Welcome to Max Factory Shop, where we serve collectors worldwide with premium action figures, bishoujo figures, scale models, and accessories. We understand the importance of your collectibles arriving in perfect condition and want to make every transaction as smooth as possible for our fellow enthusiasts.

Shipping Information

Order Processing

All orders are processed within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.

Shipping Methods

Standard Shipping (DHL/FedEx):
– Delivery time: 10-15 business days after shipment
– Flat rate: $12.95 USD
– Recommended for time-sensitive orders

Free Shipping (EMS):
– Delivery time: 15-25 business days after shipment
– Available for orders over $50 USD
– Includes basic tracking

Note: We currently cannot ship to certain Asian countries and remote regions. Please check during checkout if your location is serviceable.

Accepted Payment Methods

We accept: Visa, MasterCard, JCB, and PayPal for your convenience.

Returns & Exchanges

As collectors ourselves, we want you to be completely satisfied with your Max Factory purchase. Please review our collector-focused return policy below.

Eligibility Requirements

To qualify for a return or exchange:

  • Item must be in original, unopened condition with all packaging intact
  • Request must be made within 15 days of receiving your shipment
  • Original proof of purchase must be provided

Important Collector’s Notes:

  • Due to their collectible nature, opened Bishoujo Figures and Scale Figures cannot be returned unless defective
  • All sales of Figure Accessories are final once shipped
  • Action Figures may be returned if unopened and in original packaging

Return/Exchange Process

  1. Contact Collector Support: Email [email protected] within 15 days of delivery with your order number and reason for return/exchange
  2. Receive Authorization: Our team will respond within 2 business days with a Return Merchandise Authorization (RMA) number and instructions
  3. Package Securely: Repackage the item in its original packaging with all protective materials. Include a copy of your invoice
  4. Ship to Us: Send the package to:
    Max Factory Returns
    368 Jehovah Drive
    Waynesboro, US 22980
  5. Inspection & Processing: Allow 3-5 business days for inspection upon receipt. We’ll notify you once processed

Return Shipping Costs

  • For defective/wrong items: We’ll provide a prepaid return label
  • For other returns: Customer pays return shipping
  • Exchanges: Customer pays shipping both ways unless our error

Refund Timeline & Methods

Once your return is approved:

  • Credit Card/PayPal: Refund processed within 3-5 business days, appears in 5-10 business days depending on your financial institution
  • Original Payment Method: Funds will be returned to the original payment method used
  • Store Credit: Available immediately upon request

Exchange Options

  • For exchanges of equal value: We’ll ship your replacement once we receive the returned item
  • For higher-value items: You’ll pay the difference after return credit is applied
  • Availability of replacement items not guaranteed

Damaged or Defective Items

If your collectible arrives damaged or defective:

  • Contact us within 48 hours of delivery
  • Include photos of the packaging and damaged item
  • We’ll prioritize your case and typically resolve within 3 business days

Return Request Template

Subject: Return/Exchange Request – Order #[Your Order Number]

Dear Max Factory Collector Support,

I would like to request a [return/exchange] for my order #[Your Order Number] placed on [Order Date].

Item Name:
Reason for Return/Exchange:
Preferred Resolution: (Refund/Exchange for [Specific Item])

I confirm the item is in its original, unopened condition with all packaging intact.

Please provide instructions for completing this process.

Best regards,
[Your Full Name]
[Your Contact Information]

We appreciate your trust in Max Factory Shop and are committed to making the return process as smooth as possible for our fellow collectors. For any questions, please contact our Collector Support Team at [email protected].

Last Updated: [Insert Date]