What are your shipping method options?

Our system currently supports the following shipping methods:

  • EMS
  • International ePacket
  • DHL

※ Please note that some shipping methods are restricted based on package size. If we find we cannot ship your package via your selected shipping method, we will contact you.

※ Please note that some shipping methods may be restricted by location due to service suspensions caused by COVID-19. For details, please see our site notice, which is updated as circumstances change.

Where do you ship to?

We ship to all regions outside Japan, with some exceptions. Some countries that can be selected on our website contain certain areas that cannot be serviced via the selected shipping method. If you enter one of these areas as the delivery destination, we will contact you regarding options. (See EMS & ePacket covered area details.)

※ Please note that our shipping invoice computer system can only recognize English Roman alphabet letters. Please do not input your address using other scripts, or we will have to contact you to change it before we can ship your package.

Do you ship within Japan? 

No, we do not ship within Japan. Customers living in Japan can use the animate Online Shop Japan. The animate Online Shop Japan offers customer support in both English and Chinese, so please don't hesitate to reach out.

Do you ship to P.O. Boxes?

This depends on the shipping method.

  • EMS and ePacket: Can generally ship to P.O. Boxes. Some regions may differ - please check with your local post office for details.
  • DHL: May not accept packages addressed to P.O. Boxes. In some cases, even the package is accepted, it will incur an additional fee. As such, please input a home address if you select DHL shipping.

What are the postage/shipping fees?

Postage/shipping fees will be incurred on top of the price of the items displayed on this site.

Shipping rates are subject to change. For the current rates, please try adding your desired items to the cart and checking the rate that is generated at the "shipping" stage of check-out.

Other than the case described below, customers are understood to agree to the shipping price stated at the time of check out.

What happens if the weight of an item estimated during checkout differs from the actual weight?

The weight specified for each product is an approximation that may differ from the actual weight. As the shipping fees displayed at the time of checkout are calculated based on this estimated weight, if upon shipping your package, we find the weight to be significantly higher or lower than expected, we will either issue an appropriate refund or request additional funds to cover the actual cost of shipping. If you do not wish to do so, you will be given the option to cancel and refund your order.

How many figures can be shipped in the same order?

As figures are large items, we can only ship up to two (2) figures in one order. Please do not add more than two (2) figures to a single order, or we may be forced to cancel your order.

What costs are included in the postage/shipping fees?

In order to be able to offer our products themselves at a price as close as possible to their Japanese retail prices, we include packing material costs and shipping labor expenses along with the flat shipping rate. 

In certain cases, duty tax and/or customs fees will be imposed on the package by your country's customs authority at entry. Do take note that you, the customer, will be responsible for paying any extra charges. Custom clearance processes vary greatly between countries, so please contact your local customs jurisdiction for specific details.

Does your store charge Japanese sales tax?

No, we do not.

When will my items be shipped?

Your package will be shipped as soon as all the items in your order have been arranged on our end and payment has been confirmed (or the next Japanese business day). You will receive a confirmation e-mail once it has been shipped.

If your items are in stock, the package will be sent out as soon as payment has been confirmed (or the next Japanese business day, and depending on the workload in the warehouse).

If your item/s are pre-order items, your order will ship around the release date listed in the product description. If you have several pre-order items in the same order, the order will ship when the last item has released. For smoothest and fastest shipping, we recommend you order items separately if the release dates are a month or more apart. Product pages are usually taken down after the pre-order deadline listed in the description. We recommend you make a record of the release date for your own reference.

If your items are back-order items, the package will be sent out as soon as we have received them on our end and payment has been confirmed (or the next Japanese business day, and depending on the workload in the warehouse).

If your order includes both types of item, the package will be sent out once all the items in the order have been received on our end (usually after the release date of the latest pre-order item.)

Please note that if your order contains pre-order and/or back-order items, you will not be notified separately. If you would like us to check the status of items in your order, please contact us.

Please note that there may be delays in delivery according to geographical area, traffic and weather conditions, custom clearance procedures, and stock availability.

Is DHL Express guaranteed to arrive by a certain date?

Please note that "priority/express shipping" refers to the transit services. As such, any published transit times refer to the estimated time your package will take to arrive after you have received a shipping notification email, and do not include the time it will take our store to prepare the order. We do not prioritize orders based on shipping method.

We especially cannot guarantee ship dates for orders that include back-order or pre-order items. If you wish to check whether your order will contain back-order items, please contact us in advance.

Please also note that any transit time provided by the transit service is only an estimate and is not a stated delivery commitment time. Also, it is limited to business days, and does not account for delays caused by customs or other regulatory agency clearance.

Can I specify the date my order will arrive/be shipped?

We cannot guarantee a delivery date for your item, and we do not take requests to have your package shipped on a specific day. It will be shipped as soon as your package is ready on our end. In the case of an urgent issue, please contact us.

Can I change my delivery address?

You can change your default delivery address in your account settings. However, you cannot change the delivery address of any existing orders. Changing your default address will not retroactively update the delivery address of any existing orders. In the case of an urgent change, please contact us, and if possible, include your new address in the message.

Can I add items to my order after it has been finalized, or combine multiple packages?

You cannot add items to or combine orders once an order has been confirmed. In the case of an urgent change, please contact us.

Where is my tracking number?

Your order page will update with your tracking number once your item has been shipped. You can view it by following the link to 'view your order' in the shipping confirmation e-mail you will receive, or by logging into your account on our website and viewing the order page. Please note that if you are using International ePacket, tracking is not supported or may take a long time to update in some areas. For more information see here (International ePacket).

My tracking information is taking a long time to update. What should I do?

Please note that the Japan Post website tracking may take some time to update, depending on your shipping method, country or area. For more information see here. Please wait an appropriate amount of time for the tracking number to update before contacting us.

If you are concerned about the status of a package, we recommend searching the tracking number provided on your own country's post service website, or contacting/visiting your local post office, as updated detailed information may already be available there. Please make sure to try this first before contacting us.

Also, please make sure to understand in advance what kinds of insurance/compensation are available for different shipping methods.

Why does my order status say 'Unfulfilled'?

'Unfulfilled' means that we have not shipped your package, because we have not finished preparing the items in your order on our side. Your order may include pre-order items, or back-order items on the way from the manufacturers. Once your package has been shipped, we will mark the order 'Fulfilled'. If you are concerned about your order, please contact us.

Please note that if your order contains pre-order and/or back-order items, you will not be notified separately. If you would like us to check the status of items in your order, please contact us.

What kind of information do you include on the shipping labels?

When shipping, we only specify broad item types (eg. CD, DVD) and do not print product titles or descriptions on the shipping labels. We do not specify whether the item is R18+ or not.

My PayPal address is different from the address I registered for my order. Will this be an issue?

We will ship your package to the address you registered with our website when you made your order, regardless of your PayPal address. If you think you have made a mistake, please contact us.

Why is my package is taking a long time to ship?

Your order may include pre-order items, or back-order items on the way from the manufacturers.

Please check the release dates of your items. Product pages are usually taken down after the pre-order deadline listed in the description. We recommend you make a record of the release date for your own reference.

Back-order items can take some time to arrive. They generally arrive at our store in 10 days at the earliest, although each case is different and individual times vary, especially older releases, and Doujin CDs, which are self-published/indie rather than released by big labels. Please note that in some cases, back-order items can take one or two months to arrive. If you are concerned about your order, please contact us.

Please note that if your order contains pre-order and/or back-order items, you will not be notified separately. If you would like us to check the status of items in your order, please contact us.

If I order an item before the release date, is it guaranteed to ship on the release date?

In most cases, orders placed before the release date will be shipped upon release.

However, if your order was placed within a month of the release date, there is a chance that it will not be covered by our earliest round of pre-order stock and may not be ready to ship on release.

In addition, regardless of when your order was placed, we cannot guarantee that specific orders will ship on release as this may depend on the workload in our shipping warehouse, Japanese public holidays, office hours, weather conditions and other circumstances outside our control.

How long do back-order items take to ship?

Items on back order generally arrive at our store in 10 days at the earliest, although each case is different and individual times vary. Please note that in some cases, they can take one or two months to arrive. Also, please note that if the manufacturers cannot fulfill our back-order request, we will be forced to cancel the item from your order. Please understand that if your order happens to include back-order items, you will not be notified separately. However, if you are concerned about your order, please contact us and we will check for any further details.

Am I in danger of missing out on a bonus if my order ships later or contains other items with later release dates?

At animate International, our bonus queues are determined based on the order date, not the shipping date. However, bonus offers may end even if they are displayed on the product page. We cannot guarantee or confirm whether individual orders will come with a bonus.

Regarding first run editions/first press limited editions: customers who purchase these items in the same order as back-order or later-releasing pre-orders may not receive a first run copy if stocks have run out by the time the order is ready to ship.

I saw on another website that this item comes with a lottery application code. Will you make sure the item arrives before the application deadline?

We do not advertise lottery application codes on our animate International product pages. This is because:

  • We do not guarantee that they will be included
  • We do not offer support regarding applying for lotteries
  • We do not check lottery application deadlines when processing our stock and shipping queue
  • We cannot guarantee that customers living outside of Japan can apply for lotteries
  • International shipping times (including customs processes) can take too long for the product to arrive before the lottery deadline closes
  • Sometimes customers living outside of Japan will not be able to receive or pick up tickets

Please consider these points carefully before ordering or pre-ordering on the basis of receiving a lottery application code. As they are not advertised and not supported, we do not accept requests for refunds or returns based on lottery application codes.

I get the following error at checkout: "This order can’t be shipped to your location. Contact the store for more information."

If you are attempting to purchase a large number of items at once, or several large items at once, you may get this error at checkout, as our system cannot generate shipping fees for an order that exceeds all our possible packaging box options. Please remove some items from your cart, and create multiple orders if necessary. If you believe you are getting this message in error, please contact us.

My Japan Post tracking number shows the following error: "** Your item was not found. Confirm your item number and ask at your local office."

If your order has shipped very recently, the Japan Post website has likely not yet updated. Please wait for the tracking page to update. This can take around 24 hours. If you believe you are getting this message in error, please contact us.

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