1.Change or cancel order
1.1 Order Cancellation Policy
Customers are encouraged to use the self-service cancellation feature available on the “My Orders” page. Cancellation is only possible if the order has not entered the shipping process. If the “Cancel” button is visible, you may proceed to cancel your order directly. *Please note that POP NOW items and MEGA Collection products are not eligible for cancellation, and therefore the “Cancel” button will not be displayed for these orders. Once the cancel button is no longer available, the order is already being processed for shipment or has shipped, and cancellation is no longer possible. In such cases, our Customer Service Team will be unable to cancel the order. Please be aware that once payment is completed, cancellations are not guaranteed. We strongly advise confirming your order details before proceeding with payment. Upon cancellation of an order, refunds will be returned to the original payment method within 5–10 business days. For credit card payments, the refund may take an additional 3–5 business days depending on the processing time of the issuing bank.
1.2 Shipping Address Change Policy
At POP MART, we strive to process and ship orders as quickly as possible. For this reason, as a general rule, the shipping address cannot be changed after payment has been completed, except where an incorrect address was entered due to a platform technical error. In such cases, the consumer must contact customer service within one (1) hour after payment for assistance. We kindly remind all customers to carefully review and confirm their shipping information before completing payment, as incorrect or incomplete addresses may lead to delivery issues or failed deliveries. If your order has already shipped and the address is incorrect, you may try contacting the courier directly once the package reaches the final delivery phase. To do this: ① Check your tracking number under "My Orders". ② Visit our FAQ – Common Logistics Providers page to find the courier’s contact information.
2.Shipping Costs
POP MART provides structured shipping options across the United States and Canada based on order aggregates, membership verification, and specific product classifications.
CRITICAL NOTICE ON MEMBERSHIP ELIGIBILITY: Complimentary free shipping promotions are strictly contingent upon active user authentication. To qualify for any "Member" rate, you MUST be registered and logged into your valid POP MART member account prior to completing the checkout protocol. Orders finalized via "Guest Checkout" or under non-authenticated sessions, if applicable, shall automatically be assessed pursuant to the "Non-Member" rate matrix, and shipping fees will not be retroactively refunded.
The baseline shipping fee configurations are defined in the territorial matrices below (The free shipping threshold is calculated based on the product subtotal only, excluding shipping fees and taxes.):
a. Shipping to the U.S.: Check the shipping rate table below for details.
b. Shipping to Canada: Check the shipping rate table below for details.
3.Standard Delivery
• Shipping Timeframe Confirmed orders are typically processed for shipping within 2-3 business days. If your order includes a pre-ordered product, please note the estimated ship date displayed on the product page at the time of purchase. You may cancel your pre-order at any time before it ships by contacting us free of charge. If we are unable to ship by the estimated date, we will notify you promptly and provide you the option to wait for the updated shipping date or receive a full refund. If you would like your in-stock items shipped separately before your pre-order is ready, please contact us to arrange a split shipment. You will receive a shipping notification via email once your order is ready to be dispatched.
• Shipping Carriers Your order may be delivered via UPS, USPS, 4PX or DHL, depending on the best option available at the time the order is fulfilled.
• Delivery Duration Products may be dispatched from either the United States or China, with the delivery warehouse automatically assigned based on product availability. The fulfillment location for your specific order will be confirmed in your shipping notification. Shipping from the United States: Estimated to take 3-7 business days. Shipping from China: Estimated to take 7-15 business days. If your location is a non-continental U.S. island or a rural area, your delivery is expected delivery to take several additional days. If your order is delayed due to carrier issues, customs inspection, or other circumstances beyond our control, we will notify you promptly. You may choose to extend the delivery period or cancel your order for a full refund.
• Shipping Coverage United States; Canada. However, there are exceptions, such as delivery being unavailable to US military zones APO, AP, FPO, AA.
• Split Shipments We may split your order into multiple shipments due to size or quantity. If this happens, you will see multiple tracking numbers on your [my orders] page.
• Policy for Purchasing Multiple Single Boxes If a customer purchases multiple single boxes (i.e., the quantity is greater than or equal to the specified limit for whole set purchases in the series), the warehouse will determine whether to ship single boxes or a whole set based on the stock available at the time of shipment. By placing your order, you acknowledge and agree to either fulfillment method. Duplicate Item Issue: If duplicate items are received from the single box purchase link, this falls within the scope of normal random shipping and cannot be addressed through after-sales support for exchanges or refunds.
4.Contact us For further assistance, please contact us at:
United States: [email protected]
Canada: [email protected]
Mexico: [email protected]
ANY DISPUTES ARISING OUT OF OR RELATING TO THIS SHIPPING POLICY, INCLUDING SHIPPING TIMEFRAMES, LOST PACKAGES, DUPLICATE ITEMS, OR FULFILLMENT METHODS, SHALL BE RESOLVED IN ACCORDANCE WITH THE DISPUTE RESOLUTION SECTION OF OUR TERMS AND CONDITIONS, WHICH INCLUDES BINDING INDIVIDUAL ARBITRATION AND A CLASS ACTION WAIVER.