Shipping Policy

SHIPPING TIMES

Our goal is always to pack orders within 1-2 days of them being placed (except for pre-orders), but some weeks are much busier than others. Please be mindful of our store hours and understand that our staff is usually not scheduled in-store on the days we are closed. With that being said, if you place an order after 3:00 PM EST on a Saturday, the earliest you should expect to receive a shipping notification would be the following Tuesday evening. If you do not receive a shipping confirmation within 7-14 business days of placing your order, your tracking number has not updated, you have verified you entered your email address correctly, and your item was NOT a pre-order, please email destiny@utopiatmknox.com with your order number included in the subject line for assistance.

If you are placing an order that is a gift and you expect it to arrive before a certain date, it is your responsibility to select the appropriate shipping option or to email us before placing the order to ensure we can meet your expectations.

TRACKING UPDATES

Once a label has been printed for your order, you will receive a shipping confirmation email with a tracking number to the email address you provided, automatically. Please allow ~24 hours for the tracking number to properly update. If you do not receive a shipping confirmation within 7-14 business days of placing your order, your tracking number has not updated, you have verified you entered your email address correctly, and your item was NOT a pre-order, please email destiny@utopiatmknox.com with your order number included in the subject line for assistance.

In general, once a package leaves our facility, it immediately becomes the responsibility of the shipping carrier. If you believe your package has been lost, it is up to you to file a claim with the appropriate shipping carrier with the tracking number provided to you via email by our online system. After you have submitted and processed a claim with the appropriate shipping carrier, if no solution has been provided, please follow up with us via email and we will discuss refund or replacement options.

For further information on how to inquire about online orders, visit our Contact page.

REGARDING FUNKO PRODUCTS

We cannot guarantee mint condition for any Funko products, or any product in general. Items may arrive at our facility with existing imperfections from the initial production process, shipping, etc. Once an item leaves our facility, the condition and quality control is entirely out of our hands and is the responsibility of the mail carrier or customer. Please email us to verify condition of product before placing an order. We have implemented a system in which photos will be taken of your Funko product before it is packaged and how it is packaged so that we can verify any claims of damage that may be brought to our attention. We have the right to refuse a return or refund for any reason.

To begin a return request for a Funko item, please email destiny@utopiatmknox.com with photos of the product AND all packaging.