Due to limited stock, payments for single orders exceeding $100 will not be accepted. However, you can place multiple separate orders.
• Can I get a refund if I don't like it after I unbox it online?
Our online blind boxes are unique in that they offer a digital unveiling experience, allowing customers to see the content immediately upon purchase. This means that once the box is opened, it is considered consumed, similar to a digital product, and we are unable to accept returns to maintain fairness for all customers. Appreciate your understanding.
• What is a blind box?
Blind Box refers to the type of packaging that keeps the collectible toy as a mystery until it is opened. Blind boxes typically come in series that shows a collection; some figurines are rarer to find than others, these are referred to as "secret", "hidden" or "chase" figures
• Can I buy a specific figurine directly from the blind box series?
Unfortunately, due to the unique nature of blind boxes, we are unable to accommodate specific product for purchase.
• Can I definitely get the secret edition?
No, there is a certain chance to get a secret edition (varies by different series) except the series marked as secret edition included.
• Why do some products always sell out so quickly?
Usually the popular products are in very high demand. They may sell out quickly within seconds of being restocked.
• When will you restock?
We are working hard to restock, but we don't have a specific date just yet.
• Can I change my address after placing an order?
Once the package has been dispatched, we do not accept any change of shipping address. You can check the logistics status of your order or contact customer service.
• I placed an order and wanted to cancel it because I didn't want it anymore.
An order could only be cancelled before it is shipped. Once the parcel is shipped out, the order is irreversible and cannot be cancelled. Please contact our customer service for further help.
If you would like to learn more related information, please refer to the Returns/Replacements page.
• What if the figurine I received is defective?
Please kindly reach out to us at [email protected] within 15 days from the date of delivery, providing the related order number and attaching pictures or an unpacking video of the relevant figurines.
• If I don't like the character after opening the blind box, can I return or replace it?
Due to the nature of blind box products, we do not accept return and refund requests due to personal reasons.
• What is the return policy for defective merchandise at POP MART stores?
If you find that your merchandise is defective, you can return it to any Pop Mart store within 15 days of purchase, provided you have the original receipt. Without the receipt, defective returns cannot be processed for a refund or exchange. Common issues considered defective include missing parts, broken or scratched components, duplicates in blind box sets, instability, stains, discoloration, and excessive glue. For further clarification or questions, please consult a store manager.
• How can I return defective products remotely?
To return defective products remotely, contact your local Pop Mart store. You will need to cover the return shipping costs and provide photos of the product. The photo requirements are:
-At least 3 photos of the entire product.
-Clear images showing any defective parts, with defects marked and described.
If you have any concerns or need assistance with your online order, feel free to reach out to us.
• How do I get after-sales service for the products I purchased from a distributor?
Please contact the distributor you purchased from for after-sales service.
• What payment types can I use?
We accept the following payment methods:
• How to Contact Your Delivery Carrier
Step 1: Identify the Logistics Provider Check your tracking number in the order details (email/account dashboard). Match the prefix to the carrier: •YunExpress Website:https://www.yunexpress.cn/Link Tracking Number: Starts with YT (e.g., YT123456789).
•4PX Website: https://track.4px.com/#/ Tracking Number: Starts with 4PX (e.g., 4PX123456789).
•SF Express Website: https://www.sf-express.com/chn/sc Tracking Number: Starts with SF (e.g., SF123456789).
•UPS Website: ups.com/track Tracking Number: Starts with 1Z (e.g., 1Z123456789).
•USPS Website: https://tools.usps.com/go/TrackConfirmAction Tracking Number: Starts with 420 (digits only, e.g., 420123456789).
•DHL Website: dhl.com/tracking Tracking Number: Starts with DHL (e.g., DHL123456789).
•GOFO Express Website: gofoexpress.com/tracking Tracking Number: Starts with GF (e.g., GF123456789).
•UNIUNI Website: uniuni.com/tracking Tracking Number: Starts with UU (e.g., UU123456789).
•Cainiao Website: global.cainiao.com Tracking Number: Starts with CNUS (e.g., CNUS123456789).
•SPDEX Website: speedx.io Tracking Number: Starts with SPX (e.g., SPX123456789).
Step 2: Choose Your Contact Method
Most carriers offer:
Live Chat (Fastest): Available on their website (e.g., DHL/UPS).
Phone Support: Find regional numbers under "Contact Us" (e.g., USPS: +1-800-275-8777).
Email/Form: For non-urgent issues (response within 24-48 hours).
Step 3: Prepare Your Details
Speed up the process by providing:
Full tracking number
Order date & recipient address
Issue description
If you are experiencing issues while using our site, please refer to the steps below based on the message displayed:
•1. If you see any of the following error messages:
High risk detected. Please contact customer service.
Unusual account activity detected. Please try again later.
Your network environment is not secure and access has been restricted.
Your access is too frequent, and you have been restricted from using some features.
Please try the following steps:
① Switch to a Secure Network – Try using a different, stable internet connection (e.g., home Wi-Fi).
② Log Out and Log Back In – Refresh your session by logging out of your POP MART account and logging back in.
