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FAQs

We reserve the right to not entertain questions that have been answered on this page.

Order

Where in the world is my order?

You can track your order, with the tracking information via the confirmation email, or you can via track an order online. Last, but not least, you may also give us a call/email and we will magically tell you :P


May I cancel, or change, an order?

Sure, but quickly do it (usually within two hours)! We quickly pack orders and ship them, so after two hours, we can’t guarantee anything, but we will try! Give us a call at 1-877-250-1908 or email us (support@woozymoo.com) right away!

Once an order has been shipped, it cannot be canceled (refer to our return policy if you would like to return your order).

For Moo-sters with an excessive number (3+ orders, or combined order total value of $149+ (SRP), within a three-month period) of returns, cancellations, and/or payments declined, Woozy Moo reserves the right to access a 15% cancellation/return fee. We also reserve the right to access a 15% restock fee on any order, at our discretion (does not stack with cancellation fee).


May I combine orders?

Yes, you may, but you have to contact us right away. We process and ship orders very fast (usually within two hours). After two hours have elapsed, we cannot guarantee that orders can be combined, and recommend you place a separate order.


Where do you charge (sales) tax?

To all shipments going to the State of New Jersey, in the United States. For the international Moo-sters, duties/tax may be imposed on the package, and you will be responsible for that. We unfortunately cannot label packages as gifts.


How long does it take to process my order, and when will I get my order?

Orders are usually processed within 1-2 business days. The shipping speed will depend on the shipping speed selected during checkout.


Do you offer gift-wrapping, or may I provide a message with my gift?

Yes! Just select the option in your cart before checkout and provide any messages to the gift recipient if requested. There is a flat-rate cost of $6.95 for gift-wrapping per order, and gift messages are free. This means you can save money and gift-wrap everything in your order with just one flat fee! All gift-wrapping is made of recycled materials.


May I combine in-stock items and pre-order items into one order?

Yes, you may combine in-stock and pre-order items, but please note that your order will ship when ALL items are in stock. As a security measure, your form of payment will not be charged until it is ready to ship except for select items (it may, however, be authorized to see if your payment method can approve the transaction. Authorizations usually drop within 1-3 business days depending on the financial institution), and we may also re-confirm and/or re-request payment information when your order is ready to ship.


Shipping

We reserve the right to not entertain questions that have been answered on this page.

Which shipping options do you have, and how long does it take for my package to arrive?

Items will be shipped via USPS, DHL, or FedEx. Please note that DHL and FedEx may have a partnership with USPS.

Please allow 1-2 business days for order processing.

Estimated transit time for contiguous US (after order has been processed):

  • Standard: 3-8 business days
  • Expedited: 2-3 business days
  • Express: 1-2 business days

Estimated transit time for Alaska, Hawai'i, and Puerto Rico (after order has been processed):

  • Standard: up to 14 business days
  • Expedited: 3 days
  • Express: N/A

For other locations, including non-US locations (after order has been processed):

  • Standard: Varies, but usually 14 business days to most countries
  • Expedited: Varies, but 3-5 business days to most countries

Please allow extra days for delivery during the holiday season. Please visit our homepage for information regarding holiday shipment deadlines.


Pre-Orders: Please note that if your order contains a pre-order item, your complete order will ship once all items are in stock and ready to ship. Should you wish to have items in your order ship as they become available, we recommend you place separate orders.


Shipping Rates

  • To view shipping rates, please add item(s) to cart and proceed to checkout
  • Free standard shipping for all orders in the Contiguous U.S. over $50

Express not available for AK/HI/PR, other US Territories, nor APO/FPO.

Please note that shipping rates and/or tax are subject to change, which may affect pre-orders. Adjustments to prior rates will not be made.


Do you ship outside the United States?

Yup, we ship to Argentina, Australia, Austria, Bahrain, Belgium, Bermuda, Bulgaria, Canada, Chile, China, Colombia, Costa Rica, Cyprus, Czech Republic, Denmark, Ecuador, Egypt, Estonia, Finland, France, Germany, Greece, Greenland, Guadeloupe, Hong Kong, Hungary, Iceland, India, Ireland, Israel, Italy, Japan, Jordan, Kazakhstan, Kenya, Kuwait, Latvia, Liechtenstein, Lithuania, Luxembourg, Malaysia, Malta, Mexico, Monaco, Netherlands, New Zealand, Norway, Oman, Panama, Peru, Philippines, Poland, Portugal, Qatar, Romania, San Marino, Saudi Arabia, Serbia, Singapore, Slovakia, Slovenia, South Africa, South Korea, Spain, Sweden, Switzerland, Taiwan, Thailand, Trinidad & Tobago, Turkey, United Arab Emirates, United Kingdom, Uruguay, Venezuela.

Unfortunately, because of copyright issues, we can’t ship to all countries.

Please note for international shipments or shipments to freight forwarders, Woozy Moo is not responsible for damages after it is received by the freight forwarder, nor when it is sent outside the United States of America. Unfortunately, we can not entertain requests from these cases.

Just a little note: once the package leaves the United States, there may be delays at customs, depending on your country. For customs/tax-related concerns, please contact your local custom authority. Please note we are unable to mark packages as “gift.”


May I ship to multiple addresses?

Although we like you and all Moo-sters, we can ship to only one address. If you would like to ship to multiple addresses, a separate order for each address is needed.


What happens to undeliverable packages?

If your package is returned to Woozy Moo because the address was incorrectly entered, or the package was unclaimed (including “return to sender”), a refund will be issued to the original form of payment less any related shipping costs to/from our facilities. For security purposes, if you would still like the order and ship it to a different address, we recommend you place a new separate order. If you have any questions, please contact us.


Help! My tracking number doesn't appear to be working?

If you received a shipment confirmation email with a tracking number, sometimes it takes shipping carriers up to 24 hours to refresh their systems. If after 24 hours the tracking number doesn't appear to be working, feel free to contact us at support@woozymoo.com or phone (1-877-250-1908), and we will help you right away!


I did not receive my package?

Contact us right away at support@woozymoo.com or phone (1-877-250-1908). All shipment-related concerns must be addressed within 14 days of receiving a shipment notice, for US domestic orders, and 30 days for non-U.S. (international) orders. Damages/missing items must be reported within 5 business days in receiving the item.


Pre-Orders

We reserve the right to not entertain questions that have been answered on this page.

When will my pre-order ship?

We try to keep shipment dates as current and accurate as possible. Please remember these are estimated times and are subject to change, and shipment dates are not release dates. You may view the latest estimated shipment dates, and other details, on the product's public webpage; or if you have placed an order, and have account with us: log in to your account, click on the corresponding order, and then click on the product.

We try to work with our toy makers/manufacturers to get the earliest arrival dates for our Moo-sters. It is not recommended to purchase pre-order and expect it to arrive in time for a specific event (holidays, birthdays, etc). Please note that some pre-order items will arrive ahead of schedule, and in rare cases, your pre-order may not be fulfilled due to manufacturer shortages/allocations. We will notify you if your pre-order cannot be fulfilled. We will process payments and ship the products as soon as they arrive. If you ordered both in-stock and pre-order items in your order, please note that your order will ship when ALL items are in stock. If you placed multiple orders with us that contain pre-order items, we may - at our discretion - combine and ship in-stock portions of your orders across your account, if they meet the free shipping threshold.

Please also note that Woozy Moo is not responsible for any possible overdraft fees on your bank account due to the early arrival of a pre-order.

Please note if your order contains multiple pre-order items and (an) item(s) has come into or is in stock, Woozy Moo will hold your in-stock/arrivals for a maximum of 90 days. After 90 days, your in-stock/pre-order arrival portion of your order will be automatically shipped. The remaining portion of your order will still remain active. Shipping charges may be applied for those that do not meet the free shipping threshold. We will email you with a reminder before shipment.

We reserve the right to ship out any in-stock portion of your order, or combine and ship in-stock portions of your orders across your entire account, if they meet the free shipping threshold.


May I combine pre-orders that were separately made?

Yes, just give us a call at 1-877-250-1908 or email us at support@woozymoo.com, and we will combine the orders for you. This is a great option if you would like to save on shipping. Please note that your order will be shipped out when ALL items are in stock and ready to ship. Please also note that if you placed multiple orders with us that contain pre-order items, we may - at our discretion - combine and ship in-stock portions of your orders across your account, if they meet the free shipping threshold.

Which payment methods do you accept, for pre-orders?

You may place pre-orders with a credit card or debit card. Other payment options are not available at this time.

Will I have to pay in advance for my pre-order?

No, we request payment information at the time of the order, for only authorization purposes and to secure your order. Payment in advance is required for only these select items, orders above $800, and non-U.S. orders above $200. You may see an authorization (or pending transaction) on your payment method for the full transaction amount when you place an order, but it should drop within a few days (it depends on your financial institution) if your order is not ready to ship. We perform authorizations to see if your payment method is valid and can securely process the total order amount.

In the event that your payment is declined, we you send you a payment decline notice. If this is the case, you will have two (2) days to submit payment when notified that your order is ready-to-ship.

If there are excessive payment declines when processing pre-orders under your account, Woozy Moo has a right to either charge your payment method when we receive your order or cancel/deny all future orders associated with your account.


Why should I pre-order an item?

When you place a pre-order with Woozy Moo, we will reserve that item for you, from our incoming shipment. In some cases, our shipments pre-sell out, so only people who pre-order with us are able to receive the items. Note: if you placed a pre-order with us, and the item is designated as "sold out" on our website after you placed your order, your pre-order is still active and the requested quantity has been reserved for you (it just means the item has pre-sold out).

May I cancel a pre-order?

Please contact us at support@woozymoo.com or 1-877-250-1908 and we would be glad to help you. We, however, are unable to cancel a pre-order for any items that have already arrived into stock, and any orders already shipped. If your item(s)/order has been shipped and you wish not to have the item(s), you may return it. Please review our return policy for more details.

For Moo-sters with an excessive number (3+ orders, or combined order total value of $149+ (SRP), within a three-month period) of returns, cancellations, and/or payments declined, Woozy Moo reserves the right to access a 15% cancellation/return fee. We also reserve the right to access a 15% restock fee on any order, at our discretion (does not stack with cancellation fee).


May I change my method of payment, or shipping address, for pre-orders?

Sure, you may contact us at support@woozymoo.com or 1-877-250-1908. Note: if you have an account with us, changing the shipping address within your account does not change the shipping address for existing orders. Please directly contact us, if you would like to change the shipping address of any order.


May I combine in-stock and pre-orders into one order?

Yes, you may combine in-stock and pre-order items, but please note that your order will ship when ALL items are in stock. As a security measure, your form of payment will not be charged until it is ready to ship except for these select items.

Please note if your order contains multiple pre-order items and (an) item(s) has come into or is in stock, Woozy Moo will hold your in-stock/arrivals for a maximum of 90 days. After 90 days, your in-stock/pre-order arrival portion of your order will automatically shipped. The remaining portion of your order will still remain active. Shipping charges may be applied for those that do not meet the free shipping threshold. We will email you with a reminder before shipment.


Returns

We reserve the right to not entertain questions that have been answered on this page.

What is your return policy?

At Woozy Moo, it is a given that all Moo-sters should be 110% happy. If you do not like what you bought, this is totally fine. You may return anything you purchased at Woozy Moo that is unopened and/or unused, within 30 days of your order, and we will refund the full purchase price minus the shipping fees. Opened case items cannot be returned as they come factory-sealed to guarantee collector's value. If factory-sealed tape has been cut/removed or tampered in any manner, a return cannot be accepted. All sales of non-mint condition items are final (no returns accepted). Gift wrapping is also non-refundable.

Refund payments will be issued once we receive the item, and on the same form of payment that was used for purchase. Refund payments are issued within two business days of our receiving of the item (usually quicker); however, the posting of the transaction will depend on your financial institution. Please note that Woozy Moo reserves the right to deny a return refund, if the item has been used or part(s)/item(s) of the product(s) are missing/damaged, upon being receiving into our warehouses.

If you prefer to use your own shipping method for any returns; please insure the package, in case of damage during delivery. Woozy Moo is not responsible for any damages by the carrier, if you use your own shipping methods.

For Moo-sters with an excessive number (3+ orders, or combined order total value of $149+ (SRP), within a three-month period) of returns, cancellations, and/or payments declined, Woozy Moo reserves the right to access a 15% cancellation/return fee. We also reserve the right to access a 15% restock fee on any order, at our discretion (does not stack with cancellation fee).

Note: Funko POP! Vinyl Figures with Chase Variants: purchases of six (6) Funko POP! Vinyl Figures of a single variant that have a chance to receive a chase variant must be returned case-sealed and unopened. Example: you purchase six (6) of a Funko POP! Vinyl Figures that has a 1 of 6 chance to receive a chase. You will be sent a case-sealed package, and you must return all six (6) case-sealed. Unsealed cases will not be eligible for a refund. The chase variant must be returned with the entire sealed case. Refunds/returns for five (5) or less of the six (6) units cannot be made. Mint-condition guarantee does not apply to these purchases, as the items are factory-sealed and cannot be checked without breaking the seal.

E-mail us at support@woozymoo.com, or call us at 1-877-250-1908.

Please remember to check your spam folders.


I received a damaged/incorrect item

Oh dear, that is not good! We are humans (not mooing cows, unfortunately) and sometimes we make mistakes, but of course we want all Moo-sters to be happy. If this is the case, give us a call/email and we will fix it right away for you! Damages/missing items must be reported within five (5) business days of receiving the item. Please note: to ensure collector's value, case items are factory-sealed, and we cannot break the seal to check the contents. Thus, we cannot guarantee the condition within the case. Minor cosmetic paint issues are not classified as defective merchandise, and are not eligible for returns/returns.

Please note for international shipments or shipments to freight forwarders, Woozy Moo is not responsible for damages after it is received by the freight forwarder, nor when it is sent outside the United States of America. Unfortunately, we will not entertain requests from these cases.


Collector's Grade and Condition

Will I receive a mint condition product?

Here at Woozy Moo, we make sure all our collectible toys are in high-quality/mint condition. We very carefully package/ship the items (maybe too carefully :P). We guarantee that your order will arrive in at least C-8 condition (near-mint, not included: Funko POP! and DORBZ). Note: units within case-packaged items cannot be guaranteed as they are factory-sealed, and we cannot guarantee the contents without breaking the seal.

We understand collectors and the importance of having toys/packaging in great condition, so if you have any issue when you receive your order, just shoot us a message at support@woozymoo.com or call us at 1-877-250-1908. We are here to make you happy, as best we can!!

Please note in very rare cases, Woozy Moo may receive items not in pristine mint condition from the manufacturer (we have very high moo-ing standards!), and in these rare cases, it will be duly noted in the product descriptions. These often times will be offered at a steep discount! Products marked as "non-mint" in product descriptions will not be qualified for the mint-condition guarantee. All sales of non-mint condition items are final (no returns accepted).

Please also note that we cannot guarantee C-9+ condition, and mint-condition guarantee does not apply to Funko POP! Vinyl Figures nor Funko DORBZ Vinyl Collectibles (effective on orders placed during/after Nov 1, 2017). If there are repeated requests for replacements/refunds of products, across your account, that have been certified as C-8 condition, and/or that are Funko Vinyls, we reserve the right to not entertain such requests.

Please note for international shipments or shipments to freight forwarders, Woozy Moo is not responsible for damages after it is received by the freight forwarder, nor when it is sent outside the United States of America. Unfortunately, we cannot guarantee mint condition with such shipments; and requests, in these cases, cannot be entertained.


Discounts and Payments

Where do I put in my discount code?

During checkout, when you enter your information there is a space for you to enter the code. Only one discount code, per order, can be applied.


HELP! My discount code is not working!

No fear. The awesome people at Woozy Moo will save the day! Just make sure your discount code is not expired (if you obtained the discount code via email, off a third-party website, etc., please check there to see). If not or you just don’t know, just give us a call at 1-877-250-1908 or email us and we will make you SUFFER! Kidding, we will make it all better!


What are your current promotions?

Check our frontpage/homepage for all and any current promotions and discounts!


What forms of payment do you accept?

We accept Visa, MasterCard, Discover Card, or American Express.


Security and Privacy

Is your site safe?

We use Secure Socket Layer (SSL) protocol on our checkout domains with current and valid SSL certificates to ensure your personal and/or credit card information is never compromised. All pages of your shopping experience are protected by Shopify’s Payment Card Industry Data Security Standard (PCI DSS) Level 1 platform (the highest and strictest level possible).


How is my privacy protected?

In addition to our security measures in place, we do not sell, rent, nor give away your personal information to any other businesses. We request your name, address, phone number, and email, so we can verify your order, make sure it gets sent to the right place, and allow you to track your orders as well.


My Account

How do I sign up for an account?

You can do so on the account sign-up page!


Help! I forgot my password!

You can reset your password via the account page then click "Forgot Your Password?"


I can’t remember the email I used for my account.

Feel free to give us a call. We will ask you some security questions to verify your identity and then we can help you!


Other Questions

How can I ask a question about my order I placed on the Woozy Moo eBay Store?

Please send all eBay related questions via the eBay message interface on eBay.com. This will ensure we have all the relevant order information so the Woozy team can quickly respond to your questions.


Any other questions that are moo’ing you?

Contact us by email (support@woozymoo.com) or call us at 1-877-250-1908 (Mon-Fri: 8:00am to 5:00pm, US Eastern Time).