POLICIES
Shipping Policy
KitBash HQ ships Monday - Friday. All orders are shipped within 1-3 business days after your order is confirmed. You will receive an e-mail with tracking information once your order has been shipped. We are based in New York, United States.
We currently ship to addresses within the continental U.S only. Please do not hesitate to contact us if your country is ineligible for shipping.
Undeliverable Packages
Occasionally packages are returned to us as undeliverable. There are many reasons that a package may be returned to us as undeliverable.
- Item is too big for a P.O. Box. Some items are too big to ship to a P.O. Box and must be shipped to a street address.
- Incorrect Address/Address Format/Missing Information. We always ship packages to the exact shipping address provided by you. The package is typically returned to us by the carrier or the unintended recipient if the address is incorrect, has typos, is missing information (such as an apartment number or ZIP code), or is outdated (such as a previous residence).
- Failed Delivery Attempts. Most carriers make three (3) attempts to deliver a package. After three attempts, the package may remain available for pickup up to a week. After this period, it will be returned to us.
Packages that are returned to us as undeliverable are subject to a 25% restocking fee. You may request to have the package shipped again to you. Standard shipping costs will apply to all requests for re-shipment.
Lost, Stolen, or Delayed Orders
Please contact your local post office or shipping carrier and provide them the tracking number from the shipping confirmation email. Unfortunately, we do not have any more additional information once your order has shipped. KitBash HQ is not responsible for stolen packages or any lost items that cannot have the insurance claimed (tracking labels that read "Delivered"). We are also not responsible for errors made by the local post office or shipping carrier. We apologize if your package is delayed past its "estimated arrival date" but delays are out of our control. Please contact your local post office or shipping carrier for the latest updates.
Refund/Return Policy
Note that every product on this site is an action figure part or accessory. By ordering from this website, you fully understand that you are not ordering a full size working product, but a reduced scale model replica. Understand that with all products offered, a sample is shown on the product page and the actual product received may be slightly different (Paint applications, weathering, etc)
Only items that are unopened/sealed are subject to returns. Please contact us prior to returning any items. Customers have up to three (3) days upon receiving order to request a return. In the event that the item is unopened/sealed, a 25% restocking fee will be deducted from the refund. Customers will be responsible for return shipping cost. Items must be returned in the same condition as it was received. All figures, accessories, bases, original packaging, and outer shipping cartons will need to be returned. After receiving a return and inspecting the condition, we will process the refund. Refunds will be issued to the original payment method less the 25% restocking fee.
Cancellation Fees
All orders are shipped within 1-3 business days after your order is confirmed. Please contact us as soon as possible if you would like to cancel an order. The cancellation fee will be 25% per item.
Credit card companies submitting a dispute, or charge back, to KitBash HQ for any cancellation fees, or back charged customs duties will be given a copy of the terms and conditions of those specific agreements, as well as documentation of our checkout process illustrating your acceptance of the terms, via the customer required action of selecting a check box. The information that will be provided illustrates a contract that you created with KitBash HQ upon checkout. Please keep in mind that any accounts with pending charge backs will be temporarily disabled, to avoid further billing and shipping issues, while all concerns are resolved. Multiple chargebacks may result in account closure.