Tired of missing releases of highly sought after collectibles that have sold out? Pre-ordering products helps you avoid these frustrations and makes the process a hassle-free and enjoyable experience! As soon as a manufacturer announces a new item and gives us the go ahead, we will list it for presale with an expected arrival date. Presale means we are taking advanced orders for the item. Pre-order Management We make managing pre-orders simple and easy. From “My Account” you can manage all aspects of your pre-orders: View all items you currently have on pre-order View updated arrival information Cancel pre-orders Change Pile of Loot shipping options Change shipping address Change shipping method Change payment method Pre-order Arrival Dates Every product on pre-order lists an expected arrival date. Once we know something has changed, we will update our listings and the information in your account. We would all like pre-orders to show up within the expected time frame, but unfortunately the toy industry can have delays. The expected arrival date is an estimate; there are no guarantees for exactly when pre-ordered products will arrive. No compensation can be given for pre-orders that arrive late. We don't recommend pre-ordering products as gifts or for special occasions that are time sensitive. Pre-order Cancelation You can cancel most pre-orders at any time prior to their arrival to us. All of this can be done directly from “My Account”. Please keep in mind that if you cancel a pre-order that required a non-refundable down payment, your down payment will not be refunded. Pre-order Payment All accepted payment methods may be used to pay for pre-orders. Currently we charge the payment method the total amount due at time of purchase. Non-Refundable Down Payments Some expensive or custom items may require a non-refundable down payment due at the time of order placement. We purchase the item on your behalf and want to be certain you really want it before we place our order. You will have to agree to and pay the Non-Refundable down payment to place your pre-order. If you change your mind and wish to cancel your pre-order, your non-refundable down payment will not be refunded. Arrival notices When possible we will send out notification that a pre-order is arriving soon. This will allow you to review your selected payment method, shipping address, and shipping method before your order is processed. Please note we are unable to do this for all products; we are dependent on how much notification our vendors give us prior to shipping. Pre-order Pricing Due to the nature of pre-orders, pricing may sometimes change after we list the product for presale. If the price is reduced and your item is still on pre-order, your price will be adjusted so you receive the lowest price. In some cases we may not have exact pricing from our vendors when an item is listed for presale. If this occurs, we list the estimated price on the website with an explanation that the pre-order price will be adjusted when final pricing is known. In rare circumstances, mandatory price changes may happen to a pre-order. This could occur when we receive a solicitation from a vendor with a pricing error or when product import tariffs are assessed by the United States government. In the event that the price increases, we will notify affected customers. As always you are free to cancel your pre-order at any time. Pre-order Shipping Pre-order shipping fees are estimates, not the actual amount charged for shipping. We do not always know the exact weight or product dimensions at the time we list a product for pre-order. Pre-order Fulfillment We work hard to fill every pre-order we take, but occasionally a situation may be out of our control. If we cannot fill your pre-order, we will cancel it and notify you immediately. No compensation will be given for the inconvenience. Pre-order Abuse While the vast majority of customers use our pre-order system as intended there are the few that abuse the system by pre-ordering many products they never intend to purchase. If we determine a customer is abusing the system, we may require a non-refundable down payment or full payment for every pre-order placed by that customer.

BigBadToyStore offers a flexible cancellation policy to give you as much opportunity as possible to cancel items before they ship. All of this can be done by going to the "My Account" section of the BBTS website. If you would like more control over how and when your orders ship we recommend using our Pile of Loot. For more details, please see our Pile of Loot Guide. Pre-orders Most pre-orders may be canceled at any time before payment has been processed. Payment for pre-orders is processed when the product is received in our warehouse and is available to ship. To cancel a pre-order log into "My Account" and click on Pre-orders. If you wish to cancel pre-orders that require a down payment, you must contact customer service. Pile of Loot You may cancel items in your Pile of Loot at any time. If the item is canceled within 7 days of first being added to your Pile of Loot, your original payment method will be refunded. If more than 7 days have passed, your refund will be issued in BBTS Store Credit. To cancel an item in the Pile of Loot log into "My Account" and click on Pile of Loot. If an excessive number of items are canceled from your Pile of Loot and you are found to be abusing the system, your account will be changed to no longer allow cancellations from your Pile of Loot. Shipments When items are added to a shipment we begin the process of fulfilling your order. Once this happens items can no longer be canceled. Shipments are created when: You place an order for in stock items and request that they ship immediately Release items from your Pile of Loot Pre-orders that have arrived and were requested to ship immediately upon arrival Payments in Process All cancellation options may be temporarily unavailable when we are processing a payment for your order. If this occurs please try again after a few minutes when processing has finished. Cancellation due to non-Payment Payment for all items must be received within 4 days of when the items are available to ship. If payment is not received within 4 days it will be automatically canceled. For more information on payments please see our Payment Guide.

Not all purchases are going to be perfect. As hard as we try, things may not always arrive as expected; with that in mind we offer a 30 day return policy. Unopened Items Unopened and unused items can be returned within 30 days unless specifically stated on the product details page. The packaging must be in the same condition as when initially received. Opened Items Opened items are not elligible for returns. this includes: Items that have been opened or removed from the packaging Items that have visible indications that the packaged has been opened Opened cases that are no longer factory sealed Clothing and Apparel Used or worn clothing, apparel, halloween costumes, and accessories may not be returned. Damaged and Defective Items Any defective item or item damaged in transit can be exchanged for a replacement of the same item (or a replacement part depending on the issue), if you send us the request within 30 days of receiving your order. If the item is no longer available, we will be happy to issue a refund. We may request that you e-mail a picture of your broken or defective item to help us determine what exactly is wrong and if a replacement part would be helpful. The following issues do not qualify as a defective product: Minor cosmetic paint issues Package condition, unless you have purchased Collector's Grade: Package Grading Guide. How to Return an Item Please contact Customer Service to receive authorization for your return so that the item(s) can be accepted. Any returns without authorization will be delayed and possibly not be eligible for a refund. Customer service may be reached by: Email: service@bigbadtoystore.com Toll free: 888-980-2287 (7:00 AM to 9:00 PM CST Monday through Friday) Return Shipping - Domestic Customers If the return is due to our error or a damaged or defective product, we will cover any return shipping fees as long as the return is completed through a BBTS return option (a prepaid label provided by us). If you choose a self-return option (a carrier or service of your choice) you will pay the cost charged by the carrier selected and will not be reimbursed. We are not responsible for any lost or damaged packages through a self-return option. If the return is for any other reason, we will not pay for the return shipping fees and you will be responsible for all shipping costs without reimbursement. We are not responsible for any lost or damaged packages returned to us. Return Shipping – International Customers If the return is due to our error or a damaged or defective product, we will issue store credit for what it would reasonably cost to ship the item back to us using a cost-efficient method. You will be responsible for shipping the item(s) back and paying for the actual shipping fees. If the return is for any other reason, we will not pay for the return shipping fees and you will be responsible for all shipping costs without reimbursement. We are not responsible for any lost or damaged packages returned to us. How to Prepare Your Item for Return Shipping Please pack the item in an appropriate-sized shipping box and use bubble wrap or other fill to adequately protect the item. Please do not ever place the shipping label directly on the item to return it as this results in a partial or no refund. If the item is damaged in transit or received in less-than-original condition due to poor packaging your refund will be less. Refunds Refunds on returns are issued after the product has been received and processed. Refunds are in the original form of payment. In cases where this is not possible, store credit will be issued. You may view your account to check a refund status. Once we issue your refund there may be a delay for these funds to show in your account: Credit Cards: Typically 3-5 business days PayPal: Depends on your PayPal original source of payment. PayPal states up to 30 days. Store credit: Available immediately Refused and Undeliverable Shipments A refused shipment will be treated as a return and any return costs will be deducted from the refund. If a shipment is returned to us as undeliverable due to an error on your part (such as incorrect address or not home), we will contact you to reship the package; any return and reshipping costs are due before the package is reshipped. Re-shipments for domestic customers may not be eligible for Flat Rate Shipping. International customers will be responsible for any additional fees, duties, or taxes for refused or undeliverable shipments. If customs disposes your shipment for any reason, no refunds will be issued for product or shipping. Restocking Fees We typically do not assess restocking fees but reserve the right to do so in some situations: Returned shipment contains missing, damaged, or opened items Merchandise inspected by Customs The return was received after the 30 day return window Our Customer Service team will contact you with any general concerns prior to issuing a refund.

We accept these payment methods: Visa MasterCard American Express Discover JCB PayPal Most pre-paid credit and gift cards from Visa, MasterCard, American Express, Discover, and JCB are also accepted. Payment Terms Payment is due within four days of product availability. For in stock products, payment is due at the time of purchase. For pre-orders, payment is due when the product has arrived at our warehouse and is available to ship. After four days any unpaid items will automatically be canceled. Wallet Every customer has a wallet associated with their account which allows multiple payment methods to be stored and used for purchases. International Payments We accept orders from most anywhere in the world. All payments must be made in United States Dollars. Your credit card company converts your currency to USD at the time of purchase using the current currency exchange rate. We do not control the exchange rate, nor any foreign transaction fees your issuing bank may charge. PayPal Billing Agreements We require the use of a PayPal Billing Agreement to pay with PayPal. By using a PayPal Billing Agreement you are pre-authorizing us to charge your PayPal account for purchases. This has several advantages: Once created you don’t have to log into PayPal every time you want to place an order with BBTS We can process your payments more quickly, getting your orders to you that much faster You can use PayPal to pay for all of your pre-orders A Billing Agreement can be canceled at any time BBTS Store Credit We also offer BBTS store credit as a payment method. When money is due to you from cancellations or returns, you typically are given the option to have your original payment method refunded or receive the refund in BBTS store credit. You can check your store credit balance by logging into “My Account”. Any available store credit will automatically be applied to your next in-stock purchase or pre-order arrival. Expiration Policy: In most situations BBTS store credit automatically expires one year from date of issue. By law, store credit issued in certain situations is not allowed to expire. We keep track of this and only expire store credit when it is permitted by law. The oldest store credit is always used first. We may reinstate expired store credit upon customer inquiry. Payment Verification Every payment goes through a rigorous verification process to detect potential fraud. As one of our verification steps we may authorize your card for a small amount and ask you to verify the amount before we accept payment. This authorization is not a charge, but the bank may hold the authorized funds as unavailable until the authorization expires. Resolving a Declined Payment During the payment verification process we may decline your payment and ask you to resubmit your billing information and card details so it matches what your credit card company has on file. In some situations we may just ask you to use a different form of payment. At this point no transaction has been attempted on your credit card. Once your payment has passed the verification process, we will attempt to charge your credit card. If the sale is declined, you may need to contact your credit card company or bank to resolve the problem. The most common reasons for a declined payment are: Credit card company needs authorization prior to completing the transaction. You have reached the daily withdrawal or purchase limit. There are not enough funds in the account. Your credit limit has been exceeded. Once you have determined the problem, log into "My Account" on the BBTS site and resubmit your payment details so we can process your order. Credit Card Security We work diligently to protect your data and keep it confidential. To ensure the utmost security, our servers never store or transmit any credit card data. When you enter a credit card on our website, it is encrypted and sent directly from your browser to our payment processor, who then sends us a token which we reference for future transactions. The token is meaningless to any outside party. We partner with a large, well-respected payment processor which is fully PCI compliant. At no time does any employee of BigBadToyStore have access to your full credit card details. Details we do store, such as the credit card last 4 digits, are encrypted and protected with industry standards. Unknown Credit Card charges If you don’t recognize a charge from BigBadToyStore on your credit card or PayPal account there may be several reasons: An item you had on pre-order became available and either shipped or was added to your Pile of Loot. We may have performed an authorization for a small amount as part of our payment verification process. This authorization will expire and no money is removed from your account. An order was placed by a family member, friend, or co-worker with access to your credit card. Additional cards are associated with the credit or debit account. If you have any questions please contact us first, rather than filing a chargeback with your credit card company. Frequently Asked Questions

BigBadToyStore ships to all 50 US states, US protectorates, APO and FPO addresses, and PO Boxes. $4 Flat Rate Shipping $4 Flat Rate Shipping is now available on all orders shipping to street addresses within the contiguous United States. There is no minimum purchase, product restrictions, or cap. For more information please see our $4 Flat Rate Shipping Guide. Shipping Methods We offer the following services for domestic delivery: DHL FedEx USPS Several shipping methods are available for each carrier, including standard and expedited services. Some shipping methods explicitly state which carrier will be used. Others may ship by a variety of carriers depending on the properties of the package. If you choose a method where multiple carriers can be used, you cannot request a specific carrier. Expedited shipping options are generally not available for pre-order products. If you wish to use an expedited shipping option for a pre-order, we recommend using our Pile of Loot feature. This will allow you to choose any shipping method when your item is available to ship. For more information please see our Pile of Loot guide. All shipping method options are detailed during checkout. Shipping fees as well as delivery estimates are shown for each shipping method. Shipping Fees Shipping fees are based on actual product weights or dimensions. Dimensional weight reflects how much space a package takes in a truck or plane. Shipping fees for in stock items: The shipping fees displayed during checkout for in stock items or for items being released from your Pile of Loot are the actual rates you will pay. Please note that some items, due to their size or weight, will require a custom shipping quote at the time of shipment. This will be explicitly stated in the items’ description. Shipping Fee estimates for pre-orders: Shipping fees for pre-ordered items are estimates not the actual amount you will be charged for shipping. The exact product weight or product dimensions are not always known at the time we list a product for pre-order. If you are pre-ordering a single item an estimated shipping fee is displayed. If you are pre-ordering more than one item the base fee and the price per pound that is charged for each shipment is shown. We cannot be certain which items will arrive together so a more accurate shipping estimate cannot be given. We recommend using the Pile of Loot to ship items together and save money on shipping. Delivery Estimates Delivery times vary depending on the shipping method selected. Each shipping method will display a delivery date or date range of when a shipment can be expected for delivery. If you are purchasing a pre-order, the number of business days expected for delivery after the item has arrived at our facility will be displayed. Under normal circumstances the stated delivery day/range is accurate 99% of the time. There will be a small portion of shipments that take longer. If your delivery has not arrived we suggest you check the tracking to get a package update. Please be advised that some addresses may consistently take longer than the stated delivery dates. Deliveries may also take longer if you live in an area that is experiencing an unexpected service delay, such as severe weather, natural disasters, unscheduled events, etc. Shipping Methods with a Guaranteed Delivery Date We try to be as accurate as possible with our delivery estimates, however most services are not guaranteed to arrive on the date or within the date range specified. Some one and two day expedited services are guaranteed to arrive on a specific date, but must meet specific criteria to be eligible. If your shipment does qualify and does not arrive as guaranteed we will refund your shipping fee in store credit. The following requirements must be met for Guaranteed Delivery: A guaranteed delivery shipping method is selected Order is placed before the deadline listed on the shipping method Payment is successful before the deadline displayed during checkout Your payment does not require additional checks for fraud that delay your payment An attempted delivery on or before the guaranteed delivery meets our delivery guarantee An offer by the carrier of a delivery appointment on or before the guaranteed delivery date meets our delivery guarantee No service events as defined by the carrier occur that void their service guarantee. If you suspect your delivery is late please contact customer service. All requests must be made within 5 days of delivery. Freight Shipping Some very large items may require special freight shipping. If an item requires freight shipping it will be noted in the item’s description. When the item is available to ship we will contact you with the actual freight cost. Most large items may only be shipped to street addresses in the contiguous United States.

International shipping has been a cornerstone of BigBadToyStore since its inception in 1999, serving customers all over the world. Shipping Methods We currently offer the following shipping methods for international delivery: Air Mail Priority Mail DHL FedEx Some shipping methods explicitly state which carrier will be used. Other shipping methods may use a variety of carriers depending on the properties of the package. If you choose a method where multiple carriers can be used, you cannot request a specific carrier. All shipping method options are detailed during checkout. Shipping fees as well as delivery estimates are shown for each shipping method. For a list of every country we currently ship to, please see the Countries We Service. Shipping Fees Shipping fees are based on actual product weights or dimensions. Dimensional weight reflects how much space a package takes in a truck or plane. Shipping fees for in stock items: The shipping fees displayed during checkout for in stock items or for items being released from your Pile of Loot are the actual rates you will pay. The rates do not include any taxes, duties, or customs fees that may be assessed by the destination country. Please note that some items, due to their size or weight, will require a custom shipping quote at the time of shipment. This will be explicitly stated in the items’ description. Shipping fee estimates for pre-orders: Shipping fees for pre-ordered items are estimates not the actual amount you will be charged for shipping. The exact product weight or product dimensions are not always known at the time we list a product for pre-order. If you are pre-ordering a single item an estimated shipping fee is displayed. If you are pre-ordering more than one item the base fee and the price per pound that is charged for each shipment is shown. We cannot be certain which items will arrive together so a more accurate shipping estimate cannot be given. We recommend using the Pile of Loot to ship items together and save money on shipping. Saving Money on International Shipping We recommend that international customers use the Pile of Loot to help save costs on shipping. The Pile of Loot gives customers more control and flexibilty that is especially useful for shipping internationally. For more information please see our Pile of Loot Guide. Delivery Estimates Delivery times vary depending on the shipping method selected. Each shipping method will display a delivery date or date range of when the shipment can be expected for delivery. If you are purchasing a pre-order, the number of business days expected for delivery after the item has arrived at our facility will be displayed. The delivery estimate should only be used as a general guideline. There are many factors including customs clearance that can delay delivery. Shipments sent through a private carrier such as FedEx can have more reliable and consistent delivery times. Shipments that are sent through the mail can take considerably longer than the stated delivery times. Shipping Methods listed as Buyer’s Risk Some shipping methods are declared as Buyer’s Risk. This means that you take all responsibility for lost or damaged packages. Once the shipment leaves our facility our responsibility ends. We will not issue refunds or ship replacements under any circumstance. These shipping methods generally do not offer tracking. If you select a Buyer’s Risk method you will be required to confirm your selection and acknowledge these risks before placing your order. Freight Forwarders Freight forwarders can be an economical and practical shipping solution for customers living outside of the United States. There are some additional conditions to be aware of when using a freight forwarder. Please be aware that we use the term freight forwarder as a broad definition to include actual companies that specialize in freight forwarding as well as friends or family who live in the United States and are willing to ship packages to you. We are not responsible for any loss or damage that occurs after your shipment has been delivered to your freight forwarder. This means we will not refund or provide a replacement for any merchandise that has been exported beyond the original delivery address. To minimize this risk, you should instruct freight forwarders to refuse any shipments that arrive damaged. Our return policy does not apply to any items shipped to a freight forwarder. All sales are considered final and may not be returned. If the freight forwarder you are using has a U.S. address and you subsequently request that the items be exported outside of the United States, you or your freight forwarder are considered the exporter and must comply with all export and import regulations, including all U.S. export regulations and the import regulations of the destination country. BigBadToyStore must not be listed on any export documentation including but not limited to export declarations, invoices, and packing lists. Importation When ordering from BigBadToyStore you are responsible for assuring the product can be lawfully imported to the destination country. The recipient is the importer of record and must comply with all laws and regulations of the destination country. Import Duties, Taxes, and Fees Australia now requires us to collect GST on most purchases. See our Guide to Australia GST for more information. New Zealand now requires us to collect GST on most purchases. See our Guide to New Zealand GST for more information. United Kingdom now requires us to collect VAT on most purchases. See our Guide to United Kingdom VAT for more information. Orders shipped outside the United States may be subject to import taxes, customs duties, and fees levied by the destination country. These fees are assessed when the shipment reaches the recipient's country and are the sole responsibility of the recipient. We have no control over these charges and cannot predict them. Customs policies vary widely from country to country; please contact your local Customs office for more information. Customs Clearance International shipments may be subject to opening and inspection by Customs and/or postal authorities. Individual products and packaging may be opened and inspected. Items may be repacked without out the original care taken when your shipment left our warehouse. We have no control over this process and thus cannot be held responsible or guarantee the condition of any items on arrival. If you experienced a complication with your local Customs agency we recommend that you follow up with them directly. If your shipment is not cleared by Customs and is disposed of for any reason (including failure to pay any duties, taxes or fees) we will not refund any product or shipping. Product Restrictions Unfortunately all products cannot be shipped to all destinations. Some manufacturers have licensing agreements and only allow us to sell their products in specific countries. Product restrictions may also include items that are too large to ship internationally or replicas that are prohibited by Customs. If there are restrictions on a specific product it will be detailed in the description of the product details page. If you try to purchase an item that is not allowed to ship to a specific country we will cancel and refund any ineligible items in your order. In some situations we may not know that a product is too large to ship to some destinations until we have received it at our warehouse. If this happens we will contact you to try to arrange an alternate form of delivery. In some cases we may just need to cancel and refund your order. Limitations For products shipped internationally please be aware of the following: Manufacturers' warranties may not be valid Manufacturer service options may not be available Product manuals, instructions, and safety warnings may not be written in the destination country's language The products and accompanying materials may not be designed in accordance with destination country standards, specifications, or labeling requirements Products may not conform to destination country voltage or other electrical standards, requiring use of an adapter or converter if appropriate