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This form is for support requests related to the GOODSMILE ONLINE SHOP itself.

Customer support for actual products (missing parts, paint issues, etc.) should be sent here.

Product requests and rerelease requests should be sent here.

Recently, the Goodsmile Online Shop has been experiencing increased customer support demand. We are trying our best to address everyone's inquiries as soon as possible, but at present there is an estimated two week response time. We'd like to offer our apologies for this situation as well as the inconveniences caused.

Many inquiries are in regard the the shipment of an order to a region experiencing suspension of Japan Post EMS or SAL services at this time, due to circumstances caused by the coronavirus pandemic. You can see a detailed listing of all areas and the services effected via the link below.

*SAL service has been suspended worldwide.

The Goodsmile Online Shop is working towards a solution to ship your orders, and will contact you with the details before your order is shipped via an alternative carrier. To customers currently waiting for a FedEx shipment, the current estimated completion date is early April.

We understand that our delayed response time may cause concern, but we ask that you please refrain from sending multiple inquiries, as this may cause even greater wait times. Your request will be serviced, so please stand by.

The Goodsmile Online Shop would like to extend our most sincere apologies for this situation as well as the inconvenience caused. We hope for your patience and understanding.
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Customer Support Hours: Weekdays 10:00 - 18:00 JST
Closed on weekends, Japanese national holidays, and other days as announced.