Response to inquiries
It may take up to 4 working days for the reply or longer in some cases.
▶Check the business calendar here
Notes Regarding Inquiries
- Depending on the content of your inquiry, we may not be able to respond.
- Please provide photos in ".png"or ".jpg" format.
- Avoid providing too many photos as email delivery issues may occur.
- Please make sure that your mailbox allows emails from our domain "@goodsmilesupport.zendesk.com".
- We may send service survey emails to customers.
- Product ideas or proposals will not be accepted. In addition, We do not assume any obligation or responsibility regarding such proposals.
- The content of our response to customers is based on the information provided and the circumstances of each customer, and may not be applicable to all customers. Therefore, please do not translate, forward or share any part of our reply online.
Inquiries about product defects
If there is any problem with the product you received, please contact us using the inquiry form.
Please be sure to check the FAQs below before contacting us.
- Products eligible for customer support
- What to do in case of defective products
- Regarding request for unopened product exchange
Stains or scratches that occur in areas that do not affect appearance (e.g., foot sole of the scale figure, which is completely hidden when the figure is assembled) may not be eligible for support.
Inquiries about Good Smile Company Online Store
Please contact us using the inquiry form.
Be sure to provide the email address used to register your account.
How to use the inquiry form
- Click on “Submit a request” at the top right corner.
- For inquiries about product defects, select “Defects, missing parts or other product-related inquiry“
For inquiries about the Good Smile Company Online Store, select “Inquiry about pre-order, payment or shipment“ - After selecting your inquiry category, please fill in the details of your inquiry.
Handling of Personal Information
Personal information provided will be used only to the extent necessary for interaction with customers. If you provide us with your personal information, we assume that you have given us permission to use your personal information in accordance with this policy.
- Provision of services;
- Development and improvement of products and services.
For more details, we recommend that you read our privacy policy here (Japanese available only).