Store Policies

Shipping

Postage from FaunaFigures will be through Canada Post.

Postage will be the exact price as charged by Canada Post to your destination as determined by parcel weight and dimensions. We will aim to pack all parcels carefully to prevent damage, but lightly to reduce shipping weight wherever possible.

The cart will calculate postage based on weight. If a large discrepancy occurs we will refund you the difference. We do not make a profit on postage fees, we only want to find a way to get your items to you!

Insurance will be included with all orders from Fauna Figures to protect the buyer and Fauna Figures (with the exception of Small Packet Air-USA noted below). Canada Post insures parcels at a rate of $1.95/$100 value; this amount will be included as part of shipping. With the exception of Small Packet Air USA noted below most available methods include tracking and insurance.

*Note –we will make every effort to pack your order safely. For larger orders we will only use cardboard boxes. For small and very light orders, we will often used cushioned mailers, usually with extra padding on the products. Again, this will only be for orders of very light products or very small orders for which boxes are unnecessarily large and heavy. For a small order with large or more fragile items we will use more protective boxes.

Within Canada we will use Regular Parcel rates, which can take up to 10 business days within Canada.

CANADIAN CUSTOMERS ONLY: For orders over $75 (before taxes) we offer free postage to anywhere within Canada. Please select this option during checkout. If an item has a special consideration in its packaging mentioned in the product description this will still be required.

For our USA customers: For the USA Tracked Package is our preferred option as tracking and $100 insurance is included; this option is limited by 1kg weight and parcel dimensions. After this limit the site will provide the next best options.

***UPDATE–DUE TO POTENTIAL ISSUES WITH PARCELS we will no longer provide the Small Packet Air option. Instead, the Tracked Packet Option is provided at a discounted rate to our customers. This way, everyone will have tracking and insurane (to $100) on their orders.*** (December 4, 2016)

For our International customers (defined by Canada Post as not Canada or US): Our preferred option is the Tracked Package Air; tracking and $100 insurance is included; this option is limited by 1kg weight and parcel dimensions. After this limit we will use the next best option. We do not regularly offer the Small Packet Air service internationally due to the potentially long ship times and risk of loss or damage to the numerous handlers that may move your order along.

If you are an international customer and wish to discuss this, please contact us. We can make exceptions on a case-by-case basis, but again, this will be at the buyer’s risk.

Also, we are set up for world-wide shipping, but sometimes delivery areas get missed in our settings. Please contact us if your country is not showing up and we will get this set up for you.

For all customers: If expedited or priority services are required, or if courier service (such as UPS or FedEx) is preferred, contact us and the rates charged will reflect the exact costs charged for those services to your location.

Some items may require special packaging including oversize parcels, extra padding or unusual shapes. These items will be clearly marked and may require special shipping considerations. It may, however, be possible to include other items with the special-packaging items without added postage; this will be determined upon packaging and weighing.

For Local Residents in or near Lethbridge, or those passing through: With you being so close, we can set it up so that you can pick up your order directly. Contact us to get the proper code and determine dates for pick up. Payment will be required in advance of pick up.  We currently cannot offer hand delivery to your location.

Taxes, Duties, Customs information

For Canadian residents: Per Canada Revenue Agency rules GST or HST will be added to any order within Canada, dependent upon the destination address of the order. Our CRA number is 81639 4449 RT0001.

For international (including US) customers: Customs declarations will be filled out in full and reflect the items contained within the parcel and their purchase value. Fauna Figures will not falsify or alter a Customs declaration or any other form.  Duties, taxes and other fees will be the responsibility of the buyer upon delivery.

Payment

Credit Cards & PayPal: YOU DO NOT NEED A PAYPAL ACCOUNT. Currently the checkout cart here at Fauna Figures Toys & Collectables only accepts payment via PayPal. If you do not have an account with PayPal we can still accept credit card payment through PayPal.  When prompted at the end of the checkout you will be redirected to a PayPal payment screen. Below the login form click the “Don’t have a PayPal account” link and it will process your order with a credit card payment.

If you do not have a credit card or PayPal account:

Money Orders and CERTIFIED Cheques: If you wish to pay using a money order or Certified Cheque, our cart is not set up to complete your order. Please contact us in advance and we will create an invoice for you, with instructions on where to send the Money Order/Certified Cheque. Please understand that we cannot release your order until the funds have successfully cleared.

Wire Transfer/Bank Funds Transfer: We are not currently in a position to accept wired funds. We will update as needed when we have fully explored this option. Contact us if this is an option that you require, and we will find a way for you.

Personal Cheques: Unfortunately, we will not accept personal cheques as payment under any circumstances.

Returns and Problem Resolution

We do not accept returns on merchandise that was correctly sent as ordered.

We make every effort to ensure that all of your items are in excellent condition and well-protected when they are packed. We also make sure several times over that the items sent are the items you have ordered!

That said, mistakes can happen. If there is an error in your order please contact us immediately. We will need to assess our inventory system and records. If it is a wrong item, let us know what was mistakenly sent and we will work something out with you. You will get the items that you ordered.

If an incident has occurred between when we mailed the parcel and when the parcel arrived it will likely require involvement with the post office and a postal insurance claim.

If an item has arrived in unsatisfactory condition, contact us with digital photos of the issue in question so that we can determine how to proceed. On our end, our quality control means that we will never include in our inventory any product that we deem unsatisfactory (we are collectors as well after all!). This includes broken items or substantial paint issues like wear. If an issue is noticed in a figure that we have picked for you, we will contact you to determine how we should proceed.

However, many figures are hand-painted at the factory, so some variation is expected. We will not and cannot be responsible for issues with bends in material, paint that differs from stock photos, or proper standing as we cannot remove the package and test every figure. In these instances we will forward concerns to the manufacturer/supplier and work from there.

Fauna Figures cannot offer refunds except in instances of price or item error. We cannot refund the price of postage on any item. If an item is returned for refund it will be at the buyer’s expense.

Further action will be at the discretion of Fauna Figures based on situation.

Free Shipping within Canada on orders over $75 before taxes! Dismiss