GENERAL QUESTIONS
Who is CultureFly?
CultureFly is home to a team of dedicated pop culture fanatics who strive to create amazing and original products for both casual and hardcore fans alike! Everything on our site is officially licensed and designed by our team.
Do you have a physical store?
We do not! Everything is sold on our website.
Can I send your products to someone as a gift?
Yes! At check-out, there is a box that you can check off if you are choosing to send someone a gift. Follow the prompts by putting your preferred messaging delivery, the recipients email and phone number, and you can write a short message to them.
I love a specific item that is in one of your boxes, but I don't want to purchase the entire collection. Can I purchase the items that come in those boxes individually?
Each item is made for the box it comes in and we do not sell them outside of the box. If you want that item, you will need to buy the entire collection.
I have a specific question about your subscription boxes. Where do I find out more information?
Great question! We have FAQ pages for each subscription box. Check those out!
How do I set up an account?
If you are new to CultureFly, you will need to only enter your email address on the checkout page. You will receive an email asking you to activate your account. If you are purchasing a subscription box, this will help you manage your subscription. If you do not activate your account, you will be unable to edit your subscription.
If you are a returning CultureFly customer, there is no need to log in. As long as you use the same email at checkout that you have on your existing account, you are all good to go with your purchase.
If you have any questions or need assistance, please email our customer service at contact@culturefly.com.
SHIPPING
What countries do you ship to?
We ship to all 50 States of America, plus the following Countries: Australia, Argentina, Belgium, Brazil, Canada, Croatia, Denmark, Estonia, Finland, France, Germany, Gibraltar, Hungary, India, Ireland, Israel, Italy, Latvia, Lithuania, Luxembourg, Malaysia, Malta, Mexico, Netherlands, New Zealand, Peru, Philippines, Portugal, Singapore, Spain, Sweden, Switzerland and the UK.
How much does shipping cost?
Shipping cost varies by weight and size of each product.
International customers are required to pay any relevant duties, customs, or taxes associated with their country. You will see international shipping prices at check-out.
Why is the international shipping fee more than domestic?
Each international box is shipped with Priority Express International Shipping and is fully insured and trackable.
How long will it take for my order to arrive?
If you are located in America, you will receive a shipping notification when your order is dispatched via DHL, Fedex, or USPS along with a tracking number. At that point, your order will arrive within 3 to 7 business days.
If you are an international customer (outside the USA), you will receive a shipping notification when your order is dispatched via the post office along with a tracking number. At that point, your order will arrive within 5 to 10 business days. Please be aware that international packages may be delayed by customs in your country and that you are responsible for any associated import fees.
Why does tracking seem to be taking longer than it should?
Our products actually ship from California even though our return address is listed as New York City – where our home office is. We do that in the event your order is marked ‘return to sender,’ it comes back to our office and we can get it to its rightful home! Our boxes ship out of our main warehouse in California.
I received my tracking link, but it hasn't moved in a while. What should I do?
We ask that you do keep an eye on your tracking, as it may update as soon as possible.
However, if your tracking link says "Pending" or your delivery date has not updated in over 10 business days, please reach out to our customer service at contact@culturefly.com so they can take a closer look.
BILLING
What currency do you charge in?
All orders are processed in USD.
What payment methods are available?
We accept PayPal, Shop Pay, Google Pay and credit cards such as Visa, MasterCard, American Express, and Discover.
LOYALTY & REWARDS
What is CultureFly Club?
CultureFly Club is our way to thank our customers for supporting us! By making purchases on our site and signing up for a CultureFly account, you will earn points to unlock discounts (and other rewards). The more points you collect, the more ways you save. Start now!
How do I join the club?
It's super easy! All you have to do is make an account on our site! You'll even earn points just for doing that. Pretty sweet.
How do I earn points?
There are lots of ways! You can start making purchases and following us on social media. Super easy. See all the different activities to earn points here on our rewards popup.
Where can I view my point balance?
Head over to our rewards popup to see how many points you have unlocked!
How do I redeem my points?
To redeem any of the points you've earned, go to the rewards popup and click Redeem Points, and then you should be able to see different discounts you can redeem.
I just bought a product and I don't see points from it. What do I do?
Give it a few minutes as it may be loading on to your account. Then, refresh the rewards page. If you still don't see those points reflected in your balance, email our customer service at contact@culturefly.com. They will be able to help!
EXCHANGES AND RETURNS
I received a broken or damaged item. What should I do?
Any damages, refunds or replacement requests must be requested within 30 days of receiving your shipment. Due to inventory changes, we do not guarantee that all requests will be accommodated as requested. Once processed, you will be asked to verify your shipping address and you will receive new tracking information.
We do not offer refunds or replacements for items that have been used, washed or tampered with.
For boxes, we do not offer returns, refunds, or credits for the dissatisfaction of box contents.
When you reach out to our customer service, please attach photos or videos of your damaged product in the email, along with the full name and email associated with the account. We will be able to replace the item(s) unless the item is not in stock, then we will offer a refund for the damaged item. Please do take note that waiting for a replacement can take up to 8 weeks depending on when inventory will be available. Send an email with a picture of the damaged item to: contact@culturefly.com
If you purchased one of our boxes or bundles and a full return of the box is approved, the box will need to be returned to us unopened and in the original shrink-wrap.
I received the wrong size for clothing my order. What should I do?
Depending on clothing inventory available, our customer service team will be able to help. Please send an email to contact@culturefly.com.
How long do returns take to process?
Returns take 3-5 business days to be processed.
How long does it take for a refund to process?
If you are receiving a refund through your bank, it should take 7-10 business days for it to process.
We may have to refund you through a PayPal account, store credit via a gift card/discount, or through reward points. *The reason why we offer these as ways to refund you is due to the timeframe since you last made your order.
If you are receiving a refund through PayPal, it should take 5-7 business days for it to process.
Please note: CultureFly is not responsible for the payment of the return shipping. However, if you are exchanging an item for another one, the new item will be shipped back to you for free. If the item doesn’t fit and you would prefer a refund we will credit you back on the card you used for the purchase. However shipping costs will not be refunded.
I purchased one of your items at a retailer and there was a damaged item inside/item missing from the box. Can you replace it for me?
Unfortunately, you would need to go through the original retailer you purchased your item from.
Example: You purchased an Animal Crossing Collector's Box at Target, but the peach was missing. You would need to reach out to the Target you purchased from to be able to be set up for a replacement.
I ordered one of your collector's boxes and it arrived dented, can you replace it?
We put a lot of thought into designing our boxes to make sure they are visually appealing. Please keep in mind the box is primarily for shipping and is designed to protect what’s inside. We do not offer replacements for any damaged box.