Before Contacting The Helpdesk, Please Browse Our Frequently Asked Questions
Clothing Item Information
Figures And Collectibles Information
180 Day Pre-Order Policy
Using Coupons
Collector Condition/Regular Condition Figures
Damaged Box Sale
Cancellations/Modifying Purchases/Returns/Refunds
Mystery Boxes/Mystery Shirts/Subscriptions
Disputes/Chargebacks
Damaged/Missing/Incorrect Items
Missing Shipments Shown As Delivered
Items Returned To Us/Incorrect Addresses
Why Are You Not Answering My Emails?
Anything Else?
Made To Order Item Information
All Clothing Items And Drinkware Items are considered "Made To Order" items as they are directly printed for your purchase - and put into production once your purchase is placed. As these items are printed at different times, different origin print shops (within the US) and have different license requirements for production - exact ship times will vary and exact delivery dates are not guaranteed at any point.As these items are made directly for your purchase, they will take at least 14-24 business days (business days do not include weekends or holidays) before they are able to ship. Most designs will ship within this time frame, but exact ship dates will vary per design and origin print shop.
Once these items are purchased, these items are not able to be exchanged, cancelled or otherwise modified as they are directly shipped or dropshipped from multiple locations (within the US) and directly for your purchase. All Sales Are Final. Discounts, refunds, or cancellations are not available if there are any delays to any items - at any time, for any reason - within 60 days from purchase.
Please visit size charts listed per shirt for further information regarding shirt sizing as all blanks will vary per license, design and origin print shop (within the US). All clothing designs are subject to change and slight color shifts may apply depdnding on the color settings on your device. These designs may also include small distressed patterns to help prevent the design from cracking. These are not print errors and are not able to be replaced or exchanged due to slight color shifts, or distress patterns within the design.
If you have any concerns about missing/shipped/damaged items/etc, Please visit:
Cancellations/Returns/Refunds
Damaged/Missing Items
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Figures And Collectibles Information
All Figures Are Shipped In Their Original Packaging And All Figure Shipments Are Securely Bubblewrapped Prior To Shipping.Figures that are In-Stock figures (not listed as ARRIVING SOON within the title or variant of the product) usually ship within 3-5 business days (business days do not include weekends or holidays). Exact ship times will vary and exact delivery dates are not guaranteed at any point.
Figures listed as ARRIVING SOON (within the title or variant of the product) are currently listed as to be arriving soon and will be able to ship once they arrive. All arrival/restock dates are subject to change - at any time - for any reason.
Once these items are purchased, these items are not able to be exchanged, cancelled or otherwise modified as they are directly shipped or dropshipped from multiple locations (within the US) and directly for your purchase. All Sales Are Final. Discounts, refunds, or cancellations are not available if there are any delays to any items - at any time, for any reason - within 60 days from purchase.
All figures are considered as "Regular Condition" and unless options are otherwise available, and purchased as "Collector Condition".
If there is an issue with a purchase you have received, Please Visit Our Damaged/Missing Items section for further information.
Free/Bonus promotional items are only available while supplies last and as listed per promotion.
If you have any concerns about missing/shipped/damaged items/etc, Please visit:
Cancellations/Returns/Refunds
Damaged/Missing Items
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Using Coupons
If you are using a discount coupon please note the following:Back To The Top
Regular Condition Vs Collector Condition POP Figures
If you looking for the best POP box condition - we now offer Collector Condition POPs!A Collector Condition POP is hand picked - hand inspected and then placed in a POP Protector case for better shipping protection!
These items are also insured up to $50 so if there are any dents or dings along the shipping route the USPS will be able to refund it for you!
Regular collection POP figures are also inspected for major dents and dings prior to shipping - but may still contain packaging flaws.
CHASE POP figures are also inspected from major dents and dings - but due to their very limited nature - may still contain packaging flaws unless purchased as a Collector Condition CHASE figure.
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180 Day Pre-Order Policy (Obsolete As of Oct 01, 2023)
This section has been updated for all purchases as of Oct 01, 2023.
For previous purchases prior to Oct 1, 2023 - please revisit previous updates sent to you (be sure to check your spam/filtered folders as well) for further information.
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Damaged Box Sale Items:
These are damaged box items. Due to the already discounted nature of these items - these items are not able to be used in connection with any other free/bonus item or free shipping promotion. Any customer using any discount will have that discount subtracted from their final purchase with refunds to the direct purchase.The figures within these damaged boxes are without issue - however the boxes will have minor to major wear - within their packaging.
All damaged box items contain stickers on the outside (and sometimes inside) of the box noting that these boxes are damaged box items. These markings will make the packaging virtually non-displayable. These Damaged Box items are not intended for display within their original damaged packaging.
These items are for sale to remove the figures from the packaging. There are no mint or collector packaging options available for figures denoted with damaged box within the title of the product. We are not able to offer requests for less damaged or partial damaged boxes - they are shipped as is. These items are damaged box items - on sale - due to their packaging flaws.
The figures within the packaging are inspected for flaws before shipping - there are no flaws with the figures within these damaged box packages.
These items are sold as is - and are not able to be returned - replaced - or refunded - for any reason.
Why Do The Damaged Box Items Contain Stickers?
All damaged box items contain markers - stickers - and/or both noting that these boxes are damaged box items.We sticker/label these items because:
- Customers have purchased these discounted items for the purpose of reselling them.
- As these items are advertised as DAMAGED ITEMS, we are required to include labeling noting that they are damaged items, directly on the item, prior to shipping.
- To avoid any confusion via Email or Social Media that damaged items were directly purchased by the customer.
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Cancellations/Modifying Purchases/Refunds:
Once your items are purchased, these items are not able to be exchanged, cancelled or otherwise modified as they are directly printed, shipped or dropshipped from multiple locations (within the US) and directly for your purchase. Discounts, refunds, or cancellations are not available if there are any delays to any items - at any time, for any reason - within 60 days from purchase.Once a purchase is placed, we are not able to:
add coupons or discounts
change clothing sizes
add or remove items
make any other purchase/product modifications
Address Changes May still be possible - but are also not guaranteed.
Even in the case of "accidental" purchasing or selecting the incorrect item, size, variant, etc. - items are not able to be changed or cancelled as they are already in production or reserved directly for your purchase.
If you receive an "incorrect" item, and the "incorrect" item IS INCLUDED within your original purchase receipt, we are unable to offer any refunds or replacements as we fulfill your purchase as listed at the time of purchase.
If you received an incorrect item that IS NOT INCLUDED within your receipt, please visit the Missing/Incorrect Items section for more information.
Any item sold as a DAMAGED BOX/DISPLAY ITEM (as listed in your receipt) are not able to be returned/exchanged/refunded as they are sold as is, as listed within the product title and description prior to purchase.
RETURNS:
As we are not currently accepting any returns, items are not able to be returned to us. Any forced returns to us will incur a 40% restock fee prior to refund if a refund is available. Any item forcefully returned this is damaged, open, worn or otherwise considered "not in sealed/new condition" is not available for a refund. Items listed as Damaged Box/Display Items are not available for refunds as they are sold as is. Mystery Shirts/Mystery Boxes are not able to be refunded any amount, for any reason, at any time. If you no longer would like to receive these mystery items please contact us for further information as we require an actual email cancellation, and verification, as per your original purchase terms and conditions
REFUNDS (For Purchases AFTER Oct 01 2023)
Once your items are purchased, these items are not able to be exchanged, cancelled or otherwise modified as they are directly printed, shipped or dropshipped from multiple locations (within the US) and directly for your purchase. Discounts, refunds, or cancellations are not available if there are any delays to any items - at any time, for any reason - within 60 days from purchase.
If items are still open past 60 days from purchase, and not within immediate arrival to ship, these remaining items will then be in line for a direct refund for any items not able to be shipped. Shipping will only be able to be refunded if no items are shipped. Partial shipping costs are not able to be refunded if any items within this shipment were previously shipped to you. Refunds are processed in the order they are purchased. Exact refund dates will vary and processing times are not guaranteed at any point. Please Note: Posting to third party regarding faster refund processing will not speed up, and may further delay the refund process due to chargeback issues.
REFUNDS/MERCH VOUCHERS (For Purchases PRIOR to Oct 01 2023)
Purchases prior to Oct 1, 2023 - please revisit previous updates sent to you (be sure to check your spam/filtered folders as well) for further information. If you would need the emails resent, please contact us for further information.
CHARGEBACKS/DISPUTES:
Once your items are purchased, these items are not able to be exchanged, cancelled or otherwise modified as they are directly printed, shipped or dropshipped from multiple locations (within the US) and directly for your purchase. Discounts, refunds, or cancellations are not available if there are any delays to any items - at any time, for any reason - within 60 days from purchase.
Any customer filing a dispute or chargeback, at any point or for any reason will be disputed with your billing provider. At this point we do not have further access for your funds, and any further questions will be needed to be addressed to your billing provider. We are unable to offer further support via third party sites as well once a customer puts a dispute in motion, until it is finalized by BOTH billing providers. This process may take up to 90 days from when the dispute/chargeback was created by the customer.
Any tracking information and previous refunds will be sent to the customer's billing provider.
Any fees incurred by our billing provider (including chargeback fees) are the responsibility of the customer
Any items already shipped, are not able to be returned to us or refunded by us for any reason. Items listed as Damaged Box/Display Items are not available for refunds as they are sold as is. Mystery Shirts/Mystery Boxes are not able to be refunded any amount, for any reason, at any time. If you no longer would like to receive these mystery items please contact us for further information as we require an actual email cancellation, and verification, as per your original purchase terms and conditions
Chargebacks/Disputes found in our favor will be subtracted the following amounts prior to refund:
We can only refund to the original payment method used at purchase. Any payment method blocked by the customer, or billing provider from receiving payment refunds, will receive a merch voucher for the same amount that would have been directly refunded after the costs and fees listed above. Refunds are processed in the order they are purchased. Exact refund dates will vary and processing times are not guaranteed at any point. Please Note: Posting to third party regarding faster refund processing will not speed up, and may further delay the refund process.
Any customer mentiong a chargeback will immediately halt any further action to all purchases for that customer to await the arrival of the chargeback per customer interaction.
If you have any concerns about missing/damaged items/etc, Please visit:
Damaged Shipments
Missing/Incorrect Items
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Mystery Boxes/Mystery Shirts
We are now offering a discounted Mystery Box purchases or Mystery Box/Mystery Shirt subscription service with Officially Licensed Horror Movie Clothing and Figures every month!
What Do These Boxes Include?
These Boxes Contain Any Combination Of Officially Licensed Clothing Items, Figures, Wallets, Sticker Packs, Masks, Props, Air Fresheners, And More To Equal The Retail Value Listed Of The Box Listed At Purchase.Mystery Shirts And Mystery Box Items Are Picked, Blindboxed, And Shipped At Random.
All Boxes Include Officially Licensed Items And Do Not Contain Duplicate Items Per Box. Duplicate Items May Be Received If You Purchase More Than One Mystery Shirt/Box. Multiple Mystery Shirt/Box Shipments Will Be Shipped All Within In One Shipment.
Mystery Shirts, Mystery Boxes Or The Items Within The Boxes Are Not Able To Be Returned, Exchanged Or Refunded.
Subscription Information
If there is an issue with the production of your Mystery Shirt, we must be notified within 10 physical days of delivery and we will replace it for the exact same design and same size if there is a issue with the production of the MADE TO ORDER item. Refunds, or exchanges are not available at any point for Mystery Shirts or Mystery BoxesMystery Shirts are directly printed per purchase and are not able to be cancelled or refunded once they are purchased originally or directly after rebilling. As these items are made directly for your purchase, they will take at least 10-14 business days (business days do not include weekends or holidays) before they are able to ship. Most designs will ship within this timeframe, but exact shipdates will vary depending on the direct license or origin print shop (within the US) per design.
As we inspect all items inserted in Mystery Boxes for major flaws and imperfections, Mystery Box items may still contain slight flaws and imperfections. Mystery Box items are not guaranteed to be in Mint or Collectors Condition.
As the Mystery Boxes are packed in bulk, and also in various steps per item inserted to guarantee there are no duplicate items per single box, any customer claims of receiving a duplicate item within a single box will not be able to be exchanged or refunded - as these boxes are packed in multiple steps to avoid this issue. However when purchasing multiple Mystery Boxes, you may receive duplicate items per multiple boxes.
To cancel your subscription, please contact our helpdesk within 5 physical days (not including weekends or holidays) prior to your next billing cycle. The billing cycle date is the date you receive your email receipts for your subscription renewal date. Subscriptions that do not receive a confirmation email from us will still be active until an email confirmation has been sent confirming it's cancellation.
All new Mystery Shirt and Mystery Box subscriptions start at a 3 month minimum charging cycle due to the discounted nature of these items. Any cancellation requests will be able to be processed after the 3 month minimum per account.
Any items returned to us are at the sole discretion of the customer. Any items returned to us are not able to be cancelled or refunded once the subscriptions are processed. Any third party inquiries, chargebacks, disputes, etc will be sent this information, a copy of this information within the customers receipt and also any correspondence to/from the customer.
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Chargebacks/Disputes
Once your items are purchased, these items are not able to be exchanged, cancelled or otherwise modified as they are directly printed, shipped or dropshipped from multiple locations (within the US) and directly for your purchase. Discounts, refunds, or cancellations are not available if there are any delays to any items - at any time, for any reason - within 60 days from purchase.Any customer filing a dispute or chargeback, at any point or for any reason will be disputed with your billing provider. At this point we do not have further access for your funds, and any further questions will be needed to be addressed to your billing provider. We are unable to offer further support via third party sites as well once a customer puts a dispute in motion, until it is finalized by BOTH billing providers. This process may take up to 90 days from when the dispute/chargeback was created by the customer.
Any tracking information and previous refunds will be sent to the customer's billing provider.
Any fees incurred by our billing provider (including chargeback fees) are the responsibility of the customer
Any items already shipped, are not able to be returned to us or refunded by us for any reason. Items listed as Damaged Box/Display Items are not available for refunds as they are sold as is. Mystery Shirts/Mystery Boxes are not able to be refunded any amount, for any reason, at any time. If you no longer would like to receive these mystery items please contact us for further information as we require an actual email cancellation, and verification, as per your original purchase terms and conditions
Chargebacks/Disputes found in our favor will be subtracted the following amounts prior to refund:
We can only refund to the original payment method used at purchase. Any payment method blocked by the customer, or billing provider from receiving payment refunds, will receive a merch voucher for the same amount that would have been directly refunded after the costs and fees listed above. Refunds are processed in the order they are purchased. Exact refund dates will vary and processing times are not guaranteed at any point. Please Note: Posting to third party regarding faster refund processing will not speed up, and may further delay the refund process.
Any customer mentiong a chargeback will immediately halt any further action to all purchases for that customer to await the arrival of the chargeback per customer interaction.
If you have any concerns about missing/damaged items/etc, Please visit:
Damaged Shipments
Missing/Incorrect Items
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Damaged/Missing Items
Sometimes accidents do happen along the way and items may get bumped and bruised or lost in the mail.As we have noticed social media posts from customers that have received free replacement items, along with the ones they claimed were "missing" or "damaged" in their original shipment, this has lead to stricter replacement policies. This policy will verify that we had either correctly, or incorrectly, packaged your shipment before it was sent off to you.
As we are able to virtually inspect these items - we will require photos of ALL items received within your shipment along with photos of ALL packaging (including paperwork) with your shipment
All notifications must be sent to VIA OUR HELPDESK within 10 physical days of delivery. As items are inspected before they are shipped, we will be able to tell of any product fault within the photos you send for replacements due to production issues.
Any clothing items that have been washed, worn or modified - or - any items that have been taken out of their packaging (this includes, figures, clothing, vinyl, masks, etc) are not available for any replacements, refunds or other compensation at any point
All Soundtracks Ship Via USPS Media Mail - Any further insurance required by the customer must be purchased prior to shipping.
Any item sold as a DAMAGED BOX/DISPLAY ITEM are not able to be returned/exchanged/refunded as they are sold as is, as listed within the product title and description prior to purchase on the website that these items are damaged box items
Any packaging that shows improper opening or wear and tear by the customer are not able to be refunded or replaced due to direct customer damage
If you received an item that matches your receipt, but not what you intended to purchase, please visit the Modifying Purchase section for further details
As most purchases include USPS insured shipping, any replacements or refunds will need to be validated through the USPS directly as we are no longer able to offer replacements or direct refunds for any damaged shipments.
As the USPS has implemented stricter (and in person) inspection requirements for damaged packages, you can start a USPS claim at https://www.usps.com/help/claims.htm) and visit your local post office for their physical inspection and claim process. We are not able to intervene, or work with this claim on your behalf. Also listed prior to purchase, any additional insurance required by the customer outside of the USPS minimums, is the responsibility of the customer prior to shipping.
Any customer refusing to send photo proof of items/delivery or harassing us about this policy, and not abiding to the photo requirement policy, will not receive any further support or return option for their purchase.
Again accidents may happen, but if we are unable to verify that your package was incorrectly packaged before shipping, or that it was damaged along the way, we are unable to offer any replacements or Gift Card credits for your items.
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Missing Shipments Shown As Delivered
Once your shipment is in the hands of the USPS, you will need to contact your local post office with any questions or issues with your shipment as we are not able to make any different arrangements on your behalf.If you receive a notification that your package has been delivered, but you did not receive it - you will need to contact your local post office with that tracking number to find out more information about your package. We are unable to contact them and make any re-delivery options or on your behalf.
Once shipments show as delivered, we are not able to offer any replacements, refunds or gift cards for these items as they show a successful delivery attempt.
If your package shows as delivered and they are unable to help you locate the package, you may be able to start a Claim with the USPS (https://www.usps.com/help/claims.htm) for reimbursement of your package.
If your package is returned to us, for whatever reason, additional shipping purchases are required to reship your items for you. Please visit our Re-Shipping Information at https://horrormerchstore.com/pages/contact-horrormerch-com#FAQsplitship for further information
Out of US customers: If your package is stuck in customs, you will need to contact your customs agency directly as we do not have any direct contact with the customs agents in your country. Any added customs fees, duties, or other fees that your customs agency, post offices, or country include - on top of - what you had already paid is the responsibility of the customer. We do not offer discounts or Gift Card Credits for added customs fees that your country or customs agencies add on to import these items to your country. Also shipments that are sent back to us or abandoned are not able to be refunded.
If you have any concerns about missing/damaged items/etc, Please visit:
Damaged Shipments
Missing/Incorrect Items
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Items Returned/Incorrect Addresses
As we are only able to ship items as listed to the address at the time of purchase, any items returned by the customer or by USPS due to incorrect address information entered at the time of purchase are not able to be cancelled or refunded.If a shipment has been returned, please directly contact our helpdesk for further information and re-shipping options. Additional shipping purchases will be required to re-ship your item to another or updated address.
If you received an incorrect item, please visit the Missing/Incorrect Items section of this FAQ for more direct information.
As we are not currently accepting returns - any shipment that is returned runs the risk of being abandoned at the post office and is not able to be refunded or replaced if the item ends up as abandoned due to sending these items back.
If you have address change concerns once it is already shipped - you will need to contact the USPS, as they would be able to make any kind of delivery changes for you. We are unable to contact the USPS and make any changes or re-delivery options on your behalf.
If you have any concerns about missing/damaged items/etc, Please visit:
Damaged Shipments
Missing/Incorrect Items
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How To Contact Us
Please Contact Our Helpdesk with any questions you may have for us. This includes purchase questions, product questions etc. as this is the only form of contact we can connect to. As we are unable to connect Social Media accounts (i.e. Carpenterfan1234, Jason Voorhees, etc) to any particular account, we are not able to offer any support from social media, any other outlet or third party website. Continually trying to contact us any where but via our helpdesk may also limit access or communication within your account.Please be sure to check your spam/filtered folders for any previous correspondence - including automated information and updates. Even if you received an automated email, further updates will be sent (including tracking info) as they are available for your purchase.
Please note: We will not respond to any inappropriate behavior, trolling, flooding, abuse of our helpdesk, threats of any sort (these may also be reported to local law enforcement), etc. Any correspondence within that realm, may have your account suspended from further support and only further updates will still be sent directly to you, as they are available for your purchase. Any customer creating a chargeback/dispute, please visit Chargebacks/Disputes for further info.
We are not able to respond via Social Media
As we are unable to connect Social Media accounts (i.e. Carpenterfan1234, Jason Voorhees, etc) to any particular account, we are not able to offer any support from social media, any other outlet or third party website. Continually trying to contact us any where but via our helpdesk may also limit access or communication within your account.Please Note: Anyone (customer or not) abusing our social media pages will have their access immediately removed from our Social Media sites. Any third party inquiry regarding this, will be sent the screen caps as well.
Automated Helpdesk
If you have contacted our automated helpdesk please visit the emails sent for further information as we will have further, and tracking updates directly sent to you as they are available.Be sure to also check your direct product's page for Pre-Order release dates or further Made To Order information.
Thank you again for your purchases and continued support since 2005 - and if the information above does not answer your question, we will get back to you as soon as we can! :)