Shipping, Cancellation & Returns
Check the delivery route and order conditions before you buy.
Policy summary
Effective September 6, 2026. This page explains the main cancellation, return, and refund paths. The full store policy contains the terms that govern your purchase.
Read the Full Refund PolicyWhen will my order arrive?
In-stock products
The store's shipping policy lists dispatch within 1 business day for in-stock items. Delivery time then depends on the warehouse, destination, and selected shipping service.
Compare U.S. & Canada StockMade-to-order & pre-orders
Allow for production before transit. Timing varies by brand and selected options; pre-order estimates are listed on the product page. Confirm the expected timing before paying if you have a deadline.
Compare In-Stock & Custom OrdersShipping charges, available services, and any applicable taxes are shown at checkout. Customs charges and remote-area delays may apply. Packaging is plain and does not identify its contents.
Read the Full Shipping PolicyCancellation rules by order type
The request-received time determines the cancellation outcome. A delay before support reads or answers the request does not move it past a threshold.
| Order Type | Before You Pay | If You Need to Cancel |
|---|---|---|
| In-stock — display or intimate-use | Confirm that the item is marked in stock and check its product classification. | A request received before carrier handoff receives a full refund with no cancellation or restocking charge. After carrier handoff, the relevant return rule applies. |
| Made-to-order or customized | Confirm the specification and allow a 24-hour production hold unless you explicitly request an earlier start in writing. | A request received within 24 hours receives a full refund if actual production has not started. After 24 hours but before production starts, the retained charge is 10% of the discounted item subtotal, capped at the amount paid for that item; the amount paid less that charge is refunded. Change-of-mind cancellation closes after documented production starts. |
| Display-figure pre-order — not made-to-order | Check whether a 10% non-refundable deposit is clearly disclosed before purchase and collected with the order, along with the written estimated delivery window. | A request received within 24 hours and before carrier handoff receives a full refund. After 24 hours but before carrier handoff, only a previously disclosed and collected 10% deposit may be retained. Without that disclosure, cancellation before carrier handoff receives a full refund. |
What counts as production starting?
Actual production starts when manufacturing or customization work for the order begins and JY Figures has a dated operational record. Order confirmation or payment alone does not count. We hold production for 24 hours by default; production may start earlier only after the customer explicitly requests that in writing.
Every pre-order that is made-to-order or customized, including an adult intimate-use or display-figure pre-order, follows the made-to-order rules and does not also use the display-figure deposit rules. A made-to-order display figure is also excluded from ordinary change-of-mind returns after actual production starts. If JY Figures or the manufacturer cancels a non-custom display-figure pre-order, or the written estimated delivery window passes and the customer chooses to cancel, the policy returns all amounts paid, including any deposit, related tax, and allocated outbound shipping.
Return rules by product type
| Product or Issue | Eligibility | Costs |
|---|---|---|
| Pre-manufactured display or collectible figure | Request within 30 days of delivery while the item remains unopened and unused. Made-to-order or customized display figures are excluded after actual production starts. | No restocking charge. The customer pays return shipping, and any original shipping charge is not refunded. A free-shipping order is not charged hidden outbound shipping. |
| Adult intimate-use product | No change-of-mind return after carrier handoff when the product was clearly classified before purchase. | Defects, wrong items, shipping damage, inability to fulfill, and applicable legal rights are handled separately. |
| Seller-caused problem | Contact support about a defect, wrong item, shipping damage, or an order JY Figures cannot fulfill. | JY Figures covers the reasonable standard shipping needed for the remedy. No cancellation, restocking, payment, or processing charge applies. |
Where JY Figures is responsible, the remedy may be suitable parts or a replacement under the rights that apply. If the problem cannot be resolved reasonably, the outcome is a full refund. These rules do not limit rights under applicable law.
How to preserve evidence and request help
Contact info@jyfigures.com with your order number, a description of the issue, and relevant photos. For shipping damage, reporting within 48 hours is recommended because it helps preserve carrier evidence; a later report is not automatically denied or treated as a waiver of applicable rights.
Keep the packaging and avoid using or modifying the item while seeking guidance. Contact support before sending anything back so the return address and shipping method can be confirmed.
A full refund includes the amount paid for the affected item, related tax, and reasonably allocated outbound shipping. Before carrier handoff, that shipping is refunded even if a label was purchased or a shipping cost was incurred. Approved refunds return to the original payment method; bank or payment-provider processing time is outside JY Figures' control.