- If your issue is related to a Funko article, click here.
- If your issue is related to Trading Card Games, click here.
If you have received an item with a problem, we can help you to manage it quickly through the form provided on our website.
Remember that the maximum period to notify any incident is 48 hours from the delivery of the order.
Then, select the type of incident and follow the steps indicated.
Types of incidents
1) Damage or malfunction (transport/handling)
An item is considered damaged when it has been damaged by bumps, breakage or visible deterioration resulting from shipping or handling.
Claim period:
You have 48 hours from delivery to report it.
Necessary evidence (required):
Clear photographs of the item and packaging must be attached to process the incident:
- Photo of the complete article (front) and close-up of the damage.
- Side/top photo (if applicable).
- Photos of the outer packaging (minimum 2 sides) with the shipping label visible and legible.
- Photo of the inside of the packaging showing the protective material (paper, bubble, padding, etc.).
- Photo of the product inside the packaging before removal (if documented).
Without complete evidence or after the deadline, the incident may remain pending validation or may be considered not valid.
2) Defect (manufacturing)
An item is considered defective when it has a manufacturing or functional fault that affects its integrity or intended use (e.g. internal broken parts, missing or non-transportation defects).
Claims for defective products must be made within 14 days of delivery.
3) Incorrect item (preparation or catalog error)
An item is considered incorrect when it does not correspond to the model or reference indicated in the title, or a different reference has been sent.
Claims for incorrect items must be made within 48 hours of delivery.
Important recommendation upon receipt of order
If you detect any damage to the shipping carton, packaging or seal at the time of delivery, please note it on the carrier’s delivery note or indicate it as “pending review”, as this facilitates the validation of the case.
Incident resolution
After validating the incident, we will apply the corresponding solution according to the type of case and availability:
- Replacement (if in stock).
- Return and refund (if out of stock or applicable per case).
- Partial compensation (when the item is usable and the damage is moderate aesthetic).
- Not applicable (when the damage is slight, not verifiable or does not affect the integrity of the product).
If the item is confirmed to be damaged or defective, TCG Factory will cover the cost and shipping handling for return or replacement. In certain cases, we reserve the right to offer alternative compensation.