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FAQ

When does my preorder release?

You can find the estimated U.S. Release Month in the product description. Please check the product description for any changes to the U.S. Release Month because we keep it up to date with the latest information provided to us by our suppliers.

 

The estimated U.S. release month is already here, why hasn't my order shipped yet?

Our supplier receives shipments near the end of the estimated release month to early the following month. For example, if your preorder item has a U.S. Release Month of July, it is estimated to arrive at our supplier's warehouse at the end of July to the beginning of August. 

Preorder items are in transit to our suppliers warehouse when we are invoiced. It takes around 2-4 weeks for our suppliers to prepare our preorder shipments due to them working with limited operations to comply with state mandates. Once we pick up, we will carefully pack and ship out your order ASAP. You will receive an email notification with a tracking number after your order ships. 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.

Let us provide you with three 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.

Stripe Refund Policy

PayPal Refund Policy

3) By check marking the box at checkout, you are agreeing 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 reason (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 hello@connexetoyshop.com if you do not see your item's manufacturer here.