REFUNDS

Blind boxes have a slightly different return policy than most products, because the format is the product. Here's what we will and won't do.

Unopened boxes — 30-day return

If you change your mind, you can return an unopened blind box within 30 days of delivery for a full refund (minus your return shipping cost). The original seal must be intact — once it is broken, the box cannot be resold and we cannot accept it back.

Opened boxes — no return

Once you've opened the box and seen the figure, we can't accept a return. This is because the blind box format is the product — the surprise is what you paid for, and we can't un-give that. If you got a figure you don't like, swap with a friend, leave it on someone else's desk, or list it secondhand. (We'd love to see how the secondhand market grows.)

Damage in transit

If your box arrives damaged, take a photo before opening it and email hello@fivestack.com within 14 days. We'll either replace the figure at our cost or refund you in full, whichever you prefer.

Defective figures

If the figure inside has a manufacturing defect (broken on arrival, paint missing in a way that's clearly a factory error, etc.), same process — photo, email within 14 days, we'll make it right.

Wrong item shipped

If we shipped you the wrong product entirely (e.g. you ordered a Founder's Edition and got a standard box), this is on us — we'll send the correct item and pay for the return of the wrong one.

Pop-up purchases

Returns from pop-up sales follow the same rules. Bring the unopened box to a future pop-up, or mail it to our studio address (provided on request).

How long refunds take

Once we receive your return (or approve a damage / defect claim), refunds are processed within 5 business days back to your original payment method. Your bank may take an additional 5–10 days to show the refund on your statement.

Questions

Email hello@fivestack.com. We answer within one business day.