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UP Distribution LLC
501 Silverside Road,
Copyright © 2000-2019 UP Distribution LLC. All rights reserved.
Company Policies on sale of goods.
UP Distribution LLC,
501 Silverside Road, Suite 105, Wilmington, DE 19809
Phone: 302 409 0903
Frequently asked questions (FAQ)
Can I collect order placed on web site at event company is attending (Calendar of Events)?
Yes you can. Once you have an online account.
On last page confirming your order you have comment box for entering special instructions (e.g. packing instructions, delivery address for this order only, collect at <insert event>".
What are Pre-order deadline and why pre-order?
Deadlines are given for some items that are likely to sell out fast or normally limited in number.
If you give us your order before stated date of deadline or before release listed, it is likely you will have your order completed quicker then someone after deadline.
How am I to tell if you have an item in stock?
If we have a item in stock in one of our warehouses and ready to send, title will be marked "Immediate†Delivery 2-3 days"
If item is not listed as available for immediate deliver, we list the following times for delivery:
"Normally†delivered†within†7†to†10†days", normal time it takes us to get a recent/current title from publisher or another warehouse .
(This maybe effected by publisher reprinting or shipping delays outside our control which means it could take longer).
"Normally†delivered†within†7†to†28†days" (Or less), time it takes us to get an title older from publisher or another warehouse.
(Something that we have not had in stock for a while, likely take a little longer to get)
"Available to order", this is an item we would have to specially order for you from publisher directly as we do not carry stock in our warehouse.
(May take longer then 7 to 10 days, as we normally have to wait for publisher to reply to stock requests)
"Temporarily out of stock ", waiting on publisher for more stock, but we have not been given a delivery date.
"Out of print", waiting on publisher for to produce more stock, but we have not been given a delivery date.
"No longer available", item no longer available from publisher or any suppliers we deal with and will be removed from catalogue shortly.
When is <insert title> released?
If the title is not listed on our web site (which is updated daily/weekly) then we don't have any information about it (yet). We add titles to the site as soon as we receive confirmed information from the distributors and publishers. We don't operate on rumour or speculation (e.g. from forums or web sites other than the publishers).
I am unable to add anything to my basket, as clicking “Buy” button does not seem to work?
This problem is due to:
1. Your Web Browser unable to accept cookie file or this option turned off.
We suggest checking to see if option on your browser is switched on.
2. Your Cookie file is damaged, ask your browser to delete all cookie file or delete cookie for our web site and this should sorted out problem.
Why haven't I received my copy of <insert title>?
There are a number of reasons why our web site might list a title and your order for it remains on your account:
1. The title hasn't been released yet.
2. The title has just come in within the last 24 hours and we haven't yet reached your order. Orders are processed first come, first served. Our web site is live and updated as soon as stock is delivered to our warehouse. You might want to check the 'My Account' option for the status of your order.
3. If the title status on our web site shows 'Normally delivered within 7 to 10 days', this means you will normally get your order within that time.
4. There might be a problem with payment or the details on your account. You should receive an Email from us explaining the problem (assuming you gave us a valid Email address).
5. Your order might be delayed by your Email inquiry asking about your order (We remove orders from the processing list before we reply to your Email in case you want something changed).
What is the cost of <insert title>?
The price of all our titles are listed on our web site unless marked 'CALL'.
Our prices are subject to change without notice. This is usually due to changes in international exchange rates, or by the publisher changing an item's cost, or content. This is of course outside our control.
What's this Daily Discount Program?
Due to the strong exchange rate, we are pleased to be able to introduce a new discount.
This discount is based on the current UK/USA exchange rate and is subject to change without notice (Sorry, but this can't be helped as the exchange rate can change suddenly). The discount rate is always listed on our web site on titles to which it applies.
Titles ordered in advance of the release date or NOT immediately available will have the discount applied based on the day of release and the day the order is sent. (Please note that we always list the PRE-DISCOUNT price on your account for this reason)
For customers ordering by mail, the discount will be based on the day the order is received and processed.
Can't remember your password?
If, for any reason, you are unable to remember your password please contact us by Email or call our office on 020 8325 9507. We'll reset your password allowing you to log in and choose a new password, or you can mention it on submitting your next order.
OFFICE OPENING HOURS:
Monday to Friday, 8am to 1pm EST
Registered Office: UP Distribution LLC,
501 Silverside Road, Suite 105, Wilmington, DE 19809
Phone: 302 409 0903
ORDERING / PAYMENT:
We only charge for orders when goods are sent.
To use online ordering you must be the registered credit/debit CARDHOLDER with a valid credit/debit card.
Your first order can only be sent to the card holder address (as printed on your bank statement).
We are able to issue PayPal invoices for mail order, on request. As we no longer accept cheque/money orders.
When opening an account you will need a valid and maintained Email address that you check at least once a week. This is so that you can be informed of order information or problems immediately; otherwise your orders could be delayed or cancelled.
Please check that all details you provide for the purpose of ordering goods or services are correct (e.g. valid post code, expiry and start dates, CCV number and full name).
Please ensure that the your credit or debit card has sufficient funds to cover the cost of the goods or services ordered.
UP Distribution LLC CANNOT be held responsible for errors in information given to us which results in delays or goods being sent to the wrong address.
We reserve the right to refuse sale or purchase. Reasons will be stated in writing.
We reserve the right to charge the customer for any fees passed on by banks due to problems with payment (e.g. insufficient funds or returned cheques).
The Distance Selling Regulations allow 7 days in which to cancel your order (unless we have informed you personally otherwise).
We will allow you to cancel orders outside this time, but only if the item is not available or has not been released yet.
We reserve the right to not cancel an order if it is already being processed or has been specially ordered on behalf of the customer.
PRIVACY AND SITE SAFETY:
Your information is transferred and kept on highly encrypted database not connected directly to the Internet.
Please note that information given to us for ordering online is ONLY used by US to process your orders and is protected by the (UK) DATA PROTECTION ACT.
This information is NOT given or sold to anyone else to use.
We do not send spam/junk mail, only information relating to your orders.
DELIVERY / SHIPPING:
Orders for titles marked 'Immediate Delivery' are normally processed and sent within 48 hours of receiving the order (Orders are only processed within office hours, see above).
All packages are sent 1st class or airmail, and are insured and fully traceable.
We aim to deliver within 5 working days (within the USA/UK). Occasionally due to postal delays they can take longer.
We have to allow up to 15 days working days (3 weeks aprox) before we are able to start tracing delayed or lost parcels. Unfortunately we cannot do anything before this time, other than suggest you contact your local post office/sorting office as packages are taken there if undelivered.
Please contact us if you do not receive your item(s) after this time so we can help you to retrieve your goods.
If you mark your order 'COMPLETE' it will wait until EVERY item is in stock and ready to send. If an item isn't released yet, this may delay your order substantially.
You can now change the status of an item in 'My Account' to ASAP, allowing it to be sent immediately it arrives in stock.
Please note we do not start assembling your 'COMPLETE' order until last item is available, keep this in mind when advance ordering items subject to availability (e.g. figures, models & limited editions).
UP Distribution LLC is responsible for making sure that you receive your order correctly and in satisfactory condition.
Returns and replacements will only be accepted if there is a genuine fault with the product or items sent in error. All authorised returned items will be at OUR expense. We will refund standard return postage cost once we have items and we will promptly replace them or refund goods.
We do reserve the right to reject refunds or replacement when the item returned is not in a saleable/satisfactory condition, circumstances out of our control or the customer has ignored requirements on titles (e.g. Needs region 2/4 compatible equipment).
You will need to contact us by phone or Email to obtain a return authorization.
This does not effect your rights under laws relating to the and Consumer Protection (Distance Selling) Regulations
If you have any other problems or concerns ALWAYS contact us, as we are not MONSTERS. We will always consider any reasonable request.
Disclaimer of Warranties & Liability:
All materials on UP1USA.COM, and any of its affiliated sites and/or subdomains, are provided "as is" and without warranties of any kind, express or implied, unless such warranties are legally incapable of exclusion. Neither UP Distribution LLC, nor any person associated with the creation, production, delivery or maintenance of its sites, are liable for any damages that may result from your use of these sites. (This includes direct, incidental, consequential, indirect or punitive damages and attorneys' fees resulting from your access to and use of the sites, including but not limited to challenges or actions for infringement, libel and slander.) UP Distribution LLC does not warrant or make any representations regarding the use or the results of the use of the materials on the site in terms of their correctness, accuracy, reliability or otherwise. You expressly agree that use of UP1USA.COM and its associated sites and subdomains is at your sole risk.
Copyright & Trademarks:
The contents of all material available on this Internet site – including, but not limited to, text, graphics, logos, icons, images, audio and/or video clips, digital downloads, data compilations, the compilation of materials on this site and software -- are copyrighted by UP Distribution LLC, unless otherwise indicated. These materials may not be reproduced, copied, distributed, displayed, published, transmitted, adapted, edited or downloaded in any way without the express written permission of UP Distribution LLC and/or United Publications & distribution Ltd.
Copyright is not claimed on any trademarks, characters, images, likenesses or designs created, owned, or reserved by third-party illustrators, cartoonists, designers, producers, vendors or companies which have been either used in their original form or which have been customized or enhanced for use on this Internet Site.
Permission and licensing has been obtained for the use and display the images, likenesses, and characters portrayed in the videos, cells, t-shirts and other merchandise contained within this site, or can be considered fair use under US copyright law.
All other rights are reserved by UP Distribution LLC. Copyright infringement is a violation of federal law subject to criminal and civil penalties.