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ORDERS      
Can you explain in a few words what is the order page?   Are all items sure to be in stock at time of release?  
How can I pay for my order?   When do you take payment for my order?  
  When will you ship my order/s?
  Not all items are in stock, will you ship automatically?  
  If I place an order with AE will it all be dispatched together or in bits and pieces?
  How do I view my past orders?   
  Can I call to place an order?    Can I call for customer support?   
  I received an order confirmation but my order has now been converted to cancelled, why is this?   If I’ve placed an order on your site, am I able to amend it later?  
  What is the Customer Support opening hours?   Can you explain in a few words what is the order page?  
  SHIPPING      
  How much does shipping cost?   Can you send me the total via e-mail?  
  What happens if the courier confirms that they have lost my parcel?   Why do I have to pay shipping separately?  
  Can I ask to unlock the shipment if I make a mistake?   How do I view my past shipments?  
  Can you deliver my shipment to my work address?   What shipping options are available to me?  
  How do I know witch method will you use to ship my parcel?   Why do you have Fast and Economy instead of EMS and SAL?  
  I placed an order 2 days ago and I didn't’t receive the shipping cost payment request, what do I do?   What happens if my shipment is dispatched and I cannot take receipt of it, for reasons beyond my control?  
  Can I have my shipment left at my neighbors?   What happens if I receive my shipment and it is damaged, or there are items missing?  
  GENERAL - PRODUCT STATUS      
  Products status explained   I looked at a product a few moments ago, when I went back in to double check the availability it was sold out. Why has this happened?  
  How are you able to offer your prices below retail price?   What is your cancellation policy for pre orders and other items?  
  PRIVACY/SECURITY      
  Once you have my e-mail address and personal home/business address, is it your standard practice to send unsolicited mail?    If I want to buy something from AE, is my credit card number safe from hackers?   
  I HAVE A PROBLEM...      
  If I have a problem with a product that I have ordered from you, how do I get help?   I sent a product back for replacement. How long will it take until I get my replacement?  
  If I am not home when the couriers try and deliver my order what happens to it?   My shipment has been awaiting dispatch for over three days now after I paid for the shipping, what should I do?  
  If I place an order over the weekend when can I expect to receive it?   Once my order has been dispatched can I request it to be redirected somewhere else?  
  Can you specify a timed delivery?   If I place an order and something is in backorder what happens to the rest of my order?  
  I'm a retail customer and I have just received my order but there is no TAX Invoice?   What is the Time Limitation for Notification of Claims?  
  What happens if I am unable to check the contents of my goods at point of delivery?   I am having problems logging into the web site, what should I do?  
  I have been sent the wrong item, how do I report this?   How do I return a product to AE for replacement / refund?  
  I WANT TO OPEN A WHOLESALE ACCOUNT      
  Where do I start?   What is the minimum order?  
  When do I have to Pay my order?   Can I cancel my orders?  
  How do I place orders?   If I order many items do I get a better discount?  
  As a wholesaler can I order SPECIAL items?   As a wholesaler can I cancel my order?  



Orders
Can you explain in a few words what is the order page?
A. The order page is the list of all your items purchased so far.

- Pre orders are in light blue color
- Back order are in light orange
- In stock are in green


Are all items sure to be in stock at time of release?
A. In most cases yes, we are doing our best every time to ensure that all customers that ordered with us will get their beloved items.
In same cases however the manufacturer will not fulfill the full order and we need to cancel some of the latest orders accordingly.

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?
Past years we had many cancellations of pre orders and rare items. Many customers 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.
PLEASE NOTE! We do not ship automatically your items, you need to request shipping from the ORDER page. at the bottom you will see a green section with your items in stock ready to ship. There are two buttons on the right hand side (figure 2.1)
To ship all items in stock click the left one called "Ship Now ALL"
To ship only selected items please use the tick box and then request shipping by clicking the button on the right called "ship now SELECTED"


Figure 2.1



Not all items are in stock, will you ship automatically?
A.NO we will not ship to you until you request it. Our fantastic new ORDER page allow you to decide when and what we will ship to you Isn't that great?


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 pre order 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

How much does shipping cost?

A. Shipping cost is calculated by weight and not volume. To find out the shipping cost please use the shipping calculator at the bottom of the product page.


Fast Shipping cost (tracking Included in the price)

Zone Area 1 Area 2 Area 3 Area 4
Weight Asia Oceania, North America, Central America
and the Middle East
Europe South America and Africa
Up to 300g 900yen 1,200yen 1,500yen 1,700yen
Up to 500g 1,100yen 1,500yen 1,800yen 2,100yen
Up to 600g 1,240yen 1,680yen 2,000yen 2,440yen
Up to 700g 1,380yen 1,860yen 2,200yen 2,780yen
Up to 800g 1,520yen 2,040yen 2,400yen 3,120yen
Up to 900g 1,660yen 2,220yen 2,600yen 3,460yen
Up to 1.0kg 1,800yen 2,400yen 2,800yen 3,800yen
Up to 1.25kg 2,100yen 2,800yen 3,250yen 4,600yen
Up to 1.5kg 2,400yen 3,200yen 3,700yen 5,400yen
Up to 1.75kg 2,700yen 3,600yen 4,150yen 6,200yen
Up to 2.0kg 3,000yen 4,000yen 4,600yen 7,000yen
Up to 2.5kg 3,500yen 4,700yen 5,400yen 8,500yen
Up to 3.0kg 4,000yen 5,400yen 6,200yen 10,000yen
Up to 3.5kg 4,500yen 6,100yen 7,000yen 11,500yen
Up to 4.0kg 5,000yen 6,800yen 7,800yen 13,000yen
Up to 4.5kg 5,500yen 7,500yen 8,600yen 14,500yen
Up to 5.0kg 6,000yen 8,200yen 9,400yen 16,000yen
Up to 5.5kg 6,500yen 8,900yen 10,200yen 17,500yen
Up to 6.0kg 7,000yen 9,600yen 11,000yen 19,000yen
Up to 7.0kg 7,800yen 10,700yen 12,300yen 21,100yen
Up to 8.0kg 8,600yen 11,800yen 13,600yen 23,200yen
Up to 9.0kg 9,400yen 12,900yen 14,900yen 25,300yen
Up to 10.0kg 10,200yen 14,000yen 16,200yen 27,400yen
Up to 11.0kg 11,000yen 15,100yen 17,500yen 29,500yen
Up to 12.0kg 11,800yen 16,200yen 18,800yen 31,600yen
Up to 13.0kg 12,600yen 17,300yen 20,100yen 33,700yen
Up to 14.0kg 13,400yen 18,400yen 21,400yen 35,800yen
Up to 15.0kg 14,200yen 19,500yen 22,700yen 37,900yen
Up to 16.0kg 15,000yen 20,600yen 24,000yen 40,000yen
Up to 17.0kg 15,800yen 21,700yen 25,300yen 42,100yen
Up to 18.0kg 16,600yen 22,800yen 26,600yen 44,200yen
Up to 19.0kg 17,400yen 23,900yen 27,900yen 46,300yen
Up to 20.0kg 18,200yen 25,000yen 29,200yen 48,400yen
Up to 21.0kg 19,000yen 26,100yen 30,500yen 50,500yen
Up to 22.0kg 19,800yen 27,200yen 31,800yen 52,600yen
Up to 23.0kg 20,600yen 28,300yen 33,100yen 54,700yen
Up to 24.0kg 21,400yen 29,400yen 34,400yen 56,800yen
Up to 25.0kg 22,200yen 30,500yen 35,700yen 58,900yen
Up to 26.0kg 23,000yen 31,600yen 37,000yen 61,000yen
Up to 27.0kg 23,800yen 32,700yen 38,300yen 63,100yen
Up to 28.0kg 24,600yen 33,800yen 39,600yen 65,200yen
Up to 29.0kg 25,400yen 34,900yen 40,900yen 67,300yen
Up to 30.0kg 26,200yen 36,000yen 42,200yen 69,400yen


Economy Shipping cost up to 2kg and 90 cm across
PLEASE NOTE! You need to add 410 Yen for tracking (we ship only with tracking)

Classification Weight Area 1 Area 2 Area 3
Destination Asia, Guam,
Marshall Is.,
Midway and others
North America, Central
America, Oceania,
Middle East, Europe
Africa,
South America
Printed matter / Small packet Up to 20 g (for printed matter only) 70 yen 75 yen 80 yen
Up to 50 g (for printed matter only) 100 yen 110 yen 120 yen
Up to 100 g 160 yen 180 yen 200 yen
Up to 200 g 240 yen 280 yen 320 yen
Up to 300 g 320 yen 380 yen 440 yen
Up to 400 g 400 yen 480 yen 560 yen
Up to 500 g 480 yen 580 yen 680 yen
Up to 600 g 560 yen 680 yen 800 yen
Up to 700 g 640 yen 780 yen 920 yen
Up to 800 g 720 yen 880 yen 1,040 yen
Up to 900 g 800 yen 980 yen 1,160 yen
Up to 1,000 g 880 yen 1,080 yen 1,280 yen
Up to 1,100 g 960 yen 1,180 yen 1,400 yen
Up to 1,200 g 1,040 yen 1,280 yen 1,520 yen
Up to 1,300 g 1,120 yen 1,380 yen 1,640 yen
Up to 1,400 g 1,200 yen 1,480 yen 1,760 yen
Up to 1,500 g 1,280 yen 1,580 yen 1,880 yen
Up to 1,600 g 1,360 yen 1,680 yen 2,000 yen
Up to 1,700 g 1,440 yen 1,780 yen 2,120 yen
Up to 1,800 g 1,520 yen 1,880 yen 2,240 yen
Up to 1,900 g 1,600 yen 1,980 yen 2,360 yen
Up to 2,000 g 1,680 yen 2,080 yen 2,480 yen

Why do I have to pay shipping separately?

A. Shipping cost is calculated once we packed your items AFTER you request shipping from the ORDER PAGE. Many customers combine orders in one shipping. This is the most practical solution, once you are use to it it's very convenient.

When I request shipping items will be sent together or separately?
A. If you selected economy shipment we may split the shipment  in 2 or more packages to follow the ECONOMY size and/or weight restrictions (90 cm across or 2kg max).If you wan to ship FAST we will ship all in one parcel.

How do I request a shipment?
A. Just click SHIP ALL button in the order page, all items in stock (marked in green) will be shipped. If you want to ship separately use the tick box and hit SHIP SELECTED.

Can I ask to unlock the shipment if I make a mistake?
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 do so before you click the button by selecting the tick box and by clicking the SHIP SELECTED button in the same order page.



How do I view my past shipped items?
A. You can view your shipment history in the shipped section of the orders page.

Can you deliver my shipment to another address?
A. yes. To do so you need to add a new shipping address in the top menu. (Image 1.1)
Image 1.1

After that you can select it using the drop down menu in the Order page (Image1.2) and hit the ship button.
PLEASE NOTE: You will not be able at this time to see the address updated on this page but we will in the admin and we will ship to the new address.

Image 1.2

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 order 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.


HONG KONG CUSTOMERS: we offer cheap shippings for heavy box economy,4 kg box will cost ONLY 2250 yen to ship, 3 weeks delivery time. Tracking is provided. We can combine shippings for you for great savings.

US CUSTOMERS: we ship Fast via courier and it is required a signature of the receiver. Our courier has a real time tracking 3 days delivery time. If you rather use EMS from the Japanese Post office, please let us know and we will be more than happy to arrange that for you (the price is same).


How do i know witch method will you use to ship my parcel?
A. By checking the first two letters of the Tracking number 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 can't ship SAL small packet. As EMS service is faster and more track able we use it for high value items. Thank you for understanding.


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.

PLEASE NOTE: for items over 15000 yen we cant ship ECONOMY.

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 your items are in stock (marked green) in the order page.

After that you need to request shipping for your items. This is well explained in the e-mail we sent you after the order is placed and paid. If you did not receive our e-mail please contact your e-mail provider and let them know that you are unable to receive mails from us or If you have done all that, please check your spam folder in case our mail has been filtered by your internet spam settings. 
In any case you need to click the ship button
in the order page in the green marked section at the bottom of the page.
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 sent and I cannot take receipt of it, for reasons beyond my control?
A. IT IS YOUR RESPONSABILITY TO CHECK USING THE TRACKING ONLINE WHERE IS YOUR ITEM/S AND EXPECT OR CHECK AT THE POST OFFICE.
The post office 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. 
IF THE ITEM COMES BACK, YOU WILL NEED TO PAY FOR SHIPPING AND THE FEE WE ARE CHARGED TO RECEIVE IT.


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 defective 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 on your side.
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 can't ship ECONOMY. Thank you for understanding.


General/Product status

Products status explained

  • Special
    Special items are sold to the customer that pay first.

  • More than one customer can order at the same time but only the first one that pay will get it. Special product are single sales that can be purchased by one customer only.

  • in stock
    Product is in stock.
  • Pre order
    Item is on pre order. If you order before deadline it will increase you chance of having your item after the release. For some very popular items the manufacturer may under produce, in that case the people that ordered last may have the order cancelled and refunded in full.
  • Awaiting Release
    the pre order 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 business we can easily get the items from our local suppliers. In case we cant we will cancel and refund your order.
  • SOLD OUT
    Sold out is sold out...finish, nada no more never again.



I looked at a product a few moments ago, when I went back in to double check the availability it was sold out. Why has this happened?
A. All of our items are in stock until someone buy it.
Special items are one sale only and who order and pay fist get's it. The other customers will have the order cancelled by the system. We apologize in advance for the inconvenience.

How are you able to offer your prices below retail price?
 
A. We are one of the official BANDAI distributors for Japan and 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 cancellation policy for pre orders 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 if 60 days from payment are past.
  • - Items on pre order can be cancelled if in the 60 days of payment date.
  • - Special items can’t be cancelled (Tamashii web items or out of production items and rare items)


Privacy/security

Once you have my e-mail 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. We use PayPal payments that are the safest on the world wide web. PayPal also protect you from unsafe shopping offering buyers protection.



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 e-mail 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 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. Use the retrieve password facility at the log in page, if you forgot your log in too 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.

How do I return a product to AE for replacement / refund?
A. Please contact us via web form on the contact us page, we will get back to you as soon as possible. If it's our mistake we will refund or provide funds to ship it back to us. PLEASE NOTE! The item must be sealed or in case of a special item in same conditions as shipped.


I WANT TO OPEN A WHOLESALE ACCOUNT

Where do I start?

A. As a wholesaler we need from you a deposit of 50000 Yen for small orders and 200000 yen for big orders. The deposit will NOT be used to pay for your items but it will be as a guarantee for us. The deposit can be returned after you decide to close the wholesale account with us at any time. At that point we will use the deposit to pay or ship your items.

When do I have to pay my order?
A. As a wholesaler you have to pay for your order at the time of release.

How do I place orders?
A. We accept orders same as retail, using the website, this helps us and you to visualize at any time your purchases and shippings. Once you placed the order send us an e-mail confirming the order and quantities, we will then edit and apply relative discounts for you.
PLEASE NOTE! All pre orders must be placed before the deadline.

What is the minimum order?
A. We do not have a minimum order policy.

If I order many items do I get a better discount?
A. YES you can have a better discount if you order several cartons of one item.
PLEASE NOTE! The bigger the order the bigger is the deposit you need to leave to us.

As a wholesaler can I order SPECIAL items?
A. YES you can but you must buy and pay immediately and no discount...sorry. SPECIAL items are one off and we don't take requests anymore.

As a wholesaler can I cancel my order?
A. YES ONLY before deadline. Absolutely NOT AFTER deadline.

Please NOTE!

If as a wholesaler and retailer you keep your items longer than 6 moths AND we have no further contact from you we will charge 500 yen per week storage per item (big or small)
Once the cost reaches the value of the items we will not be able to ship your items anymore to you a we will consider them unclaimed.
Make sure that your contact information is up to date and you reply to our mails.
Thank you for your cooperation and your understanding.









 




 
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