1. POP MART Membership

Dear POP Members,

We’re updating some POP MART Membership policies starting January 6, 2025 (PST). You can now add your membership card to Apple Wallet for quick and easy access.

The My Rewards page has been redesigned with a fresh new look and is now accessible to everyone, even without logging in. This makes it easier to explore rewards and sign up for in-store events.

We’ve adjusted some points-earning rules—be sure to check out the details to stay informed.

Thank you for your continued support. We’re working hard to bring you even more member benefits—stay tuned!

• What are the benefits of membership?

As a POP member, you enjoy several exclusive benefits:

Free Shipping: Members enjoy free shipping on orders over the following amounts:

-For Orders in the U.S.: Free shipping on orders over 199 USD.

-For Orders in Canada: Free shipping on orders over 259 CAD.

-Free shipping is also available for POP NOW orders over 29 USD in the U.S. and 39 CAD in Canada.

Earn Points: Our membership also includes the ability to earn points for both official website and official store purchases, where 1 dollar equals 1 point. We’re continually enhancing our benefits system to bring you even more exciting perks and rewards, so stay tuned for future updates.

• My order is over $199, why didn’t I get free shipping?

Please check if you’ve signed up as a POP member. Only members are eligible for free shipping on orders over a certain amount. We recommend signing up before placing your order to take advantage of this benefit.

• How to delete the account？

Please contact our customer service for assistance. However, please note that all your points will be forfeited once your account is deactivated. Also, please be aware that deactivation is not possible if you have any active orders.

• How can I check my points from offline purchases?

You can check your points by following these steps: Visit our website. Click on “my account” Go to “my rewards” Browse “points details” to view your accumulated points.

• How long are the points valid for?

Points are valid for 365 days and cannot be restored once expired.

• How long after I write a review will I receive the points?

We’ll review your comment or post within seven working days. Once reviewed, your bonus points will be added to your account within three business days.

• How can I modify my account information?

To modify your account information, simply log in to your account and click on "My Account." From there, select "Edit Profile." You can update your nickname, avatar, gender, and mobile number. Please note that once entered, your birthday cannot be modified

• How do I add a shipping/billing address to my account?

My account > Address book > Add a new address >Save

2. POP NOW

• Can I get a refund if I don't like it after I unbox it online?

Our online blind boxes are unique in that they offer a digital unveiling experience, allowing customers to see the content immediately upon purchase. This means that once the box is opened, it is considered consumed, similar to a digital product, and we are unable to accept returns to maintain fairness for all customers. Appreciate your understanding.

3. Product Inquiry

• What is a blind box?

Blind Box refers to the type of packaging that keeps the collectible toy as a mystery until it is opened. Blind boxes typically come in series that shows a collection; some figurines are rarer to find than others, these are referred to as "secret", "hidden" or "chase" figures

• Can I buy a specific figurine directly from the blind box series?

Unfortunately, due to the unique nature of blind boxes, we are unable to accommodate specific product for purchase.

• Can I definitely get the secret edition?

No, there is a certain chance to get a secret edition (varies by different series) except the series marked as secret edition included.

• Why do some products always sell out so quickly?

Usually the popular products are in very high demand. They may sell out quickly within seconds of being restocked. Please subscribe to "NOTIFY ME WHEN AVAILABLE" to get the first chance to purchase it when restocked.

• When will you restock?

We are working hard to restock, but we don't have a specific date just yet. Please subscribe to "NOTIFY ME WHEN AVAILABLE" to get updates as soon as it’s back in stock.

4. Order Inquiry

• Can I change my address after placing an order?

Once the package has been dispatched, we do not accept any change of shipping address. You can check the logistics status of your order or contact customer service.

• I placed an order and wanted to cancel it because I didn't want it anymore.

An order could only be cancelled before it is shipped. Once the parcel is shipped out, the order is irreversible and cannot be cancelled. （"POP NOW items purchased with online unboxing are not eligible for order cancellation."） Please contact our customer service for further help.

• When will my order arrive?

You can find the logistics status on your order page. Here are the step-by-step instructions: Click 【My account】—【My order】—【Check the details】—【Click your tracking number】to check the progress. 

5. Return and replacement

If you would like to learn more related information, please refer to the Returns/Replacements page.

• What if the figurine I received is defective?

Please kindly reach out to us at [email protected] within 15 days from the date of delivery, providing the related order number and attaching pictures or an unpacking video of the relevant figurines.

• If I don't like the character after opening the blind box, can I return or replace it?

Due to the nature of blind box products, we do not accept return and refund requests due to personal reasons.

6. Buy From Store

• What is the return policy for defective merchandise at POP MART stores?

If you find that your merchandise is defective, you can return it to any Pop Mart store within 15 days of purchase, provided you have the original receipt. Without the receipt, defective returns cannot be processed for a refund or exchange. Common issues considered defective include missing parts, broken or scratched components, duplicates in blind box sets, instability, stains, discoloration, and excessive glue. For further clarification or questions, please consult a store manager.

• How can I return defective products remotely?

To return defective products remotely, contact your local Pop Mart store. You will need to cover the return shipping costs and provide photos of the product. The photo requirements are:

-At least 3 photos of the entire product.

-Clear images showing any defective parts, with defects marked and described.

If you have any concerns or need assistance with your online order, feel free to reach out to us.

7. Buy From Distributor

• How do I get after-sales service for the products I purchased from a distributor?

Please contact the distributor you purchased from for after-sales service.

8. Payment method

• What payment types can I use?

We accept the following payment methods:

• Google Pay
• Apple Pay
• Credit Card:Visa, MasterCard, American Express (Amex), Discover, JCB, Diners Club International

9. Pre-order

• How can I identify pre-order products?

Pre-order products have a 'Pre-Order' label. If you see an estimated shipping time on the 'My Orders' page, you have purchased a pre-order product.

• When will my order ship if it includes pre-order items?

The estimated shipping time for orders containing pre-sale products can be seen on the 'My Orders' page. If your order includes a pre-ordered product, it will ship once all products are in stock.