Frequently Asked Questions

Price Matching

Q: Does Strangecat price match?

A: Yes we will price match with most major designer toy retailers, we will only price match regularly priced blind boxes (some exceptions may apply). We are unable to price match vinyl and resin toys. You must request a price match within 4 days of your purchase. 

Shipping

Q: How long does it take for my order to ship?

A: While most orders ship next day, please allow 3 to 4 (7 during Nov-Dec) 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 cannot 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 insurance claim with Strangecat?

A: Email us at Strangecattoys@outlook.com

• Order issues for packages presumed to be lost by the carrier (where the status is not "delivered") must be filed no sooner than 7 days after the last tracking update for United States domestic shipments (20 days for international shipments, including Canada) and within 30 days from the last checkpoint. Ordered marked delivered must be reported within 48 hours.
• The Strangecat Insurance covers Lost, Stolen or Damaged orders.

Q: There is no movement on my package, what should I do?

A: You should call USPS/UPS/FedEx/DHL for an update. 

Gallery/Custom Purchases

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.

Cat Treats

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.

Coupons

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.

Pre-Orders

• 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. Please note that preorder ship dates may be extended by up to 1 year.

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. Black Friday/Cyber Monday Sales are excluded.

• 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! Strangecatteam@strangecattoys.com

Privacy & Security Policies

This Privacy Policy governs the manner in which Strangecat Toys collects, uses, maintains and discloses information collected from users (each, a “User”) of the www.strangecattoys.com website (“Site”). This privacy policy applies to the Site and all products and services offered by Strangecat Toys. Personal identification information We may collect personal identification information from Users in a variety of ways, including, but not limited to, when Users visit our site, place an order, subscribe to the newsletter, and in connection with other activities, services, features or resources we make available on our Site. Users may be asked for, as appropriate, name, email address, mailing address, credit card information. Users may, however, visit our Site anonymously. We will collect personal identification information from Users only if they voluntarily submit such information to us. Users can always refuse to supply personally identification information, except that it may prevent them from engaging in certain Site related activities. Non-personal identification information We may collect non-personal identification information about Users whenever they interact with our Site. Non-personal identification information may include the browser name, the type of computer and technical information about Users means of connection to our Site, such as the operating system and the Internet service providers utilized and other similar information. Web browser cookies Our Site may use “cookies” to enhance User experience. User’s web browser places cookies on their hard drive for record-keeping purposes and sometimes to track information about them. User may choose to set their web browser to refuse cookies, or to alert you when cookies are being sent. If they do so, note that some parts of the Site may not function properly. How we use collected information Strangecat Toys may collect and use Users personal information for the following purposes: – To improve customer service Information you provide helps us respond to your customer service requests and support needs more efficiently. – To improve our Site We may use feedback you provide to improve our products and services. – To process payments We may use the information Users provide about themselves when placing an order only to provide service to that order. We do not share this information with outside parties except to the extent necessary to provide the service. – To send periodic emails We may use the email address to send User information and updates pertaining to their order. It may also be used to respond to their inquiries, questions, and/or other requests. If User decides to opt-in to our mailing list, they will receive emails that may include company news, updates, related product or service information, etc. If at any time the User would like to unsubscribe from receiving future emails, they may do so by contacting us via our Site. How we protect your information We adopt appropriate data collection, storage and processing practices and security measures to protect against unauthorized access, alteration, disclosure or destruction of your personal information, username, password, transaction information and data stored on our Site. Sensitive and private data exchange between the Site and its Users happens over a SSL secured communication channel and is encrypted and protected with digital signatures. Sharing your personal information We do not sell, trade, or rent Users personal identification information to others. We may share generic aggregated demographic information not linked to any personal identification information regarding visitors and users with our business partners, trusted affiliates and advertisers for the purposes outlined above. Compliance with children’s online privacy protection act Protecting the privacy of the very young is especially important. For that reason, we never collect or maintain information at our Site from those we actually know are under 13, and no part of our website is structured to attract anyone under 13. Changes to this privacy policy Strangecat Toys has the discretion to update this privacy policy at any time. When we do, we will revise the updated date at the bottom of this page. We encourage Users to frequently check this page for any changes to stay informed about how we are helping to protect the personal information we collect. You acknowledge and agree that it is your responsibility to review this privacy policy periodically and become aware of modifications. Your acceptance of these terms By using this Site, you signify your acceptance of this policy. If you do not agree to this policy, please do not use our Site. Your continued use of the Site following the posting of changes to this policy will be deemed your acceptance of those changes. Contacting us If you have any questions about this Privacy Policy, the practices of this site, or your dealings with this site, please contact us at: Strangecattoys@outlook.com.com This document was last updated on June, 16th 2020.