FAQs


PURCHASE INFORMATION

  • When will I be charged for my order?

  • Why do I see multiple charges for the same amount?

  • Some of your product is not available in my country for sale. Why?

  • Will [insert figure name] be re-released?

  • How can I change the payment method for a Pre-Order?

  • 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. Once an order is ready for shipment or ships, it cannot be cancelled.

FIGURE QUALITY

  • My product packaging has been damaged.

  • My product is missing parts.

SHIPPING & RETURNS INFORMATION

  • How can I track my order? When will my shipment arrive?

  • When will the product I Pre-Ordered be shipped?

  • 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.

    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?

  • 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. Customer has 5 business days from the date received to report any issues with items.

  • DISCLAIMER

  • Pre-order products from Japan

    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.