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ORDERS |
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How can I pay for my order? |
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When do you take payment for my order? |
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When will you ship my order/s?
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Not all items are in stock, will you ship anyway? |
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If I place an order with AE will it all be dispatched together or in bits and pieces?
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How do I view my past orders? |
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Can I call to place an order? |
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Can I call for customer support? |
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I received an order confirmation but my order has now been converted to cancelled, why is this? |
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If I’ve placed an order on your site, am I able to amend it later? |
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What is the Customer Support opening hours? |
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SHIPPING |
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Can you explain in a few words what is this shipping organizer? |
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Can I schedule shipping with shipping organizer? |
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How do I edit my shipments? |
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How do I edit my shipments? |
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Can I edit a shipment after I request shipping? |
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How do I view my past shipments? |
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Can you deliver my shipment to my work address? |
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What shipping options are available to me? |
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How do I know witch method will you use to ship my parcel? |
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Why do you have Fast and Economy instead of EMS and SAL? |
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I placed an order 2 days ago and I didn’t receive the shipping cost payment request, what do I do? |
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What happens if my shipment is dispatched and I cannot take receipt of it, for reasons beyond my control? |
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Can I have my shipment left at my neighbors? |
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What happens if I receive my shipment and it is damaged, or there are items missing? |
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What happens if the courier confirms that they have lost my parcel? |
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GENERAL - PRODUCT STATUS |
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Products status |
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I looked at a product a few moments ago, when I went back in to double check the availability the price had increased. Why has this happened? |
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How are you able to offer your prices far more competitively than the competition? |
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What is your cacellation policy for preorders and other items? |
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PRIVACY/SECURITY |
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Once you have my email address and personal home/business address, is it your standard practice to send unsolicited mail? |
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If I want to buy something from AE, is my credit card number safe from hackers? |
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How secure is buying over the web / I’ve heard horror stories about other Internet companies? |
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I HAVE A PROBLEM... |
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If I have a problem with a product that I have ordered from you, how do I get help? |
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I sent a product back for replacement. How long will it take until I get my replacement? |
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If I am not home when the couriers try and deliver my order what happens to it? |
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My shipment has been awaiting dispatch for over three days now after I paid for the shipping, what should I do? |
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If I place an order over the weekend when can I expect to receive it? |
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Once my order has been dispatched can I request it to be redirected somewhere else? |
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Can you specify a timed delivery? |
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If I place an order and something is in backorder what happens to the rest of my order? |
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I'm a retail customer and I have just received my order but there is no TAX Invoice? |
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What is the Time Limitation for Notification of Claims? |
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What happens if I am unable to check the contents of my goods at point of delivery? |
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I am having problems logging into the web site, what should I do? |
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I have been sent the wrong item, how do I report this? |
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How do I return a product to AE for replacement / refund? |
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Orders secure your order right away
How can I pay for my order?
A. We currently accept Visa/Visa Electron/Master Card Amex Discovery and Pay Pal.
PLEASE NOTE! If you want to pay by Credit Card you must use a Card that is not linked to any PayPal account.
PLEASE NOTE! If you already paid at AE with your PayPal account the link for the Credit Card will not be visible. You need to clean your browser temporary files and then you will be able to see the Credit Card link.
When do you take payment for my order?
A. We charge debit / credit cards right away. Mhhh…why is that?
Last year we have many cancellations of preorders and rare items. Customers that did want the items but they couldn't order it because reserved by other customers (that eventually cancelled). We believe that if the customer is genuinely interested in our items then for your and our piece of mind the payment should be in advance.
When will you ship my order/s?
A. Considering that all items are in stock, we will ship when you want us to ship (you need to request shipping from the shipping organizer). The shipping organizer will help you ship your items in one shipment or more, you decide how and when you want us to ship your items.
Not all items are in stock, will you ship anyway?
A.NO we will not ship to you until you request us to ship. Our fantastic new shipment Organizer allow you to decide when we will ship to you Isn't that great?
If I place an order with AE will it all be dispatched together or in bits and pieces?
A. Any order that you place with us will be send accordingly to your shipment preferences, if you selected economy shipment we may split the shipment in 2 or more packages to follow the SAL small packet size and/or weight restrictions (in any case it will be the cheapest way to ship) We accasionally use FedEx if the cost of the shipping is the same. Only when all items are in stock in one shipment your shipment will be dispatched.
How do I view my past orders?
A. You can view your order history by going to account section. Here you will see your orders in number order, by selecting an order, you can see what items were on the orders and in which shipment they are.
Can I call to place an order?
A. Sorry, we can not accept orders over the phone.
Can I call for customer support?
A. Sorry we do not offer phone support, as we are offering products below retail price we are using an automated system that will allow us to keep costs down and pass the savings to you!
I received an order confirmation but my order has now been converted to cancelled, why is this?
A. The order may have been converted to cancelled for one of the following reasons:
Incorrect billing address supplied
Payment Declined / Incorrect card details supplied
Our billing system do not accept that credit card or you PayPal account has a problem.
Items out of stock / discontinued/not obtainable
The order was left unpaid for more than 48 hours. (automatic cancellation)
If I’ve placed an order on your site, am I able to amend it later?
A. Yes but our system has a slightly different approach to the conventional order system.
PLEASE NOTE! - Orders can be fully cancelled with no cancellation fees if unpaid. - If the order is not paid in 48 hours it will be cancelled automatically by our system.- Once paid a 20% cancellation fee applies to all orders if cancelled.- Items on preorder can’t be cancelled 1 week before the release date.- Special items can’t be cancelled (Tamashii web items or out of production items)
What is the Customer Support opening hours?
A. Customer service hours are 8:00 to 17:30 Monday to Friday, excluding national holidays. Tokyo time is +9 GMT PLEASE NOTE:because the time difference, there is a chance that when you are writing to us we are actually sleeping :)
Shipping We ship when you want us to ship!
Can you explain in a few words what is this shipping organizer?
A.The shipping organizer is a page where you can rearrange your preorders or purchased items in 1,2,or more shipping/s.
Can I schedule shipping with shipping organizer?
A.Yes you can. The shipment will by ready to ship when all items in that shipment are in stock. When the item is available you will receive an email alert, after that you can request shipping or rearrange the shipment one or more times.
How do I edit my shipments?
A. Please navigate to the Shipping organizer in your “My Account” section and using the drop down menu you can move items from one shipment to the other or create a brand new shipment.
How do I request a shipment?
A. Select a shipment in your shipping organizer and you will find a button to request the shipping.
Can I edit a shipment after I request shipping?
A. No, you can’t sorry.
At this point our staff is packing your box.
Please understand that reopening the box would brake our production flow that is the core of our system. You have the opportunity to reorganize the shipments as many times as you want in the shipping organizer before requesting the shipping. Thank you for undestanding.
How do I view my past shipments?
A. You can view your shipment history by going to the account section. Here you will see your shipment in number order, by selecting a shipment; you can see the items scheduled for that shipment.
Can you deliver my shipment to my work address?
A. yes. When requesting shipment from the shipment organizer you can review your shipping address.
What shipping options are available to me?
A. Depending on your location we can generally ship to you using Fast or Economy shipping
After you request shipping from your shipping organizer page you will receive two quotes for shipping, Fast or Economy.
PLEASE note that your package is traveling around the globe, for Economy shipping it takes 2-3 weeks.
How do i know witch method will you use to ship my parcel?
A. By checking the first two letters of the Tracking numer you will be able to determine what method is used to ship your parcel.
- Tracking numbers beginning with RR are SAL Small packet (2-3 weeks delivery time)
- Tracking numbers beginning with CC are SAL Postal Parcel (2-3 weeks delivery time)
- Tracking numbers beginning with EI or EJ are EMS (3-5 days delivery time)
PLEASE NOTE: for items over 15000 yen we cant ship SAL small packet. As EMS service is faster and more trackable we use it for high value items. Thank you for undestanding.
Why do you have Fast and Economy instead of EMS and SAL?
A. Sometimes the EMS (3-5 delivery days) shipping can be cheaper than SAL (2-3 delivery weeks). If you select Economy we will choose the cheapest method for you (that includes multi-packing your items to fit the post office size and weight restrictions).
In that way we believe we are offering the best service possible to you for the shipping.
PLEASE NOTE: for items over 15000 yen we cant ship SAL small packet. As EMS service is faster and more trackable we use it for high value items. Thank you for undestanding.
I placed an order 2 days ago and I didn’t receive the shipping cost payment request, what do I do?
A. Please make sure you actually organized your items in the shipping organizer, and then you should “request shipping” using the button in that particular shipment.
If you have done all that, please check your spam folder in case our mail has been filtered by your internet spam settings. Otherwise please use the contact us page to get in touch with our customer service stuff. They will answer you as soon as they can.PLEASE NOTE: Customer service hours are 8:00 to 17:30 Monday to Friday, excluding national holidays. Tokyo time is +9 GMT
What happens if my shipment is dispatched and I cannot take receipt of it, for reasons beyond my control?
A. The couriers will hold the goods for you usually 2 weeks before returning the goods back to us (it may be longer). If you are able to contact your local post office, arrangements can be made, for the shipment to be held at your local depot until you are available to collect.
Can I have my shipment left at my neighbors?
A. This is possible, but must be agreed with your local Post office, different rules apply in each country.
What happens if I receive my shipment and it is damaged, or there are items missing?
A. This must be reported to AE as soon as possible and we will take the appropriate action. Please include clear pictures of the damage or missing parts. We pack the items very carefully to avoid damage to your beloved items.
However in same cases of human error accidents appends and the item/s gets damaged. You need to claim to your local post office right away about the incident and seek compensation.
Meanwhile we will do our best to solve the problem from our side.
What happens if the courier confirms that they have lost my parcel?
A. This must be reported to us straight away. You need then to contact your local post office and use the tracking number to claim your item. If they confirm that the parcel never arrived in your country will start an investigating right away to solve the issue with the Japan Post staff.
PLEASE NOTE: for items over 15000 yen we cant ship SAL small packet. As EMS service is faster and more trackable we use it for high value items. Thank you for undestanding.
General/Product status
Products status
- in stock: Product is in stock.
- Preorder: Item is on preorder. If you order before deadline it will increase you chance of having your item after the release. For some very popular items the manufactutrer may under produce, in that case the people that ordered last may have the order cacelled and refunded in full.
- Awaiting Release: the preorder deadline has passed and we are waiting for the product to be released. You can still place an order with AE and in most cases will will have the item for you after the release.
- Backorder: the item is not in stock. As we are based in Kuramae Taito-Ku (next to Bandai HQ) the center of the wholesale toy businness we can easily get the items from our local suppliers. In case we cant we will cancel and refund your order.
- Rare Items: Rare Items are usually out of production or items that did sold out right at the release (happens often), in this case you can choose from the product page how long are you willing to wait before we refund you in full.
I looked at a product a few moments ago, when I went back in to double check the availability the price had increased. Why has this happened?
A. All of our prices and stock availability information is displayed in real time, therefore whenever there is a price change the new information is immediately reflected to our web site. Our system has been written in this way so that we can provide you with the correct information prior to you purchasing.
How are you able to offer your prices far more competitively than the competition?
A. Due to our location and local suppliers offers we are able to get new deals when available and pass the savings on to you.
Moreover we believe in word of mouth rather than spending our budget in expensive banners.
So if you are happy with our services feel free to share it with your friends, if not let us know and we will do what we can to solve the issue.
What is your cacellation policy for preorders and other items?
- - Orders can be fully cancelled with no cancellation fees if unpaid.
- If the order is not paid in 48 hours it will be cancelled automatically by our system.
- - Once paid a 20% cancellation fee applies to all orders if cancelled.
- - Items on preorder can’t be cancelled 1 week before the release date.
- - Special items can’t be cancelled (Tamashii web items or out of production items and rare items)
Privacy/security
Once you have my email address and personal home/business address, is it your standard practice to send unsolicited mail?
A. At AE (Anime Export) we work on the strict principal that our customers only receive the things that they ask for. From the goods that you buy to the invoice you receive. Furthermore, once your data is with us. We will not pass it on to any other companies.
If I want to buy something from AE, is my credit card number safe from hackers?
A. During and after the checkout process your credit card details are encrypted, once you reach the screen where you enter your details you are on our secure server, after your order is placed your credit card details are then encrypted again to prevent anyone accessing them.
How secure is buying over the web / I’ve heard horror stories about other Internet companies?
A. If we look at the security issue first, when you type your credit/switch card number into our site, our web site is in secure mode. This means that the information you type in will be encoded and our server decodes it. In layman’s terms this means that anyone “listening” to traffic en route will be able to make no sense of the number.
Our system uses the “Secure Socket Layer“, every trading web company uses it. You will be able to tell if you are in secure mode when a little padlock appears bottom right of your screen and a green bar on the address bar.
Most importantly our business is insured by the ID authority for 250000$.What does it mean? It means we are a legitimate business and that you can buy with confidence. We use state of the art SSL from C.O.M.O.D.O.
Secondly in many countries if the issued card for a transaction over 100$ (the amount is depended of the law in your country) you are automatically protected by the Consumer Credit Act of your country. This means that if a trader fraudulently charges your card for something that you did not order then the credit card company is equally liable for the debt. In practice this means that the credit card company would refund you for the fraudulent charge whilst making the corresponding charge directly to us. Given the above, in practice putting your card details into a secure Internet site are much safer than giving them over an unsecured telephone line.
I have a problem...
If I have a problem with a product that I have ordered from you, how do I get help?
A. You can use our contact us page which allows you to send a request directly to our Technical/Returns Team, where you should receive a response within 24 business hours. (Except weekends and national holidays)
I sent a product back for replacement. How long will it take until I get my replacement?
A. You should receive a replacement or credit after we received and inspected your item. It depends on the shipping method you chose to send us back the product.
If I am not home when the couriers try and deliver my order what happens to it?
A. If no one is home to accept your order then you will be left a calling card and the goods will be returned to your local depot. You may contact the couriers to arrange a suitable redelivery date, or alternatively it may be possible to pick up the order from your local depot. (Please confirm this with the courier first) Identification will be required on request.
It is your responsibility to receive the package and or contact your local post office to find out how to get your parcel. If the parcel comes back because misspell address on your part or your carelessness then we will charge you for the redelivery.
My shipment has been awaiting dispatch for over three days now after I paid for the shipping, what should I do?
A. There may be a problem with one or more of the items on your order. Please contact our Customer Support Team as soon as possible and we will investigate any hold up with the order and advise you on the best way to rectify the issue.
If I place an order over the weekend when can I expect to receive it?
A.
On weekends we accept orders but the email support is limited. We will do our best to answer as soon as our customer support staff is back.
Store working hours are 8:00 to 17:30 Monday to Friday, excluding national holidays. Tokyo time is +9 GMT.
Once my order has been dispatched can I request it to be redirected somewhere else?
A. No sorry.
Can you specify a timed delivery?
A. Unfortunately we cannot currently specify a timed delivery and all orders are usually delivered between 9am-6pm Mon-Fri. However you may contact the local post office once the order has been dispatched and ask them for an approximate delivery time, but there are no guarantees.
If I place an order and something is in backorder what happens to the rest of my order?
A. Unfortunately if something is out of stock in your shipment it will not be dispatched until everything is in stock.
If however an item has been showing out of stock longer than the quoted lead time on our site then please contact our Customer Support Team and we check the availability of this item for you.
In general the best solution is to move the out of stock item(s) to new/another shipment or alternatively you may choose to wait for all of the items to arrive in stock before the order is dispatched.
I'm a retail customer and I have just received my order but there is no TAX Invoice?
A. We do not provide invoices for retail customers at this time, only for France and Italy Germany and Kuwait as the law requires.
What is the Time Limitation for Notification of Claims?
A. Damage in transit: If goods arrive in a damaged condition you must make ask the postman at the time of the delivery for a claim form for damaged goods and deal with them for the compensation.
Shortages: It is your responsibility to sign for the correct number of packages as shown on the carrier’s delivery consignment note. Any shortages must be noted on the consignment note and it will be your responsibility to notify us within 2 days from delivery.
Incorrect Goods: It is your responsibility to notify us of any incorrect goods supplied immediately from delivery and we will advise you of the correct procedure for rectifying this.
Non-Deliveries: We will not accept liability for goods lost in transit as it is the courier responsibility. If the shipment as been lost in Japan we will help you dealing with the issue.
What happens if I am unable to check the contents of my goods at point of delivery?
A. If you are unable to check the contents of the package at time of delivery please sign for the goods as “UNCHECKED”. Failure to do so may affect any warranty claims that you make thereafter.
I am having problems logging into the web site, what should I do?
A. Please visit the contact us page. We will get back to you as soon as possible.
I have been sent the wrong item, how do I report this?
A. In the rare event that you have been sent the incorrect item then please use our contact us page and report this discrepancy to us. On receipt of your RMA request we will issue you with an RMA number to return the wrong item back to us. The RMA will be given special priority and you can expect to receive the correct item if available or a refund after inspection.
How do I return a product to AE for replacement / refund?
A. Please after you receive the RMA number from us you will be able to ship it back to us.
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