**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 charged within 3 to 5 business days.
Made-To-Order items will be charged in about 7 business days.
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]
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.
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.
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!
Once an order is placed, the payment method cannot be changed. If a credit card payment is rejected, your order will be invalid and cancelled. If you would like to pay immediately upon order confirmation, please use PayPal or Amazon Payments at checkout.
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.
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. Once an order is ready for shipment or ships, it cannot be cancelled.
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 contact Customer Support with more details.
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.
Made-to-Order products will be shipped in 7 business days.
Pre-Orders will be shipped during the release date period of your item.
Please note that production problems may arise and may postpone your shipping. You will be notified if your shipment has ben delayed. 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
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]
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.
If you have any other concerns about address changes please contact support to update the shipping address: [email protected]
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.
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. Customer has 5 business days from the date received to report any issues with items.
Japan Post advises that there are serious delays in the handling of outbound mail due to continually rising volumes, particularly in express mail and parcels sent to China. This, coupled with the cancellation of flights between Japan and China, is causing congestion at sorting centers and other facilities. Japan Post is taking active steps to decrease backlogs as soon as possible. However, as more and more airlines cancel their flights to China, delays are expected to continue.