Q: Where can I see all of your products?
A: Spawn.com maintains a comprehensive catalog, organized by category and year of release, of all its toys - past, present and future. You can view the entire catalog at http://www.spawn.com/toys/.
Where to Buy Our Current Toys
Q: Where can I find a list of your authorized retailers?
A: There are numerous retailers - large, small, and online - who carry our products. You can see a list of retailers online at http://www.spawn.com/toys/wheretobuy/.
Q: Why can't I find a specific toy that was recently released?
A: Since most of our products are considered collectible, some of the more popular figures often sell out quickly. Also, since our products are generally produced only once, some retailers may not be able to re-stock these items once they have sold out.
Q: At which store can I find a specific toy?
A: Our online toy catalog shows a "Where to Buy" list for each specific series of toys. You can view our online catalog at http://www.spawn.com/toys/.
Unfortunately, once a retailer receives its shipment of product, there is no way for us to know if that retailer still has specific toys in stock. We suggest that you contact the retailer directly for information regarding the figure, or series of figures, you are looking for.
Where to Buy Our Older Toys
Q: Where can I buy your older toys, or toys that are sold out or out of production?
A: Many of our older toys can usually be found on the "secondary" market -- toy/trade shows, swap meets, online auctions (www.ebay.com), and private collectors. A good way to start searching is by using Internet search engines such as Google.com or Yahoo.com (when searching, always type in search word "McFarlane" along with the name of the toy). We also have a "Buy/Sell/Trade" message board, which can be found at http://board.spawn.com/forums/.
If you have any other questions regarding McFarlane Toys, please contact our Customer Service Department HERE.
North American Release Schedule
Q: When is [insert name of toy] going to be released in the USA and Canada?
A: To see a monthly release schedule* for our products in North America, please click here: http://www.spawn.com/info/releasedates.aspx. Unfortunately, it is difficult to tell exactly when a product will be in stores, as release dates will vary from store to store. Please contact your local retailers for more exact release dates. To see a product release schedule for our Online store*, please click here: http://store.spawn.com/DynamicLoadPage.aspx?CategoryID=97.
*Release dates subject to change at any time with or without notice.
International Release Schedule
Q: When is [insert name of toy] going to be released internationally?
A: Unfortunately, it is difficult to tell exactly when a product will be in stores internationally. We ask that you contact retailers in your country for information regarding release dates*. You can view a listing of international retailers and distributors online at http://www.spawn.com/toys/wheretobuy/international.aspx.
*Release dates subject to change at any time with or without notice.
Assembly Instructions & Hints
Q: Where can I find instructions for assembling your products?
A: We provide assembly instructions for some of our figures, which can be viewed online. Please click here: http://www.spawn.com/toys/instructions/for more information.
If you need further assistance with assembling one of our products, please contact our Customer Service Department HERE.
Toy Suggestions and Submissions
Q: Does McFarlane Toys produce "custom" figures, or figures based on special requests by customer?
A: No. McFarlane Toys does not produce custom figures of any kind. All of our products are either original ideas produced in-house, or are produced under license from various property holders.
Q: How do I go about submitting an idea for toys?
A: At this time, McFarlane Toys does not accept unsolicited projects for actions figures. If you are working with a production company or have a manager or representative, have them contact our Licensing Department HERE.
Q: Why isn't McFarlane Toys doing an action figure of [insert-name-of-character-here]?
A: This can be simple or complex, depending on the character or athlete. 1) Would the figure be visually appealing? 2) Will it have commercial appeal? 3) Is the license for that particular property available? There is no correct answer; the reasons we haven't produced certain properties vary from character to character. You can also share your ideas with other fans on our message boards at http://board.spawn.com/.
Custom Toy Requests
Q: Will you make toys for my project?
A: Generally, we have to make business decisions which make sense. Often, that means waiting until a project has gained momentum and has a considerable following or fanbase before we will commit to the extensive labor and expense involved in creating and manufacturing an action figure line. Sometimes that means waiting until a feature film is released or a music act has gained a following. If you are working with a production company or have a manager or representative, have them contact our Licensing Department HERE.
Q: Does McFarlane Toys do special "one-time" projects?
A: No. McFarlane Toys does not do work-for-hire projects.
Q: Will you make me a one- piece original prototype?
A: McFarlane Toys does not currently create original prototypes for outside entities, although we have referrals for companies who do this type of work.
For more information, please contact our Licensing Department HERE.
Q: How do I find out how much a particular toy is worth?
A: McFarlane Toys, as the manufacturer, does not have any input over the collector value of a figure after it is produced. As with all collectibles, the market determines the value of any particular figure. Various toy publications often include price listings. Also, online auctions, such as eBay.com, are a good way of determining the approximate value of a toy.
Returns & Exchanges
Broken Product Replacement
Q: I purchased a broken/defective McFarlane Toys figure through a retailer. Does McFarlane Toys offer exchanges or refunds?
A: No. McFarlane Toys does not offer refunds or replacements for figures NOT purchased directly through our online store. We ask that you contact the retailer from whom the items were purchased to obtain a refund or exchange. Most retailers will have no problem offering a refund or exchange for our products, in accordance with their own return policy.
If the retailer from whom you purchased your figure will not assist you, then we may accept a return in exchange for Store Credit under certain conditions. Store Credit can be used toward the purchase of other items sold through our online store. The Store Credit amount will be equal to our suggested retail price of the returned figure, regardless of the actual purchase price paid by the consumer.
If a return is authorized, the damaged/defective items must be returned to us prior to the Store Credit being issued, and the consumer must assume all responsibility for shipping costs incurred. As proof of purchase, McFarlane Toys also requires that a copy of the store receipt be included with the return.
If your product was purchased directly through our online store, please see our return policy for our online store HERE .
Note: McFarlane Toys cannot be held responsible for "accidental" damage to toys. This includes falling from a shelf, "rough" use, or any other incident where the product was used in a way for which it was not intended. In addition, McFarlane Toys products purchased on the "secondary" market, such as through eBay, toy/comic book conventions, flea markets, or through private collectors, are not supported.
International Returns - purchased from a retailer -- If you purchased our products from a retailer and you live outside of the United States or Canada, all returns must be taken to the retailer from whom the merchandise was purchased.
International Returns - purchased from our online store -- All requests to return damaged or defective products purchased through our online store are handled on a case-by-case basis. Please contact our Customer Service Department HERE for further assistance.
Spare Parts and Accessories
Q: Does McFarlane Toys stock spare parts for their products?
A: Due to the recent re-location of our Warehouse, our Spare Parts replacement has been SUSPENDED until further notice.
McFarlane Collector's Club
Q: Where can I find more information on the McFarlane Collector's Club?
A: For information on the McFarlane Collector's Club and Online Store, click here: http://www.spawn.com/toys/mtcc/ .
Q: How long does it take to create an action figure?
A: From start to finish, it takes approximately 10 months if everything goes smoothly. This includes approval timelines for concepts, sculpts, paint masters and packaging, in addition to the manufacture real time of five months.
Variants, Chase and Surprise Figures
Q: Why is the McFarlane toy I bought painted differently from what is shown on the packaging and/or on your web site?
A: Your toy could be different from what is shown on the package or our website for a number of reasons. The photos used for the figures are of the original prototypes, and minor variations in sculpt, colors, and/or accessories may exist between the prototype and the finished product. Or, your figure could be what we refer to as a "chase" figure or a "variant" figure. These can be defined as follows:
A "chase" figure is most often associated with our McFarlane's Sports Picks action figures. It is a different version of a regular figure, intentionally produced and generally released in limited numbers. Differences usually involve paint application, but could also be sculpt or accessory changes. Most commonly, a "chase" figure will have a different uniform from the "base" version shown in the photos. If the "base" version is produced wearing a home uniform, for example, then the "chase" may be produced in a road uniform -- or vice versa.
A "variant" figure is a paint or accessory difference from the "normal" version that is unintentional. Sometimes, these are production errors or glitches that occur at the factory and might be released into distribution before the mistake is caught and corrected.
<< BACK TO MAIN CUSTOMER SERVICE PAGE
updated July 23, 2008