Refund & Exchange Policy
We strive to make every experience a positive one. If there’s anything we can do to improve your experience, please contact us at firstname.lastname@example.org. Our business hours are Monday - Friday, 10am to 6pm ET. On the weekends, we will prioritize messages concerning the immediate needs of our customers participating in the weekend’s events. All other issues will be handled in order of priority Monday through Friday. For exact status updates on your order or other fulfillment questions please reach out to us during normal business hours with your order number and we will assist you during normal business hours.
All Personalized Autographs, products purchased from our Merchandise Store, and Video Chats are not eligible for refund.
Exchange & Return Policy
GalaxyCon is not responsible for damaged/lost/stolen items via transit. If your item is damaged/lost/stolen via transit, it is best to file a claim with your local post office.We will accept requests for exchanges or returns for items that do not match the item ordered.
Once we receive your refund request, our team will review your request internally within 4-5 business days. Please note, our team will not begin to review your refund request without photos of the item(s) in question where the entirety of the item(s) can be viewed." Please include a photo of the entire shipping envelope / package as well to file an insurance claim with USPS/UPS.
Please note that only Send In items and items purchased from our Merchandise Store are eligible for Postal Claim. We are not responsible for damages that occur via transit or mishandling by Couriers.
If your item is missing a signature or has the signature smudged it will be processed as a redo or exchange, rather than refund.
If approved for refund, the money will be refunded to your original method of payment within 7-10 business days
GalaxyCon Live Autograph Orders
All purchases of Personalized Autograph products are final. No refunds or exchanges are available for Personalized Autograph products, except in the unlikely event that our team is unable to fulfill a Personalized Autograph order.While GalaxyCon welcomes requests for personalization for autographs it is not guaranteed. Personalization requests consist of names, quotes, inscriptions, pen/marker color requests, placement of the signature. We will make every effort to deliver items with personalization as requested. Please note, it is up to the talent to complete personalization and in rare instances, talent may decline to personalize or inscribe an item as requested. We are unable to guarantee anything other than the talent's authentic signature. If your item contains a paid for personalization (this applies to select Talents) and this was not fulfilled, we can provide a refund for the additional cost that was applied for personalization.If your item has any error to the item type or signature you have seven days from the date of delivery to request a redo. Please note not all requests will be eligible for redo. You may be offered an exchange or credit if the case is accepted but not eligible for redo. Requesting a redo does not guarantee an item will be accepted for redo.
GalaxyCon Live Virtual Experience Orders
There are no refunds available for Video Chats unless the talent or GalaxyCon cancel the event without rescheduling within a 60 day period.If your schedule no longer permits you to attend a scheduled video chat, you may request a credit prior to your 24 hours prior to your scheduled chat session.GalaxyCon is not responsible for your Internet connection. If you are disconnected from a Video Chat session due to connectivity issues, if you miss a session, or if you are removed from the video chat due to inappropriate behavior, you will not be eligible for a refund, credit or exchange.GalaxyCon reserves the right to ban any individuals who have engaged in inappropriate behavior from further purchases of Virtual Experience orders.
GalaxyCon Collectibles and Pre-Signed Items In Stock
The merchandise available for purchase from our select stock are fulfilled as shown on the product screen, and these items are not eligible for a refund, credit, or exchange. Items available at our merchandise store are sold as is. Please check pictures to see the exact condition of the item.No personalization requests are available for pre-signed items or collectables.Exclusive Comics, Shirts, Hats, Dice, etc. items will be shipped from our warehouse in perfect to near perfect condition. Exchanges will be considered only if there is an error in fulfillment (Wrong size, wrong item, etc) and only upon return of said item. We cannot guarantee that an item will remain in stock for an exchange. If they are damaged in shipping and insurance was requested on the item, we will file a claim on your behalf.If using a GalaxyCon collectable towards a GalaxyCon Live send-in order please reach out to our customer service team at email@example.com and include your order number(s).