FAQ

What are rewards Points?
When you use Urban Samurai Hobbies for your one sixth shopping needs, you accumulate rewards points with each one of your purchases. With these points you can save them up and use them on something big or you can use them as you get them, giving you savings as you continue to shop with us. To get your first batch of rewards points you must complete one transaction right to the shipping stage. When you complete your purchase you will get 100 rewards points for every $50 US that you spend. For every 100 points you earn, you can convert that to $1. You can think of this as 2% cash back every time you shop.

Can I trade in my old figures/parts/accessories/weapons?
Yes, you can trade in your old stuff for new stuff. Send us what you would like to trade in and we will assign a value to it. Parts are valued and half of what we sell it for. That would mean a rifle we sell at $10 would be worth $5 in trade. When we get your items and they are all assessed, your account will be credited with the appropriate amount of Rewards Points. So the $5 rifle you traded in would be worth 500 Rewards Points. You can use these points at any time in your shopping for savings on full figures, to buy more accessories or to place preorders.

Can I pick up my order?
Currently Urban Samurai does not have a pick up option for full figures. Items in the shop and items on line are priced different for several reasons. On line does not have overhead like the shop does so items in store are priced to pay for things like rent, staff and other expenses. Loose items can be purchaed on line and picked up without added costs but all orders picked up are not subject to on line reward points. There will not be a pick up fee for loose items shopping and the shipping costs will be waived upon pick up. If you are going to pick up your order please use the comments section to let us know you will be stopping by. If it is going to be longer than a week before you are going to pick up your items we request that you make your payment before you come into the store, either with a credit card or through paypal. Any orders that are not paid for within a week will be canceled and items will be returned to inventory.

Can I add to my order?
Yes, we can alter your order at any time before delivery, as per your request. If you would like to add or remove items before an order is delivered, that can be done. If you would like to remove an item that has already been paid for, there is a small restocking fee.

Is it possible to combine pre-order items and in stock items in a single order to save on shipping?
Yes, you can add as many items to an order as you wish. All items on a single order will be held at the warehouse until the last item of your order has arrived and then we will ship everything at that time. Items will be billed as they arrive in stock but will not be shipped until the order is complete.

Do you ship internationally?
Yes we do ship internationally. Currently our shipping calculator does international shipping using USPS Priority. We are looking at other methods of shipping but currently this is the safest and quickest form of shipping across the waters.

Can you declare my item a gift and under $50 in value
Taxes and duties for international customers are the responsibility of the consumer. USH does not alter customs labels or mark items as gift for the convenience of the customer. We understand that certain countries do have high import taxes as USH does do all their own importing and has to face these customs charges and fees on a daily basis. We apologize if this is an inconvenience but it is against the law to forge customs documents.

What form of payment do you take?
Payment can be made using Visa, MasterCard, Paypal or Money Order. If you want to use Paypal as your method of payment and your order has pre-order items in it, please choose 'Money Order' and leave a small message in the notes section stating that you would like to use Paypal as your payment. A notice will be sent to you from Paypal when payment on your items is required.

Why do I see my order in US dollars on the site but on my credit card statement, it is charged in Canadian Dollars?
Urban Samurai Hobbies is based out of Canada and therefore we must do our Banking in Canadian Dollars. We will attempt to keep the charges as close to the amount listed on your order. Ultimately the exchange rate is determined by your bank. At times, there can be a slight difference in the totals after your bank has made the conversion. Your bank or credit card provider may charge a fee for making a purchase outside of the US. Urban Samurai is not responsible for any further charges your bank may incur in this situation. Paypal is the most recommended form of payment for US orders.

Do I have to pay tax(es)?
If you are purchasing from Urban Samurai and are a Canadian resident, you are subject to 5% GST. If you are a BC resident, you are subject to an additional 7% PST. If you are a US resident, you are not required to pay any taxes.

Do you have a discount program in place for repeat customers or large orders?
If you shop with Urban Samurai you will receive rewards points for every one of your purchases. You can use these points towards savings on aditioinal orders. The more you order, the more you will save! You do also save a bundle by purchasing in quantity. It is much better for the consumer to ship 5 figures at one time instead of  5 figures one at a time.

By placing a preorder, does it guarantee availability?
In most cases Urban Samurai is able to fulfill all pre-orders. However in some rare instances, the manufacturer may produce less than what is made available to us. In this instance, we will notify you immediately so that you can possibly order this item elsewhere in the event we confirm we are no longer receiving further stock. Urban Samurai will do everything possible to provide you with each and every item you pre-order. If we are short supplied, your order will remain in our system until we can be assured of further stock. If we are certain further stock will not be provided to us, you will receive a full refund if your item has been prepaid.

When do I have to pay for my order?
At Urban Samurai we strive to provide the best possible prices. To assist us in this we ask that payments for preorders are made just before the arrival of your figures. This helps to keep our costs down by not having to sit on stock while we wait for payments to come in and it also means we can ship out your items that much sooner. If you have a credit card on file, it will be charged as the pre-ordered items are made available to us. If you are paying by Paypal, then a Paypal Invoice will be sent to you direct from Paypal. Your Paypal payment should be received before the item arrives in stock to ensure that your item/s are held for you.

Can I return my order?
If you would like to return your order for a figure then you can do so within 14 days of you receiving the figure. It must be returned in the exact same condition it was sent out in. If it is a sealed figure then it must be returned sealed. If the box is factory opened then everything inside the box must be untouched for it to qualify for a return. It is up to the purchaser to send the item back to us and incur the expense for doing so. There will be a 15% restocking fee for all returned items and the cost of shipping will not be returned, only the cost of the item itself. Loose items are not returnable. This covers, loose bodies, clothing and accessories.

My figure broke in shipping. What do you plan to do about it?
We do our best to ensure that every item sent out is in the best condition possible before you receive it. All shipping is done with plenty of popcorn to ensure that your figure gets to you in the same condition it left us. We do check all figures that are sent out to ensure they are not broken in the package and that no items are missing from their designated spots. If you do happen to get a figure with a defect or a broken part then please contact us right away with the problem. We will do what we can working with our suppliers to come to an amicable conclusion but much of the time it is better for the consumer to go direct to the manufacturer with broken figures. We will always provide you with documentation regarding when the figure was purchased and when it was delivered if that is required. Not all manufacturers will accept returns this way but many of them will and it will end up being a lot faster for yourself in the long run as we would have to do the exact same thing as you and then you are just adding a middleman to the whole process. With loose items, each item is checked before it is sent out to ensure that it is not broken. We only ship in boxes and never in envelopes to ensure that the items you purchase get to you safely and without damage. If you have a problem with any items that were purchased loose please contact us right away with its issue. Loose items are not returnable but we will see what can be done regarding any problems.