 48 hours.

🧸 Toy & Packaging Condition

We only sell 100% authentic, officially licensed products from trusted manufacturers and distributors.
Please note: Product photos may not reflect the exact packaging condition.
‼️If you have specific packaging concerns, contact us before placing your order.

🔁 Strangecat Toys Return and Exchange Policy

At Strangecat Toys, we want you to love your purchase! While we do not offer refunds for buyer’s remorse, we are happy to offer exchanges for items that are damaged or have a manufacturer’s defect, based on the conditions below.

Online Orders

If your item arrives damaged or has a manufacturer’s defect, please email us at strangecatteam@strangecattoys.com within 3 days of receiving your order.
Damage from normal use, wear and tear, sun damage, etc., is not covered. Please note that due to hand worked elements during the manufacturing process, variations between products (i.e. paint, color, lines, etc.) are normal and not considered defective.*
- Normal variation examples:
  - Varying line thickness (such as eye outline)
  - Creases or small dents
  - Paint smudges
  - Varying figure head looseness
  - Small marks from production
  - All other irregularities under 1/8 of an inch
  Defect examples:
  - Missing parts
  - Differences in minifigure leg length
  - Paint splatters larger than 1/8 of an inch
  - Unpainted areas

For Blind Box items, an unboxing video is required to verify any damage or missing contents. Without this, we are unable to issue a replacement.
Approved defective items will be exchanged for the same item only, based on availability.
Strangecat Toys will cover all shipping costs for approved defective item exchanges.
Items must be returned in their original packaging, including the original box and all internal components.
Items that have been disassembled or modified will not be accepted for exchange.

In-Store Purchases

If you discover a defect or damage after purchasing an item in-store, please email us at strangecatteam@strangecattoys.com within 24 hours of purchase and include photos of the issue.
For Blind Box items, an unboxing video is required to verify any damage or missing contents. Without this, we are unable to issue a replacement.
All exchanges must be completed within 7 days of the original purchase date.
To complete an exchange, the item must include the defective product and all internal components, original box, and all packaging materials.
Items that have been disassembled or modified cannot be accepted for exchange.
Approved defective items will be exchanged for the same item only, based on availability.

Important Notes

Minor imperfections such as small scuffs, paint variations, or cosmetic flaws—particularly on Blind Box items—are not considered defects. These are common in mass-produced collectibles.
All exchanges are subject to review and must meet the conditions above.

🛍️ Price Adjustments & Reseller Policy

Q: I bought something and now it’s on sale. Can I get a refund?
A: Yes, upon request. Price adjustments are available within 3 days of your original purchase date and only for items that go on sale after your order.

Refunds are issued as store credit only.
Excludes Black Friday/Cyber Monday sales.

Q: What is your policy on resellers?
A: Products purchased from Strangecat Toys and then resold on third-party platforms such as eBay, Amazon, or similar are non-refundable—this includes preorder items.

We include packing slips with every order. Gift receipts are available upon request, but please note: the recipient will still see that the item came from Strangecat Toys.

📧 Questions or concerns?
Reach out to us anytime at strangecatteam@strangecattoys.com — we’re happy to help!