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FAQs

Account Settings:

HOW DO I UPDATE MY ACCOUNT INFORMATION?
Your account has different sections to help you easily access information.  Billing and address information can be updated in in the Customer Information section during checkout.

Payment & Billing:

WHEN IS MY CREDIT CARD CHARGED?
Payments are processed during the check-out process, including Pre-Order items. 

WHEN WILL I BE CHARGED FOR A PRE-ORDER ITEM?
Payments are processed during the check-out process, including Pre-Order items. If you purchased In Stock items along with Pre-Order items, your entire order will be held until all items are available to ship. 

IS MY PAYMENT INFORMATION SAFE?
Your payment is secure. We use the Secure Sockets Layer protocol (SSL) and comply with the highest level of Payment Card Industry (PCI) standards.

WHAT PAYMENT OPTIONS ARE AVAILABLE?
We currently take credit card payments in the form of MasterCard, Visa, Discover, PayPal, AMEX, JCB, Diners Club, Apple Pay, and Google Pay. (Note that the charge will come from China Manufacturing Direct if purchased via PayPal.) 

WHY HAS MY CARD BEEN DECLINED?
Please make sure your billing address is typed correctly, especially your zip code. The billing address must match the address to which the bank account is registered. If you continue to have problems with making payments, please create a ticket by clicking on the SUPPORT button on the web site.

DO YOU OFFER A MILITARY DISCOUNT?
Yes! To thank you for your service, we've partnered with GovX to offer a discount on our Store. Please visit here for more details.

Orders:

WHERE IS MY ORDER?
If you don't receive a shipping confirmation email at least 72 hours after you've placed an order, then please create a ticket by clicking on the SUPPORT button on the web site to follow up. We will investigate and respond back. Please note that orders placed during a sale or promotion may take longer to process. If you did receive a shipping confirmation email, you can view your tracking number to see the status of your package.

HOW DO I CANCEL MY ORDER?
All Sales are Final and cannot be cancelled once you place your order. We will review special cases, so please create a ticket by clicking on the SUPPORT button on the web site so we can review your case accordingly.

I JUST PLACED MY ORDER. CAN I ADD TO IT?
Unfortunately not. You will need to place a separate order for any additional items you wish to purchase.

MY ORDER WON'T GO THROUGH. WHAT SHOULD I DO?
Please only click the "Complete Order" button once to avoid multiple authorizations. If you continue to receive an error message, even after reviewing your credit card information, billing and shipping addresses, please check and make sure you are using the latest version of your web browser. If the problem still persists, please create a ticket by clicking on the SUPPORT button on the web site.

PRE-ORDERS:
We will occasionally have items for pre-order and those items have special considerations. Please review this list before you make a pre-order.

  • Pre-Order items are charged at the time of purchase, not when we ship them out. 
  • Having the item in your cart does not reserve the item - your order is not confirmed until check out is completed. 
  • If you need to cancel or change a Pre-Order, please contact Support as soon as possible before the ship date to ensure your order is updated in a timely fashion. Once shipped, all Sales are Final.
  • Ship date is subject to change without notice. We will update the product page with any changes as they happen.
  • If you purchased In-Stock items along with Pre-Order items, your entire order will be held until all items are available to ship. We will not split ship your order.

Returns:

WHAT IS THE FiGPiN REFUND POLICY?
All sales through FiGPiN.COM and the FiGPiN App are final. However, certain special circumstances will warrant a consideration for replacement or refund. Please contact our support team if you have any questions or issues with your order. 

HOW LONG DOES A RETURN TAKE TO PROCESS?
If your shipment qualifies for a return, instructions will be provided on a case-by-case basis. The time it takes to process a return, will be dependent upon the details of the issue being resolved.

Shipping:

WHAT SHIPPING SERVICES DO YOU OFFER?
We ship using United States Postal Service (USPS) First Class Mail and Priority Mail. Estimated transit times are around 1-3 business days (Monday-Saturday) anywhere in the continental US. Choosing Priority Mail as your ship method does not guarantee prioritized processing from the warehouse. Priority Mail does have a faster transit time through USPS than First Class Mail once your order ships. 

DO YOU SHIP INTERNATIONALLY?
No. Currently, we only ship within the Continental United States of America. Please check back as we will work to open up FiGPiN.com sales internationally. Thank you for your understanding! 

HOW SOON WILL MY ORDER SHIP?
Orders will usually ship within 3-5 business days from our warehouse in Southern California. We ship orders Monday - Friday, during business hours only, and we do not operate on major holidays. Please note that orders placed during a sale or promotion may take longer to process. Thank you for your patience!

HOW DO I TRACK MY ORDER AFTER IT SHIPS?
You will receive a shipping confirmation email, along with tracking information once your order has been shipped from our warehouse.

 

Products:

WHY CAN'T I PURCHASE EVERY PIN?
FiGPiNs that were used as a promotional item (for example, a gift included with a video game pre-order) or manufactured for a retailer as their exclusive will not be available for sale on FiGPiN.com. Additionally, some pins are out of production, and so they have made their way to the Vault.

WHAT IS THE EXCLUSIVE SHOP SECTION?
FiGPiNs in this section will be pins that are available only on FiGPiN.com. This could include Limited Editions or Con Exclusives, for example.

WHAT DOES 'VAULT' MEAN?
The FiGPiN Vault includes pins that are no longer available for purchase. This could include promotional items, retailer exclusives, expired licenses, or items that are out-of-stock pin with no plans to go back into production. Certain pins could potentially come out of the Vault and be made available for purchase again, as a later edition.

HOW DO I GET A FiGPiN LOGO PIN?
The FiGPiN logo pins were first released with our Limited Edition FiGPiN.com exclusive in December 2018. Customers received one of seven (7) colorways packed randomly in each order as a gift with purchase. Logo pins have also made it into the world through various PR and Marketing avenues. We will on occasion offer a random logo pin as a gift with purchase from FiGPin.com. Keep your eyes out for extra special logo pins when we attend various shows or events!

DO YOU RESTOCK SOLD OUT ITEMS?
If the item is a Limited Edition, we will not be restocking them. Non-Limited Edition items could be re-stocked at our discretion. 

WHAT IF MY PRODUCT IS DAMAGED OR MISSING?
We take extra care to package your box contents. However, if you feel products are damaged or missing, please submit a ticket and include pictures of reported damages. Submissions are reviewed on a case-by-case basis, and not all cases will qualify for a replacement.

WHY DO THINGS SELL OUT SO FAST?
Due to the limited nature of some of our products, we cannot guarantee stock availability. The best way to make sure you are in the know is to sign up for our newsletter.

WHERE ARE YOUR PRODUCTS MADE?
FiGPiNs are designed here in the USA, and manufactured in China.

GIFT CARDS
Gift cards are digital and delivered by email. There are no processing fees and the code does not expire. You will first receive an Order Confirmation email to confirm your purchase. Next, you will receive a separate email titled: Your FiGPiN gift card is ready! where there will be a link to your Digital Gift Card Code. You may also Print this page to give the gift of Awesome! To redeem your gift card, enter the Gift Card Code onto the Payment page. To check the balance of your gift card, you can refer back to your link with the Code to show balance, or reach out to Support to inquire.

HOW DO I FIND OUT ABOUT NEW PRODUCTS?
If you would like to receive information on new items we're coming out with, please join our Weekly Newsletter! You can sign up at the bottom of the www.figpin.com home page.

 

APP:

HOW DO I GET THE FiGPiN APP?
Download the FiGPiN App from the iOS and Google Play Stores and unlock your pin with the engraved serial number. 

IS IT FREE?
Yes! 

FOR ADDITIONAL QUESTIONS REGARDING THE APP, PLEASE CONTACT app@figpin.com.
 

General:

HOW DO I CONTACT CUSTOMER SERVICE?
FiGPiN Customer Support can be reached by creating a support ticket by clicking on the SUPPORT button on the web site.

DO I NEED AN ACCOUNT TO MAKE A PURCHASE?
You can purchase by creating an account or through guest checkout.