Terms and conditions

By using this website and placing orders, you are agreeing to the following terms and conditions. Please read them carefully before using your account.

I. Products

Anime Export cannot compensate economically for orders that are cancelled for shortage stocks, delays in release dates or manufacturer cancellations

1. Preorders Items

These are items which we are able to ship once they are released, as per contract with the manufacturer.

2. Stock Items

As the title states, Stock items are items we have in stock and we are able to ship them immediately.

3. Special Items

Special items are usually listed individually and are sold on a first come, first serve basis. The customer should read the information provided on the product page, where it can check the condition of the item, before ordering it. Please note that until the transaction with Paypal is not finalized, the item is still available, so only the person who pays first gets the item.

4. Inquiry for a sold out items

After an item gets sold out, you still can ask us to order a few more. In that case, we will ask the manufacturer to get extra items. Feel free to inquiry us but note that there is little chance that it is possible. Also, note these conditions before inquiry us:

  • Bandai never provide extra items. If the item you want to inquire for is sold by Bandai, there is no way we can get extra for you.
  • If the release date of the item is over, we will not be able to get extra pieces for you.
  • Please message us with the exact quantity you want to order.
  • If we manage to get some extra pieces for you, we will add them to your order list and require you to pay for them right away. We will not accept cancellation on that kind of order.

II. Orders

1. Placing orders

When you place an order with AE, you will be able to choose to pay the order now or to pay the order at the release. However, this last option will not be available for special items.

Please note that before choosing one of these two options, your order is not secured and can be automatically cancelled if the item becomes sold out.

2. Pay later option

By choosing this option, you will be able to pay at the release of the product. The order must be paid within 7 days after the release of the product.
Please understand that if an order remains unpaid after that delay, we will cancel the order and we won't be able to accept further Pay Later pre-order from your account.

3. Cancelling an order

We accept order cancellation for preorder items for free before the deadline date.

After the preorder deadline but before the release of the product, we will refund 80% of the price.

After the release of the product we will not accept order cancellation.

4. About keeping an order

We can keep your order in our warehouse until 6 months after the release of the item. If you want us to keep your order longer, please inform us about it.

*If the order is more than 6 months old and without any information from the customer, it may happen that we don't have the item in stock anymore. In that case and unless you can prove that you actually contacted us about it, there will be no refund provided.

*If for any reason you want us to keep your order over 6 months, please inform us.

5. Payments

Payments are made from the Paypal website. You don't need any Paypal account to pay. Please contact us if you have trouble for the payment.

III. Shipments & Returns

1. Shipping request

You can request a shipment of the item at any time after you paid for an order and after the item is in stock.
By doing this, you will be able to ship many of your orders at the same time.
*If for any reason you want us to keep your packed shipment over 3 months, please inform us.

2. Shipping method

After you request a shipment, we will send you the shipping cost for fast shipment and economy shipment. Depending on the country to ship, the shipping method may be different. Please feel free to ask us details about the shipping method or request us to ship with a specific method. Please note the following:

  • We never send shipping costs for Surface shipment unless the customer requests it or if it is the only available method to your country
  • We only ship by Japan Post or DHL
  • If there is no way to ship to your country at the moment, we can hold your order for free until another method reopens. Feel free to contact us for more information.

IMPORTANT: Surface shipment usually takes 3 or 4 months to deliver, sometime more. However it doesn't present more risk of lost parcels than any other method. If you select this option, please understand that we won't accept any complaits regarding the delivery delay. Sometimes, Surface is the only available method to ship to your country. Please make sure to check what methods are available to your country BEFORE placing an order. This information can be checked here. We won't accept order cancellation because Surface is the only method available to your country.

3. Damaged items

If the package you receive is damaged due to the transportation, please report it to the carrier at the time you pick up your package. Nothing can be done after that time.
The carrier will be able to provide a refund up to the declared value of the package.
Please understand that we won't be able to take responsability and pay for any neglet from the transporter. Please make a claim to the carrier directly.
If you believe that the damage is our fault or the manufacturer's fault, please contact us right away and send us the photos of the damage.

4. Order not shipped or delayed

If you notice that we take more than 2 business days to ship your order despite that you requested a shipment, please check the following:

  • Please check if you country is available for Japan Post delivery: Check this information here.
  • If your order is more than 6 months old the item might not be available anymore. We might refuse to provide a refund in case you did not explicitly ask us to keep your order for more than 6 months with a good reason (worldwide pandemic; etc...)
  • If your order contains a very large quantity of products, we can take up to a week to prepare it.

After checking this, please contact us to know about the situation and we will do our best to find a solution.

5. Returns

1. Delivery Failure: In the event that your parcel is undeliverable due to reasons such as absence or incomplete address, the postal service may hold your parcel for a limited time before returning it to us. If your parcel is returned to us, we will contact you to discuss available options.

2. Responsibility for Return: If the reason for the return is due to an error on your part, such as an incomplete or incorrect address, you will be responsible for the reshipment costs. Alternatively, we may offer to cancel your order and refund 80% of the order price. If the return is due to an error on our part, such as an incorrect address or a mistake during shipping, we will be responsible for the reshipment costs or will provide a full refund.
*Please ensure that the email address registered with your account is up-to-date to ensure that you receive all our communications regarding the return of your parcel.

IMPORTANT: Once your parcel leaves our warehouse, we are not liable for it anymore. We rely on the postal service to deliver your parcel, and depending on your country, the quality of their service may vary. We recommend that you frequently check the tracking number provided and ensure that you are available to receive your parcel. It is also your responsibility to communicate with your local post office, arrange for delivery, and pay for any applicable customs fees.

IV. Retailer Account

1. Accounts: In order to use the services offered by Anime Export, each individual may create one account only. Creation of multiple accounts by the same individual is strictly prohibited.

2. Fake Accounts: Anime Export has a zero-tolerance policy towards fake accounts. If we suspect that an account is fake, we reserve the right to close it and cancel any associated orders.

3. Account Information: You are solely responsible for the accuracy and completeness of the information you provide while creating and maintaining your account with Anime Export. You agree to promptly update your account information in case of any changes.

4. Account Security: You are responsible for maintaining the confidentiality of your account login credentials, and any activities performed through your account. You agree to immediately notify Anime Export if you suspect any unauthorized access or use of your account.

V. Wholesaler Account

1. Becoming a wholesaler with Anime-Export

In order to become a wholesaler with Anime-Export, please contact us on our email address.

First of all in order to open a wholesale account we need our customers to put up a JPY 50,000 deposit. This deposit will be kept on PayPal and of course will be returned to you if you decide to close the account. Please note that if you decide to close the account and open orders are still on, the deposit will be used to cover for those.

2. Wholesaler benefits

  • Higher discount on most of the items (except special items)
  • Paying for the items at the release and not at the preorder like we request to regular account holders.
  • Placing orders for a number of items higher than the one allowed on the website (for example if the order limit for regular customers is 3 you will be able to order 12, 24. The maximum quantity for wholesalers is determined item by item anyway)

3. About orders cut

Please note that some brands (esp. Bandai) are used to cut the ordered quantity for wholesalers depending on their production quapacity. We allows our wholesaler customers to place order for the quantity they want, but it may happens that the manufacturer decides to not provide the quantity you ordered (a minimum of one item per person is guaranteed anyway).
The decision from the manufacturer is very random and changes for each item as it depends on the production capacity. Sometimes you may receive only one item, or all what you ordered. We can’t give you more information about the quantity you are actually gonna receive until the release of the item. Please understand and remain friendly even if you couldn't get the quantity you expected.
*We strongly advice you not to pre-sale products to your customers before we can confirm the quantity that you will actually receive.
*Please do not order more than what you really need. It will not give you more chances to get the quantity you want. Moreover, if by chance we receive all what you ordered, you will be asked to pay all.

IMPORTANT: Please understand that while we would prefer to sell you the quantity you desire, order cuts are not under our control. We ask for your professionalism, respect, and understanding in this matter. Any unprofessional, disrespectful, or insulting behavior because you could not obtain the quantity you hoped for will not allow you to receive higher quantities.

VI. Customer support

Our customer support is available from monday to friday, during the office hours of Anime-Export, from 10am to 6pm (Japan time).

Our customer support is available in English, French, Chinese, Italian and Japanese. However, depending on our staff availability, in some cases we may reply to you in english.

You can reach us by email at:
info@anime-export.com

Feel free to contact us if you have any question about the above terms and conditions!

IMPORTANT: Please make sure that the email address registered on your account is always valid. In case of problem, we will contact you on this email address.

Last revision: 2023-02-10

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