Official support
Separates North American customer service from business and media enquiries.
North America: US and Canada enquiries. Use the original regional shop for other markets.All brands
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POP MART support & feedback
POP MART: blind boxes, collectible defects and regional support. Find official help and share feedback with JetonTrack.
JetonTrack is an independent communication service. This guide does not imply a partnership or official representation. Refunds, repairs and other outcomes are decided by the relevant company.
Who can help with what?
POP MART’s reviewed US policy separates quality issues from random assortment, duplicate figures and ordinary manufacturing variation. It restricts service to the purchase region. Keep the original channel and proof, especially for reseller purchases.
Official service channels
Use the official service for your country and purchase channel. Some pages require sign-in or JavaScript.
Return and service policy
US acceptance criteria for collectible, plush and other product issues.
US entry. Use the service for the original purchase market; these terms are not global.Official authenticity-check entry
Use the official check guidance rather than a reseller’s claim.
US entry. Use the service for the original purchase market; these terms are not global.Sources checked:
Common after-sales questions
Practical starting points based on official service information. Confirm the current policy in your order or local support page.
I received a duplicate or an unwanted blind-box figure. Is that a defect?
Check whether you ordered a random box or a whole set. The reviewed US policy distinguishes duplicates in non-whole-set purchases from defects; explain the exact listing and item issue before requesting service.
The figure is damaged or its identity card does not match. What evidence helps?
Keep the box, card and purchase proof. Send clear photos of the figure, card and affected area; describe breakage or the mismatch precisely so POP MART can assess the relevant product criteria.
I bought a collectible from a reseller. Where should I start?
Keep the reseller’s listing and receipt and contact that purchase channel. Use POP MART’s official authenticity guidance where relevant; an authenticity check does not itself approve a return or establish cross-region service.
How do I get the correct return instructions?
Start from the original order and ask support to confirm item eligibility, the approved address and any label. Keep the authorization and dispatch receipt; do not use an address from the outbound parcel.
Before you contact support
- Order or receipt, purchase country and original seller.
- Series, figure name, order channel and any product or authenticity code.
- Item reference, quantity and clear photos of the item, packaging and label.
- Return approval, assigned label or address and dispatch receipt, if applicable.