Shipping Policy

GENERAL SHIPPING:

  • Orders generally ship Monday through Friday. During peak sales periods we often experience delays due to high volume, but additional shipping days are added to minimize the effect.
  • Orders over $50 ship free in the US (there will be rare exceptions to this rule).
  • We ship from multiple locations. If your order contains more than one item, items may ship on different days from different locations depending on the availability of products.
  • Current and catalog products ship immediately when in stock. We strive to ship new releases one to two weeks prior to street/release date.
  • Any shipment older than 45 days from the date tracking was generated will be considered closed. No refunds, reshipments, or exchanges will be honored.
  • You should not be charged more for shipping within the United States than the price you are quoted during checkout. If USPS demands additional payment upon delivery, please contact Shout with full details.
  • If you paid for insurance and need to file a claim, please visit Route. Route accepts claims for damaged items within 30 days of when the package was marked as delivered. For lost items, Route accepts claims between 7 and 30 days of the last tracking update (provided tracking was issued more than 7 days ago for domestic shipments and 20 days for Canadian shipments). For stolen items, Route accepts claims between 5 and 30 days after the package was marked as delivered.
  • If you have not received an order confirmation within an hour of ordering, please check your junk mail or spam folder. Please consider whitelisting the address info@shoutfactory.com to ensure you receive future emails (and tracking updates) about your order.
  • In the US, we primarily use USPS media mail, but some orders may ship via FedEx depending on their weight, size, contents, and destination.
  • Canadian Orders: Shipping on our site does not include import taxes, customs duties, or brokerage fees, which may be levied by Canadian customs. You may be responsible for paying those fees and taxes to receive your order. Shout has no way of determining what those fees may be.
  • Canadian Carriers: Orders to Canada are shipped via USPS in collaboration with GlobalPost and delivered to Canada Post at the US-Canada border. Orders are trackable with a Canada Post-issued tracking number once orders have been received and scanned by the Canadian Postal Service. Some orders to Canada may ship via FedEx International Ground depending on their weight, size, and contents.

 

WHEN WILL MY ORDER ARRIVE?

  • Please allow us 1-3 business days to pack your order. You should receive an email with tracking once it has shipped.
  • Please allow us 5-9 business days for delivery in the United States after you’ve received your tracking email. Canadian deliveries can take up to 2-6 weeks.
  • There may be packing delays at our warehouses immediately following sales events and/or due to inclement weather.
  • There may be shipping progress delays due to holiday mail slowdowns & weather delays.

 

PACKAGING: Orders with multiple items being shipped from the same location will likely be sent in a box. Individual items, or items shipping individually from a larger order, may be sent in a padded envelope.

 

PRODUCT AVAILABLE FOR INTERNATIONAL SHIPPING: Our titles ship in the United States and many of our titles also ship to Canada. Check the “Available in” status on each product page under the product title to see if sale to Canada is possible. We do not have the rights to sell internationally outside the US and Canada, and we cannot legally send replacement parts outside the US and Canada due to our licensing agreements.

 

SHIPPING MULTIPLE ORDERS: Shout cannot combine multiple outstanding orders. Please contact Customer Service if you have further questions.

 

SHIPPING TO MULTIPLE LOCATIONS: We cannot ship to multiple locations for the same order. Each location requires its own order.

 

ADDRESS CHANGES:

  • We may be able to make changes to a shipping address that a customer has entered if there are extenuating circumstances. In the case of pre-orders with a future ship date or backorders that have not shipped yet, we may be able to make changes to the shipping address a customer has entered. Please contact Order Support with the order number, new address, old address, and pertinent timeline to ask if this is possible.
  • Please be sure to check your shipping details prior to submitting your order.
  • We are not able to change or update any in-stock orders once an order has been placed.

 

APO/FPO/DPO SHIPPING: Shipping is available to most APO/FPO/DPO locations. Please contact customer service if you have additional questions.

 

CUSTOMER SERVICE HOURS / CONTACT: We’re a small team, so it may take us a few days to reply to your inquiry, but we’ll definitely get back to you! Customer Support is available from 9am to 5pm PT, Monday-Friday. We don’t usually work weekends and holidays, so please keep that in mind if you reach out then! Customer Service can be reached ONLY via email. Please contact us at Order Support. We do not provide customer support via telephone.

 

HOLIDAY SHIPPING INFORMATION: Please note that select national holidays may affect our office’s Customer Service hours and our warehouses’ shipping schedules.

 

GENERAL RETURNS AND EXCHANGES:

Shout! Factory strives for complete customer satisfaction. We accept unopened merchandise returns within 30 days of receipt of 4K UHD, Steelbook, Blu-ray, Vinyl, DVD, CD, and non-media merchandise (excluding Digital Content). Wearables must be in the original packaging, unworn and unwashed and be returned within 30 days of receipt. Please contact Customer Service prior to returning an item, as a return authorization number will be required.

  • Returns must be sent to the address provided by the Customer Service representative. Please be sure to include your original order number, full name, email address, physical address, return authorization number, and any other pertinent instructions.
  • Refunds will be processed after your return is received. Refunds can take up to 10 business days to come through to your payment provider after we receive your item.
  • Shout! Factory will refund the full purchase amount (including applicable sales tax but excluding shipping and handling fees). We regret that we are unable to refund any shipping and handling charges unless the return is a result of our error. The customer is responsible for the shipping charges to return item(s) and it is highly recommended that a service that utilizes delivery confirmation be contracted. Please note that Shout! Factory cannot be held responsible for items lost or damaged while being shipped for return or exchange. For items lost or damaged while being returned, please contact your carrier directly.
  • Please note that products purchased from a retail store or online retailer are subject to the returns and exchange policies of that location.
  • Items cannot be returned for exchange of a different item. Returns will only be authorized for a refund. Refunds can only be made in the original form of payment and only to the original purchaser.


REPLACEMENT:

Shout Factory is a company of fans and collectors. We know that the look and feel of our products is critical, and we really focus on the presentation from the art to the packaging materials and to the masters we use.

We are no longer handling replacement requests for products purchased from third-party retailers like Amazon, Walmart, Target, etc. We recommend reaching out to the seller who provided your product to obtain replacements, they should be able to lend some additional assistance.

On the rare occasion where there is a manufacturing defect, Shout Factory has and will provide replacement parts to all affected customers up to the expiration date of the replacement program.

We have laid out some guidelines for replacement below to facilitate the process. If you have damage, have your pictures ready for our representatives.

 

REPLACEMENT PARTS:

  • Art wraps: When available, torn art wraps and water damaged art wraps will be replaced. "Wavy" art wraps, art wraps with tears less than ½ inch, and art wraps with slight dents will not be replaced.
  • O-cards/Slipcovers: Slipcovers (also known as o-cards) are not guaranteed on any Shout product. On titles designed to include an o-card, o-cards are produced only for the initial print run of a new release. Exclusive o-cards with alternative art are even more limited. They are produced only for Shout store sales and are not replenished. An o-card with a ½ inch or greater tear or crease will be replaced when available. Scuffed edges and dented corners do not make a product defective and do not qualify for a replacement. We will consider other significant damage or defects when photos are provided.
  • Discs: Discs with scratches bigger than 1 inch will be replaced (visual proof required). For discs with scratches smaller than 1 inch, we will replace the disc only if the customer confirms playback has been affected. Cosmetic scuffs that do not affect playback do not qualify for a return. Before reaching out to customer service about disc playback issues, please try wiping the reflective surface of the disc with a microfiber cloth. Releases with three or more discs are assembled by hand and occasionally the wrong disc will be included due to human error. If this arises, please reach out to us and we will do our best to correct this.
  • Posters: We will replace posters that are torn or have other large defects with visual proof. If you would like a replacement for a signed poster, you must first provide proof that you have destroyed the original signed poster before we will ship a replacement. All posters are limited edition items; we will replace wherever possible, but we cannot guarantee replacement.
  • Blu-ray, 4K UHD, and DVD cases: We will replace broken trays, crushed cases, chipped cases, and torn plastic on the art wrap holder greater in size than ½ inch.
  • Steelbooks: We will replace bent cases, cases with a dislocated hinge (the spine), significant dents or scratches (which we define as bigger than a ½ inch), and broken pieces on the interior of the case (booklet holders, disc trays). Our Steelbooks are limited editions; we will strive to replace Steelbooks where we can, but we cannot guarantee that we will have parts to furnish replacements for damage.
  • Soft slipcases: A split or torn slipcase will be replaced. We will consider other significant damage or defects when photos are provided.
  • Rigid slipcases: A split or torn slipcase will be replaced. Severe dents and crushing will be replaced.
  • Booklets: We’ll replace missing or significantly damaged booklets while supplies last.
  • Other Product Component Parts: Damaged backer cards, J-cards, torn shrink-wrap, torn product stickers, damaged shipping materials, and bespoke shipping boxes will not be replaced.
  • Vinyl: Replacement requests will be handled on a case-by-case basis. Our vinyl releases are limited editions; we will strive to replace damaged and defective parts where we can, but we cannot guarantee that we will be able to furnish replacement parts. All colored and/or patterned vinyl is pressed uniquely and will vary from how it is pictured on the product page.
  • NECA Figures: All sales are final for figures. It may be returned for an exchange if defective, but if a replacement is not available, a credit or refund will be issued in its place. If your figure has a part that has become dislodged during shipping, you can simply open the box and push the part back into place. To maintain a clean presentation in packaging, we are happy to provide a fresh clear circular sticker to seal the box afterwards. We will strive to replace significant damage that occurs during shipment, but when that is not possible due to the limited quantities produced, we will issue a refund.
  • Other Collectibles (Enamel Pin Sets, Prism Stickers, Lobby Cards, Softcover Books, Etc.): These are limited editions. Please provide visual proof of any damage, and we’ll do our best to provide appropriate replacements from our supply of replacement parts.