Refund policy
Refund & Return Policy | Upside Down Toys
Effective Date: September 12, 2025
At Upside Down Toys, we want every order to feel fun, fair, and full of surprise. Because many of our products are blind box collectibles, our refund and return policy is designed to protect the surprise nature of these items while also ensuring customers are treated fairly when an order issue occurs.
Please review this policy before placing an order. By purchasing from Upside Down Toys, you acknowledge and agree to the terms below, subject to any rights or protections provided by applicable law.
Blind Box Sales
Blind box items are designed to be a surprise. The specific figure, character, colorway, rarity, or variant inside each blind box is not known before opening unless the product listing specifically states otherwise.
Because of this, we do not guarantee that a customer will receive a specific character, variant, rarity, chase figure, or hidden design. Receiving duplicates, receiving a design you did not prefer, or not receiving a rare or hidden figure is part of the blind box experience and does not qualify as a defect, damage claim, or order error.
Once a blind box has been opened, it is considered final sale and is not eligible for return, refund, or exchange based on preference, duplicate items, rarity outcomes, or disappointment with the item received.
Return Eligibility
Returns may be accepted only in limited situations. To be eligible for consideration, the item must generally be unused, unopened, and in its original packaging, unless the issue involves damage, defect, or an incorrect item sent by Upside Down Toys.
Opened blind boxes are not eligible for return unless the issue involves a verified product defect, damage, or order fulfillment error. Minor packaging imperfections, such as small dents, scuffs, corner wear, or shelf wear that do not affect the product itself, are not considered defects.
Items returned without prior approval may not be accepted or refunded.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us within 5 days of delivery at customersupport@upsidedowntoys.com.
Please include your order number, a description of the issue, and clear photos of the item, packaging, shipping box or mailer, and any visible damage. This helps us review the issue accurately and determine the best next step.
If your claim is approved, we may offer a replacement, exchange, store credit, or refund depending on the situation and product availability. If a replacement is not available, we may issue a refund or store credit where appropriate.
Lost, Missing, or Stolen Packages
Once a package is marked delivered by the carrier, the order is generally considered fulfilled. Upside Down Toys is not responsible for lost or stolen packages after confirmed delivery.
However, we understand that delivery issues can occasionally happen. If tracking shows your package was delivered but you cannot locate it, we will review the situation on a case-by-case basis and may assist with a carrier investigation.
Refunds or replacements for packages marked delivered are not guaranteed and may depend on the results of the carrier investigation, order history, delivery details, customer-provided information, and other relevant factors.
Customers are encouraged to check the full delivery area, mailbox, parcel locker, front desk, leasing office, household members, neighbors, and local carrier office when a package is marked delivered but cannot be found.
Incorrect Shipping Addresses
Customers are responsible for entering a complete and accurate shipping address at checkout. Upside Down Toys is not responsible for orders shipped to an incorrect or incomplete address provided by the customer.
If an order is returned to us due to an incorrect, incomplete, or undeliverable address, we may contact the customer to arrange reshipment. Additional shipping fees may apply. If the customer does not respond or declines reshipment, we may issue a refund for the product cost only, less any original shipping charges and any carrier fees, where permitted by law.
Order Cancellations
Orders may be canceled only before they have been processed or shipped. Once an order has shipped, it cannot be canceled.
If we are unable to ship your order within the stated processing or shipping timeframe, or within the timeframe required by applicable law, we will notify you and provide any required options, which may include approving the delay or receiving a refund for the unshipped order.
Refunds
Approved refunds will be issued to the original payment method whenever possible. Once a refund is processed, it may take 5–10 business days for the funds to appear, depending on your bank, credit card company, or payment provider.
Original shipping charges are generally non-refundable unless the return or refund is due to an error by Upside Down Toys or otherwise required by applicable law.
Return Shipping
If a return is approved, we will provide instructions for how and where to send the item. Customers are responsible for return shipping costs unless the return is due to an error by Upside Down Toys, a verified defective item, or a situation where applicable law requires otherwise.
Returned items must be packaged securely. Upside Down Toys is not responsible for items lost or damaged during return shipping.
International Orders
Upside Down Toys currently sells and ships only within the United States. Orders placed with a shipping address outside the United States may be canceled and refunded, including any shipping fees paid.
We do not currently support international returns, exchanges, or order fulfillment.
Right to Refuse Returns, Refunds, or Service
Where permitted by law, Upside Down Toys reserves the right to deny returns, refunds, replacements, order cancellations, or future sales in cases involving suspected fraud, policy abuse, repeated claims of missing packages, excessive refund requests, or repeated delivery issues associated with a customer or delivery address.
This policy will be applied in a neutral and non-discriminatory manner.
Questions or Support
If you have questions about this policy or need help with an order, please contact us at:
customersupport@upsidedowntoys.com
Thank you for supporting Upside Down Toys—where life’s more fun upside down!