If an item or part of your order arrives missing or broken, please contact us within 7 days from the delivery date. We have a specific process for each type of item, especially for scale figures and articulated figures. To ensure we can process your claim efficiently, please make sure your support ticket includes the following details:
- Your order reference number (9 letters)
- Photos of the damaged item, packaging, and the invoice/shipping label
- A clear, close-up photo of the defective part
Kindly note that we will not be able to proceed with the claim if any of the required documents are missing. We will review your case with the support of the supplier and, if applicable, the manufacturer. In most cases, we will provide a solution within 2 to 5 business days.
Important Information:
- Keep the item box and packaging in case an exchange is necessary.
- Please note that we cannot accept responsibility for damage limited to the outer packaging of the product.
- We will need to consult with management, so it may take us a few days to respond.
For faster assistance, you can also reach us through from Mon-Fri, 9:00 - 18:00 JST.
We appreciate your patience and understanding as we work to resolve the issue. Thank you!