FAQ

Placing Orders

Can I order items that are not listed on your website, but are listed on Animate Japan's website?

Sorry, we do not accept special orders for items not listed on the Animate North America website. However, if there is a large amount of interest in a particular item, we may decide to add it to our website.

Do you ship outside the United States?

Currently, we only ship to addresses within the United States and Canada. We are looking to expand to other countries in the future.

How long will my order take to ship?

Once your order has been shipped, it is expected to take from 1-7 business days (weekdays excluding holidays), depending on your location and the shipping method you choose.

We currently offer only FedEx for shipping. FedEx Express Saver takes 1-3 business days, while FedEx Ground and FedEx Home Delivery take 1-7 business days.

Do you ship to P.O. Boxes?

We currently offer only FedEx for shipping. FedEx does not deliver to P.O. Boxes. If you try to have your order shipped to a P.O. Box, your order may be delayed or require additional charges.

How do preorders work?

Some of the items listed on our website have not yet gone on sale (preorder). We accept orders for these items, but we will not be able to ship your order until the items arrive here.

When you checkout on our website, you will normally be prompted for payment if all of your items are in stock and ready to ship. If all of your items are preorder, then you will be asked for payment later. (see next question)

If some of your items are in stock, your order may automatically be split into multiple orders.

Your in-stock items will be treated as a normal order, and you will be prompted for payment at checkout.
Your preorder items will be treated as separate orders, grouped by expected availability.

How can I pay for my order?

We accept PayPal and most major credit cards for payment. When you place your order, if all of the items are in stock and are ready to ship, then you will be prompted for payment at that time.

For backorder and/or preorder items, you will be notified by e-mail when the items arrive at our store, providing you with a link to pay for your order. We will ship your order after we receive your payment. You may also pay for your order by going to the "My Account" page on our website. (see next question)

How can I check the status of my order, or pay for a past order?

You can check the status of any of your orders by logging in to our website and clicking on "My Account." There you can see a list of all of your orders, as well as make payments for any orders that are ready to ship.

Is sales tax included in your prices?

Sales tax is applicable only on orders to California addresses. If you are outside of California, then sales tax will not be added to your order.

Product Information

What is the Region Coding on your DVDs and Blu-ray Discs?

Most of the DVDs we sell are Region 2, which includes Japan, most of Europe, and several other countries. Some of the DVDs are Region 1, which includes the United States and Canada. Please pay attention to the region listed on each DVD's product page.

Our Blu-ray discs are Region free.

General Questions

What are your business hours?

Although you can place orders through our website at any time, customer support is only available from 10am to 4pm PST, Monday through Friday (excluding holidays). Orders are shipped only during these business hours.

What should I do if I am moving?

If you have any unshipped orders, please notify us before your order is shipped so that we can deliver it to the correct address.

Returning Merchandise

RETURN POLICY:

All of the products that we sell are new. If the product that you purchased is a defective item, please contact us within 14 days of delivery at: support@en.animate-onlineshop.jp

Please make sure to send us a picture of the damaged parts. 

Box damages are excluded. 
We maker sure if the boxes are undamaged before shipping. 

We will promptly exchange the product for another of the same product or a refund, if we do not have the same product.

We do not accept returns except for defective items.

Product Availability

In Stock

This item is currently in stock and will usually ship immediately. Depending on the shipping method, you should have this in your hands within a matter of days.

Note: If you place an order for this item along with other items which are not currently in stock, the order will not ship until all items are in stock, or you request that the order be partially shipped.

Backorder

Sorry, there will be no backorders.
First-come first-served! 

Preorder

This item has yet to be released for sale by the manufacturer. If you order this item, it will be shipped as it becomes available and your credit card will not be charged until it actually ships.

Estimated release dates for preorder items are located on their product page.