Seasonal Visions International’s Parts Policy allows for replacement part(s) for damaged or defective animatronics. SVI offers complimentary part(s) if requested within 90 days of purchase. To qualify, proof of purchase must be provided, and the request must be made within this period. If a part is requested after the 90-day window, supported parts can be purchased online.
All replacements are subject to part availability.
If you receive a product that is damaged or defective, please send an email to customerservice@svius.com. The SVI Customer Support Team will review your submission and provide assistance.
For the fastest resolution, please include the following information in your support request:
- Detailed description of the issue
- Photos and/or videos demonstrating the problem
- Proof of purchase showing the date of the item’s purchase
- Current UPS shipping address
What is covered under the 90-day complimentary period:
- Factory errors
- Defective parts
- Missing parts from the package
What is not covered under the 90-day complimentary period:
- 3rd party purchases from non-authorized retailers
- Cosmetic damage and normal wear and tear (including parts that may wear out over time)
- Accidental damages caused by assembly/disassembly, weather, or transit
- Use of parts not assembled or installed in accordance with the instructions of the animatronic
- Repairs or alterations made by the customer
- Requests that are not accompanied by proof of purchase
- Discounted, marked down, or store display products
Unsupported Parts:
- Most extra-large parts (e.g., bases and torsos)
- Accessories (e.g., Skelly Lighting Kit and step-pads
- Models older than 2023
Requests Outside of the 90-Day Period:
If your request falls outside of the complimentary parts policy, parts can be purchased online, or SVI Customer Support will issue an invoice for the requested parts.
Refund/Exchange Policy:
Replacement parts are final sale and not eligible for a refund or exchange.
For a full box refund or exchange, please contact the retailer where the item was purchased. Policies and warranties established by the retailer are unrelated to SVI’s Parts Policy.
Props purchased at Party City or Menards are not supported in the US. For assistance, contact our China support team at customerservice@svichina.com.