FAQ

How It Works: Accounts and Subscriptions

    • We’re a subscription service, so when you sign up for a box, you are also signing up for a subscription plan. As long as Auto Renew is on, you will be automatically billed each time your subscription is up for renewal (which you can see by looking at the Next Billing Date on your subscription). In order to stop Auto Renewal, simply turn it off before the Next Billing Date. If you want to continue receiving more boxes later on, simply sign up again.
    • Your account has different sections to help you easily access information. Billing information can be updated at any time in your Billing Information section. Subscription-specific information — like shipping address, shirt size, or Auto Renew status – can be edited in your Subscriptions section. Please note that updating a subscription will not affect any orders that already exist in your Recent Orders section, so make sure to make subscription changes before your Next Charge Date.
    • If you subscribe to our flexible Pay As You Go plan, you can skip box themes you don’t want*, but still keep your subscription going. After the box theme is announced, you have until your billing date to skip that month’s box and not have your account charged. Simply go to your Account Page, and under Your Subscriptions click the button ‘Skip This Box’.

      • Note that you cannot skip the first box from your subscription, as it is purchased upon sign-up.
    • “Pioneer” is an elite status that is given only to Disney 12-Month plan subscribers who purchased the very first box from the Disney Treasures subscription program. They receive an exclusive Pioneers-only anniversary gift at the end of 12 months that is different than the standard anniversary gift given to other subscribers. Pioneers receive a digital Disney Treasures Founders badge to show off their status on social media and be eligible for Pioneers-only rewards and contests.

How It Works: Billing and Shipping

    • You can see our cancellation policy here.
    • You can see our replacement policy here.
    • Initial subscription payment is taken in full at the time of checkout. Renewal payments are charged bi-monthly. Renewing orders will be charged based on the next billing date that appears in your subscription.
    • Subscription boxes ship every other month shortly after the box cutoff date. Members Only Products orders ship within two weeks of order, unless otherwise specified. We’ll send you an email with tracking when your order ships, and you can also see tracking information once it’s available within the order in your account.
    • We are only able to ship to the US and Canada, or to APO/FPO addresses.
    • Shipping or Delivery Issues

      Funko shall use good faith efforts to deliver the Boxes to the designated location specified by you at the time of purchase. Title to the boxes passes from Funko to you upon shipment from Funko’s facility. Funko makes every effort to make sure that you know when your box is on its way to you, so that you can take delivery of it in good order. See below for information on how or if we are able to address various delivery issues.

      Box Lost in Shipment (before reaching carrier)

      Tracking can take up to a week to update after being sent to you. If, after a week, your tracking still shows no movement, email support. Based on stock availability, we will either issue you a replacement box or a full refund for your order.

      Box Lost in Shipment (after reaching carrier)

      If your box is lost in shipment, we can help you open a claim with the shipping carrier. If the carrier is able to provide a refund, we will either issue you a replacement box or a refund for your order based on stock availability. Please note that, based on your country, international tracking is limited and can take a number of weeks to update. We are not able to start a shipping claim unless at least three weeks have passed since the last tracking update.

      Undeliverable or Returned to Sender

      If your box was shipped to the address in your order but was unable to be delivered or returned to sender, we will either issue you a replacement box or a refund for your order based on stock availability. Note that you may be responsible for both return shipping charges, as well as replacement shipping charges. If Funko shipped the package to an address not in your order, we will either issue you a replacement box or a full refund (including shipping charges) based on stock availability.

      Delivered

      If your tracking shows that your box was delivered but you do not have possession, we can help you open a claim with the shipping carrier. If the carrier is able to provide a refund, we will either issue you a replacement box or a refund for your order based on stock availability. If the carrier is unable to assist, there is nothing more that we can do. Note that, if you believe your box was taken by other individuals after delivery, this is also an outside issue that we are not able to assist you with.

      • Shipping & Handling Fees
      • Your initial order included shipping & handling fees for initial shipment. Funko cannot be responsible for additional fees incurred upon shipment, including:

      • Customs or duties fees or charges for international shipments
      • Forwarding or postage on delivery costs for packages shipped to the address in the order and subsequently forwarded to a new or updated address

What You Get

    • As a mystery style subscription, each box will have different contents. Each box is guaranteed to have at least one Pop! Vinyl figure inside it. Everything inside each box is exclusive to the subscription service, and contents can include apparel, accessories, toys, memorabilia, and more!
    • Starting on April 15, 2017, as an active member, you will have access to past boxes (while supplies last) and other exclusive products! When inventory is available, you’ll see a Member Exclusive Collectible section in your account. From there you can order any available past boxes or exclusive products.
    • In the rare case an item comes damaged or is missing, please email our customer service team within 15 days of receipt. If you are reporting a damaged or incorrect item, make sure to include a photo of the damage. Damage to product packaging or shipping boxes does not qualify for a replacement. You can see our full replacement policy here.
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