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The 'Pile of Loot'
  What is the Pile of Loot and how does it work?

Pre-Orders
  When will my preorders arrive & ship?
  What are the chances the my preorder will not be filled?
  Will you ship all my preorder items together?
  When will I have to pay for my preorder?
  Can I preorder an item by check, money order, or Paypal?
  Why should I preorder an item?
  Can I cancel a preorder?

Payment and Payment Methods
  What payment methods does BBTS accept?
  How much time do I have to pay for my order?

Shipping
  How long does it take for my order to ship?
  What are the shipping rates?
  What shipping methods does BBTS offer?
  Does BBTS ship internationally?
  Can international shipments be declared as gifts for customs?
  Will international shipments be declared at full value for customs?
  Is my shipment guaranteed to arrive?
  Can I change my shipping address?

Order Status & Payment Status
  Why is my payment status listed as 'processing'?
  Why is my payment status 'declined' or 'billing declined?
  Why is my order status listed as 'pending'?
  Why is my order status listed as 'warehouse'?

Toy & Packaging: Conditions & Grading
  What do Standard, Substandard, and Collector Grade mean?
  How does the Vintage Department grading system work?
  Why isn't Collector's Grade available on all items?

BBTS Return & Cancellation Policies
  What is the BBTS cancellation policy?
  What is the BBTS return policy?
  Are the return and cancelation policies different for Piles of Loot?
  The item I purchased from your website is now on sale. Can I get a refund?

Question, Comment, or Problem? Contact Us!
  I have a question, what is your Email address?
  I have a problem with my order, how can this be quickly resolved?
  Can I place orders or receive customer service by telephone?

Privacy & Security Policies
  Will BBTS keep all my information private?


When will my preorder ship?
For the latest preorder arrival date info, simply log into your BBTS account and press the 'View Preorders' Button. Each product will have an estimated arrival time. Our Vendors supply us with these arrival times and we try to keep them as current and accurate as possible. Please remember these estimated arrival times and are subject to change. It is not recommended to purchase preorder and expect it to arrive in time for a specific event (holdays, birthdays, etc). Please note that some preorder items will arrive ahead of schedule. We will process payments and ship the products as soon as they arrive. Please note that BBTS is not responsible for any possible overdraft fees on your bank account due to the early arrival of a preorder. Please use a credit card instead of a debit card if you are worried about this situation.
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What are the chances that my preorder will not be filled?
BBTS makes every attempt to fill every single preorder we receive. However, there may be issues out of our control such as allocation, manufacturer cancellation, etc. that may affect our ability to fill all preorders. Please note that these issues rarely occur and we have a very good record of filling all customer preorders.
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Will you ship all of my preordered items together?
If your 'Pile of Loot' account function is turned 'on', we will add all preorders to your Pile of Loot as they become available. These items will ship together when your Pile of Loot is released. Remember that your Pile of Loot will not ship until you release it.

If your 'Pile of Loot' account function is turned 'off', preorders that arrive to us at the same time will be grouped into one shipment. Preorders that arrive over a period of time will ship to you separately as they arrive.
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Can I preorder an item by check, money order, or PayPal?
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 I have to pay for my preorder?
No Payment for preorders will be due at the time of order placement. Your card will be charged when the product arrives to us and is ready to ship.
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Why should I preorder an item?
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 cancel a preorder?
You may cancel a preorder at any time from your BBTS account. Simply login to your account, hit the blue 'View Preorders' button. At this point you can reduce the quantity of any preorder item you wish to cancel. If the preorder has already arrived, and you have been charged, you can cancel the item as specified in the BBTS cancellation policy.
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What payment methods does BBTS accept?
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 (checks for US residents only). Personal checks may be held up to 10 days while the payment clears. BBTS is unable to accept money transfers or Western Union.
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How much time do I have to pay for my order?
All orders regardless of payment method will be canceled if they are not paid in full within 10 days. If items in your Pile of Loot are unpaid after 10 days, those items will be canceled from your order. Payments are applied to the oldest products first. If you need extra time or are unsure if the mail payment will arrive to us before the 10 day deadline, please contact customer service.
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When will my order ship?
Please allow 2 to 3 business days for your order to ship. Remember that Priority Mail is a type of USPS Shipping Method. It does not mean that your order will be expedited within the warehouse. Domestic UPS Air shipments will ship same day if the order is paid by 1 pm CST.
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What are the shipping rates?
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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What shipping methods does BBTS offer?
BBTS offers a wide variety of shipping methods including the Postal Service and UPS, as well as several rush methods. To see what shipping methods are available to your address, log into your account and click on the button in the Shipping Method box. A list of all available shipping methods will be displayed.
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Does BBTS Ship Internationally?
Yes! BBTS will ship to most countries around the world. We ship by several carriers including mail and UPS. 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?
Yes - we will mark your package as a gift if you select that feature in your account settings. This does not guarantee that the package will be tax or duty free.
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Will International shipments be declared at full value for customs?
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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Is my shipment guaranteed to arrive?
Yes! All shipments are guaranteed to arrive, with the exception of those methods listed as Buyer's Risk. Buyer's Risk applies to certain countries when shipping by air mail. 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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Can I change my shipping address?
Yes, but you must update your address on the main portion of your account under 'Shipping Address' AND on any open orders. If your order has already shipped, BBTS cannot be responsible for an incorrect address. Address changes can not be made mid-transit.
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Why is my payment status listed as 'processing'?
The 'Processing' 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'?
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'?
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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Why is my order status listed as 'warehouse'?
The warehouse is where orders go to be filled, inspected, packed, and then shipped. Once orders reach the warehouse status no changes can be made to the order.
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What do Standard, Substandard, and Collector Grade mean?
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. 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?
The BBTS Vintage Department individually grades each vintage item listed 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?
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?
Unopened items: We are happy to assist you with returning unopened items. This includes unopened case sales. If a case has been opened, it cannot be returned. The unopened items must be returned within 30 days of the product being purchased. This date is based on each individual product purchase date, not the date of order placement or payment. BBTS will refund you the entire purchase price of the item (shipping fees to and from BBTS will not be refunded). Refunds will be issued in the form of store credit or the original method of payment. Items must be packed inside a shipping box with sufficient protection. If the product is not in original condition, the refund will be less. Customer Service must be contacted before returning any items.

Opened items are any products that have had the factory sealed tape removed, or where there is clear evidence the product packaging has been opened.

Defective items: If you receive an item that has a manufacturer's defect we are happy to ship a replacement. Please contact us within 30 days of receiving your order. BBTs will cover all shipping fees to and from our warehouse on defective items. Shipping fees for international customers will be refunded in the form of store credit only. Defective items may only be exchanged for the same item.

We are not able to accept any figure(s) or item(s) that have been disassembled or modified in any way, due to the overall quality and intergrity being compromised.

Please note that this return policy applies only to shipped items you have received.
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What is the BBTS cancellation policy?
Products may be cancelled within 15 days of product purchase. This date is based on each individual product's purchase date, not the date of order placement or payment. No cancellations will be acepted after 15 days of the product purchase. This policy applies only to items that have not yet shipped.
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Are the return and cancellation policies different for Piles of Loot?
No. All orders use the exact same return and cancellation policies as described in this FAQ. [top]


The item I purchased from your website is now on sale. Can I get a refund?
Yes, upon request. This applies only to items purchased within the previous 7 days prior to the start date of the sale . The purchase date refers to the product purchase date, not the order date or payment date. Refunds are only given as store credit.
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I have a question, what is your Email address?
Feel free to email us with any questions or comments at any time, we'll get back to you promptly Monday through Friday during business hours. 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?
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?
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?
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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