Order Status

Click the "My Account" icon at the top right hand side of our site to check your order status. Processing time for shipments is 2-3 business days. Please note that while a shipping label and tracking number for your order may be generated when your order is confirmed, tracking information will not begin to update until the order has shipped.


Click the "My Account" icon at the top right hand side of our site to view orders you have placed. Then click the "Change quantities / cancel orders" link to find and edit your order. Please note that once an order has begun processing or has shipped, the order is no longer editable.


Click the "My Account" icon at the top right hand side of our site to track your order.


Click the "My Account" icon at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance.


Click the "My Account" icon at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that all of your packages were delivered, your order may be split into more than one shipment. If your packages each show a status of "delivered", please contact customer service for assistance.


A pre-order / back order is an item that is NOT yet in stock but is either being manufactured or is en route. The estimated pre-order shipping date is listed in the product description. You will receive e-mail updates on pre-ordered items and notifications of any date changes.


My Account 

1) Click the "My Account" icon at the top of our site.
2)
Enter your email address.
3)
Select "I am a new customer".

Then simply follow the prompts to complete setting up your account. Your information is NEVER sold to any other company and is kept completely private.


Click the "My Account" icon at the top of our site to edit your account information.


Shipping is automatically calculated prior to submitting your payment information. The rates are provided directly from selected carriers and determined by the dimensional weight of the shipping carton. Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their prices. We will ship your order shortly after we receive payment from you.


Click the "My Account" icon at the top of our site. Under the login box you'll see a link that says "Forgot your password? Click here". That link will send an email to you with your password.


Please click here for more information on returning an item.


If you feel that you have received the wrong product, please contact us by clicking here.



Please see each individual item page for more information on the availability of each item. Also, after placing your order, you may click the "My Account" icon at the top of our site to track the status of your order. You will receive a shipment confirmation when your order has shipped and tracking information within 24-48 hours of shipment.


International Shipping

If your order is being delivered to an address outside of the United States you are responsible for any and all applicable duties, taxes and other fees levied by all authorities and their agents/brokers. We do not collect any of these amounts; they will be charged to you directly by the applicable customs or taxing authorities in the destination jurisdiction.

Should anybody attempt to collect any outstanding duties, taxes and/or other fees from Factory Entertainment , because of your failure to pay them, by placing your order you are agreeing to authorize Factory Entertainment to charge your payment card in full for any and all additional duties, taxes and other fees , + a $20 administration fee,  should we receive an invoice for these duties, taxes and other fees in relation to your order.

Please see the Importing Items tab below for important additional terms and information regarding international customs.


Factoryent.com currently only ships to countries located in the country drop down menu located in the checkout. If your country is not listed in the drop down menu we may not be able to fulfill your order directly. Please contact us for assistance in determining how to obtain the item you're interested in. All orders are shipped from the United States.


Please note that it is the responsibility of the customer to ensure that any item purchased from Factory Entertainment can be legally imported to its international destination. Customers should check with local authorities before ordering if there are any import concerns with respect to any item, such as, for example, replica weapons. Factory Entertainment has no jurisdiction or control over imported items and customs/import agents do have the authority to hold, seize and/or prevent any incoming shipment from another country.

The customer is solely responsible for any items that are lost, damaged or destroyed by customs, and Factory Entertainment will have no obligation to replace, refund or accept return of any such item.

If an item from an international order is returned to Factory Entertainment due to customs refusing to allow the import of that item, for any reason, provided that the item and its packaging are unopened and undamaged, a refund will be sent to the payment method used while ordering, less shipping and handling and, at Factory Entertainment’s sole discretion, a $20 administrative fee. In lieu of a cash refund, Factory Entertainment may, in its sole discretion, elect to issue a store credit which may be applied to the purchase of other Factory Entertainment products. Any refunds or credits of products purchased with currency other than US dollars will not exceed the US dollar price of the product at the time of purchase. 


During the checkout process you may choose any of our current payment options, which are all viewable at that point. We are unable to accept payment by check or money order online. To place an order by check or money order, please call (925) 270-3739. Please note that we will not ship your order until we receive payment from you.


Shipping is automatically calculated prior to submitting your payment information. The rates are provided directly from selected carriers and determined by the dimensional weight of the shipping carton. Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their prices. We will ship your order shortly after we receive payment from you.


Warranties & Policies

Returns

Products purchased directly from Factory Entertainment may be returned to us for any reason by the original purchaser during the thirty (30) days following purchase from us. This policy covers only products purchased directly by consumers from Factory Entertainment; It does not cover products purchased from any other retailers or resellers, or products purchased on the secondary market, e.g. online auction sites, or otherwise. In addition, this policy does not cover any custom or "made-to-order" products including, without limitation, any FE Masterworks™ products. 

If for any reason you are not satisfied with a product you have purchased directly from us, you may return the product within 30 days of receipt for a refund. The refund issued will be for the purchase price of the product minus any shipping charges paid (including any customs duties, taxes and fees charged to Factory Entertainment) and any non-refundable amounts charged to Factory Entertainment by any third-party credit card or other payment processor. In the event that the returned item(s) were purchased with free, discounted or flat rate shipping, the actual cost of shipping paid by Factory Entertainment may, in our sole discretion, be assessed and deducted from the refund amount. At the discretion of Factory Entertainment, we reserve the right to assess up to 15% of the product price of any returned product, regardless of condition, as a restocking fee. In lieu of a cash refund, Factory Entertainment may, in its sole discretion, elect to issue a store credit which may be applied to the purchase of other Factory Entertainment products. Any refunds or credits of products purchased with currency other than US dollars will not exceed the US dollar price of the product at the time of purchase. 

All products must be returned to us in their original packaging in the same condition they were supplied. This means that all products must be returned intact with all contents and all original packaging including brown shipping boxes/outer cartons if applicable. Returned products must be accompanied by their original receipt or bill of sale. Returned products must be received by Factory Entertainment within the 30-day period to be eligible for a refund. You are responsible for all shipping costs when returning unwanted products to us. You are also responsible for ensuring that products are returned safely and securely. We reserve the right to refuse a refund on any products which appear to us, in our sole judgment, to have been damaged due to customer or third-party mishandling, abuse or misuse or due to improper or insufficient return packaging. We are not responsible for any damage or loss suffered when returning products to us.

You must contact us for a Returns Authorization (RA) number prior to returning any product to us. We cannot accept any returns without a valid RA number. See below for instructions on how to obtain an RA number.

WE STRONGLY RECOMMEND THAT YOU OPEN AND FULLY INSPECT ALL PRODUCTS PURCHASED DIRECTLY FROM US IMMEDIATELY UPON RECEIPT TO TAKE ADVANTAGE OF THE RETURN RIGHTS DESCRIBED IN THIS SECTION. NO REQUESTS TO RETURN PRODUCTS WILL BE ENTERTAINED OUTSIDE THE 30-DAY PERIOD.

Limited Warranty

Factory Entertainment warrants (“Limited Warranty”) to the initial purchaser that purchases a product directly from Factory Entertainment or an authorized Factory Entertainment retailer who purchased from us, that the product will be free from defects in workmanship and materials for a period (“Limited Warranty Period”) of the earlier of ninety (90) days after the date that you purchased the product or one hundred and eighty (180) days after the authorized Factory Entertainment retailer purchased it directly from us. This Limited Warranty does not apply to used or previously displayed merchandise or to normal wear and tear and does not cover refund, repair or replacement if the product is damaged by tampering, misuse, accident, abuse, neglect, improper installation or setup, improper care and maintenance, alteration of any kind, disaster, defects due to repairs or modifications made by anyone other than Factory Entertainment or an authorized service representative of Factory Entertainment.

THIS LIMITED WARRANTY IS IN LIEU OF ALL OTHER WARRANTIES, WHETHER EXPRESSED, IMPLIED, OR STATUTORY, INCLUDING WITHOUT LIMITATION ALL IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE.

To verify whether a retailer is an authorized Factory Entertainment retailer, please contact us at support@factoryent.com.

In the unlikely event that a product you purchased directly from Factory Entertainment arrives damaged or in defective condition, please contact us immediately to obtain an RA number as described below. You will be asked to clearly identify the damage/fault and to provide photographs so that we can provide you with the best solution. Upon verification of coverage, an RA number will be issued and a prepaid return label will be provided to you. If a product you purchased from an authorized Factory Entertainment retailer arrives damaged or in defective condition, please contact the retailer you purchased it from. Factory Entertainment will work with the authorized retailer to verify warranty coverage and to provide a replacement product or replacement parts.

Factory Entertainment will inspect all product returned for warranty service and, upon determination that warranty coverage applies, Factory Entertainment will, at its sole election, either (1) replace the product with the same item, although not necessarily the same limited edition number, (2) repair the product, (3) supply you with replacement parts or (4) if the product was purchased directly from us, issue a refund for the purchase price or, in our sole discretion, a store credit which may be applied to the purchase of other Factory Entertainment products. Any refunds or credits of products purchased with currency other than US dollars will not exceed the US dollar price of the product at the time of purchase. 

Any product that appears to us, in our sole judgment, to have been damaged intentionally or as a result of customer or third-party mishandling, abuse or misuse, or to have not been in new, unopened condition when purchased by the customer will not be replaced, repaired, refunded or credited. Any products shipped to customers outside the United States that are damaged in customs inspection will only be replaced, repaired, refunded or credited in Factory Entertainment’s sole discretion. Damaged brown shipping boxes/outer cartons where the product is not affected will not be replaced, nor will color retail boxes which suffer damage that is judged by Factory Entertainment, in its sole discretion, to be minor. Nevertheless, Factory Entertainment may offer to supply you, to the extent supplies permit, with a replacement retail box upon payment of applicable shipping charges.

Due to the limited-edition nature of our products, we cannot guarantee that any product can be replaced at the time of return or that damaged specific edition numbers can be replaced with the same number.

NO WARRANTIES, EXPRESS OR IMPLIED ARE MADE WITH RESPECT TO ANY PRODUCT THAT IS PURCHASED OTHER THAN DIRECTLY FROM FACTORY ENTERTAINMENT OR AN AUTHORIZED FACTORY ENTERTAINMENT RETAILER WHO PURCHASED DIRECTLY FROM US. IF YOU DID NOT PURCHASE THE PRODUCT DIRECTLY FROM FACTORY ENTERTAINMENT OR AN AUTHORIZED FACTORY ENTERTAINMENT RETAILER WHO PURCHASED DIRECTLY FROM US, YOU SHOULD CONTACT YOUR SELLER FOR ASSISTANCE WITH ANY PRODUCT ISSUES.

Obtaining An RA Number

An RA number may be requested by phone or e-mail as follows:

Phone: +1 (925) 270-3739

E-Mail: support@factoryent.com


We value your privacy. Please view our Privacy Policy for complete details on how we use the information we collect.


This website is protected with SSL (secure socket layer) encryption, the highest standard in Internet security.


Pricing and Billing

During the checkout process you may choose any of our current payment options, which are all viewable at that point. We are unable to accept payment by check or money order online. To place an order by check or money order, please call (925) 270-3739. Please note that we will not ship your order until we receive payment from you.


Deposits On Pre-Order

If specified on the payment page for the product, a non-refundable deposit may be required to hold a pre-order. A non-refundable deposit will not be refunded under any circumstances, unless the product is canceled by Factory Entertainment, Inc. Please note: credit card payments for deposits are only accepted. If you select ShopPay or PayPal during checkout for your deposit item, you may be charged for the full amount. We suggest paying by credit card to ensure you're only paying for the deposit.

Once the pre-order item is ready to ship, you will be charged the total balance and will receive a separate email with tracking information for your shipment once the item(s) ships. Expected availability status is located on each product page.

Any orders which are not paid for in full within 30 days after an initial request for the balance of your pre-order or deposit item(s) has been sent may be canceled by us, in our sole discretion. In that event, any non-refundable deposit will be forfeited.

Any date given for pre-order availability is a forecast and may be subject to change.

If there are any issues with your order we will contact you directly.

Payment Plans

If you are interested in a payment plan, one or more options will be made available to you during the checkout process. Only in stock items are available for payment plans, which are subject to the terms and conditions of the payment plan provider or processor.


Sales tax will be added to all orders where required by applicable law. International customers are responsible for all other duties, taxes and fees.


Click the "My Account" icon at the top right hand side of our site to review your orders. You may compare your order history on our website, with your financial records. If you have further questions or concerns, please contact customer service for further assistance.


Click the "My Account" icon at the top right hand side of our site to print invoices.


Your payment method will be charged within 24 hours prior to shipment of your item(s). In the case of a pre-order deposit, you will be charged the deposit amount stated in the product description at the time of ordering and the balance when the product arrives and is ready to ship.


Buyer's Guide

To find the product(s) you're looking for, you may (1) use the navigation menus on the top, left & bottom of our website. (2) type a keyword into the SEARCH box. If you have any trouble locating a product, feel free to contact customer service for assistance.


To navigate this website, simply click on a category you might be interested in. Categories are located on the top, left & bottom of our website. QUICK TIP: Place your mouse cursor over anything you think could be a clickable link. You'll notice that anytime you scroll over something that is a link, your mouse cursor will become a "hand". Whereas scrolling over anything that is NOT a link will leave your cursor as an "arrow". You may also type a keyword into the SEARCH box to quickly find a specific product. If you have any trouble locating a product, feel free to contact customer service for assistance.


After adding items to your cart, click the "View Cart" link at the top of this site to view your cart. At the bottom of the shopping cart you'll see a box where you may enter your coupon code.


Additional Support

Factory Entertainment, Inc.
2355 Whitman Road
Suite A
Concord, CA 94518
(925) 270-3739
support@factoryent.com