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,
Common Questions & Answers:
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 firstname.lastname@example.org 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 email@example.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. 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 firstname.lastname@example.org and include your name, full billing address, the 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.
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
*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.
***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: email@example.com
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 firstname.lastname@example.org 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 email@example.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 firstname.lastname@example.org 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 email@example.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.)
---->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:
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.
*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: firstname.lastname@example.org
****Address Changes/Updates: Please email both email@example.com and firstname.lastname@example.org 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.