When does my preorder release?
You can find the estimated U.S. release month below the PRE-ORDER NOW button or in the Product Description. Please check the product description for any changes to the U.S. release month. We keep them updated as we receive new updates from our suppliers.
The estimated U.S. release month is already here, why hasn't my order shipped yet?
Our supplier receives new shipments near the end of the estimated release month to early the following month. Once your preorder shipment arrives to our supplier's warehouse, we are usually scheduled to pick up 2-3 days after. Although we do our best to ship out orders the same day we pick them up, please allow up to 5 working days for your order to ship. You will receive a shipment confirmation with the tracking info via email once your order has shipped. Please wait up to 24 hours for the tracking info to generate and remember to check your spam folder.
The estimated U.S. release month already passed. Where is my order?
We proactively reach out to our suppliers towards the end of the estimated release month to get updates on if the preorder item is still on its way or if it has been delayed. Please note that we need to give our supplier ample time to update us. However, we follow up every 3-4 days until we receive the updates we need to inform our customers. If we have not received any new updates by the 7th of the following month, the product listing's release month will be updated to TBD and unfortunately, your order will be delayed.
We will update our product listing and notify you via email as soon as we receive the new estimated U.S. release month from our suppliers.
I placed a preorder but the product listing shows out of stock even though it hasn't released yet. Will I still receive my preorder item?
Yes, of course! It just means that we sold out our preorder stock and we have no more left to sell.
Can I cancel my preorder?
The short answer, no.
But let us provide you 3 quick reasons why we have a strict no refund policy.
1) Our manufacturer's have a strict no cancellation policy that we must adhere to. As a small business we have to be careful our inventory is not overstocked. Sorry, we aren't Amazon.
2) All our payment processors (Stripe, PayPal, etc) keeps the transaction fee (2.9%+$0.30) that they charged us on the original payment. So, even if we refund you the full amount, we don't get back the fee we paid on the transaction.
3) Right before you complete your order during checkout, if you checkmark the box, it means you agreed to our preorder policy of no refunds.
Do you at least offer a refund if the manufacturer cancels the preorder?
Yes, of course! If a manufacturer cancels the preorder item for any reasons (i.e. production issues, licensing issues, etc.), we will issue you a full refund immediately. It would be extremely dishonest on our part if we actually kept your money.
*Our payment processors require we issue refunds within 180 days of the sale. If the sale is outside of this refund window period, we will issue you your refund in store credit.
Do you ship preorders with different release dates as soon as they are released or do you hold them until all the items are released?
We ship preorder items as soon as they are released. So yes, you can place preorder items with different release dates and even include in-stock items on the same order. No need to place separate preorders according to release dates with us!
Can I add new items or combine my new order with an existing order?
Unfortunately, no. Our system is not set up to accommodate this request at this time. We kindly ask that you double check all the items have been added into your cart before you complete your purchase.
The item I ordered arrived with a defect and/or missing parts, what can I do?
We're so sorry to hear about this, we can only imagine your disappointment with your order. As an Official Good Smile Company Partner Shop, we're instructed to direct our customers to reach out to Good Smile Company's support team through this link: https://partner.goodsmile.info/support/eng/inquiry/.
Here is a partial list of some of the manufacturers that require the customer to contact Good Smile Company's support team directly are as follows: Good Smile Company, Max Factory, ORANGE ROUGE, Phat!, FREEing, GOOD SMILE RACING, KADOKAWA, etc.
Please contact us at email@example.com if you do not see your item's manufacturer here.