- What are your shipping method options?
- Where do you ship to?
- Do you ship within Japan?
- What are the postage/shipping fees?
- What happens if the weight of an item estimated during checkout differs from the actual weight?
- What costs are included in the postage/shipping fees?
- Does your store charge Japanese sales tax?
- When will my items be shipped?
- Can I specify the date my order will arrive/be shipped?
- Can I change my delivery address?
- Can I add items to my order after it has been finalized, or combine multiple packages?
- Where is my tracking number?
- My tracking information has not updated. What should I do?
- Why does my order status say 'Unfulfilled'?
- What kind of information do you include on the shipping labels?
- My PayPal address is different from the address I registered for my order. Will this be an issue?
- Why is my package is taking a long time to ship?
- If I order an item before the release date, is it guaranteed to ship on the release date?
- How long do back-order items take to ship?
- Am I in danger of missing out on a bonus if my order ships later or contains other items with later release dates?
- 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?
Our system currently supports the following shipping methods:
- EMS shipping
- International ePacket
- International ePacket Light
※ 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.
EMS shipping & International ePacket: We ship to all regions outside Japan with some exceptions. Some countries that can be selected on our website contain certain areas that EMS shipping cannot reach. Please understand that if you enter one of these areas as the delivery destination, we must cancel the order. For details on affected areas, please see here.
International ePacket Light: We ship to all regions outside Japan reached by International ePacket Light shipping (China, Hong Kong, Indonesia, Malaysia, Philippines, Rep. of Korea, Singapore, Thailand, Vietnam, Australia, New Zealand, Canada, Mexico, U.S.A., Israel, Turkey, Austria, Belgium, Denmark, Finland, France, Germany, Great Britain, Greece, Hungary, Ireland, Italy, Netherlands, Norway, Poland, Russia, Spain, Sweden, Switzerland & Brazil.)
※ 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.
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.
Postage/shipping fees will be incurred on top of the price of the items displayed on this site, and are as follows:
Unit : JPY
Other than the case described below, customers are understood to agree to the shipping price stated at the time of check out.
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.
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.
No, we do not.
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 items are pre-order or not in stock, 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 there may be delays in delivery according to geographical area, traffic and weather conditions, custom clearance procedures, and stock availability.
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.
Although you can change your default delivery address in your account settings, you cannot change the delivery address of any existing orders. Also, 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.
You cannot add items to or combine orders once an order has been confirmed. In the case of an urgent change, please contact us.
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 here. Please note that if you are using International ePacket or ePacket Light, tracking is not supported or may take a long time to update in some areas. For more information see here (International ePacket) and here (ePacket Light).
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.
'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 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.
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.
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 directly.
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. 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 extreme cases, back-order items can take one or two months to arrive. If you are concerned about your order, please contact us.
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.
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 extreme 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 in advance. 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.
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, and because we do not offer support regarding applying for lotteries, or check lottery application deadlines when processing our stock and shipping queue. We also 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. Also, 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.