Why was my order delayed?
With high-end collectibles of this nature, a significant amount of effort goes into the planning, development, and production process. There are a plethora of factors that can push back the arrival of an item. Sideshow makes every effort to ensure the most accurate arrival times are posted. With that being said, estimated arrival dates do change. Any delay is the result of our desire to ensure you receive the highest quality collectible possible.
What has changed?
Sideshow has adjusted how we respond to changes in the estimated arrival. If a pre-order item experiences a delay, collectors must confirm their intent to keep the order open. If action is not taken we are required to cancel the order approximately 30 days following notification of the delay and issue a full refund (including any deposit processed). To make this process as streamlined as possible for our collectors, we've made some modifications to the checkout process and order details section of your online Sideshow account.
What is the "protect my order form cancellation" checkbox for?
If a pre-order item experiences a delay, collectors must confirm their intent to keep the order open. On the final review screen at checkout, you will notice a new checkbox located above the Place Your Order button. Checking this box registers your intent to keep the order open in the event of a delay.
What am I agreeing to when I protect my order?
When you check the "Protect My Order" box either at checkout or add it to an existing order through your order details page, you are letting Sideshow know that you wish to keep your order open in the event of a delay. There is no obligation to do this; however, if your order experiences a delay and you do not register your intent to keep the order within thirty days, we must cancel your order and issue a full refund.
Is there a fee associated with protecting my order?
If I already paid in full, do I still need to protect my order?
Orders that are paid in full may still experience delays. You must indicate your intent to keep your order even if you've paid in full.
How will I be notified if one of my orders is delayed?
You will receive an email notification to let you know when an item has experienced a delay, which may look something like this:
Additionally, when visiting Sideshow's website, you may see a banner or pop-up message regarding orders that are facing cancelation due to a delay. We've designed a way for you to select which items you wish to keep in the event of a delay and those you may not.
What about my existing pre-orders?
Through your account's Order Details page, you may register your intent to keep a pre-order if it is delayed. Confirmation is only required once per order and you may update your preferences at any time.
Should I only enable this feature on orders that have been delayed?
You may utilize this feature for any of your upcoming pre-orders, even if they haven't experienced a delay. Registering your intent to keep the order open will prevent it from being automatically canceled in the event there is a delay.
How much time do I have before my order is canceled?
If you have not informed Sideshow of your intent to keep your order open after a delay, you will receive an email notification requesting you to take action by a certain date. You will have thirty days to register your response, otherwise, your order will be automatically canceled and refunded. It is paramount that you register your intent to keep your order before the provided due date if you wish to still receive the item you’ve pre-ordered
Can I change my mind about my cancelation preference?
Yes. Through your Sideshow account's Order Details page, you can update your preference at any time.
Does this option prevent my order from being canceled due to a declined payment?
No. If a payment declines, you will be notified by email to let you know that we will reattempt this payment in three business days. If the payment declines a second time, the order will be automatically canceled, regardless of if you've registered your intent to keep your order if it is delayed.
For more information on Declined Payments, please refer to our help center article HERE.
Will my refund include my non-refundable deposit?
Yes. If your order is canceled, a full refund including any deposits will be issued to the original payment method(s) associated with your order. If you choose to cancel your order through your online account for any reason after it has been delayed, you will still receive a full refund.
Why isn't my order protected by default?
Current FTC Regulations require that Sideshow obtain the customer's written, electronic, or verbal consent to keep an open pre-order in the event of a delay. Without this consent, any order that has experienced a delay must be canceled and refunded after thirty days.
For more information on FTC regulations with regards to pre-order items, please click HERE.