How do I find a product?
There are a couple of ways you can find a product on the site.
First, you can use the search field at the top of every page and type in what you are looking for.
Second, you can browse through the site using our system of categories. Click on the store division you want (Collect, Audio, Gear or Style) and then look through the categories on the left hand side of the page. If you wish to see everything we have, you can first click on Brands near the top of the site, and then click on a brand name to view all the products we sell from that manufacturer.
How do I make a purchase?
After you have found the product you want, simply indicate the number you want and click on the "Add to Cart" button to add the item to your shopping cart.
After you have finished adding items to your cart you can check out by clicking on the shopping cart icon near the top of the page. You can then review your cart and edit the items if required. Once you hit submit after entering payment information the funds are removed from your account. We do not store credit card information in our system due to security reasons.
If your order contains a pre-order item, when the item comes in stock you will be sent a payable invoice. You will have 7 days to pay this invoice or your deposit will be forfeited and your order cancelled, per our pre-order policy.
What is your shipping policy?
Typically, in-stock items in our warehouse will ship same-day if the order is placed before 1pm MST, Monday - Friday, on non-holidays. Orders placed over the weekend on the next business day. We may choose to ship your product direct from the manufacturer, in which case the item may take a day or two longer to ship. We ship items as the come in stock. This means your order may be shipped in several shipments depending on what is in stock at the time. Note that we will not charge your credit card until the item is in stock and ready to ship.
In some cases we may be able to delay shipment until all your items are in stock. We can't always do this but it doesn't hurt to ask!
We ship via USPS First Class, USPS Priority, UPS and FedEx. When you check out you'll get to choose what type of shipping you want, and see real-time rates for the various options available to you. USPS is not available on more expensive items due to limited tracking ability. Be aware that shipping via First Class, while usually the cheapest option, may be slower and will not include a tracking number. International orders will generally ship via USPS International Priority, except for very expensive items which will ship via FedEx.
For pre-order items and backordered items, you can find the expected shipping date in both the item description on the site and in your "My Orders" account page. Please note this expected ship date is provided by the manufacturer and we have no control over it. We often do not know an exact date until a week or two before the product ships to us. When we receive word that the manufacturer is about to ship a pre-order item we will let you know by email, and at this time you will need to make sure the card in our system is valid. We will charge your card once the item is ready to ship to you, and if your card fails you will be notified and have 14 days to update your payment information. If we haven't received payment after 14 days your order will be cancelled, no exceptions.
Do you ship internationally?
Yes! As long as a particular manufacturer or distributor has not restricted us in terms of sales location, we will ship to every country in the world. With certain products we are only allowed to ship to the domestic US.
We use UPS Expedited, USPS Express, USPS Priority, and USPS First Class to mail your order, and all of these services include tracking/insurance. You will be emailed a tracking number and it is your responsibility as a customer to track your package(s) until they arrive. For packages to ship from the USA to your country, it normally takes 3-7 days for Express, 7-14 days for Priority, and 3-5 days with UPS Expedited. There are often delays in Customs- sometimes hours, sometimes days, sometimes weeks. We have no control and cannot be held responsible for delays in your country's Customs Department. Your package may be assessed Customs taxes/duties. If you refuse to pay the taxes assessed on your package, and the package is returned to us, you are responsible for all shipping charges, both ways. All International packages are automatically insured so you are always covered 100% in case of theft/damage/loss.
What is a Pre-Order? Why would I do that?
In the Limited Edition collectibles world, as well as with some other types of products, manufacturers often announce products well in advance of actual production. With their permission, we list these Pre-Order products on our website and allow our customers to reserve them.
Most of the items we sell can be pre-ordered without paying a deposit at the time of purchase. If the item you preorder from us requires a deposit, you will pay that immediately upon check out. This guarantees you your merchandise and us the sale. Many of the manufacturers we deal with charge non-refundable deposits when we place orders with them and we need to have an accurate assessment of what to order, based on the preorders we have from customers.
Why reserve a Pre-Order? There are a few reasons. First, Limited Edition means exactly that - only a limited amount of the product will be produced. Often times a product is COMPLETELY sold out by the time the manufacturer releases it. Reserving the item through us insures you actually get one! Second, by reserving through us you can be sure to get the lowest possible price. If you wait until the item is released, the market value of the limited-edition collectible you want could have gone up a considerable amount. Reserving now insures you pay a fair price, and no more. Finally, if you reserve a Pre-Order through us you can be assured of all manufacturer support in case of a defect. We are authorized retailers of every product we sell, which means you get all warranties provided by the manufacturer. If you wait until a product is released and are forced to go through a second-hand dealer to get the item you want, you might not get any support should something go wrong.
With all pre-orders we show an expected shipping date on the item description page. This date is provided by the manufacturer and we have no control over it. These kinds of products are not mass produced with machines, they're limited edition, museum grade products - hand assembled and hand painted 5 to 10 at a time. Considering the cost, quality control is really strict. These kinds of products are often delayed, and the dates are often pushed back. The dates are only suggestions and not guarantees.
When the pre-order item arrives in our warehouse we will send you an invoice for the remaining amount due, including shipping and tax (if applicable.) You have seven days to pay this balance. If you fail to pay the balance within that time frame your order will be cancelled, and if you paid a deposit it will be forfeited to Secret Compass. The item will no longer be reserved for you and will be sold to the next person in line on our waiting list.
What is a Special Order item?
An item can be marked "Special Order" for various reasons. These items could be very expensive, they could be one-off commissioned products, and/or they could require a large deposit from us to secure from the manufacturer. Special orders may not be cancelled at all. Please be sure you really want a Special Order item before you submit the order to us!
With very expensive items, such as high-end timepieces, we may require a bank transfer in order for you to purchase the item. In this case, rather than an "Add to Cart" button in the item description you will see a "Purchase" button. This will open up a message window. Simply enter your email and we'll get back to you as soon as we can to set up the sale.
Can I cancel my order?
We pride ourselves on the easiest cancellation policy in the industry. With most pre-orders items, you can cancel your order, anytime up until the item is in stock and ready to ship. Just contact us and let us know!
If you paid a deposit on an order, the deposit is non refundable and non transferable. You may still cancel the order, but the deposit you paid cannot be refunded. This is an industry standard in the limited edition collectibles world.
Certain items - clearly marked "Special Order" in the product description, cannot be cancelled at all. These items are usually very expensive and/or one-off, custom items. With these items we have to place an order with the manufacturer as soon as you submit your order from the site, and even if you decide you don't want it we still have to purchase it fully or place a deposit on it ourselves. Please be sure you really want it before you submit the order! Think of it like commissioning a work of art from a painter - once you commit there's no going back.
Can I return my order?
Shipping Damages / Defective Merchandise: We guarantee your satisfaction! If your item is damaged due to shipping or has a manufacturer defect, we will work directly with the manufacturer, on your behalf, to take care of the problem at no extra cost to you. You must contact us within 5 days of receipt and DO NOT ATTEMPT TO FIX THE ITEM. Doing so will void any warranty. Contact us via our contact page or by phone, and you may be required to send us photographs of the item. We will then issue an RMA number, if necessary, and send you a return shipping label at our cost. Returns lacking an RMA number will result in significant delays! Please note that much of what we sell is Limited Edition, and there may not be a replacement on hand. If we cannot replace what you have, we will pay for return shipping, and refund you your entire purchase amount including shipping/handling. If the item can be replaced and you choose to proceed with the return instead of a replacement, then you are responsible for all shipping costs. We can only refund on the original purchase price of the item.
Please note: On items that ship from outside the USA instead of our USA warehouses (including but not limited to: XM, Imaginarium, Iron Studios, etc.) , due to the high costs of shipping, we do not accept returns. We will still replace any damaged items if anything we ship you arrives damaged/defective but we do not accept returns.
Please note: Due to the high cost of shipping, we do not accept returns on 1:1 scale life sized figures. We will still replace any damaged items if anything we ship you arrives damaged/defective but we do not accept returns.
Please note, for international customers, that we cannot refund Customs fees you may have paid. You'll need to contact your own Customs agency to take care of this.
All Other Returns: You must contact us within 14 days of receipt for returns for any other reason, and they will only be accepted if the item is in original, as-new, sealed condition. You will be responsible for shipping costs back to our warehouse, but we will not charge you a restocking fee as long as the item is as-new. Shipping costs will not be refunded, and items must have all packaging and documentation as supplied by the manufacturer. Remember - if we can't resell it as new, at our discretion, we can't accept your return.
Clothing can only be exchanged, and only if the item has not been worn outside. Clothing must have all original tags still attached.
Returns will not be accepted with Special Order items.
If your order was marked FREE SHIPPING, we will refund your purchase price MINUS actual costs of shipping the product to you.
How does the Facebook comments section work?
Our site uses a user comments section powered by Facebook, and each comment thread is unique to each product we sell. You can log in via a number of sites, and you can choose to have your comment post to your Facebook timeline if you like. Please note that by commenting, you agree that you will not submit or otherwise publish on the site any material that is fraudulent, libelous, defamatory, obscene, abusive, threatening, infringing, or that invades or violates any third party's privacy or other rights. Doing so will result in deletion of your comment and may get you banned from commenting and/or from the website.
What if my display box or shipping carton arrives with damage?
Unfortunately, there is nothing we can do about this. Packaging exists to protect your item, and damaged packaging can happen from time to time when shipping products. Shipping insurance does NOT cover packaging or display boxes - only the item inside. Should you choose to return an item due to damaged packaging, we have to treat this like an ordinary return - not like a damaged item. You will need to pay for shipping to our warehouse, and we cannot refund the original shipping and handling you paid for when purchasing the item.
If you desire added protection for your product, for an added handling charge we can double-box your item for you. With larger items this may not be available. Please contact us for this service BEFORE placing your order, and note that even with this service damage could happen - we cannot guarantee the condition of your packaging.
How do I get in touch with you guys?
Simply head over to our contact page and leave a message there. If you're already a customer, we recommend you login, the go to your account and click on "contact support." That way we can be sure your messages to and from us are alway linked to your account.
What's the status of my order?
Head over to the My Orders page. If you set up an account with us when you placed your order, or you already had an account, login to see a list of your orders and the order status. Items that have shipped will show a tracking number, and Pre-Orders will show the manufacturer-supplied estimated shipping date.
If you don't have an account with us enter in your order number on the order status page to get information about it.
What's my tracking number?
When your order ships you'll receive an email containing a tracking number. You can also head over to the My Order page and login. From there you'll see a complete history of your orders with us, and tracking numbers for the orders that have shipped.
Tell me about privacy! Is this site secure?
We will never, under any circumstances, provide your information to a third party, except as required to secure Credit Card / Paypal funds and as required to ship your order to you. These third parties are required to process your order, and they are required by law to keep your personal information private and secure. Rest assured that Secret Compass does not provide customer information to anyone else for any other reason. We hate spam and junk mail as much as you do!!
Ordering on Secret Compass is safe and secure. Our shopping cart is verified secure and we maintain PCI Compliance with regards to credit card orders. This site is hosted by Netsuite, which hosts the store pages, ordering system, and order data. Encryption is implemented using industry-standard 128-bit encryption with HTTPS/SSL at the transport level.