Return & Refund Policy
At Forbidden Planet NYC (FPNYC), we are committed to providing a clear, fair, and transparent shopping experience for customers purchasing anime figures, mecha robot figures, and collectibles.
We offer free 30-day returns on eligible products within the United States, with no restocking fees. Please review the following conditions and instructions before requesting a return.
1. Return Window
We offer a 30-day return policy. Customers may request a return within 30 calendar days after receiving their order.
Return requests submitted after the 30-day period may not be accepted, except where required by applicable law.
2. Eligibility for Returns
To qualify for a standard return:
- The product must be unused and in its original condition.
- The product must be returned in its original packaging.
- All original parts, accessories, manuals, inserts, and included components must be present.
- Proof of purchase or an order confirmation must be provided.
- The return must be requested within 30 days after delivery.
Anime figures, mecha robot figures, and collectibles that have been assembled, modified, painted, cut, or used are generally not eligible for standard returns unless they arrived damaged, defective, or incorrect.
3. Free Return Shipping
Forbidden Planet NYC offers free return shipping for eligible returns within the United States.
This includes:
- Returns due to a change of mind.
- Products ordered by mistake.
- Products that are no longer wanted.
- Damaged or defective products.
- Incorrect products received.
Return Shipping Cost: $0
Customers are not charged standard return shipping fees for eligible returns processed according to this policy.
Returns must follow the instructions provided by our customer support team. Unauthorized shipments or shipping services not approved by Forbidden Planet NYC may not qualify for reimbursement.
4. Prepaid Return Shipping Labels
A prepaid return shipping label is included in the package with eligible United States orders.
If the original return label is missing, damaged, or unusable, please contact our customer support team before shipping the product. We will provide assistance with obtaining a replacement label or appropriate return instructions.
Customers should use the provided or authorized return shipping label to qualify for free return shipping.
Please do not send a return without first contacting our support team for return authorization.
5. Restocking Fees
Forbidden Planet NYC does not charge restocking fees on eligible returns.
Restocking Fee: $0
6. How to Start a Return
Step 1 — Contact Our Support Team
To request a return, contact us within 30 days of receiving your order.
Email: Support@fpnyc.shop
Please include:
- Your order number.
- The name used when placing the order.
- The product you wish to return.
- The reason for the return.
- Photographs of the product and packaging if the item arrived damaged, defective, incomplete, or incorrect.
Step 2 — Receive Return Authorization
Our customer support team will review your request and provide return authorization and instructions.
We aim to respond to customer inquiries within 24 hours, although response times may vary outside regular business hours.
Step 3 — Prepare Your Return
Once your return has been authorized:
- Place the unused product securely in its original packaging.
- Include all original accessories, parts, and components.
- Attach the prepaid return shipping label provided with your order or a replacement label authorized by our support team.
- Ship the package using the approved shipping method.
Return Address
Unless our support team provides a different authorized return location, our listed return address is:
Forbidden Planet NYC
832 Broadway
New York, NY 10003
United States
Please contact us before shipping to confirm the correct return destination.
7. Refunds
After we receive your returned product, we will inspect it to confirm that it meets the applicable return conditions.
We will notify you whether your refund has been approved or declined.
Approved refunds will be processed using a method appropriate to the original transaction.
Because Forbidden Planet NYC accepts Cash on Delivery (COD) payments, approved refunds for COD orders will be arranged through a refund method agreed upon with the customer, such as bank transfer where available.
We do not require customers to pay restocking fees or standard return shipping charges for eligible returns.
Refund Processing Time
Approved refunds are typically processed within 7 business days after the returned item has been received, inspected, and approved.
The time required for funds to appear in the customer's account may vary depending on the selected refund method or financial institution.
8. Exchanges
Customers who wish to exchange an eligible item may contact our support team within 30 days after delivery.
Exchanges are subject to product availability and return eligibility.
Where a direct exchange is unavailable, customers may return the eligible product for a refund and place a new order.
Eligible returns associated with exchanges qualify for free standard return shipping.
9. Damaged, Defective, or Incorrect Products
Please inspect your order upon delivery.
If your product arrives damaged, defective, incomplete, or different from what you ordered, contact our support team promptly.
Email: Support@fpnyc.shop
Include your order number and clear photographs of the product and packaging.
Our team will review the issue and provide appropriate return, replacement, or refund instructions.
Approved returns for damaged, defective, or incorrect products are eligible for free return shipping.
10. Non-Returnable Items
The following items are generally not eligible for standard change-of-mind returns:
- Products that have been assembled, painted, modified, cut, or used.
- Personalized or custom-made products.
- Products missing original parts, accessories, or packaging due to customer use.
- Products explicitly identified as final sale before purchase.
These exclusions do not limit customers' rights concerning defective, damaged, or incorrectly supplied products under applicable law.
11. Order Cancellations
If you wish to cancel an order, please contact us as soon as possible.
Email: Support@fpnyc.shop
We will attempt to cancel your order if it has not yet been processed or shipped.
Once an order has entered the shipping process, cancellation may no longer be possible. Customers may instead request a return in accordance with this policy after delivery.
12. Customer Responsibilities
Customers requesting a return must:
- Submit their return request within the applicable 30-day period.
- Keep the product unused and in its original condition for standard returns.
- Retain the original packaging and included accessories.
- Provide proof of purchase.
- Obtain return authorization before shipping.
- Use the provided or authorized prepaid return shipping label.
- Follow the return instructions supplied by our customer support team.
Eligible returns have no standard return shipping charge or restocking fee.
13. Contact Us
For assistance with returns, refunds, exchanges, or damaged products, please contact:
Business Name: Forbidden Planet NYC (FPNYC)
Email: Support@fpnyc.shop
Phone: +1 (212) 473-1576
Website: https://fpnyc.shop/
Contact Us Page: https://fpnyc.shop/pages/contact-us
Customer Support Hours: Monday – Friday, 10:00 AM – 6:00 PM Eastern Time (ET)
Online Inquiries: Accepted 24/7
Response Time: We aim to respond within 24 hours.
14. Business Information
Business Name: Forbidden Planet NYC
Store Brand: FPNYC
Business Address: 832 Broadway, New York, NY 10003, United States
Business Phone: +1 (212) 473-1576
Email: Support@fpnyc.shop
Official Website: https://fpnyc.shop/
Business Days: Monday – Friday
Payment Method: Cash on Delivery (COD) Only
Shipping: Free Standard Shipping on All United States Orders
Return Window: 30 Days After Delivery
Return Shipping: Free for Eligible United States Returns
Return Label: Prepaid Return Shipping Label Included in the Package
Restocking Fee: $0
Refund Processing Time: Within 7 Business Days After Return Inspection and Approval
Product Categories: Anime Figures, Mecha Robots & Collectibles