Customer Support Page

FREQUENTLY ASKED QUESTIONS

Can I still get replacement pieces if you no longer ship to my country?

Yes, absolutely! If you need a replacement for a broken or defective part, please email me (see the email address above) with a photo of the issue. I’ll arrange for you to make payment directly through PayPal and will ship the replacement to you as a gift. In some cases, I may use USPS for shipping.

You will only be charged the shipping fee. I want to continue supporting all of my customers, no matter where they are.

 

How Does Your Warranty System Work?

Our warranty process is straightforward:

1. Report the Issue
   Email us a photo of the broken or defective part.
2. Replacement Process
   • Once verified, we will provide you with a code that identifies the specific part and figure.
   • Use this code to place a new order for the part or figure. This ensures we send the correct item to the right location.
3. Shipping Fees
   While the replacement part is free, you will be responsible for shipping costs.

Warranty Coverage Details

• Figures Purchased Between June 1, 2017, and December 8, 2023:
  • 1/6 scale (large) figures: Lifetime warranty.
  • 1/12 scale (small) figures: 12-month warranty.
• Figures Purchased After December 8, 2023:
  • Warranty is no longer included by default.
  • Briefly customers could purchase warranty coverage at the time of purchase but this is no longer available. Figures come with a 30 day guarantee.

 

What If I Don’t Have a Warranty?

No warranty? No problem!

If the issue is due to a defect in the product, contact us anyway. In most cases, we’ll still send you a free replacement—just cover the shipping cost.

Can I Pay in Installments?

Unfortunately, installment payments are no longer available.

We offered installment options through ShopPay and Affirm (the purple pay button at checkout) from May 2021 to March 30, 2024. However, we discontinued this feature as it required invasive verification processes, which we believe negatively impacted sales.

What's the Difference Between Rider & Ranger?

Our Rider and Ranger figures differ in several key aspects:

Articulation

• Ranger Figures: Fully articulated hands with three points of articulation per finger, allowing for detailed and dynamic poses.
• Rider Figures: Come with block-shaped hands by default. Articulated hands are available separately; as of September 2024, these are to scale but offer two points of articulation per finger, totaling five fewer points than Ranger hands.

Size and Handling

• Ranger Figures: Approximately 12 inches tall, making them heavier and more durable. They generally offer smoother operation.
• Rider Figures: Stand around 6 inches tall, resulting in a lighter and more compact form but are more fragile. They may also be stiffer in certain areas.

Magnet Placement

• Ranger Figures: Equipped with three magnets on each foot, enhancing stability and posing options.
• Rider Figures: Feature a single magnet located at the toe. This design allows for tip-toe stances, though achieving such poses may require patience.

 

What is the Difference Between XX, XY, and Classic?

Appearance

• XX: Slightly shorter with a narrower back (smaller shoulder width), breast volume, and a softer facial shape.
• XY: Features a more masculine torso, wider back, and a chiseled face.
• Classic: Includes a torso with a logo as a tribute to the original 2012 design, a flat head with a magnet on top (another nod to the past), when com pleting the head volume is proportionately the tallest of the three.

Functionality

• Range of Motion: All three models have the same range of motion.
• Flat Head on Classic: Makes headstands easier to perform.

Riders vs. Rangers Specifics

• Riders (as of April 4, 2024):
  • XX and XY Riders: Feature a simple hole in the back for mounting chroma green stands.
  • Classic Rider: Retains the 1/4 metal screw adapter for compatibility with larger metal clip stands.
• Rangers: All use the same 1/4 metal screw adapter.

 

Do You Ship Outside the U.S.?

Yes, we do! International orders are shipped using DAP (Delivery/Duty at Place). This means:

• When your package arrives in your country, customs may contact you to pay import taxes, duties, VAT, or other fees to retrieve your package.
• Be sure to include your phone number during checkout to avoid delays or the package being returned to us.

What About Orders to the EU & UK?

• Orders to the UK must exceed 135 gbp in value when placed on our website.
• For smaller orders, you can shop via our Etsy store: armaturenine.etsy.com.
• As of March 10th 2025 we've been allowed to resume shipments to all 27 EU nation-states.  Orders below $160 we collect VAT for you. Above that value we ship DAP which means you'll pay all duties upon receipt.

Can I Get Replacement Parts or Add-Ons?

Yes! You can find individual replacement pieces for each figure here:

• Replacement 1/12 pieces (Small): Here
• Replacement 1/6 pieces (Large): Here

Please note that as of December 10th 2023 all pieces have been made available and may take 1-2 weeks to ship. Note: heads will return soon once the product page is updated to reflect latest changes/additions to head shapes.

Using Our Products in Commercial Photography and Video

You’re welcome to feature our products in your commercial projects—no licensing fee required! Whether you use them as references or feature them as-is, they’re designed to be tools for creative people like you.

Details to Keep in Mind

• Credit: While a credit would be appreciated, it’s not necessary.
• No Permission Needed: You can use the products freely in your projects without seeking prior approval.
• Restrictions:
  • You cannot create physical or digital replicas of the figures or their parts—this is central to how we operate.
  • Design appropriation (taking the design and claiming it as your own) is also prohibited.

For questions or clarifications, feel free to contact us at store@armaturenine.com.

How Long Will It Take to Get My Order?

As of September 2024, I aim to ship orders within 1-2 weeks of placement.

Exceptions:

• Highly complex orders
• Customized figures
• Figures purchased with additional pieces from the parts page

These exceptions may take a bit longer to process. Feel free to reach out if you need the order expedited.

Are You Ever Going to Manufacture Them Through More Conventional Means?

Yes, I’m working toward transitioning to using molds as funds allow. This is a long-term goal and may take several years due to the significant costs involved. This business got off the ground from the grass roots without any major funding. So the process has been slow going.

What This Means for Current Figures

• For now, these figures remain limited edition, as they are continually evolving and iterating with each production.
• The figure you receive is likely to be one of only a few dozen in existence, making it unique.

Future Plans

• Once molds are created for all pieces, designs will become fixed, allowing for more consistent manufacturing.

I’m making steady progress toward this goal, and I appreciate your support in this journey!

Do You Offer Discounts for Bulk Orders?

Yes, we do! If you or your institution plans to purchase ten or more of a kind, you can receive a discount ranging from 10% to 30%.

For full details, please refer to the blog post: Read here.

Will the Figure Get Loose Over Time?

Figures from earlier iterations (2023 and prior) may experience looseness in some joints. This issue has been significantly improved in the 2024 version.

Fix for Loose Joints

1. Apply a thin layer of liquid super glue to the affected joints.
2. Let the glue dry completely.
3. Reassemble the figure.

This process should restore the joints to a like-new condition or even make them tighter. If you need additional tips, feel free to reach out!