Return and Exchange Policy
All sales are final.
If you purchased package protection and you did not receive your order or received a damaged order, please file a claim using the appropriate portal below based on when your order was placed.
Protection purchased on or after April 27, 2026 — protected by Route: All orders protected by Route will receive a protected order confirmation via email with a link to file a claim. You may also file your claim directly through Route here. You'll need your order number and the email address on the order. Claims are reviewed within 1–2 business days.
Protection purchased before April 27, 2026 — protected by OrderProtection.com: File your claim through our SAP Portal here. You have 14 days from the attempted delivery date to file.
If you did not purchase Package Protection, you may not be eligible for a refund or reshipment. Please note that our Shipping Policy applies to all orders.
Exchanges and refunds will only be issued if items are incorrect, damaged, or defective. Duplicate figures are not eligible for exchange or refund.
- To be eligible for an exchange or refund, you must contact us within 14 days of delivery or attempted delivery. Orders outside of this time period will not qualify.
- For missing items or damage during transit, please take photos of the packaging.
- Damage from normal use, wear and tear, sun damage, etc., is not covered. Please note that due to hand worked elements during the manufacturing process, variations between products (i.e. paint, color, lines, etc.) are normal and not considered defective.*
- In most cases, minifigures will be replaced with exact replacements.
- HIPPERS are not eligible for exchange or refund if they have already been applied to a surface.
- Damage to the box or bag is not covered.
- Under certain circumstances, products cannot be returned or replaced.
- Please note that in the case of damaged or defective items, Canadian orders are only eligible for refund.
- Shipping charges are nonrefundable.
You are responsible for shipping costs if agreed upon products are exchanged or returned at your request. If an item is deemed defective by Dreams USA, all shipping costs will be covered.
No refunds or exchanges on SA Point Prizes for any reason.
Please include itemized and dated proof of purchase for orders purchased from authorized retailers. You are responsible for shipping costs when exchanges are accommodated from retail locations. Please note that we are unable to assist with purchases made from unauthorized retailers as we cannot verify authenticity of products.
*All claims of defective items will be assessed on a case by case basis. Please note the following guidelines on defective figures, and some examples of both normal variations and defects.
Normal variations can include discoloration, smudging, bumps or lines resulting from the molding process, and any irregularities under 1/8 of an inch. Defects can include missing pieces, missing paint that disrupts a design, scrapes wider than 1/8 of an inch.
Normal variation examples:
- Varying line thickness (such as eye outline)
- Creases or small dents
- Paint smudges
- Varying figure head looseness
- Small marks from production
- All other irregularities under 1/8 of an inch
Defect examples:
- Missing wings
- Differences in minifigure leg length
- Paint splatters larger than 1/8 of an inch
- Missing chain links on lanyards
- Unpainted eyes or petals
Please note that these are just examples. For any questions or to report a defect, please contact us.