FAQs

**PLEASE NOTE: PAYMENT PLAN PRODUCTS WILL NOT SHIP UNTIL THE PRODUCT IS PAID IN FULL AND IS IN STOCK AT OUR WAREHOUSE.**

GENERAL

What’s the best method to find out about your limited or exclusive releases and new product drops?

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CONTACT

How do I contact Paradise Collectibles Group?

You may contact us here  and we will get back to you as soon as we can.

If you urgently need to reach us, please call us at 717-900-5885 and if we are unable to pickup, leave us a voicemail with a brief explanation of the issue and we’ll call you back ASAP. (Note: This is a U.S. domestic line and toll rates may apply if you are calling from outside of the United States).

Do you offer products at wholesale or offer bulk order discounts?

Yes! Please contact us at: sales@paradisecollect.com for a wholesale application. Once your application is completed and approved, you will be contacted by a B2B specialist. We also offer bulk order discounts under certain restrictions. Please contact us for details.

ORDERS AND SHIPPING

I just placed an order, when does it ship?

Most orders ship within 24-48 hours of the order date M-F, 9AM-5PM, EST. Please note if your order contains a pre-order item, it will not ship until the product comes in stock. If this is the case, please refer to the release date notes on the specific product page for the item/s you pre-ordered.

When will I get my order?

If the item/s in your order are in stock for domestic orders, you should receive your order within 1-7 business days.

If the item/s in your order are in stock for international orders, you should receive your order within 2-25 business days, international customs clearance and possible VAT processing time allowing. Please refer to our Terms & Conditions for more information about international orders.

If any item/s in your order are pre-order products, you will receive them close to the date they come in stock with the adjusted shipping times as noted above. Please feel free to review our pre-order policies here.

How will I know when my order has shipped?

You will receive a shipping confirmation email with tracking information as soon as we ship your order.

How do I track my order?

You can track your order by logging into your account here, and then go to the order details page and selecting the shipping notification, then reference the tracking number provided.

If your order is being shipped via Ground or Home Delivery (Standard Shipping), you can also track and modify or custom the shipping process* (*when available) at: https://www.fedex.com/apps/fedextrack/?action=track

If your order is being shipped via USPS/Expedited Shipping, or EMS, you can also track it here: https://tools.usps.com/go/TrackConfirmAction?tLabels=

If your order is being shipped via UPS, you can also track your order here: https://www.ups.com/WebTracking/track?loc=en_us

Last, if you are unable to track the order or find a tracking number or tracking ID, please contact us and we will be glad to assist you.

Do you ship internationally?

Yes, we do! Please note however that international shipments may take a little bit longer to arrive. Import duty and all taxes/VAT charges are not included in the shipping price we charged you and you may be subject to pay these charges once the order reaches your country’s customs office or mail service provider. We do not control or collect VAT fees and cannot predict what they will be.

International customers please note:

International shipments may be assessed VAT, duty fees, or customs charges. We do not charge or collect these fees and thus cannot answer specific questions about them.

Refusing to pay these taxes/fees assessed will result in the package being returned to us. In that case the purchaser (buyer) will be responsible for all shipping charges, both ways. Import duties, taxes, and customs fees are not included in the item purchase price or shipping charges. These charges are normally collected by the freight carrier at the time of delivery and are the sole responsibility of the purchaser (buyer) and are not to be confused with additional shipping charges/fees related to international shipping.

Please not that individual customs officers can reclassify these categories before clearance, causing changes in the rates charged/assessed. We cannot control this. Any disputes on these charges must be made with your local customs office directly.

We will not declare a product ordered at below the purchase price, or as a “gift.” This practice is a violation of both United States and international regulations. Requests to do so will be ignored.

Do you combine shipping?

Yes, we do! Our nifty shipping calculators do the work for us, so when you are checking out, your shipping (if able to be combined) will be automatically combined. In the rare case that you believe you were not charged for combined shipping or there was an error in the shipping charges, please contact us here (link them).

You can track your order by logging into your account here (link them to login page), and then go to the order details page and selecting the shipping notification, then reference the tracking number provided.

If your order is being shipped via Ground or Home Delivery (Standard Shipping), you can also track and modify or custom the shipping process* (*when available) at: https://www.fedex.com/apps/fedextrack/?action=track

If your order is being shipped via USPS/Expedited Shipping, or EMS, you can also track it here: https://tools.usps.com/go/TrackConfirmAction?tLabels=

If your order is being shipped via UPS, you can also track your order here: https://www.ups.com/WebTracking/track?loc=en_us

Last, if you are unable to track the order or find a tracking number or tracking ID, please contact us and we will be glad to assist you.

How do I add items to an existing order?

Yes, we do! Our nifty shipping calculators do the work for us, so when you are checking out, your shipping (if able to be combined) will be automatically combined. In the rare case that you believe you were not charged for combined shipping or there was an error in the shipping charges, please contact us here.

If your order has not yet shipped or you wish to add a pre-order item, please contact our customer service at cs@paradisecollect.com and we will gladly assist you if we can. We also offer custom Stripe and PayPal invoices for order modifications. This is often easier than building a special product page for you.

PRE-ORDERS & PAYMENT PLANS

I pre-ordered an item, now what?

Congrats, your journey has begun! Since this is a Pre-Order, the item will not ship until it comes in stock. Please refer to the product page for the ETA and details. We always do our best to give a refined date, but usually because of the nature of the industry and quality assurance, the best we can deliver is an estimated quarterly window. Rest assured though, when the item comes in stock, we will ship it out to you immediately. We will also send out email updates on the status of the product and any potential manufacturing delays.

What is your Pre-Order policy?

Pre-Orders are fulfilled on a first come, first served basis (with a few rare exceptions). This means that those who placed an order early in the pre-order process will be some of the first people who receive their orders once the item comes in stock. We strive to ship items as quickly as possible, so rest assured that you will not have to wait too long after the item comes in stock (no matter what spot in the pre-order queue you are in) for the order to ship.

I selected a payment plan, how will I be charged?

Payment Plans are a form of Recurring billing, which terminate when the last payment of the plan is made. I.E. You select a 3-month plan for a $150 item at checkout. Your plan initiates the first payment on the day you made the purchase. Each of the other two monthly payments will occur automatically on the same day of each occurring month, unless you have a customized plan or have contacted us for a lay-away order.

Why place a Pre-Order?

Pre-Ordering an item is a great way to ensure that you will actually be able to order said product before it sells out or is discontinued by the manufacturer. This is especially important with the lower edition numbered releases and any exclusive product we offer in our catalog. Also, with our payment plan options, you can pre-order an item and pay it off just in time as the item comes in stock so it will ship on your last payment.

The pre-order process is an essential stable in the industry now as manufacturers and retailers adjust to changes in the marketplace. Collectors do not like to be left out, so pre-ordering is sometimes the only way you are able to secure a product before it is sold out!

PRE-ORDERS & CANCELLATIONS

What is your order cancellation policy?

If you placed a pre-order, you can request to cancel it by contacting our customer service. All payments will be refunded except for a non-refundable portion to cover the cancellation and processing fees. For orders under $1,000.00, the non-refundable portion is 10% of the full retail price of each item. For orders over $1,000.00 & Special Orders, we may access up to 20% of the total order price depending on the circumstances.

We offer a better solution as well that involves store credit:

When an order is cancelled, the non-refundable portion of your order may be applied to another order or pre-order with us, or can be used in the future as store credit by contacting our customer service.

Why was my order cancelled?

Most likely your payment was never successfully completed or there was an issue with your order and you did not respond to our repeated attempts to contact you about this. In rare events, one of a kind items may also be congruently listed at public auction and can sell very quickly before our team has a chance to pull the products from our catalog. Last, an item may be cancelled or discontinued by the manufacturer without prior notice and thus, we cannot fulfill the order.

What is your return policy?
We offer a 30 Day Return/Refund/Exchange Policy

Any product purchased directly from Paradise Collectibles Group LLC comes with a 30-day return/refund/exchange window from the original date that the order was delivered.

In order for us to assist you properly, please call or email us before you attempt to return or send an item back as we must first be made aware of the situation so we are able to assist you in the best way possible. We usually require an RMA (Return Merchandise Authorization) or pictures of any possible damage upon arrival so that we may assist you in the claims/return process. If you do not hear from us in 2-4 business days, please contact us again as your first message may not have reached us.

When processing a return or exchange, the following guidelines must be followed

  • The item/s must be returned in the same condition that they arrived to you in.
  • It should include all original figures, accessories, bases, etc. & original packaging: outer shipment box, including all shipping cartons, if this is how it was sent to you.
  • Returned items that arrive with excessive damage due to improper packing may be subject to damage product fee of up to 40% of the product price or non-acceptance of the return if you did not follow the instructions above.

 

Due to the limited release nature of certain products, we cannot guarantee that the item(s) can be replaced. We will replace items damaged in the shipping process if available. If you are exchanging a numbered edition item, please understand that you will not be able to get the same edition number.

We cover or provide for the return shipping only when the return/exchange is a result of our error such as a defect, damages, or an error in filling your order (such as sending the incorrect item to you). If the purchase is being returned for any other reasons than the previously stated, the buyer will be responsible for all return shipping charges, including those to return the item(s) to us. The refund will be for the purchase price minus any applicable shipping charges.

We also offer Product & Satisfaction Guarantee:

If you are unhappy with your order or experience for any reason, please contact us immediately and we will work with you to remedy the situation to the best of our ability. We are collectors ourselves and hold this business to the same degree and high expectations as you do!