Frequently Asked Questions
Q-What forms of payment do you accept?
A-We are happy to accept most all viable payment forms. We are an authorized
credit card merchant, and we accept MasterCard, Visa, Discover-Novus and
American Express credit cards. Paypal is also accepted (use code 777 during checkout, for check #). We also accept checks, money orders, and on
larger orders, wire transfers are available. Please note that while rare, occasionally a manufacturer will increase the cost of an item after we have begun to offer a presell price, thus affecting our retail price. In this instance, we will have to adjust the price up by the amount of the cost increase, a "subject to change without notice" type clause. However, we will post to the site the price increase, so folks are aware.
Q-How do you ship?
A-We try to ship the cheapest but safest means for our customers.
Domestically, we ship all parcels that weigh 3-4 pounds or more by UPS. For
parcels that are smaller and lighter (1-3 pounds) we typically ship USPS
priority mail. We ship all international orders by USPS parcel post air mail
with insurance unless otherwise instructed.
Q-Why are shipping costs not calculated on my order, and have to be emailed
to me after I place my order?
A-There are many factors for this. The first being that we presell a large
majority of our items, and many are released at different times, and require
multiple shippings. The program would calculate only one shipping cost for
all items ordered, whether instock or future releases, and that may not be
valid or accurate. Also, sometimes exact weights are not known in advance of
receiving the item, so we have to "estimate" shipping (based on our
experience, we can typically accurately predict costs, but ultimately we will adjust to actual posted rates via www.usps.com and www.ups.com if we are in error...However, we will never adjust shipping costs by more than $1, without first consulting the customer). There are many
items we employ a standard, across the board shipping rate on; like Star Wars
cases or Simpsons cases. We average our costs over all customers, so that
every customer pays the same, fair shipping cost, and these shipping costs
are clearly stated within the preorder catalogs, so you know shipping in
advance of placing your order. On many items, we are now placing the shipping
costs within the item description so you know when you submit the order the cost (we will still probably email you a cost total, just to confirm)...if we don't have the cost listed, we email a generic shipping cost
response to all orders, unless specifically stated that we are not.
Q-What if I want to pay by Money order?
A-Our merchant program does not offer a "money order" option (only check and credit cards)...however, we consider a "check" the same as a money order. When it asks for check #, simply input 1, or 100, or whatever.
Q-On a preorder item, how will I know when I will receive it?
A-On most all items, we try to link a description page (you reach this by
clicking on the item description). Within this page, we try to list contents,
shipping costs (if standard) and E.T.A (estimated time of arrival). Some
items that we import directly from Hong Kong (like Simpsons), we have a very
accurate time frame on. Other items that we order through a distributor or
direct from a company (like Star Wars), we are only give "approximate"
release dates. Further, there are many factors that go into the receipt of
this product to our warehouse, so we use our newspage of our website to give
Q-Am I guaranteed an item I preorder?
A-In most cases, yes. There are some items that a manufacturer will limit, or
not fully ship our order to us, but that is generally the exception. You can
always email us about any specific item you are unsure of.
Q-When do I pay for a preorder item?
A-We never precharge you for your preordered item. We work on a trust and
committment factor. We trust you to remain committed to your preorder, and in
turn, we want you to trust us to be committed to processing it at the price
we offer it. Therefore, we will not precharge, or require payment until the
preorder item is in transit to our warehouse and we beging processing orders. By submitting your payment information at time of the preorder (Credit card, etc), you are authorizing us to charge your account the total of the purchase price and the stated shipping cost, upon time we are ready to ship your preordered item(s).
Q-Can I cancel a preorder I have placed with New Force?
A-Yes, single customer orders are cancellable under the following criteria (Please note, Preorders and wholesale quantity preorders are not cancellable, such as full cases, etc). On a mass release item (one we offer for
sale to the general public, such as Simpsons, Star Wars, etc that is also available at mass retailers like TRU, Target, etc), you
may cancel a preorder up until the time that we have not paid for the product
and it has not shipped to us or is in route to our warehouse. Once we pay
for a release, and it is in transit to us, we begin processing preorders, and
at that time, it is too late for us to accept a cancelation of a preorder
(due to labor, processing costs, etc). Unfortunately, we are not able to cancel a specialty market preorder (Diamond Comics orders for statues and action figures-Star Trek (DST or Playmates), etc, specially placed orders that are customer specific, etc) because once we accept your preorder, and subsequently place the order with Diamond Comics,etc, we are not able to cancel under any circumstance.
Finally, orders we import (Like 12" Star Wars dolls), are not cancellable, due to the advance time we have to place the order and prepay up front with the manufacturer. Please email all order cancellation requests to email@example.com, and we will reply to confirm. Also note that on a rare occasion, the manufacturer might increase the cost of an item, after we have solicited it at a certain presell price. If that occurs, we will announce the price increase on the site, change the presell price going forward, and manually adjust the previously solicited presells to the current presell price (kind of a "price subject to change without notice" clause). If a manufacturer increases the cost an unreasonable amount (20% or more), we will cancel that item and resolicit all preorders.
Q-Can I return a purchase?
A-Yes, any mass release item is returnable that is ordered from our site when ordered as an "in stock" purchase (definition: an item that is readily available and sold at major retailers such as Target, TRU, Walmart, etc, and is listed as "in stock" when ordered...note: this does not include or apply to advance preordered items), but we must state up front that returns are costly to our customers (unless we are in error, then we will cover expenses) and requests for returns must be made within 3 days of receipt of shipment (either by phone or email). Please note, on sealed case shipments, returns can only be made on a sealed case, once opened, the case is not returnable (also note, preorders are not returnable, as we typically only order quantity our customers preorder). Also please note, wholesale quantity orders are not returnable. On non case items (single figures or sets, etc) they simply need to be in the same condition as sent (manufacturer sealed-if opened, we cannot accept returns, as we do not warranty the item). Some factors to take into account when considering a return: We cannot refund the shipping cost(s) of getting the item to you, and you must pay insured shipping costs back to us. Also, while we do not have a "restocking" fee, there is a 6% processing/return service fee, that is charged to return and refund a credit card purchase due to associated expenses. When we realize a sale, we have this cost factored into our profit margin, but, on a return, there is no sale, and hence the costs must be absorbed by the customer in the form of the return service fee (again, unless we are at fault, then we will cover expenses). Unfortunately, specialty market items (from distributors such as Diamond Comics, etc) are not returnable due to the nature of the purchase. Please email all order return requests to firstname.lastname@example.org, and we will reply to confirm. Please note, we have very specific return instructions, so obtain via email or phone before you return a parcel.
Q-Do you offer wholesale pricing?
A-Yes. On larger quantity purchases our customers make (like Simpsons, Star
Wars), we do offer a tiered pricing structure. This info is not calculated by
our website, but we do manually adjust for you. The following is our typical
breakdown for tiered discounts for Simpsons cases (will vary by product,
please email for specifics):
1-4 cases: Website price
5-10 Cases:Typically a $1 per case discount (on cases with 12 figures).
11-20 Cases: Typically a $2 per case discount offwebsite price.
21-50 cases: Typically a $3 per case discount off website price.
51-100 Cases: Typically a $4 per case discount off website price.
101 or more cases: Typically a $5 per case or more discount.
Q-How can I see what I have on preorder with you?
A-We have several options. If you know your order #, you can email that to us
and we can look up specifically what was ordered within that particual order
#. If you don't know an order number, you can look you order history up by 1)
Sign in with your login name and password, 2) Click on the "Welcome back"
link, 3) at bottom of page, you can click on "Order History: Display" and
that will display all orders you have submitted.
Q-What if I move, and I have an address change?
A-Our online merchant system is not connected to our UPS WorldShip software. If you have previously been shipped an order from us, UPS will have that address on file, regardless of what address you enter on your preorder. If you move, please email your new address to email@example.com, so that we may properly update in our shipping system, so shipping of your preorder is smoothe.
Q-What condition will the product be in?
A- We have always stated that we sell "action figures", not cardboard and plastic (meaning packaging). We only sell manufacturer sealed product, in manufacturer produced packaging (irregardless of condition). But, we realize the importance to some, of the condition of the products' packaging. Most of the items we sell, are "presold", meaning we take orders before we have the product on hand, and before, in all honesty, we know the condition of the products' packaging. In some instances, where we have a good history of product receipt (Playmates Simpsons WOS, and Hasbro Star Wars cases are good examples), we will presell both "opener" product (product we anticipate will arrive in damaged packaging due to any number of reasons and "regular" product, meaning nicer packaging). However, there is some product that we will presell, that we will not know condition of before hand. In those instances, we are not able to guarantee condition of packaging, but we will do our best not to ship extremely damaged packaged items (we would likely make "opener" sets of very damaged packaged items available in an "in stock" situation once preorders are filled). We also can't guarantee condition of product in sealed cases (we often times wholesale sealed cases, cheaper than if bought in sets, due to labor cost savings). Again, we will try to only ship cases that "appear" nice/minimal damage on the outside, but we have known instances where "near perfect" shipping cartons have contained damaged carded product, due to manufacturing issues. All in all we want our customers to be satisfied, but ultimately, we are a company that cares more about the "figure" than the packaging (please note, we never use the word "mint" in reference to collectibles, as by definition, it does not exist in this medium).
Q-Why is it important to create an Account on our site?
A-There are many benefits to creating an account (click on Sign In). First,
that will allow you to have all your pertinent billing and shipping
information stored by us (name, address, etc) within our site, so that it is
not necessary to input all the information each time you order (only your CC
is not stored for security reasons). Second, you will be able to review your
order history! Finally, this order # is needed to cancel a preorder, if it becomes necessary. Each time you login in and place an order, the website
captures your order #, for you to review at a later date.