FAQ

A blind box is a sealed box containing one plush from a series – you don’t know which one you’ll get until you open it, and neither do we. Each blind box holds one of seven figures: six regular figures and one rarer secret figure. Collecting, trading and the surprise of the reveal are all part of the fun.

Each blind box has a 1-in-6 chance of containing each regular figure and a 1-in-72 chance of containing the secret figure. The odds are the same for every box, whether you buy a single box or a Whole Set, and they’re printed on the packaging and shown on every product page.

Not with a single blind box – that’s the surprise, and we can’t tell you what’s inside. If you want one of each regular figure, the Whole Set is the way to do it.

The Whole Set contains 6 non-repeating blind boxes - one factory-sealed display case, exactly as it arrives from our factory. Every box in a Whole Set is a different figure, so you’ll never get duplicates, and ordinarily a Whole Set has one of each of the six regular figures. The series also has a seventh, secret figure, which is not guaranteed - see the next question.

Not necessarily, and we don’t guarantee it. The secret figure is a 1-in-72 chance in any box, whether it’s in a Whole Set or bought on its own. If a Whole Set does contain the secret figure, it replaces one of the six regular figures – so that set will have five regular figures plus the secret figure, still with no duplicates. We can’t open or check sets before they ship.

No – a Whole Set is six boxes and the series has seven figures, so no single set can contain every figure. “Whole Set” means the complete sealed case of six non-repeating boxes: ordinarily all six regular figures, with a chance that the secret figure takes one of those places.

That shouldn’t happen - a Whole Set is meant to have six different figures. Please review our Return and Refund Policy for what to do if your Whole Set includes duplicate figures or is missing a box.

We’re sorry – once a blind box is opened it can’t be returned or exchanged. Duplicates are a normal part of buying single blind boxes. If the figure inside is defective or damaged, that’s different: contact us and we’ll make it right. Please review our Return and Refund Policy for what to do if you receive a damaged or defective item.

Our products are collectibles that are designed for persons aged 15 and up. They are not children’s toys and may contain small parts. Accordingly, they are not suitable for children under 3 years old.

Our plush products are made with soft plush fabric and polyester filling, with embroidered and decorative details. Some items have a face or head made of molded plastic. To keep your product looking its best, spot clean gently with a damp cloth and mild soap. Do not machine wash, tumble dry, or bleach. Air dry only.

Yes. Our products are tested by an independent laboratory to the applicable safety standards for their age grade and the countries and territories in which they are being sold.

We work hard to show our products accurately, but colors can look different depending on your screen and settings, so small variations are normal and part of its character.

Add the items you want to your cart and check out. You'll enter your shipping address, choose a payment method, and review your order before you pay. We'll email you an order confirmation right away, and a second email with tracking when your order ships.

First check your spam or promotions folder. If it's not there within an hour or so, email support@momo-toko.com with the name and email address you used at checkout and we'll look it up.

We aren't able to change an order once it has been placed, but you can cancel the order any time before it ships (see below) and place a new one. Once an order has shipped, we can't change or redirect it.

Yes. Any order can be cancelled for any reason, at any time before it ships, for a full refund including shipping. Email support@momo-toko.com with your order number and "Cancel" in the subject line. In-stock orders usually ship within 2–3 business days, so please contact us quickly. Once an order has shipped it can't be cancelled, but you may be able to return it under our Return and Refund Policy.

We may limit quantities on some items so as many collectors as possible get a chance to buy — any limit will be shown on the product page. In addition, some of our products may be limited edition, which will also be shown on the product page. Our products are for personal use, not resale; we may cancel orders that appear to be for commercial resale or export.

We accept major credit and debit cards (Visa, Mastercard, American Express, Discover) and PayPal. Please note that Shop Pay, Apple Pay, Google Pay and buy-now-pay-later options are not available for orders that contain a pre-order item.

Your payment method is charged in full at checkout, for both in-stock and pre-order items.

Sales tax is charged where required by law, based on your shipping address. Any tax is shown at checkout before you pay. Posted prices don't include tax or shipping.

Yes — enter your code in the discount box at checkout before you pay. Only one code can be used per order, and codes can't be applied to orders that have already been placed. Promotions are subject to their own terms, which we'll state when we run them.

Our store runs on Shopify, and payments are processed by Shopify's payment providers using industry-standard encryption. We never see or store your full card number. For more, see our Privacy Policy.

We ship to all 50 U.S. states and Washington, D.C., including P.O. Boxes. We don't ship internationally or to freight-forwarding or package-consolidation addresses right now.

Shipping is a flat $9.99 per order. Orders of $70 or more ship free — the $70 is your merchandise total after discounts and before tax. Your exact shipping charge is shown at checkout before you pay.

All orders ship by USPS Ground Advantage. We don't offer expedited or express shipping at this time.

In-stock items usually ship within 2–3 business days (Monday–Friday, excluding U.S. federal holidays). Orders placed on a weekend or holiday start processing the next business day. Processing can take a little longer during launches, promotions and the holiday season — if we expect a meaningful delay we'll email you. Pre-order items ship on the estimated date shown on the product page when you ordered.

USPS Ground Advantage usually delivers 3–5 business days after your order ships. Counting processing time, most in-stock orders arrive about 5–7 business days after you place them. Alaska and Hawaii can take longer. Delivery times are USPS estimates, not guarantees.

For pre-orders, the estimated ship date is shown on the product page, at checkout, and in your order confirmation email. It's an estimate based on our production and delivery schedule. If it changes, we'll email you the new estimated date. Once your pre-order ships, normal delivery times and tracking apply.

If we anticipate any unforeseen shipping delay, we will email you the new estimated date. You can cancel still always cancel your order for a full refund at any time before it ships.

The whole order ships together when the pre-order item is ready. If you'd like your in-stock items sooner, please place two separate orders — one for in-stock items and one for the pre-order.

When your order ships we'll email you a USPS tracking number and link. Tracking can take 24–48 hours to show movement after the label is created, so don't worry if it looks empty at first.

USPS tracking sometimes goes quiet for a few days, especially during busy periods, and then catches up. If your package hasn't arrived within 7 days after the estimated delivery date, email support@momo-toko.com with your order number and we'll look into it with USPS.

USPS occasionally scans a package as delivered a day or so early. Please check around your door, mailbox and mailroom, and with household members or neighbors. If it still hasn't turned up after 2 business days, contact us at support@momo-toko.com and we'll help.

We're sorry! Email support@momo-toko.com within 15 days of delivery with your order number and photos of the shipping box and the item(s), and keep the packaging until we've sorted it out — USPS may ask to see it. You can choose a free replacement (subject to availability) or a full refund including shipping. See our Return and Refund Policy for the details.

Yes — USPS Ground Advantage delivers to P.O. Boxes.

Not yet. We currently ship only within the United States.

No. We don't ship to freight-forwarding or package-consolidation addresses, and orders going to one may be cancelled.

You can return unopened, unused items in their original sealed packaging if you email us within 15 days after delivery. If an item arrives defective, damaged or isn't what you ordered, we'll replace it or refund you in full and cover the shipping. Opened items can't be returned unless they're defective, damaged or incorrect. The full terms are in our Return and Refund Policy.

Please review our Return and Refund Policy for the process to start a return.

If you're returning an item because you changed your mind, you will have to pay the return shipping and the original shipping charge isn't refunded. If the item was defective, damaged or not what you ordered, we cover everything — we'll send you a prepaid return label if we need the item back.

We're sorry — once a blind box is opened it can't be returned or exchanged. The surprise is part of how blind boxes work, and we can't resell an opened box. If the figure inside is defective or damaged, that's different: contact us and we'll make it right.

We don't offer exchanges for change-of-mind returns. If you'd like a different item, please return the eligible item for a refund and place a new order. If your item was defective, damaged or incorrect, we'll send a replacement free of charge (subject to availability — if we can't replace it, we'll refund you).

We process refunds within 5 business days after we receive and inspect your return (or, if no return is needed, after we confirm the issue). Refunds go back to your original payment method; your bank or card issuer may take another 5–10 business days to post the credit.

For change-of-mind returns, no. For defective, damaged or incorrect items, yes — you get back everything you paid, including shipping.

We'll email you to explain why. You can have the item shipped back to you at your cost, or ask us to dispose of it.

Please email us right away with your order number and the tracking number so we can look out for it. Returns that arrive without prior approval may take longer to process or may be declined if they don't meet the return conditions.

We use your information to process and ship your orders, provide customer support, keep the store secure, and — if you've opted in — send you news and offers. Our store runs on Shopify, which processes some information on our behalf. The full details, including your rights, are in our Privacy Policy.

Click "Unsubscribe" at the bottom of any marketing email. You'll still receive transactional emails about your orders, such as confirmations and shipping updates.

Email us at support@momo-toko.com — please include your order number if your question is about an order.

Not yet — we're online only. Follow us on social channels for pop-up and event announcements.