Pre-Orders, Shipping, and Payments
Last Updated: November 16, 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. We respond to all tickets within 1-3 business days.
ATTN: INTERNATIONAL ORDERS
-
International orders may be subject to additional import duties, VAT, and tax fees. Customers are fully responsible for these charges at the time of delivery, as we don't collect them during checkout.
-
If an international customer refuses to pay duties/taxes at the time of delivery, the package will be abandoned and destroyed in customs. In such cases, no refunds will be issued.
-
Please note international orders have additional processing time of 3-5 business days, and most international orders are delivered within 7-21 business days. However, in some cases, shipping can take up to 45 business days depending on the country and customs clearing time. We kindly ask international customers for their patience as their package makes its way to you.
-
IMPORTANT: Use only the English alphabet for your name and shipping address. Avoid diacritics (accent marks) or special characters. We will not be responsible for delays or delivery issues caused by address format errors. Example: Do not use characters like á, é, í, ó, ú, ü, etc. Instead, use the corresponding English characters: a, e, i, o, u, u. Thank you!
-
Video games sold on natsumestore.com are in NTSC format and may not be compatible in countries outside of the United States (US), Canada (CA), and Mexico (MX). To prevent compatibility issues, The Natsume Store does not allow international checkout for video games or bundles to countries other than US, CA, and MX. If you are an international customer located outside of CA or MX, please consider purchasing our officially licensed merchandise (MD), including apparel, cards, collectibles, and plushies.
SHIPPING TIME
Q: When is the cut-off time for placing orders?
A: Orders are processed at 8:00 AM Pacific Time. Most orders ship within 2-3 business days, but during new release periods or busy holidays, there may be additional delays. Our fulfillment center will strive to process your orders as quickly as possible.
Q: Can I change my shipping address if I've moved or entered the wrong one?
A: For pre-ordered items, address changes are possible up to 7 business days before the item's release. In-stock items, however, are sent directly to our warehouse and processed immediately. Please ensure your address is accurate before placing your order to avoid delays or cancellations.
Q: Where do you ship?
A: Currently, we ship orders to the United States, Canada, United Kingdom, Mexico, and parts of Asia (Malaysia, Singapore, Hong Kong, South Korea). If your country isn't listed and you want us to consider shipping there, please contact us with your request.
Q: What shipping options are available?
A: We offer standard shipping via USPS and FedEx, with fees based on order weight and destination. For international customers, we provide First Class International and Priority Mail International options. Our warehouse may choose the best carrier for optimal shipping.
Q: How long does shipping take?
A: Currently, we only offer standard mail service, and we do not provide expedited or express shipping options at this time. Our processing time is generally 1-2 business days (3-5 business days for international orders). After processing, most packages arrive within 3-10 business days for orders within the US and 7-21 business days for international orders. Please note that in some special cases, packages may experience further delays. If you do not see tracking updates after 10 business days, please contact us, and we will be happy to assist you further.
Q: How do I know my order has shipped?
A: You'll receive an email notification to the address provided, including your order's tracking number.
Q: I've moved since my pre-order was placed. What should I do?
A: Contact us immediately with your new address, and we'll request our warehouse to update it on your original order. Also, update your shipping address in your profile for future orders.
PRE-ORDERED ITEMS
Q: When do you process pre-ordered items?
A: Pre-ordered items are typically processed about 5 days before their release date. Please note we do not guarantee delivery on the release date due to unpredictable shipping transit times. Any changes or delays in release dates will be promptly updated on the product page.
Q: If my order includes both In-Stock and Pre-Ordered items, when will it ship?
A: Orders with both In-Stock and Pre-Ordered items will be shipped when all items are In-Stock. If you want to receive your In-Stock items sooner, consider placing a separate order for Pre-Ordered items.
Q: When will I be charged for my pre-ordered item?
A: All orders, including those with pre-ordered items, are charged at the time of purchase. Orders with a mix of in-stock and pre-ordered items will ship when everything is available.
Q: Can I cancel a pre-ordered item?
A: To streamline our production schedule, pre-orders can't be canceled after 3 business days. If you need to update your shipping address, please do so as soon as possible, preferably at least 10 business days before a title's release date. Orders are sent to our fulfillment center immediately upon placement and can't be modified afterward.
PAYMENTS
Q: What payment methods do you accept?
A: We accept VISA, MasterCard, Discover, and American Express. If you use a prepaid card, ensure it has sufficient funds and correct information registered before making a purchase. We do not accept personal checks or cash.
Q: Will I be charged when I place my pre-order?
A: Payments for pre-orders are taken at the time of purchase. We aim to ship pre-orders within 4-12 weeks after the order is placed. Please refer to the Pre-Order page for shipping date estimates.