Shipping and returns
Shipping
- Most props ship within 1–3 business days. Made-to-order and custom pieces show their build time on the product page.
- During the holiday season, please order 1–2 weeks ahead of your expected delivery date.
- We ship worldwide with UPS.
Order Processing Policy
- Orders are processed within 1–3 business days (in stock or made on demand). High order volume can add delays — see the product page for specifics.
- You will receive an email confirmation when your order is placed, and tracking by email once the courier picks up your package. Check your spam folder if you don’t see it.
- Please double-check your shipping address — we are not responsible for non-delivery due to an address error, and we cannot change an order after it has shipped.
- Need help with your order? Contact us right away.
Returns & Refunds
We want you to love your prop. If you change your mind, you may return or exchange any standard (non-custom) item within 14 days of delivery for a refund, exchange, or store credit, provided it is:
- unused and undamaged, with no signs of wear,
- in its original packaging with all tags attached,
- accompanied by your order number or proof of purchase.
Return shipping is paid by the customer. We cover the return label only if we shipped you the wrong product. Refunds are issued to the original payment method once the item arrives back and passes inspection. To start a return, contact us.
Custom & Made-to-Order Items
Custom colors, weathering, commissions, and personalized builds are made specifically for you and are not returnable, except when we shipped a different item than what you ordered.
Damaged or Lost in Transit
Every prop is inspected before shipment. If the box or product arrives damaged, keep all packaging materials, take photos, and contact support within 5 business days of delivery so a carrier claim can be filed. We’ll review the photos and work out a repair, replacement, or refund with you — you won’t need to ship anything back for us to assess a damage claim. If you purchased insured shipping, approved claims are refunded within 3 business days.
Not working as expected? Contact support with a short description and photos or video and we’ll make it right.