Orders are currently subject to a fulfillment delay of 1 week.

Support

Have an issue that you need fixed? Check the FAQ below, or you can contact us and we'll get you squared away!

  • We are based out of Tucson, Arizona in the United States. We ship most domestic packages through the USPS or UPS, and internationally via DHL or FedEx. The further you live from Arizona, the longer your package may take to arrive.
  • Fangamer is closed on weekends, holidays, and other rare occasions. We may post a notice on our website if orders will take longer than usual to ship.
  • If you have an issue or concern about a delivery, please contact your local post office or courier.
  • Requests which require shipment of a physical item (including replacements and exchanges) may take up to a week to fulfill. We appreciate your understanding.

FAQ

Order Changes & Cancellations

If your order has not yet been fulfilled, we can cancel your order and process a complete refund to your original payment method or as store credit. To submit an order cancellation request, please contact us.

We unfortunately cannot cancel orders once they have shipped. You may want information on a return instead.
If your order has not yet been shipped and you'd like to change the shipping service, please contact us and we'll be happy to assist!
If your order has not yet shipped and you need to correct or alter your shipping address, please contact us with your complete updated address so we can help!

In most cases it's not necessary to cancel an order to change the shipping address. This may only be necessary in the case of very wrong addresses, for example if the country is wrong so you've ended up with domestic shipping instead of international.
We cannot change the billing address or billing method once your order is placed. If there's a small error in your billing address but the payment has cleared, no need to worry! Everything should be good.
If your order has not yet shipped and you need to remove an item (or items), but don't want to cancel the whole thing, we can help! Contact us.
Unfortunately we cannot add items to an order once it has been placed. You'll need to place a separate order, or we can cancel your order so you can place a new single order with everything you'd like included. If you need to cancel your order for this reason, just contact us for further assistance.
Unfortunately due to technical limitations we cannot combine multiple orders placed separately. However, we can cancel your multiple orders so you can place a new single order with all items included, if none of your orders have shipped yet. Contact us for assistance!
Sorry to hear that! If your order was not completed successfully and you were not provided with an order number, it's likely that payment has not been collected and what you're seeing on your statement is an authorization hold . This should expire and be refunded to your account after a few days. This typically happens when an order fails completely due to payment problems, but you may sometimes see an additional authorization hold if you make an initial failed payment attempt with one payment method followed by a successful payment through a different method.

Here's how to place an order if your billing and shipping addresses are different:

During the checkout process under “Billing address”, there are two options to pick from. The default option is “Same as shipping address”, and the other option is “Use a different billing address”. What you’ll need to do is select the “Use a different billing address” option, and then enter the billing address that is associated with your credit card. Please note that the billing address is only used for payment authorization, and the shipping address is where your items will actually be sent to. 
If you did receive an order number and have been charged, but have not received an order confirmation email, it's possible you're having trouble receiving our emails or you may have input the wrong email address during checkout. If your order confirmation isn't hiding in a spam folder, please feel free to contact us with your order number so we can make sure your contact information is correct.
If or when a product will be restocked varies from product to product! If there's no restock date on the product's store page and you would like more information, please feel free to contact us.

Shipping Problems & Information

Your shipping options and fees will be calculated automatically during checkout before you need to pay.

To calculate your order's shipping fee, you can add all of the items you'd like to purchase to your cart, and then proceed through the checkout process and enter your full shipping address. In the next screen (before you enter your payment information), you'll be able to view all available shipping classes and their prices.
During periods of normal order volume, there's typically 1 to 3 business days fulfillment time after orders are placed before they ship. (Shipping time--the time your package is in transit after it ships from our warehouse--varies by shipping class; an estimate is typically provided when you select your class at checkout.)

Around the holidays and other busy periods, there may be an additional delay. If there's a notable delay, you'll see a delay notice on the Fangamer store and during checkout.

Please note that our mailroom is closed on weekends and holidays.
Once your order ships, you'll receive an email notification with your shipping information. If there's been an unusual delay and your order hasn't shipped out yet, please feel free to contact us with your order number for more information.
Transit times will depend on the shipping class you choose and whether or not the courier is experiencing delays:

Domestic/US orders 

  • Standard may ship via UPS Ground or USPS depending on what is fastest and most affordable for your shipping address. These packages usually arrive in 2 - 6 days.
  • Priority Mail is a faster shipping class offered above Standard in some instances. These packages usually arrive in 2 - 3 days after being shipped.
  • Media Mail is a special shipping option for orders that only contain books or music. This shipping class can take between 10-14 business days.
  • UPS Next Day Saver and UPS 2nd Day are very expensive and fast. These packages usually arrive overnight or 2 days after being shipped, but may sometimes take additional days for delivery. There may be 1 to 2 business days fulfillment time depending on when the order is placed. Delivery may take longer if your shipping address is located farther away from a major hub, and delivery may be delayed due to weather or other shipping complications. We cannot guarantee when packages will arrive and do not offer refunds if it does not arrive in any specific timeframe. Any timeframe provided on our checkout is an estimated average, not a guarantee. UPS does not pick up or deliver packages on weekends or holidays.

International Orders

  • DHL packages usually arrive within 2 - 6 weeks. DHL will normally utilize your local postal service, but for some countries DHL may hand off the package to another courier. Please refer to DHL's tracking website to see who will be handling the final delivery of your package.
  • FedEx International Priority and FedEx International Economy usually have a transit time of 2-5 days, but we cannot guarantee delivery times. 
Sorry about that! Please contact us with your order number and a photo the item you received in error and we'll be able to sort things out.
Sometimes orders are shipped in separate packages. You'll be able to tell because the contents of the package should be noted by the order number, and you'll receive separate shipping confirmation emails which will note which items are included in each shipment. 

If an item is marked as included in a package and is not, or if it is not shipped at all, please contact us and we'll get the missing item shipped out as soon as possible!
If you receive a product which has been damaged during shipment, or has a defect not included in the list of small variations in our product condition policy, please contact us within 30 days of when your order shipped with your order number and a photo of the issue and we'll be able to assist with a refund or replacement.
Please contact us to submit a damaged item report and include photos of the issue if possible. We may be able to provide a replacement sleeve if we have any available. Otherwise, we can provide a partial refund.
Your local postal service may have accidentally delivered the package to the wrong apartment, neighbor, or front desk or mailroom (if applicable). You may want to check with those places first, and then give your local post office a call (as they may be holding the package). Please review your provided shipping address as well to see if there are any errors, or omissions of details such as an apartment number.

Packages typically turn up within about a week, but it is also possible that it may have gotten lost in the mail, or potentially stolen. Please note shipping fees are non-refundable once an order has shipped. If none of these steps help and your package doesn't turn up within a week of when it was marked as delivered, please contact us.
It's likely your package has been returned to sender, as Fangamer is located in Tucson and being returned to sender is often treated as a delivery in tracking.

Please see the "package is being returned to sender" section for more information.
Unfortunately there are a number of reasons your package may have been returned to sender by the postal carrier. The most common reasons are problems with the shipping address rendering the package undeliverable (for example, the omission of an apartment number), or for international orders in particular the package being held for collection and not being picked up before the collection period expires.

If your package is being returned to sender, please contact us and we'll be able to arrange a re-shipment or refund of the items (we do not process refunds for the shipping fee). Please note that you will need to pay shipping fees for a re-shipment. If we've already received the Return to Sender package, we may already have emailed you to let you know!

Returns & Exchanges

Returns must be in good condition. Dirty items, broken items, items with sewn tags removed, and items with stains or damage are unacceptable for returns.

If you received an incorrect or damaged item, you don't need to process a return: instead, please see the 'Received wrong item' or 'Received damaged or defective item' FAQ sections.

For returns, please contact us within 30 days of when your order shipped. We can only refund the cost of the item; we will not refund the cost of shipping. You will need to pay the shipping costs for your return.
We're happy to offer exchanges for apparel as stock allows! We may also be able to offer exchanges for other items depending on the specific item. If you received an incorrect or damaged item, you don't need to process a return: instead, please see the appropriate section above.

For an exchange, please contact us within 30 days of when your order shipped. You will need to pay the shipping costs for your exchange.

Policies

We are based out of Tucson, AZ in the United States. We ship most domestic packages through the USPS or UPS, and internationally via DHL or FedEx. The further you live from Arizona, the longer your package may take to arrive.

Fangamer is closed on weekends, holidays, and other rare occasions. We may post a notice on our website if orders will take longer than usual to ship.

We cannot guarantee specific delivery dates, and we do not offer refunds for shipping fees if packages are delivered later than expected. Any option labeled "Next Day" or "2nd Day" simply refers to the exact name of a service provided by a carrier and not a delivery guarantee. If you're in a hurry to receive an order, please contact us and we'll do our best to get it shipped off ASAP!

Domestic Shipping

All of our domestic (US) shipping classes offer tracking, but vary in price/speed:
  • UPS Next Day Saver and UPS 2nd Day are very expensive and fast. These packages usually arrive overnight or 2 days after being shipped, but may sometimes take additional days for delivery. There may be 1 to 2 business days fulfillment time depending on when the order is placed. Delivery may take longer if your shipping address is located farther away from a major hub, and delivery may be delayed due to weather or other shipping complications. We cannot guarantee when packages will arrive and do not offer refunds if it does not arrive in any specific timeframe. Any timeframe provided on our checkout is an estimated average, not a guarantee. UPS does not pick up or deliver packages on weekends or holidays.
  • Priority Mail is a faster shipping class offered above Standard in some instances. These packages usually arrive in 2 - 3 days after being shipped.
  • Standard is an inexpensive, moderately fast option for any order. Standard may ship via UPS Ground or USPS depending on what is fastest and most affordable for your shipping address. These packages usually arrive in 2 - 6 days. (Book orders may take a couple of additional extra days to arrive.) If your order needs to ship specifically through UPS or USPS please state this in your order comments to the mailroom and contact us to let us know.
  • In some rare instances, Free Shipping, usually labeled as Standard with zero cost, may take an additional 3 - 5 days to arrive.

International Shipping

We ship international orders to almost anywhere in the world! Here's an explanation of our international shipping classes:
  • FedEx International Priority and FedEx International Economy are more expensive, very fast, and offer detailed door-to-door tracking. These packages usually have a time-in-transit after shipping of 2-5 days, but we cannot guarantee delivery times. The cost typically includes customs and duty so this may help avoid hidden fees when your package arrives. Packages sent this way are signature-required and cannot be sent to PO boxes. Priority is a little more expensive and slightly faster.
  • DHL is inexpensive, medium-to-slow speed and includes tracking. These packages usually arrive within 2 - 6 weeks. This shipping class is usually very reliable. DHL will normally utilize your local postal service, but for some countries DHL may hand off the package to another courier. Please refer to DHL's tracking website to see who will be handling the final delivery of your package.
  • Some countries and weight classes may offer other rare classes, please contact us for any questions!

WARNING: If your order is lost in transit, we will re-ship it once at no charge or offer a refund for the cost of the merchandise. If it goes missing twice, we will not replace it a second time, as this indicates an issue with the address or the local postal service. The best way to prevent lost or returned orders is to ensure your address is correctly formatted, is not missing any apartment or unit numbers, and to make sure that it isn't waiting for a customs payment. Once the package has arrived in your country, DHL will create a new tracking number that will also work through your local postal service's tracking (if applicable) and they may have more detailed tracking information available than DHL's tracking.

Shipping Discounts


We occasionally offer free or discounted shipping options as part of a promotional sale. If you choose a free or discounted shipping option, we will ship your order via the Standard shipping class. These shipping options can sometimes be slow, and may take up to a week or more to deliver. If you need your item in a hurry, please upgrade to UPS Next Day or 2nd Day.

Orders with free/discounted shipping will not ship until all items are available. This means that your order may be delayed if you've purchased 'preorder' items or 'made to order' items. You can avoid this in one of two ways:

  1. Place two separate orders -- one with the stuff you want now, and one with the stuff you don't mind waiting for.
  2. Choose a 'regular' shipping option (any option without 'free' or 'discounted' in the title) and we'll split-ship it for you as detailed below.

Split Shipping


  • If an order contains a preorder item, the order will only ship when all items are ready. (Please order preorder items separately if you would like your other items sooner.) 
  • Larger orders may be split shipped into two Standard packages if the contents of the order don't easily fit together, they might damage each other in transit (e.g. a book shipping alongside a rolled poster), or the shipping costs are cheaper compared to one package.
  • Orders with Express shipping  will not split, and will only ship when the entire order is ready.

If you've got any questions, concerns, or would like your items faster, email us at orders@fangamer.com

Since most of our merchandise is handmade, it’s common for small things to be out of place. Here's a non-exhaustive list of things that you shouldn't be too surprised to find in our:

Shirts & Apparel
  • Flecks and minor variations in the print.
  • Variations in the fabric color. Sometimes, especially for large/small/womens sizes, we have to use different brands.
  • Stray shirt threads.
  • Sticky residue. This is from the light adhesive our printer sometimes uses to keep the shirts from shifting during print — it washes off easily.
  • Gaps or buildup in the ink when printed on/around seams.
  • Faint chemical smell. This is a result of the discharge printing inks — it's gone after the first wash.
  • Small spots of discoloration or dust on the shirt. This is usually from the printing press and, like everything, generally washes right out.
  • Two different shirts of the same size being slightly larger or smaller than each other.

Posters
  • Slightly bent/worn edges on posters. We do our best to keep them clean, but shipping can be a little rough.

Books
  • Gaps or tears in shrinkwrap.
  • Minor bending of the dust jacket, especially at the top and bottom of the spine, which does not leave noticeable creases.
  • Excess glue on the front/back pages (this can be an artifact of the binding process).
  • Minor print or paper irregularities.

Vinyls
  • Gaps or tears in shrinkwrap.

Physical Games & Collector's Editions
  • Gaps or tears in shrinkwrap.

Pins & Keychains
  • Minor scuffs or small bubbles only visible close up.
  • Slight variations in the alignment of printed colors on designs with printed colors.

Drinkware
  • Minor flaws in glazing (including tiny bubbles or rough spots).

Plushes
  • Stray threads
  • Some variation in shape may occur as stuffing can shift within the plush. It's typically possible to give the plush a good squeeze and mold things back into place.
  • Slight variation in the placement of embroidered details.

Other
  • Minor chips or spots on handmade products such as figurines.
  • Minor variations in paint on hand-painted items such as figurines.
  • Slight variations in coloration of an item, especially across different production runs.

SHIRTS 

We recommend that you wash your Fangamer apparel inside-out, with like colors, in cold water. Tumble dry low heat, no bleach, no ironing. If worn frequently, we also recommended washing on a gentle cycle.

JACKETS & HOODIES

 
Wash and dry the same as shirts (inside-out, like colors, cold water, low heat), zipped up, along with other garments to reduce zipper pull damage. If your jacket has a custom zipper pull, consider taking it off before putting it in the wash.

MUGS 


Our custom-made mugs are heavy duty, but if you want them to last a long time you may consider washing them by hand and avoid microwaving. This is especially important for our color-changing mugs, as exposure to constant high heat can remove the color changing ink much faster. 

PLUSH TOYS


Plush toys that have internal components such as wire armatures (like the Grimm Plush), magnets, or electronic components are not machine washable, and we only recommend gently cleaning the surface with a damp, soapy wash cloth. Think the kind of soap you'd use to wash your hands, rather than a harsher detergent.

For plush with no internal components, we still recommend surface-wash only, as a washing machine might be a bit rough and could cause damage or lumpy stuffing. If that doesn't do the trick, you could give the plush a soak in warm water with mild soap and letting it air-dry.  If it's really dirty and even that doesn't get it clean enough, you can put the plush into a washing machine on the gentlest settings, then let it air dry. We suggest this as a last option, as this does come with the risk of damaging the toy. 

Items which are broken, torn, stained, do not function, or are otherwise reasonably damaged in ways that fall outside the product condition variations described above may be eligible for a replacement or refund. If you've received a damaged item, please contact us within 30 days of when your order shipped for assistance.  Also if you can, please provide a clear photo of the damage on the product you received. 
Pre-orders are charged at the time of purchase, not when the order ships. Some pre-orders may be required to be ordered separately from other items. If you need to cancel or change a pre-order, please contact us as soon as possible. 

If an order contains a preorder item, unless otherwise noted, the order will only ship when all items are ready. Please order preorder items separately if you would like your other items sooner.
If an item in your order is oversold and not available, we'll contact you to provide you with more information. We'll typically be able to offer either a substitution or a refund for the item, although in some cases only a refund may be possible.
Some items are limited on a per-customer basis. This lifetime limit is per-customer and we may automatically cancel and refund orders if you order over the allowed amount. A single customer drop-shipping to multiple addresses also counts towards this per-customer limit.

Some items are limited to sale in certain territories and we will enforce this limitation.
Fangamer reserves the right to update and change this Shipping / Return Policy from time to time without notice.

Any written agreement, contract, or invoice supersedes these general website terms if provided.

Read our Privacy Policy regarding our protection of your personal data.

Fangamer, in its sole discretion, has the right to suspend or terminate your account and refuse any and all current or future purchases, or any other service from us, for any reason at any time, including no reason. Examples of possible reasons include:
  • Violations of this Shipping / Return Policy, including violations of a products with a per-customer limit.
  • Violations of our Privacy Policy.
  • Chargebacks.
  • Fraud and other illegal acts.
  • Verbal, physical, written or other abuse (including threats of abuse or retribution) of any Fangamer customer, partner, employee, member, or officer.

Where applicable, we may not provide a full refund for suspended or terminated accounts or orders. For example, if we rendered some non-refundable services or products to you.

You are responsible for maintaining the security of your optional account and password on Fangamer. Fangamer cannot and will not be liable for any loss or damage from your failure to comply with this security obligation.

The failure of Fangamer to exercise or enforce any provision of this Shipping / Return Policy shall not constitute a waiver of such provision. No waiver by Fangamer of any breach of this Shipping / Return Policy shall be a waiver of any preceding or succeeding breach. No waiver by Fangamer of any provision under this Shipping / Return Policy shall be construed as a waiver of any other provision. Unless otherwise stated, a waiver by Fangamer of any provision of this Shipping / Return Policy shall only be on a per-order basis, and the full Shipping / Return Policy shall be enforced for any preceding or subsequent order.
There are only a handful of instances in which our customers have to pay taxes or additional fees beyond our shipping costs:
  • Residents of some US states may be required to pay sales taxes. If you're in a state with origin-based sales tax where we sometimes sell at an event, you may see another city's sales tax listed during checkout.
  • Some of our shipping methods internationally are considered to be shipped "DDU", which means we do not pay customs or duties and you may be charged this to receive your order. You have to pay these fees when you get your package, so please be aware of your country’s tax policy before you order. We cannot mark shipments as gifts. Fangamer is not responsible for any additional taxes, fees, logistics, or other additional charges required by your local government or delivery service to receive your package.
  • Some shipping methods may offer some or all prepaid customs charges included in the cost of transportation to avoid long lines at a postal office and extra fees. Certain shipments, such very large orders or packages to certain countries, may be ineligible for pre-paid customs charges, require additional fees, additional identification, and/or require you to pick the item(s) up in person at a certain facility. Fangamer is not responsible for any additional taxes, fees, logistics, or other additional charges required by your local government or delivery service to receive your package.
  • IF YOU CHOOSE PREPAID CUSTOMS: The goods will be imported on behalf of the consignee/ebuyer. The consignee authorizes Fangamer to import the goods on his behalf. Further, the consignee/buyer agrees that Fangamer may delegate the obligation to import the goods on his behalf to a subcontractor. The consignee will pay the taxes & duties in addition with the purchase price of the goods.

Contact Us

Need more help, or need to contact us?

Email us at:

orders@fangamer.com

If you need to mail us something, here's our address:

Fangamer
5055 E Speedway Blvd
Tucson, AZ 85712United States

Please note that our office is closed (and therefore we're not around to chat or answer emails) on weekends.