Change or cancel order

• Order Cancellation Policy

Customers are encouraged to use the self-service cancellation feature available on the “My Orders” page. Cancellation is only possible if the order has not entered the shipping process. If the “Cancel” button is visible, you may proceed to cancel your order directly.

*Please note that POP NOW items and MEGA Collection products are not eligible for cancellation, and therefore the “Cancel” button will not be displayed for these orders.

Once the cancel button is no longer available, the order is already being processed for shipment or has shipped, and cancellation is no longer possible. In such cases, our Customer Service Team will be unable to cancel the order.

Please be aware that once payment is completed, cancellations are not guaranteed. We strongly advise confirming your order details before proceeding with payment.

• Shipping Address Change Policy

At POP MART, we strive to process and ship orders as quickly as possible. For this reason, shipping addresses cannot be changed once an order has been paid. We kindly remind all customers to carefully review and confirm their shipping information before completing payment, as incorrect or incomplete addresses may lead to delivery issues or failed deliveries.

If your order has already shipped and the address is incorrect, you may try contacting the courier directly once the package reaches the final delivery phase. To do this:

① Check your tracking number under "My Orders".

② Visit our FAQ – Common Logistics Providers page to find the courier’s contact information.

New Shipping Fee Policy

• Shipping Costs

Free Shipping on Orders Over a Certain Amount: As a valued member, you are eligible for free shipping on orders that meet a specified threshold.

a. Shipping to the U.S.: Check the shipping rate table below for details.

-

b. Shipping to Canada: Check the shipping rate table below for details.

-

• Tax Fees

Sales Tax: In the United States, sales tax is the responsibility of the customer. The applicable tax amount will be displayed on the checkout page, and the customer will be required to confirm the tax amount before proceeding with the payment. For customers in Canada, no sales tax will be applied.

Tariff: POP MART will cover tariffs, and customers will not be required to pay any additional customs fees.

Standard Delivery

• Shipping Timeframe

Confirmed orders are typically processed for shipping within 2-3 business days. If your order includes a pre-ordered product, it will ship once all products are in stock. You will receive a shipping notification via email once your order is ready to be dispatched.

• Shipping Carriers

Your order may be delivered via UPS, USPS, 4PX or DHL, depending on the best option available at the time the order is fulfilled.

• Delivery Duration

Products may be dispatched from either the United States or China, with the delivery warehouse automatically assigned based on product availability.

Shipping from the United States: Estimated to take 3-7 business days.

Shipping from China: Estimated to take 7-15 business days.

If your location is a non-continental U.S. island or a rural area, your delivery is expected delivery to take several additional days.

If there are flight delays, customs inspections, or other force majeure factors, delivery times may be extended accordingly.

• Shipping Coverage

United States; Canada. However, there are exceptions, such as delivery being unavailable to US military zones APO, AP, FPO, AA.

• Split Shipments

We may split your order into multiple shipments due to size or quantity. If this happens, you will see multiple tracking numbers on your [my orders] page.

• Policy for Purchasing Multiple Single Boxes

If a customer purchases multiple single boxes (i.e., the quantity is greater than or equal to the specified limit for whole set purchases in the series), the warehouse will determine whether to ship single boxes or a whole set based on the stock available at the time of shipment. Customers cannot specify the shipping method.

Duplicate Item Issue: If duplicate items are received from the single box purchase link, this falls within the scope of normal random shipping and cannot be addressed through after-sales support for exchanges or refunds.

Contact us

For further assistance, please contact us at [email protected].