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Frequently Asked Questions (FAQs)

We understand that getting answers to your queries are super important! We stand by our customer service and want to make sure that you are super happy and know that you are our number one priority!

See below some of the Frequently Asked Questions (FAQs), and if that still doesn't answer your question you can either;

  1. Head over to our Facebook Page here
  2. Email us at popguardiannz@gmail.com and we will answer your questions there as well

Let's get started with some of our most commonly asked questions!

Q1. How does the Pre Order system work? 

A1. You pay up front for the full amount and we have an ETA in the description of the product. This ETA is estimated and it may change. 

Q2. Where is my order?

A2. We are transparent and will update you with your order at any time. If your product is delayed we will tell you straight away what the new expected date is. 

Q3. Is the date on the Pre Order confirmed or can it change?

A3. This is the initial date we are given by the suppliers. This date however may change and has done many times. This is due to many factors, but mainly manufacturer delays is the biggest. 

Q4. How long does it take to process my item?

A4. If the item is in-stock we will process your order within 48 hours. Your tracking number will be uploaded to the system within 72 hours of your order max, unless we have a large volume of orders especially around promotion periods!

Q5. What happens if I want to cancel a Pre Order?

A5. We charge your shipping as the cancellation fee. Most businesses charge this as delays are out of our control when it comes to shipping. We can however place your full amount on a Gift Card and you can use it as Store Credit. You can find out more in our Terms and Conditions HERE. 

Q6. How long does shipping take?

A6. Shipping generally takes between 2-5 business days. This however is something we cannot help and is up to the speed of our courier provider. 

Q7. Who is your courier provider?

A7. We use Castle Parcels as our preferred courier service. We also have Aramex and NZ Post as other options upon checkout.

Q8. Can you get this specific item?

A8. We are always looking to improve our store and a lot of lines we have brought in have been from community outreach! So if you have an idea of a line, or you think New Zealand is missing out on something special, please feel free to Facebook message us or email us!

Q9. Can I purchase if I am from overseas?

A9. Yes! We now ship to Australia. Countries outside of Australia and New Zealand, we do not ship too. No exceptions. 

Q10. My order has arrived damaged what do I do?

A10. First and foremost contact us! Please see our Terms and Conditions HERE to see what you need to keep and take photos of, to get the returns process underway.

Q11. I have a partial pay order from the old system, how long do I have to pay?

A11. You have a week from arrival to pay the remaining invoice that has been sent to you. If the invoice is unpaid within the week, we will cancel and refund you your deposit. 

Q12. Can I get a refund on sale/clearance items?

A12. No we do not accept returns on sale/clearance items whatsoever. This also includes any guarantees we may have (e.g. Protector Guarantee). Price matching also falls under no returns of the product, as we have lowered the price below our retail price point. 

Q13. Do you offer a "Mint Condition Guarantee" on Action Figures?

A13. Due to the nature of the product we sell and the volume that we can get our hands on, we CANNOT offer a mint condition guarantee. Suppliers (unlike ourselves) see the box as the housing to the item and that the action figure is the product you are buying, so reimbursement is not possible.

Q14. If I place an order with all in stock items, and I have a pre order that is part in stock and part awaiting for something to arrive, will my in stock items be shipped with the in stock order?

A14. ABSOLUTELY! If you have an order that has items that are in stock, and place a new order with just in stock items we will merge all the in stock items together! As long as shipping has been paid on both (or all) orders these will all be added together!

Q15. Can I collect my order?

A15. Unfortunately we do not allow pick ups. 

Q16. What is the "Local Delivery" option for shipping?

A16. We deliver it to you! Wanting something and don't want to risk it getting damaged by couriers, or wanting it straight away, this option is for you! As soon as your item is ready we will send you an email, usually within 12 hours of placing your order (if the item is in stock). If the item is a Pre Order, you will be emailed 12 hours after it is in stock, to arrange a drop off time. 

Q17. Do you keep me up-to-date on my Pre Orders?

A17. No. As we have many items up for pre order and a lot of customers we do not keep customers personally up to date with their pre orders. If a customer contacts us regarding their order however, we will certainly update you on your order!

Q18. Do I get a protector with on sale items? 

A18. Unfortunately due to the nature of sale items, we will NOT included a protector on 4" Pop Vinyl, or 3.75" action figures as these items have been heavily discounted. 

Q19. Can I have my item sent to a P.O. Box?

A19. We currently do not ship to P.O Box addresses and we will contact you if you have put down a P.O Box to have it changed to a residential or company address.

Q20. I paid for Aramex or NZ Post and it was shipped with Castle Parcels. Why?

A20. On the odd occasion, NZ Post or Aramex are not available so we use our default courier as the method of shipment. We will however refund you the difference from your order. 

Q21. I want to sell my Pop Collection do you buy second hand pops? 

A21. Yes we do! We are well known for buying collections and selling them! if you have a collection you are wanting to sell, please check out THIS page for more info!