Store Policy & Rules

Please read our Store Policy & Rules
The most important Q&A, Rules, Policy will be published here.

 

Return & Exchange

We do not accept any reason for return/exchanges with the products. Since all animation and game products are identified as collections, we cannot do anything about returned goods.

Usually, hand-made products with minor flaws and changes are normal situations. If your product has serious quality problems or is damaged during transportation, please email us in time and we will be happy to help you solve it within 7 days.

We do not accept returns on these products below:

  • Sale items
  • Gift cards
  • Pre-Order Items


Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Store Terms & Rules

Confirm Information: Before you are making the payment, please Traveler confirm the order information is correct. (The item you would like to purchase, inventory status, shipping name, contact information, shipping address, etc.)

Revise/Change Information: After you made the payment if Traveler needs to change any information of the order. Please send an email to service@acg-go.com to change your shipping information, remember to include the order number.

In Stock Product Shipping Timeline: Will be shipped in 3-5 business days after purchase.  

Pre-Order Product Shipping Timeline: Due to the influences of the COVID-19 pandemic, international transportations, and the low efficiency of customs and clearance, the actual shipping date may defer to the estimated shipping date. The actual shipping date is according to the product's actual arrival in stock time, which may possibly be delayed. If Traveler purchased the Genshin Impact pre-order items, you could use this Genshin Impact Shipping Schedule for tracking the progress.   

About Shipping Time: In the same order, we will ship out all items according to the last estimated shipping time. If there are some products in the orders that will release too late, we recommend Travelers separate them into several orders, or we will ship them as one package by the last shipping date of this order’s products. (In case of special circumstances such as holidays, such as the National Day, the Christmas, the New Year, the Spring Festival, etc., please refer to the store holiday announcement.)

About Split Order: If there is a delayed arrival of pre-sale goods in the same order, the spot goods will be shipped separately. The specific content of the split-order shipment can be viewed in the order information attached to the package. There will be no additional charge for split-order delivery.

About Return and Exchange: Regarding return and exchange: If it is not a quality problem, returns and exchanges are not accepted. If the express packaging is damaged, please contact the shipping carrier (USPS/UPS). If you need help with contacting the shipping carrier, you could send an email to us for assistance. (service@acg-go.com)

About Shipping

General Shipping Info

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

Customers make the payments for the reservation first, and the products will be shipped to the U.S. and 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 be sold 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 the goods to you from the nearest warehouse. Stocked products will be shipped within 1-3 working days. The pre-ordered products will be sent out within 2-5 working days once the goods have arrived at the warehouse.

Because international shipping is sometimes difficult to guarantee, we will try our best to ensure the completeness of the products you receive. However, sometimes we encounter violent transportation by the delivery company. The product packaging is designed for protecting 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 make claims.

If your product itself is damaged, please contact us in time and we will assist you to claim the damage from the shipping company. And we send you a new product for a return soon. (If the product still left in stock)

About Pre-Order

What is Pre-Order?

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

Customers make the payments for the reservation first, and the products will be shipped to the U.S. and 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 be sold out. The price at the pre-order stage is usually the lowest.

Why my item does not ship after estimated shipping date?

Due to many unstable factors, the expected delivery date is not 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-Order cannot apply for cancellation, and the pre-order full price is also NON-REFUNDABLE, but the shipping fee is refundable. Since once ACG Go receives your order, we will immediately place an order with the copyright owner or manufacturer of the product. Once we place an order, the owner or manufacturer does not allow cancellation either.

If you are experiencing a special situation or financial difficulties, you could 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. When 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 about that if you receive a cancellation email from us. You may be experiencing the following situations:

1. Due to a huge amount of over-reserving, the manufacturer/copyright party closed the pre-sale in advance.
2. Due to the difficulties encountered in production, the quality of the product is difficult to guarantee, or the final product does not meet the expected quality. Since 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. The reservation situation of this product is not ideal all over the world, the reserved quantity is too low. The factory/copyright owner has to give up 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, all costs will be refunded.

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!

  • Website System Upgrade Announcement

    Website System Upgrade Announcement

    Hello our valuable customers,   ACG Go Anime has started to upgrade the website system for the online shopping experience. We will add more convenient and powerful features to serve...

    Website System Upgrade Announcement

    Hello our valuable customers,   ACG Go Anime has started to upgrade the website system for the online shopping experience. We will add more convenient and powerful features to serve...

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