SHIPPING POLICY

Why did we change?  We used to use Stamps.com.  We have had problems with the USPS in terms of delivery, package tracking and lost packages.

At this point we will keep our shipping rates the same even though we are upgrading our services using UPS!!

• AndGor Toys uses the United Parcel Service (UPS) as it's primary shipping company.  We ship ALL packages to US destinations via UPS Ground as standard operating procedure. UPS Ground is NOT a guaranteed date delivery service although the commitment from the UPS is 2-5 working days.  The UPS does insure packages as a standard up to $100.  Additional insurance is available at the rate of $0.35 per $100 of insurance.  It is the customer's responsibility to request that insurance be added to the package if so desired.
•  International packages are sent via UPS International Service using as standard procedure.  We use the expedited service where available which guarantees delivery in 5 days maximum.  If you want to us EMS through the USPS we will provide that service at a service charge of $5 and then the shipping cost.
• AndGor Toys will ship using other carries such as FedEx and USPS upon request and at additional cost to the customer unless otherwise specified by the management at AndGor Toys.
• AndGor Toys ships all packages using UPS within 48 hours of order confirmation.  Depending upon the arrival of shipments, our standard ship days may change with out notice.
• AndGor Toys WILL ship via other carries or with expedited shipping at the customer request for an additional charge.  These requests will be handled on a case by case basis.
• AndGor Toys WILL hold items for customers and combine items for reduced shipping costs.  This service will be provided FREE of charge ONLY if the items on hold are already paid in full.  This service must be requested in writing by the customer at the time of order or prior to the shipment of the items.  If order combining is not requested items will ship out as they are received with no special attention paid to combination of orders.

• AndGor Toys shipping charges are as follows:
• $6.00 for First Figure Shipped
• $2.00 for each additional Figure Shipped
• Smaller items will be shipped based on weight and can be shipped by First Class Mail if requested by customer.
• Each custom figure has a standard shipping charge of $10.

IN STOCK POLICY

• Items listed as "In Stock" or "Stock" actually reside at the AndGor Toys facility and are ready for immediate shipment.  This items are available for expedited delivery upon request.  
• "In Stock" or "Stock" items are subject to AndGor Toys normal shipping policy unless and alternate option has been previously arranged.
• Alternatively "No Stock" items are not present at the AndGor facility and will NOT be reordered.
• Items listed as "Backorder" are being re-ordered and should arrive back in stock soon.
• Items listed as SOLD OUT will not be replenished or replaced.

PRE ORDER POLICY

• AndGor Toys Supplies customers with a Pre-Order option that allows for the reservation of items to be released in the future.  This is provided as a NO COST service to our customers.
• A Pre-Order of an item through AndGor Toys does constitute a 2 sided sales commitment.
  1. AndGor Toys guarantees that the item you Pre-Order will be reserved in your name and shipped to you upon arrival at our store location in accordance with our normal shipping policy.  Customers can feel confident that items ordered via Pre-order will be reserved in their name and shipped accordingly.
  2. The Customer commits to purchasing this item upon it's arrival at the AndGor Toys facility.  This commitment is represented by the submission of a valid credit card number for purchasing the item upon it's arrival.
• Pre-Order items can be cancelled provided the cancellation is received in writing or email prior to the shipment of the item.  Under these terms the customer will incur no restocking charge or penalty for the cancellation.

PACKAGE AND FIGURE QUALITY POLICY

• AndGor Toys strives to supply the highest quality toys and boxes in the industry.  Each order will be filled with a product and box of C-7 to C-8 or better.  Items with  boxes ranking lower may be available for a reduced charge.
• Customers who want "Mint" or C-9 to C-10 must request this quality at the time of order placement.  If the customer has requested "Mint" item packaging, AndGor Toys guarantees that box quality when the package leaves our facility.  Any damage to the box in transit that causes damage then becomes the responsibility of the shipping company and a claim must be filed.
• Package quality or figure quality questions or problems will be dealt with on a case by case basis.

DAMAGED GOODS VIA SHIPPING POLICY

• AndGor Toys strives to provide the best quality toys and packaging in the industry.  Our guarantee is that each package and figure leaves our facility in C7 to C8 quality, higher if requested by the customer.
• AndGor Toys is NOT responsible for packages damaged in transit by the shipping company.  If insured a claim must be filed with the shipping company of record.
• It is the responsibility of the customer to request insurance on packages for protection.
• In the event of damaged contents please contact AndGor Toys to discuss options at 407-331-5890 or customerservice@andgor.com 

RETURN POLICY

• AndGor Toys goal is customer satisfaction.  We want you to be happy with your purchase.
• AndGor Toys guarantees the quality of the figure and box of the figure as laid out in the policies above.  However AndGor Toys does not guarantee the workmanship or craftsmanship of the toys.  Issues of workmanship and craftsmanship are the sole responsibility of the production company listed on the box and questions regarding those issues should be directed the contact numbers on the box.
• AndGor Toys does not warrant or will not guarantee the return of items returned in quality less than was shipped from our facility.
• AndGor Toys will not accept returns without prior written or confirmed approval.
• In the event that a customer requests a return AndGor Toys will deal with each case on an individual basis.  You may contact us at 407-331-5890 or customerservice@andgor.com 

CUSTOM FIGURE AND CUSTOM HEAD POLICY

• REFUND PROCEDURE: The deposit for an action figure is refundable IF the figure has not had any work performed on it.  If the figure has had any work done to it the cost of the work will be deducted from the deposit and the balance will be refunded.  It is up to the customer to request a refund in writing via email or US Postal Mail.  That is the only way in which a refund request will be processed.  Note: Reversal of credit card charges via NPC or your bank does not constitute a refund.  It  will be considered breech of an agreed upon contract.  Only AndGor Toys can issue a refund to the customer of the item after we have evaluated the order to determine rather a full or pro-rated refund is required.  AndGor will reverse any and all credit card reversals and charge backs so that the refund conforms to the policy stated above.
• Delivery times are an estimate based on best case scenario.  Some times do to reasons beyond our control delivery dates may be missed or items will take longer to finish than previously scheduled.  Each item is hand made and hand created...these things take time.  We try to give every order the time and quality to which you deserve.  We will work with you to insure your satisfaction.  This a delay in delivery  is not a reason for a refund of the deposit.
• The balance of the cost of a figure will be paid once the final head sculpt is approved.
• We offer several ways to help meet your specific target dates.  1) Payment in full in advance.  2) Payment of Rush Charges.  3) Specific outlined desired dates and a normal deposit when the figure is ordered at least 8 months ahead of need date.  If you do not choose to select any of the preceding avenues then your order is essentially scheduled for the earliest possible delivery date.  

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• Our standard wait time at this point is 6-8 months with some orders going past 12 months.  Each item is hand made and does not always conform to an exact shipping date. ( With regard to exact dates please see previous statements above.)

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• AndGor Toys reserves the right to choose the manner of a refund.  Whether it is via check or credit card credit.
• Credit card charge backs made by customers for deposits on custom toys or box toys will be reversed.  Any refund requests must be made via the procedure listed above.  After a formal request is made AndGor will determine the manner and total of the refund to be issued.
• In some cases AndGor Toys will offer a refund to a customer.  If the customer refuses to accept the refund of the money for a custom item then they are bound to the decision to wait whatever time frame is normal for the product to be produced.  

REFUSAL OF SERVICE