Refund Policy

1. Before the case is purchased: full refund

While a split is still waiting for its case to be purchased, you may withdraw your claim at any time. You will receive a full refund, including the figure cost share, service fee, and shipping amount you paid for that claim.

We process the refund through Stripe back to your original payment method. After we submit it, refunds typically appear within 5–10 business days. Your bank or card issuer controls the exact timing, and a very recent charge may disappear from your statement instead of showing as a separate refund.

2. After the case is purchased: the claim is final

Once SplitCrate purchases the sealed case, change-of-mind refunds and cancellations are no longer available. At that point, the group’s money has been committed and we cannot return one collector’s figure to a sealed case.

We will email every participant when the case is purchased. You can also check the split status in your dashboard. The sections below explain how we help if there is a shipping problem; those protections do not reopen ordinary cancellations after purchase. Nothing in this Policy limits a refund or other remedy the law requires us to provide.

3. If your figure arrives damaged in shipping

Please email support@splitcrate.com within 48 hours of delivery. Include your order details and clear photos of the figure, shipping box, mailing label, inner packaging, and visible damage.

Keep the damaged figure and all original packaging while the claim is open—USPS may ask to inspect them. We will file an eligible USPS claim and work with you on a fair resolution based on the damage, available replacement inventory, and claim outcome.

4. Manufacturing and quality-control differences

Pop Mart and other collectible brands occasionally have factory quality-control differences such as small paint flaws, uneven finishes, tiny marks, loose parts, or packaging variation. SplitCrate does not manufacture the figures, so normal manufacturing defects and variations are not grounds for a refund after the case is purchased.

We inspect and document each figure’s visible condition before packing it. If you have a concern when it arrives, contact us anyway—we are happy to compare it with our pre-shipment documentation and help identify whether the issue happened during manufacturing or shipping.

5. Lost or missing USPS packages

6. Help us resolve it quickly

When contacting us, please include:

• the email address on your SplitCrate account;
• the case split and figure name;
• your USPS tracking number;
• a short description of what happened; and
• photos of damage and packaging, when applicable.

We will keep you updated while a carrier inquiry or claim is being reviewed. USPS controls its investigation timeline, but you will not have to navigate the process alone.