Refund, Returns and Shipping Policy

Everyone is special at HeroBuilders, but NO ONE is more special than anyone else.

SHIPPING RATES, POLICY, AND TIME FOR IN-STOCK PRODUCTS:

SHIPPING RATES: We use one rate in the CONTINENTAL USA, which is $4.00 for the first item. If you order more than 1 item, the shopping cart will add $1.00 for each additional item. So, if you order two items, shipping will be $5.00. Of course, the shipping costs are subsidized by your friends at HeroBuilders.

Shipping Rates: For heavier Items, such as stash Shelves, shipping is 24.00 for the first item and 1.00 for each additional item.

SHIPPING TIMES: They vary by product type. Some in-stock items ship the same day if ordered by Noon Eastern Time. Custom Action Figures can take up to 6 weeks to ship.

RETURN and REFUND POLICY FOR IN-STOCK PRODUCTS:

  1. Defective IN-STOCK products will be 100% refunded if returned within 30 days of the ship date. We will also supply a FREE return shipping label. Does not apply to CUSTOM PRODUCTS.
  2. Returns not received within 30 days of our original shipping date are non-refundable.
  3. Return eligibility requirements: Your item must be unused and in the same condition as received. It must also be in the original packaging.
  4. No reason returns are subject to a 50% restocking, processing, and handling charge for merchandise only. Shipping is not refundable.
  5. Reason returns are subject to a 40% restocking, processing, and handling charge for merchandise. Shipping is not refundable.
  6. Overseas Customers are responsible for the Tariffs and Taxes their Country imposes on its citizens. If the package is delivered and you refuse the delivery, it is an admission of delivery, and therefore, your order has been delivered.
  7. Overseas and USA customers who refuse a delivery for any reason are deemed to have accepted delivery; therefore, your order is non-refundable.

RETURN / REFUND POLICY FOR ALL CUSTOM PRODUCTS:

ANY CUSTOMIZED PRODUCT ORDERED OR MADE FOR YOU IS NOT RETURNABLE OR REFUNDABLE. ALSO, ALL PRODUCTS THAT YOU HAVE REQUESTED ,BUT ARE NOT LIMITED TO:

  • Custom Action Figure Orders are not Returnable or Refundable.
  • Custom Bobble-Head orders are non-returnable and non-refundable.
  • Custom Figurines Orders are not Returnable or Refundable
  • Anything OTHER /ALL Custom Product Order is not Returnable or Refundable
  • AI-Generated, Custom Figurines, Custom Action Figures, and or anything on earth created using AI

DISCLAIMER: AI-GENERATED IMAGES VS. FINAL PRODUCT

Some images shown may have been generated or enhanced using AI tools. While these images help us visualize creative possibilities, they can present an unrealistic or exaggerated depiction of the final product.

Our handmade custom action figures and outfits are crafted to match the QUALITY shown in SAMPLES on our website to the best of our real-world capabilities. However, AI-generated visuals may depict materials, lighting, proportions, or details that are not physically achievable—especially for small-batch, one-off custom figures.

What you’ll receive is a high-quality, handcrafted product made by real artists—not digital fantasy. We guarantee professional craftsmanship and a close match to the designs advertised, within the natural limits of custom sculpting, painting, and fabric work.

Custom Order Resumption and Delay Fee Policy

If a customer initiates and pays for a custom order but does not provide necessary details or feedback to complete the order within 30 days, the order will be placed on hold. Should the customer return at a later date (beyond 30 days) wishing to resume the project, a 35% (of the total project cost) project resumption fee will be applied. This fee accounts for administrative tasks, project re-evaluation, and adjustments needed due to the delay.

Before & During the waiting period, our team reserves capacity and resources for your order, potentially limiting our ability to accept and pursue other opportunities. The resumption fee helps us mitigate the impact of this lost opportunity.

We appreciate your understanding and cooperation in keeping projects timely and efficient.

Ordering and Communication Policy

Everyone is special at HeroBuilders, but NO ONE is more special than anyone else.

Jumping the Line:

  • Interfering in any way with the delivery or schedule of a project’s stated delivery time is considered a breach of our production agreement and contract. Such actions will result in losing your place in the production schedule, and your order will be deferred to the next available slot. For example, calling, emailing, or having others contact us to expedite your order before the projected production time disrupts everyone’s production process.

Prohibited Behaviors for Customers:

  • No harassment, bullying, or threatening of customer service representatives or other staff.
  • Abusive, offensive, or discriminatory language towards staff or other customers is strictly forbidden.
  • Making unreasonable demands or persistent changes to orders in bad faith.

Communication Guidelines :

  • Exercise patience and civility, particularly during dispute resolutions.
  • Maintain professionalism and respect in all communications via telephone or email.
  • Personal attacks, profanity, or derogatory remarks are unacceptable.

Consequences of Violating These Terms:

  • Immediate temporary suspension of the ability to place new orders for severe or repeated violations.
  • Permanent account closure for ongoing abusive behavior after initial warnings.
    • Potential legal action in case of threats, harassment, or other criminal behaviors.
    • Threats will be documented with the local Police department.
    • There will be an immediate cessation of contact. HeroBuilders will not respond to any communications, and emails and phone numbers will be blocked.
    • Delivery Rescheduling the order delivery date WILL be adjusted to a later time.
    • If you have an order that needs to ship, you will be emailed of that shipment.
    • If HeroBuilders has identified you as a scam artist and we have stopped all communication and then used phone or email masking, we will document the situation and contact the local authorities.

Customer Responsibility:

  • Responsible for ensuring the accuracy of order details and personal information.
  • Compliance with all applicable local, national, and international laws during interactions and transactions.
  • Recognition that behavior reflects on the customer community and can affect service quality.

Modification and Acknowledgment of Terms:

  • Terms of Service are subject to changes, depending on what new scam and swindle HeroBuilders identifies.
    • These terms will be updated as needed.
    • Updated terms are retroactive, including all past or present orders in production.

The Threat of Physical Violence Policy

At HeroBuilders, we are committed to maintaining a safe and respectful environment for our clients and staff. In line with this commitment, we uphold strict policies concerning any form of threat or behavior that compromises safety:

Zero Tolerance for Violence

  • Communication Limitation: We limit all communications with individuals who threaten violence towards any member of our community. This measure is crucial to protect the well-being of our employees and customers.
  • Legal and Policy Compliance: Threatening violence is against our company policies and violates state and federal laws – WE WILL REPORT YOU.
  • Such actions are taken seriously and may lead to the cessation of all business interactions and reporting to appropriate law enforcement entities.

Ensuring Safety and Respect

  • Policy Enforcement: Our policies are enforced without exception to ensure the safety and integrity of our business environment. We appreciate the cooperation of all clients in adhering to these standards.

EXAMPLE OF AN ACTUAL EMAIL: Review the email below from an actual psychotic customer. Let’s call this degenerate pig “Jennifer.” She wants a refund; as we all know, there is no such thing as a refund for a custom product. She says she is being evicted from her home but placed an order in the weeks before this “eviction.”

Imagine being so mentally ill that you would email this and think there would be no consequences.

Your time for ***********, and taking advantage of the innocent has come to an end. I want to assure you that I am here, back as The Lion of Judah, and I am cleaning house. No one will be nailing me to a cross this time–I will hang all sinners out to dry in the light of truth. I have a naughty list and a nice list. I’m sure you can guess where you are listed…lots of New Yorkers are on the naughty list, sadly. Return the money to Jennifer and anyone else you have ******* from. If you do not repent for sinning, I will come for you in the middle of the night. You won’t know when or how. Your time is running out to turn good. Seeking forgiveness is the only way.

HEROBUILDERS, EVERYONE IS SPECIAL, BUT NO ONE IS MORE SPECIAL THAN ANYONE ELSE.

We are a 23-plus-year-old company with real people, and we ship all orders from Connecticut. If you need us, please email sales@herobuilders.com.

SHIPPING RESPONSIBILITY: When you request QUICK shipping using any service, primarily FedEx, for 1 Day or 2 Days, Herobuilders is not responsible for FedEx missing those PROMISED delivery responsibilities.

Overseas Customer Responsibility Tariffs and Taxes from your Country: The recipient is responsible for all tariffs, taxes, and customs fees your country imposes on its citizens. HeroBuilders does not know what your country does or why it does what it does, so those charges are not HeroBuilder’s responsibility.