null

FAQs

Order Questions

How do I check my order status?

Once you've logged in to your account you will be directed to the Orders tab, here you will see your most recent order. The Order status will be shown on the right as one of the following statuses:

Order Status

Pending Pre-Order: We are waiting for this item arrive from the Factory. In this status you have access to update your Payment Method/Billing Address and your Shipping Address Order is a Pre-Order item.

Declined: The attempt to authorize your Payment failed, please review your Payment Method to ensure your Billing Information matches your Card Issuing Bank.

Awaiting Fulfillment: Your Order is paid, and will be sent to our Warehouse team to be fulfilled within the next 2-4 hours. If you need to make any changes to your order, please click on Contact Us to reach out to our Customer Service.

Awaiting Shipping: Your order has been sent to our Warehouse Team. We are unable to make any changes to this order.

Shipped: Your order has shipped and the Tracking Number will be made available within the next 24-48 hours.

How do I update my Payment Method?

Please visit our Blog Post: How to update your Payment Method to learn how to update your Payment Method

 

Please note: You can only update your Payment Method if your Order status is Pending Pre-Order or Declined.

Order Status

How do I update my Shipping Address?

Once you the Order details page, you will click on "Edit Shipping Address". This will then prompt you to enter the New Shipping Address. Once you've saved your New Shipping Address the system will automatically re-calculate the shipping cost.

Edit Shipping

 

Please note: You can only update your Shipping Address when the Order status is Pending Pre-Order.

Order Status

How do I use a coupon?

After you've added an item to your cart you, you'll have the option to View your Cart.

Added Item

 

Here you will find the Coupon Code section, after you've entered your coupon code, select Apply.

Enter Coupon Code

How long will it take to receive the product I pre-ordered?

A Pre-Order is an Order placed for an item that has not yet been produced. The images that we provide are of the prototype which is a physical representation of the end product. The creation process is one that takes a great amount of time as each item is checked before being hand painted by our manufacturing team. Combine that with manufacturing and shipping time and pre-orders take a good amount of time to be fulfilled.

How do I cancel a Pre-Order?

Please click on Contact Us to reach out to our Customer Service.

Can I change my Shipping Method?

You can change the Shipping Method by clicking on Change Shipping Method. After you’ve selected or entered your Shipping Address, you will click on the Shipping Quote to select your Shipping Method.

When does my card get charged for a pre-order?

When you Pre-Order an item we only capture the payment information. We won’t process the payment until this item is ready to ship out from the warehouse.

Why was I asked to update my address and payment info?

We’ve recently added features for Customers to update your Payment Information as well as your Billing and Shipping Address. As a precaution, we ask customers to confirm the information on your account to be sure it’s accurate and update to date.

What can I do if my payment was declined?

Please visit our Blog Post: How to update your Payment Method

Please note: You can only update your Payment Method if your Order status is Pending Pre-Order or Declined.

Product Questions

When will my Pre-Order item arrive?

Please visit our Blog Post: Ship Date Update, if you can not find your item in the list please click on Contact Us to reach out to our Customer Service.

Do you offer repair services?

I am sorry, we do not offer Repair Services.

What is your Return Policy?

Please click on Shipping and Returns to review our policy.

Premier Guild

Can I use a coupon code when purchasing my Membership?

Unfortunately the use of Coupon Codes to purchase the Membership is prohibited.

Can I purchase other items at the same time as my Membership?

We ask that Customers DO NOT COMBINE items when purchasing any Membership.

Can I transfer my Premier Guild Membership to someone else?

Memberships are non-transferable, but if you have concerns, please click on Contact Us to reach out to our Customer Service.

I’m not interested in continuing my Premier Guild Membership. How do I cancel?

Membership dues are non-refundable, but if you have concerns, please click on Contact Us to reach out to our Customer Service.

Can I use my Reward Points balance at Shop.DiamondSelectToys.com?

At this time, we cannot apply points to purchases on shop.diamondselecttoys.com, but that may change in the future.

Gift Cards

I have a Gentle Giant Ltd. gift card with a balance. Will I be able to use that gift card?

Yes, your gift card will still be valid.

Will I be able to use my Gift Card for DST products?

At this time, we cannot apply Gentle Giant, Ltd. gift cards to purchases on shop.diamondselecttoys.com, but that may change in the future.

Misc.

Will Gentle Giant Ltd. be changing its name?

The Gentle Giant Ltd. brand will continue to operate as a subsidiary of Diamond Select Toys & Collectibles. Gentle Giant Studios will continue to operate as a separate entity, performing sculpting services for a variety of clients, including Diamond Select Toys & Collectibles.

What should we look forward to from Gentle Giant Ltd?

A continuation of everything that they know and love about the company, with the addition of some new product categories, an injection of new artistic talent, and more ways to get the products they care about.

I forgot my password.

Please click here: Forgot Password

You will receive an e-mail in the next 5 minutes with instructions for resetting your password. If you don't receive this e-mail, please check your junk mail folder or contact us for further assistance.