I. Shipping Policy

1. Delivery Timelines

Under normal circumstances, all orders—including pet supplies and collectible toys—will be processed within 3–5 business days and shipped via standard delivery methods.

Estimated delivery times are as follows:

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  United States, Canada, and Mexico: Approximately 7–20 business days
  
• 
  United Kingdom: Approximately 3–10 business days
  
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  Other European destinations: Generally approximately 7–15 business days, depending on the destination and available shipping routes
  
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  Hong Kong: Approximately 3–7 business days
  
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  Other Asia-Pacific destinations: Including Japan, South Korea, Singapore, Thailand, Australia, and other supported countries and regions—approximately 7–14 business days
  
• 
  Middle East: Approximately 7–14 business days, depending on the destination, customs clearance, and available shipping routes
  
• 
  Brazil: Approximately 7–19 business days
  
• 
  Colombia: Approximately 12–20 business days
  
• 
  Other supported South American destinations: Approximately 10–25 business days, depending on the destination, customs clearance, and local carrier services
  
• 
  Selected African destinations, including South Africa: Approximately 10–25 business days, depending on the destination, customs clearance, and available local delivery services
  
• 
  Other supported international destinations: Delivery times may vary depending on the destination, customs procedures, available shipping routes, and local carrier services
  

Destinations served by direct international shipping routes may receive orders sooner. Deliveries to Nordic countries, remote areas, islands, or destinations requiring additional carrier transfers may take longer.

Please note that all delivery timelines are estimates and do not include delays caused by customs inspections, local carriers, severe weather, public holidays, transportation disruptions, or other circumstances beyond our reasonable control.

Shipping for certain large furniture items may take approximately 15–35 days due to their size and weight.

Depending on the shape, size, weight, material, and fragility of each product, we will select suitable packaging materials and protective measures to help keep the item secure during international transportation.

Pre-Order Items — Important Notice

For pre-order items, including collectible toys and limited releases:

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  Orders will be fulfilled after the official release date.
  
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  Shipping typically occurs within 2–3 business days after stock becomes available.
  
• 
  As these products are sourced directly from official retail channels and authorized distributors, additional preparation time may occasionally be required.
  

By placing a pre-order, you acknowledge and agree that:

• 
  Shipping timelines differ from those of regular in-stock items.
  
• 
  Delays may occur due to supply availability, logistics arrangements, manufacturing schedules, or changes to official release dates.
  
• 
  The estimated release or shipping date is not a guaranteed delivery date.
  

We kindly ask for your patience and understanding when purchasing pre-order products.

2. Shipping Fees

Shipping fees and free-shipping thresholds are determined based on the destination country or region, order value, package size, product type, and available carrier services.

United States and Canada

• 
  Orders of $99 or more qualify for free shipping.
  
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  Orders below $99 incur a $9.99 shipping fee.
  

This policy also applies to eligible orders shipped to Alaska and Hawaii unless otherwise stated during checkout or communicated before shipment.

Other International Destinations

For countries and regions outside the United States and Canada, we have established different free-shipping thresholds based on the destination.

For many supported international destinations, orders of approximately US$99 or the equivalent value in the applicable local currency qualify for free shipping. However, the exact threshold may vary by country or region.

The applicable shipping fee and free-shipping threshold will be displayed during checkout based on the customer’s delivery address.

Certain oversized, unusually heavy, fragile, or restricted products may not qualify for standard free shipping. 

Customs Duties and Taxes

Cross-border orders may be subject to customs duties, import VAT, handling fees, brokerage fees, or other charges imposed by the destination country.

Unless otherwise stated during checkout, these charges are the responsibility of the buyer.

Where applicable, VAT may be collected and remitted in accordance with the regulations of the destination country. We will assist in providing compliant invoices and customs documentation where reasonably required.

3. Delivery Scope

We currently ship to the following countries and regions:

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  The United States, including Alaska and Hawaii, excluding certain remote or restricted areas
  
• 
  Canada
  
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  Mexico
  
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  The United Kingdom
  
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  Selected European countries
  
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  Selected Asia-Pacific countries and regions, including Japan, South Korea, Singapore, Hong Kong, Thailand, and Australia
  
• 
  Selected Middle Eastern countries and regions
  
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  Selected South American countries, including Brazil and Colombia
  
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  Selected African countries
  
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  Other countries and regions shown as available during checkout
  

Shipping availability may depend on the delivery address, local import restrictions, product type, package size, carrier availability, and applicable customs regulations.

The availability of a country or region during checkout does not guarantee that every product can be shipped to that destination.

We reserve the right to cancel and refund an order if we are unable to arrange safe, reliable, or legally compliant delivery to the provided address.

4. Order Tracking

Once your order has been shipped, tracking information will be available through the “Track My Order” section of our website.

Please allow a reasonable amount of time for the carrier’s tracking system to update after the shipping confirmation has been issued.

5. Freight Forwarders, Forwarding Warehouses and Address Verification

We generally do not ship orders to freight forwarders, forwarding warehouses, third-party logistics facilities, or other third-party receiving addresses.

Orders placed using these addresses may be considered higher risk because the identity of the final recipient and the final delivery location may be difficult to verify.

We reserve the right to conduct additional verification before processing or shipping an order. This may include:

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  Requesting confirmation from the customer
  
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  Verifying the delivery address
  
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  Verifying order or payment information
  
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  Requesting additional information about the recipient
  
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  Delaying shipment until verification has been completed
  

We reserve the right to decline, cancel, or refund an order before shipment if:

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  The delivery address cannot be verified
  
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  The address belongs to a freight forwarder or third-party warehouse that we are unable to support
  
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  The order is considered unusually high risk
  
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  Fraud or unauthorized payment is suspected
  
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  The customer does not complete the requested verification
  
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  We cannot reasonably ensure safe delivery to the provided address
  

If we agree to ship an order to a freight forwarder, forwarding warehouse, third-party logistics provider, or other third-party receiving address, our responsibility ends once the package has been successfully delivered to that address.

Ri-son will not be responsible for any subsequent loss, damage, delay, repackaging, misdelivery, handling issue, or failed delivery between the third-party address and the final recipient.

6. Special Notice for Collectible Products

Collectible toys, limited releases, confirmed versions, blind boxes, and other high-demand products may be available in limited quantities.

Although we make reasonable efforts to maintain accurate inventory information, stock availability may occasionally change due to:

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  High order volume
  
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  Inventory discrepancies
  
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  Supplier availability
  
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  Simultaneous purchases
  
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  Delays or changes affecting incoming stock
  

If an ordered collectible product becomes unavailable or there is insufficient inventory to fulfil the order, we will notify the customer as soon as reasonably possible.

Depending on the circumstances, we may:

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  Cancel and refund the unavailable item
  
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  Cancel and refund the affected order
  
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  Contact the customer to discuss an available replacement or alternative arrangement
  

Any replacement or alternative product will only be arranged with the customer’s agreement.

II. Customer Service

For all enquiries, please contact us at:

contactus@ri-son.com

Our customer service team is happy to assist with:

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  Order enquiries
  
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  Shipping questions
  
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  Delivery address verification
  
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  Product information
  
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  Stock availability
  

We also welcome you to visit our website and connect with a community of collectible-toy and pet lovers who share the same passion for collectibles and their furry companions.

4.    Order Tracking：After the order is shipped, customers can easily track the logistics information in the "Track My Order" section on our website, so as to keep abreast of the arrival time of the new items purchased for their pets.

II. Customer Service
For all enquiries, please contact us at contactus@ri-son.com . Whether you have questions about orders, shipping, or are looking for pet supplies, our customer service team is here to assist you. We also welcome you to follow our website if you are interested in making like - minded friends who share the love for our furry little friends! 🐾

Notice: Regarding the shipping policy for CONFIRMED VERSIONS of collectible toys (such as blind boxes, etc.): Due to the large volume of orders, we generally ship these items randomly (either opened box of confirmed versions or fully sealed versions from Machine).

Return, Refund & Shipping Policy

Thank you for shopping with Ri-son. Please read this policy carefully before placing your order. By placing an order on our store, you acknowledge and agree to the terms outlined below.

EU Customers: Please review our EU Right of Withdrawal and Collectible Returns Policy before placing your order. Customers are responsible for change-of-mind return shipping costs, and handling collectibles beyond what is reasonably necessary may result in liability for actual diminished value.

1.Nature of Our Products

Our store offers collectible items, blind boxes, IP-based accessories, jewelry, pet-related products, and lifestyle goods sourced from official retail channels and authorized distributors.

Due to the nature of certain products, specific return, refund, and exchange conditions apply.

2. Regular Items

For regular items, refunds may be processed if the conditions in this policy are met.

If you wish to return an eligible regular item purchased online, please contact our customer service team first to obtain the correct return address and return instructions. Please do not return any item without prior authorization.

Eligible regular items must be returned:

• Within 15 days of purchase
• With the original receipt or proof of purchase
• In their original condition
• Unused, unopened, and undamaged
• With all original packaging, labels, tags, accessories, and manuals attached or included
• In a condition that does not affect resale

Refunds for eligible returns will be processed using the original form of payment.

Please note that original delivery costs will be excluded from the refund unless the goods are returned in line with your statutory rights, such as where the item is confirmed to be faulty, incorrect, or not as ordered.

For returns of other eligible items, excluding blind boxes, collectible toys, jewelry, and other final-sale items, return shipping costs are generally borne by the customer unless otherwise required by applicable law or unless the return is due to an error confirmed on our side.

3. Blind Boxes & Collectible Products

Blind boxes and collectible items are sold on a randomized basis. The mystery and randomness of receiving a specific item are core parts of the product experience.

For blind boxes and collectible products:

• Contents are unknown until opened
• Once sold, opened, unsealed, or tampered with, returns or exchanges are not accepted
• Returns or exchanges due to not receiving a preferred character, style, version, or hidden item are not accepted
• Minor manufacturer-origin characteristics are not considered defects

This policy helps protect product integrity and fairness for all customers.

This policy helps protect product integrity and fairness for all customers.

For collectible toys, blind boxes, and other limited-edition items, the general non-returnable and non-exchangeable policy applies once sold, unless the item is verified to be faulty, damaged in transit, incorrect, or not as ordered, in accordance with applicable consumer protection laws. For claims involving damage in transit, customers must provide a clear and continuous unboxing video showing the unopened package, the opening process, and the condition of the item upon first inspection.

4. Jewelry & IP-Based Accessories

All jewelry products and IP-based accessories are sourced through official retail channels and sold in original condition.

Due to hygiene reasons and the nature of these products, jewelry items are final sale and are not eligible for return or exchange once sold, unless the item is confirmed to be incorrect, missing, or materially defective upon arrival.

5. Manufacturer Characteristics Disclaimer

Collectible products, including but not limited to Sonny Angel, POP MART, Hirono, Skullpanda, Labubu, Smiski, and similar IP products, may naturally include minor manufacturer-origin characteristics.

These may include:

• Minor paint imperfections
• Small scratches, marks, or surface variations
• Slight differences in stamps, printing, or production details
• Small variations in packaging, sealing, or box condition
• Minor molding or finishing differences

These characteristics are common in mass-produced collectible items and are not considered defects. They are not eligible for return, refund, or exchange unless the issue materially affects the product’s normal use or was caused by an error on our side.

6. Pet Apparel & Size Responsibility

For pet clothing, wearable products, and size-related items, customers are responsible for selecting the correct size before placing an order.

Please carefully review the size chart, product measurements, and product description before purchasing.

Returns or exchanges based on incorrect size selection are not accepted unless the product received is incorrect or significantly different from the product description.

7. Order Verification & Packing Process

We process orders under a standardized packing and verification process.

Where appropriate, we may maintain internal packing records, including packing videos, order-checking records, or product condition records before dispatch.

We take reasonable care to check and pack products before shipment. Collectible items may be packed using protective materials such as tissue paper, bubble wrap, air cushions, protective packaging, and/or sturdy shipping cartons to reduce the risk of damage during transit.

8. Incorrect or Missing Items

If you believe your order contains an incorrect or missing item, please contact us within 48 hours of delivery.

We may request supporting evidence, including but not limited to:

• Unboxing video
• Photos of all items received
• Photos of the original product packaging
• Photos of the outer shipping carton
• Shipping label and delivery confirmation details

If an error is confirmed on our side, we will arrange a suitable resolution, which may include a replacement, partial refund, store credit, or another appropriate solution depending on the situation.

9. Shipping Damage & Evidence Requirement

Although we make every reasonable effort to pack products securely, parcels may occasionally be affected by carrier handling during international or local delivery.

If an item appears to have been damaged during shipping, customers must contact us within 48 hours of delivery and provide clear photos or a short video showing:

• The damaged item
• The original product packaging
• The outer shipping carton, including any dents, holes, torn areas, crushed corners, water damage, or other visible damage
• The shipping label on the package
• Any available delivery photo or carrier delivery record

This evidence is required so that we can properly review the case and determine whether the issue may have occurred during transit, delivery handling, or another stage of the delivery process.

Customers must keep the item, all original product packaging, and the outer shipping carton until the case has been reviewed. If the package was delivered with visible external damage, customers should also report the issue to the local carrier as soon as possible, as carrier inspection or claim procedures may be required.

Where applicable, we may assist customers with the carrier claim process based on the evidence provided.

We are unable to approve a refund, replacement, or return label for shipping damage claims without valid photo or video evidence.

10. Return Address Requirement

Please do not return any item without contacting us first.

Customers must contact our customer service team to receive return instructions and the correct return address. Returns sent without prior authorization may not be accepted or processed.

11. Refund Method

If a refund is approved, it will be processed using the original form of payment.

Please note that banks, card issuers, and payment providers may require additional processing time before the refund appears in the customer’s account.

12. Shipping Responsibility

Once an order has been shipped, it is handled by third-party carriers.

We will provide tracking information where available and assist with communication and support where possible. However, delivery timing, handling, and final delivery outcomes may be affected by the carrier’s service, customs clearance, local delivery conditions, weather, holidays, or other factors outside our direct control.

13. Shipping Address Responsibility

Customers are responsible for providing a complete and accurate shipping address at checkout.

We are not responsible for:

• Delivery failures due to incorrect or incomplete addresses
• Delays caused by missing apartment numbers, postal codes, phone numbers, or recipient information
• Issues related to forwarding warehouses, proxy shipping addresses, or third-party receiving services
• Failed delivery attempts caused by customer unavailability

If an order is returned due to address issues, refusal, non-collection, or failed delivery attempts, additional shipping fees may apply.

14. Order Cancellation

Orders may be canceled within a limited time after placement, provided that:

• The order has not been processed

Once an order enters the processing, sourcing, or fulfillment stage, cancellation may no longer be possible.

15. Order Acceptance & Risk Control

We reserve the right to cancel, refuse, or place an order on hold at our discretion.

This may include, but is not limited to:

• High-risk payment behavior
• Suspicious order patterns
• Incomplete or inconsistent customer information
• Use of forwarding warehouse addresses
• Payment verification concerns
• Inventory or sourcing limitations

For certain transactions, we may request additional verification before processing the order.

Authenticity Commitment

All products sold on our store are:

• 100% authentic
• Sourced from official retail channels or authorized distributors
• Shipped in original condition unless otherwise stated on the product page

We do not sell counterfeit products.

Final Decision

We reserve the right to review each request based on the order details, product type, communication records, packing records, delivery records, and evidence provided.

All return, refund, replacement, and exchange requests will be assessed in accordance with this policy and applicable consumer protection laws.

Final Agreement

By placing an order on our store, you acknowledge and agree to this Return, Refund & Shipping Policy.