FAQ
GENERAL
Where is the store based?
We are a small business based in Texas!
Do you accept orders placed outside of the U.S.?
Yes we do accept international orders at this time. If you do not see your address listed when checking out please let us know.
What are the store and customer support hours?
Our online store is open 24 hours a day, 7 days a week.
Customer Support Hours: Monday-Friday from 10am-8pm Central Standard Time.
Customer Support Email: support@yattaanime.com
ORDERS
How does the Pre-Order process work?
Pre-Orders are automatically processed at the time of purchase so that we can reserve your purchase with the manufacturer. Pre-Order items will not be shipped to you until we receive them, which will be after the item is released. Because the products are shipped to us from the manufacturer internationally, you may not receive your purchase until a couple months after the official release date. Please be patient, we will ship you your order as soon as we receive it!
How can I update the shipping address for my order?
If your order has not yet been shipped, please contact us as soon as possible at support@yattaanime.com with the updated address! We can only change the shipping address before your order has shipped, so if its already in transit you'll need to contact the carrier.
Can I cancel my order?
All sales made on our website are final. For Pre-Orders, we process and place your order with the manufacturer at the time of your purchase, so we're not able to support cancellations.
What is the refund process?
For In-Stock items, we do not offer refunds after an item has successfully shipped.
For Pre-Orders, refunds are only offered in the event that a product's release is cancelled by the manufacturer. You will receive a full refund for the product in question.
What happens if my order contains multiple pre-order products?
Orders containing multiple pre-order products will be shipped in separate packages according to the estimated Pre-Order date.
If you order multiple Pre-Order items with the same estimated release date, they will be shipped together in one package.
You will receive a shipping confirmation for each individual shipment.
SHIPPING
What is the store return and exchange policy?
For In-Stock items, once an order is shipped, all sales are final.
For Pre-Orders, once your order has been placed, all sales are final.
When will my order be shipped?
For In-Stock items, your order will be shipped within 1-5 business days of your purchase. If your order contains Pre-Order items, please refer to the 'How does the Pre-Order process work?' section above.
My package was returned to the sender. What should I do?
In the event that your package is returned to us due to an address change, address error, or due to an unclaimed package, you will be informed that your package was returned to us. You will be responsible for paying the re-shipping fee so that we can ship your item to you again.
Do you handle customs fees for me on international orders?
We do not handle the brokerage fees charged by import customs for international orders. This will potentially be an additional cost that is not covered by the shipping fee listed at checkout.
Why is my order taking so long to ship?
If your purchase was a Pre-Order, please refer to the 'How does the Pre-Order process work?' above. Products can take a long time to ship internationally to us even after they have released, so please be patient! We will ship you your order as soon as we receive it!
If you purchased an In-Stock item, we'll ship it to you within 1-5 business days.
Why was my package delayed?
After we've shipped out your package, it is out of our hands. Please check with your carrier.
What should I do if the items in my package were damaged or lost in transit?
In the unfortunate event that your package is lost or damaged, we can only recommend contacting your local post office seeking reimbursement for the handling of your package.
My product has a defect / missing parts. What do I do?
Please contact us directly with pictures and explanation of the defect.
Since we are a small operation, we cannot accommodate refunds or replacements for products with minor paint defects (such as minor scratching on the base or minor paint marks/blemishes). Prize figures are often mass produced in factories so the chances of minor blemishes can occur. Please keep this in mind when purchasing any prize figures!