Customer Support

Customer Service E-Mail: store@mcfarlane.com

PRE-ORDERS:

All PRE-ORDERS are charged in full at the time you place your order to verify payment and to reserve your order. The shopping cart does not allow combined orders of PRE-ORDER and IN-STOCK items. Please place separate orders for IN-STOCK and PRE-ORDER items. If you place a PRE-ORDER for multiple items with different ship dates, your order will ship when all items are in-stock.  Any orders we are unable to fulfill for any reason will be issued a refund.  Pre-orders may be cancelled prior to order processing/ shipping.

ORDER CHANGES:

Products cannot be edited or modified once the order is placed.  If any changes on items are needed the order must be cancelled and a new order placed.

ADDRESS CHANGES: 

You may update your shipping address PRIOR to order fulfillment/ shipping by contacting store@mcfarlane.com.  Please check your shipping address on the order confirmation to ensure it is correct.  We are not responsible for deliveries made to a wrong address or failed delivery to an incomplete address.  You may also update the email address or telephone number account on the account.  Please note that address change requests that come from third parties or an alternate email address may be subject to additional verification.

COUPON CODES, DISCOUNTS, & SPECIAL OFFERS:

Only one (1) Coupon Code can be applied per order. This includes codes for a discount, free shipping, free item, or special promotions.  Some codes are only valid on certain products or have criteria that must be met.  Multiple orders placed separately cannot be combined to meet promotion minimums.  Coupon codes must be applied at checkout for any promotional/free offers.  Coupon codes cannot be changed or substituted for another code after checkout.

There is no exchanges or replacements available for any free items, we cannot guarantee the condition of any promotional items (i.e. free comic offers are not assured mint condition comic), and subject to availability.  Please note that some Codes have specific expiration dates or may be limited to one per customer.  We reserve the right to modify, change, or cancel Codes at any time. Orders in which Codes were applied in error, due to system or human error, are subject to cancellation.

If you forgot to apply your Coupon Code or have problems applying to your order, please contact us at store@mcfarlane.com right away. Coupon codes cannot be added after an order is placed if the order has already shipped or after 24 hours.  Coupon codes cannot be applied to prior orders.  

SHIPPING:

Shipping is available to U.S. and Canada at this time. Our shipping carriers include USPS and FedEx.  IN-STOCK orders typically ship within 24 hours (or next business day). PRE-ORDERS typically ship within 48 hours from when product arrives at the warehouse. Pre-order shipping dates are an estimate based on information available from the factories and are subject to delays.  Shipping to Canada may experience customs delays.

For International shipping a third-party parcel or packaging forwarding service may be used. The service will provide a U.S. Shipping address and you can put your regular billing address to the extent the form will allow. The customer is responsible for any exchange fees and/or service fees.     

P.O. Boxes - FedEx will not ship to PO Boxes.  If you select FedEx during checkout please make sure the "Ship To" address is not a PO Box.  

COVID-19 SHIPPING & PRODUCTION DELAYS:

Factories are experiencing delays with product production, supply chain issues, international cargo shipping, and customs processing.  We are not responsible for any delays and compensation will not be issued. 

WRONG, INCOMPLETE, DAMAGED, OR DEFECTIVE ITEMS:

If there is a problem with your order, it is the customer's responsibility to contact store@mcfarlane.com to report the issue.  Please be specific as to the problem and include your Order Number.  Including pictures is very helpful and strongly recommended.  Once your issue is reviewed by our team, further instructions or options will be provided.  This could include, but not limited to, a partial or full refund, store credit, replacement item(s), or replacement box(es).  If items are to be returned, we will provide a shipping label.

If your order arrives damaged during shipping or if an item is defective, please contact store@mcfarlane.com immediately. We will put in a claim for your package and either issue a refund or a replacement. All claims must be made within 7 days from when the package was delivered. If you contact us after 7 days, we will NOT be able to issue a refund or replacement per carrier policy.  Pictures of the damaged items AND the exterior shipping box will be required. 

There are no product warranties. 

LOST OR STOLEN PACKAGES:

When orders are processing for shipping, an email confirmation with tracking number is emailed to the email address used to place the order.  This information can also be located in your account order history.

If a package is lost, destroyed, stolen, or is never received, you must contact us within 30 days of receiving your Shipping Confirmation email. We are not responsible for carrier delays due to weather, covid, natural disaster, volume delays, or incorrectly delivered packages. Replacements are not guaranteed.  For tracking that shows "Delivered", please contact the carrier to check delivery time and location.  Report stolen packages to the proper authorities. 

HOW TO CANCEL AN ORDER:

If you wish to cancel an order, please contact customer support via email at store@mcfarlane.com. We will submit a cancellation request. A request can take 2-5 business days to process and is not guaranteed, especially during high volume times.  We are not responsible for return shipping costs for orders that can't be cancelled in time.  Once an order is successfully canceled, you will receive an email confirmation of the cancellation and refund of your order.  Refunds will be made to the original payment source and can take 3-5 days to process to your account depending on banking institution.  If the original payment source is no longer valid, a store credit may be issued.  Cash or check refunds are not available.

Customer refused or undeliverable packages are subject to additional carrier fees that will be deducted from the order refund.   

RETURNS:

Please e-mail us at store@mcfarlane.com to request a return of item(s) or the entire order. Return request must be done within 30 days from when you receive your order.  If a free item was included as part of a promotion or coupon code, that must also be returned to get the refund.  Items must be in new condition, not opened and undamaged. Return shipping is the responsibility of the customer and will not be reimbursed or refunded. 

Please send returns to:

McFarlane Toys Store
ATTN: Returns
4216 N Pecos Rd., STE 105
North Las Vegas, NV 89115

Please include your Order Number in the package.

CUSTOMER ACCOUNT ACCESS:

If you are having trouble accessing your customer account, please contact customer service at store@mcfarlane.com.  If orders are missing from your account history, it is likely you checked out as "Guest".  Orders can be added to your account history by provide the order numbers. Multiple accounts can be merged upon request (you must include the email addresses). Use of customer accounts are subject to the site terms and conditions.