Help Center

FAQs

  • Updates regarding schedules, policy changes, talent and/or other important information may be made as a FB post (facebook.com/highspots). Please make sure to check there for updates. All permanent changes will be listed below.
  • PLEASE NOTE THAT DUE TO COVID-19, WE DO NOT HAVE THE STAFF TO HANDLE PHONE CALLS. FOR ASSISTANCE. WE ASK THAT YOU MESSAGE OUR FACEBOOK OR SALES@HIGHSPOTS.COM & SOMEONE WILL ASSIST YOU DURING NORMAL BUSINESS HOURS (MONDAY- FRIDAY 9AM-5PM EST)
  • Facebook messages will not be answered during ANY of our live shows or outside normal business hours.
  • Unfortunately our office is not open to the public. Walk-ins are NOT accepted at any time.

ORDERING

  • You must have a FREE highspotsauctions.com account to participate in any of the live shows and/or to place any orders  
  • Orders run on a fiscal week (Sunday to Saturday) and as such will not begin shipping until after the following Sunday unless you message us to request "SHIP NOW" and you pay for expedited shipping. This does not apply to items signed during "Sign It Live" and "Virtual Gimmick Table".
  • You can only add additional items to a draft/invoice within the same fiscal week (Sunday to Saturday). All order adds must be in by 9pm EST on Saturday of the same fiscal week. Any adds after this will not be honored.
  • All  open draft invoices from the previous fiscal week must by paid by Thursday at 12pm EST of the current fiscal week. Any draft orders that are not paid are subject to cancellation. So for example if you claim an item on VGT on a Thursday night you have until the following Thursday at 12pm EST to pay. Another example if you claim an item on Owner's Kitchen Table on Saturday you would have until Thursday at 12pm EST to pay.
  • Partially paid orders will also be applicable for the same pay by Thursday at 12pm EST of the current fiscal week. If you have not paid your invoice in that time, only the items paid on your invoice would ship. 
  • Invoices may go to your spam, social or junk folders if sales@highspots or HIGHSPOTS is not saved as a trusted sender. 
  • If you remove items from an order and it takes you under the $100 free shipping threshold, you will be responsible for any shipping needing to be paid.

 

  • Items can only be added to invoices IF:
                - They are from shows during the same fiscal week
                - Are items found on highspotsauctions.com
                - Do not contain mail ins

 

  • Orders for free shipping (over $100 for the domestic US) cannot include:

 

               - Items from highspots.com
               - Mail-in orders
               - Items from a different fiscal week

 

  • If you wish to combine orders, to get the $100 FREE DOMESTIC US SHIPPING, you must message us to do so. This will not be done automatically.
  • For personalizations on applicable items/orders you are limited to the posted character limit (which includes spaces, to/from & any other/number letters). Personalizations must be in good taste, if not a talent can choose not to honor the request. These requests do not allow for a sharpie or paint pen color choice. The questions/notes section is NOT for additional personalizations and any requests such as those will not honored.
  • Change requests to personalizations sent to our Facebook messenger or via sales@highspots.com are NOT guaranteed. Please double check when you order to ensure you have your personalization exactly how you would like it within the character limits.
  • Personalization requests are not guaranteed but we will make every effort to honor these requests (if available & within the character limits).
  • Items that have been personalized are NOT ALLOWED FOR REFUNDS.
  • Ask Question - Make Statement  requests are not guaranteed. These questions may get passed over due to time limits, talent request not to answer and/or staff choosing to move past this request. No refunds will be given for questions/statements not answered or addressed.
  • To cancel an order you must message our Facebook requesting this
  • All order questions or concerns, please contact our facebook page. Your questions will be answered during normal business hours of Monday- Friday 9am- 5pm EST.
  • Any messages regarding order issues/questions related to highspotsauctions.com sent to employee's personal facebook pages will not be answered.

 

PAYMENTS

  • For highspotsauctions.com orders we accept Visa, Mastercard, American Express, Discover, Google Pay, Apple Pay & ELO.
  • We also accept debit cards as long as they are backed by a major credit card.
  • We do NOT accept cash, money orders or personal checks for orders placed on highspotsauctions.com.
  • For Paypal transactions we do not accept "Pay in 4" or any type of installment plans. All transactions must be paid in full.
  •  If you are seeing more than one "pending" charge, 99.9% of the time this is caused by your credit card being declined. Using the wrong billing address, selecting the wrong card company or entering one of the digits wrong can cause this. When your charge is declined our credit card processor attempts to take the funds, but ultimately they are not received by us. The funds end up “on hold” with the processor and will be sent back to you. It may take  1-3 business days for the funds to be put back on your card. 
  • Your billing address MUST be the exact address that your credit card statement gets mailed to each month. If you need it shipped to another address, simply enter that in the shipping address area.
  • All charges will show as Highspots on your card/online statements.
  • If you live in North Carolina, you will be charged sales tax.

DOMESTIC US SHIPPING

  • Shipping is designated by size, weight and the final destination of the product being shipped. For free shipping and/or no shipping service chosen, we will choose the applicable service unless you message us. If you want a different and/or expedited service, you must contact us and you will be responsible for all charges. Free shipping is not eligible for any upgraded/expedited shipping service.
  • If you have orders during the same fiscal week you wish to combine to get FREE shipping for orders totaling $100 or more, you MUST message us with the orders numbers requesting this. We do not automatically combine your orders for free shipping. This can only be done PRIOR to your order(s) shipping.
  • Due to the amount of orders received and limited number of staff we DO NOT GUARANTEE when your order will ship out UNLESS you request and pay for EXPEDITED SHIPPING (this only applies to non Sign It Live, Virtual Gimmick Table or other live show orders). Orders will still not BEGIN to ship until the fiscal week has ended. 
  • Items ordered for SIL, VGT or any other live FB show are NOT applicable for expedited shipping and will ship when they are able. This includes mail in items.
  • All shipping updates can be accessed using the tracking number you receive to your email on file. Please check your tracking before contacting Highspots as our employees only have access to the same information you do.
  • We are not responsible for any lost, stolen, or damaged packages. It is up to you to track your package and ensure you are there to receive it. For any lost, stolen or damaged packages please contact the applicable shipping service to make a claim.

 

UK SHIPPING

  •  Due to the current and ongoing pandemic, there are still delays facing international shipping.   
  • For UK orders you can choose:
  • Ship direct- for this method you would be responsible for any/all customs or VAT charges. Shipping this route is usually a bit faster
  • Ship to UK store- for this method you are NOT responsible for customs or VAT charges. Shipping will be slower than ship direct.
  • For SHIP to UK STORE only- orders are packaged for shipment in 2-4 weeks. So if you order on Monday 2/1, your order would not ship until the week of 2/15 at the earliest. Once the UK store ships your order, your order record will be updated and a tracking number will be sent to your email address associated with your account.
  • If you have orders during the same fiscal week you wish to combine to get reduced shipping charges, you MUST message us with the orders numbers requesting this. We do not automatically combine your orders for you. This can only be done PRIOR to your order(s) shipping.
  • Occasionally we ship multiple fiscal weeks to our UK store to ensure our customers receive faster delivery. If multiple fiscal weeks are shipped to you in one package you are not entitled to shipping refunds as we still pay for those items to be shipped and cover any/all VAT charges to you.
  •  All shipping updates can be accessed using the tracking number you receive to your email on file. Please check your tracking before contacting Highspots as our employees only have access to the same information you do.
  • We are not responsible for any lost, stolen, or damaged packages. It is up to you to track your package and ensure you are there to receive it. For any lost, stolen or damaged packages please contact the applicable shipping service to make a claim. 
 

CANADA SHIPPING

  • Due to the current and ongoing pandemic, there are still delays facing international shipping.   
  • For Canada orders you can choose:
  • Ship direct- for this method you would be responsible for any/all customs or VAT charges. Shipping this route is usually a bit faster
  • Ship to Canada store- for this method you are NOT responsible for customs or VAT charges. Shipping will be slower than ship direct.
  • For SHIP to CANADA STORE only- orders are packaged for shipment in 2-4 weeks. So if you order on Monday 2/1, your order would not ship until the week of 2/15 at the earliest.  Once the Canada store ships your order, your order record will be updated and a tracking number will be sent to your email address associated with your account.
  • If you have orders during the same fiscal week you wish to combine to get reduced shipping charges, you MUST message us with the orders numbers requesting this. We do not automatically combine your orders for you. This can only be done PRIOR to your order(s) shipping.
  • All shipping updates can be accessed using the tracking number you receive to your email on file. Please check your tracking before contacting Highspots as our employees only have access to the same information you do.
  • We are not responsible for any lost, stolen, or damaged packages. It is up to you to track your package and ensure you are there to receive it. For any lost, stolen or damaged packages please contact the applicable shipping service to make a claim.  

 

OTHER INTERNATIONAL SHIPPING

 

  • For other international shipping we will ship direct to you across the globe. Shipping charges are determined based on the size, weight and destination for the product to be shipped out.
  • You are responsible for any/all customs/VAT charges.
  • All shipping updates can be accessed using the tracking number you receive to your email on file. Please check your tracking before contacting Highspots as our employees only have access to the same information you do.
  • We are not responsible for any lost, stolen, or damaged packages. It is up to you to track your package and ensure you are there to receive it. For any lost, stolen or damaged packages please contact the applicable shipping service to make a claim.  


MAIL-INS


  • For information on how to ship, deadlines and being charged for your mail in please visit the MAIL IN tab on the front page of highspotsauctions.com.
  • All mail ins must have a completed mail in form. Items sent in without filling out this form WILL NOT be signed.
  • You must fill out your mail in form PRIOR to sending in your item.
  • Mail in order form must be completed fully and paid for 2 days prior to the mail in deadline. We will not accept orders for mail ins after that cut off.
  • Please either include a copy of your completed mail in form or your order number & name inside your package when sending in your mail in.
  • If you are having a 3rd party ship the item to us for a mail in you must still complete & pay for the mail in. You must also email us at sales@highspots.com with your order number, the name on the package arriving as well as the tracking number. Items received without an indication for who they are for/what order number they belong to will NOT BE SIGNED.
  • Highspots is NOT RESPONSIBLE for items with no identification not being signed.
  • Mail in orders cannot be combined with any other orders and are NOT applicable for free shipping.
  • Mail in orders are NOT APPLICABLE for SHIP to UK or CANADA stores.
  • Mail ins received after their deadlines will still be responsible for return shipping.
  • If you want a certain paint pen or sharpie color you must send that in with your order. Otherwise these requests are not guaranteed.
  • We do not update you when we receive mail in items due the volume coming in. If you are curious if we have received yours, you can check your own tracking number or message us on Facebook to verify.
  • If the flat return shipping rate you pay when you place your mail in order is NOT ENOUGH to cover the return shipping charges you will be invoiced for the remaining balance.
  • You may send in a pre-paid return shipping label if you do not wish to use highspots shipping for the return.
  • Due to limited space in our office we CANNOT hold items for future signings.
  • **TALENT MAIL INS CANNOT BE ON THE SAME ORDER UNLESS THEY ARE DURING THE SAME WEEK (SUNDAY TO SATURDAY). IF MAIL INS ARE ON MULTIPLE WEEKS, YOU MUST PLACE NEW ORDERS FOR EACH.**
  • As mail in items are handled before, during and after their signing we cannot guarantee the condition they are returned in. As such you agree to send in mail ins at your OWN RISK and therefore Highspots is not responsible for any & all damage that can occur to your item before, during and after the signing you send your item in for. We will not accept offer any refunds for this issue.
  • Due to the amount of orders received and limited number of staff we DO NOT GUARANTEE when your order will ship out UNLESS you request and pay for EXPEDITED SHIPPING (this only applies to non Sign It Live, Virtual Gimmick Table or other live show orders). Orders will still not BEGIN to ship until the fiscal week has ended. 
  • Items ordered for SIL, VGT or any other live FB show are NOT applicable for expedited shipping and will ship when they are able. This also applies to mail in items.
  • We do not accept any weapons or glass items for mail ins. This includes bats, kendo sticks and chairs but is not limited to just those items listed.

 

    FACEBOOK LIVE SHOWS

    • For all shows on our Facebook page (Sign It Live, Virtual Gimmick Table, One of One, Box a Mania, Owner's Kitchen Table etc) you MUST have a FREE highspotsauctions.com account to participate.
    • If you are invoiced DURING the show for an AUCTION item you MUST pay before the show ends. If you are invoiced for an AUCTION item post show, you have 24 hours to pay. Failure to do so can result in a ban from participating in shows and/or your account being disabled.
    • Comments must be appropriate and tasteful or they may be deleted and/or your account could  be banned for repeated infractions.
    • Hard card items MUST be paid by no later than the next fiscal week Thursday at 12pm EST. Failure to pay will result in you no longer being able to "win" these items or participate in auction item bidding.
    • For Hard Card items you are LIMITED TO 1 to be fair to all other bidders unless we do not sell out, this is regardless of the quantity you list on your SOLD bid in the comment section.
    • If you do not put SOLD/ the ITEM NAME/ PRICE you will not be considered a winner even on HARD CARD ITEMS.
    • If you delete your comments off the Facebook feed, there is no way for our system to pick it up and you will not be considered a winner.
    • You must follow the rules of the show to qualify for any winning items. If you were "called out" as a winner but did not follow the rules you will not have won.
    • The highspots master list for shows is used to settle all disputes due to lag and not following the rules; mob rule no longer applies.
    • If you miss a Thursday VGT and want to claim any items, you must message the FB page by 12pm EST the NEXT DAY (Friday). Any requests after this time WILL NOT be honored. If VGT falls on a day other than Thursday you will still need to message by the NEXT DAY.
    • We DO NOT answer our messenger during any live show. 
    • We do not accept changes to orders made during any live shows with the exception of Box-a-Mania.
    • For Box-a-Mania you have 1 hr from when the show ends to complete your trade and message the Facebook page. After that, they will not be honored. Additionally all trades or swaps must be organized amongst the parties wanting to trade/swap; we do offer that option.
    • We do not offer exchanges or refunds for Box a Mania orders outside of the 1 hour trade window.

     

    ITEMS

    • For all figures and funkos unless explicitly noted, they are NOT MINT. All figures & funkos will have shelf wear & tear from moderate handling. We will not accept returns/exchanges for this shelf wear and tear.
    • For all signed promos, posters, funkos, figures, turnbuckles, etc please note that due to the amount of items we have signed, the type of paint pen/sharpie used and the way talent has signed there may be a slight difference in signature strength, slight smudging or different placement of where the signature is located vs the COA photos. We will not accept returns for this type of issue.
    • Pictures on the website are used as a sample image and not necessarily the exact item you will receive. Please note due to the age of some photos/printing process they may be grainy, slightly pixelated and/or not as sharp as shown on your screen. We will not accept refunds for issues related to "photo quality".
    • All items are packaged with care when they leave our facility, as they are further handled by the shipping service any damage occurring shipping (crushed boxes, dented products, etc) will need to be addressed with the shipping company and a claim filled through them.
    • If you have questions about a particular item, please message us.

     

    RETURNS/EXCHANGES

     

    • Within 30 days of the product’s shipping date, you may return or exchange your item(EXCLUDING custom/personalized autographed items, mail ins, auction items, virtual meet & greets, sale items, gift cards ,DVDs or any other media item). Please note however that all returns may be subject to a 50% restocking fee. -Outside of 30 days, you can only return your order with pre-approval from a Highspots employee.
    • For any DVDs, we do not accept returns, exchanges or refunds. If a DVD arrives damaged and will not play we will replace the disc at no extra charge.
    • We do not accept returns or exchanges on Box a Mania orders.
    • Highspots reserves the right to charge a 50% restocking fee for goods that arrive in any condition other than new or at our discretion.
    • To return/exchange any items you must first email us at sales@highspots.com. You will need your order number and the reason for the return. You will need to wait for our reply and further instructions. 
    • Returns sent to us without prior approval will be sent back "return to sender" and not accepted.
    • If you return an item, you are responsible for shipping costs back to Highspots unless we have made a mistake or a product is defective. In order for a product to be considered defective, it must be inspected by Highspots. Willful and/or deliberate damage to a product can be determined quite easily.
    • If you return items that qualified for free shipping and your return takes you under that free shipping threshold amount, your refund will be less the shipping charges.
    • While we back our products sold 100% we do want to make you feel comfortable.  If you choose to get one of our autographed items certified by a third party we offer a 30-day money back guarantee policy in the event that any of our autographed items do not pass certification.  You must return the original item with the denial letter from only a qualified third party such as: Beckett Authentication Services, Professional Sports Authenticator PSA/DNA, James Spence Authentication JSA.  If you need to return an item please notify us by email first at sales@highspots.com
    • Once we receive the approved return and process the refund, please allow 2-5 business days for your refund to process to your method of payment.

     

     

    Highspots reserves the right to cancel and refund your order for any reason including abusive behavior. We also reserve the right to disable your account, ban you from our Facebook page and/or disallow you from shopping with us.