Frequently Asked Questions Regarding the Coronavirus Situation

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With the ever-changing global situation, we are receiving a large number of queries from our customers regarding their shipments and orders. We hope to provide our fellow hobbyists with current, accessible information regarding our situation during this global crisis.

 

 

Is it possible to extend the time in my Private Warehouse?

We know that many of our fellow hobbyists are affected by the Coronavirus and lockdowns, and we are more than willing to work with you regarding your individual situation. Please contact us and one of our friendly Customer Service Representatives will do their best to accommodate you.

UPDATE: The Automated Shipping Process for Private Warehouse orders has been temporarily switched off.

 Are you still Shipping Orders? 

Yes we are!

Orders are still being packed and prepared for shipping at our main warehouse, with packages leaving daily via the Japan Post Office and our courier partner DHL. Please note that some shipping methods are currently not enabled for some countries, as our shipping partners are operating on revised schedules. 

UPDATE: (March 31) Temporary Stoppage of Service for FedEx Economy Packages

UPDATE: (April 1) Japan Post has announced a Temporary suspension of acceptance and delivery delays of certain mail items destined to various countries/territories

We are currently working hard to make additional shipping options available to fill the gaps left by these changes. Please refer to our Revised Shipping Methods by Country.

 >>NEW<<What will happen to my order that has already shipped?

Any order that has already been shipped should still make its way to you, although it may take longer than usual to arrive. In the unlikely event that your package is returned to us, we will get in touch with you right away and work with you to reach a fair resolution.

Are you taking any measures when handling the orders?

Yes we are!

We are not taking any chances and are ensuring that all of our staff are adhering to an even higher standard of hygiene and cleanliness. All of your products are kept in a safe environment and we will continue to ship them out to you efficiently and carefully.

Will my package be infected with Coronavirus

The short answer is no. However, we understand your concerns completely, and if you would like to find out more, please read the following:

WHO Q&A on COVID-19

Will my items be delayed?

Although packages are still leaving our warehouse as usual, external factors such as tightened customs scrutiny, as well as government lockdowns may affect the delivery times. We will continue to monitor the situation very closely and provide updates where possible. 

I'm worried about the Coronavirus. Can I cancel my preorder?

As stated within our terms and conditions, we are always willing to accept cancellations of all or part of an order at any time prior to billing within reason. Please understand that cancellations are permanent and cancelled items or orders cannot be reinstated. 

 

  

We hope that everyone stays safe during these unsettling times, and follows the suggestions, rules, and regulations put forth by your local authorities.

We will keep the information on this page updated as it becomes prevalent, and if you have a concern that is not addressed here, please do not hesitate to contact us as we are always happy to help!

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