Refund policy

Returns

For new, factory sealed items, we have a 7-day return policy, which means you have 7 days after receiving your item to request a return.  To be eligible for a return, your item must be in the same condition that you received it, factory sealed in its original packaging.  Shipping costs is not refundable, including the cost paid to ship the item to you upon order, as well as shipping cost that you will incur to return the item to us.  If an item has been opened, it cannot be returned.

To start a return, you can contact us at service.superherolounge@gmail.com.

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at service.superherolounge@gmail.com. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.  Do not return a damaged item until contacting us.  Our shipping insurance requires that the claim process be completed before it's returned, so the packaging and contents can be evaluated in the state received by the customer. 

Items are shipped fully insured and any damage due to shipment will be claimed back to the carrier.  Please be patient through this process and we will need your support in providing several pictures of the packaging and broken pieces to make a claim with the carrier that will ultimately enable a return and refund of the item.  This can take a couple weeks.

For any new, factory sealed item with damages, contact us at service.superherolounge@gmail.com.  Depending on the item, we may be able to send new parts, accept a return, or offer a partial refund as compensation.

International returns and damages

International returns (from outside US) can be made according to our normal returns policy above.  Returns for damages will be evaluated on a case by case basis.  Sorry, but we do not have the ability to manage international issues in the same way as domestic.  We cannot generate return labels for international addresses which only compounds the cost issue for international returns.  Generally, for minor paint and breakage issues, we will settle a partial compensating refund to you commensurate with the issue.  If an items arrives completely broken due to the carrier, we will partner with you through the insurance and claims process to recover the loss.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Refunds are subject to adjustment for any Instant Rewards applied from our Rewards Program for any other canceled orders or returns.  Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at service.superherolounge@gmail.com.

Non-refundable Deposit (NRD) Refunds

See our Pre-order Policy. We strive to offer competitive deposits on pre-order items so you can secure your collectible with as little cash advance as possible. We use pre-orders as a demand signal to commit our quantities to distributors and manufacturers. Over ordering increases our costs, such as storage and markdowns. Because of this, non-refundable deposits are exactly that, non-refundable.