Welcome to Max Factory Shop’s FAQ page! As fellow collectors, we understand the questions that might come up when ordering premium figures. Below you’ll find answers to our most common inquiries about products, shipping, payments, and more.

About Our Products

What types of figures does Max Factory Shop specialize in?
We specialize in high-quality collectible figures including:
  • Action Figures
  • Bishoujo Figures
  • Scale Figures
  • Figure Accessories
Each piece is treated as a masterpiece, with special attention to detail and craftsmanship.
Are your figures official licensed products?
Yes! All figures sold through Max Factory Shop are 100% authentic licensed products. We never deal in counterfeit or bootleg items.
How do you protect delicate figures during shipping?
We use our signature collector-grade packaging that includes:
  • Climate-controlled materials to protect paint applications
  • Double-boxing for high-value figures
  • Anti-crush design packaging
  • Protective cushioning

Ordering & Account Questions

How do I create an account?
You can create an account during checkout by selecting “Create Account” after entering your email address. Account holders enjoy order tracking and faster checkout.
Can I modify or cancel my order after placement?
Orders are processed quickly (within 1-2 business days), so changes must be requested immediately by emailing [email protected]. We’ll do our best to accommodate your request if the order hasn’t entered processing.
What payment methods do you accept?
We accept:
  • Visa
  • MasterCard
  • JCB
  • PayPal
All transactions are securely processed.

Shipping & Delivery

What shipping options are available?
We offer two shipping methods:
  1. Standard Shipping ($12.95) – via DHL or FedEx (10-15 business days after dispatch)
  2. Free Shipping – via EMS for orders over $50 (15-25 business days after dispatch)
Both options include our premium protective packaging.
Do you ship worldwide?
We ship globally except to some Asian countries and remote areas. During checkout, our system will automatically verify if we can ship to your location.
How long does order processing take?
All orders are processed within 1-2 business days (excluding weekends and holidays). You’ll receive tracking information via email once your order ships.
Will I need to pay customs fees?
International customers may be responsible for local customs duties, taxes, or import fees. These charges vary by country and are not included in your order total.

Returns & Exchanges

What is your return policy?
If your figure arrives damaged or isn’t perfect, you have 15 days from delivery to initiate a return. Contact our collector support team at [email protected] with your order details. All returns must be in original condition with packaging.
Who pays for return shipping?
Return shipping costs are the customer’s responsibility unless the item arrived damaged. In cases of damaged items, we’ll provide a prepaid return label.
How long do refunds take to process?
Once we receive and inspect your return, refunds are processed within 5-7 business days. The time it takes for the refund to appear in your account depends on your payment method.

Still Have Questions?

Our collector support team is always happy to help! Email us at [email protected] or write to us at:

Max Factory Shop
368 Jehovah Drive
Waynesboro, US 22980

We typically respond within 24 hours during business days.