Shipping, Returns & After-Sales Policy (OOi)

Order Processing Times

Our team processes orders Monday–Friday (excluding holidays). Orders typically ship within 1–3 business days from our warehouse. During peak periods, please allow an extra 1–3 business days to process.

Order Tracking

Once your order ships, you’ll receive a confirmation email with a tracking number. Track your package via the carrier’s website.

Shipping Restrictions

We’re unable to ship to P.O. boxes, APO/FPO addresses, or certain remote locations. If you’re unsure whether we can deliver to your address, please contact us before ordering.

Shipping Costs

Domestic (U.S.) shipping costs are shown at checkout. International shipping costs exclude any import duties/taxes; these are collected by your local customs authority and are the customer’s responsibility.

Lost or Damaged Packages

If your package is lost or arrives damaged, email support@playoddonein.com within 7 days of the estimated delivery date (for loss) or 72 hours of successful delivery (for damage). Include your order number, photos/video of the packaging/product, and your shipping label so we can work with the carrier to resolve it.

Changes & Cancellations

Need to modify or cancel? Email support@playoddonein.com as soon as possible. Once an order is processed or shipped, we may not be able to make changes.

Contact Us

Questions? Reach us at support@playoddonein.com

Returns & Exchanges

Eligibility Window

Unopened/unused items in original condition and packaging may be returned or exchanged within 15 days of delivery (per the carrier’s delivery scan).
A Return Merchandise Authorization (RMA) is required; requests without an RMA may be refused.

Non-Returnable Items

Opened blind boxes / randomized products, unless verified defective (see “After-Sales for Defects” below)
Final sale or discounted items marked “non-returnable”
Gift cards, perishable items, and personalized goods
Worn/used apparel/accessories (must be unworn, unwashed, with tags)

How to Start a Return

Email support@playoddonein.com within 15 days of delivery with your order number, item(s), and reason.
We’ll provide an RMA and instructions.
Pack items securely in original packaging. Returns must be shipped within 7 days of RMA issuance.
Refunds are issued to the original payment method 3–5 business days after our warehouse confirms receipt and condition. Original shipping and any duties/taxes are non-refundable.

Return Shipping Fees

OOi-responsible issues (e.g., wrong item, verified defect, carrier damage): OOi covers return shipping.
Customer-initiated returns (e.g., change of mind, wrong size/color): Customer pays all shipping (outbound + return). Refused packages are treated as customer-initiated returns.

Blind Boxes & Randomized Products Policy

Randomization is core to the fun of blind boxes. Please read carefully:

Opened blind boxes are non-returnable and non-exchangeable unless there is a verified manufacturing defect.
Duplicates: Receiving duplicates when purchasing individual boxes (not a sealed “whole set”) is normal and not considered a defect. If you want to avoid duplicates, purchase a sealed whole set when available.
Whole set duplicates or missing styles: If a sealed whole set is missing a style or has duplicates, email support@playoddonein.com with your order number, photos of the full set, and a continuous unboxing video. Once verified, we will ship the missing style(s) or otherwise make it right.
Card/Insert mismatch: If a character card/insert doesn’t match the figurine, email support@playoddonein.com with clear photos of the figurine + card and your order number; we’ll resend the correct card after verification.
Hidden card redemption (if applicable to the collection): Email support@playoddonein.com a photo of the hidden card, your order number, and your shipping address; we’ll arrange redemption after verification.

After-Sales for Defects (Assessment, Evidence & Timeframes)

1) Timeframes

General defects: Request after-sales service within 15 days of delivery (carrier scan) and include original order proof.
Electronics/peripherals (if applicable): 1-year limited warranty for quality issues from delivery date. If repair or like-for-like replacement isn’t possible, we’ll refund the product price actually paid.
Packaging damage: Report within 72 hours of delivery with photos/video; severe packaging crush that damages the product is eligible. Minor box scuffs/dents that do not affect the product are not eligible.

Requests outside these windows may be declined.

2) Where You Purchased

This policy covers purchases made directly from OOi official channels (our online store and official pop-ups).
If you purchased via an authorized retailer or marketplace, please contact that seller for after-sales handling per their policy.

3) What Counts as a Defect (Category Criteria)

A. Figurines / Blind-box bag charms / Vinyl minis

Functional: Non-human-induced fractures; can’t stand upright; joints/parts stuck or unstable.
Appearance: Extensive scratches or scuffs; prominent stains/oil spots.
Normal tolerances (not defects): Minor paint variation, slight seam lines, small specks, and technique-related effects (e.g., color-shift paint) fading gradually over time.

B. Plush (plush dolls, vinyl-faced plush, cotton dolls)

Defects: Non-human seam openings/tears; filling exposure; severe hair loss; vinyl face with major scratches; significant print misalignment.
Normal tolerances: Light fabric odor, pressed fur from packaging, minor loose threads, slight uneven stitching, small spots—can often be fluffed or adjusted.

C. Apparel & Accessories (bags, hats, jewelry, etc.)

Defects: Broken seams, zipper failure, adhesive failure, cracking, deformation, non-human accessory detachment; severe misprints or patterns not matching description.
Normal tolerances: Minor wrinkles, slight color variation, light material odor that dissipates.

D. Home & Living (ceramic, glass, decor)

Defects: Cracks, leakage, sharp edges, major stains/glue marks, significant scratches.
Normal tolerances: Small air bubbles/black specks from hand-firing or glazing that don’t affect use.

E. Electronics & Peripherals (if applicable)

Defects: Won’t power/charge or perform stated function. Provide photos/video; we may request return for testing.

4) Evidence Required

Please email support@playoddonein.com with:

Order number and brief description of the issue
Clear photos/video showing the defect
For claims like “empty package,” “whole set duplicates/missing,” or severe packaging damage, a continuous unboxing video is required.

5) What Isn’t Eligible

Non-quality returns such as “don’t like the style,” “changed my mind,” or “wrong blind-box character” (for opened boxes)
Items failing to meet OOi’s defect criteria after review
Normal wear and tear from use
Mismatch between expectation and normal production tolerances listed above
Cross-border after-sales (we only reship within the original order’s country/region)

6) Resolution Path

If approved, we’ll provide: replacement, repair (if applicable), or a refund for the product price paid when replacement/repair is unavailable.
Replacement items ship only to the original order country/region.

Refund policy