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Need Help?
To Our First Time Customers
Shopping Guide
Shopping Procedures
About Shipping
Shopping Policy
Point System
About Copyright
About Stock Status
About Link on Your Site
About Us
Find Your Answer Here!!
Desperate? Confused? Troubled? Compliments? M@il US!
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HELP
ME!!!
Membership:
Orders:
Payment:
Shipping:
Products:
Miscellaneous:
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Q.
Do I need to register as a member before I place an
order? |
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A.
Yes! If you want
to order anything please register as a member
first. Once you register, all you need to do is fill in your user
ID (your e-mail address) and your password to login the next time
you want to place an order.
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Q.
Does
membership registration cost money? |
A.
Membership registration
is FREE! To register click HERE.
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Q.
Am
I a basic or Premier member? |
A.
To check what type
of member you are click HERE.
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Q.
I
want to change my personal data, such as e-mail address and password.
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A.
On the member
information page, you will find the "change your mail address",
"change your password", "change your name", "edit your address book",
and "change your credit card information" options. For security reasons
make sure that ONLY you know your password and make any changes in
your profile yourself.
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Q.
I
forgot my password! |
A.
Please enter your
email address HERE
and click the "submit"
button. Your password will be sent to the e-mail address in your member
profile.
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Q.
Can I check what I've purchased in the past?
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A.
It's very easy
to check your previous orders! Just click HERE and
then on "History of Registered Products". Like magic your previous
orders will appear! For orders placed before December 8, 200 please
click on the button shown.
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Q.
How do I subscribe/unsubscribe to the newsletter? What
are the benefits of subscribing? |
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A.
By subscribing
to the newsletter you are informed about special announcements,
new products, the latest info on news and events re anime and manga
in Japan and often our special giveaways!
You can subscribe
or unsubscribe by logging in and going to your member profile. Then
click on "Change your Newsletter Subscriptions" and click on yes
or no. Remember to use the e-mail address
that you subscribed with!
Hint: If you are using a free e-mail account such as hotmail or Yahoo! you may not be receiving the animaxis newsletter if you have the bulk mailing/spam filter on.
You will need to go into your profile/options and allow mail from news@animaxis.com to be accepted.
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C.
About mail inquiries to order@animaxis.com
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A.
When writing
to order@animaxis.com please make sure that you include your full
name and the order id number for the order you are inquiring
about.
Our kids are
good but they are not mind-readers! Including this information makes
it much easier for them to check on stuff for you!
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Q.
I
placed an order by mistake! How can I cancel it? |
A.
Please note that
once you click the "BUY" button, we do not accept any cancellation
or alteration to the order placed. For more detailed information,
please click HERE.
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Q.
I
haven't received my order confirmation e-mail. |
A.
If you don't receive
your order confirmation e-mail within 24 hours after placing an order,
it is possible that you have registered the wrong e-mail address.
Please write your "registered name", "registered e-mail address" and
"your order request", and mail us at order@animaxis.com
as soon as possible.
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Q.
My
order hasn't arrived! Why is it taking SO long! |
A.
First please check
your order status. To do this click HERE.Then
click on "History of Registered Products".
Also please
consider the following:
* we
may be trying get authorization on your credit card
* your order may include some items that currently out of
stock, in which case we are waiting for delivery from the wholesalers/manufacturers
* we have e-mailed you about your order and are waiting for
you to reply before we proceed with processing your order
* you may have placed your order during an extended public
holiday (i.e. New Year Holiday)
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Q.
The
products were damaged! |
A.
If
your products arrived damaged - please DO NOT throw away the packaging!
We need you to either photograph it or show it as evidence to the
Post Office.
We would like to explain
our product storage and shipping system.
We do
not accept damaged products from our suppliers and we do not send
damaged goods to our customers.
When products arrive
from the wholesalers / manufacturers, the condition of the product
is checked. If we find items that are damaged, or in an unsatisfactory
condition, we immediately ship them back to the wholesalers/ manufacturers
for replacement. When we receive an order from our customer, the
item is checked again, and then packed with care, wrapped securely
(especially if the item is fragile), then dispatched. However boxed
or sealed items are rarely opened.
Shipments by EMS are
actually controlled by the Japanese Ministry of Post and Communication
unlike in other countries, and they try to handle each and every
shipment with care. They try their best to deliver parcels undamaged,
and, due to their efficient tracking system never lose packages.
Another major difference
between EMS and other shipping methods is that when products arrive
at their destination from Japan, EMS can simplify custom checks,
so they can deliver the item as fast and in the best condition possible.
(However depending on the country this does change).
In addition, the people
who are in charge of collecting our parcels are reliable civil servants.
When any damages occur,
we put an insurance claim into EMS.
However, we cannot claim
insurance if we have no proof that the item has been damaged. So
you also need to file a damage report at your local Post office.
Either a representative
from your local post office will visit your home, and photograph
the item and the packaging, or they will request that you bring
the damaged item and the packaging into the post office to be photographed.
Then they will file the damage report.
If the claim is successful
they will cover the cost of shipping the item back to us and we
will send you a replacement.
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Q.
The
item I received was different from the one I ordered.
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A.
We take a lot
of care dispatching orders, however in the rare case that you have
been sent the wrong items please email order@animaxis.com
We will probably request that you mail the product back to us with
a receipt for the cost of the postage, which we will pay you back
for.
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Q.
Can
I return purchased goods? |
A.
Unless
the goods delivered were damaged, or have been shipped by mistake,
we do not accept any return of products. In addition, please be aware
that we do not accept any return of goods if the package, that was
delivered by mistake, has been opened.
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Q.
Why
do you need an explanation if my shipping and billing names/addresses
are different? |
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A.
We don't think
that you are a criminal! We just like to double check that the credit
card user is aware of their card being used!
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Q.
I mailed you this morning, but you haven't replied
yet! Why? |
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A.
Please remember
that we are in Japan and consider the time difference!
Also your query may take a bit longer to investigate, especially
when we have to contact wholesalers and manufacturers and wait for
a reply from them first. So please be patient!
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Q.
Why can't I place my order? |
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A.
Please check
that you have entered in all of your details correctly into your
member profile.
Be careful of
accidentally entering in unnecessary spaces - especially when entering
in your credit card details!!!
Your order may
weigh over your country's package weight limit (usually around 20
kgs, depending on your country).
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Q.
Where has the buy button gone?
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A.
No we didn't
forget it! The buy button automatically disappears when an item
sells out.
Usually the
stock status appears with "sold out", but occasionally if there
is other information it may not appear. If a product sells out we
leave it on the site until we are absolutely sure that we can't
re-stock it. If we can't then we remove the product from the site.
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Q.
Can I combine several of my orders?
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A.
That depends
on what you've ordered. We don't combine reservation in advance
items with normal items because the release dates are different.
There are also
several products, such as coldcast figures and posters that we will
not combine with other items because there is a chance that they
will be damaged.
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Q.
When I placed my order it was in stock, but now you've
sent me an e-mail saying it's out of stock! Why?
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A.
We work on a
first come - first served basis so if someone has ordered the product
before you placed your order, you will be informed that it is out
of stock and your order may take longer to process as we have to
wait for deliveries from our suppliers. In the case that we are
unable to get more stock, we will inform you by e-mail and ask that
you allow us to delete this item from your order and inform you
of the new total. Please e-mail us as soon as possible after receiving
our e-mail, to avoid further delays in your order being shipped.
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Q.
I've already placed my order.....can I add on extra
items? |
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A.
Adding extra
items onto an order that you've already placed can cause confusion
and delays as we try to process your order as soon as we receive
it. It is best to re-order all the items that you want and to cancel
your previous order.
If you really
really REALLY want to add extra items we may charge you extra handling
fees, as your order has to be cancelled from our data base and the
information re-entered manually. Also we have to get re-authorization
on your card and cancel the previous authorization.
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Q.
What
method of payment do you accept? |
A.
We ONLY
accept payment by credit card. For a detailed explanation as to why
we don't accept any other forms of payment, please click HERE.
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Q.
Why
credit card only? |
A.
There are many
good reasons. For a comprehensive explanation click HERE.
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Q.
Which
credit cards can I use? |
A.
We accept Visa
card and Master card.
We are unable to accept debit cards.
If you are unsure about whether your card can be used please check with your bank or credit card company to confirm that your card can be used
for online overseas transactions.
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Q.
What happens if my credit card isn't approved?
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A.
We will e-mail
you as soon as we are unable to get authorization. After you receive
such an e-mail please check the following :
* You
have entered all of your credit card details correctly in your member
profile
* If you have you should check with your credit card company
in case there is a problem
* Your card is able to be used internationally
After you have
found the reason or corrected the mistake please e-mail us as soon
as possible so that we can try again. If we don't receive a reply
from you we usually send you another e-mail (to check that you received
the first one) and if we still don't hear back from you within a
week, we will cancel your order.
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Q.
Name
on card? |
A.
In your member
profile when you are entering your card details the "cardholder's
name" must be your name just as it is written on the card itself.
For example - sometimes people include there middle name or initial
on their credit card only. So if the name on your card is John A.
Smith that's the name we need.
"Cardholder's name" does not mean the type of card or the bank name.
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Q.
Can you mark my order as "Gift" and/or change/place
inside the invoice? |
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A.
We're sorry but
we can't. As we are a company sending you an order for which you
have paid, we are required by law to declare it as such.
Please note however that we DO NOT charge you any Japanese consumption
tax.
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Q.
When do you charge my credit card?
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A.
We authorize
your card before we process your order. However as to when your
card is actually charged depends on both the Japanese credit card
company and your credit card company. Therefore any questions about
when it will appear on your credit card statement should be addressed
to your card company and not to us.
This
process can take between 1 - 2 months.
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Q.
The price in American dollars when I placed my order
is different from the price charged to my credit card account. Why?
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A.
Please remember
that as our prices are in Japanese Yen the exchange rate between
that and the currency in your country fluctuates daily, so the price
listed in your order confirmation e-mail and the price your credit
card is charged with may be slightly different.
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C.
Customs charges |
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A.
You may be charged
customs duty when you receive your package. This charge has nothing
to do with ANIMAXIS so you need to contact your local authorities
to find out what extra charges may be applicable.
Please note that we are not allowed to mark packages with "Gift".
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Q.
Why
EMS only? |
A.
For a comprehensive
explanation click HERE.
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Q.
How can I trace my EMS package?
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A.
First login
to the site and go to "Member profile" and choose "History of Registered
Products". Or click HERE.
Here all of your previous orders are listed. At the end of the row
is the "Track" button. Click here and the information about where
your package is will be shown. You do not need to enter your EMS
number in. It is done automatically.
Alternatively
you can go to the Japan Post Office site
http://www.post.yusei.go.jp/new-eng/ems.htm and check by entering
in your EMS number, which is listed in your shipping confirmation
e-mail.
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Q.
I can't trace my package! |
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A.
First of all
don't panic! The Japanese Post Office site may still be updating!
If the site is unable to trace your package about a week after you
receive your order confirmation e-mail (and you haven't received
the package yet) then please e-mail us at order@animaxis.com
and we will check with the Post office directly.
Please note that ANIMAXIS does not update the information on the
Japanese Post Office site.
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Q.
Where do you ship my order from? Do you ship to my
country? |
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A.
All our orders
are shipped from Japan.
To check if
we ship to your country click HERE
If your country
is not listed then email us at support@animaxis.com.
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Q.
About deliveries |
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A.
ANIMAXIS has
no control over what time your package will be delivered to you.
You need to check with your local Post Office to arrange
a time for delivery.
If there has been an attempted delivery you will definately need
to contact them for if you don't and they can't deliver your package,
it will be returned to us and we will charge you again for shipping
it back to you.
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Q.
Can you restock first press or limited edition items? |
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A.
Sorry but we can't restock these items after they have sold out. After these have sold out we can only restock the normal versions if they become available.
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Q.
How can I order stuff that's not on your site? Do you
do special orders? |
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A.
SORRY!
We are unable to accept special orders at this time!
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Q.
I really want....!!!! |
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A.
Please tell us
what kind of stuff you want - it's important for us to know! Item
requests can be posted in ANIM-ACCESS! : I want THIS TITLE to be
included in the shopping list!!
This forum is regularly checked by our buying section.
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Q.
Can I order cels from you privately or can you show
me the entire range you have? |
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A.
Sorry - no can
do. All purchases must be placed through our system.
And now for a brief explanation of what is involved in placing just
one cel online. A cel is selected by our inhouse cel expert who
researches what character is on the cel, whether it is from a movie,
TV series or OVA and often what episode or scene it is from. From
a range of different factors, such as rarity, pose and expression
of character etc., he places a value on it. He then hands it over
to the net dept, with this information. They weigh and measure the
cel, write a description about it in both English and Japanese,
scan or photograph it and then edit this pic. Finally after all
of this it is put online.
Considering that we've been putting on about 100 - 200 cels a week
- it is impossible for us to process all of the cels we have at
this time.
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Q.
The item I wanted to order has disappeared from the
site! Why? |
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A.
It's most likely
that we are have been unable to restock this item and have taken
it off the site. Although please be careful that you have entered
the correct information in your search first!
"Reservation
in Advance" items have a deadline for placing orders and when this
deadline is past, the item is removed.
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Q.
Can I play Japanese DVDs and videos?
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A.
All Japanese
videos are NTSC system. Unless stated otherwise in the product description,
all videos are in Japanese language only.
DVDs from Japan
can only be played on Code 2 compatible equipment. Please check
that you DVD equipment is suitable before ordering. As with the
videos, DVDs are in Japanese language only, unless stated otherwise.
Countries and
DVD Codes:
* Code
0 : All areas of the world (although NTSC and PAL still different)
* Code 1 : Canada & U.S.A.
* Code 2 : Japan (NTSC), Europe, South Africa, Middle East
* Code 3 : Southeast Asia, East Asia, Hong Kong
* Code 4 : Australia, New Zealand, Pacific Islands, Central
America, Mexico, South America, Caribbean
* Code 5 : Former Soviet Union, Indian Subcontinent, Africa,
North Korea, Mongolia
* Code 6 : China
* Code 7 : (no country assigned)
* Code 8 : Special International (airplanes, cruise ships
etc)
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Q.
Can I install Japanese CDROMS or software onto my computer?
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A.
Usually your
computer needs to have a Japanese OS or at least software that can
read Japanese installed before you can install Japanese software.
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Q.
Are your DVDs/videos/manga in English or just Japanese?
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A.
All of our products,
coming directly from Japanese wholesalers and manufacturers in Japan
are in Japanese language. If there is content included in another
language this will be mentioned in the product description, which
appears with each product that we have online in our store.
Japanese.=this item is only in Japanese.
English/Japanese.=item is in English
and Japanese.
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Q.
Do you sell wholesale?
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A.
ANIMAXIS is a retail store and we are unable to offer a wholesale service at this time.
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Q.
I
still don't feel secure about purchasing online...
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A.
With a digital
ID obtained from VeriSign
Inc., our site encrypts all key personal data through SSL (Secure
Sockets Layer) thereby maintaining a high level of security.
We encrypt the following personal data through SSL. |
* Credit card No.
* Address information
* Order information
There is no risk
of the above information being accessed by a third party.
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Q.
What is the "ANY COMMENT" button all about?
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A.
This button
is now on every product description page. Feel free to click on
this button and comment on the product or post a review about the
DVD or Manga! Comments are posted daily.
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Q.
When are the Japanese Public Holidays?
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A.
Of course the
online shop is accessible 24 hours a day 7 days a week, but in the
offline world our office is usually closed on Saturdays and Sundays
so your order may be slightly delayed (i.e.: by one day) if you
place it on Friday night (Japan Time).
Our office is
also closed on the following Japanese public holidays.
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* New Year Holiday : Dec - Jan
* Coming of Age Day : Jan
* National Foundation Day : Feb
* Spring Equinox : Mar
* Environment Day : Apr
* Constitution Day : May
* Children's Day : May
* Citizens Day : May
* Ocean Day : July
* Respect for the Aged Day : Sept
* Autumn Equinox : Sept
* Sports Day : Oct
* Culture Day : Nov
* Labor Day : Nov
* Emperor's Birthday : Dec
Please remember
that you can still place your order online during these times!!!
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Q.
I'm coming to Japan! Where is the ANIMAXIS store?
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A.
Actually at the
moment ANIMAXIS is only an online store. But we hope you have a
great time in Japan!
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