Thank you for your continued support of our products.
We once again deeply apologize for the significant inconvenience and concern caused to our customers by the unauthorized access to the management system of the Good Smile Company Online Store (hereinafter referred to as “the Website”).
We will gradually resume shipping orders that had been placed on hold due to the unauthorized access, as outlined below.
As the date for resuming credit card and other payment functions on the Website has not yet been determined, the information below differs depending on the shipping destination and payment method. We kindly ask that you review the following information and, where applicable, take the necessary steps based on your preferences.
1. Shipping Arrangements by Destination
■ For Orders Within Japan
・Customers who selected convenience store payment, Amazon Pay, Deferred Payment (Convenience Store/Bank ATM) – atone, or atone Pay Next Month (Convenience Store/Bank Account Transfer)
Orders will begin shipping from Friday, 13th November 2026. Scheduled shipping dates for applicable products will be announced on our Shipping Calendar as they are confirmed.
・Customers who selected credit card payment or PayPal:
If you wish, shipment can be arranged by changing your payment method to Cash on Delivery (COD). Good Smile Company will cover the COD handling fee.
＜For Customers Who Wish to Switch to Cash on Delivery (COD)＞
Please contact our Customer Support team to arrange for the change of payment method. We apologize for the inconvenience.
*COD payments can be made in cash only.
＜For Customers Who Wish to Cancel Their Orders＞
Please contact our Customer Support team. We apologize for the inconvenience.
＜For Customers Who Do Not Wish to Switch to Cash on Delivery (COD)＞
No action is required. We kindly ask that you wait for your order to be shipped. We currently anticipate that it will take approximately two months to restore payment functions. If you would like to receive your order sooner, we kindly ask that you consider Cash on Delivery. For details, please see Section 2 (Resumption of Credit Card and PayPal Payments).
■ For Orders Bound for Outside Japan (Excluding Taiwan)
Orders will be shipped after payment functions have been restored. We sincerely apologize for the inconvenience and kindly ask for your patience until your order can be shipped. For details, please see Section 2 (Resumption of Credit Card and PayPal Payments).
＜For Customers Who Wish to Cancel Their Orders＞
Please contact our Customer Support team. We apologize for the inconvenience.
■ For Orders Bound for Taiwan
We are continuing to process and ship orders as usual.
*Due to customs clearance procedures and other factors, delivery to Taiwan may take longer than the shipping schedule announced for orders within Japan. Thank you for your understanding.
2. Resumption of Credit Card and PayPal Payments
To ensure that customers can use the Website with confidence, credit card and PayPal payments will resume only after an independent third-party specialist organization has completed its investigation and the security of the system has been verified.
This investigation is currently underway. However, partly due to the high volume of investigation requests the organization is receiving, we currently anticipate that it will take approximately two months to restore payment functions on the Website. We sincerely apologize for the prolonged inconvenience this will cause our customers. We will provide more information via a further announcement once the resumption date has been confirmed.
We are also continuing our investigation into credit card information that may have been exposed. We are making every effort to provide accurate information and kindly ask for your patience in the meantime.
3. Shipping Date Confirmation Emails
“Shipping Date Confirmation” emails continue to be sent as usual. However, orders from customers who selected credit card payment or PayPal will be shipped after payment functions have been restored.
Customers who selected credit card payment or PayPal will be notified again by email once shipment of their order has been confirmed.
We ask for your understanding and patience as we make every effort to deliver all orders as promptly as possible.
4 Contact for Inquiries
If you wish to cancel your order or have any other questions, please contact our Customer Support team using the inquiry form below.
As My Page is currently unavailable, please also use the inquiry form below if you would like to check the details of your order.
Good Smile Company Customer Support
Inquiry Form
https://support.goodsmile.com/hc/en-us/requests/new?ticket_form_id=19619617647257
*As we are currently receiving a large volume of inquiries, please understand that it may take some time for us to respond. Inquiries will be responded to in order. Thank you for your patience.
We once again apologize for the significant inconvenience and disruption this has caused our customers, and sincerely ask for your understanding and cooperation.