Shipping policy

Processing Time

• The majority of in-stock orders are processed within 1-5 business days. After processing, delivery takes an additional 1-3 business days within Canada and 4-8 business days within the US.

• We recommend separating the orders for in-stock and pre-order items, allowing us to process them independently. If not separated, we will delay shipping until the pre-order products are all in stock.

• Please be aware that we do not dispatch orders on weekends or holidays. During periods of high order volume, there might be minor delays, but rest assured, we are committed to delivering your items as swiftly as possible.

Shipping Destinations

We ship throughout Canada and US.

Free Shipping

• Free standard shipping is available on Canadian orders $300 CAD+ and US orders $300 USD+.
• Eligibility is calculated dynamically at checkout based on order size, weight, and your shipping address. Oversize and heavy items (such as Prime 1 statues and large-scale figures) may not qualify even on orders over $300.
• Free shipping uses our standard service (typically 3-9 business days). You can always select a faster carrier (Canada Post / UPS / FedEx / USPS) at checkout.
• Final free shipping eligibility is shown at checkout once your shipping address is entered.

Shipping Fee

• Shipping Fee: Carrier shipping rates for orders are calculated based on the package's size, weight, and destination.
• Oversize packages: For some items we may not have final package dimensions in advance. If the actual shipping cost is significantly higher than the amount quoted at checkout, we may contact you to collect the difference.

SHIPPING CARRIERS

• Canada: Canada Post (via Chit Chats and eShipper), Chit Chats, UPS, FedEx (UPS and FedEx are offered on oversize orders)

• USA: USPS (via Chit Chats), UPS, FedEx (UPS and FedEx are offered on oversize orders, with duties prepaid)

Customs Duties & Import Taxes

For U.S. and other international orders, we ship via DDP (Delivered Duty Paid). Duties and taxes are prepaid by P-Rex Hobby, so you won't be charged additional import fees upon delivery.

Fulfillment Partners

We work with two fulfillment partners to deliver your orders quickly, reliably, and cost-effectively:

• eShipper — Our Canadian logistics partner. eShipper aggregates multiple carriers (Canada Post, UPS, FedEx) for our Canadian deliveries and oversize US shipments.

• Chit Chats — Our cross-border fulfillment partner for U.S. orders. Chit Chats handles the majority of our shipments to the United States, with final-mile delivery via USPS and all customs duties prepaid (DDP).

Damages and Lost Items

We've partnered with Route — a package protection and tracking solution — to give our customers the best possible delivery experience. Route provides low-cost shipping protection to protect your package in the event that it gets lost, stolen, or damaged while in transit.

Route Shipping Protection is automatically added to your cart at checkout. You can remove it before placing your order if you prefer.

Route is also a mobile app that allows you to visually track all of your online orders in one place. No need to dig through your email for tracking numbers. Route's dynamic maps and real-time shipping updates keep you in the loop throughout every part of your delivery. The Route app is available on Android and Apple app stores.

If you experience an issue with your order:

• If you purchased Route Protection: File a claim directly with Route's team at claims.route.com. You'll need your P-Rex Hobby order number or Route ID and the email address attached to the order. Most claims are reviewed within 1-2 business days.
• If you opted out of Route Protection: Please contact the shipping carrier directly to file a claim. P-Rex Hobby cannot be held liable for products that are damaged or lost during shipping when Route Protection was declined.

When filing a claim, please:

• Preserve all original packaging materials and damaged items as evidence.
• Take clear photos of the damage (outer box, internal packaging, and product).
• File within Route's claim windows: damaged items within 30 days of delivery; "marked delivered but not received" between 5-30 days of the delivery date; lost packages (stuck in transit) from 7 days after the last tracking update (20 days for international).

If your order has manufacturing defects or you suspect damage occurred before shipping, please contact our customer service team at customer@prexhobby.com directly.

FAQs

1. How Long Does It Take to Process an Order at P-Rex Hobby?
   At P-Rex Hobby, we aim to process most orders within 1-5 business days. Please note that weekends and holidays are excluded from this timeframe.

2. Do You Offer International Shipping?
   Yes, we ship to both Canada and the United States. Shipping charges are clearly outlined during checkout, and U.S. orders ship via DDP with duties prepaid.

3. What Should I Do If My Order Arrives Damaged?
   If you purchased Route Shipping Protection at checkout, please file your claim at claims.route.com. If you opted out of Route Protection, please contact the shipping carrier directly to file a claim. Either way, be sure to preserve all packaging materials and take clear photos of the damage as evidence.

4. Why didn't I see free shipping at checkout even though my order is over $300?
   Our free shipping eligibility is calculated dynamically based on order size, weight, and shipping address. Oversize or heavy items (such as Prime 1 statues and large-scale figures) generate higher carrier costs that exceed our free shipping policy thresholds. In those cases, real-time carrier rates are shown at checkout instead.