WHEN WILL I BE CHARGED FOR MY ORDER?
**All Amazon and Paypal payments are charged immediately after an order is placed**
If paying by credit card:
Pre-Order products will be charged as soon as they are in stock.This can be up to three weeks prior to product release date.Until then, your order will remain in reserved status.
Available-Now Merchandise: Orders will be authorized at checkout, once the order is shipped payment will be captured. On average orders ship within 3 to 5 business days, depending on order volume.
Made-To-Order Clothing Items: Are charged at checkout.
Made-To-Order Miscellaneous Items: Orders will be authorized at checkout, once the order is shipped payment will be captured. On average orders ship within 7 to 9 business days, depending on order volume.
Please be advised that if we are unable to collect payment at the time the charge occurs, your order will automatically be cancelled and unfortunately, we will not be able to reinstate nor update and/or revise credit card information through our website. If you need to updated your payment information before an item ships, please contact customer service at [email protected]. (Pre-orders are the only orders that may update their payment method. Available now items and made to order items unfortunately do not qualify).
WHY DO I SEE MULTIPLE CHARGES FOR THE SAME AMOUNT?
When you place an order with GoodSmileUS.com we may contact your credit card's issuing bank to confirm that your credit card has a valid number, and has not been reported as lost or stolen. This is communicated via a full authorization for the amount of the purchase.
However, we do not actually proceed with the charge at that time. This is simply one of the security measures we use to protect our customers.
Occasionally, a bank may hold the extra authorization on a customer's card.Some banks may hold these authorizations for up to 7-10 business days. You will need to contact your bank if you wish to have this authorization removed.
SOME OF YOUR PRODUCTS IS NOT AVAILABLE IN MY COUNTRY FOR SALE. WHY?
Please note you are shopping on the Good Smile Company US Store, for all of our North American customers in the United States and Canada! If you are outside of North America and would like to order, please visit: https://goodsmileshop.com/en/
Some products are not available in certain countries due to licensing, production or customs issues. It is also possible that you may not be able to find older products as they are manufactured in limited quantities.
WILL [INSERT FIGURE NAME] BE RE-RELEASED?
Products are considered for re-release when there is enough demand for them, however, we cannot respond to all queries about which products are being considered. Either way, please feel free to let us know which products you want re-released by posting on one of our Facebook pages!
HOW CAN I CHANGE THE PAYMENT METHOD FOR A PRE-ORDER?
To update an outdated card on a pending pre order you must log into your account. Go to your order history and click the green bar under the order that will state “update payment, bill, and shipping”. Please note, the option to update the card is only available for a limited time. Any orders that require to be updated will void the free shipping and will have shipping fees applied.
CAN I PURCHASE MORE THAN THE INDIVIDUAL PURCHASE LIMIT?
Please take note of the maximum number of each product available per customer. If you order more than the maximum purchase limit, your order will be subject to cancellation without warning.
I PLACED AN ORDER, BUT I CHANGED MY MIND AND WOULD LIKE TO CANCEL MY ORDER.
Log in to your account. Go to your User Profile and select “My Order History”. Choose the Pre-order product you wish to cancel for refund. Under the “Price and Totals” section, select “Order Refund” and it will ask you for confirmation for refunding your order. Confirm by selecting Yes and your refund will be available to you typically within 3-5 business days depending on your payment method.
If you have any other questions about your refund, please contact customer service at [email protected] to request an order cancellation. You may also reach out via our texting program. Simply text the cancellation request to our customer service number 213-460-1167. Once an order is ready for shipment or ships, it cannot be cancelled.
WILL MY ACCOUNT BE SUSPENDED IF I CANCEL MY ORDERS?
No, we do not penalize accounts for cancelling orders. We understand Situations may arise that will call for an order to be cancelled.
If a Chargeback is filed, the account will be suspended. We encourage customers to contact customer service with any issues or questions you may have, prior to filing a chargeback.
MY PRODUCT PACKAGING HAS BEEN DAMAGED.
The product packaging is designed to protect the product, so unfortunately we do not offer replacements for damaged packaging unless the figure itself is damaged. Please report any and all problems with products received within 3 to 5 days of the items being received.
MY PRODUCT PACKAGING HAS BEEN DAMAGED/MY PRODUCT IS MISSING PARTS.
The product packaging is designed to protect the product, so unfortunately we do not offer replacements for damaged packaging or items. If you received a broken, missing, or defective item, you are welcome to contact the Japan team for a possible replacement piece.
The link to contact them is: https://partner.goodsmile.info/support/eng/inquiry/
Please make sure you upload the photos showing the issue.
Please note, each issue is subject to review and approval by them.
If you need a copy of your invoice please let us know.
Please report any and all problems with products received within 3 to 5 days of the items being received. If it is PAST the allowed time frame, we will not be able to assist.
HOW CAN I TRACK MY ORDER? WHEN WILL MY SHIPMENT ARRIVE?
Once your order has been shipped, you will receive an automated confirmation email containing your tracking number.
Available-Now products will be shipped in 3-5 business days, depending on order volume.
Made-to-Order products will be shipped in 7 business days, depending on order volume.
Pre-Orders will be shipped during the release date period of your item.
Please note if any production issues arise, it will postpone the shipping time frame of the item. If the release date is delayed by more then 2 months, you will be notified via email.
The actual date of delivery will also depend on the country the items are being sent to, where the items are being sent from, as well as the carrier selected at checkout.
Please report any undelivered packages within 30 days of a tracking number being assigned. Anything past 30 days we can no longer assist with.
I DID NOT RECEIVE MY PACKAGE EVEN THOUGH MY TRACKING SAYS IT WAS DELIVERED. WHAT CAN I DO?
If Economy shipping was selected as the shipping method, there is nothing we can do to assist. The customer will have to file a package search with USPS or speak to their mail carrier. If the customer selected priority shipping, we can file a lost package claim. Simply contact customer service at [email protected]
The claim outcome will determine what can be offered. Please note, if the tracking shows delivered but nothing was received, it is best to file a police report to submit with the lost package claim.
HOW MUCH DOES SHIPPING COST? WHAT SHIPPING CARRIER IS USED?
Please note: Economy shipping provides no insurance on the package. If the Package is missing/not delivered/damaged No claim can be filed with the carrier and no refund/replacement can be issued.
Shipping carrier options and costs vary between In-Stock, Made-to-Order, and Pre-Order products. A shipping option for each order type will be listed in you cart at checkout. Transit times also vary depending on the order type and carrier chosen. If you have further questions or concerns regarding shipping options, please contact customer service at [email protected] If the item/items require a bigger package or specific shipping method, we will email the customer to advise of the difference in shipping cost.
WHEN WILL THE PRODUCT I PRE-ORDERED BE SHIPPED?Please reference the 'Estimated Time of Shipment' that is specific for each product. Your order will be shipped during this time period. This information can be found below the 'Pre-Order Period' on the product page as shown here:
HOW MUCH DOES SHIPPING COST? WHAT SHIPPING CARRIER IS USED?
Shipping carrier options and costs vary between In-Stock, Made-to-Order, and Pre-Order products. A shipping option for each order type will be listed in you cart at checkout. Transit times also vary depending on the order type and carrier chosen. If you have further questions or concerns regarding shipping options, please contact customer service at [email protected]
MY ADDRESS HAS CHANGED SINCE I PLACED A PRE-ORDER AND I WOULD LIKE TO CHANGE MY ADDRESS FOR THE ORDER.
Log in to your account. Go to your User Profile and select “My Order History”. Choose the Pre-order product you wish to update the address on and click “More Info”. Below the product image click “Update Shipping Info” which will then allow you to edit an existing address or Add a New Address. Click Save and Apply then follow the rest of the queue.
Any orders that require to be updated will have shipping fees applied and free shipping will no longer be honored.
If the package has shipped we can NOT update the address while in transit. You can pay the additional shipping fees to have the package re shipped on arrival.
If you have any other concerns about address changes please contact support to update the shipping address: [email protected]
MY SHIPMENT HAS BEEN STOPPED FOR CUSTOMS CLEARANCE. CAN THIS BE PREVENTED?
Unfortunately, we do not have control over this process. Delivery may be delayed depending on the customs clearance procedures for your country. Also, please note that any import taxes and other fees (such as customs clearance fees) may be imposed by your country/region. Taxes and fees incurred after shipment are the customer's responsibility. Import and customs regulations differ per region, so please contact your local customs office directly for more information.
I RECEIVED MY ORDER AND WOULD LIKE TO RETURN IT. WHAT IS YOUR RETURN POLICY?
Please note customers have 14 days from when the item was delivered to request a return through customer service. Orders past this date cannot be returned.
Apparel items must be returned unwashed and unworn. Apparel items returned with defects or odors will be rejected.
Items Opened/damaged will NOT be accepted. Customers have 3 to 5 business days from the date received to report any issues with items. Anything after will not be accepted.
PRE-ORDER SHIPPING DELAYS
While the world is starting to slowly re-open in the wake of the pandemic, some countries are opening up slower than others. This is causing certain things to take more time to get back up to the speeds that we’re all used to. Large port inspection queues as well as shipping backlogs are still causing a slowdown in the delivery of goods. Unfortunately, these slowdowns continue to hit the collectibles industry in a big way. We are incredibly frustrated any time there is a delay, and we know that this frustration is shared with our customers. Please bear with us as we continue working with all parties involved to deliver our shipments as quickly as possible.