Help Center & FAQs
Answers to the questions we get most often. Can't find what you need? Contact us — we reply within 24 hours on business days.
Ordering · Shipping · Returns & Refunds · Rewards · About P-Rex Hobby
Ordering
What payment methods do you accept?
We accept Visa, Mastercard, American Express, Discover, Diners Club, PayPal, Shop Pay, Apple Pay and Google Pay. Available options are shown at checkout.
I didn't receive an order confirmation. What should I do?
We email an order confirmation right after purchase. Please check your spam or promotions folder. If you still can't find it, contact us with the name and email used at checkout and we'll look it up.
Can I cancel or change my order?
Orders that haven't shipped and don't have a tracking number yet may be eligible for cancellation — email customer@prexhobby.com as soon as possible. Final sale items (sale items, trading cards, blind boxes and lucky boxes) and back-orders can't be cancelled once placed. Pre-order cancellations follow our Pre-Order Policy. See how refunds are issued.
How do pre-orders work?
Pre-orders let you reserve an item before release. Most pre-orders offer full payment or a deposit at checkout; estimated arrival dates on product pages are for reference only. Orders containing pre-order items ship when all items are ready. Full details are in our Pre-Order Policy.
What is a back-order?
A back-order is an item that is temporarily out of stock, and we can reserve it for you with a deposit. It typically arrives at our store within 15 business days. Back-orders are final sale. See our Back-Order Policy.
What if an item is out of stock?
Click "Email me when available" on the product page and we'll email you when it's available again. What each label on a product page means is explained in our Stock Status Guide.
How do I track my order?
Sign in to your account to see your order status and tracking. No account? Open the chat at the bottom right of any page, tap "Track my order" and enter your order number and email. If you added Route protection at checkout, you can also follow your package in the Route app.
Shipping
Where do you ship?
We ship throughout Canada and the United States from our warehouse in Vancouver.
How long does delivery take?
In-stock orders are processed within 1–5 business days. After dispatch, delivery takes 1–3 business days within Canada and 2–8 business days to the US. We don't dispatch on weekends or holidays. If your order mixes in-stock and pre-order items, it ships when everything is ready — place separate orders to get in-stock items sooner.
How much does shipping cost?
Shipping is calculated at checkout from the package size, weight and destination. Free shipping on orders $300+ (Canada; oversize and heavy items may not qualify). Eligibility is confirmed at checkout once you enter your address. See our Shipping Policy.
Will I pay duties or taxes on US orders?
No. Duties prepaid · no import fees at delivery.
Are there extra fees for oversize items?
For some large items we don't have final package dimensions at checkout. If the actual shipping cost is much higher than the amount paid, we'll email you with the actual cost first — we never charge your card without your agreement.
Can I pick up my order locally?
Yes. If you're in the Greater Vancouver area, choose Local Pickup at checkout and we'll let you know when your order is ready.
Returns & Refunds
Can I return or exchange an item?
Eligible items can be returned or exchanged within 30 days of delivery if they are unopened, unused and in their original packaging. Email customer@prexhobby.com to start a return. Approved returns are subject to a 20% restocking fee. Sale items, trading cards, blind boxes, lucky boxes and in-store purchases are final sale. Full details are in our Refund Policy.
How are refunds issued?
Refunds issued as store credit receive the full amount. Refunds to your original payment method carry a 3% processing fee for Canadian customers and a 6% transaction and currency exchange fee for US customers.
What if my order arrives damaged or goes missing?
If you added Route protection at checkout, file your claim at claims.route.com — most claims are reviewed within 1–2 business days. Without Route, please file a claim with the carrier. Keep all packaging and take photos of the box and item. See our Refund Policy.
What if a part is missing or defective?
Manufacturing defects are covered by the manufacturer. Bandai, Good Smile Company, Kotobukiya and other major brands run their own replacement service for customers in Canada and the US — our Refund Policy lists where to file. Keep the box and your order confirmation email, which serves as your receipt.
Rewards
How does the rewards program work?
You earn points on every purchase — 2, 5 or 10 points per $1 depending on your Bronze, Silver or Gold tier — plus bonus points for product reviews and for sharing on social media. Every 100 points is $1 off. Tap the gift icon at the top of the site to redeem. See our Rewards Policy for tiers, limits and expiry.
About P-Rex Hobby
Why shop at P-Rex Hobby?
P-Rex Hobby is a Bandai Recommended Hobby Store and an Official Good Smile Company Partner Shop in Canada. Based in Vancouver — one of the closest major North American ports to Japan — we get new releases in early, and we're trusted by collectors across Canada and the US with 1800+ five-star reviews. Read our story.
Are your products official and licensed?
Yes. Everything we sell is genuine, officially licensed product.
Do you have a physical store?
Yes — visit us at 8700 McKim Way, Unit 1193, Richmond, BC. Store hours and directions are on our Contact Us page. Pre-order items are available online only.
How can I contact customer service?
Use the chat box at the bottom-right of our website or email customer@prexhobby.com. We reply within 24 hours on business days.
Looking for Gunpla building tips?
Our Gundam 101 guides cover everything from choosing a grade and the tools you need to painting and displaying your collection.