Skip to Contents Skip to Navigation Menu

Usage Guide

 
Language: English | 中文 | Français | Español
 FAQ English | 中文 | Français | Español

Purchase Conditions

 

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

 

Areas where shipping is available:

American Samoa, Argentina, Australia, Austria, Bahamas, Bahrain, Bangladesh, Belarus, Belgium, Brazil, Brunei, Bulgaria, Cambodia, Canada, Chile, Colombia, Costa Rica, Croatia, Cuba, Cyprus, Czech Republic, Denmark, Ecuador, Egypt, El Salvador, Estonia, Finland, France, Germany, Greece, Greenland, Guatemala, Hong Kong, Hungary, Iceland, India, Indonesia, Ireland, Israel, Italy, Jordan, Korea, Kuwait, Latvia, Luxembourg, Macau, Macedonia, Malaysia, Malta, Mexico, Monaco, Morocco, Netherlands, New Caledonia, New Zealand, Norway, Peru, Philippines, Poland, Portugal, Puerto Rico, Qatar, Russian Federation, Saudi Arabia, Singapore, Slovakia, Slovenia, South Africa, Spain, Sweden, Switzerland, Taiwan, Thailand, Turkey, Ukraine, United Arab Emirates, United Kingdom (Great Britain), United States of America, and Vietnam
 
  • The buyer must purchase with a credit card or PayPal account.

 

Credit cards that may be used:

American Express, Visa, MasterCard, JCB

* Credit card payment is not available for customers residing in Indonesia, Vietnam, Mexico, Columbia, and Peru.  We apologize for any inconvenience.

 

  • The buyer must provide an address written with the English alphabet.

 

If your address is provided in any other format we will be unable to ship your order.  Please use only English letters with no diacritic marks.

 


How to Order

 

  •  Product Information Page

 

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

 

  •  Your Shopping Cart

 

In your Shopping Cart you can confirm the products you are ordering along with their prices. If you wish to change the number of a specific product in your Shopping Cart, simply update the ‘Quantity’ field and click the ‘Update’ button. If you're ready to proceed to checkout, click the ‘Checkout’ button to complete your order. If you wish to continue browsing products, click the ‘Continue Shopping’ button.

 

  • Checkout Page

 

[Important!] Please input only roman characters with no diacritic marks (the English alphabet) into the checkout form.

 

Log in or Create an Account

Please click the ‘Register and Checkout’ button to sign up for an account. You will create an account and place your order at the same time. If you already have an account, simply login with your username and password.
* Please note that you must register an account in order to purchase from our site.

 

1. Shipping Address Section

Please input the address to which you'd like your order sent. Either select an address from your Address Book, or input a new address. If you enger a new address and wish to save it to your address book, please check the box next to  ‘Save Shipping Address.’ Once you're finished, click ‘Next.’

 

2. Shipping Method

International Shipping is billed at 2000JPY per order. For International Shipping, customers may not select their preferred courier. Orders of 1 unit of a standard sized Nendoroid or figma product being sent to an applicaple region will also have the option of SAL shipment for 1500JPY. Select your preffered shipment method, and then click ‘Next’ to continue.

3. Payment & Billing

We accept payment via credit card and PayPal.
* Credit card payment is not avaialbe for customers residing in Indonesia, Vietnam, Mexico, Columbia, and Peru.

[Credit Card]
We accept the following four types:

  • American Express
  • Visa
  • MasterCard
  • JCB

Please select the card type, input the name on the card, the card number, expiration date, and security code.



The security code is last 3 digits of the 7 digit number printed on the back of your credit card in the signature panel.  (For American Express cards, the security code is the 4 digit number located at the upper right of the credit card number on the front of the card.)

*If you have any questions regarding your card's security code, please contact your credit card company directly.

If you would like to save this as your preferred payment method, select the box next to `Save credit card in account.'
If your billing address differs from your shipping address, please check the box next to 'Enter a different billing address.' and provide your correct billing address.

 [Paypal Express Checkout]
Please select Paypal Express Checkout and click  ‘Continue’, after which you will be redirected to Paypal site.
After logging in to your PayPal account, please confirm your order details and click ‘Continue’
If an error occurs while at the PayPal site, your order has not been accepted.  Please try other payment method.

 

4. Final Review

Please confirm that all the details of your order, including the product, quantities, and shipping address, are correct. 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 ONLINE SHOP] 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 your spam folder and filter settings if you don't receive an order confirmation email after placing your order. You can resend your order confirmation email via 'My Account' at any time.

 


Shipping Information

 

Shimpent times will vary depending on which item(s) you ordered. Check the product information page for the item to see the estimated shipment date. A flat rate of 2000JPY is charged per order for International Shipping. Please note that delivery may be delayed due to unforeseen circumstances. Import taxes and all other fees incurred after shipment are the buyer’s responsibility.

The Goodsmile Online Shop is pleased to announce that we’ll be offering SAL shipment to the following areas from (Sun) Feb. 19, 2017.

・Available Countries

Argentina
Australia
Austria
Bahrain
Bangladesh
Belarus
Belgium
Brazil
Canada
Chile
Colombia
Croatia
Czech Republic
Denmark
Egypt
Estonia
Finland
France
Germany
Greece
Greenland
Hong Kong
Hungary
Iceland
India
Indonesia
Ireland
Israel
Italy
Kuwait
Latvia
Malaysia
Malta
Mexico
Monaco
Netherlands
New Zealand
Norway
Peru
Philippines
Poland
Portugal
Puerto Rico
Russian Federation
Saudi Arabia
Singapore
Slovakia
Slovenia
South Africa
Spain
Sweden
Switzerland
Thailand
Turkey
Ukraine
United Arab Emirates
United Kingdom
United States

SAL will be an available shipping option at checkout if you’re shipping to one the countries listed, and ordering 1 Nendoroid, figma, or similarly sized product.

* SAL shipment cannot be applied retroactively to past orders. Your preferred shipping method cannot be changed after your order has been finalized.

After your order has shipped, you will receive an automated confirmation email containing your tracking number.  Though in principle one parcel will be sent per order, in the event of multiple shipments all additional shipping charges will be covered by the Goodsmile Online Shop.


Currency

 

Please note that you will be charged in Japanese Yen for your purchase. The purchase price may differ depending on the current exchange rate. Should you have any questions abou the current exchange rates, please contact your credit card company or financial institution directly.



 

FAQ

 

Payment Methods

 

- What payment methods are available?
 We accept payment via both credit card and PayPal Express Checkout.


- Which credit cards can I use?
  You can use any Visa, MasterCard, American Express, or JCB card.  We do not accept debit cards or check cards, including Visa Debit Cards.


- When will my order be charged?  Why is my order in "reserved" or "not paid" status?
  Products will be charged as soon as they can be shipped.  Until then, your order will remain in reserved status.


- Why is my credit card not working?
  Please check with your credit card company directly if you experience any problems. The most common issues are due to an expired card, exceeded credit limit, or authorization denial.


- How can I change the payment method for an order?
  After your order has been placed you cannot change the payment method. However, you can update your payment information. Log in to 'My Account,' select the order, and then click the orange "Update Payment Information" button.


- 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 at the time of purchase. Please contact your credit card company or financial institution directly for more information.


Shipping & 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 their preferred courier, except when shipping via SAL.


- How much will shipping cost?

For most orders, shipping will be charged at 2000JPY per order regardless of the destination.  For orders of 1 Nendoroid, figma, or similarly sized product, 1500JPY SAL shipment will be available to certain areas. SAL will appear as a shipping option during checkout for applicable orders.

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?
  We apologize, but we don't currently offer this service.


- How can I change my shipping address?
  You can update your shipping address before payment has been processed at any time by logging in to 'My Account,' selecting to order from your 'Order History' and then updating the address.

If payment for your order has already been processed or if you're shippping to a different country, please log into 'My Account' to add the new address to your address book, then contact customer support with the following form.
  Please note that adding the address to your address book alone will not effect any open orders.

- 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) you 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 to which the items are being sent.
  
  Once your order has been shipped, you will receive an automated confirmation email containing your tracking number.


- Can multiple orders be combined?
 Multiple orders can not be combined. 

  Please also note that some products cannot be combined with others in a single order. This products will have a tag indicating this status on our top page, and a detailed description of the limitation in the product description.


- Can you ship with a different courier?
  For 2000JPY basic International Shipping, customers are unable to select their courier of choice at this time. We apologize for any inconvenience caused.


- Can you ship to XXX?
  We can ship to the following countries:

 

American Samoa
Argentina
Australia
Austria
Bahamas
Bahrain
Bangladesh
Belarus
Belgium
Brazil
Brunei
Bulgaria
Cambodia
Canada
Chile
Colombia
Costa Rica
Croatia
Cuba
Cyprus
Czech Republic
Denmark
Ecuador
Egypt
El Salvador
Estonia
Finland
France
Germany
Greece
Greenland
Guatemala
Hong Kong
Hungary
Iceland
India
Indonesia
Ireland
Israel
Italy
Jordan
Korea
Kuwait
Latvia
Luxembourg
Macau
Macedonia
Malaysia
Malta
Mexico
Monaco
Morocco
Netherlands
New Caledonia
New Zealand
Norway
Peru
Philippines
Poland
Portugal
Puerto Rico
Qatar
Russian Federation
Saudi Arabia
Singapore
Slovakia
Slovenia
South Africa
Spain
Sweden
Switzerland
Taiwan
Thailand
Turkey
Ukraine
United Arab Emirates
United Kingdom (Great Britain)
United States of America
Vietnam

 

We will NOT service any country that is not listed above. You will only be able to select those areas listed during the order process.

We ask that Chinese customers please visit our Chinese partner shop, "goodsmile官方旗舰店 (goodsmile.tmall.com)."
GOOD SMILE COMPANY商品面向中国大陆的预订和销售已全面转移至「goodsmile官方旗舰店( goodsmile.tmall.com )」。

- Regarding Overseas Shipment
Please understand that delivery may be delayed depending on the customs clearance procedures for your country.

In addition to the shipping and handling fees charged for your order, import taxes and other fees (such as customs clearance fees) may be imposed.  Please note that the Goodsmile Online Shop will list the actual retail price for all merchandise and actual fees paid for shipment (regardless of what was charged for shipment) in accordance with international law and EMS shipping protocol.
All taxes and fees incurred after shipment 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 email service such as Gmail or Yahoo! Mail.


- Why can't I read email from the Goodsmile Online Shop?
  All automated email is encoded in UTF-8. Please adjust your browser settings to read messages encoded in UTF-8 .


Other

 

- I have contacted customer support. Why have I still received no reply?
  Customer Support will be available at during the following business hours. (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 your reply may be delayed.

Also note that we will only accept support inquiries in English, Japanese, and Chinese. We are unable to offer support in other language at this time.


- Can you change the price of the goods on the invoice you send?
  We will not alter the price of merchandise on any invoice or customs documentation.


- 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 items I ordered?
  After your order has been placed you can no longer change the number of items ordered, add products, or remove products.


- How can I cancel my order?
  We apologize, but we do not accept cancellation requests under any condition.


- 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 this maximum purchase limit, your order will be subject to cancellation..


- Will this product be re-released at any point in the future?
  There are currently no plans for a re-release.


- I seem to be having trouble ordering?
  Please make sure you are using the latest verrion of Firefox or Internet Explorer. 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, we refuse all claims regarding damaged packaging.