If you have not received your pre-ordered item, it may be due to one of the following reasons.
- The scheduled shipping date has not been reached
- There is an issue with your order and the shipment is pending
- The package may have been delivered to an incorrect address
Please first check the Shipping Calendar to confirm that the shipping date has passed.
(Note those are the dates for items within Japan, and issues may cause international releases to be delayed.)
* Products not listed on the shipping calendar do not have a confirmed shipping date and therefore have not been shipped yet.
* If the release date is changed, we will announce by email and on our official website.
* Email notifications regarding your order can be viewed in My Account. (My Account > Order History > Details > Sent order notification emails [at the bottom of the page])
If your order has not been shipped even after the shipping date, or if it has been shipped but has not yet arrived, please check the following possible issues.
- Payment error occurred (for credit card or PayPal payments)
- Wrong or incomplete address
- The order status shows "shipped," but the item has not arrived
Please see below for more information on each case.
Payment error occurred
- Please check your Order History in My Account to see if a payment error has occurred.
- If a payment error has occurred, please follow the instructions and update your payment information.
- Your order will be shipped once the payment error is resolved within the designated period.
* Orders using PayPal payment will not re-process automatically. Please contact customer support team to request a manual retry of the payment.
* In case of a payment error, we will send you an email notification.
Wrong or incomplete address
- Please check your shipping address in My Account to ensure that the address is correct.
- If your shipping address is incorrect, please check this FAQ and correct your shipping address in My Account.
- After updating the shipping address, please contact customer support team to process the shipment.
* In case of any error in your address, we will send you an email notification.
* Email notifications regarding address cannot be viewed in My Account.
The order status shows "shipped," but the item has not arrived
The item may have been shipped to an incorrect address or the delivery carrier may have delivered it to an incorrect address. In this case, you may be able to receive the item by taking one of the following actions.
- Wait for the item to be returned to our company for reshipment
- Contact the delivery carrier using the shipping details and request a forwarding service.
[1] Kindly note that any reshipment fee will need to be covered by the customer.
[2] Additional charges may incur, and these charges will be the customer’s responsibility.
* Shipping address can be checked in My Account.
* Email notifications including tracking number can be viewed in My Account.
If none of the above applies, please contact the GOOD SMILE COMPANY customer support with the "order number" and "product name" provided.