Order Status & Account Details
How can I view my Order Status, Past Orders, edit my Billing/Shipping Address, Password, or other Account Details?
How secure is my order?
Can a Pre-Order or product ever be canceled?
What if I want an Exchange, Return, and/or Refund for an item?
RETURN: Once the collectible is safely backed in our VA warehouse and inspected for damages, a refund of the product price will be processed quickly and posted to your bank within a few days (excluding NRD). Please note that if an item fails the inspection this will nullify your return completely. The best way to streamline and ensure your item was sent in the same condition received is taking pictures. Please take pictures that also show or include the date of receiving the item. Also, take a picture showing the condition of the item before final packaging. This will help us verify that the item was received and sent in a specific condition. We only allow a grace period of 1 complete day from the time you receive the item for pictures and from the time an item is sent. There are no exceptions for this. You also need to verify the receipt showing the day the item was sent. For verifying the day upon received we can do so using the Tracking Numbers sent via online. We only accept and process returns from items purchased from the Maven Collectibles Shop, we do not process returns with 3rd Party Companies, Sellers, or Retailers. Pictures sent to CS@MavenCollectibles.com.
REFUND: Collectibles that arrive with damage or manufacturing defects can be returned for a full refund, which includes all shipping costs (excluding the NRD). Again, you have 1 complete day or 24 hours upon the shown delivery time on the Tracking Number to take pictures verifying the damage.
What if all I need is a replacement part?
How do Maven’s Spade Points (SP) work?
Spade Points can be redeemed in a number of ways. In short, our earning system is $1 = 1 Spade (or SP). An item’s cost will reflect the Spade Points example, if an item is priced at $650 that equates to 650 SP. You can redeem your collected SP for discounts off your next purchase in the following way:
- 500 SP = $5 USD (applied off your next purchase)
- 1000 SP = $10 USD
- 1500 SP = $15 USD
- 2000 SP = $20 USD
- 2500 SP = $25 USD
- 3000 SP = $30 USD
- 3500 SP = $35 USD
- 4000 SP = $40 USD
- 4500 SP = $45 USD
- 5000 SP = $50 USD
(This is the max that can be redeemed at one time but you still can accumulate points after this.)
SP NEVER EXPIRE! Also, as said above points can be accumulated after 5000 SP, so you can earn up to 10,000 SP. However, you can only use 5000 SP per order. SP can only be used once per order, meaning the SP’s can only be used for your entire shopping cart. To track your SP, please visit the Account Section of the website. SP earned from product purchases are awarded to you once your order has shipped from our warehouse.
Disclaimer: Spade Points calculate automatically through the website based on rules relating to your purchases.
We reserve the right to adjust the SP awarded to a customer. We will need to do this from time to time if the website miscalculates the SP, which should have been awarded to a customer purchase. If in this circumstance, Maven adjusts your SP, you will be notified in writing of such an event.
Further, we reserve the right to cancel Spade Points or cancel a redemption should the SP have not been awarded correctly. Again, you will be notified in writing should this event arise. Spade Points are not redeemable during sales. SP cannot be used to purchase any online gift cards. SP must be used at the beginning of a transaction.
We reserve the right to change our Spade Points reward program at any time without notice.
Payment & Shipping Information
What forms of payment are accepted?
You DO NOT need a PayPal account in order check out. More information can be found on PayPal’s User Agreement.
What is a Non-Refundable Deposit (NRD)?
What currency are the products shown in?
Why is there a delay between the Pre-Order process and the actual date of shipment?
Can I send my order to a P.O. Box address?
What are the International Shipping Charges and Policy?
- International Customers will be provided with a shipping quote for in-stock orders during the checkout process.
- All Pre-Order items will not have a shipping quote available until seven days prior to its arrival into our warehouse.
Please check with your local postal services and/or Customs department prior to ordering for further details regarding any costs, which may apply.
Customs fees, sales taxes, etc., are not included in your purchase price and may be charged by your country’s customs office. In some cases, the carrier collects these duties and customs fees.
It is your responsibility to investigate the amount of taxes and duties you will owe prior to your shipment. Maven Collectibles uses the harmonized code that we have been told is appropriate for our products into your region. Your customs office has the power to change this code on their own. If you feel that your final code/tax are not correct, then you can contact the carrier and/or your customs office directly to request a review.
If a package is refused due to excessive import fees and duties, you will be responsible for any return shipping fees that the carrier will charge Maven Collectibles to return the package.
If Maven Collectibles is unable to have the item returned due to a package refusal, a refund will not be issued.
What if I refuse a package?
Attention to our International Customers
If you refuse a package, resulting in the return and/or abandonment of your collectible, you will still be responsible for all VAT Fees, Import fees, Return shipping costs, Restocking fees (which will be invoiced and determined based on size and dimension of the item) and Abandonment fees. Your NRD will also not be refunded. These fees will be deducted from your refund. If greater than the product(s) price, maven Collectibles may bill you for the balance.
To avoid any unnecessary costs to you please contact our Customer Service prior to deciding to refuse a delivery.
When will my Pre-Order arrive?
- We will announce an Estimated Shipping Date on the product page. The page will then update to display a specific month when the item leaves our manufacturing facilities on its way to our main warehouse.
- We send Pre-Order item updates via our Estimated Arrival email and our Processing Notification email.
- Shipping updates on delayed product are also sent through our Maven Collectibles Newsletter.
- You can also track orders in your Online Account, in the ‘Order History’ section of your account.
- U.S. and International customers will receive an email notice from FedEx, USPS or UPS with your tracking information.
We do everything we can to ensure you receive your collectible. Please know Maven Collectibles is not responsible for email notifications that were not received due to outdated email, SPAM filter or an interruption of service.