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FAQs/Contact

Contact

Please contact us by emailing japanherocollectibles(at)gmail.com or messaging us on our Facebook!

Orders/Items

Can you find an item for me? Yes! Please contact us or visit our special request page!

Do you do Bandai Premium Pre-orders? Yes! Please visit our pre-orders page!

I want to order something off Bandai Premium, but you don't have it listed. Please contact us at japanherocollectibles@gmail and we add that item to our pre-orders list. If the pre-order is closed we can probably still find the item for you.

Can you acquire current gashapon items/lotteries? Yes! Please email us about the ones you are interested in.

Can you bid on Yahoo Japan Auctions YJA for me? Yes! Our commission fee is 10% plus all related costs (shipping, payment fees, etc.)

Do you provide buyer protection/insurance for YJA purchases? Unfortunately, no. Please select a seller with good feedback, because there are no refunds if they fail to send your items.

Can I buy your items in bulk? We reserve the right to limit limited release items per person at our discretion (typically to 2 per person). If you would like to order more, please place a special order and we can typically order up to 24.

Shipping

Can you ship internationally? Yes! International shipping is by weight. Many countries are already in our system, but if yours is not, please email us and we will add it in. We ship internationally by USPS First Class for items under 4lbs. Items over 4lbs ship USPS Priority and we will need send you a quote. However, please note that in case of loss or damage, international shipments are not insured. We are not responsible for the (extremely unlikely!) loss or damage of international shipments.

What shipping method do you use? We ship USPS First Class/Priority depending on the weight and value of the item.

How long will my item take to ship out? Typically it will ship next business day: however during peak times it may take longer. Please check the shipping page at checkout for an up-to-date handling estimate.

What if my item arrives damaged? If your item arrives damaged (including the box), we are happy to exchange it for you! This applies to US items only. By damaged, we mean less than the stated condition grading. If the item is a new item, it must be returned unopened/sealed. Unfortunately, we cannot be responsible for damage or loss to international shipments.

Returns

We are happy to accept returns on most of our items. Please contact us within 7 business days if you would like to return an item. Return shipping is paid by the buyer unless the item was damaged or defective: otherwise, return shipping charges will be deducted from the refund. Returns on non-damaged or non-defective items ("buyer's remorse") may be subject to a restocking fee at our discretion. The item must be returned in the same condition it was received for a refund. We do not accept returns on items sold as-is, as prop or junk, or fashion items.

If an item requires a refund or adjustment for any reason, you must contact us within 7 business days of the package delivery. After 7 but less than 30 days from final delivery, any adjustments will be sent as store credit. After 30 days, requests for refunds/returns will be denied.

Cancellations

Can I cancel an order?

Please contact us within 48 hours of placing a pre-order and we are happy to cancel at no charge. After that point, we have ordered the item for you and you will forfeit the deposit.

You may cancel an in-stock item at any time before it ships: after that please check our return policy.

Can you cancel my order?

On rare occasions, we may need to cancel all or part of your order. If this happens you will receive a full refund for all items which are being cancelled. We reserve the right to cancel and fully refund your order at our discretion.