Exchanging a Defective Product
A Defective Product is defined as a product that contains a flaw in the way it was manufactured.
This includes broken or missing pieces out of the box, wobbly bases, immovable or broken joints, etc.
A product with an imperfect box condition or minor paint imperfections is NOT considered to be defective.
If you find the product to be defective, please contact the relevant manufacturer directly to initiate the exchange process:
We are a GSC partner, so if you purchased a GoodSmileCompany product (ex: Nendoroid, Figma, Moderoid etc.) we can offer you support via the GoodSmileCompany directly.
The GoodSmileCompany will be handling all issues concerning defective products.
Please use the following link to access the GoodSmileCompany product return/exchange process:
Bluefin-Distributed Products (BANDAI):
For issues with defective model kits (such as missing parts/runners, etc.) or defective pre-assembled figures containing a Bluefin Distribution sticker please contact our supplier directly. In most cases, Bluefin will be able to assist you with product support regarding defects or missing runners/pieces.
Please use the following link to access the Bluefin Distribution claims process:
They can also be contacted at this email address: email@example.com
Please let them know you purchased the item from us. If you have any issues at all with this process, please feel free to contact us.
For all other products:
If the defective product is neither a GoodSmileCompany nor a Bluefin distributed product, or if you are not getting the assistance you need from the GoodSmileCompany or Bluefin, we are always here to help!
Please Submit A Request with your order number and images of the defects, so that we can assist you further.
Eligible returns or exchanges for defective items must follow this criteria:
- The defects must be reported to us within 10 calendar days after the delivery date of the item.
- Photo evidence of the defects must be provided so that we can confirm the defects.
- The defective item must be in the original packaging.
- The defective item needs to have the receipt or proof of purchase (Order number).
- The defect must not be tampered with (i.e. no glue or other substance has been applied to the defect(s) in attempt to fix the product)
To better assist you in this process, please keep all external packaging (shipping box) including packing material until the return or exchange process in completed. A domestic return label will be provided for the exchange process.
For claims purposes, please do not attempt to fix the product with glue or any other substance. By using glue or any other substance, please be advised that you forfeit your ability to return/exchange the defective product back to us. We will need the item to be returned in the same condition you received it in.
Unfortunately, exchanges are not always possible and will be up to the discretion of the LTS Returns and Exchanges team. If we are unable to provide an exchange for your defective product, we can instead accept a return for a refund. All defective items must be returned to be eligible for a full refund. We cannot offer partial refunds.
International Returns for Defective Items:
All claims for orders shipped internationally are handled on a case by case basis, depending on your selected shipping method and country, and in conjunction with our ability to open any claims with the supplier and/or carrier.
If the defective or damaged item is to be returned, original shipping costs are non-refundable and any return expenses will be the customer's responsibility. However, we may be able to file a claim on your behalf for credit.
In addition, if a refund is applicable to your return, a $5 fee will be applied to the total refund if more than 90 days have passed from the original transaction date. This is due to transaction limitations which will require us to submit refund back to you manually via PayPal. We apologize for any inconvenience.
*****Please note that if you selected USPS First Class International Mail for your package, any loss or damage that occurs is not able to be covered, no exceptions. Although we offer this shipping method, as it tends to provide our international customers with the most economic shipping rate, we do not recommend this service.
To continue with opening a claim, please Submit A Request with your order number and images of the damages/defects, so that we can assist you further.