GENERAL / ORDER
- Are the items authentic?
Yes, all our items are 100% authentic from the manufacturers stated on the product page. We are an authorized dealer of figures, statues, and collectibles. We do not sell bootlegs, counterfeits, or fake replicas of any kind . - Are the products new?
Yes, all our products are new and sealed in boxes. - Where are you located?
We are located in Rancho Cucamonga, California - Do I have to sign up for an account to order?
No, you can order anonymously. Select the item/s you want to purchase and click the add to cart button. Go to your cart and proceed to check out then fill out the shipping and/or, billing details on the checkout page and click on Place Order. - What are the benefits of having an account?
By creating an account with us, you can be updated on our latest deals, promotions, sales, and discounts. Also, your shipping information will be saved and you don’t need to fill out the form every time you check out. - How will I know that my order is placed successfully?
A confirmation email will be sent to you once your order is successfully placed. It will contain details about your order and the shipment. - Can I cancel my order?
If the order has not been dispatched yet, the customer is still allowed to cancel. But once the item has been shipped out, cancellations will no longer be entertained. - How do I pre-order?
Pre-order products can be reserved prior to their release by the manufacturer to guarantee that customers receive the products once they are released. After selecting the item/s you want to pre-order, you need to pay a reservation fee of $100. Once the item is ready for shipment, you will be required to pay the remaining balance. Please note that the reservation fee is non-refundable. - What if I receive the wrong/incorrect item?
At Hexapus, we exert the utmost effort to ensure that the products we ship out are correct. If something is wrong, you have our word that we will correct it and ensure you are satisfied. Contact us right away by email at csr01@hexapusshop.com . - What is your return policy?
a. The 7-day return policy applies ONLY for wrong items, defective, and/or damaged products. We do not issue refunds or credits for any returned items. It will be replaced with the same item you ordered .
b. Products can only be returned if they have a significant manufacturing defect (ie, the product is broken or missing parts). It will be exchanged for the same non-damaged item.
c. We will ONLY accept defective returns for items that are received in their original packaging with all the accessories, plastic packaging, and anything else that came with the item included.
d. To return a product, the customer must contact one of our support members and provide us with an invoice number. Then, they need to obtain an RMA number or a prepaid shipping label from us so we can properly track the shipment of the returned item.
e. It is the customer’s responsibility to pay for shipping costs when returning an item back to us. If the return is due to our error, we will cover the shipping fees to send the replacement, but if not, the entire shipping cost will be paid for by the customer. - How can I get in contact with you?
For concerns and inquiries, contact our customer service via email at csr01@hexapusshop.com
PAYMENT
- What payment methods do you accept?
We accept Paypal and all major cards for payment. - Are my payments secure?
Yes, your payments are secure with us. At Hexapus, we understand customers’ fears of online fraud and credit card scams. Our payment methods are 100% secure – we use PayPal’s secure payment gateway and support all major credit card companies through PayPal. It ensures our customers get their consumer protection and our business is validated.
SHIPPING
- How much does shipping cost?
Shipping will be free for any orders $50 and above except for Hawaii and Alaska. Any orders below $50 will have a shipping charge of $5. For Hawaii, Alaska, and locations outside the US, please contact our customer support to find out our shipping rates. - Where do you ship from?
The figures will be shipped from our warehouse in California while the statues will be shipped directly from the manufacturer in China. - Do you combine shipping?
Please contact customer support if you want your orders to be packed in one shipment. Without such, we will pack your orders separately. - What courier/s do you use to ship packages?
We use all available couriers- UPS, USPS, and FedEx. - How long does shipping take?
For the figures that will be shipped from our warehouse, it would normally take 7 days, but it depends on the courier used. The statues shipped directly from the licensed studio in China would normally take 30 days. - How can I track the status of my order?
We will send you an email with your tracking number and the carrier used on your shipment. We recommend that you check directly with the courier’s website as it will have the most up-to-date tracking information. - Why is my package delayed?
There are many possible reasons for the delay. Unfortunately, we have no control over the delivery of parcels. You can use the tracking number provided to track your shipment on the courier’s website. - Do you deliver to PO boxes?
No. We only deliver to a physical address.
