How do I place an order?
Selected items from all categories can be ordered on our website, when you see an item you want to buy, click the "Buy now!" button. This places the item in an electronic shopping cart, quantities and adjustment could be updated at any point before check out procedure. If you click on the Shopping Cart tab located at top right, you will see an itemized summary of all items in your shopping cart.

How do I check out?
When you are done shopping, click the "Checkout" tab located in your shopping cart at the bottom of your screen. You will be prompted to provide the information necessary to complete your order, such as your name, billing address, credit card number and shipping address. You will also be asked to select a shipping method. Next, the total amount of your order will be displayed, including sales tax (  applied to CA residents only) and any additional charges such as shipping and gift wrapping. If any of the information is incorrect, you can go back and adjust information on the previous pages. You can also cancel the order at this point.

After you have reviewed and confirmed that everything is correct, click "continue". A page will appear confirming your order and giving you an order number to use if you need to contact us. We will send you an email notifying you with your order confirmation as soon as the order has been verified. Once your order has been packaged and has left the warehouse, we will send you another email notifying that your order has been shipped, along with a tracking number if available. Please note that we will notify you only via email, so be sure not to filter out any email sent from TheCharactersClub.com

How do I reorder?
Once you have registered, you can log in to speed up your checkout process.

How do I change or cancel my order?
To change or cancel your order, you must notify us via email (customerservice@thecharactersclub.com) within a few hours after you place your order. You must include your order number in the email.


Can I change or cancel my order after the order has shipped?
Orders canceled after they have shipped will be treated as a return. Any order refused upon delivery, without prior arrangement and approval of a Customer Service representative, will be treated as a return and you will be responsible for all shipping charges associated with returning the package to TheCharactersClub.com.

What forms of payment can I use?
We're pleased to accept Visa, MasterCard, Discover and American Express as payment for all online orders. Debit or ATM cards sponsored by these credit card companies are also accepted.  For security, all order information is encrypted before transmission over the Internet to our secure processing center.

IMPORTANT CONSUMER PROTECTION MESSAGE: We reserve the right to cancel your order if your billing information does not match your credit card's information.

If you wish to pay with a check or money order, please print your finalized shopping cart page and mail it along with form of payment to:

 
Characters Club, LLC.
Attn: Order Processing Dept.
8235 Remmet Ave.
Canoga Park, Ca 91304 
Note: Orders paid by check require 7 – 10 business day to clear before we will ship the product.

Is it Safe to Use my Credit Card?
TheCharactersClub.com takes credit card safety very seriously. Our website utilizes SSL (Secure Sockets Layer) encryption technology. In addition, your credit card information is stored in an encrypted format on a database that is remote from our web site so, it isn't connected to the Internet and is therefore safe from hackers.

Do you charge any sale tax?
California sales tax is applicable on all orders shipped within California. There are no sales taxes applied to orders shipped to non-CA addresses.

What is your return policy?
Customer satisfaction is our top priority. However, if you are not completely satisfied, we are pleased to offer a (30) day return policy on all purchases. Merchandise must be returned unopened and in the original, unaltered condition for a refund or a credit. Please send us an email asking for RETURN Instructions. The shipping & insurance fees are not refundable. 

How do I return a product?
Within 30 days of receipt you may return most items purchased in our on-line store for a full product refund. Please note shipping and handling is non-refundable unless the product was damaged or the wrong product was sent to you. We will also pay the return shipping if the error was ours. If the item you are returning was a gift, please enclose the name and e-mail address of the person who sent you the gift.
 
 
 Please be sure to include your order number and packing slip with any return!

All returns should be sent to:
TheCharactersClub.com
Attn: Returns Dept.
8235 Remmet Ave.
Canoga Park, CA 91304
 
How do I exchange an item?
If you would like to return an item in exchange for a different item, return the item you don't want and simply order the new item online at any time. For returns, refer to our Return Policy procedures. We will credit your account for the return when we receive it. Return shipping costs are not refundable.

When will I get my account credited for the refund?
If your transaction qualifies for a refund, your account will be credited for the returned item once our warehouse receives the returned item.  The time that it takes to see the funds available on the card will vary depending on bank issuing the refund.
Refunds are issued in the same form of payment customer used to place order.
 
Do you ship outside of the United States?
 We currently ship to the contiguous 48 States as well as Alaska and Hawaii. We do not ship outside the United States, nor do we ship to Puerto Rico. Please note: Shipments going to Hawaii or Alaska may take several days longer to receive.

How are packages shipped and shipping charges calculated?
We currently offer shipping through the United States Postal Service and UPS.  Depending on your choice of shipping method, our shipping and handling rates are calculated automatically upon checkout. We make every effort to pack each order as efficiently as possible to minimize your shipping charges.

 UPS Domestic Ground

This map shows the estimated delivery times for UPS® Ground transit packages from TheCharactersClub.com located in Los Angeles, CA

 

How Long Will My Order Take To Deliver?
Most orders ship within 1-2 business days. If your order is time critical, we suggest that you upgrade to 2nd Day or Next Day shipping.  
 

 Important Information

• Shipping Transit days are given in Business Days (Mon-Fri)


• Lightweight Economy Ground shipments are not scanned until delivery, which is why the tracking information may say "no record of this item." However, it has shipped and it will receive a delivery confirmation scan once it has been delivered. At this time the tracking information will update to "delivered."


• We ship all orders to APO/FPO Addresses and U.S. Territories via USPS Priority Mail. 


• While most orders arrive in a timely manner, APO/FPO Address shipments may take 2-4 weeks. Orders are processed and ship within 1-2 Business Days.


• Unfortunately, we can't guarantee delivery times to APO/FPO addresses

For any additional info in regards to shipping please contact us at: customerservice@thecharactersclub.com
 
 
What if I Forgot my Password or User Name?
If you have an account with TheCharactersClub.com, but forgot your password, it can be emailed to you upon your request. If you are at the website, go to My Account and click on "Forgotten Password?” and follow the instructions.

Can I modify my account?
Yes, we encourage all members to keep their account information up to date. You are free to change the personal information (First Name, Last Name, Email, Phone Home, Phone Work and Credit Card details) you have provided while registering with us. Also, you can change your administrator's password through "my account".

Can I have my item gift wrapped?
Yes, with additional charges most items on our web store can be gift wrapped. Selecting the gift wrap option will ensure your item will arrive in a gift box and wrapped in fine wrapping paper matched according to gift item selected.
Please note: In order to ship all packages out as quickly as possible, we don't currently offer wrapping paper options.  However, TheCharactersClub.com promises superior presentation on all items gift wrapped.

What is the Today’s Favorite Character?
Every day we offer specials for one of the characters on our website. This exclusive feature will help you purchase multiple items of the same Character. Make sure to check regularly for your little one’s favorite characters.

Is your web site secure?
Yes, we take the security of our customer's financial information very seriously. Our web site uses Secure Sockets Layer (SSL) technology to encrypt purchase information, ensuring that your financial data is protected at all times. We do not store your credit card details on our servers.
For more information on TheCharactersClub.com site security click here.

How does your web site handle the protection of privacy?
Please see our privacy policy which describes what information is collected and how that information is used.

 
For additional info you can Contact us @ customerservice@thecharactersclub.com