Frequently asked questions

Use our Contact Us form on the site(Novelhorizons.com)(http://Novelhorizons.com) for Figure inquiries (required checkbox: confirm you've read FAQ). For small merch/non-figure questions, email merchsupport@novelhorizons.com.(mailto:merchsupport@novelhorizons.com) Please avoid emailing support@novelhorizons.com (mailto:support@novelhorizons.com)directly—it's no longer monitored and is used as a container for the "Contact Us". Customer Support will get back to you in approximately 7 days. Note(03/04/2026): Due to a soft overhaul/reset of our support systems, reply times have been extended temporarily to 7 days instead of the usual 3 days.

For Figures: Due to the nature of how our Figure drops are structured, we only make the necessary amount of units needed to fulfil all orders made during the preorder period. After this, there may be some units left over which would go up for sale immediately on official release of the figure on "Horizonsmerch.com"(http://Horizonsmerch.com) and/or either our Summer Sale or End of Year Super Sale. For Small merchandise: In many cases, once these items go out of stock, they will remain out of stock unless they are part of an "evergreen" collection. Or upon special request from the talent themselves. If an item is specified to have a set manufacturing quantity, there is a high chance only that many will ever exist and such, restock or excess units showing up is highly unlikely.

We ship worldwide from Texas, USA. International buyers are responsible for any customs fees, duties, or taxes imposed by your country. 03/04/2026 update: Due to escalating trade strains, we are currently holding all <Figure> international orders until further notice. This is mainly due to the immense fees/duties currently being charged to customers. If you are an international customer and would like your item released regardless, please contact Customer Support. This hold does not affect Small merchandise.

Pre-order items are not in stock yet. They are made-to-order, imported, or produced after the preorder window closes. Shipping typically happens 12-15 months after the preorder period ends (check the product page for more specific estimated shipping quarters). For more in-depth updates, refer to the "Novel News" Newsletter, which contains all information that we can share on a project. With new newsletters dropping as significant or notable information is accrued. (If no significant updates are available, a news may not be released).

Please refer to the products item page for estimated release date. Also, check our twitter @Novelhorizons for the most up-to-date information on all active projects. Be sure to also check our News Page.(https://www.novelhorizons.com/news)

Pre-orders are generally non-refundable once placed due to production commitments. Although, requests can be submitted within 30 days of ordering and before production starts. Changes in address are possible up until the item is in transit. Outside of the original 30 days, orders can be canceled for "Store Credit"(For the Horizon's Merch Store) or a Gift Card(For the Horizon's Merch Store). Gift cards are NOT useable for Klarna/pay-in-4 systems. Item modification requests will be reviewed case-by-case. To submit a request, for figures contact us through our contact-us page here or for small merchandise, please send an email to "merchsupport@novelhorizons.com"(mailto:merchsupport@novelhorizons.com). With your request, include the following information: Order Number Associated Name Requested change - If the change involves modifying information such as delivery address, email, or name or other such thing, please provide the necessary information to implement the modification. Once a request is submitted, a team member will get back to you within 7 days. Note: (03/04/2026) Due to a soft reset/reformat of our internal systems, customer support response delays have been temporarily extended to 7 days from 3 days. We apologize for the inconvenience.

We charge your card at checkout. Full payment is required at the time you place your order. Payment plans are only available through 3rd party services that may be offered on our site, but we have little to no control over. Keep in mind that payment plants through these 3rd parties cannot be paid through gift card or store credit.

Check your spam/junk folder. If nothing arrives within 10 minutes, there may be a chance that your entered email has a typo in it. In that case, contact support with the correction and they will resend a new confirmation using the updated email.

Yes—all figures and merchandise are made through direct collaborations with your favorite creators! We do not sell bootlegs or unlicensed items.

In general, our figures are made either out of ABS, Resin, and/or PVC depending on the needs of the product. This includes taking into account and special features that are being added as well as well as potential points of fragility. Historically, unless listed otherwise, our Figures are always made at 1/7 scale. For more specific details, check each items product page. Prototype photos may differ slightly from final product.