FAQ

So how does this all work?

- By purchasing our products you understand and accept the following terms:

- You are supporting Spokestorm Toys, an indie toy maker, by backing, and in part, funding the production of a limited run of action figures.

- The entire development and production process may take up to 12 months (excluding delays) before production is complete and product is ready to be shipped out to customers.

- Payment must be made in full (including shipping) and will be charged in advance when you complete the pre-order checkout.

- Invoice will be sent directly after pre-order purchase. All product order updates will be emailed separately during production. Final email will contain tracking number and other shipping information when product is ready to be shipped.

- We offer our customers a full refund at any stage of process if they ask for it. However, we strongly urge customers to fully understand what they are investing in before they buy so there are no unwanted surprises. This is an financial investment to allow Spokestorm to bring action figures to market within 12 months.

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Why are your prices so high?

- Several reasons, some of which we'll attempt to break down for you here.

- The big one is that we're producing an extremely limited amount of product. The market simply is not there for an indie toy maker to crank out 10,000 or 100,000 units like the big boys did 30 years ago.

- We won't go into the numbers, but we're much, much lower than the 1000's most indie toy makers produce. That means paying more for low volume all without sacrificing quality.

- Then we have the materials, and again, paying more for a higher quality. For plastic we've tried to match what they used in the 80's and 90's. That has been very challenging as just about every part of the production process has gone through a massive change.

- On the paint side of things, both the amount of paint per unit and/or the number of paint applications all add to the cost of the production process.

- Lastly, getting the overall look and feel of the end product right is very important to us. Not kinda, sorta right. Exactly right. The journey of getting to that point takes a lot of back and forth, which means more time and more cost.

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What is a Pre-Order?

- When you place a pre-order, you pay for a product in advance (including shipping). A limited quantity is then made-to-order and usually produced within 12 months and delivered when production is complete.

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Do you combine shipping?

- Yes, we do. Please contact us with the product name, quantity, your full name and address. We will then calculate the best shipping rate and send you an invoice. We may also amend your final invoice (sent when production is complete and figures are ready to ship out to customers) to reflect any discounts we have applied to multiple orders.

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When Will I Be Charged For My Pre-Order?

- Pre-order payments are charged immediately when the order is placed.

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What Payment Methods Do You Accept?

- We accept most major credit cards, Shop Pay, Google Pay and PayPal. If you have any requests for different payment methods please let us know and we'll look into it!

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Can I Add On Additional Items To My Order?

- We are not able to add items to pre-orders. You would need to place a new order for the additional items you'd like to purchase.

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Am I Allowed To Ship To A Freight Forwarder?

- We are able to ship to freight forwarders but we can't claim responsibility for any loss or damages after a successful delivery to the freight forwarder. If your freight forwarder receives damaged items, please instruct them to send the order back to us. We are also unable to process any exchanges to orders that have gone to a freight forwarder.

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Can I Cancel My Pre-Order?

- You may cancel your pre-order within 7 days for a full refund. No refunds will be given after 7 days of the original order date. This is to ensure production is not jeopardised.

- If you have an issue regarding your pre-order please contact us and we'll be able to assist you.

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Help! I Can't Log In To My Account To See My Pre-Orders!

- If you are having trouble logging in to your account please make sure you are logging in with the correct details. If you are still having problems logging in please contact us for further assistance

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How can I track my order?

- You will receive regular updates on pre-orders via email on every stage of the production process. When production is complete and product is ready to be shipped we will email a final invoice and order information will be updated accordingly in your order page. The final update will include shipping confirmation with your tracking information.

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Pre-Orders Have Begun Shipping, Where Is My Tracking Information?

- Our pre-orders are shipped out once a week and it may take several weeks for all pre-orders to be shipped out.

- If it has been over 3 weeks since pre-orders have begun shipping and you have not received a shipment email, please contact us and we'll be able to assist you.

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What Is your Return Policy Regarding Pre-Orders?

- We do not accept returns for any pre-order items unless the item(s) you received in a pre-order were damaged or missing accessories. If that is the case please contact us within 7 days of receiving the order and include photos of the item, the shipping box and the shipping label, we will need it to assess damages. Minor paint issues and damages to the box will not qualify for a replacement.

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My Order Was Sent Back To You, Can I Have It Reshipped?

- All shipments returned to us by the courier will be processed as a return. These reasons include the shipment being refused, getting back as undeliverable to address issues, etc.

- We will contact you to process a reshipment but you will need to pay for the reshipment costs.

- International shipments that are returned to us will qualify for a reshipment of the item minus the shipping cost. If customs disposes the shipment we will not be able to issue a replacement.

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Item(s) In My Order Arrived Damaged, Can I Get A Replacement Or Refund?

- We're sorry that your item(s) arrived damaged. We'll need to assess the damage to your order before providing a replacement.

- Please fill out the contact form and provide your order number, photos of the damaged item, the box it was shipped in and the included packing list.

- *Minor paint issues and minor damage to the packaging will not qualify for a replacement or refund.

- **We are not able to process any returns for orders that have been sent to a freight forwarder

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What Shipping Methods Do You Offer?

- All orders are shipped through via courier. There may be additional customs charges made to international orders before delivery. We are unable to reimburse these charges. All shipping methods will include tracking numbers.

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Can I Add On Additional Items To My Order?

- We are not able to add items to orders. You'll need to place a new order for the additional items you'd like to purchase.

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I Accidentally Purchased The Wrong Item, Can I Exchange It?

- We do not exchange item's. You are responsible for making sure your order is correct at time of purchase.

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My Order Hasn't Shipped, When Is It Going Out?

- Please note that all our products are made-to-order, sold in advance, as pre-orders, and will only be available when production is complete and the product is ready to be shipped. We will update you at every stage of production but do not expect your order to be fulfilled until the expected delivery date at the bottom of the product details page.

- Once we have product available orders ship out within 5-10 business days. If your order contains a new release, please allow a few more days for your order to ship as new releases usually caused by high demand.

- If you have not received a shipment notification after one week please contact us and we'll be able to assist you.

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My Order Hasn't Shipped, Can I Cancel My Order?

- We are unable to cancel orders as we begin to process orders as soon as we receive them.

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Can I Leave Special Delivery Instructions For My Order?

- We are unable to pass delivery instructions to the courier. We suggest creating an account with the courier and leaving special delivery instructions through their website.

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How Can I Track My Order?

- Once your order has shipped you will receive a shipping confirmation email that will include your tracking information.

- If more than one week has passed since your order has shipped and you have not received a shipment email, please contact us.

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My Order Was Sent Back To You, Can I Have It Reshipped?

- All shipments returned to us by the courier will be processed as a return. These reasons include the shipment being refused, getting back as undeliverable to address issues, etc.

- We will contact you to process a reshipment but you will need to pay for the reshipment costs.

- International shipments that are returned to us will qualify for a reshipment of the item. If customs disposes the shipment we will not be able offer a reshipment.

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Will I Be Charged Any Fees For My International Shipment?

- We do not charge any fees besides the shipping and handling cost. There may be a customs charge made when the item arrives at the destination country. Please double check with your country's customs regulations if you are concerned about any fees being charged to your order.

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I Got Charged Import Duties/Taxes On My Order, Can I Have This Reimbursed?

- We are not responsible for any import duties or taxes charged on orders after they have shipped. These charges are made when your order reaches your country and are not predetermined before we ship. We cannot reimburse these charges. If an item cannot be delivered and is sent back to us, we are only able to issue a reshipment upon successfully receiving the order back.

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Can You Mark My Order As A Gift Or At A Lower Value To Reduce Customs Charges?

- No, we are required by law to declare the true value of our products on all shipping paperwork. If you are worried about receiving a high value customs charge please contact your local customs agency and enquire about custom costs.

Country/region

FAQ

So how does this all work?

- By purchasing our products you understand and accept the following terms:

- You are supporting Spokestorm Toys, an indie toy maker, by backing, and in part, funding the production of a limited run of action figures.

- The entire development and production process may take up to 12 months (excluding delays) before production is complete and product is ready to be shipped out to customers.

- Payment must be made in full (including shipping) and will be charged in advance when you complete the pre-order checkout.

- Invoice will be sent directly after pre-order purchase. All product order updates will be emailed separately during production. Final email will contain tracking number and other shipping information when product is ready to be shipped.

Why are your prices so high?

- Several reasons, some of which we'll attempt to break down for you here.

- The big one is that we're producing an extremely limited amount of product. The market simply is not there for an indie toy maker to crank out 10,000 or 100,000 units like the big boys did 30 years ago.

- We won't go into the numbers, but we're much, much lower than the 1000's most indie toy makers produce. That means paying more for low volume all without sacrificing quality.

- Then we have the materials, and again, paying more for a higher quality. For plastic we've tried to match what they used in the 80's and 90's. That has been very challenging as just about every part of the production process has gone through a massive change.

- On the paint side of things, both the amount of paint per unit and/or the number of paint applications all add to the cost of the production process.

- Lastly, getting the overall look and feel of the end product right is very important to us. Not kinda, sorta right. Exactly right. The journey of getting to that point takes a lot of back and forth, which means more time and more cost.

What is a Pre-Order?

- When you place a pre-order, you pay for a product in advance (including shipping). A limited quantity is then made-to-order and usually produced within 12 months and delivered when production is complete.

Do you combine shipping?

When Will I Be Charged For My Pre-Order?

- Pre-order payments are charged immediately when the order is placed.

What Payment Methods Do You Accept?

- We accept most major credit cards, Shop Pay, Google Pay and PayPal. If you have any requests for different payment methods please let us know and we'll look into it!

Can I Add On Additional Items To My Order?

- We are not able to add items to pre-orders. You would need to place a new order for the additional items you'd like to purchase.

Am I Allowed To Ship To A Freight Forwarder?

Can I Cancel My Pre-Order?

- You may cancel your pre-order within 7 days for a full refund. No refunds will be given after 7 days of the original order date. This is to ensure production is not jeopardised.

- If you have an issue regarding your pre-order please contact us and we'll be able to assist you.

Help! I Can't Log In To My Account To See My Pre-Orders!

- If you are having trouble logging in to your account please make sure you are logging in with the correct details. If you are still having problems logging in please contact us for further assistance

How can I track my order?

Pre-Orders Have Begun Shipping, Where Is My Tracking Information?

- Our pre-orders are shipped out once a week and it may take several weeks for all pre-orders to be shipped out.

- If it has been over 3 weeks since pre-orders have begun shipping and you have not received a shipment email, please contact us and we'll be able to assist you.

What Is your Return Policy Regarding Pre-Orders?

My Order Was Sent Back To You, Can I Have It Reshipped?

- All shipments returned to us by the courier will be processed as a return. These reasons include the shipment being refused, getting back as undeliverable to address issues, etc.

- We will contact you to process a reshipment but you will need to pay for the reshipment costs.

- International shipments that are returned to us will qualify for a reshipment of the item minus the shipping cost. If customs disposes the shipment we will not be able to issue a replacement.

Item(s) In My Order Arrived Damaged, Can I Get A Replacement Or Refund?

- We're sorry that your item(s) arrived damaged. We'll need to assess the damage to your order before providing a replacement.

- Please fill out the contact form and provide your order number, photos of the damaged item, the box it was shipped in and the included packing list.

- *Minor paint issues and minor damage to the packaging will not qualify for a replacement or refund.

- **We are not able to process any returns for orders that have been sent to a freight forwarder

What Shipping Methods Do You Offer?

- All orders are shipped through via courier. There may be additional customs charges made to international orders before delivery. We are unable to reimburse these charges. All shipping methods will include tracking numbers.

Can I Add On Additional Items To My Order?

- We are not able to add items to orders. You'll need to place a new order for the additional items you'd like to purchase.

I Accidentally Purchased The Wrong Item, Can I Exchange It?

- We do not exchange item's. You are responsible for making sure your order is correct at time of purchase.

My Order Hasn't Shipped, When Is It Going Out?

- Once we have product available orders ship out within 5-10 business days. If your order contains a new release, please allow a few more days for your order to ship as new releases usually caused by high demand.

- If you have not received a shipment notification after one week please contact us and we'll be able to assist you.

My Order Hasn't Shipped, Can I Cancel My Order?

- We are unable to cancel orders as we begin to process orders as soon as we receive them.

Can I Leave Special Delivery Instructions For My Order?

- We are unable to pass delivery instructions to the courier. We suggest creating an account with the courier and leaving special delivery instructions through their website.

How Can I Track My Order?

- Once your order has shipped you will receive a shipping confirmation email that will include your tracking information.

- If more than one week has passed since your order has shipped and you have not received a shipment email, please contact us.

My Order Was Sent Back To You, Can I Have It Reshipped?

- All shipments returned to us by the courier will be processed as a return. These reasons include the shipment being refused, getting back as undeliverable to address issues, etc.

- We will contact you to process a reshipment but you will need to pay for the reshipment costs.

- International shipments that are returned to us will qualify for a reshipment of the item. If customs disposes the shipment we will not be able offer a reshipment.

Will I Be Charged Any Fees For My International Shipment?

- We do not charge any fees besides the shipping and handling cost. There may be a customs charge made when the item arrives at the destination country. Please double check with your country's customs regulations if you are concerned about any fees being charged to your order.

I Got Charged Import Duties/Taxes On My Order, Can I Have This Reimbursed?

Can You Mark My Order As A Gift Or At A Lower Value To Reduce Customs Charges?

- No, we are required by law to declare the true value of our products on all shipping paperwork. If you are worried about receiving a high value customs charge please contact your local customs agency and enquire about custom costs.