Frequently Asked Questions

Orders

Do I need an account to make a purchase?

You have the option to purchase items on kollectix.com as a guest without creating an account.

Creating an account offers benefits to enhance your shopping experience:

Save addresses and payment details for faster checkout.
View your kollectix.com order history in one place.
Create a wishlist of items you want to save for future purchases.

What if I have both preordered and in-stock items in one order?

To avoid delays in receiving your in-stock item(s), we recommend placing them on separate orders from preordered items.

If you place one order containing both in-stock and preordered items together, we will not ship any part of your order until all items are available. Please keep in mind that each item may have a different release date.

How can I cancel my preorder?

All preordered items are final sale after 24 hours. If you want to cancel after this time period, there will be a 25% cancellation fee. Simply contact us with your order number, and we'll take care of it for you.

Can I cancel my order?

All in-stock items are final sale after 24 hours. If you want to cancel after this time period, there will be a 25% cancellation fee. If the item(s) have already been shipped, you will be responsible for covering the return shipping fee.

Can I add or remove products from my order?

After your order is placed, we are unable to add or remove items.

Please carefully review your purchase before submitting your order to ensure that the product selection, size, quantity, payment and addresses are accurate.

Can I change the shipping address for my order?

After your order is placed, we are unable to update the shipping address.

Shipping

Where do you ship?

We ship to Canada and the United States only.

Do you ship to PO boxes?

We do not ship to PO boxes.

Do you ship internationally?

We do not ship internationally at this time.

What shipping services do you use?

We ship using the most cost-efficient courier service.

When will my order be shipped?

Orders are currently shipping out within 5 days. Please note, orders placed during events or promotions may take longer to process.

You can check the status of your order in the Order History section of your account. Once your order ships, you will receive a shipping confirmation email with tracking information.

Do you offer expedited shipping options?

We do not offer expedited shipping options at this time.

Payments and Billing

What payment methods are available?

We accept credit card payments using MasterCard, Visa, Discover, Diners Club and American Express.

Express checkout options are available through Google Pay, PayPal, Apple Pay and Shop Pay.

Can I change my payment before my order ships?

We are unable to update payment information after an order has been submitted.

Can I change my billing address on an order?

For security reasons, we are unable to change the billing address after an order has been submitted. Payment is verified upon order submission. If your order was successfully processed, no additional steps are necessary.

Why was my payment declined?

The most common reason for a payment to be declined is a small mistake while entering your information or the billing address was not updated. Payments can also be declined for exceeding order limits. Review your information and try again.

You may notice the declined charge as a pending transaction. If your payment is declined, you are welcome to try your purchase again, ensuring all card details, including the billing address, cardholder name and security code is accurate and complete.

Returns

What is your return policy?

Please refer to our Refund Policy for more details.

How do I start a return?

Please refer to our Refund Policy regarding returns.

Is there a fee for returning items?

Yes, depending on the issue, there may be a return fee and possibly a restocking fee. Please contact us for more information.

My order arrived damaged, can I get a replacement?

Please refer to our Refund Policy regarding shipping damage.

My order is incorrect, how can I receive the correct items?