- *NEW* Why Are My Shipping Rates So High?!
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.
We are investigating an issue with certain items causing a high rate of over $80+ within the USA.
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.
- Funko Pop Item Policy
** 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:
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.
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.
- Do you ship to my location?
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 July 2022 we are temporarily unable to ship to Germany due to the recent LUCID Act. We are working on gaining our permit to resume selling to this Country and apologize for the inconvenience caused.
Not sure if we ship to your Country? You are welcome to email and ask!
- Customs Charges, Duties & Import Taxes
As of June 2022, we now collect VAT for EU and UK.
If you are part of the EU, your VAT is collected at time of purchase, and you should not be charged those fees upon your package arriving to your Country.
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.
- What if I need to cancel/edit my order?
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 firstname.lastname@example.org. This does not guarantee your order can be changed, however.
Funko Pop Orders cannot be cancelled. All sales are final. For more information, please check the Funko Pop Item Policy above.
Please note our team may not be available after 5PM CST, and requests to change your order may not be received until the following business day. Requests to edit/change/cancel orders are not acknowledged on Saturdays/Sundays.
We cannot honor certain order cancellation requests if they are received more than after 1 hour of being placed. In some cases (preorders for example) we can cancel at any time up before the order is processed for shipping.
In addition to the above, most apparel goods / print on demand items cannot be changed or cancelled after 1 hour of 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 Hours of Operation:
Monday-Friday*: 8AM-5PM CST
- My Order was marked Delivered, but isn't here..
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 addition, please be sure to check the shipping address you provided at checkout, and verify the information you provided to us is correct.
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.
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.
Special Circumstances For Package Replacement (Domestic only):
If you are able to confirm with your post office that the package was incorrectly delivered to the wrong address (per the fault of the carrier), please contact us and we will see what we are able to do for a replacement of your order.
Please note that a formal document will need to be issued with a signed signature from the USPS manager, including a GPS scan report that shows the package was delivered to a destination different from the recipient address. This only applies to orders shipped with USPS. The customer will be required to obtain this information and send a copy of the documents to us via email.
Thank you for your understanding.
- Are your items authentic (plush, stickers, etc?)
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!
- My package was returned to sender, what do I do?
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!).
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 etc), 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.
- Where is your company based?
The Gloomy Bear USA Team is based in the USA. 99% of order fulfillment and customer resolutions take place within the USA!
- How should I care for my garments?
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.
- I pre-ordered an item, when will it ship?
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!
Pre-orders are able to be cancelled as long as the order has not already begun to process.
- How long does it take to get my items?
Most of our items ship direct from within the USA. We process and pack orders Monday-Friday from 8AM CST thru 5PM CST. Please allow between 1-5 business days (on average) for your in stock items to be packed and shipped. We do not currently offer any expedited processing services.
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 Print on Demand merch:
Typically distribution happens to the facility closest to your location. Please give between 2-5 weeks for your items to arrive (usually it's less than that)!
Depending on the item, some plush will ship from within the USA and others from our warehouse in Japan! Approximately 1-5 weeks!
Imported/In Stock Merchandise:
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!
- What if I make an order and need to change my address?
For New Orders (mistake of address entry etc):
Please be sure to absolutely double check your shipping address BEFORE finalizing your order.
Just send us an email at email@example.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. This is not a guarantee, however, and many factors may affect our ability to do so.
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.
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 5PM 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 / print on demand 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.
- How do you handle Returns/Exchanges?
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.
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.
If your order arrives damaged, please contact us within 7 days of your order being marked delivered.
Orders (that are marked delivered) older than 7 business days are not eligible for any sort of exchange or replacement.
All sales here are final. Thanks for your understanding!
- What if I have Incorrect/Missing/Damaged items?
If you are missing an item or have received an incorrect item with your order, please contact us including the following information:
Wrong item received
If your item appears to have a manufacturing defect (e.g.: misprinted, hole in fabric, etc.), please contact us at firstname.lastname@example.org and make sure to include the following information:
Description of the defect(s)
Picture of the defect(s)
- Do you offer special services (IE: Gift wrapping, gift messaging?)
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!
- Any other questions?
Email us direct at email@example.com! Thanks!