Last Updated: May 22, 2023
If you cannot find answers to your questions, please contact us by submitting a ticket using the help icon on the bottom right side of this page.
- When is the cut-off time for placing orders?
The Natsume Store processes orders at 8:00AM Pacific Time, and most orders are shipped within 2-3 following business days. Orders may be delayed an additional 2-3 business days during new release periods or busy holiday seasons. Our fulfillment center will always process your orders as soon as possible.
- I moved or entered the wrong address. Can I change it before the order ships?
For pre-ordered items, we are able to edit or change addresses up to 10 business days prior to the item's release. However, orders for in-stock items are sent directly to our warehouse and are processed immediately. Be sure your address is accurate before placing your order! Incorrect addresses may result in delays or order cancellations.
We process pre-ordered items about 5 days before the release date. Please note that you are not guaranteed to receive pre-ordered item on release date due to the unpredictability of shipping transit time. If the pre-ordered item’s release date has been changed or delayed, we will update the product page with the new information immediately.
- My order included both In-Stock items and a Pre-Ordered item. When will my order ship?
Orders that include both In-Stock items and Pre-Ordered items will be shipped when all items are In-Stock. For example, if you place an order in August with items currently In-Stock, and a Pre-Order for an item that releases in December, your order will ship in December when all items are available. If you would like to receive your In-Stock items as soon as possible, we recommend placing your Pre-Order via a separate order.
- When will I be charged for my pre-ordered item?
All orders will be charged at the time of purchase, including orders which include any pre-ordered items. Any orders that contain in-stock items and pre-ordered items will be shipped when all items are in-stock.
- I changed my mind about a pre-ordered item. Can I cancel it?
In order to better streamline our production schedule, please understand pre-orders cannot be cancelled after 3 business days. If you need to update your shipping address, please make sure to contact us as soon as possible or at least 10 business days prior to a title's release date. Orders are sent to our fulfillment center immediately for preparation, so we are unable to modify an order once its placed. Thank you for your cooperation and understanding.
- Where do you ship?
Currently, the Natsume Store can only ship orders to United States, Canada, and Mexico. We sincerely apologize for any inconvenience this may cause.
- What shipping options are available?
The Natsume Store offers standard shipping via USPS and FedEx. Each shipping fee will be based on the weight of the order and the shipping destination. For optimal shipping, our warehouse may ship your order with a different carrier. We also offer First Class International and Priority Mail International shipping for our international customers.
- How do I know my order was shipped?
You will receive an email notification to the email address you provided once your order has shipped. You will receive the tracking number for your order as well.
- I've moved since my pre-order was placed. What should I do?
Please contact us ASAP with your new address so we can request our warehouse to update your address on your original order. You should also login to your profile and update your shipping address information so that future orders will be correct.
- What does each shipping method term mean?
UPS Ground: Customers in the United States can expect to receive orders within 4-6 business days. Depending on your address, our fulfillment center may ship with FedEx. For noncontiguous states and territories, (Alaska, Hawaii, Puerto Rico, the US Virgin Islands, and Guam) orders will ship with USPS or its partner carriers.
USPS Parcel Select Ground: Most US customers will receive orders within 4-6 business days.
First Class International and Priority Mail International services are available for international customers. In some cases, your package may ship with different carrier like FedEx.
** International orders may be subject to additional import, duties, VAT, and tax fee. Customer is fully responsible for this charge at time of delivery, as we do not collect this fee at checkout.
** If an international customer refuses to pay duties/taxes at time of delivery attempt, the package will be abandoned and destroyed in customs. In such cases, the package won't be returned to sender, so the customer will not be refunded. **
- What payment methods do you accept?
The Natsume Store accepts VISA, MasterCard, Discover, and American Express. If you are using a Prepaid card, please make sure that you have the necessary funds and your proper information registered to the card before using it for purchases. We do not accept personal checks or cash.
- Will I be charged when I place my pre-order?
Payments for pre-orders are taken at the time of purchase. We try to ship all pre-orders within 4-12 weeks after the order is placed. Please refer to the Pre-Order page for shipping date estimate.