Store Policy & Rules

General Shipping Info

In Japan and China, most new products are pre-ordered in advance.

Customers make a payment to guarantee a product reservation first, then the products will be shipped to the U.S. and and additional unit are sold later. Generally, ACG Go will pre-order more in stock for most products, but we highly recommend you do pre-order as possible as you can, otherwise, the product may sell out. The price at the pre-order stage is usually the lowest.

Shipping Time

Since ACG Go is currently only registered in China and the United States, we will ship to you from the nearest warehouse. In stock products will be shipped within 1-3 business days. Preorder products will be sent out within 2-5 business days once the goods have arrived at the warehouse.

Because international shipping is difficult to guarantee, we will try our best to ensure that your products arrive intact. However, sometimes packaging can be damaged during transportation by the delivery company. The product packaging is designed to protect the product. If the product is not damaged, slight wrinkles on the product packaging are normal situations, and the delivery company and insurance will not accept claims.

If your product itself is damaged, please contact us as soon as possible and we will assist you to file a claim for the damage from the shipping company and work to send you a replacement item, if the item is still available. 

What is Pre-Order?

In Japan and China, most new products are pre-ordered in advance.

Customers make a payment to guarantee a product reservation first, then the products will be shipped to the U.S. and and additional unit are sold later. Generally, ACG Go will pre-order more in stock for most products, but we highly recommend you do pre-order as possible as you can, otherwise, the product may sell out. The price at the pre-order stage is usually the lowest.

Why has my item not shipped after estimated shipping date?

Due to many factors, the expected delivery date is not always accurate, but we will try to estimate a date for reference.

Delivery may be delayed due to delays in factory production, flight delays, importing customs clearance traffic, etc. Our estimated date is based on the approximate production date given by the factory, plus the average delivery, inspection, and clearance time. If your product encounters a special situation, we will let you know by sending a communication email. If you do not receive special notice, that means the production and transportation of the product are running as usual.

Can Pre-order be Cancelled?

Unfortunately, Pre-Orders cannot be cancelled, and the full price of the pre-order is also NON-REFUNDABLE, however the shipping fee is refundable. Once ACG Go receives your order, we will immediately place an order with the copyright owner or manufacturer of the product. After we place an order, the owner or manufacturer does not allow cancellation either.

If you are experiencing financial difficulties, you can send an email to our service team to request for cancellation. We care about our customers very much, however, we will make the final decision based on your current situation and the product information. If your reservation cancellation application is approved, we can refund you up to 40%-60% of the amount you have purchased.

Why was my Pre-Order cancelled?

We are so sorry if you receive a cancellation email from us. Your order may be experiencing the following situations:

1. Due to a high demand of a limited quantity item, the manufacturer/copyright party closed the pre-sale in advance.
2. Due to difficulties encountered in production, the quality of the product is difficult to guarantee, or the final product does not meet the expected quality. If only a small number of products pass the quality inspection, we will cancel the last few orders and follow the first-come-first-served rule.
3. There are too few preorders for the item and the factory/copyright owner has to cancel production.
4. The product has not passed the inspection of the U.S. tax and customs.
5. The product was accidentally damaged during the international transportation, and the stock quantity is insufficient. We will cancel the subsequent orders in the order of first come first.

If your order is canceled by ACG Go for any of the listed reasons, all costs will be refunded.

Pre-Order Deposits

Pre-Order items can be reserved with a 50% deposit for domestic orders only. International Orders must be paid for in full at the time of ordering. Once we receive the Pre-Order items, we will send an invoice to the email provided for the remaining amount of your order that must be paid within 15 days. The final payment must be made before we ship out your items. If the remaining balance is not paid within 15 days, your order will be cancelled without a refund as we have limited space in our warehouse. 

How does Pre-Order Work?

1. Customer purchase the full price of the pre-order item.
   2. Get a confirmation email from us of the item you reserved. The estimated shipping date will show on the both pre-order item page and confirmation email.
   3. Wait until the shipping day. (We will ship the item as soon as we receive it)
   4. Item shipped. (You will receive a notification email once we shipped the item)
   5. Receive and enjoy your collection!