Here’s my experience asking Popmart Customer Service for an exchange for my Rainbow Dash Skullpanda! I’m based in the US. 

I got Rainbow Dash from Popnow on the first day the MLPs dropped, 2/5. They arrived on 2/14, and on 2/16 I noticed the damage on Rainbow Dash and took these photos. I did not record an unboxing video. I wrote to na.support@popmart.com that day, and they wrote back the same day offering a $4 coupon. Based on advice here, I wrote them a short email asking for an exchange instead, since I chased Rainbow Dash specifically, and a coupon doesn’t help me get that doll.

The next day, they wrote me back asking for my address for a return label, and warned me that I would need to track the return myself and alert the customer service team when the return package arrived. I had a busy few weeks, but I sent Rainbow Dash out in a reused Amazon box, with her keyring and card—I didn’t have her original box or bag, so I just packed her in with some reused packing paper. She arrived via UPS on 3/3, but I forgot to check the tracking myself (I should have set a notif!) On 3/5, I sent the tracking number to the same Popmart thread as before. On 3/6, they replied, verified that the package was received and was in fact a rainbow dash, and sent the tracking information for a new one! 

The tracking says to allow for 10-15 to receive, so I can update in case I don’t get a fresh Rainbow Dash, but my experience with the customer service team was actually very chill and low-effort. The pics in the post were the only evidence they needed, and I legit don’t think they checked for the damage on their end, just verified that I wasn’t trying to scam them by exchanging a different product. 

Hope this helps some people who are anxious about mailing them! 

Popmart exchange experience