What the FAQ?

Holiday Shipping Terms & Conditions

What are our Holiday Shipping Terms?

The December 12 at 11:59pm PT shipping cutoff applies to domestic (U.S.) orders only. Orders placed after this time are not guaranteed to arrive before December 25. 

While we will continue to process and ship orders as quickly as possible, delivery dates are not guaranteed, even for orders placed prior to the December 12 cutoff. Once a package leaves our facility, shipping timelines are determined by the carrier and may be impacted by factors outside of our control, including but not limited to carrier volume, weather, and holiday delays.  

Thrilljoy is not responsible for shipping delays caused by carriers and cannot guarantee delivery by a specific date.

ORDERING

Can I modify or cancel my order after placing it?

Once an order is submitted, it will be processed immediately, and no changes can be made. Make sure to double-check before hitting that “Place Order” button!

When will my order ship?

Online orders will ship within 1-3 weeks, unless otherwise noted. For in-stock items, we aim to ship within this timeframe. However, pre-sale items may have a longer processing time. The product page for pre-order items will clearly indicate the expected shipping timeframe for that specific item. We appreciate your patience and look forward to delivering your products promptly!

Do you offer international shipping?

We currently ship to addresses in the U.S. and Canada only. Import duty and tax charges are not included in the shipping price and will be calculated during checkout.

How can I track my order?

Once your order is placed, you will receive an order confirmation email detailing your purchase. 

When your order has shipped, a shipping confirmation email will be sent, including tracking information so you can monitor your shipment’s progress. 

PAYMENTS AND BILLING

What payment methods do you accept?

We accept major credit cards and any other options listed at checkout.

Is my payment information secure?

We take information security very seriously! We use industry-standard encryption and secure servers to protect your payment information.

Can I change my payment method after placing an order?

Once an order is submitted, it will be processed immediately, and no changes can be made. Make sure to double-check before hitting that “Place Order” button!

When will my card be charged?

All payments are processed at the time of purchase.

What currency will I be charged in?

All prices are listed and will be charged in USD.

RETURNS AND EXCHANGES

What is your returns and exchanges policy?

At Thrilljoy, we strive to provide the highest quality collectibles. Because of the extremely limited nature of our product, we will not allow returns or exchanges. Please note that all sales are final. Thank you for your understanding!

What if my item is damaged or defective?

Bummer! If something purchased direct from the Thrilljoy site shows up looking rough, please let us know within 48 hours. Snap some photos, send them in, and we’ll see if we can get you a replacement or store credit (stock permitting).

What if my box isn’t minty fresh?

What if my box isn’t minty fresh?We pack with care, but boxes are built to protect the figure, sometimes they take a bump or crease in the process. Small scuffs or corner dings usually aren’t replaceable.

But if your collectible arrives with major box damage that affects display or the figure itself, let us know! Replacements depend on stock and are handled case by case, but we’ll always do our best to make things right.

What should I do if I received the wrong item?

If you receive the wrong item, please contact our customer service within 48 hours of delivery to start the inspection process.

How do I contact customer service?

We’re here to help with any questions, concerns, or feedback you may have!

To reach our Customer Service team, simply click here to send us an email (or email us directly at support@thrilljoy.zendesk.com). We’ll get back to you as soon as possible. Our team is dedicated to making your Thrilljoy experience amazing.

Whether you need assistance with an order, have a question about our products, or just want to share your love for collectibles, we’re just an email away!

SHIPPING

How long will it take for my order to arrive?

Online orders will ship within 1-3 weeks, unless otherwise noted. For in-stock items, we aim to ship within this timeframe. However, pre-sale items may have a longer processing time. The product page for pre-order items will clearly indicate the expected shipping timeframe for that specific item. We appreciate your patience and look forward to delivering your products promptly!

Do you ship internationally?

We currently ship to addresses in the U.S. and Canada only.Import duty and tax charges are not included in the shipping price and will be calculated during checkout.

How can I track my shipment?

Once your order is placed, you will receive an order confirmation email detailing your purchase. 

When your order has shipped, a shipping confirmation email will be sent, including tracking information so you can monitor your shipment’s progress.

How does shipping pricing work?

Our shipping rates are based on your cart total, not the weight of each individual item.

When orders include multiple items, carriers look at the overall size of the box rather than just how heavy it is. Because of that, lighter items don’t always mean lower shipping costs, and certain products or bundles may fall into different shipping tiers.

Can I change my shipping address after placing an order?

Once an order is submitted, it will be processed immediately, and no changes can be made. Make sure to double-check before hitting that “Place Order” button!

What happens if my package is lost or stolen?

If your package hasn’t arrived or appears to be missing, don’t worry—our Customer Service Team is here to help! Simply reach out to us directly to report the issue.

We’ll handle the process of investigating the missing shipment with the carrier on your behalf and work to resolve the situation as quickly as possible.

Do you offer free shipping?

At this time, we are not offering free shipping.

PRODUCT RELEASES

How can I find out about upcoming product launches?

Make sure you follow @thrilljoycollectibles on social and are signed up for our newsletter to receive the latest information on new product releases!

Do you have pre-order options for upcoming releases?

Some pre-order items may take up to 45 days for delivery. Each product page will clearly indicate the expected shipping timeframe for that specific item.

What happens if I miss the release of an item?

If a limited-edition item sells out, we know it can be a huge bummer! Unfortunately, once it’s gone, it won’t be available again. Definitely stay tunedfor upcoming announcementsof future drops, as we often introduce new collections that might pique your interest!

I ordered a pre-order item, when can I expect it to arrive?

We have a pre-order schedule here with all of Thrilljoy's current expected arrival dates!

How do prototype raffles work?

They’re totally random, and winners are contacted directly (no dramatic public drumrolls). Check your email within two weeks of the event, if your inbox is still ghosting you, feel free to reach out.

SECURITY

How do you protect my personal information?

We take information security very seriously! We use industry-standard encryption and secure servers to protect your personal information.

Do you share my information with third parties?

We do not sell or share your personal information with third parties, except as required by law or to fulfill your order with shipping providers.

What measures are in place to prevent fraud?

At Thrilljoy, we want to make sure our limited drops get into the hands of our fans. We have invested in advanced measuresto protect your information and guard against bots.

Club LE

How do I join Club LE?

Joining is easy! Sign up to create your Thrillseeker account and you’ll
automatically become a Club LE member. No extra steps needed

How do I earn XPs?

Easy math: $1 = 1 XP. Stack ’em up and trade them in for perks, exclusives, and bragging rights. Just note, rewards depend on what’s available, and limited drops go fast. XP will hang out in your account for up to a year, but if you go totally inactive, it will expire.

What can I redeem my XPs for?

Club LE is packed with incredible rewards for our collectors! You can redeem your XPs for discounts, exclusive experiences,FREE products, and entries into raffles for rare and limited-edition items!


Our lineup of rewards is always expanding and changing, so be sure to visit Club LE to see what’s new and exciting.


Note: Some rewards and sweepstakes may have restrictions. Be sure to read the full description carefully before redeeming so you don’t miss a detail!

How do I track my XPs?

You can view your current XP balance by logging into your Thrilljoy Thrillseeker account. Your points will automatically update after each purchase.

Can I combine XPs with other discounts or promotions?

Yes! XPs can be combined with most Thrilljoy discounts, so you can maximize your savings and rewards.

Note: Only one Club LE reward can be redeemed per order.

How do I redeem XPs?

When you’re ready to redeem your points, simply select the available rewards during checkout or visit the Club LE page to explore your options.

I have more questions!

We’ve got you covered! Reach out to our support team and we’ll be happy to help.

Thrilljoy Collectible Editions: What You Need to Know

At Thrilljoy, we love keeping things exciting! So when you grab a PIX! collectible, you’re not just getting an awesome figure, you’re also stepping into the thrill of the chase!

What are Standard Editions & Chase Variants?

Every PIX! collectible has a chance at being a limited edition chase! Chases are produced at a 1-in-6 ratio, which means for every six figures made, one will be a chase with unique details, colors, or designs.

Important note: Chases are shipped at random. Buying multiples doesn’t guarantee that you’ll receive a chase figure (sometimes you get lucky streaks, sometimes you don’t, that’s part of the chase!).

What are Super Chase Editions?

For special events and select drops, we turn the excitement up a notch with SUPER chase items, produced in tiny edition sizes, as low as 96 pieces worldwide. These are designed to be the ultimate collector’s prize.

What are Ultra Chase Editions?

Even rarer than Super Chases, ULTRA chase items can have edition sizes as small as 24 pieces worldwide. Snagging one means you’re holding something truly elite.

How Do Chase Odds Work?

Chases (including Super and Ultra) are released into the wild completely at random. There’s no secret trick, timing, or “backdoor” method. It's luck of the draw. Because they’re randomized, streaks happen. If it feels like you’re missing them, don’t worry, it’s just the math balancing out over time.

Why the Different Editions?

Collecting should always feel fun, surprising, and rewarding. By mixing standard, chase, super chase, and ultra chase editions, we add that element of surprise while keeping the community buzzing and connected. Limited runs mean every drop is special, and every unbox is an adventure.

Want to Increase Your Odds?

Chase figures are random, but the more PIX! you collect, the better your chances of landing one! And don’t forget, you can always trade with fellow collectors in the Thrilljoy community to finish your perfect set.

Happy collecting, and may the chase be ever in your favor!