Shipping policy
1. Address Accuracy Requirement
Please ensure your name and complete shipping address (including apartment/suite/building number, if applicable) are accurate at checkout.
Packages returned due to an incorrect or incomplete address will require an additional re-shipping fee before we can resend the order.
If you need to update any information on your order, please contact us as soon as possible and include your order number.
2. Order Processing Times
Processing time refers to the time required to prepare your order before it is handed to the carrier. It is separate from the shipping time displayed at checkout.
- In-stock items: 2-5 business days
- High-volume or holiday periods: 5-10 business days
-
Pre-order items: process only after arriving at our warehouse
- Full pre-order rules are available here: Pre-Order Policy (Purchase Options & Cancellation Policy).
Processing times may be delayed during restocks, holidays, or large releases.
3. Shipping Methods & Delivery Estimates
Multiple domestic and international shipping options are available at checkout.
Delivery time varies based on:
- Carrier service
- Destination
- Customs clearance (for international shipments)
- Seasonal volume and weather conditions
Delivery dates shown at checkout are estimates, not guarantees.
Once the package is handed to the carrier, delivery time is outside our control.
4. Mixed Orders (In-stock + Pre-orders)
If your order contains both in-stock and pre-order products:
- Your order will ship when all items are available
- If you want in-stock items sooner, please place a separate order
Seasonal delays (holidays, national holidays, peak events) may affect timelines.
For full pre-order rules, refer to our Pre-Order Policy (Purchase Options & Cancellation Policy).
5. Split Shipments
Split shipments may occur under the following conditions:
5.1 Split initiated by ACG Go Anime (no additional fee)
If a pre-order item is delayed due to manufacturing or supplier issues, in-stock items may be shipped separately at no cost.
5.2 Customer-requested splits (additional fee)
If you request your order be split before all items are ready, an additional shipping fee will apply.
6. Shipping Fees & Additional Costs
- Shipping fees are non-refundable under all circumstances.
- For pre-order items, final shipping cost may differ from the initial estimate if the final packaging size/weight submitted by the manufacturer changes significantly.
- In rare cases (<10% of products), additional shipping fees may be required for oversized or unusually packaged items.
7. International Shipping & Customs
For international orders:
- Customers are responsible for all duties, taxes, customs fee, or handling charges applied by their country
- By law, ACG Go Anime must declare the full value of all merchandise
- Customs delays are outside our control
If a package is:
- Refused
- Unclaimed
- Returned due to unpaid customs fees
→ Additional re-shipping fee will apply.
7.1 Customs Inspection, Seizure & Regulatory Actions
International shipments may be subject to customs inspections, regulatory review, quarantine procedures, import restrictions, or seizure by customs authorities, agricultural agencies, carriers, or other government entities.
ACG Go Anime is not responsible for delays, holds, inspections, confiscations, destruction orders, clearance denials, or other actions taken by customs authorities, border agencies, shipping carriers, or government regulators after the shipment has been transferred to the carrier.
Customers are responsible for understanding and complying with the import laws, product restrictions, customs requirements, and regulatory conditions applicable in their destination country or jurisdiction.
Refunds, cancellations, chargebacks, or compensation will not be granted for losses resulting from customs inspections, seizures, regulatory holds, import restrictions, or government enforcement actions outside of ACG Go Anime’s direct control.
8. Lost, Damaged, or Confiscated Packages
Once a package is handed to the carrier, ACG Go Anime is not liable for:
- Carrier-induced loss
- Carrier-induced damage
- Packages delayed or confiscated by customs
- Missing deliveries marked as “delivered” by the carrier
However, we will assist you in filing a carrier claim when possible.
Customers must keep:
- Outer shipping carton
- Product packaging
- All protective materials
These are required for damage evaluation and claim submissions.
Claim approvals are determined by the carrier, not by ACG Go Anime.
9. Reporting Shipping Damage
If your order arrives damaged, please contact us within 7 days of delivery.
You must provide:
- Order number
- Clear photos/videos showing
- The product
- All packaging (inner and outer)
- The shipping box
- All visible damage or defects
Failure to submit complete evidence or to retain packaging may result in denial of the claim.
If you do not contact us within 7 days, the order will be considered received in good condition.
10. Orders on Hold Due to Disputes or Chargebacks
If an order—especially pre-orders—has an open dispute, chargeback, or payment investigation, ACG Go Anime will:
- Place the order on hold, and
- Not ship the items until the case is fully resolved
If the dispute is determined to be invalid, fraudulent, or abusive:
- The order may be canceled
- Any deposit may be forfeited
- The customer may be billed for losses or fees
- The customer may lose future purchasing privileges, per our Chargeback Policy
11. Additional Shipping Disclaimers
- ACG Go Anime is not responsible for delays caused by carriers, customs, weather, or peak seasons
- Shipping estimates do not guarantee delivery dates
- Shipping fees remain non-refundable even if delivery is delayed
- Risk of loss transfers to the customer once the package is accepted by the carrier
12. Questions or Help
For shipment assistance, please check out Contact Information page for customer service.