What do I do if I received tracking information but my box was not delivered?

Shipping or Delivery Issues

Funko shall use good faith efforts to deliver the Boxes to the designated location specified by you at the time of purchase. Title to the boxes passes from Funko to you upon shipment from Funko’s facility. Funko makes every effort to make sure that you know when your box is on its way to you, so that you can take delivery of it in good order.  See below for information on how or if we are able to address various delivery issues.

Box Lost in Shipment (before reaching carrier)

Tracking can take up to a week to update after being sent to you.  If, after a week, your tracking still shows no movement, email support.  Based on stock availability, we will either issue you a replacement box or a full refund for your order.

Box Lost in Shipment (after reaching carrier)

If your box is lost in shipment, we can help you open a claim with the shipping carrier.  If the carrier is able to provide a refund, we will either issue you a replacement box or a refund for your order based on stock availability.  Please note that, based on your country, international tracking is limited and can take a number of weeks to update.  We are not able to start a shipping claim unless at least three weeks have passed since the last tracking update.

Undeliverable or Returned to Sender

If your box was shipped to the address in your order but was unable to be delivered or returned to sender, we will either issue you a replacement box or a refund for your order based on stock availability.  Note that you may be responsible for both return shipping charges, as well as replacement shipping charges.  If Funko shipped the package to an address not in your order, we will either issue you a replacement box or a full refund (including shipping charges) based on stock availability.

Delivered

Title to the boxes passes from Funko to you upon shipment from Funko’s facility.  If your tracking shows that your box was delivered but you do not have possession, we can help you open a claim with the shipping carrier.  If the carrier is able to provide a refund, we will either issue you a replacement box or a refund for your order based on stock availability.  If the carrier is unable to assist, there is nothing more that we can do.  Note that, if you believe your box was taken by other individuals after delivery, this is also an outside issue that we are not able to assist you with.

Shipping & Handling Fees

Your initial order included shipping & handling fees for initial shipment. Funko cannot be responsible for additional fees incurred upon shipment, including:

  • Customs or duties fees or charges for international shipments
  • Forwarding or postage on delivery costs for packages shipped to the address in the order and subsequently forwarded to a new or updated address

Posted in: How It Works: Billing and Shipping