When do I have to pay for my preorder?
Payment on preorders are not due right away but of course you can pay right away if you wish. A preorder can be placed and we won’t bill you until the figure is shipping to us from the supplier. We do request that the figure is paid for by the time it arrives in stock otherwise we will be forced to cancel your order at that time. You are more than welcome to place a new order for the item in question at the full retail price. When it comes time to make your payment an invoice will be sent to you and your order will be changed to 'Awaiting Payment'. You are given some time to make your payment before the item arrives in store.
Can I change my preorder?
You can change your preorder at any time before the item in question arrives. You can add items or remove items at any time. Adding items means you have the ability to save money with our flat rate shipping.
Can I cancel my preorder?
You can also cancel your preorder at any time before the request for payment is given out. If you have already paid for it but it is not due, you can have your funds refunded or transferred to another order or into your rewards points to be used on something else. If you have paid for your order but it is already on the way to us, there will be a 15% restocking charge that you will be billed for. If you have not paid for it, the 15% fee will be taken from your rewards points.
Some items from my preorder have arrived.Can I ship what is in stock and wait for the rest?
You can ship what we have in stock at any time. You will be billed the flat rate shipping rate for each time we do shipping. So if you have 4 items on your order but 2 are in stock and you want to ship them, you will be billed the flat rate fee for the first delivery and when the remaining 2 figures arrive you will be billed the flat rate fee again for the second delivery.
If I place a preorder does it mean I will get it first?
Urban Samurai does not always get their product before everyone else, as a matter of fact, as we are in Canada, a lot of times it is a little slower to get to us than some others. We do everything possible to get our stuff in quick but there can be delays. Preorders will be filled before extra product will be available on the site or in the store.
Your preorder is sold out but I am still interested in a figure.
There are many times we sell out of our preorders on certain figures but this does not mean we will have none for the store when the figure is released. We always order more than what we preorder so if you really want a figure but we are sold out of our preorders, it is best to join our twitter feed so that you will be notified as soon as the store stock arrives and you can place an order for the figure then. You will not be able to get the preorder price but you will still be able to obtain the figure you want. We don’t ever offer these store quantities before they arrive so there will ALWAYS be stock of hard to get items upon release of the figure.
I have a bunch of items for trade/sale. Do you want them?
We take pretty much anything from the product lines we sell. If you are cleaning out your bins and have a bunch of stuff to get rid of, we may be able to help you out.
How much will I get for ‘X’?
We give about half of what we would sell an item for when you trade it in. For example, if you want to send us a gun and we sell it for $10, it would be worth $5 to you.
Do you buy or do you trade?
We do both but it is much better for you to trade in your items. You get about half when you trade in items but less if you are looking for cash back. You can still get cash as well but it will be significantly less than if you were trading items in.
OK, I want to trade my stuff, how and when do I get my trade value?
Your trade value will be given to you when we receive and inspect your merchandise. USH is not responsible for shipping, that is up to you to provide. When we receive your parcel we will inspect all your items and let you know what our offer is. If you accept this offer, you will be given that amount in rewards points and will be added to your account as soon as we get the email saying you are good with the value. If you are not OK with the value and we can not come to a decision, we will send you back your items at no charge to you. It really helps to expedite things if you provide a list of what you have and where it came from so we can assess value properly.
Do you only take in parts or do you take in full figures?
Full figures are OK to trade in as well but work just a little differently than parts. Full figures we take a look at a few more factors and you can get more than half of what we sell it for depending on condition and scarcity of the figure. For very hot figures you can get upwards 60% to 70% of what we will sell it for. We only give figures a value once we have them in hand as they need to be inspected before a final value can be given.
I live in Vancouver, can I just bring my stuff in to the shop?
You sure can but there is no guarantee that we can take a look at everything on the spot. It will depend on how busy it is in the store and who is working at the time. There is only 1 or 2 staff who have authority to give any value to parts and you would need to speak with one of them. You can send an email to us if you want more details.
Can I return my order?
You can return full figure orders if you change your mind on the figure you ordered but there will be a 15% restocking fee and you will be responsible for the shipping back to us. Loose items are NOT returnable. If you want to return loose items you purchased it will be taken back as a TRADE and not a return meaning you will get half the value of what the items are worth. Returned figure must be returned in the condition they went out in, meaning they have to still be sealed. If they are opened, they will be considered a trade and not a return.
My figure is broken. What are you going to do about it?
Most of the time there is very little we can do with broken item but many manufactures will allow returns on their figures so our best suggestion is for you to contact them directly as it will cut out a middleman and expedite the process considerable. If you are not sure of the manufacturer then please email us and we can help you find out.
I made my purchase in Canadian but when I got the invoice for payment it was in US. Why is that?
Urban Samurai Hobbies is seen all in US dollars on our end but if you are in Canada then you can view the site in a converted Canadian Dollars. If you make a purchase in CAD and it is a preorder you will be sent an invoice in US when it comes time to pay. If you would like to pay in CAD then please let us know when you get the invoice and it can be converted into CAD at that time.
For shipping questions please refer to our shipping info page. If you have any questions that are not answered there or in this FAQ please feel free to send us an email.