Returns, Exchanges, and Replacement Parts

We know that when you receive your collectibles, everything comes down to that perfect unboxing moment. But sometimes, things don’t go as planned. If that happens, don’t worry — we’re here to help!

Our goal at Sideshow is to ensure that our collectors are 100% satisfied with every purchase. As such, all of our direct customers are covered by a 30-Day Return & Exchange window. This warranty starts at that highly anticipated moment when your item arrives on your doorstep. Just contact us within 30 days of delivery, and one of our expert Product Support Representatives can assist you in finding a solution that’s right for your collection.

To start a return or exchange, make sure you are logged into your Sideshow account and then click here.

Due to the limited nature of our collectibles, we encourage everyone to open and inspect their purchase immediately upon delivery, so that you can take advantage of the warranty if needed.

If your item arrives damaged, send in some photos of the damage and we'll pay for the return shipping.

Once we receive the item back, you'll get the refund or replacement that you requested. If you just decide that you simply don't want the item anymore, then the cost of the return label will be deducted from your refund.

Please know that if your item is outside of the 30-day window, we won't be able to provide a return, refund, or credit.

My item is damaged or defective. How can you help?

Sideshow’s collectibles are hand-crafted and painted, which can create small differences between each piece, thus making them truly unique and totally awesome. While these natural variations are not considered flaws, items that arrive with production defects or those that have been damaged in transit can be exchanged (based on stock availability) or returned for a full refund. In these cases, Sideshow will assist you in returning the item at our expense.

You may submit Product Support-related requests by logging into your Sideshow online account and accessing the Orders page. From there, scroll to the item in question and select 'Get help for this item.’ Then just fill out the Product Support form.

Be sure to provide the requested details and some clear photos when applicable. If a return label is being issued for your item, this is also where you would go to access the QR code/printable label.

For our U.S. collectors, we will provide a pre-paid QR code label to present to the carrier, as well as a standard printable PDF label. For our international collectors, we will have other return options available based on your location, such as providing a pre-paid DHL label and all necessary return documentation.

If you are shipping to/from an APO or FPO address, we will follow up on your inquiry with specific return instructions.

We may also be able to make your piece whole again by providing individual parts. However, please know that this is dependent upon stock availability and the interchangeability of each component of the collectible.

I changed my mind and no longer want to keep the item. Am I able to return it for a refund?

You can return your purchase for a refund of the item price, less the original and return shipping costs.

For both domestic and international customers, we will provide you with a shipping label for your convenience, and any label costs will be deducted from your refund. For our international collectors, we may have alternate return options, in which case our Product Support team will follow up and advise you on available options based on your location.

How long until I get my refund?

Once your item is received, refunds are typically processed within 5-7 business days. However, please note that it can take up to 14 business days for the funds to post to the original payment method(s), depending on your financial institution.

I purchased my item from another vendor. Can you help?

We are only able to assist with purchases made directly through Sideshow.com. If you purchased from an outside retailer, private collector, or another third-party vendor, please contact that vendor directly for assistance. If needed, your vendor will contact their Sideshow representative for further assistance with your concern.

My item was purchased for me as a gift. How can I get a replacement or return the item?

If someone gave you a Sideshow item as a gift, they must be a great friend! Which is good, because we will need the original purchaser to contact us. They can send pictures or videos on your behalf, and we will work to the best of our abilities get the matter resolved to your satisfaction.

My item was lost, what should I do?

When your order leaves our warehouse, we provide you with tracking information so you can monitor your shipment and so we can ensure safe delivery. However, we do understand that unexpected things can happen and in rare cases, some shipments are lost by the carrier. If that happens, we are here to help! Simply reach out to us within 30 days and we can start an investigation into the whereabouts of your package. We will keep you updated about this process and, if the carrier is unable to locate the package or confirm delivery, we will set you up with a replacement or refund, depending on stock availability.

Why do you request pictures?

In a case where you are reporting damage to your collectible, we will request photos of the damage as well as the packaging. This ensures that our team has all the necessary information to evaluate the issue(s) and find the optimal resolution for you.

What kind of photos do you need?

Great question! In order to make sure that we are able to resolve your concern to your satisfaction and as promptly as possible, we require:

A photo that clearly shows the issue in question.
A photo of the larger area where the problem is located (not zoomed in, so we can easily identify the area of concern).
Photos of the packaging that your collectible arrived in (this includes the brown shipping box, graphics art box, and inner packaging such as styrofoam, etc).
A picture of the edition number from the underside of the base (required if the item has an edition size). The photos that you submit should make the issue that you are reporting obvious to anyone viewing the image. Try to use good lighting and avoid blurry submissions. Providing clear and discernible photos will help us resolve your issue as promptly as possible.

If I need to exchange an item, can I keep my same edition number?

We cannot guarantee your exchange will have the same edition number, but we will try our best if requested.

Do you sell replacement parts?

As nearly every item we sell is a limited-edition collectible, any replacements we may have available are also limited. As such, we are not able to sell replacement or additional parts.

What courier will you use for my replacement / replacement part?

Sideshow will use the most cost-efficient method by default. For domestic shipments, our preferred courier is UPS, although USPS is occasionally used as well. For international shipments, it is DHL.

How long until my issue is resolved?

Refund: Once your item is received back to our warehouse, refunds are typically processed within 5-7 business days. However, please note that it can take up to 14 business days for the funds to post to the original payment method(s), depending on your financial institution.
Exchange: Once your item is received back to our warehouse, your replacement item will make its way to you within 5-7 business days.
Credit: Once your returning item is received back into our warehouse, the store credit should be accessible in your Sideshow account within 5-7 business days.
Part Replacement: If it has been determined that a replacement part will be the best resolution, that part will be inspected and depart our warehouse to you within 10 business days.

What isn't covered by the Return policy?

Shipping cartons (the brown or 'shipper' box): These cartons (whether self-shippers or large cartons) are utilized solely to shield the collectible from damage during transit.
Graphic (color or 'art' boxes): For both Sideshow and distributed products, we only have a small number of replacement color boxes. We reserve those for shipments that have seen severe damage (large holes, crushed sides, long tears, water damage, etc.) Boxes that see light box stress (minor bends, creases, dented corners) during transit will not be eligible for a replacement graphics box.
Internal packaging: The internal packaging such as Styrofoam and plastic tray inserts, are intended to protect your item in transit so it arrives to you safe and sound.
Replacements or replacement parts for sold-out or archived products: We do not guarantee replacement parts/pieces for long sold-out or archived items, regardless of whether you purchased from us or another vendor. This is why it is important to immediately open and inspect your collectible upon arrival.
Orders reported as not delivered 90 days or more after shipment: These are not eligible for replacement or refund, so make sure you closely monitor your shipment tracking.
Items purchased outside of Sideshow.com: If you purchased from an outside retailer, private collector, or another third-party vendor, please contact that vendor directly for assistance as we are only able to assist with purchases made directly through our website.

Important Things to Note

The item must be returned in the same condition it was sent to you. There is no need to attempt a repair, as we like to inspect any damaged collectibles upon their return (for our own R&D purposes).
Send back all figures, accessories, bases, original packaging, and outer shipping cartons. This includes the brown shipping box. If the original brown shipper cannot be used for any reason, please be sure to use a comparable box of an appropriate size with the return packaged securely within. Returning incomplete products may delay exchanges or refunds, and even prevent us from being able to assist you with future inquiries.
Items that arrive with excessive damage due to improper repacking may be subject to additional fees, which is typically 10% of the product price. Please be sure to use the original packaging and let us know if you need tips on how to properly pack your item so you don’t incur this fee!

If you find yourself needing to start a return or exchange, make sure you are logged into your Sideshow account and then click here.