Policies & Faq

Common Questions & Answers,  Pre-Order,  Refunds & Returns,  Shipping & Prices,   Declared Value/Packaging, Rewards/Points , Combine Orders/Add Figures to an existing order , Make a payment on an existing pre-order,  FREE SHIPPING OFFER

Common Questions & Answers:

Q. Do you offer Free shipping to customers in the United States? A.YES!!  All orders of any size now qualify for FREE SHIPPING within the Continental USA!!! (Orders made on or after 01/03/2016) Free shipping only applies to the Continental 48 States (this means we do not ship to Alaska and Hawaii for free) Now depending on order size/weight, the FREE Shipping will ship either USPS Parcel Post, First Class or FedEx Smartpost and we will not allow a specific option to be requested if using the FREE SHIPPING option (if you want to have your item shipped a certain way please use one of the other shipping options) (See more details below)

Q. Do you offer Free shipping to customers outside the USA? A.YES!! We now offer FREE IMS Shipping Worldwide!! This applies to most items under 4lbs (some items are excluded). If an order weighs over 4lbs the option will not show up, if the order contains multiple items, please separate them into other orders to make sure all 4lbs and less weight items apply for Free Shipping options at checkout. The shipping option is basic IMS shipping with no tracking or insurance. If you would like to upgrade see options at checkout for IMS-P and IMS-E that may be available in your country. We can still declare lower value for your order, just note in the comments at checkout. See details below on IMS shipping. 

Q: My Parcel has arrived and looks like it was damaged what should I do? A: If any damage occurs during shipment, we will need your cooperation to make a claim with the carrier. (see notes below)

Q. I want to add items to my existing order, how do I do this? A. Combine Orders/Add Figures to an existing order

Q. I ordered 2 (or more) different figures in the same order, why hasn’t my in stock figure shipped? A. *[Mixed Pre-order/In-Stock]

Q. My order has not shipped but all items should be in stock as the release dates have passed, why has it not shipped? A. Simple answer may be that the items are late and have not released, all release are estimates only and should never be considered exact times of release. This “lateness” can be due to delayed release in Japan or a hold up in shipping from Japan to the USA. Check our blog (our Home Page shows posts) to see if we have posted about any extended delays. We try to update the listing pages when we have a more concrete updated release date, so please check there first, if there is no date and the item is still showing the pre-order deposit options it is late due to shipping issue to the US importer/Distributor from Japan and they nor we have an exact date of arrival yet. An item is not truly late if today is March 3rd and the item was to be released on Feb. 28th, be realistic, they are only estimates and in all the years of selling figures less than 50% of the items have been 100% on time.

Q. I am moving or made an error and need to change my address who do I contact? A. Please email sales@anime-island.com and include in the subject line “ADDRESS CHANGE!!!” and the new address in the email. Do not send the email without the new address as this requires multiple emails to handle a simple change.

Q. I saw an item on your website and I cannot add it to cart, is it available and how do I order it? A. If an item does not have an ADD TO CART button then it is out of stock. Even if it is a pre-order arriving 5 months down the road it can still be sold out. If it is a really popular item coming in months from now, you may add yourself to a “WAIT LIST” if we receive extras or cancellations. Simply email us sales@anime-island.com and include in the subject line “WAIT LIST” to be added for a sold out item, please include a link in the email to the figure as we have multiple figures with the same name etc, we will then email you if one comes available during the time between then and the estimated release date if we have a cancellation or extras to sell.

Q. I received an email showing my order is awaiting payment but received no payment link, how do I pay? A. We will email you twice when the item has arrived and payment is due, one email will be a status update on your order (what you may have seen already), the second will be a payment link email (what you cannot find). Please search your spam or trash folders for this second email containing the subject “Complete your pre-order”. They may come in the opposite order as they are sent within minutes of each other, but there will be two in total. Make sure to add us as a safe sender so the emails do not go to trash or spam. If after you have searched you cannot find the email, please email us with the order number that is awaiting payment.

Q. I want to pay off my figure early, how do I pay it off and how much do I owe? A. To pay it off go to the make a payment toward a pre-order section and follow the instructions there how to pay the amount you owe. To figure out how much you owe, take the full 100% price “YOUR PRICE” of the figure (Example $78.63, make sure to not use the RRP or retail price) and minus your 20% deposit amount this is the amount you deposited which DOES NOT INCLUDE SHIPPING FEES (example $15.73) and you should come up with the remaining amount of 80% (Full price - deposit = remaining balance (example 80% balance due of $78.63 is $62.90))

Q. Can you declare a lower value on the item I am ordering or label it as gift? A. Yes we can, see Declared Value/Packaging

Q. I placed and order and right after the order shows disputed or verification required, what do I do? A. This happened because a fraud flag was triggered thru the credit cards processor that we use (Authorize.net or PayPal Payflow). Most likely it is simple and needs to be confirmed by us by getting some info from the customer. If you had this occur you can simply send us an email to sales@anime-island.com and include your name, full billing address, the first & last 4 digits of your card (only the last 4) and the expiration date, this will expedite the process of clearing the flagged transaction.

Q. I see my order shipped, where is the tracking number or why has the order not shown any movement yet? A. We have emailed you the tracking number plus it may be found in your account under the order status section. As far as tracking movement this can take a day or two until the carrier picks it up or it is scanned at the USPS/FedEx processing center. Other times it may be it shipped before the weekend and will not be picked up until Monday afternoon. If more than 5 days goes by without any movement on your tracking info (either initial pickup or movement along the way) please contact us with the order number and tracking number included in the contact email. THIS EXEMPTS FIRST CLASS OUTSIDE NORTH AMERICA, as tracking for First class outside North America is not always guaranteed on the receiving country's end due to some country's postal systems not being updated to comply with US Postal Standards and Systems. See First Class International under the shipping section for more info on this topic. 


Privacy Policy:

Your privacy is very important to us. Except for cases where we comply with a lawful demand for information by law enforcement authorities, or attempt to secure relief in cases of customer fraud (such as credit card "chargebacks"), Anime Island will never disclose any personal information you provide us (such as your name, shipping address, e-mail address or telephone number), or any information related to your purchase history with us to any third parties.




We accept most major Credit Cards (see list below) (Authorize.net, First Data & PayPal Credit Card), Google Checkout, Amazon Payments, PayPal & Money Orders/Certified Checks.

*We accept the following credit cards:

PayPal Express Checkout
American Express

*To Pay with Credit Card, Amazon Payments, or PayPal choose the "Proceed to checkout" button in your cart. 

Depending on which option you choose to use for payment to Anime Island, you may or may not have your credit card show that it was from either Anime Island or EZTV Audio business names or that it was from Google/Amazon/PayPal etc. this is normal for a multi-checkout website and if there is any questions please contact us first to see if it was our charge before disputing it. Also if you chose Regular Checkout, which had the header Anime Island / EZTV & Audio expect the credit card charge to definately show up as either EZTV & Audio or Anime Island since we have more than one website and use the same processors for all of them.


**To Pay with Money Order or Certified Check :

Money Orders or Certified/Cashier's Checks. Have Money Order/Check made payable to Anime Island. If an order is made via Money Order or Certified Check, the ordered item will not be 100% confirmed until payment arrives. If 2 weeks (14 days) have passed since the order was placed and payment has not arrived to us, the order will be cancelled. Should the payment show up after that date, we will reinstate the order/pre-order if quantities are left to do so. 

Mail Checks & Money Orders to: Anime Island 941 Marcon Blvd Suite 1001 Allentown Pa. 18109

***This is for any Central and South American customers (or anyone getting an error from PayPal) having issues paying or purchasing something using PayPal to pay:

PayPal express checkout has issues with customers who have Central and South American addresses. They have their forms translated (into Spanish and Portuguese) and they put the state/zip code in a different place than US/European ones and it causes their system to state this error when payment is sent for - "The field Shipping Address State is required." Now this error only sends to us worded as such, but may show up as "Your order details are incomplete or invalid." for customers trying to checkout using PayPal. Even though you have the state/address info included. We have done our own tests and called PayPal many times but the error still continues and they do nothing to fix it. So if this error happens to you, just email us and we will double check that this is the cause (and not payment forms/funds error from PayPal), if it is the issue we can send a direct Invoice thru PayPal to the customer/You. This way it circumvents the address issue/error and payment will go thru no issue.

*Should you have a question about a payment or making a payment/balance due payment early, please see our payment toward a pre-order section (if you want to pay off an order sooner) and if that does not answer your inquiry, please email: sales@anime-island.com



Returns & Refunds:

If you contact us first, we always accept requests to return saleable-condition merchandise for any reason if made within 10 days of its delivery to you. "Saleable" condition means the item is in like-new condition with all parts and components present, that it's packed exactly as packed by the manufacturer, and there is no damage to the outer package. Opened "blister pack," "blister card" or sealed "blind box" (collection-type/gashapon/capsule toy items) merchandise which cannot be opened without cutting or tearing the package or its seal may not be returned. Please note, however, that unless the return is necessary because of a shipping error or defective merchandise, the cost of returning the product to us is your responsibility. Contact us at sales@anime-island.com for our instructions before returning any merchandise, regardless of the reason.

If a return becomes necessary due to a mistake in shipping, shipping damage or a defect in the product, we will compensate you for the shipping charges to return the item to "US" if you ship the item as directed by us. All claims for returns or refunds due to shipping damage or manufacturing defects must be made within 10 days of its delivery to you. We do not refund the cost of shipping you paid when you originally ordered the item, unless; a.) the product was damaged/defective and we cannot send you a replacement, or b.) we shipped you an item in error aka wrong item/s, size, quantity, color, etc. We reserve the right to reject claims of manufacturing defects on mechanical items (R/C cars, battery-operated toys, etc.) in cases of obvious user abuse.

If you are requesting or receiving a refund from us, please check the policy of the payment option you have chose to originally pay with as some companies will not let us directly refund your payment at all or after 30 days and may charge not only us but you a refund fee. For instance PayPal after 30 days will charge you a 3.19% fee and makes us send the refund as a payment to you, this is their policy not ours. Their reason for this is that they get charged a fee from the credit card company when they initially charged the transaction and that is now money lost and so the refund must be a new transaction for which they want to charge a new fee again. If there are any questions about refunds or fees from Amazon, Google, PayPal, or our own processor please ask us first.

*If you think a product description is not explanatory enough or does not answer a question you have about an item, simply ask us by emailing us at either sales@anime-island.com!!! We're always happy to answer any questions you have about products prior to your placing an order. Because of this, please understand that we will not pay for a return of merchandise simply because it was not what you expected.

Square Enix product issues/defective or broken figures: See here for how to handle problems with your Square Enix figure. (http://www.anime-island.com/square-enix-defects-issues/)

Ask us before you order if you have any doubts about what you're buying!


While we accept customers' cancellations of all or part of their order at any time prior to shipping, we ask that you keep cancellations to a minimum by avoiding heat-of-the-moment orders and making sure that you really want something before you click the "Add to Cart" button.  For in stock or last minute cancellations please email sales@anime-island.com with the order number being cancelled. Orders normally cannot be cancelled after shipment as they are picked up by carriers multiple times a day, so please make every attempt to contact us as early as possible before shipment. Overstocks due to customer cancellations affect our ability to offer great prices, so this is in everybody's interest!  We reserve the right to limit or close the accounts of customers who abuse the cancellation policy, or abandon shippable orders without submitting remaining payment. Cancellations of Pre-orders are addressed in the Pre-order Policy section below.




We ship from the United States, so for American customers our shipping will be much cheaper than buying our Japanese items directly from Japan. We for the most part within the continental United States we ship USPS, unless an item is too large/heavy for USPS at which time we will ship via FedEx/UPS. We do offer shipping from both USPS and FedEx. Sometimes out of choice we automatically ship via FEDEX/UPS or FedEx SmartPost (Ships out FedEx and is delivered USPS), if shipping FedEx/UPS is an issue for you or your address, state so in instructions section in the shopping cart. If we need to ship FedEx/UPS because of size of the order or item (lots of items/heavy weight/expensive price), we may notify you in advance and send you a PayPal invoice for the shipping difference (we try to estimate the item size/weight the best we can but sometimes we are off a little). Once you have paid the difference then the item will be shipped. Until that time the items will lay in wait until such payment is made to cover shipping costs. Normally most items will not have an issue going USPS first and foremost to many parts of the US/World, but we mention the possible use of FedEx/UPS in case your order/item is very large or expensive.

We ship to a large portion of the world. See the map below to see if we ship to your country (click on map for MUCH larger view). Because of carrier claims and credit card limitations we do not ship to areas in grey.

(If you have an issue checking out and your country is on the map, email us sales@anime-island.com and we will send you a PayPal invoice and manually create an order as we notice sometimes our payment processers send back checkout errors for certain countries.)


Shipping Choices:

---->To check on shipping price / costs, you can add any item to our cart, then go to the cart directly click “View or Edit Cart” and click “Estimate Shipping” , then input country, state and postal code. Then click Estimate shipping again to see the prices. You can do this with different combinations of figures. If you have 2 or more shipped the total price divided by two+ pieces is cheaper per piece. We do not have a shipping chart as we try our best to get all size/weight info up front from the company when we list it, this way you can add any item/s to cart and check it any time.

Within the Continental United States, Alaska & Hawaii:






All orders of any size now qualify for FREE SHIPPING within the Continental USA!!! (Orders made on or after 01/03/2016, *NOT including BULK orders) Free shipping only applies to the Continental 48 States (this means we do not ship to Alaska and Hawaii for free) When wanting to use the FREE Shipping option on any order within the Continental United States, know that your shipment will have NO INSURANCE, NO SIGNATURE and will be the lowest priced option we can ship to your address (no box damages will be covered under any Free shipping options see details below). This means it could go Parcel Post, First Class or FedEx Smartpost and we will not allow a specific option to be requested if using the FREE Shipping option (if you want to have your item shipped a certain way please use one of the other options below (at checkout)). This is for us to offer a free shipping option that makes our low prices even better. All Free Shipping shipments will still have full tracking no matter how they are shipped, but cannot be held, changed, stopped, forwarded or anything by the carrier. An order could be spread across multiple boxes/shipments, if this ends up being the most economical way. If you choose this option please make sure you are fine with all these differences, otherwise if you are not, then please choose another shipping option when checking out. ****For details on FREE INTERNATIONAL SHIPPING see IMS section below.



USPS Standard Post: Basic ground/boat shipping with tracking. We usually only ship this way if the address is a Military address and the item is large. Signature cannot be requested for this service.

USPS Priority: Usually the cheapest option for US customers for smaller items, arrives in 2-5 business days and has tracking and insurance. To add signature use this link.


Fedex SmartPost: A low cost option for items under 20 pounds within the USA. Takes longer than ground and is normally delivered thru the US postal service but is transferred in network by FedEx. THis service can be shipped to P.O. Boxes. Smartpost comes with no insurance, so if you item is damaged during shipment so neither you or us cannot file a claim for damages. Please note this when choosing your shipping options even though we pack boxes very well box push-ins and crushing can cause cosmetic damage to figure boxes which is not covered. You also cannot request signature with Smartpost, please use Fedex Ground or USPS Priority and add on the signature request service via this link.

Fedex/UPS Ground: Insured up to $100.00 USD (based on item value) and arrives normally with 2-7 days with tracking. To add signature use this link.

Fedex 2nd Day & Next Day/Express: This is the fastest shipping types we have, normally shows up in 1-2 days depending on option chosen. Has tracking and insured up to full value of figure no matter the price or number of figures. If this is placed on a pre-order when your item arrives it will go out shipped as 2Day or Express/Overnight how you paid.

For International customers:


USPS First Class: This is similar to SAL service from Japanese dealers, Rates have recently been raised by USPS, but this is still the cheapest option for orders going overseas. This service has no insurance coverage available and offers limited tracking while in the USA (except Canada, this now tracks all the way thru), but tracking number becomes the customs number in your home country to reference thru your local customs. Note: the tracking will show the last point in the USA, then within 2-3 days it will have already arrived in your country, but will be in the hands of your local customs department. Any delays after that are on their end and cannot be controlled by USPS or Anime Island. Normal delivery time is within 20 business days for most customers, but there have been cases where customers had to wait 60+days for an item. Once again we cannot control your local customs and any questions referencing the package should be asked of your local post office or customs department.

USPS Priority: This is equal to most Air-Mail services offered by Japanese dealers. This service is more expensive than First Class but comes with free insurance up to $50 USD, has tracking all the way thru, and arrives much quicker, for most countries within 6-10 business days. There have been exceptions where it has taken longer, but nothing like the max limits of First Class. Some countries put limits on max sizes of boxes (see image below on how to figure out the sizes) going this service and so they sometimes must be mailed Express even if the built in US Postal Service calculator quoted Priority. As an example, the max Priority Shipment "Girth plus Length" for say Australia is 79"inches, so no matter how we pack some items they cannot ship this way. If you have a question about a very large item you want to order and it's shipping cost/choice, email us first. Also see this page for each countries limits: http://pe.usps.com/text/imm/ab_toc.htm

USPS Express/EMS: This is equal to EMS shipping offered by Japanese dealers. This is by far the fastest service, with arrival times under 6 business days (some places arrive in 1-2 days), full tracking and insured up to $500.00 (goes by figure value). This service also covers the largest items we may sell that cannot be shipped any other way.


FedEx International Economy & Priority: These services are the fastest of the international shipping options. Email us if you are interested in an exact quote for one of these options as we have better prices than are reflected thru our daily FedEx estimator. You can pre-pay customs fees on the figure's cost (based on what you want to declare) and the shipping fee prior to the shipment leaving. This means it gets delivered to your door without any issues as FedEx handles all the customs brokerage and fees themselves.

FedEx Ground International: Available to Canada and Mexico. This is an inexpensive and quick service provided thru FedEx which takes about 3-6 working days to arrive on average. Please note all items in your shipment must equal or be less than $18.00USD declared value, otherwise we will have to pre-charge you the customs fees that are due. So if you need something declared at a higher value please email us first.


We now offer FREE IMS Shipping Worldwide!! This applies to most items under 4lbs (some items are excluded). If an order weighs over 4lbs the option will not show up, if the order contains multiple items, please separate them into other orders to make sure all 4lbs and less weight items apply for Free Shipping options at checkout. The shipping option is basic IMS shipping with no tracking or insurance (no box damages will be covered under any Free shipping options see details below). . If you would like to upgrade, see options at checkout for IMS-P and IMS-E that may be available in your country. Details on the IMS shipping types below, note only IMS is free not IMS-P or IMS-E, those may be upgraded to at an additional cost if available for your country. See checkout/cart for all shipping options for your country. We will not allow a specific option to be requested if using the FREE Shipping option (if you want to have your item shipped a certain way please use one of the other options (at checkout)). This service is for us to offer a free shipping option that makes our low prices even better. This is not a time sensitive service, it can easily take a month or so to arrive, if you need an item by a certain date or for a gift, please use another service.

IMS (Available for over 100 Countries) International Mail Shipping: A Slower Low Cost Custom Mail Service without tracking where the parcel is picked up from us then shipped out and delivered to the post office in your home country. At that point the local postal system passes the parcel thru customs and then delivers it to you the customer. This option has NO TRACKING outside of the USA, NO INSURANCE and is mainly for small purchases only (normally 4lbs and under). Delivery times range from 14-30 business days (on average, customs clearance or hold-ups can cause longer delivery times). This is a similar service to USPS First Class. We offer it at a super low price FREE to all customers outside the USA.

IMS-P (Available for over 100 Countries) International Mail Shipping Premium: A Faster Custom Mail Service without tracking where the parcel is picked up from us then shipped out and delivered to the post office in your home country. At that point the local postal system passes the parcel thru customs and then delivers it to you the customer. This option has NO TRACKING outside of the USA, NO INSURANCE and is mainly for small purchases only (normally 4lbs and under). Delivery times range from 10-16 business days (on average, customs clearance or hold-ups can cause longer delivery times). This is a similar service to USPS First Class. We offer it at a super low price to all customers outside the USA.

IMS-E (*Select Countries - see below) International Mail Shipping Enhanced: A Faster Custom Mail Service with TRACKING where the parcel is picked up from us then shipped out and delivered to the post office in your home country. At that point the local postal system passes the parcel thru customs and then delivers it to you the customer. This option has TRACKING outside of the USA, NO INSURANCE and is mainly for small and large purchases (normally 9lbs and under). Delivery times range from 10-16 business days (on average, customs clearance or hold-ups can cause longer delivery times). This is a similar service to USPS First Class though slightly faster and with complete tracking. We offer it at a super low price to customers outside the USA. The following Countries currently offer this service: Belgium Brazil Canada Denmark Finland France Germany Hong Kong Hungary India Ireland Italy Japan Luxembourg Malaysia Singapore Spain Sweden Switzerland United Kingdom


Q. My parcel looks like it was delivered to someone/someplace within the USA. A. The parcel has a two part journey, part 1 is to the International Hub in Newark Nj USA and then from there for part 2 it will go out to your country (it may go thru another country prior to yours, this is normal). We have emailed you TWO tracking numbers with two website links, the two different numbers are used on two different sites, please refer to the tracking info we sent you for details. DO allow 15 days after part 1 for tracking to show up on part 2's link/page.

Q. It has been 2+ weeks where is my parcel? A. Probably just leaving the USA, this service is not a super fast service. It is either FREE or cheap depending on the item and where you live. Most parcels thru IMS can take a month (or more to be delivered). This is similar to SAL from Japan in it normal takes 4-8 weeks to arrive, days posted on the checkout page are business days. 5 business days = 1 week

Q. I chose IMS FREE shipping and received a tracking number but it ends in Newark NJ, is there tracking beyond that? A. NO, you chose FREE shipping IMS (basic), so there is absolutely no tracking for customers once it leaves the USA. Please purchase IMS-E to have tracking included (if offered for your country).


*Some P.O./Post Office BOX Addresses and APO/FPO/Military Addresses may incur extra charges if the item needs to be shipped a certain way. Please let us know if there are any special instructions needed and we will requote if needed.

We will process your order for shipping if either (a) all items on your order are available, or (b) more than two months have passed since you placed the order and one or more items are available, or (c) you request shipping of available items. Backordered items will remain on your order until you cancel them yourself, or we become convinced that an item will not be available for the foreseeable future and cancel it ourselves. You will be informed in an e-mail from us if this happens. When processing any given order for shipping, we will also check any other order(s) you have placed with us, and add any shippable items from that order(s) to the shipping order.

**Generally we ship most items on the next full business day, unless an item is restocking (if something is needed especially fast ask us about it first). If an item is needed extremely fast or you forgot your best friend’s birthday and it is a few days away, do not choose normal shipping, your item will not arrive for 3-5 business days, well past your friend’s birthday, either email us or just choose a quicker shipping method. If an item is in stock and you have paid for express/2 day/overnight shipping your item will go out the exact same day you place the order, if the order was placed before 3pm EST (Eastern Standard time) otherwise it will ship the very next business day. We do ship on Saturdays and Sundays (yes logistics never stops) so even if you placed the order on a Thursday and you think we did not ship it by the weekend, you may be wrong. We generally have shipments going out at 5am Sunday mornings and this means you will get your item as if it shipped on a Friday.

***For International customers; we can declare lower values on your purchase / shipment, but we cannot ship your package as a gift unless you purchase Gift Wrap for each item in the order (currently $4.99 per item), if this is required please purchase with the items you are ordering or purchase it later on via the following link: http://www.anime-island.com/products/gift-wrap-for-post-order-purchase.html (remember to purchase Gift Wrap for each item, otherwise we will refund the gift wrap and ship the order without it). Let us know in your order comments section if there is a special declared value need when you make the purchase.

*IF you have questions about shipping, either contact us via the Contact US page or email us here: sales@anime-island.com

****Address Changes/Updates: Please email both sales@anime-island.com with your order number/s and the new address.  If you do not receive a reply within 72 hours (except on weekends) please contact us again to make sure to get a confirmation back that each order was changed and the re-emailed an updated order/invoice. For pre-orders, please email us as far in advance as possible, note address change emails within 5 days of release date may be missed prior to the shipment and the item shipped to the address listed on the order, so we suggest you make every attempt to notify us as early as possible or if making a balance payment put a note in the comments also and email.

How Anime Island will package your purchases:

Figure prep: 99% of all shipments / purchases we bubble-wrap each figure for shipment.


Then we place it in a sturdy 200# ECT Crush Test Rated box (meaning the box can withstand 40lbs max load during stacking).

We also put peanuts around the bubble-wrapped figure to absorb crush and sidewall damage.


Anime Island at all times tries to send all customers their items packaged to withstand most tosses and turns within the shipping systems that we use (FedEx, USPS & IMS). Generally everything will arrive to you in mint or near mint condition as we sent it, though time to time there may be an issue where your box gets damaged or destroyed while in transit to you. 

IMPORTANT: If you think something may be wrong with your parcel: 1. Take pictures before opening, and 2. Open it with a post office/FedEx representative or carrier present, if possible. Please note that we are unable to provide refunds/replacements for uninsured items damaged during shipment. For this reason, we highly recommend choosing a paid shipping service with insurance such as USPS Priority, USPS Express, FedEx Ground or FedEx Express for your shipping method at checkout.

If you paid For USPS Priority/Express, FedEx Ground or Express: if your order has been damaged during shipment, please make sure to have photos of the parcel, the item inside, the shipping label and forward all this info to us with your order number and tracking number so we can file a claim as soon as possible. Make sure to keep the box, label and all it’s contents until we have either resolved the claim or sent you a return label (within USA, outside USA item will have to be shipped back to us for replacement if possible).

If you chose a FREE SHIPPING option or paid for USPS First Class, Parcel Post, FedEx Smartpost, IMS (IMS-P & IMS-E): No insurance coverage is available for unregistered shipments and as such, neither Anime Island, USPS, FedEx, nor your local post office can provide any service/compensation for damage during shipment. Please keep this in mind when purchasing high value or fragile items.

*Anime Island cannot offer replacements/credit for items that arrive with box damage (including but not limited to: dented box, dinged corners, box flex, glued separation etc) if the item was shipped thru a service without insurance or a FREE shipping option. Therefor we ask customers to keep this in mind when choosing a shipping option at checkout. If the shipment arrives with damage to the box and you purchased a service with insurance (see above) then we can file a claim for any damages to your figure including it’s box and see if the carrier covers such damages, if you did not purchase a service with insurance then nothing can be done as the box is not part of the product. *As of January 2017 suppliers and manufacturers do not offer replacement items or replacement boxes for any issues with the figure’s box as they consider the box just protective packaging for the actual item and not part of the actual product itself.


IF you need any special packaging needs please contact us via EMAIL as we can handle most requests (do note there may be extra cost required). Also if a signature confirmation is needed on a shipment under $750.00 within the USA please see here: http://www.anime-island.com/products/signature-confirmation-for-delivery.html


Problem Resolution:

Anime Island /Imaganimation is committed to customer service and will promptly address any customer claims of shipping errors, figure damage (not outside box), defects, missing items, etc. if we are contacted within 15 days of delivery at sales@anime-island.com Shipments that are lost or missing while in FedEx or USPS' possession will be replaced or refunded if the designated delivery period passes without your taking delivery of your order. If a shipment is lost using IMS, Anime Island is not liable and cannot file a claim due to it being a free uninsured offering. Because we're committed to helping you, under no circumstances should you ever contact your credit card company or PayPal to dispute charges from Anime Island without contacting us first. We will solve all genuine customer service problems through refunds, re-shipments, discounts or whatever else it takes to reach a fair solution to the problem, and that's our promise! But it's your job to tell us a problem has occurred. As such, not only will we vigorously contest any credit card "chargebacks" (refusals to pay) filed by customers or complaints with PayPal, but such customers may be blacklisted from using our service, meaning we will accept no further orders from them, ever and cancel all other existing orders.



**Pre-Orders Policies/Options:

All pre-orders dates are estimates as we cannot control delays from manufacturers or delays in shipment. The date we have posted is an estimate based on the Japanese release date of the item then it's transport via cargo ship across the pacific. Normally this takes anywhere from 4-8 weeks to arrive, but can take longer than that even in certain situations. This is why our release dates do not coincide with Japanese release dates. If there are any questions on this, email us first at sales@anime-island.com  Please note that figure delays by the manufacturer are a very common occurrence and no release date should be thought of as set in stone.

*[Pay in Full Option] If all you are getting is pre-order item[s] you can choose to pay for them in full up front. Once we receive the item in stock, we will ship it out to you right away. Basically - you order, you pay, it comes and we ship. This option is available for all payment options. Certain Payment options will be listed as Sale Completed, even though item may have not even arrived in stock for us to ship. We will email you the tracking info once the item is shipped.

PLEASE NOTE: Pre-order items that are paid for in full up front are given priority should allocations occur. We do not run open ended pre-order programs (meaning take as many orders as possible and hope we get the items) like our Japanese counterparts. So we hardly ever have to do allocations and expect it to not happen often since we only list the exact amount of items we ordered for pre-ordered. Do bare in mind companies can limit dealers on select limited release items (example: Limited to 1000 pieces) at release and do not let dealers know the exact number until release. This is completely out of every dealer's hands and what each dealer gets is decided by the supplier.

PLEASE NOTE: In the rare case that allocations should occur and we would be unable to fulfill your order, we will refund your deposit plus the shipping charges in full.

*[Deposit 20% Option] If all you are getting is pre-order item[s] you can make a 20% non-refundable deposit for them and we issue you an invoice for remaining balance due when item comes in stock. To use this option you MUST choose the “Deposit 20% for Pre-order” button above the items “ADD To Cart” button. When you do this, the price on the item will lower by 80% to the pre-order deposit amount. {example: Price was $39.42, you click “Deposit 20% Tab” and now price shows $7.88, and the difference of $31.54 will be due when item becomes in stock to ship to you} ***BALANCE DUE OF 80%: We will email you twice when the item has arrived and payment is due, one email will be a status update on your order, the second will be a payment link email. They may come in the opposite order as they are sent within minutes of each other, but there will be two in total. Make sure to add us as a safe sender so the emails do not go to trash or spam.***

PLEASE NOTE: When you choose the “Deposit 20%” option, the system will still charge you the shipping FEE of your choice in advance, there is no way around this, as we made the balance due a Pre-order-SKU (Per example above, the $31.54 remaining Balance item) for each individual item when it arrives in stock to cover everyone from all over and it does not allow shipping charges/modifications. So when the item becomes available for shipment, your shipping will be already paid in advance and you will only owe balance on figure price.

*[Mixed Pre-order/In-Stock] If you are purchasing more than just one pre-order item in the same order or mixing a pre-order with in-stock items, you have to pay for the pre-order item[s] as they arrive in stock and they will be held with the rest of the order and the order will only ship when all items are in stock. If you place an order for an in stock item along with other items that are pre-orders, the order will not ship until all items are in stock, or we may ship at our option in multiple shipments if the items are simply too large to go one shipment anyways or we are short on warehouse space for larger items. You may at any time request your in-stock items (including pre-orders arriving before the rest of your pre-orders) be sent for a small shipping fee; however, you will not be charged for partial shipments made at our discretion. (*To combine a new order with an existing order see info below under the header "Combine Orders") To pay to have an item shipped early, please ask us the amount needed to be paid and pay via the following link: http://www.anime-island.com/products/misc-upgraded-shipping-charge.html

** International pre-orders should be submitted separately from in stock items unless you wish to either (a) wait until the pre-order item[s] arrives and ship everything together OR (b) you wish to pay for each shipment as the stock arrives. In stock items and pre-ordered items for International orders with pre-ordered items will be held up to, but no longer than 3 months for shipments if they are paid in full in advance. If the pre-orders span longer than 3 months you need to break up the orders and/or be prepared to pay for separate shipments. If they are not paid in full in advance we will charge payment for each item as they arrive in stock. Each shipment for international orders must be paid separately. Please make a note of your wishes when placing your International order if this applies to you. International customers are always responsible for the shipping fees of EACH shipment, no exceptions. There is no free shipping on any shipment for International orders, ever.

*** Pre-orders can be canceled at any time whether you pay in full or not. If you paid in full and cancel the pre-order item[s] you will be charged a 20% cancellation fee. Pre-orders canceled that have only been charged the 20% deposit will simply be canceled, with the deposit fee NOT refunded. Orders can be cancelled within 7 days of original order and will be refunded 100% (as long as it is not a habit). Cancellation of pre-order items must be made by email.

****Pre-order Items held in our warehouse (single order/single shipment with multiple figures spread across different release dates):

While in our possession all held items are labeled with your order number/s and are put in a special hold location of our warehouse. Once all the items on the same order arrive in stock we will ship them out together. 

Our warehouse is climate controlled and all items are stocked on smooth shelving in a smoke free, low dust atmosphere. This reduces the potential damage to figure boxes while in our possession. Our warehouse environment will keep your figures and their boxes’ condition like how it was received from the manufacturer.

******How to make a payment on an existing pre-order:

>  If your pre-order (original order for the item) is showing its status as awaiting payment we would have sent you two emails, the 1st requesting payment (subject line: complete your pre-order) and the 2nd a status update email from the website (saying your order is awaiting payment). Please use the link in the Complete your Pre-order email to pay the balance due. DO NOT use the reorder button in the awaiting payment status email as that will only reorder the item and not pay it off. If you did not or think you did not receive the complete your pre-order email, please check your spam/trash/junk folder for it as it may have went there. if it did please put us as a safe sender so our emails do not go to junk folders in the future.

>  If your pre-order did not arrive in stock yet and you have not been sent an email for payment but you want to pay early toward your pre-order, you may do so via the following link: www.anime-island.com/make-a-payment-toward-your-existing-pre-order/  Now the amounts here are general and are not for a specific item / order, they are simply dollar amounts (i.e. $1.00, $5.00, $10.00 etc). So if you want to make a general payment toward your pre-order you may pay any amount toward it (say $10.00 similar to a payment plan) or the specific amount due. Now to figure out how much you would owe take the full price (100%) of the item you pre-ordered say $79.80 and minus your deposit of 20% $15.96 and the balance you would owe is $63.84 (DO NOT INCLUDE SHIPPING ASPART OF THE DEPOSIT YOU PAID AS THAT IS EXTRA NOT INCLUDED IN OR TOWARD THE FIGURE'S PRICE). So now that you figured out that you owe $63.84 (example) you may pay this amount by choosing $20.00 x quantity 3 = $60.00 add to cart, then $1.00 x quantity 3 = $3.00 add to cart, then $0.01 x quantity 84 = $0.84 for a total in cart payment of $63.84. After you have done that you are ready to check out. When checking out please put a note in the comments for which item/order number the payment is for.

Balance due Policy: Pre-order balance are due within 7 days. If you cannot make the payment within this time frame, please email us about arrangements for payment. Failure to pay after 7 days without contacting us, may result in deposit being lost and order being cancelled.Contact sales@anime-island.com and let them know you need more time to pay or are having an issue paying so they6 can note your order.



Combine Orders / Add figures to an existing order:

*Note we no longer offer to combine Continental USA orders as they all qualify for Free shipping.

*International Orders no longer can be combined.


Items sold as "Open Box/Damaged" Policy:

Items sold as "Open Box/Damaged" items cannot be returned or exchanged. Open Box/Damaged items are sold as is and are described to the best of our ability. There is no further discount available on these items.


Coupons & Offers: Anime Island from time to time will offer promotions in the form of a coupon either via email or on the front page of the website. These offers vary each offering but a general understanding always exists on % off coupons: Percentage Off / % off only applies to the amount you deposit. So if deposit amount is $30.00 then discount of say 10% would only be on that $30.00 (=$3.00 discount) not any remaining funds that would be due on release. If you have any questions about an offer or coupon please use the contact form and ask us or email us.



Island Rewards Information:

What are Island Rewards? Island Rewards is our way of showing appreciation to our great customers. It’s completely free and you are automatically enrolled when you create an account with Anime Island. Customers who checkout as a guest (aka: do not sign in before checkout) and do not create an account during checkout will not earn Island Rewards on their purchases (i.e. People who either; skip the long checkout and/or use PayPal Express or Google buttons without signing into the site first)

How do the Island Rewards work? Customers will earn rewards on every purchase they make. For every dollar you spend you will earn a 3% reward as store credit. Shipping cost & tax are regrettably not included in the rewards earned from purchases. You can use the rewards to towards future purchases.

How many Island Rewards do I need to earn a cash credit? There is no minimum requirement or threshold. If you purchase something that costs $1.00, you will be awarded $0.03 as store credit a month later.

How can I see my Island Rewards balance? You can check your spendable rewards balance at any time by logging in to your account through www.anime-island.com and under Store Credit (right side under Manage your account) it will show the current amount you have (Example: You have $71.14 of store credit.)

How do I use my Island Rewards? To use them, simply place your order and you will be able to choose store credit as the payment method when it comes time to pay for your order. (Do not use PayPal Express checkout payment buttons as the credit may not show up)

When can I use my pending rewards? Your earned rewards are issued as store credit every month.

Do Island Rewards ever expire? Your points will expire if your account is inactive for more than 12 months from your last order with us.

Do I get to keep my Island Rewards if I return/cancel my order? We really wish you could, but sadly we will deduct Island Rewards for any returned or cancelled items.

What will happen to my Island Rewards if I make an exchange? Your rewards difference will be added or subtracted from your account balance, depending on the exchange, if it is an equal exchange (exact item for exact item) nothing happens as the value was the same.

Is there anything I can do to earn more Island Rewards? Yes! We will occasionally have Double Island Rewards events or specials. As a valued customer/member you will be notified of these special events via email before the general public.

Can I transfer my Island Rewards? No, you cannot transfer the rewards, but you may use them toward purchasing something for someone else as a gift or similar and pay any difference owed.

If I pre-order an item and only put down 20% do I still earn Island Rewards on the 80% balance payment later? You bet! The system is setup so that any pre-order you made will count even if you only put down 20% and the later balance will also count toward the rewards. The rewards for the balance will not be rewarded of course until after that portion is paid.

*Bulk orders/Dealer discounted orders do not receive Island Rewards.