FAQ

• Pre-Order

• When will I be charged for my pre-order?

  Pre-order payments are charged immediately when the order is placed.

  If you are using a payment plan, the first payment will be taken out when the order is placed and the next payments will be charged every 2 weeks.

• What payment methods do you accept?

  We accept most major credit cards, Shop Pay, Google Pay, PayPal and Venmo, and installments through Shop Pay Installments* and PayPal Credit. If you have any requests for different payment methods please let us know and we'll look into it! Send your suggestions to customercare@super7.com.

  *Rates from 0% APR or 10-36% APR. Payment options through Shop Pay Installments are subject to an eligibility check and are provided by these lending partners: affirm.com/lenders. Options depend on your purchase amount, and a down payment may be required. State notices to consumers affirm.com/licenses.

• How do I use Shop Pay Installments?

  Shop Pay Installments offers interest free payment options and longer term options. Note - you must use a debit card to for plans longer than 6 weeks with Shop Pay Installments.

  1. Click Shop Pay on the first checkout screen
  2. Sign up for shop pay if you are not already signed up
  3. Register with a US address and phone number
  4. Enter a debit card when prompted (Capital One and pre-paid cards not currently accepted)
  5. Choose Pay in Installments as your payment method, and then continue to payment plans
  6. If approved, you should receive a list of payment plan options, offering plans over 6 weeks, 6 months, or 12 months.
  7. If you do not get approved, check your email for an email from Affirm with more details about why you were not approved. You may be able to apply again with revisions.

• How do I use PayPal Credit?

  PayPal Credit allows you to pay over time, and charges no interest if you pay in full in 6 months.

  1. Select Paypal at Checkout
  2. Sign in to your Paypal account
  3. Select PayPal Credit in the Pay With options
  4. Select Continue to application, and fill out the application

• Can I add on additional items to my order?

  We are not able to add items to pre-orders. You'll need to place a new order for the additional items you'd like to purchase.

• Can I have different pre-order waves shipped together to save on shipping?

  No, we are unable to ship different pre-order waves together. All of our pre-order waves are shipped during different times and we are unable to accommodate combining the shipments of multiple pre-order waves.

• Am I allowed to ship to a freight forwarder?

  We are able to ship to freight forwarders but we cannot claim responsibility for any loss or damages after a successful delivery to the freight forwarder. If your freight forwarder receives damaged items, please instruct them to send the order back to us. We are also unable to process any exchanges to orders that have gone to a freight forwarder.

• Can I cancel my pre-order?

  Our pre-orders are final sale and we are unable to cancel or issue a refund for them.

  If you have an issue regarding your pre-order please contact us at customercare@super7.com and we'll be able to assist you.

• Help! I can't log on to my account to see my pre-orders.

  Our online storefront was separated in to two different Shopify stores. Pre-orders from before June 14th, 2022 live on our pre-order site. Our regular store and pre-order store required separate accounts. If you are having trouble logging in to your pre-order store account please ensure you are logging on to the correct store. You can use the link below to go to our pre-order store log in page.

  https://preorder.super7store.com/account/login

  If you are still unable to log in to your account, please contact our Customer Care team at customercare@super7.com and they will be able to help you out.

• How can I track my order?

  Once your pre-order has shipped you will receive a shipping confirmation email that will include your tracking information.

• Pre-orders have begun shipping, where is my tracking information?

  Our pre-orders are shipped out in daily batches and it takes a few weeks for all pre-orders to be shipped out.

  If it has been over 3 weeks since pre-orders have begun shipping and you have not received a shipment email, please contact us at customercare@super7.com and we'll be able to assist you.

• What is Super7's return policy regarding pre-orders?

  We do not accept returns for any pre-order items.

  If the item(s) you received in a pre-order were damaged or missing accessories please contact us within 21 days of receiving the order at customercare@super7.com. Please include photos of the item, the shipping box and the shipping label, we will need it to assess damages.

  Minor paint issues and damages to the box will not qualify for a replacement or refund.

  We are not able to process any returns for orders that have been sent to a freight forwarder.

• My order was sent back to you, can I have it reshipped?

  All shipments returned to us by the courier will be processed as a return. These reasons include the shipment being refused, getting back as undeliverable to address issues, etc.

  We will contact you to process a reshipment but you will need to pay for the reshipment costs.

  International shipments that are returned to us will qualify for a refund of the item minus the shipping cost. If customs disposes the shipment we will not be able to issue a refund.

• Item(s) in my order arrived damaged, can I get a replacement or refund?

  We're sorry that your item(s) arrived damaged. We'll need to assess the damage to your order before providing a replacement or refund.

  Please contact us at customercare@super7.com and provide us your order number, photos of the damaged item, the box it was shipped in and the packing list.

  Please note due to the limited nature of some items we may need to offer a refund if they are no longer available.

• Store Orders

• What payment methods do you accept?

  We accept most major credit cards, Shop Pay, Google Pay, PayPal and Venmo, and installments through Shop Pay Installments* and PayPal Credit. If you have any requests for different payment methods please let us know and we'll look into it! Send your suggestions to customercare@super7.com.

• How do I use Shop Pay Installments?

  Shop Pay Installments offers interest free payment options and longer term options. Note - you must use a debit card to for plans longer than 6 weeks with Shop Pay Installments.

  1. Click Shop Pay on the first checkout screen
  2. Sign up for shop pay if you are not already signed up
  3. Register with a US address and phone number
  4. Enter a debit card when prompted (Capital One and pre-paid cards not currently accepted)
  5. Choose Pay in Installments as your payment method, and then continue to payment plans
  6. If approved, you should receive a list of payment plan options, offering plans over 6 weeks, 6 months, or 12 months.
  7. If you do not get approved, check your email for an email from Affirm with more details about why you were not approved. You may be able to apply again with revisions.

• How do I use PayPal Credit?

  PayPal Credit allows you to pay over time, and charges no interest if you pay in full in 6 months.

  1. Select Paypal at Checkout
  2. Sign in to your Paypal account
  3. Select PayPal Credit in the Pay With options
  4. Select Continue to application, and fill out the application

• What shipping methods do you offer?

  Domestic orders are shipped through USPS Priority and First Class.

  International orders are sent out through USPS First Class International. There may be additional customs charges made to international orders before delivery. We are unable to reimburse these charges.

  All shipping methods will include tracking numbers.

• Can I add on additional items to my order?

  Unfortunately we are not able to add items to orders. You'll need to place a new order for the additional items you'd like to purchase.

• I accidentally purchased the wrong item, can I exchange it?

  Please contact our Customer Care team within 14 days of receiving the order for instructions on how to process the exchange.
  
  **We are not able to process any exchanges for orders that have been sent to a freight forwarder.

• My order hasn't shipped, when is it going out?

  Orders typically ship out within 1-3 business days. If your order contains a new release, please allow a few more days for your order to ship as new releases usually cause a high influx of orders.
  
  If you have not received a shipment notification after one week please contact us at customercare@super7.com and we'll be able to assist you.

• My order hasn't shipped, can I cancel my order?

  We are typically unable to cancel orders as we begin to process orders as soon as we receive them.
  
  Please contact us immediately after placing the order so we can best accommodate your request. (Cancellation is not guaranteed)

• Can I leave special delivery instructions for my order?

  We are unable to pass delivery instructions to the courier. We suggest creating a USPS or FedEx account (depending on who is handling your order) and leaving them special delivery instructions through their website.

• How can I track my order?

  Once your order has shipped you will receive a shipping confirmation email that will include your tracking information.
  
  If over a week has passed since your order has shipped and you have not received a shipment email, please contact us at customercare@super7.com.

• What is Super7's return policy?

  Super7 is happy to honor return & exchange requests made within 21 days of placing the order. Toys/Figures must be in original packaging and apparel must be unwashed/unworn.
  
  Return shipping must be paid for by the customer. You can send the item back using your own shipping method or we can invoice you for a return label.
  
  If item(s) were damaged on arrival please take photos of the items, the shipping box and the packing label. We will follow up and request these photos from you.
  
  All refunds will be processed back to the original payment method. If there is an issue with refunding back to the original payment method, store credit will be issued.
  
  If items returned arrive damaged, opened or missing accessories, or if apparel appears worn and washed your refund will be less.
  
  We are only able to accept returns for items purchased from Super7.com.
  
  All clearance and made to order items are final sale.
  
  Minor paint issues and slight damage to the packaging will not qualify for a replacement or refund.
  
  **We are not able to process any returns for orders that have been sent to a freight forwarder.
  
  If you have any questions regarding our refund policy please contact us at customercare@super7.com.

• Item(s) in my order arrived damaged, can I get a replacement or refund?

  We're sorry that your item(s) arrived damaged. We'll need to assess the damage to your order before providing a replacement or refund.
  
  Please contact us at customercare@super7.com and provide us your order number, photos of the damaged item, the box it was shipped in and the included packing list.
  
  *Minor paint issues and minor damage to the packaging will not qualify for a replacement or refund.
  
  **We are not able to process any returns for orders that have been sent to a freight forwarder.

• My order was sent back to you, can I have it reshipped?

  All shipments returned to us by the courier will be processed as a return. These reasons include the shipment being refused, getting back as undeliverable to address issues, etc.
  
  We will contact you to process a reshipment but you will need to pay for the reshipment costs.
  
  International shipments that are returned to us will qualify for a refund of the item minus the shipping cost. If customs disposes the shipment we will not be able to issue a refund.

• Will I be charged any fees for my international shipment?

  We do not charge any fees besides the shipping cost. There may be a customs charge made when the item arrives to the destination country.
  
  We are not able to reimburse any import duties, taxes or customs charges. Certain items may be restricted or regulated in your country and may affect the delivery of your order. Please double check with your country's customs regulations if you are concerned about any fees being charged to your order.

• I got charged import duties/taxes on my order, can I have this reimbursed?

  Super7 is not responsible for any import duties or taxes charged on orders after they have shipped. These charges are made when your order reaches your country and are not predetermined before we ship. We cannot reimburse these charges. If an item cannot be delivered and is sent back to us, we are only able to issue a refund upon successfully receiving the order back.

• Can you mark my order as a gift or at a lower value to reduce customs charges?

  No, we are required by law to declare the true value of our products on all shipping paperwork. If you are worried about receiving a high value customs charge please contact your local customs agency and inquire about custom costs.