Shipping Policy

Welcome to Hot Pot Cultures Doll Shop, where we celebrate the art of collecting! We’re dedicated to bringing you premium collectibles, from rare BE@RBRICK BEARS to iconic BANDAI COLLECTIBLES and everything in between. We know that each piece in your collection tells a story, and we’re here to ensure that story starts with a seamless shopping experience. Below, you’ll find all the details on our shipping and returns processes, designed with fellow collectors in mind.

Shipping Information

We ship globally, excluding Asia and remote areas due to logistical constraints. If you’re ordering from these regions, please contact us for specific guidance. Here’s what you need to know about our shipping options:

• Order Processing Time: All orders are processed within 1-2 business days after payment confirmation. We handle each item with care, just like you would when unboxing a new Avengers Earth’s Heroes statue.
• Standard Shipping:
  • Carrier: DHL or FedEx
  • Cost: $12.95
  • Delivery Time: 10-15 days after shipment
• Free Shipping:
  • Carrier: EMS
  • Eligibility: Orders over $50
  • Delivery Time: 15-25 days after shipment

Once your order ships, you’ll receive a tracking number via email so you can follow your collectible’s journey to your doorstep. For fragile items like BLICK ART MATERIALS or DISNEY’S TELEVISION MASTERPIECE sets, we use extra padding to ensure they arrive in pristine condition.

Returns & Exchanges

We want every purchase to meet your expectations, whether it’s a Captain America figure for your display or a Game of Thrones piece for your shelf. If something isn’t right, our straightforward returns and exchanges process is here to help.

Eligibility

Most items can be returned or exchanged within 15 days of your receipt of the order. To be eligible, the item must be in its original condition—unopened, unused, and with all tags and packaging intact. This helps us preserve the value of limited-edition collectibles, such as Marvel’s Avengers Earth’s Heroes statues or DC’s Batman figures.

Non-Returnable Items

Due to their exclusive nature, the following products cannot be returned or exchanged unless they arrive damaged or defective:

• BE@RBRICK BEARS (limited-edition series)
• BANDAI COLLECTIBLES (sealed or rare releases)
• Court of the Dead items (handcrafted and numbered)
• Halloween Costumes and Cosplay apparel (if opened for hygiene reasons)
• Any product marked as “final sale” or “limited run” on the product page

If you receive a damaged or incorrect item from these categories, contact us immediately at [email protected] with photos for assistance.

How to Initiate a Return or Exchange

Follow these steps to request a return or exchange. Our team is here to guide you, just like we’d help a friend unpack a new Black Widow statue.

1. Contact Us Within 15 Days: Email us at [email protected] with your order number and details. Use the template below to ensure we have all the information needed.
2. Wait for Approval: We’ll respond within 1-2 business days with a return authorization and shipping instructions. Please do not ship the item back without approval, as it may delay the process.
3. Pack and Ship the Item: Securely package the item in its original box, including all accessories and documentation. For fragile collectibles, use ample padding to prevent damage during transit.
4. Ship to Our Address: Send the package to:
   Hot Pot Cultures Doll Shop
   2164 Ferrell Street, DALLAS, US 26036
   We recommend using a trackable shipping service (e.g., DHL or FedEx) and insuring the package for its full value. Note that return shipping costs are the customer’s responsibility, unless the return is due to our error.
5. Confirmation and Processing: Once we receive and inspect the item, we’ll notify you via email and process your refund or exchange within 3-5 business days.

Refund Timeline and Methods

After we approve your return, refunds will be issued to the original payment method used during purchase. Here’s what to expect:

• Credit/Debit Cards (Visa, MasterCard, JCB): Refunds appear within 5-10 business days, depending on your bank’s processing time.
• PayPal: Refunds are processed within 3-5 business days and should reflect in your account shortly.

Exchanges will be shipped once the returned item is received and verified. Shipping times for exchanges follow our standard delivery options: DHL/FedEx (10-15 days) or EMS (15-25 days for orders over $50).

Return/Exchange Request Template

Copy and paste the template below into an email to [email protected] to streamline your request. We’re collectors too, so we appreciate the detail—it helps us serve you better!