When do I have to pay for my pre-order?

Payment on pre-orders are not due right away, but you can pay right away if you wish. A pre-order 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.

In stock items need to be paid for at the time of order placement and can not be placed under preorder, this option is only for items that have not arrived yet. Orders that do so will be cancelled.

Can I combine my separate orders?

Once orders are placed, they cannot be combined. You can remove items from an order but two orders can not be combined. If the items are in stock and paid for, no changes to the order can be made.

Can I cancel my pre-order?

You can cancel your pre-order at any time before the request for payment is sent out. If you have already paid for your order, you can have your funds refunded or transferred to another order, or put as credit 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% fee that you will be billed for.

Some items from my pre-order 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, but you will be billed the flat rate shipping rate for each order, each time we do shipping. Separate orders cannot be combined for the flat rate shipping. If you want to ship one item from one order and one item from a second order, you will be billed the flat rate for EACH order. 

If I place a pre-order does it mean I will get it first?

We do everything possible to get our products in quick but there can be delays. Pre-orders are filled before extra product is available on the website or in store.

Your pre-order is sold out but I am still interested in a figure.

There are many times we sell out of our pre-orders on certain figures but this does not mean we won't have any for the store when the figure is released. We try to order more than what we pre-order so if you really want a figure but we are sold out of our pre-orders, it is best to follow us on Facebook or Twitter to be notified of the new products available. As soon as the store stock arrives, you can place an order for the figure on the website. You will not be able to get the pre-order price but you will still be able to obtain the figure you want. We don’t offer these store quantities before they arrive so there will always be stock of hard to get items upon release of the figure.

Trading / Selling

I have a bunch of items for trade/sale. Do you want them?

We take most items 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, but it all depends on the item.

Do you offer cash or store credit for my items?

We can only offer Store Credit for items traded in at this time. 

I want to trade my stuff, how and when do I get my trade value?

For all trade-ins, please send us an email with a detailed list of the products and photos to support@urbansamuraihobbies.com. Please also indicate whether you're looking for in-store credit or cash, and whether you are local to our store, or if you'd be sending in your collection. We will do an initial assessment of your trade-ins and from there, we will either assign you a trade-in ticket number and let you know where to send your trade-ins to, or let you know we cannot take the trade-in. You will be responsible for shipping costs both ways.

Please note: We will not accept any packages that are shipped to us without first contacting us, and going through the initial assessment. 

Do you only take in parts or do you take in full figures?

For full figures we take a look at a few more factors than we do for just parts, 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?

For all trade-ins, please send us an email with a detailed list of the products and photos to support@urbansamuraihobbies.com. We will do an initial assessment of your trade-ins and from there, we will either assign you a trade-in ticket number and let you know when to drop off your trade-in, or let you know we cannot take your trade-in. 


Can I return my order?

You can return full figure orders within 14 days after your order has been shipped, 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 manufacturers 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 considerably. If you are not sure of the manufacturer then please email us and we can help you find out.


Where do you ship from?  

We ship from both Canada and the United States. For orders destined within Canada, we ship from Vancouver, BC which means no surprise customs duty added on. For orders destined within the USA, we ship from Washington state, which means we clear customs for your order at no extra cost to you.

For shipping questions please refer to our shipping page. If you have any questions that are not answered there or in this FAQ, please feel free to send us an email.