The 'Pile of Loot'
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What is the Pile of Loot?
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Should I use the Pile of Loot Feature?
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When will you ship my Pile of Loot?
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Will my 'instock' items be charged when adding them to the P.o.L.?
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When are preorder items charged when using the P.o.L.?
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Pre-Orders
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Why should I preorder an item?
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Can I preorder an item by check, money order, or Paypal?
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When will my preorder arrive to BBTS and ship to me?
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Will you ship all my preorder items together?
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Payment Methods
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What payment methods does BBTS accept?
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How much time do I have to mail my check or money order?
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Shipping
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What are the Shipping Rates?
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Does BBTS ship Internationally?
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Can International shipments be declared as gifts for customs?
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Will International shipments be declared at full value for customs?
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What Shipping Methods does BBTS Offer?
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Is my shipment guaranteed to arrive?
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Order Status & Payment Status
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Why is my payment status listed as 'processing'?
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Why is my payment status 'declined' or 'billing declined?
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Why is my order status listed as 'pending'?
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Toy & Packaging: Conditions & Grading
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What do Standard, Substandard, and Collector Grade Mean?
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How does the Vintage Department grading system work?
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Why isn't Collector's Grade available on all items?
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BBTS Return & Cancellation Policy
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What is the BBTS Return Policy?
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Is there ever a restocking fee?
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Selling & Trading Your Toys
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Does BBTS buy toys from individual collectors?
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Does BBTS trade toys with customers?
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Question, Comment, or Problem? Contact Us!
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I have a question, what is your Email address?
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I have a problem with my order, how can this be quickly resolved?
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Can I place orders or receive customer service by telephone?
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Privacy Policy
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Will BBTS keep all my information private?
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When will you ship my Pile of Loot:
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Your Pile of Loot items will not be shipped until you log in to your account, view your Pile of Loot, and then press the 'Ship My Loot Now' button. The order will then be released to our warehouse and it will be shipped soon.
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Will my 'instock' items be charged when adding them to the P.o.L:
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Yes - To use this function we do require that items be paid in full before entering the Pile of Loot. Your 'card on file' will be charged for each instock order that is added to the Pile of Loot.
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When are preorder items charged when using the P.o.L:
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Payment for preorder items is not due until the items arrive to us. Preorders are never charged before they arrive to us no matter what P.o.L. setting you use. With your Pile of Loot turned on, when preorders do arrive, your card will then be charged and the preorder item would be added to the P.o.L. with incremental shipping fees based on the weight of the item also charged.
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Why should I preorder an item:
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When you place a preorder with BBTS, we will reserve that figure for you from our incoming shipment. In some cases our shipments pre-sell-out so only people who preorder with us are able to receive the items because we don't have any extras left to list for normal 'instock' sales.
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Can I preorder an item by Check, Money Order, or Paypal:
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A credit card is required for payment of preorders. Checks, money orders, and Paypal payment options are not offered on preorders, but can be used for an order of 'in-stock' items.
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When will my preorder arrive to BBTS and ship to me:
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For the latest preorder arrival date info, simply log in to your BBTS account and press the 'view preorders' button. Each item will have the current estimated arrival time listed on the right.
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Will you ship all my preorder items together:
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If your 'Pile of Loot' account function is turned 'on' we will add all preorders to your Pile of Loot and you can instruct us to ship them at any time, either all together or one by one as they arrive.
If your 'Pile of Loot' function is turned 'off' we will group preorders that arrive to us at the same time into one shipment for you. Preorders that arrive to us over a period of time will be shipped to you separately as they arrive.
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What payment methods does BBTS accept?
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For your convenience we are proud to offer a wide range of payment methods. We accept all major credit cards: Visa, Mastercard, American Express, Discover, and Debit Cards. We also accept Paypal, Money Orders / Cashier's Checks, and Personal Checks. Personal checks may be held up to 10 days while the payment clears.
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How much time do I have to mail my check or money order?
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Orders made by check, money order, or paypal will be canceled if they are not paid for within 10 days. If you need extra time or are unsure the mail payment will arrive to us before the 10 day deadline, please contact customer service.
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What are the Shipping Rates:
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You may view the shipping rates by either adding items to your shopping cart and pressing the 'View Shipping Rates' Button, or by logging in to your account and pressing the button in the 'Shipping Method' box.
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Does BBTS Ship Internationally:
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Yes! BBTS will ship to most countries around the world. We ship by USPS (United States Post Office) Air Mail and USPS Express Mail. Shipping Rates may be viewed by pressing the 'View Shipping Rates' Button after items have been added to your cart. You may also view and change shipping preferences once you have logged in to your account.
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Can International shipments be marked as gifts for customs purposes:
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Yes - we will mark your package as a gift if you select that feature in your account settings.
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Will International shipments be declared at full value for customs:
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Yes - we are required to declare the full value of the products purchased on all customs paperwork. BBTS is not responsible for any customs fees, taxes, tariffs, or other fees your local government may charge you for ordering items from the United States (these items are generally made in China, Japan, or Taiwan). Please check with your local government for tax rules in your country. .
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What Shipping Methods does BBTS Offer:
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In the Continental USA (Lower 48 States) we offer UPS Ground, USPS Parcel Post Mail, UPS 2nd Day Air, and UPS Next Day Air. To Alaska, Hawaii, Puerto Rico, Guam, APO, FPO, and US Protectorates we offer USPS Parcel Post Mail, UPS 2nd Day Air, and UPS Next Day Air. We ship worldwide, any address outside the USA will be serviced by USPS Air Mail and USPS Express Mail. Shipping Rates may be viewed by pressing the 'View Shipping Rates' Button after items have been added to your cart. You may also view and change shipping preferences once you have logged in to your account.
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Is my shipment guaranteed to arrive:
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Yes! All shipments are guaranteed to arrive. We have internal reference numbers with the post office and UPS to verify delivery of shipments. Some deliveries may take longer than expected due to issues with the delivery company, in these cases we'll ask you to wait a reasonable amount of additional time for the order to arrive. If the box still has not arrived, we will reship or work out another satisfactory solution on a case by case basis.
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Why is my order status listed as 'processing':
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The 'Processing' order status means we are reviewing the order and order payment information and will soon update the status to 'paid' or 'declined'. We review many kinds of orders based on a variety of parameters so do not be alarmed by this order status.
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Why is my payment status at 'declined' or 'billing declined':
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The 'declined' status means there was a problem with the credit card information you supplied. These problems could include: incorrect expiration date, lack of available credit, or incorrect security code (from the back of your card). The 'billing declined' message will be shown if the billing address information you submitted does not match the billing address information on file with your credit card company. For the protection of all carholders we only process payments when the billing addres and security code (on the back of your card) are confirmed correct.
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Why is my order status listed as 'pending':
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The 'pending' status covers many situations, but it generally means we are waiting for your payment to arrive to us, or waiting for a previous payment issue to be resolved. Once the payment arrives to us or a payment issue has been resolved and we receive the full payment, we will update the order status to 'Paid'.
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What do Standard, Substandard, and Collector Grade Mean:
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We understand how important it is for collectors to receive toys with nice packaging (boxes, cards, bubbles, etc). Our grading system provides you with information about the packaging condition of the items you are interested in. Complete descriptions of the grades available for the item you are looking at is at the bottom of that product page.
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How does the BBTS Vintage Department grading system work:
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The BBTS Vintage Department individually grades each of the items they list on our website. The grading system is based on a scale of 0 to 100 with 100 being "absolutely mint". We sell only items graded 60 or higher. For a detailed list of grade levels and grade descriptions, please read the Vintage Department Grading Scale Chart.
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Why isn't Collector's Grade available on all items:
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Collector's Grade is offered on most preorders and on instock items when we know there are items with mint boxes currently available. The vast majority of our inventory is in Standard Grade or better and as we further organize our warehouse more items will be listed with Collector's Grade available.
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What is the BBTS Return Policy:
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Unopened Items: We are happy to assist you with returning unopened items. The unopened items must be returned within 30 days after the order has arrived to you. BBTS will refund you the entire purchase price of the item (shipping fees to and from BBTS will not be refunded). BBTS Store Credit can also be issued instead of a cash refund
Defective Items: If you receive an item that has a manufacturer's defect, we are happy to replace this item. Please contact us within 30 days of receiving your order and we can work out the replacement item, refund, or other custom solution. BBTS will cover all shipping fees too and from our warehouse on defective items.
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Is there ever a restocking fee?:
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Yes - A 5% restocking fee may be applied to orders where a cancellation and cash refund is requested before they ship. (to cover our credit card processing fees). Orders that are cancelled or returned with a cash refund requested after 30 days from order placement may be subject to a 10% restocking fee.
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Does BBTS buy toys from individual collectors:
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Yes! We are currently buying a huge variety of items from our greatest resource, you! If you are looking to upgrade a portion of your collection or trade it in completely and start fresh on another one, let us know. Please check out the BBTS Buying Page for more information.
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Does BBTS trade toys with customers:
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Yes, Sort of... Instead of making a cash offer for any items you want to sell to us, we also can make a BBTS Store Credit offer which will be somewhat higher than the cash offer. This store credit can be used to purchase any items you'd like so its nearly the same as trading. Please check out the BBTS Buying Page for more information.
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I have a question, what is your Email address:
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Feel free to email us with any questions or comments at any time, we'll get back to you promptly. Please send all emails to: service@bigbadtoystore.com
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I have a problem with my order, how can this quickly be resolved:
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We take great pride in the courteous and quick resolution of issues concerning your order. Please let us know how we can help by emailing us at: service@bigbadtoystore.com
We'll get back to you promptly, fix whatever went wrong and make sure you are satisfied with your purchase. We are very flexible and willing to help, you can count on superior service from BigBadToyStore!
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Can I place orders or receive customer service by telephone:
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We currently do not perform any customer service or order placement by phone. Our system has been designed solely to process web-based information. We are always happy to answer any questions or concerns via email. You can use the 'My Account' feature at any time to modify your orders, feel free to contact us by email if you need help.
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Will BBTS keep all my information private:
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Yes! BBTS will never share or sell your email address or any other information with anyone! We'll only use your information internally to process and ship your order, and to keep you updated via email about new items that arrive at BBTS. For more information please view our Privacy Policy.
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I already mailed my payment for an upcoming preorder on the old website - what happens:
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If you paid for a preorder by check, money order or paypal only, (we did NOT charge credit cards in advance for preorders) on our old system, please set up a user account on our new website and then email service@bigbadtoystore.com with the details of your order. We will verify that it was paid and credit your account on this new system.
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I have unused store credit from the old BBTS website, how do I use it?
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If you have any store credit (from a refund due, customer service credit, or contest win), please set up a user account on our new website and then email service@bigbadtoystore.com with the details of the credit. If you have any copies of the email we originally sent you mentioning the credit it would be helpful, but not required, to include it in your new email to us. We will then verify the credit due and apply it to your account on this new system.
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