Usage Guide

Language： English | 中文 | Français

FAQ : English | 中文 | Français

Purchase Conditions

• The buyer must be able to receive the product  in one of the following areas:

Areas where shipping is available:

Argentina, Australia - Western Australia, Australia - All other states, Austria, Bahamas, Bahrain, Bangladesh, Belgium, Brazil, Brunei Darussalam, Bulgaria, Cambodia, Canada (I), Chile,  Colombia, Croatia, Cuba, Cyprus, Denmark, Egypt, Estonia (Rep. of), Finland, France, Germany, Greece, Greenland, HongKong, Hungary (L), Iceland,  India, Indonesia, Ireland, Italy, Korea - South, Luxembourg, Macau, Malaysia - Peninsular Malaysia, Malaysia – Sabah, Malaysia – Sarawak, Malta, Mexico, Monaco, Morocco, Netherlands, Netherlands Antilles and Aruba - Netherlands Antilles, Netherlands Antilles and Aruba – Aruba, New Caledonia, New Zealand, New Zealand Islands Territories, Norway, Peru, Philippines, Poland, Portugal, Russia (Russian Federation), Saudi Arabia, Singapore, Slovenia (Rep. of), South Africa, Spain, Sweden, Switzerland, Taiwan, Thailand, Turkey, Ukraine, United Kingdom, United States of America – Hawaii, United States of America - New York, United States of America - All other States (X), Vietnam

• The buyer must purchase with a credit card of one of the following brands:

Credit cards that may be used:

American Express, Visa, Mastercard, JCB

• The buyer must provide an address written in English.

If the address provided is in a language other than English, there is a possibility the product will not reach its destination

How to Order

• The Product Details Page.

Select the product you wish to purchase, and click the ‘Add to Cart’ button, which will send you to the Shopping Cart page.

• The Shopping Cart Page

On the Shopping Cart Page you can confirm the products you are ordering along with their prices. If you wish to change the number of a specific product that you wish to order, simply update the ‘Qty’ area and click the ‘Update Shopping Cart’ button. If you wish to proceed to checkout, click the ‘Proceed to Checkout’ button to go to the checkout page. If you wish to continue looking at products, click the ‘Continue Shopping’ button.

• Checkout Page

• [Important!] Please only input English characters into the checkout form. If any characters other than English characters are used there is a possibility your order will not be able to reach you properly.

Registering an Account

Please click the ‘Register’ button in order to sign up for an account. Once the account is created you will be able to continue your checkout. If you already have an account, simply login with your username and password.
* Please note that you have to register in order to purchase from our site.

1. After Logging-in

Billing Information Page
Please input the address to which the billing information will be sent. If you wish for the products to be sent to the same address then select ‘Ship to this address’, however if you want the order shipped elsewhere select ‘Ship to a different address’. Once you are done, click ‘Continue’.

2. Shipping Information Page

If you selected ‘Ship to a different address’ on the Billing Information Page, then you will need to input the address you wish to ship to on this page. Either select the address from the pull-down menu, or select ‘New Address’ and input the address you wish the order to be sent to. Click ‘continue’ when complete.

3. Shipping Method Page

Shipping will be charged at 2000JPY to all available countries. Make sure you’re happy with this, and then click ‘Continue’.

4. Payment Information Page

You can pay by using Credit Card or Paypal.

[Credit card]
You can use any of the following four types:

• American Express
• Visa
• MasterCard
• JCB

Please select the card type, input the card number and expiry date, and then click ‘Continue’

 [Paypal Express Checkout]
Please select Paypal Express Checkout and click  ‘Continue’, then you will be redirected to Paypal site.
After loggin in at Paypal site, please confirm order details and click ‘Continue’. 
If you cannot complete checkout on Paypal site, order will not be accepted and please try other payment method.

5. Order Review Page

Please review that everything about your order is correct on this page. Once you are certain, click the ‘Place Order’ button. You will be sent to a screen that will confirm that your order has been received, and a mail will be sent to your registered email address with the title ‘[GOODSMILE ONLINESHOP] Confirmation of your order’.

Accessing the Store via Cellphone

The GOODSMILE ONLINE SHOP is not compatible with cellphone browsers. If you are able to view the PC website via your cellphone, and are able to use Javascript on the phone then it may work, but using a PC browser is recommended.

Using Free Mail Services

Certain free mail services such as Gmail and Hotmail may send the confirmation email to your spam box. Please check if you don’t receive it after ordering.

Shipping Information

Delivery times will depend on which item(s) you ordered. Check the product details of the item for the estimated shipment date. A shipping cost of 2000JPY will be billed for all available shipment locations. Please note that delivery may be delayed due to unforeseen circumstances. Import taxes and other fees incurred after shipping are the buyer’s responsibility.

Currency

Note that you will be charged in Japanese Yen for your purchase. The purchase price may differ depending on the current exchange rate, so please confirm the rate with your credit card company.

FAQ for Overseas Customers

 

Payment Methods

- What payment methods are available?

  You can choose payment either Credit card or PAYPAL. 

- Which credit cards can I use?

  You can use any VISA/MASTERCARD/American Express or JCB cards. VISA debit cards will not work.

- When will my card be charged?
  The charge will occur when your products become shippable. 

- My credit card is not working?

  Please check with your bank if you experience any problems. The most common problems are often due to expired cards, or exceeded credit limits.

- How can I change the payment method/card I used?

  After your order has been placed you cannot change the payment method.

- What currency will I be charged in?

  Japanese Yen.

- What is the current exchange rate from my currency to yen?

  We cannot state what the exchange rate will be when you purchase. Please confirm this with your credit card company.

Delivery

- Which carrier will my products be shipped with?

  Though packages are generally shipped via EMS, delivery may be contracted out to UPS or other couriers.

  Customers may not select the courier.

- How much will shipping cost?

  A shipping charge of 2000JPY applies per order, regardless of destination.

In principle, for every order there will be one package shipped.  However, if the items in your order have multiple release dates, items may be shipped separately. In this case shipping fees will only be charged for the first shipment, and Goodsmile Online Shop will cover all additional shipping costs.

- Can I specify a day for delivery?

  Unfortunately not at present.

- How can I change my delivery address?

  Please contact customer support with the following form.

- When will my order reach me?
- Have my items been sent yet?

   Shipment will depend on which item you ordered. Check the product details of the item(s) your ordered for the estimated shipment date.  Please note that production problems may arise and postpone this date. The actual date of delivery will also depend on the country the items are being sent to.

- Can multiple orders be combined?

  Multiple orders can not be combined.  In principle, for every order there will be one package shipped.

However, if the items in your order have multiple release dates, items may be shipped separately. In this case shipping will only be charged for the first shipment, and Goodsmile Online Shop will cover all additional shipping costs.

Please also note that orders are separated by shop, and that orders/products from "Goodsmile Online Shop" and "Wonderful Hobby Life for You!!" cannot be combined.

- Can you ship with a different courier?

  Customers are unable to select delivery courier at this time. We apologize for any inconvenience caused.

- Can you ship to XXX?

  We can ship to the following countries:

Argentina
Australia - Western Australia
Australia - All other states
Austria
Bahamas
Bahrain
Bangladesh
Belgium
Brazil
Brunei Darussalam
Bulgaria
Cambodia
Canada (I)
Chile
Cuba
Cyprus
Denmark
Egypt
Estonia (Rep. of)
Finland
France
Germany
Greece
Greenland
HongKong
Hungary (L)
Iceland
India
Indonesia
Ireland
Italy
Korea, South
Luxembourg
Macau
Malaysia - Peninsular Malaysia
Malaysia - Sabah
Malaysia - Sarawak
Malta
Mexico
Monaco
Morocco
Netherlands
Netherlands Antilles and Aruba - Netherlands Antilles
Netherlands Antilles and Aruba - Aruba
New Caledonia
New Zealand
New Zealand Islands Territories
Norway
Peru
Philippines
Poland
Portugal
Russia (Russian Federation)
Singapore
Slovenia (Rep. of)
South Africa
Spain
Sweden
Switzerland
Taiwan
Thailand
Turkey
Ukraine
United Kingdom
United States of America - Hawaii
United States of America - New York
United States of America - All other States (X)
Vietnam

We will NOT be shipping to any country not mentioned above. They will not be selectable during the order process.

- Regarding Overseas Shipment

Please understand that delivery may be delayed depending on the customs clearance procedures for your country.
In addition to shipping and handling fees, import taxes may be imposed.  All taxes and fees incurred after shipping are the customer's responsibility. 

Custom rules and regulations differ per region. Please contact your local customs office directly for more information.

E-Mail

- Why have I not received an order confirmation mail?

  Please be sure to check your spam folder if you're using a free mailing system such as Gmail or Yahoo! Mail.

- Why is my mail completely unreadable?

  The mail is sent automatically and is encoded in UTF-8. Please make sure you are able to read messages encoded in UTF-8 .

Other

- I have contacted support. Why have I still received no reply?

  Customer Support will be available at the following times. (All times are JST).

Customer Support Hours: 10:00 ~ 18:00. Weekdays Only.

We reply to all requests in the order that we receive them, so during busy periods replies may be delayed.
Also note that we will only accept support requests in English and Japanese. It is unlikely we will reply to requests in any other languages.

- Can you change the price of the goods on the invoice you send?

  We will not be changing the price on any invoices.

- How can I change my profile information?

  You can change your profile information from the 'My Account' section of the site. If you wish to change a delivery address please contact customer support directly.

- Can I change the number of figures I ordered?

  After the order has been placed you can no longer change the number of figures ordered.

- How can I cancel my order?

  Sorry, orders cannot be cancelled.

- If you have purchased a limit
· Please take note of the maximum number of each product available per order. If you order more than the maximum, your order will be cancelled.

- Will this product be placed on resale at any point in the future?

  There are currently no plans for a resale.

- I seem to be having trouble ordering?

  Please make sure you are using either IE8 or Firefox 4. If you still experience problems, try disabling your security programs while you order.

- Regarding Damaged Packaging

  As packaging is solely designed for the purpose of protecting the product, claims regarding damaged packages will not be accepted.