Refund policy

Due to the nature of our products we are unable to accept exchanges, returns or refunds. 


PRODUCT IS BROKEN/DEFECTIVE WHEN IT ARRIVED

While we do our best to pack everything prior to shipping, we are not liable for any damages that are incurred during transit.  

If you received a broken/defective product please contact us immediately at help@pacificalleyco.com. To help resolve the issues we will ask for a photos or video of the unboxing to be emailed to us. Upon receiving a video that shows the entire process of the product being opened from the box we will determine the best course of action (e.g. replacement). We reserve the right to send a replacement for any broken or defective item(s) before we issue a refund.

Pacific Alley Co. reserves the right to decline returns or exchanges of items that are not in as-new conditions due to damage or misuse by the customer.    

DIFFERENT PRODUCT(S) RECEIVED, THAN WHAT I ORDERED

In rare cases you receive the wrong item. Send us an email with the unboxing that shows the entire process of the product being opened from the box, and we can determine replacement. 

ORDER SHOWS DELIVERED, BUT NOT HERE?

Once an item has been shipped we are no longer responsible for lost or stolen packages. If your package shows delivered, but you have not received it please contact the courier customer service ASAP. Provide them the tracking number and address. Pacific Alley Co. is not liable and will not provide any refunds for packages that are declared delivered, and courier customer service declares as lost or stolen.

WRONG SHIPPING ADDRESS

In the event an incorrect address is entered at the time of checkout, we are unable to provide a refund. Item(s) lost due to wrong shipping address, the buyer would need to reorder the item(s) again if they want to receive the products.

NON-REFUNDABLE ITEM(S) - ALL SALES FINAL

  • Pre-orders, we do not accept cancellations, exchanges, or returns. 
  • Gift cards
  • Apparel (sweatshirt(s) / hoodie(s)
  • Plush Figures
  • Any used or opened merchandise
  • Shipping and handling fees

    MISSING INCLUSIONS

    We are unable to refund or replace albums or merchandise that have missing inclusions or pieces due to manufacturing errors.  

    CHANGE THE SHIPPING ADDRESS, SIZE, OR COLOR

    Please email us immediately at help@pacificalleyco.com with your request and order number. We will try our best to accommodate. We can only help with order changes when the parcel is still with us. Once the parcel is shipped we can no longer assist.

    If item has already shipped we cannot accept exchanges or returns for size or color differences. Our sizes displayed on apparel are only for references and may not be standard. Customers are responsible to check and select the actual size prior to ordering. 

    PROBLEM? LET US HELP.

    In the unlikely event your item arrives either damaged or defective, please contact customer service immediately at help@pacificalleyco.com. To help resolve your issue, we will ask for photos or videos to determine the best course of action (e.g. replacement, or refunds). If your return or exchange is approved, you will be responsible for shipping the merchandise back to us. All claims must be made within 5 days of delivery. Any claims made after 5 days will not be accepted. We also reserve the right to decline returns or exchanges.