Due to the limited nature of our collectibles, we encourage everyone to open and inspect their purchase upon delivery, so that you can take advantage of the warranty if needed.
To start a return or exchange, please email Customer Support.
My item is damaged or defective. How can you help?
New Wave's products are handcrafted which can create small differences between each piece making them truly unique. While these variations are not considered flaws, items that arrive with production defects or those that have been damaged during packing and transit can be exchanged, based on stock availability, or returned for a refund. In these cases, New Wave Toys will assist our customers in returning the item at our expense. For our U.S. customers, we will provide a pre-paid label, when applicable. For our international customers, we will have other return options available based on your location.
Order cancelation
We reserve the right to cancel any order at any time for any reason for a full refund.
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 item for a refund of the item price, less any non-refundable deposits made and original shipping fees. The customer is responsible for return shipping costs. Items returned for convenience may be subject to a 10% restocking fee at our discretion. The item must be unopened, in original, shrink-wrapped (if applicable) packaging, and free from damages caused by anything other than normal shipping wear and tear. For US customers, we may be able to provide a shipping label for your convenience. Any label costs will be deducted from your refund. For international customers, our Customer Support team will advise you how to return your item based on location.
How long until I get my refund?
Once your item is received, refunds are typically processed within 5-7 business days. 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?
Please contact that vendor directly for assistance. If needed, your vendor will contact their New Wave Toys 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?
The original purchaser will need to contact us. They can send pictures or videos on your behalf, and we will work to get the matter resolved to the satisfaction of all parties to the best of our ability.
Why do you request pictures?
Depending on the concern, our team may request photos of your item. This is done in an effort to ensure that our team can best evaluate the issue(s) and determine the optimal solution for you.
What kind of photos do you need?
In order to ensure that we are able to resolve your concern to your satisfaction and as promptly as possible:
- A photo that clearly shows the issue.
- A photo of the larger area where the problem is located for easy identification.
- If your item is numbered, please include a picture of the edition number label on the item.
Please be sure photos submitted are not blurry or obscured. Providing quality photos will help us resolve your issue as promptly and efficiently 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!
Do you sell replacement parts?
At this time, New Wave Toys does not sell replacement parts. In certain cases, we are able to assist with minor repairs to our RepliCade Amusements products. Please contact Customer Support with your issue and we will do our best to assist you.
What is NOT covered by your 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 "retail" boxes): For both New Wave Toys 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, etc.) Boxes that see light wear and tear (minor bends, creases, dented corners) during transit may not be eligible for a replacement graphic box.
- Replacements or replacement parts for sold out product: We do not guarantee replacement parts / pieces for long sold out or archived items, regardless if you purchased from us or another vendor.
Important Things to Note:
- The collectible must be returned in the same condition it was sent to you.
- Send back all accessories, original packaging, and outer shipping cartons. Incomplete product may delay exchanges or refunds.
- 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 let us know if you need tips on how to properly pack your item.
