If your order contains pre-ordered merchandise, the estimate shipping time will be 4 months after the end of the sales period and delivered from Japan. Please remember to check the details from the merchandise description.
If it's a non-preordered merchandise, delivery will take around 3-5 working days when shipped from Japan.

Delivery for each purchase order is separate, thus we're unable to combine orders after packaging has been confirmed.

Once the package has been sent out, remember to check the tracking code within the notification email.

Please contact the delivery provider listed on the Delivery Notice.
- If the package exceeds storage period of the delivery provider, the package will be returned to the sender.
- Returned Orders may be subjected to cancellation and only the product price will be refunded

If the package has been returned to us, we will contact the buyer and confirm if you'd like to have it resent.
The package will be resent once payment and delivery address have been confirmed.
- Please confirm with us whether your delivery address is correct.
- Should you need to change your delivery address, please be sure to inform us.
- Should you wish to cancel your order, we will only refund the product price.

Please refer to this page for details.

Please contact customer service to update your shipping address. Do note we can only change shipping address for orders that have not been shipped out. If the package has already been shipped out, we recommend you reach out to the delivery logistics company.

We do not accept returns of products or services sold on this site unless the product is defective. In the event that a product is defective, please contact us at global-cs@ufotable.zendesk.com.
For products or services with special conditions of sale or offer, the conditions will be indicated on the purchase page of each product.

If your order contains a pre-ordered merchandise during the pre-order sales period, cancellation is permitted. If your order contains non-preordered merchandise, cancellation is permitted before it has been shipped out.

If the product you received is damaged or defected in any shape or form, or the content of your package does not match with the original purchase of your order. Please contact us within 7 days of receiving your package.
After confirming the state of your product, if there is indeed any defects, product exchange or refund services can be provided. Please share photos to the customer service email of your merchandise as well as the official name of the product you originally ordered. Should the product be a limited edition and no exchange can be provided, we will proceed in issuing a refund instead.

The type of credit card payment will depend on your credit cards closing date and the details of your contract. Please contact your credit card company for details.

Once your purchase order has been created, the payment option cannot be changed. In addition, please note that you cannot change the payment method when using credit cards (including, prepaid cards and debit cards). We apologize for the inconvenience.

Depending on the period of the year, customer service response times may vary and our service is not on duty during weekends and national holidays. Any related queries will be answered during weekdays. We apologize for the inconvenience and thank you for your understanding.

There are several factors for the cause of unresponsiveness, please refer to the following:
- Incorrect email address was entered when making your order
- The email you're using is currently unable to receive any mail
- Our emails have been categorized as spam or junk mail

Customers will not receive any replies should they respond to notification or order confirmed type emails. To contact us, please remember to use the customer service email.

Please contact us via email:
info@ufotable.com

For merchandised related queries, please refer to the URL below and contact Aniplex:
https://www.aniplex.co.jp/eng/contact.html

Please contact from this URL:
https://www.aniplex.co.jp/eng/contact.html