An item I purchased arrived damaged – what should I do?

Shout Factory is a company of fans and collectors. We know that the look and feel of our products is critical, and we really focus on the presentation from the art to the packaging materials and to the masters we use.

We are no longer handling replacement requests for products purchased from third-party retailers like Amazon, Walmart, Target, etc. We recommend reaching out to the seller who provided your product to obtain replacements, they should be able to lend some additional assistance.

On the rare occasion where there is a manufacturing defect, Shout Factory has and will provide replacement parts to all affected customers up to the expiration date of the replacement program.

We have laid out some guidelines for replacement below to facilitate the process. If you have damage, have your pictures ready for our representatives.

• Art wraps: When available, torn art wraps and water damaged art wraps will be replaced. "Wavy" art wraps, art wraps with tears less than ½ inch, and art wraps with slight dents will not be replaced.
• O-cards/Slipcovers: Slipcovers (also known as o-cards) are not guaranteed on any Shout product. On titles designed to include an o-card, o-cards are produced only for the initial print run of a new release. Exclusive o-cards with alternative art are even more limited. They are produced only for Shout store sales and are not replenished. An o-card with a ½ inch or greater tear or crease will be replaced when available. Scuffed edges and dented corners do not make a product defective and do not qualify for a replacement. We will consider other significant damage or defects when photos are provided.
• Discs: Discs with scratches bigger than 1 inch will be replaced (visual proof required). For discs with scratches smaller than 1 inch, we will replace the disc only if the customer confirms playback has been affected. Cosmetic scuffs that do not affect playback do not qualify for a return. Before reaching out to customer service about disc playback issues, please try wiping the reflective surface of the disc with a microfiber cloth. Releases with three or more discs are assembled by hand and occasionally the wrong disc will be included due to human error. If this arises, please reach out to us and we will do our best to correct this.
• Posters: We will replace posters that are torn or have other large defects with visual proof. If you would like a replacement for a signed poster, you must first provide proof that you have destroyed the original signed poster before we will ship a replacement. All posters are limited edition items; we will replace wherever possible, but we cannot guarantee replacement.
• Blu-ray, 4K UHD, and DVD cases: We will replace broken trays, crushed cases, chipped cases, and torn plastic on the art wrap holder greater in size than ½ inch.
• Steelbooks: We will replace bent cases, cases with a dislocated hinge (the spine), significant dents or scratches (which we define as bigger than a ½ inch), and broken pieces on the interior of the case (booklet holders, disc trays). Our Steelbooks are limited editions; we will strive to replace Steelbooks where we can, but we cannot guarantee that we will have parts to furnish replacements for damage.
• Soft slipcases: A split or torn slipcase will be replaced. We will consider other significant damage or defects when photos are provided.
• Rigid slipcases: A split or torn slipcase will be replaced. Severe dents and crushing will be replaced.
• Booklets: We’ll replace missing or significantly damaged booklets while supplies last.
• Other Product Component Parts: Damaged backer cards, J-cards, torn shrink-wrap, torn product stickers, damaged shipping materials, and bespoke shipping boxes will not be replaced.
• Vinyl: Replacement requests will be handled on a case-by-case basis. Our vinyl releases are limited editions; we will strive to replace damaged and defective parts where we can, but we cannot guarantee that we will be able to furnish replacement parts. All colored and/or patterned vinyl is pressed uniquely and will vary from how it is pictured on the product page.
• NECA Figures: All sales are final for figures. It may be returned for an exchange if defective, but if a replacement is not available, a credit or refund will be issued in its place. If your figure has a part that has become dislodged during shipping, you can simply open the box and push the part back into place. To maintain a clean presentation in packaging, we are happy to provide a fresh clear circular sticker to seal the box afterwards. We will strive to replace significant damage that occurs during shipment, but when that is not possible due to the limited quantities produced, we will issue a refund.
• Other Collectibles (Enamel Pin Sets, Prism Stickers, Lobby Cards, Softcover Books, Etc.): These are limited editions. Please provide visual proof of any damage, and we’ll do our best to provide appropriate replacements from our supply of replacement parts.

If any of these guidelines apply to you, please Start a Return with your ShoutFactory.com order number and include pictures of reported damages. We will do our best to fix the problem.

Due to legal restrictions, we cannot ship any product, including replacement parts, to addresses outside of the United States and Canada.