Read our Store Policies. Got more questions? See below or contact us:
Email us or call 802-444-1364
SHIPPING & TRACKING FAQs
Q. What actual shipping company is Economy / Cheapest / Free Shipping?
A. The short answer is, it depends. It could be: USPS First Class (US Postal Service), Asendia, or UPS Innovations (United Parcel Service). Our warehouse chooses the cheapest possible ship option for your order based on your location and the size of the order. Often the cheapest international service is the new Asendia Priority Tracked, which uses a combination of service providers including La Poste and USPS. For UK customers, for example, an Asendia package will be picked up by Asendia, handed over to USPS before leaving the US, and then handed over to Royal Mail once it gets to the UK. That means final delivery would be made by Royal Mail. Tracking updates for Asendia are usually good, but for UPS Innovations they are infrequent.
Q. My package tracking has stopped, or my package is taking a very long time to arrive. Is there a problem?
A. There is no problem, we just have to be patient. In 2021 we are seeing global delays with the delivery of all kinds of packages due to the effects of coronavirus. All mail systems worldwide are experience a "backlog" which means they have more packages coming in than going out due to a variety of factors like fewer flights and fewer employees working. All packages that have tracking numbers really are in transit and may not show any tracking updates for several weeks. There is nothing we can do about this, aside from holding your package for you at our warehouse until you tell us to release it. We will not refund or replace any package that is in transit, even after 2 months. It'll arrive eventually.
Q. My tracking shows that my international package has stopped in Chicago. Can you contact USPS to find out why it has not moved?
A. Chicago (O'Hare) is the closest international airport to our warehouse. All International postal packages travel to that airport before they are put on a plane to your country. Your package is NOT stopped in Chicago, it is most likely in your country within 3 days of passing through Chicago. There are no more tracking updates to be expected before delivery. Contacting the USPS about this will not make the package arrive faster, nor will it force the package tracking to update itself in any way.
Q. My package tracking says "Delivered" but I never received the package! Can you do something?
A. No, this is a situation you need to handle yourself. Once we have safely handed over your package to a shipping company, which happens the same day your package gets a tracking number, the rest of the process is in their hands. The only info we can see on our end is the delivery status - if your package is marked Delivered, we take that as a successful delivery. We do not contact shipping companies about late or lost packages. We do not file claims on your behalf. Please call the shipping company (USPS, Fedex, UPS, etc) and inquire with them. If you think your package may be stolen or misdelivered, you still need to contact the shipping company yourself. We do not replace or refund orders for lost, stolen or misdelivered packages. Instead we offer Route insurance protection at the time of checkout to handle and cover such instances.
Q. Can you contact the USPS about my package?
A. No. Calling or emailing the USPS will not change anything and will not make your package arrive faster. They will not be able to provide us with any more updates or information about your package. We can provide you with a phone number to call, but we cannot spend hours on hold with the USPS to talk to a representative about your package. The USPS contact page is here.
Q. Do you include VAT in your international shipments?
A. NO. Import taxes in your country are your responsibility. We pay our own taxes to the US government, and you are expected to pay your taxes to your government. If you have an issue with this, please order from a store in your own country instead.
Q. How long does UPS Priority Mail Innovations delivery take?
A. Longer than any other service. Most recent packages to the UK took 20 days to arrive. Basically, the less you pay for shipping, the slower it is. USPS First Class Mail is faster but slightly more expensive. Asendia is faster and less expensive.
Q. Do you ship to my country?
A. YES! We ship worldwide. If you don't see your country in our list when checking out, just email Benny at firstname.lastname@example.org and he will add it. NOTE: in 2020, several countries are not serviced by US Postal Service due to coronavirus-related issues, including Japan, Philippines, Brazil, South Africa and a few others that we typically service. Contact us to discuss if you are in one of those countries.
Q. Why hasn't my order shipped yet?
A. We now have a warehouse that ships every weekday, so ALL orders of in-stock items ship immediately. If your order has not yet shipped, and you have no tracking info from us, that means something in your order cannot be shipped at this time. MANY of our items are "preorders" which means you are paying for them BEFORE they are shipped to us. We cannot ship items that we don't have yet. We will ship your order in ONE box, because your shipping cost is calculated based on the size/weight of one box that fits all of the items inside. So, if your order contains both in stock items and preorder items, it will not be shipped until all of the preorder items arrive.
Q. OK so I read the above and I want my in-stock items now.
A. No problem! Message us here and we will calculate the extra cost of splitting your order into 2 boxes. You can pay the difference by Paypal.
Q. I never received an order confirmation.
A. If you checked out and paid us, you definitely placed an order and we emailed you an order confirmation with order number to the email address you provided. If you typed the email address incorrectly, our order confirmation email will not reach you. This happens frequently. Or, the email could be in your Spam or Junk folders. If you've checked those folders already, shoot us an message in our contact form and we will figure out what happened. Not a problem!
Q. Where is my package?
A. Once shipped, you will automatically receive an email with a link to tracking info so that you can track your package. Different companies and different shipping methods have different levels of tracking info. Some update frequently and are very accurate (Fedex) and some update very infrequently (UPS Priority Mail Innovations). If you chose Cheapest / Economy, and we shipped via UPS Innovations, your tracking updates will STOP once the package is handed over to USPS. There's no continuity to the tracking scans once a UPS Innovations package is handed over to USPS and leaves the country.
Q. I got a tracking number message from Tenacious Toys, but it says they don't recognize the tracking number! Help!
A. You are checking the tracking too soon. Chances are, your package is in our warehouse, and has the shipping label on it, but it hasn't been picked up by the carrier yet. Try checking the tracking number 24 hours later - it should return the tracking info at that point. FYI services like Fedex Ground do not do any pickups on weekends. If you placed your order Friday night through Sunday night, you must wait until Monday night for a Fedex Ground tracking number to start giving you info.
Q. I need to receive my order fast. What service do I choose?
A. US customers in a rush should choose one of the faster UPS options like Second Day Air. We get great rates for those services. International customers who must receive the order quickly should avoid any Cheapest / Economy shipping and opt for USPS Priority or USPS Express Mail.
Q. Is everything you sell authentic? Do you sell knock-offs?
A. I can't believe I have to write this, but YES everything we sell is authentic and sourced either directly from the manufacturers, or through legit and responsible OFFICIAL distributors. We do not ever sell knock offs.
REFUNDS & REPLACEMENTS FAQs
Q. My toy arrived damaged. Can you replace it?
A. We stand behind the condition of the toys we ship to you. If you receive and unbox your toy and the toy itself is damaged, has come apart, or has major condition issues, please snap pics immediately and message us here and we will take care of it for you. This might be a replacement, or a refund, depending on availability.
Q. My toy's box arrived damaged. Can you replace it?
A. We stand behind the condition of the actual toys themselves. Their boxes are meant to be thrown away, and as such, we cannot replace a box if it has dings or dents or scratches. Those dings, dents and scratches meant that the box has done its job protecting your new toy. No refunds or replacements are available for the boxes themselves. We will not replace an entire toy simply because the box is imperfect.
Q. But I'm a box collector! I need a perfect box!
A. Tenacious Toys is a toy shop, not a box shop. If you must have perfect boxes, please shop at a brick and mortar where you can choose the exact box you want. We understand that many of you keep ALL of your toys in perfect boxes forever, we support that decision, we just can't guarantee the perfectness of the box packaging. Funko in particular tends to ship about 20% of their POPs in imperfect boxes. If we threw that 20% of our shipment out, we'd make no money at all on any POPs. Our warehouse does a fantastic job of packing your order securely; however, that does nothing for the box collectors if the product arrives at our warehouse with dents or scratches on the box. Although it pains us to say this, the reality is that dedicated box collectors should shop offline for their products. This is the only way to ensure that the boxes are perfect when they get home.
Q. Benny, you're a jerk. I can't believe this box thing.
A. I may be a jerk, but at least I care more about your happiness than my own sales. If that makes me a jerk, so be it.
DISCOUNTS & CODES FAQs
Q. Can you send me a discount code to use?
A. No, but you can read more about how to obtain codes here.
WORKING TOGETHER FAQs
Q: Can you sell my toy?
A: Please read this FAQ about our consignment program.
Q; Can we collaborate on a toy?
A. Please read this FAQ about collaboration.
STILL NEED HELP?
Q. I read the above and I still have questions.
A. No problem! Contact us here.
Many other questions can concerns can be answered by reading our Store Policies, Refund Policies and