We have compiled the most requested questions relating to MattyCollector, it will be continually updated as the need arises and information changes.
MattyCollector Phone: (877) GO-MATTY 18774662889 (for iphone/web phones)
Digital River Phone: (952) 392-2971 19523922971 (for iphone/web phones) , (942) 253-1234 19422531234 (for iphone/web phones), Once the automated message begins to speak, press 0, then when the operator comes on ask them to let you please speak with a manager.
Digital River Mailing Address: Digital River, Internet Distribution Services, c/o DCL Fulfillment Center, 4455 E. Philadelphia Street, Ontario, CA 91761
MattyCollector Email: mattycollector.cs@digitalriver.com or csvendor@digitalriver.com
Matty Facebook Page: we cannot directly link to the Matty Collector Facebook account due to vulgar language in posts/comments
MattyCollector Store
He-Man.org Facebook
UPS Tracking Site
MattyCollector General Questions
Q: My order came damaged, what is the exchange policy?
A: MattyCollector's official explanation is "Faulty figures can be exchanged by contacting customer service through Mattycollector.com." Your best bet is to call and speak to a customer service rep and see what they can do for you. Please keep in mind there is no explicit return/exchange policy in place, you could very well receive a completely different response then what is posted here.
We can only go by what we are told and what is posted on various sources like Mattys Facebook Page.
Q: How much is shipping for several figures?
A: You can easily find shipping estimates at UPS Shipping, but in general for GROUND SHIPPING (The automatic basic option) 2-3 figures it will be $8.70, 4-6 is ~$12, to Canada 3 figures is ~$12. Each figure weighs about 1lb. Next Day and 2 Day options will be much more expensive. International Shipping is based on country and varies greatly (anywhere from $12-40 per order)
Q: How do I check if my order has shipped?
A: Go to Find My Order and put in your invoice number and your MattyCollector.com password in the box provided. If you are unsure of your invoice number you can enter your email address and the last 5 digits of your Credit Card that was used at time of order:
Another trick that may work is to go UPS and put in your invoice number and see if it has shipped, the UPS Reference Number is your MattyCollector Invoice number
Q: How do I add or edit a credit card on MattyCollector?
A: The easiest way is to to login to Your Account and enter your new credit card or make other changes using the CC information screen.
Another method is to go to http://mattycollector.com :
To edit a credit card go to http://mattycollector.com :Click on "Store"
In the lower left hand corner click on "Order History"
Login to your account
Click on "Back to main help page"
Click on "My Payment Information"
Type in a Name for your Credit Card
Add Credit Card Number and select the expiration date
Select Submit, if you want it saved as the default then once added click on "Save as default"
Click on "Store"
In the lower left hand corner click on "Order History"
Login to your account
Click on "Back to main help page" at the bottom of the page
Click on "My Payment Information"
On the right hand side you will see "Saved Payment Options"
Find the credit card you want to edit and click Edit
Here you will be able to change the Credit Card Number and select the expiration date
Select Submit, if you want it saved as the default then once edited click on "Save as default"
Q: How do I add an address?
A: A: The easiest way is to to login to Your Account and enter your new address or make other changes using the address information screen.
Another method is to go to http://mattycollector.com :
To edit an address go to http://mattycollector.com :Click on "Store"
In the lower left hand corner click on "Order History"
Login to your account
Click on "Back to main help page"
Click on "My Address Information"
Type in a Nick Name for your Address
Add address information in the boxes provided
Select Submit, if you want it saved as the default then once added click on "Save as default"
Q: How do I change my address for an already placed order?Click on "Store"
In the lower left hand corner click on "Order History"
Login to your account
Click on "Back to main help page"
Click on "My Address Information"
On the right hand side you will see "Saved Addresses"
Find the address you want to edit and click Edit
Change the information in the boxes provided
Select Submit, if you want it saved as the default then once added click on "Save as default"
A: We could provide that info but thus far it hasn't worked very well, Digital River has suggested themselves that people call them with any changes to already existing orders. However if you want to add a new address you can follow the steps above.
Q: I got a Payment Authorization Failed message, what does that mean?
A: Mattel is attempting to authorize your account, if you are getting the "Payment Authorization Failed" message, chances are you do not have the amount for the total. Some credit card companies/processors have had trouble with Digital River in the past and occasionally flag their charges, if you know you have money and the credit card is failing it might be a good idea to give your credit card a call and see if there is a hold or block for Digital River and ask them to release it so you can purchase.
There is also another culprit, Firefox users have reported receiving this error and instead have opted for using Apple's Safari or Microsoft's Internet Explorer browsers with success.
Q: My credit card was charged but now the charge has disappeared, what is going on?
A: When you make a purchase at MattyCollector the amount is authorized, the authorization is simply to check and see if you have enough money. It will disappear 1-4 business days before the actual charge appears on your account.
Q: Can MattyCollector ship to PO Boxes?
A: UPS currently does not ship to PO Boxes, if for some reason you are able to place your order and use a PO Box then call 1-800-PICK-UPS (742-5877) when you receive your tracking number to arrange a hold on the shipment so you can pick it up, then call MattyCollector to change your shipping address to one they accept.
Q: What is the release list for 2010 figures?
Q: Am I able to buy Subscription figures if I don't have a subscription?January
Adora 2010 Subscription figure
Battle Armour He-Man Bonus figure
Beast Man Re-issue figure
February
Trap Jaw 2010 Subscription figure
Battle Cat Bonus figure
Man At Arms Re-issue figure
March
Moss Man 2010 Subscription figure
Stratos Re-issue figure
April
Evil Lyn 2010 Subscription figure
Wun-Dar 2010 Subscription figure (NOT AVAILABLE FOR SINGLE SALE)
Hordak Re-issue figure
Weapons Pack
May
Optikk 2010 Subscription figure
Tytus Bonus figure
A: Yes, the only exception is Wun-Dar as he was a bonus item only if you ordered a 2010 subscription
Q: What time and date do the figures go on sale?
A: MOTUC figures unless otherwise noted go on sale the 15th of every month at 12:00p EST. You can find your time here . EST is GMT-4 from March 15th through October 15th, and GMT-5 from November 15th through February 15th.
Q: What lines are included in the MOTUC Universe?
A: Original Masters of the Universe, Princess of Power, and New Adventures of He-Man are all planned to have MOTUC figures. MYP He-Man is currently not in the rotation as a normal planned group. Examples of MYP figures would be the Convention Exclusive King Greyskull and Bonus Figure Zodak which is inspired by the MYP Zodak character.
Q: What is the difference between "Currently Unavailable" and "Coming Soon"?
A: Currently Unavailable means that the figure is no longer available for purchase but may receive a re-release. Coming Soon means the figure will be available for purchase on the date listed with the corresponding figure. In the past MattyCollector has also used the following designations "No Longer Available", "Gone for Good" and "Sold Out". It should not be expected that every figure will receive a re-release and certain ones like King Greyskull will be re-released on a new card and not its original electronic box.
Q: How will I know if I have the first edition of a figure?
A: Re-issues are usually marked, for example the re-issue of He-Man and Skeletor have "The Original" logo stamped on the box.
Q: I was charged sales tax and I should not have been, what should I do?
A: Depending on the order, sales tax may be calculated and charged. Any sales tax charged will be indicated once your billing and/or shipping address have been entered during checkout. If you live outside the United States, custom and tariff fees may apply according to your country's import laws. These fees are not collected by this company, and this company does not have control of these fees. If you were incorrectly charged sales tax or VAT for international users please contact MattyCollector immediately to discuss the situation.
Q: In the past he-man.org has been able to help with contacting upper management at Digital River and Mattel, can you post that info?
A: This information is private and provided on a need to know basis, occasionally we will assist users who have no other recourse to get assistance but it will be via pm and there is no guarantee it will lead to a resoultion.
Specific Org Concerns
Q: Is there any place that has complied the bios into a narrative?
A: Org member Uki has taken on that task, you can read it here
Q: Where can I find all the bios that have been released?
A: Org member PaTrIcKfOgArTy has taken on that task, you can read them here
Q: How fast has every figure to date sold out
A: The sell out thread is located here, also included in that thread is org member JafariStew's more detailed website for MOTUC Sell Out details
Q: I have a question I would like to ask about MOTUC, where can I do that?
A: We provide a WTFWTK (What the Fans What to Know) thread, it will be stickied at the top of the Masters of the Universe Classics Forum (2008 - ?) and those select questions will be sent to Mattel, the answers will be posted as well in another stickied WTFWTK Answers Thread.
Subscription Questions
Most subscription questions be discussed here:
Q: I need to change my credit card info, address, shipping option, how can I do so?
A: For customer updates related to subscriptions, the instructions above on changing your address and credit card are supposed to work, but thus far rarely does for various reasons. We highly recommend if you need to change your shipping address or credit card for your subscription order, please contact customer service directly at (877) GO-MATTY. You can email Digital River at mattycollector.cs@digitalriver.com or csvendor@digitalriver.com as well.
For changing your credit card info and address in general see the instructions above.
Q: I am confused as to how the subscription plan works, every month it changes, how does it work?
A: This is a constantly changing situation with Digital River. The following steps are how it "should" be working:
What has been happening is people are being forced to use the credit card they purchased the subscription with and having the toys shipped to that original address. This is not how it should work and you should call or email Digital River and discuss subscription changes with them directly.1. Subscription is purchased
2. The 1st month your figure ships under that invoice and the order is marked as complete
3. The next month the new figure is given a new invoice and the subscription is "renewed" using the default address & credit card
4. The cycle repeats every month until the subscription is over
Q: What is the benefit of having a subscription vs buying on normally?
A: The obvious benefit is that you will not have to be present at the time the figure goes on sale, with some figures selling out in 40min the subscription provides for a more laid back purchase. In addition for 2010 you will receive a Map of Eternia and a exclusive Wun-Dar action figure, these items will NOT be available for puchase elsewhere and will not be re-issued. As far as shipping is concerned, the subscription figures should ship earlier than standard orders. Problems with distribution hampered the 2009 subscription, so please keep this in mind if you have a 2010 subscription.
Q: My subscription status is Order Held and/or I received a notice saying my subscription was not renewed, what gives?
A: Order Held is never good, it usually means there is an issue with your order. And overall there is no good answer to this question; Digital River has a history of cancelling subscriptions or not renewing them based on the smallest faults. We recommend if this has happened to you to contact your credit card company first and make sure they have no blocks against Digital River, and verify you have funds available. Then contact Digital River by phone and discuss the matter with them. This is one instance we recommend calling vs email as a way of contact.
If there are any questions or something on the site was not clear please post about it, its is likely that you are not the only one confused and if we can find an answer and post it here that will only help others.
Reply With Quote
Originally Posted by TheFallen
Behold the gaseous stench of Skeletor's breakfast burrito! 
