Cancellation policy
Pre-Order & Cancellation Policy
This Purchase Options & Cancellation Policy applies to all purchases made through ACG Go Anime, including in-stock items, full-payment pre-orders, deposit pre-orders (special purchase option), and pickup orders placed on our official online store (https://acg-go.com) as well as through any third-party sales platforms and commerce integrations, including Shop App, social media channels (Facebook, Meta Shop, Instagram, TikTok Shop, etc.), external sales marketplaces, and live streaming shops. By placing an order, the customer agrees to be bound by this policy and by the Terms of Service.
Customers acknowledge that product availability, preorder status, estimated release dates, payment structures, cancellation limitations, and policy disclosures may be displayed differently across third-party platforms and integrations. Certain platforms may not fully display preorder notices, estimated timelines, split-payment structures, or refund limitations in the same format as the official ACG Go website.
By placing an order through any platform, customers acknowledge and agree that they are responsible for reviewing all linked product information and applicable store policies prior to purchase, and agree to be bound by all policies published by ACG Go Anime regardless of platform-specific interface limitations or display differences.
1. Subscriptions
ACG Go does not offer subscription-based purchases.
We do not currently offer subscription purchases.
2. Try-Before-You-Buy
ACG Go does not offer try-before-you-buy options.
We do not offer try-before-you-buy purchases.
3. Pre-Order Purchases
3.1 What Are Pre-orders
Pre-orders allow customers to reserve products that are not yet in stock. These items will ship once they arrive at our warehouse.
3.2 Two-Stage Payment Structure (Deposit Pre-orders)
First Payment
(Deposit + Taxes + Shipping Fees, if applicable)
When placing a deposit pre-order:
- You will pay a non-refundable deposit, plus applicable taxes and shipping fees.
- Your order page will display the total price, which consists of:
- First Payment: Deposit
- Second Payment: Remaining Balance
- Your payment method will be securely stored as a card on file for automatic processing of the remaining balance.
Second Payment
(Remaining Balance)
- ACG Go may charge the remaining balance at any time between the product entering production (produced) and becoming ready to ship.
- By placing a pre-order, you authorize ACG Go to automatically charge your saved payment method at any point within this timeframe without additional notice or consent.
- Once the remaining balance is successfully charged, your order will be processed and shipped according to our Shipping Policy.
3.3 Additional International Shipping Fee (Rare Circumstances)
Our product price and remaining balance are fixed and will not change after your order is placed.
However, in rare cases where the manufacturer’s final packaging dimensions significantly exceed standard sizes—such as boxes exceeding 20 inches on all sides—international shipping costs may increase substantially.
In such cases, ACG Go reserves the right to charge an additional shipping fee. These situations apply to fewer than 10% of products.
4. Payment Authorization
By placing a pre-order, you agree that:
- ACG Go is authorized to store and charge your payment method for the remaining balance.
- ACG Go may process the charge without additional notice.
- You are responsible for maintaining an active, valid payment method.
- Any delays or issues caused by an invalid payment method are the customer’s responsibility.
This constitutes a legally binding pre-authorized payment agreement.
5. Failure to Pay Remaining Balance
5.1 If the Remaining Balance Charge Fails
If your stored payment method fails (declined, expired, invalid, etc.):
- ACG Go will send an invoice to your order email.
- You must manually complete the payment within 15 days.
5.2 If You Do Not Pay Within 15 Days
Failure to complete payment within the 15-day window will be considered order abandonment.
Consequences:
- Your order will be automatically canceled.
- Your deposit will be forfeited and will not be refunded.
- No exceptions will be made once the abandonment window has passed.
6. Cancellation Policy
6.1 Deposit Pre-orders
- Customers may cancel at any time.
- The deposit is strictly non-refundable under all circumstances.
- Any paid remaining balance may be refunded if the order has not yet shipped.
- Once shipped, deposit pre-orders cannot be canceled.
6.2 Full-Payment Pre-orders
Full-payment pre-orders are FINAL SALE.
- They cannot be canceled or refunded.
- If a customer insists on canceling before shipment:
- Product price will NOT be refunded.
- Taxes and shipping fees may be refunded.
6.3 In-Stock Products
All in-stock purchases are FINAL SALE and cannot be canceled once the order is placed.
7. Non-Acceptable Reasons for Cancellation
The following reasons do not qualify for cancellation or refund, including but not limited to:
- Choosing the wrong size for apparel
- Disliking the product after purchase
- Purchasing the wrong style, edition, or variant
- Failure to review release dates or shipping timelines
- Being unable to use the item as a gift due to timing
- Any reason based on personal preference, mistake, or change of mind
Personal preference or change of mind does not constitute a valid ground for cancellation.
8. Store-Initiated Cancellations
ACG Go may cancel an order (with full refund) if:
- The manufacturer reduces available quantities
- The product fails quality inspection
- International shipment results in damaged or insufficient inventory
- The item fails customs clearance or is impacted by regulatory conditions
9. Chargeback & Dispute Policy (Strict Enforcement)
9.1 Chargeback Abuse
ACG Go actively disputes all invalid, fraudulent, or abusive chargebacks.
9.2 Financial Liability
If a customer files an invalid chargeback, ACG Go may invoice the customer for:
- Product loss
- Shipping and logistical costs
- Payment processor fees
- Administrative fees
- Legal fees
- Any additional damages resulting from the dispute
This invoice represents a legally enforceable debt.
9.3 Outstanding Debt
If a chargeback results in financial loss to ACG Go:
- The customer will be billed for the full amount of the loss.
- ACG Go may assign the debt to a collections agency if unpaid.
- The customer is responsible for all associated fees.
9.4 Future Order Restrictions
Customers who engage in chargeback abuse may:
- Have their ability to place future orders restricted or permanently revoked
- Be denied access to store promotions, pre-orders, or account privileges
ACG Go reserves the right to refuse service.
10. Pickup Order Policy
10.1 Pickup Window
For fully paid pickup orders that are marked ready for pickup, customers must collect their order within 30 days.
10.2 Unclaimed Orders
If the order is not picked up within the 30-day window:
- The order will be automatically canceled
- No refunds will be issued
- The order becomes final sale after the pickup window closes
10.3 Store Credit (Case-by-Case Consideration)
Customers may request store credit after an unclaimed order is canceled.
- Store credit is not guaranteed
- Requests are reviewed case-by-case
- Approval is solely at ACG Go’s discretion
10.4 Requesting a Pickup Extension
If you need to pick up later than 30 days:
- You must contact customer service at least 7 days before the pickup deadline
- Extensions are not guaranteed and may be approved or denied at ACG Go’s discretion
11. Agreement to Terms
By placing an order with ACG Go Anime, you acknowledge that you have read, understood, and agreed to all terms listed in this Purchase Options & Cancellation Policy.