Refund policy

Art Toy Familia is an independent art-toy reseller specializing in authentic, unused collectible figures and blind boxes from brands such as POP MART, 52TOYS, Finding Unicorn, and others. We are not affiliated with or endorsed by these brands. We verify items before shipment, package collector items carefully, and offer buyer protection for missing, damaged, or authenticity-related issues.

We allow a 4 hour cancellation grace period after purchase - if you want to cancel your order within 4 hour, it's free of any charge.

We aim to ensure a high quality experience that you have with our store, so we do accept (full/partial) refund or reshipment if you meet the following criteria. So, please think carefully before placing your order.

For the fastest and smoothest resolution, we strongly recommend recording an unedited unboxing video when your order arrives. The video should clearly show the sealed delivery package, the shipping label/tracking number, the package being opened, and each item being unboxed.

A complete unboxing video gives us the strongest evidence and usually allows us to resolve eligible claims faster, including missing, damaged, incorrect, or authenticity-related items.

If you do not have a video, please still contact us. We will review any other available evidence, including photos of the package, shipping label, item condition, product packaging, and our fulfillment records. Because blind boxes are sealed collectibles and can be difficult to verify after opening, claims without clear evidence may be limited or may not qualify for a refund or reshipment.

Claims must be submitted within 14 days of delivery.

 

Order Issues, Refunds & Reshipments

To start a claim, please contact us at customer.service@arttoyfamilia.com within 14 days of the carrier-marked delivery date.

Please include your order number and clear photos or videos of the issue. For the fastest review, we strongly recommend providing an unedited unboxing video showing the sealed delivery package, shipping label/tracking number, package opening, and item unboxing.

We review every claim using the evidence provided, tracking information, inventory records, and fulfillment records.

Issues Eligible for Refund, Partial Refund, or Reshipment

Authenticity concerns / suspected counterfeit item
If an item is confirmed to be counterfeit, we will offer a full refund or replacement, depending on item availability. Please provide clear photos or videos of the item, packaging, codes, cards, and any authenticity-related details so we can review the issue properly.

Missing item from your order
If an item is missing from your order, we will offer a refund for the missing item or a replacement/reshipment, depending on item availability and shipping destination.

Wrong item received
If we shipped the wrong item, we will help make it right. Depending on the situation, we may offer a replacement, reshipment, refund, partial refund, or store credit. If you choose to keep the wrong item, we may offer a refund or credit for the price difference where applicable.

Missing accessories, cards, or parts
If an accessory, card, or included part is missing, we may offer a replacement if available. If a replacement is not available, we may offer a partial refund of up to 20% of the affected item’s price, depending on the missing component and item value.

Package lost in transit
If tracking confirms that a package was lost in transit, or if the carrier investigation confirms the package cannot be delivered, we will offer a full refund or replacement/reshipment, depending on item availability and shipping destination.

Damaged during shipping or fulfillment issue
If your order arrives damaged or there is a fulfillment-related issue, please contact us within 14 days with photos or videos of the package, shipping label, item, and product packaging. We will review the issue and offer an appropriate resolution when eligible.

Issues Not Eligible for Refund or Reshipment

The following situations generally do not qualify for a refund, replacement, or reshipment:

Manufacturer quality-control variations or defects
Because we are a reseller and do not manufacture the items, we are generally not responsible for manufacturer-level defects, including minor paint variations, small marks, mold lines, loose parts, or other factory quality-control issues. However, you are still welcome to contact us, and we will review severe cases when possible.

Transit delays outside our control
Shipping delays caused by customs inspections, severe weather, carrier delays, holidays, incorrect routing, or other unforeseen circumstances are not eligible for refund by themselves. However, if the package is officially confirmed lost, it may qualify under our lost-package policy.

Incorrect or incomplete shipping address provided by the customer
We are not responsible for packages lost, delayed, returned, or delivered incorrectly due to an incorrect or incomplete shipping address entered at checkout. If the package is returned to us, we may be able to reship it after the customer pays the additional shipping cost.

Claims submitted after 14 days
Because blind boxes and collectible items are difficult to verify after opening, claims submitted more than 14 days after delivery may not be eligible for refund, replacement, or reshipment.

Refund Processing

Approved refunds will be issued to the original payment method. Please note that your bank, credit card company, or payment provider may take additional time to process and post the refund.

If more than 15 business days have passed since your refund was approved, please contact us at customer.service@arttoyfamilia.com.

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