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GOODSMILE ONLINE SHOP Usage Guide


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FAQ: English | 中文 | Français | Español


Thank you for visiting the GOODSMILE ONLINE SHOP! The following guide will help you complete your order from our website.

How to Order

1) Open the product page of the product you wish to order.

Select the product you wish to order, and click the “Add to Cart” button. This will add the product to your shopping cart. You can add multiple items to your cart before moving onto the next step.

2) Once you have added all the products you wish to order to your shopping cart, proceed with your order by clicking the “Shopping Cart” button.

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 change the number in the “Quantity” area and then click “Update”. Once you have confirmed your order is correct click “Checkout” to start the checkout process. If you wish to continue looking at more products, click the “Continue Shopping” button.

3) Register an account and then fill out the Checkout Page

Registering an Account

Before you can checkout an order on the GOODSMILE ONLINE SHOP, you will need to sign up for an account. Please click the “Sign in / Register” button in order to sign up for an account. Once the account is created you will be able to continue your purchase. If you already have an account, simply login with your username and password.

Checkout Page

* Please input all checkout information using the English alphabet with unaccented characters. You will be unable to input any other language or characters.

1. Shipping Address

Please input the address you wish your order to be sent to. If you have any saved addresses you can simply select during this step. Once you have confirmed the information, please click “Next”.

2. Shipping Method

Please select the shipping method you wish to wish to use. For more details regarding shipping methods and pricing, please see the “Shipping Information” section of this user guide. Once you have selected your shipping method, please click “Next”.

3. Payment & Billing

Please select your payment method as well as your billing address. If your billing address differs from the shipping address, you can input a separate address on this page. For more information regarding payment methods, please see the “Payment Methods” section of this user guide below. Once you have selected your payment method, please click “Next”.

4. Final Review

Please confirm all the details regarding your order, and then click the “Checkout”. button to complete your order.

Shipping Information

The GOODSMILE ONLINE SHOP offers two shipping methods.

1) Express International Shipping

Express International Shipping is generally shipped via EMS, but delivery may be contracted out to UPS or other couriers. We regret that you cannot specify your carrier. We offer a flat shipping fee of 2000 JPY, 18 USD, or 16 EUR per order and your items will generally arrive 2-12 days after shipment.

2) SAL (Surface Air Lifted) Shipping

SAL shipping is only available for orders of a single product that is below a certain size. It will appear as an option only for orders that can be shipped via SAL. If the option does not appear in during checkout then unfortunately your product is too large to be shipped via SAL. Additionally, SAL shipping is only available to certain countries. Please see the FAQ below for a list of countries.

Please note that once your shipping method has been selected it cannot be changed.

Additional Shipping Information
  • The shipment dates of products vary depending on which item(s) are ordered. Be sure to check the release date on each product page for the estimated shipment date.
  • Import taxes and all other fees incurred after shipment are the buyer’s responsibility.
  • After your order has been shipped, you will receive an automated confirmation email containing your tracking number.
  • Please note that delivery may be delayed due to unforeseen circumstances.

Payment Information

Orders from the GOODSMILE ONLINE SHOP can be purchased via credit card or Paypal.

Credit Card Purchases

The GOODSMILE ONLINE SHOP accepts the following credit card brands:
  • Visa
  • MasterCard
  • American Express
When entering your card information, you will need to include the card’s security code. The location of this code differs depending on your card brand. Please see the image below for more details.


* If you have any questions regarding your card's security code, please contact your credit card company.
* Credit card payment is not available for customers residing in Indonesia, Vietnam, Mexico, Columbia, and Peru.

PayPal Express Checkout

The GOODSMILE ONLINE SHOP also accepts PayPal Express Checkout as a payment option. Simply select this option during checkout and then input your payment information on the PayPal website.

Other Information

Accessing the Store via Cellphone

The GOODSMILE ONLINE SHOP is designed to be viewed on desktop and smartphone browsers, and is unfortunately not compatible with cell phone browsers. We recommend completing your orders on a desktop or smartphone with Javascript enabled.

Using Free Email Services

Certain free email services such as Gmail and Hotmail may send confirmation emails to your spam box. Please check your spam box if you do not receive an email after registering or ordering.

Currency Selection

As of July 26, 2017, you will be charged in either Japanese Yen (JPY), US Dollars (USD), or Euros (EUR) as per your selection in your account settings at the time your order was placed. Should you have any questions regarding currency exchange rates, please contact your credit card company or financial institution. Please note that the prices in different currencies are not always equivalent to current exchange rates.

Frequently Asked Questions

PAYMENT

Q) What payment methods are available?

We accept payment via both credit card and PayPal Express Checkout.

Q) Which credit cards can I use?

You can use any Visa, MasterCard, or American Express cards.

Q) When will my order be charged? Why is my order in "Reserved” status?

Your payment will be processed approximately 2-3 weeks before the product you have ordered is released. Your order will remain in “Reserved” status until the product is ready for shipment.

*Payment is accepted via credit card and PayPal Express Checkout. For the latter, you can select several different funding options.

Q) 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, authorization denial, or incorrect billing address.

Q) How can I change the payment method for an order?

After your order has been placed you cannot change the payment method between credit card and PayPal. However, you can update your payment information on an order by logging into your account, selecting the order from your "Order History," and clicking on the orange "Update Payment" button.

Q) What currency will I be charged in?

You will be charged in either Japanese Yen (JPY), United States Dollars (USD), or Euros (EUR), based on the selection in your profile at the time you placed your order. Please note that once the order is placed, you cannot change your choice of currency.

Q) What is the exchange rate to my currency?

The exchange rate will be determined by your credit card company or financial institution. We cannot provide a specific rate that you will be charged at.

SHIPPING AND DELIVERY

Q) Which carrier will my products be shipped with?

Packages are generally shipped via EMS, but please note that delivery may be contracted out to UPS or other couriers. We regret that customers may not select their preferred carrier.

Q) How much will shipping cost?

For most orders, Express International Shipping will be charged at 2000 JPY, 18 USD, or 16 EUR per order regardless of the destination.

For orders of a single Nendoroid, figma, or similarly sized product SAL will appear as a shipping option for some destinations during checkout. These orders will be charged at 1500 JPY, 13 USD, or 12 EUR.

Q) The items I want to buy have different release dates. Can I order them together?

Yes. In this case, products in your order will be divided into separate shipments of similar release dates. Shipping fees will only be charged for the first shipment, and the GOODSMILE ONLINE SHOP will cover all additional shipping costs.

Q) Can I specify a date and time for delivery?

Unfortunately, this is not possible at present.

Q) How can I change my delivery address?

You can change your address at any time, so long as your order hasn't been processed for payment. Simply log into "My Account," select the order from your "Order History," and then update your address as necessary.

If your order has been processed for payment, or you need to change the destination country, you'll be unable to update the address on your own. Please first add the new address to your Address Book, and then contact customer support with the following form. Let us know your order number and your new address.

Please note that adding or editing an address in your Address Book alone will not affect your orders.

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

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

Once your order has been shipped, you will receive an automated confirmation email containing your tracking number.

Q) Can multiple orders be combined?

No. Multiple orders can not be combined. Please be sure to order all items that you wish to purchase in a single order.

Please also note that certain products cannot be purchased together with other products. These products are labelled with “Cannot be Combined”.

Q) Can you ship with a different courier?

For Express International Shipping, customers are unable to select their preferred delivery carrier at this time. We apologize for the inconvenience.

Q) Can you change the price of products on the invoice you send? Can you ship products as a gift?

We will not alter the price of merchandise on any invoice or customs documentation. All products will be shipped as merchandise.

Q) What countries can you ship to?

Shipping is available as follows:

Shipping Type Express International Shipping Surface Air Lifted Shipping (SAL)
Countries Serviced Argentina, Australia, Austria, Azerbaijan, Bahrain, Bangladesh, Barbados, Belarus, Belgium, Bhutan, Botswana, Brazil, Brunei Darussalam, Bulgaria, Cambodia, Canada, Chile, Colombia, Costa Rica, Croatia, Cuba, Cyprus, Czech Republic, Denmark, Ecuador, Egypt, El Salvador, Estonia, Fiji, Finland, France, Gabon, Germany, Greece, Greenland, Guadeloupe, Guam, Honduras, Hong Kong, Hungary, Iceland, India, Indonesia, Ireland, Israel, Italy, Jamaica, Jordan, Korea, Kuwait, Lao People's Democratic Republic, Latvia, Luxembourg, Macao, Macedonia, Madagascar, Malaysia, Maldives, Malta, Martinique, Mauritius, Mexico, Monaco, Mongolia, Morocco, Netherlands, New Caledonia, New Zealand, Northern Mariana Islands, Norway, Oman, Panama, Papua New Guinea, Peru, Philippines, Poland, Portugal, Puerto Rico, Qatar, Reunion, Russian Federation, Rwanda, Samoa, San Marino, Saudi Arabia, Senegal, Singapore, Slovakia, Slovenia, South Africa, Spain, Sweden, Switzerland, Thailand, Togo, Trinidad and Tobago, Tunisia, Turkey, Ukraine, United Arab Emirates, United Kingdom, United States, Vietnam, Virgin Islands (U.S.) Argentina, Australia, Austria, Bangladesh, Belarus, Belgium,Bahrain, Brazil, Canada, Chile, Colombia, Croatia, Czech Republic, Denmark, Egypt, Estonia, Finland, France, Germany, Greenland, Greece, Guam, Hong Kong, Hungary, Iceland, India, Indonesia, Ireland, Israel, Italy, Kuwait, Malaysia, Malta, Mexico, Monaco, New Zealand, Netherlands, Norway, Peru, Philippines, Poland, Portugal, Puerto Rico, Republic, Russian Federation, Spain, Saudi Arabia, Singapore, Slovakia, Slovenia, South Africa, Sweden, Switzerland, Thailand, Turkey, Ukraine, United Arab Emirates, United Kingdom, United States

Please note that we cannot currently ship to countries that are not listed above.
Only the counties above will be selectable during the order process.

We ask that Chinese customers please visit our Chinese TMall shop here: goodsmile.tmall.com

Q) My shipment has been stopped for customs clearance. Can this be prevented?

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 import taxes and other fees (such as customs clearance fees) may be imposed by your customs office or carrier. 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.

EMAIL

Q) Why have I not received an order confirmation email?

Our order confirmation mails are automated, and a confirmation email will be sent after an order is successfully placed. If you have not received a confirmation email, please check your spam folder, log into your account to check your Order History, or contact customer support for further assistance.

Q) Why is my email completely unreadable?

All automated email notifications are encoded in UTF-8. Please change your browser's encoding settings if you're experiencing difficulty displaying them.

OTHER

Q) I have contacted customer support. Why have I still received no reply?

Customer support is available Monday through Friday from 10am to 6pm (Japanese Standard Time). 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 inquiries in English and Japanese.

Q) 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 your delivery address, please contact customer support directly.

Q) Can I change the number of items I ordered?

After the order has been finalized we can no longer change the number of items ordered.

Q) How can I cancel my order?

We regret that we do not accept order cancellations.

Q) 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 without warning.

Q) Will this product be rereleased at any point in the future?

We cannot state whether or not a product will be available again in the future. If you wish to request a rerelease, please do so with the following form: https://goodsmile.link/2El1NeC

Q) I seem to be having trouble ordering?

Should you be experiencing problems while ordering, we recommend upgrading your web browser to the latest version as well as disabling any blocking plugins or software you may be using. Should you still have trouble, please contact our customer support team.

Q) My package has been damaged during shipment, can I get a replacement?

The packaging is designed to protect the product. We regret that damage to the package itself does not warrant a replacement. We will refuse all claims regarding damaged packaging.

Q) How old do I need to be to make use of the GOODSMILE ONLINE SHOP?

Minors may only use the GOODSMILE ONLINE SHOP with the consent of a parent or guardian. Any purchases made by a minor will be assumed to be under adult supervision. The GOODSMILE ONLINE SHOP makes no guarantee that the content provided within our services is appropriate for minors.