Every order is packed by collectors who care about boxes as much as you do. These policies explain what we cover, what we need from you, and how to reach us. The short version: if your order is damaged or lost in transit, we make it right.
Damaged or lost in transit? Send us your order number and photos within 5 days of delivery. We file the claim with the carrier ourselves, and we replace your item or refund you, no matter how that claim turns out.
1. Damaged in Transit
If your order arrives damaged, contact us through our Contact page within 5 days of delivery and include:
- Your order number
- Photos of the item and its box
- Photos of the outer shipping box and the packing materials inside it
Please keep the shipping box and packing materials until the issue is closed, in case the carrier asks to inspect them.
We file the carrier claim, not you. We are the shipper, so we hold the mailing receipt the carrier needs to process a claim. Once we have reviewed your photos, we will send a replacement if the item is still in stock, or refund you if it is not. Your replacement or refund does not depend on the outcome of our claim with the carrier. That part is between us and them.
2. Lost Packages
If tracking stops updating for 7 or more business days, contact us. We will open a case with the carrier and replace or refund your order.
If tracking shows your package as delivered but you cannot find it, let us know and we will help you open a case with the carrier. Theft after a confirmed delivery is not always something we are able to cover, but we will work with you on it.
A late package on its own is not refundable, but we will always help you track it down.
3. Packaging & Protectors
Every order is packed to protect both the figure and the box:
- Eligible standard 4-inch Pops ship in a clear Pop protector
- Larger and oversized items (for example Deluxe, Jumbo, Moment and Comic Cover Pops) do not include a protector and are packed with extra padding instead
- Bubble wrap and reinforced cardboard inserts on every order
Want more protection? Eligible 4-inch Pops can be upgraded to a hard case on the product page.
4. Returns & Refunds
Because we sell collectibles, we do not accept returns or exchanges for change of mind. The following are not grounds for a return or refund:
- Buyer’s remorse or change of mind
- Normal production and packaging variation (see Section 6)
- Carrier delays outside our control
- Incorrect shipping information provided at checkout
When something is actually wrong, we make it right. You are covered for a replacement or a refund if:
- Your order arrived damaged in transit (Section 1)
- Your package was lost in transit (Section 2)
- You received the wrong item, or something was missing (Section 5)
- The item did not match its listing photos or description
5. Order Issues
If we made a mistake with your order (you received the wrong item, something is missing, or the item does not match its listing), contact us through our Contact page within 5 days of delivery with your order number and photos. We will replace the item or refund you, whichever you prefer and whichever we are able to do.
6. Product Condition
All Funko Pop! figures sold by Surplus Hive are new, authentic, and factory-sealed unless otherwise stated. Mass-produced collectibles can have minor variation, such as:
- Paint inconsistencies
- Slight scuffs or scratches
- Uneven molding
- Small box imperfections (creases, dings, misalignment)
This kind of variation is standard for mass-produced collectibles and is not grounds for a return. Damage well beyond it is a different matter: see Section 1 for transit damage, or contact us and we will take a look. Any known damage on an item is disclosed in its listing before you buy.
7. Pre-Orders
Pre-order items are paid in full at checkout to reserve your item.
- Estimated release dates can change based on manufacturer or distributor updates
- Orders with both in-stock and pre-order items ship once all items are available
- If you want in-stock items shipped right away, please place a separate order
- If a pre-order is cancelled by the manufacturer or distributor, or is delayed longer than you are willing to wait, you can ask us to cancel it for a full refund
8. Order Cancellations
You can cancel an order within 48 hours of purchase for a full refund.
- Cancellations after 48 hours are subject to a 15% restocking and processing fee
- Orders cannot be cancelled once they have shipped
To cancel, use our Contact page and include your order number.
9. Returned to Sender
If an order comes back to us because of incorrect or incomplete address information provided at checkout:
- Reshipping is at the customer’s cost, with a new shipping label fee
- If the order is cancelled instead of reshipped, a 10% restocking fee is deducted from the refund
Please double-check your shipping address before placing your order.
10. Fraud Prevention
Surplus Hive may cancel or refuse any order suspected of:
- Return fraud
- False or misleading information
- Repeated claims that cannot be substantiated
- Unauthorized reselling
11. Your Acknowledgment
By completing your purchase, you confirm that:
- You have read and accepted these policies
- You accept normal production and packaging variation as described in Section 6
- You will contact us first if there is a problem with your order, so we have a fair chance to fix it
- You are responsible for providing accurate shipping and contact information
- Orders containing pre-order items ship only when all items are ready
Nothing in these policies limits any right you have under applicable consumer protection law, or any right you have with your bank or card issuer.
12. Contact Us
Questions about these policies or your order? Reach us through our Contact page or email support@surplushive.com.