FAQ

We are sorry to hear of this issue!

Unfortunately, the Gloomy Team is not able to provide any further assistance after a package leaves our fulfillment centers. We do not manage the transit of packages.

We strongly recommend checking with your household, neighbor, garage area, or Apartment Leasing office if your package is marked delivered but nowhere to be found.
In some cases, a carrier may mark a package as delivered but forget to place the item. Typically the package will be delivered the next business day.

Please be sure to check the shipping address you provided at checkout, and verify the information you provided to us is correct. Gloomy Bear Store is not responsible for packages shipped to incorrect addresses except for in the circumstance that a formal address change was made, acknowledged, and not properly implemented through our fulfillment team.
Order inquiries with tracking numbers older than 30 days are unable to be investigated, however we will do our best to assist.

Order inquiries with tracking over 60 days will be deemed successfully received, and ineligible for replacement or exchange.

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If you suspect your package was a subject of theft, we recommend filing a police report and notifying your post office.
Gloomy Bear Store is not responsible for stolen or lost packages.

USA:
You can request a GPS scan location report for your package from your local post office, where they can help confirm whether or not your package was safely delivered to the correct location.

For future orders:
Please contact us if you would like us to add Signature Confirmation to your future order, and we will be happy to do so for a small fee. We cannot add it after a package is shipped or mid-transit, and it will need to be added prior to your order being fulfilled.

Sorry, but we cannot provide refunds or reshipment of packages marked delivered.

Due to the nature of our items and their limited availability, items are sold as is, and we are unable to offer refunds or exchanges unless the order is incorrect due to our error.
We do not permit cancellations/returns due to buyers remorse or unauthorized family member purchases.

All apparel items are final sale, and no exchanges are permitted. Please be sure to order the correct size. If you are not sure what size you need, you are welcome to reaching out to us for assistance prior to purchasing.

If your order arrives damaged, please contact us within 7 days of your order being marked delivered.

• Please take special note for our policies on certain products such as Funko Pops & Plush goods.

Orders (that are marked delivered) older than 7 business days are not eligible for any sort of exchange or replacement.

Issues with clothing items must be reported within 7 days of a package being delivered.
We do not offer replacements for products damaged through wear & tear.

All sales here are final. Thanks for your understanding!

** ALL FUNKO PURCHASES ARE ALL SALES FINAL. No cancellations or returns/exchanges are permitted **

Any merchandise purchased from our site will be shipped by a third party carrier. As a result, title and risk of loss or damage for such merchandise will pass to you upon our delivery to the carrier.

Replacements are only considered for figures that have clear manufacturer defects (IE: missing eyes, molding defects). Blemishes to packaging will not be considered as part of a damaged item.
Defective figures must be photographed and submitted to our customer service team for review within 7 days of orders being marked "delivered". We may request further photographs if necessary. You may be required to ship the item back to us before consideration of replacement.

All replacements will be at the discretion of customer support. Please be aware of the following replacement limitations:

FIGURES

We cannot control slight manufacturing variations and are not able to replace items based on these variations, including but not limited to minor paint flaws or figure positioning. Blemishes to packaging will not be considered as part of a damaged figure.

PRODUCT PACKAGING

We design our packaging to protect the collectibles inside, and we do not seal our boxes for this very reason. We encourage you to take your Pop! figures and other products out of the boxes to enjoy them! Even if you choose to keep your figures in the boxes, we are not able to replace packaging.

BLIND FIGURES OR VARIANT ITEMS

Some boxes are shipped with blind boxes or variant items inside. All blind boxes and variant items are shipped at random, including replacements. If we replace a blind or variant item, we cannot guarantee that you will receive the same variant as in your original shipment.

Due to the nature of these items and their imported nature, all sales are final and no refunds or exchanges are permitted regardless of factory blemishes or imperfections.

• Preorders are not eligible for cancellation.
• Please note the plush generally include a free sticker, but sometimes those stickers get lost during the packaging process and therefore are not guaranteed. These are not eligible for replacement, refund, or exchange.
• Please be sure to thoroughly check listings and details before purchase. Should you have any questions or concerns about a product, please contact us via email prior to purchasing.
• Unless otherwise stated in each listing, Taito Chax products are sold individually.
• These plush are collectors items are not to be played with or treated as children's toys. These items are not intended for those under the age of 15. By purchasing, the buyer agrees to and understand the nature of these products.
• Due to the manufacturing processes, variations and colors may vary from the photos shown. Distortion of features can be fixed by pushing and scrunching the fabric and polyfill to help regain shape.
• Some releases may be compressed during shipping and to help save space will remain compressed until their final destination.
• Taito / Chax Products are 1-time releases. Because of this these items are considered limited edition, and once sold out do not restock.

By purchasing these items, you acknowledge our ToS & Policies for this item.

Should your item arrive with significant damage from transit (such as being crushed or ran over by the carrier), please contact us within 72 hours of your package being marked delivered. Please keep all packaging and provide photographs.
In the event we are unable to provide a replacement from said damage, we will issue a refund for the product amount minus shipping fees.

For more information about "Smishing" scams, please read more information below.

USPS scams usually start with a fake text message about a delivery issue, with a request for personal information, a re-delivery fee, or a link to a scam website. If you receive a USPS text message like this and you aren’t expecting a delivery, it’s likely a scam. If the text includes a visible link, please be sure the web address is authentic. If you are not sure, please check the USPS website, or UPS website and ask for their verification.

If you have received an SMS / Text notification claiming your package is being held / is undeliverable as addressed and is requesting you to click on a link to pay additional fees, or to fix your address: DO NOT CLICK IT!
Please report the text and caution friends & family as this is a growing method of scams these days.

Gloomy Team will only ever contact or notify our customers through E-Mail or through our website in regards to packages that may have been returned to us. Only in very rare circumstances do we reach out via telephone, and if we do, we NEVER will initiate without first notifying you of who we are and the purpose of our contacting you.

By default, all sales are final with our store. However, sometimes mistakes happen and we want to do our best to help.
If you need to edit/change your order please send us an email right away at support@gloomybearstore.com. This does not guarantee your order can be changed or edited.

Cancellations are not permitted after 1 hour of orders being placed.

Funko Pop Orders cannot be cancelled. All sales are final. For more information, please check the Funko Pop Item Policies in our FAQ!
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Please note our team may not be available after 5PM CST M-F, and any requests to change your order may not be received until the following business day and depending on the items purchased, may already be submitted for processing and cannot be edited further.

In addition to the above, most apparel goods / print on demand items cannot be changed or cancelled after being placed, so please bare this in mind when contacting us in addition to the above note about our availability for adjusting orders! 

Gloomy Team Customer Service Hours:

Monday-Friday*: 9:00 AM-5:00 PM CST
*Availability varies. Orders are not processed or packed on weekends.

We currently ship within the USA, Canada, UK, France, most of EU, Australia, New Zealand, and many other areas. Some items may not be able to ship to certain Countries due to postal restrictions.

As of April 2023 we are happy to announce we are resuming shipping to Germany!
As of April 2023 we have had to suspend shipping to Brazil until further notice. We sincerely apologize for the inconvenience caused.

Not sure if we ship to your Country? You are welcome to email and ask!

Email: support@gloomybearstore.com

Currently, Gloomy Bear Store is unable to collect VAT at time of purchase.

Customers outside of the USA should anticipate Customs Fees & VAT being collected at the time of their package being received prior to delivery. For information on what your Country's VAT rates are, please contact your local customs office.

Canada, and Australia, and other regions may still be charged import taxes upon their packages arriving to their Country and will be due by the Customer. These are not fees collected by Gloomy Bear Store.

Failure to pay import taxes may result in your items being returned to us, and we will not be able to refund the shipping fees for orders affected.

Most of our items ship direct from within the USA.

Our Team Processes & Packs most orders M-F from 9:00 AM - 5:00 PM CST. Please allow between 1-5 business days (on average) for in-stock items to be packed and shipped.

• We do not currently offer any expedited processing services. Please take note that purchasing 'priority' shipping does not expedite processing times.

Order inquiries with tracking numbers older than 30 days are unable to be investigated. Please contact us if your tracking number shows no movement for more than 7 consecutive business days. For International Packages, please contact your local post office for further inquiries of your tracking number, as we are unable to do this on our end in the USA.

Order inquiries with tracking over 30 days will be deemed successfully received, and ineligible for replacement or exchange.

Due to the speed of international mail, please allow at least 4-5 weeks for delivery. Because of COVID-19, this process can be longer. Please remain patient!

For Made To Order Merchandise:
Typically distribution happens to the facility closest to your location. Most items ship within 2-5 business days.

Imported Goods:
Items arrive within the USA typically within 1-2 weeks!

*NOTE ABOUT USPS*

Please be patient with the postal service! If your tracking shows no movement or update in 12 business days, please feel free to reach out to us and we will look into the matter!

As of January 1st, 2023, we are being notified of shipping rates being unusually high.

We want to assure our Gloomies that we are actively investigating this issue with our fulfillment partner, and doing all we can to find work-arounds in the meantime.

However, sometimes these rates are very off-putting and confusing.

First, we want to help give insight for some of the issues, which cannot be avoided. We fulfill items from multiple locations and warehouses, and in the event an order contains items from those split locations, the shipping fees need to be collected to cover multiple packages. We are working on consolidating our locations, and ask for patience and understanding while we do so.

If your cart shows a very high rate and you are within the USA:
Please email our customer service with a screenshot of your cart contents. We will help guide you on how you should proceed with your order.

If you are attempting to order large and heavy items (such as the Onesie, or 18" plush), it's encouraged to buy those separately.

We sincerely apologize for the inconvenience in the meantime, and we are actively working on fixing the problem.

Yes! All of our merchandise is 100% authentic and 100% licensed! Depending on the product, it may ship from one of our distributors from either the USA or Japan!

If you are missing an item or have received an incorrect item with your order, please contact us including the following information:

• Order number
• Wrong item received (picture of item is required for clarification purposes)

For Orders with Damages/Defects, please note our FAQ and Policies on select products such as Funko & Plush goods.

 If your item appears to have a manufacturing defect (e.g.: misprinted, hole in fabric, etc.), please contact us at support@gloomybeartstore.com and make sure to include the following information:

• Order number
• Defective item
• Description of the defect(s)
• Picture of the defect(s)

If your tracking shows that your package was returned to us, we will contact you once it arrives back in our hands. Please be sure to look out for an email from us (sometimes it goes to your spam folder!). Alternatively, you may reach out to us first as it may help expedite the re-shipping process.

For any package returned due to our own mistake (such as failure to adjust addresses upon request etc), we will ship the package back to you on our behalf.

However, for all other returned packages (incorrect information provided at checkout such as missing apartment numbers), we will need to collect shipping fees to send it back out to you, as the postage for the initial shipment was used and cannot be re-applied.

The Gloomy Bear USA Team is based in the USA.

99% of order fulfillment and customer resolutions take place within the USA!

We strongly recommend washing by hand and hang drying to best retain the original quality of the print and fabric. Be sure to fold the garments inside out prior to washing, and washing with cold water and drying on low heat!

Most apparel comes with care instructions. Please be sure to follow the care instructions closely.

Please be sure to read any pre-order listing closely for important information in regards to arrival/shipping!

As nearly all of our pre order items are imported, we are at the mercy of waiting for shipping couriers to deliver the merchandise to our distribution locations. We kindly ask for your patience if you are to place an order for one of these items! We assure you though, we will process your order as quickly as we can once the merchandise arrives!

For New Orders (mistake of address entry etc):

Please be sure to absolutely double check your shipping address BEFORE finalizing your order. Updates to addresses are not guaranteed!

Just send us an email at support@gloomybeartstore.com with your name, order number, and your correct shipping address within 15 minutes of your order being placed and we should be able to fix it. Please take note of our hours of operation, as this plays a large factor in our ability to help fix incorrect addresses on orders!
Customer Service Hours:
M-F: 9:00 AM-5:00 PM CST

For Orders Already Processed For Shipment/In Transit:
We are unable to change or edit your order including the shipping address. If the order ships to an invalid address, we will have to wait for the order to be rejected and returned to our fulfillment partner before re-shipping of the item.

For Pre-Orders:
You are able to update and change your address at any point up until your order is marked shipped. Please be sure to email us as soon as possible if an adjustment to your address is needed.

Please note our team may not be available after 5:00 PM CST Monday-Friday, and requests to change your order may not be received until the following business day, which may negate your eligibility for updating/correcting your address.

*Note: Select apparel / made to order items may process for shipping overnight, so it's important that you provide the correct address before placing your order. We cannot guarantee 100% that an address request will go through on select items.

All orders are packed with Love from Gloomy (and team)!

Currently, we are not able to offer special services such as gift wrapping or special gift messages.
Any requests for special notes from Gloomy or special gift wrapping will be ignored. We apologize for that!

Email us direct at support@gloomybearstore.com! Thanks!