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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

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)

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.
  
  

• - 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)

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.