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Frequently Asked Questions
Welcome to the Frequently Asked Questions page. Here you can find answers and information that will address common questions and issues. If you feel that you still have a question or an issue that was not addressed here, we encourage you contact us!
Why should I shop with Captured Prey?
What is the Captured Prey Loyalty Program?
Where is Captured Prey located?
Does Captured Prey have a store I can visit?
Will Captured Prey share any of my information with others?
What information does Captured Prey store?
Does Captured Prey purchase collections? What about trades?
What if I want to order an item you don’t carry?
What payment methods does Captured Prey accept?
How do I pay using a money order?
How do I enter my discount code?
Does Captured Prey offer volume discounts?
What does a saved cart mean?
Why is my order status shown as Pending Verification?
What do the order statuses mean?
What condition are the items in?
What is the Captured Prey Pre-Order Guarantee?
Why should I pre-order an item?
When is payment due for pre-orders?
What are the chances that my pre-order will not be filled?
How long will it take you to ship out my pre-order once it is received in your warehouse?
Will you ship all of my pre-ordered items together?
Can I order in-stock items and pre-order items together?
When will my pre-order ship?
What shipping methods do you offer?
Does Captured Prey ship to buyers outside the United States?
Can International shipments be marked as gifts on the customs form?
Will International shipments be declared at full value on the customs form?
What does shipping & handling cover?
How are shipping rates determined?
When will I get my order?
Do you offer Insurance?
How will my order be packed?
Shipping Disclaimer
I'm a local buyer, can I pick up my items in person instead of having them shipped to me?
What if I am unhappy with the package condition?
What is Captured Prey's return policy?
What is Captured Prey's order cancellation policy?
Why should I shop with Captured Prey?
Because we offer exactly what we say we offer – Great toys, great prices, and great service. If you ever have a problem or a question, it will be handled directly by the owner, and you will receive a reply within 48 hours . Your issue will never be handled by a service representative who doesn’t have the power to help!
We are all fans here, and you will be treated just as we would hope to be treated in your place as a customer. If we can do something that will make you happy, we will. If we can’t, you’ll receive an explanation so that you know why, and alternative options if possible, instead of an outright denial.
What is the Captured Prey Loyalty Program?
Our loyalty program is simple. When you spend a total of $1000.00 or more with Captured Prey (not including shipping), you will become a member of our Loyalty customer group. When you are added to this group, you will receive an automatic three percent (3%) discount on every regularly priced item you order after joining. As of mid-2012, all loyalty program members will also receive a one-time, $20 credit applied to their account upon qualifying for the program, as well. You will also receive pricing on most items on Special which is lower than the normal sale price! Your discount and credit work on ALL items, not just some limited list of items you're forced to choose from like other rewards programs!
Where is Captured Prey located?
Captured Prey is based in Louisville, KY. We are 100% privately owned and operated, ensuring that the customer is the only power we answer to.
Does Captured Prey have a store I can visit?
Unfortunately, we do not. However, we are always more than happy to meet you in person, and we encourage you to visit us at BotCon, Slagacon, or other midwest conventions we may travel to during the year. Keep an eye on our Facebook or Twitter accounts, or on our News, as well as the site header, for notifications of where we will be!
Will Captured Prey share any of my information with others?
NO! We believe in treating you the way we want to be treated as customers. Your business relationship is with us directly, and we will not share your information with any other party for any purpose. We hate having our information handed over to spammers and marketers, and we won’t give them yours.
What information does Captured Prey store?
We store only information related to your account and orders, which will not be shared with others. This may include:
- Your Name
- Your E-Mail address
- Your billing and shipping addresses
- Your Telephone number
- Your account settings
- Records of your orders placed with us
- Any information entered as a note on an order
We do not retain any payment information on our servers.
Does Captured Prey purchase collections? What about trades?
Yes, we do purchase collections. Please contact us if you would like to ask about selling us your items, and we will be happy to detail the process for you. While we do not trade, we can offer you store credit instead of cash for your items. Generally, an offer of store credit will be worth 15-20% more than a cash offer. For example, if we offer you $100 in cash, we will generally be able to offer $115-120 in store credit.
What if I want to order an item you don’t carry?
If you see an item you would like to order that we do not currently stock, please contact us. We will look into whether it is possible for us to obtain this item. If you are looking to order more than one of an item, or are bringing with you other customers who will also be ordering the item from us if we are able to get it, it will increase the chances of us being able to secure the item, by giving us a better idea how many we would want when we negotiate with suppliers.
What payment methods does Captured Prey accept?
The following payment methods are accepted:
- Major Credit Cards (Visa, Mastercard, American Express, Discover)
- PayPal Payments (including credit cards, which can be used through PayPal without an account)
- E-Check Payments (via PayPal)
- Money Order Payments (drawn in U.S. funds only)
Our site is encrypted with full SSL security on all account and payment pages to protect your data during transmission. For security, we do NOT store any type of credit card or other payment information on our servers.
How do I pay using a money order?
When you choose this option, you will see instructions and all he necessary, and important, information on the last step of checkout. Please make sure you follow these instructions carefully in order to avoid any issues with your order.
How do I enter my discount code?
Your discount code can be entered during multiple steps of the checkout process. Enter your discount code in the coupon box, and click on the green “Apply Coupon” button to apply the discount. If you have trouble getting your code to work, please contact us.
Does Captured Prey offer volume discounts?
Yes! If you are ordering multiples of an item, we can often arrange a discount. Discounts or discount codes may also be offered to regular, established customers.
What does a saved cart mean?
A saved cart will be available for you to resume the checkout process later. However, a saved cart does not remove your items from inventory, so it is possible for an item to sell out even though you have a saved cart containing the item. If this occurs, the cart will warn you of sold-out items, or items for which you have requested more than we can supply, and will not allow checkout to continue until these items
Why is my order status shown as Pending?
An order status of Pending Verification indicates that your order has been received and we have been notified of the order, but we have not yet confirmed your payment. If you paid using a credit card or your PayPal account, your order status will normally update within 24-48 hours, excepting weekends. Orders with an E-Check or Money Order payment will be set to Pending Payment and updated further once your payment has been received.
What do the order statuses mean?
Order statuses are grouped by type, as follows:
- Status Group 00 - Canceled Orders. These are orders which have been canceled for any of various reasons, such as by your request, or because there was a payment failure.
- Status Group 01 - Pending Orders. These are orders which are not yet confirmed, either because of pending payment or pending verification.
- Status Group 02 - Paid Orders. This status reflects that your order has been paid, either in full or in part. If paid in full, your order will show that is is queued for shipment, pending local delivery, or pending a pre-order item.
- Status Group 03 - Shipped orders. This group covers orders which have been shipped either in full or in part, or for which local delivery has been completed.
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Status Group 99 - Special status orders. This group covers special order statuses which are not part of the normal order progression. This may include refunding of a duplicate payment, a special package such as a class kit, items added or removed, order changes, or a need for response from you.
What condition are the items in?
Most of our new product is in excellent C8 or better condition. This is the condition you would expect from the package of a toy removed from an undamaged case of figures. All sealed figures are in mint condition, as best we can determine while they are in sealed boxes. In the case of pre-owned boxed or loose figures, please see the item description for a detailed description of any flaws.
What is the Captured Prey Pre-Order Guarantee?
The Captured Prey Pre-Order Guarantee is fairly simple.
- Your item will ship, or we will provide a full refund, including any fees and shipping charges. If this means we have to work with another business to obtain the product for your order because a supplier is not able to provide as much product as expected, we will.
- If the price has to be raised, we will honor the original price on your order. The only exception is that if the cost to us exceeds the original price. If that happens, we will sell the item to you at our cost.
- If we are able to reduce the price prior to release, you will be refunded the difference. The difference may be issued as a store credit or a refund to your original method of payment depending on several factors that affect these options.
Why should I pre-order an item?
Pre-ordering ensures that we set aside stock for you. If an item proves popular, it may sell out before it arrives, but those with a pre-order will be sure to receive their item! In addition, pre-orders will be the first to ship for an item when it arrives, as we normally ship orders out in the order in which they were received.
When is payment due for pre-orders?
Payment for pre-orders is due when the order is placed. If you need to make arrangements, such as making payments, please contact us, and we will try to work with you on this. We may also allow regular customers who have established good standing with us to run a tab. In exchange for your payment, we guarantee that we will provide you the item, or a full refund.
What are the chances that my pre-order will not be filled?
We allow pre-orders only up to the number of an item we have confirmed on order with our suppliers. In other words, if we order fifty pieces, and they confirm that order with us, we will only take pre-orders until those fifty pieces are sold. We will not oversell an item intentionally.
However, on very rare occasions, such as an item that proves vastly more popular than expected, our suppliers may not be able to provide our full order. If this occurs, and we cannot find enough of the product through alternate channels to fill our orders, we will let you know and provide a full refund of your order. We will also allow you to select alternate items of equal value, or apply your payment to another order, if you prefer.
How long will it take you to ship out my pre-order once it is received in your warehouse?
We begin shipping pre-orders out as soon as we receive an item in stock. Normally, we will have shipped all pre-orders within a few days of receiving the item. It may take us a bit longer with an unusually popular item. You will receive a shipping notice e-mail once your order ships.
Will you ship all of my pre-ordered items together?
Yes. By default, if you have multiple pre-order items on one order, we will hold each item for you as it arrives, and ship the order once all the items have arrived. If you would like to ship items as they arrive, please contact us. Please remember that multiple shipments will require additional individual shipping charges.
Can I order in-stock items and pre-order items together?
Yes. By default, when you do this, we will set aside any in-stock items , and hold pre-order items for you as they arrive. Once all the items in your order are in-stock, we will ship them. If you would like to ship items as they arrive, please contact us. Please remember that multiple shipments will require additional individual shipping charges.
When will my pre-order ship?
The item listing for each item contains the most current arrival date. These dates are provided to us by suppliers, and are subject to change. We do our best to update this information in our product listings promptly when it changes.
Due to the many factors involved in a release, including shipping times and potential delays by the manufacturer, we cannot guarantee that the item will reach us, or you, by a specific date. As a result, we do not recommend ordering a pre-order item for time sensitive needs such as gift giving if the item arriving late would cause a problem.
What shipping methods do you offer?
We ship via the United States Postal Service and FedEx. Within the United States and its territories, we offer options including parcel post, priority mail, ground/home delivery, and several express options. Outside the United States, the methods offered may vary depending on your location and the size or weight of the package. These options may include Parcel, Air Mail, Priority, and Express methods. If you would like to inquire about a method not listed during checkout, please contact us.
Does Captured Prey ship to buyers outside the United States?
Yes! We are happy to ship almost anywhere. If the United States Portal Service ships there, we’re happy to do so!
Can International shipments be marked as gifts on the customs form?
Yes. We mark international shipments as gifts by default. If you would like the package to be marked in another way, please note this in the notes section while placing your order.
Will International shipments be declared at full value on the customs form?
Unfortunately, we cannot write a reduced value for the items for numerous reasons. We are required to state the accurate value of the contents as reflected on the invoice. Failure to do so may result in fines and penalties for you, return of the items along with penalty costs to us, or even the complete confiscation of the shipment by your local customs agency, resulting in your order being lost entirely.
What does shipping & handling cover?
Shipping and handling covers the cost of shipping your order, as well as the box and packing materials used to package it. We do not attempt to profit from shipping charges in any way.
How are shipping rates determined?
Shipping rates are determined based on weight, and the quotes are provided in real time by the shipping companies. On rare occasions, we may contact you if there is an issue with the options or rates you were given by the system.
When will I get my order?
Most orders shipped to an address in the continental United States will arrive within two or three days of shipment. Orders to areas such as Alaska, Hawaii, U.S. Territories, and other countries may take longer to arrive and delivery times will vary widely by destination and shipping method.
Do you offer Insurance?
Yes! We can offer insurance on most domestic shipments sent via USPS, and insurance is included on both domestic and foreign Express Mail and some Priority Mail International shipments. We cannot offer insurance on other international shipment methods due to the wide variations in availability of the service. All FedEx shipping options include insurance by default, and we recommend FedEx for shipments you wish to insure.
How will my order be packed?
We pack with care, of course, and do our best to ensure that your order reaches you in the same condition it was packaged in. We will use, or occasionally reuse, appropriately sized boxes. Boxes that are notably damaged will not be reused. Items will generally be wrapped with bubble wrap, and the package will be appropriately padded around the item.
We use a biodegradeable bubble wrap for all packages, in combination with recycled kraft paper or newsprint paper, which is our primary void fill material. All of these products are degradeable, compostable, and/or recyclable. When necessary to help fill very large spaces, we may use other materials. In these situations, we attempt to use recycled or previously used materials whenever possible. These space fillers may include foam peanuts, foam sheet, plastic wadding, scrap bubble wrap and clean, dry plastic shopping bags. We will never use soiled or otherwise unsuitable materials as void fill.
Shipping Disclaimer
We pack your items in sturdy boxes and with sufficient protection to survive shipment. However, on occasion, a package may be abused more than the reasonable and customary amount that is expected during shipping. We cannot be held responsible for damages that occur to items in uninsured packages during shipping. If you have a mail carrier or facility which you know treats your packages in an exceptionally poor manner, please consider insurance coverage for the order.
I'm a local buyer, can I pick up my items in person instead of having them shipped to me?
Yes! When you check out, please select the Local Pickup option. We will contact you to arrange to meet you with your items.
What if I am unhappy with the package condition?
If you are unhappy with the condition of the packaging for your figure, it is as described, and not damaged by the shipping service, you may return it unopened for an exchange if we have more of that figure to offer. You must pay return shipping, and the cost of shipping the replacement.
If you have an issue with package condition which occurred during shipping, please contact us and we will try to help you resolve it. Damage to uninsured packages may not be covered if the carrier was at fault.
Pre-owned items are sold as-is. Please make sure you examine the images and item description prior to purchasing.
What is Captured Prey's return policy?
We do not generally allow returns. However, we do want you to be pleased with your purchase. Some exceptions may be made on a case by case basis. However, if you experience any of the following issues, please contact us and we will try to make them right:
- Broken Parts
- Missing Parts
- Improperly Functioning Joints
- Factory Damage, such as damage to the paint, or malformed pieces which prevent the item from functioning as intended.
In these situations, we can usually work with our suppliers to obtain replacement parts.
What is Captured Prey's order cancellation policy?
As a general rule, we do not allow order cancellations once the order is placed. However, we understand that sometimes life interferes with your plans, circumstances change, and emergencies arise. As such, we do make allowances for extenuating circumstances. Please contact us with any inquiries.
