Welcome to Pop Mart Store’s FAQ page! We’re here to help make your collecting journey magical and hassle-free. Below, you’ll find answers to common questions about our products, shipping, payments, and more. If you need further assistance, don’t hesitate to contact us at [email protected].
Product Questions
1. What types of products do you offer?
We specialize in exclusive collectibles, including accessories, figurines (like the popular Labubu series), and plush toys. Each item is designed with whimsical details to bring joy to collectors of all ages.
2. Are your products limited edition or exclusive?
Yes, many of our figurines and plush toys are exclusive releases, making them perfect for adding unique pieces to your collection. Keep an eye on our website for new arrivals!
3. How do I care for my figurines or plush toys?
Handle with care to preserve their details. For figurines, avoid exposure to direct sunlight; for plush toys, gentle spot cleaning is recommended. Always refer to the product packaging for specific care instructions.
Shipping and Delivery
1. Where do you ship to?
We ship globally to most countries, but unfortunately, we cannot deliver to Asia and a few remote areas due to logistical constraints. Check our website for the most up-to-date shipping information.
2. What are your shipping options and costs?
We offer two options: Standard Shipping via DHL or FedEx for $12.95 (delivery in 10-15 days after dispatch) and Free Shipping via EMS for orders over $50 (delivery in 15-25 days after dispatch). Orders are processed within 1-2 business days.
3. How can I track my order?
Once your order ships, we’ll email you a tracking number. Use it to follow your package’s journey from our store to your doorstep!
Payments and Accounts
1. What payment methods do you accept?
We accept Visa, MasterCard, JCB, and PayPal for secure and convenient transactions.
2. Is my payment information secure?
Absolutely! We use encrypted payment systems to ensure your data is protected. Shop with confidence!
3. Do I need an account to place an order?
No, you can checkout as a guest, but creating an account allows you to track orders faster and enjoy future benefits like exclusive offers.
Returns and Exchanges
1. What is your return policy?
We accept returns within 15 days of receipt if you’re not satisfied. Items must be in original condition. Contact us at [email protected] to initiate a return.
2. How do I process a return or exchange?
Email our support team with your order details and reason for return. We’ll guide you through the process and provide a return address if applicable.
3. Are there any items that cannot be returned?
For hygiene reasons, opened plush toys may not be eligible for return unless defective. Figurines and accessories must be unused and in original packaging.
General Support
1. How can I contact customer service?
Reach out via email at [email protected]. Our team is here to help with any questions or issues!
2. What is your company address?
Pop Mart Store is located at 2855 Linda Street, Philadelphia, US 19108. Feel free to write to us if needed.
Thank you for being part of the Pop Mart Store community! We’re dedicated to making your collecting experience delightful. Happy collecting!