FAQ

WHAT METHODS OF PAYMENTS ARE ACCEPTED?

WE ACCEPT PAYMENTS BY CREDIT AND DEBIT CARD (VISA, MASTERCARD, AMERICAN EXPRESS, AND DISCOVER), PAYPAL, KLARNA AND ANIMEROOM ISSUED GIFT CARDS/STORE CREDITS.

 

HOW LONG WILL IT TAKE MY ORDER TO BE SHIPPED?

ALL ORDERS ARE PROCESSED AND SHIPPED WITHIN 5 BUSINESS DAYS UNLESS THE SPECIFIC PRODUCT DESCRIPTION STATES OTHERWISE. THE CUSTOMER IS EMAILED A TRACKING NUMBER WHEN THE ORDER SHIPS.

DELIVERY DELAYS ARE NOT COMMON BUT CAN OCCUR AND ARE NOT CONTROLLED BY ANIMEROOM. IF AN ATTEMPTED DELIVERY NOTICE IS LEFT BY THE SHIPPING COURIER, PLEASE FOLLOW UP FOR REDELIVERY OR PICKUP INSTRUCTIONS. ANIMEROOM CANNOT SCHEDULE REDELIVERY ATTEMPTS.

INTERNATIONAL DELIVERY CAN TAKE UP TO 5-21 DAYS AFTER IT IS SHIPPED. THESE TIMELINES DEPEND ON YOUR COUNTRY'S PROCESSING, CUSTOMS, AND DELIVERY PROTOCOLS.

WE DO OFFER EXPRESS DELIVERY WHICH TAKES ROUGHLY 3-5 WORKING DAYS FOR YOUR ORDER TO ARRIVE. SELECT YOUR DELIVERY OPTION AT THE CHECKOUT!

 

WHAT SHIPPING COMPANY DO YOU USE, WHERE DO YOU SHIP TO, AND HOW CAN I TRACK MY ORDER? 

ALL ORDERS ARE SHIPPED VIA LOCAL DELIVERY SERVICE E.G. ROYAL MAIL, USPS, DHL, DPD.

ANIMEROOM SHIPS TO ALL COUNTRIES EXCEPT MEXICO, PERU, CHILE, INDIA AND ALGERIA DUE TO CURRENT CIRCUMSTANCES WITH SHIPPING COSTS AND COVID-19 OUTBREAKS IN THESE COUNTRIES.

THIS MEANS THAT ANY ORDER FROM SAID COUNTRIES WILL NOT BE PROCESSED AND WILL BE REFUNDED WITHIN THE SAME BUSINESS DAY.

PLEASE MAKE SURE THE ADDRESS IS ENTERED IN ENGLISH AND CORRECTLY FORMATTED TO AVOID RETURNS. TRACKING NUMBERS ARE EMAILED WHEN THE ORDER SHIPS. ONCE ITEMS ARE SHIPPED, CUSTOMERS MAY TRACK THE PACKAGE VIA THE SHIPPING CARRIER INDICATED IN THE SHIPPING NOTIFICATION EMAIL OR BY USING 17TRACK.NET.

INTERNATIONAL SHIPMENTS MAY BE CHARGED ADDITIONAL CUSTOMS DUTIES AND TAXES NOT INCLUDED IN THE BASE SHIPPING COSTS. THESE FEES ARE DETERMINED BY THE RECEIVING COUNTRY BASED ON ITEM TYPE AND DECLARED VALUE.  

ANIMEROOM MAINTAINS NO CONTROL OVER ANY ADDITIONAL DUTIES AND FEES ASSESSED. CUSTOMER IS RESPONSIBLE FOR PAYMENT OF ANY CUSTOMS FEES.

 

MY ADDRESS IS WRONG. CAN I CHANGE MY ADDRESS?

OUR SELLER AND BUYER PROTECTION POLICIES DO NOT ALLOW FOR ADDRESS CHANGES. PLEASE DOUBLE CHECK THE ADDRESS BEFORE COMPLETING THE ORDER AT CHECK OUT, MAKING SURE APT, UNIT, OR SUITE NUMBERS ARE INCLUDED.

IF AN ADDRESS WAS ENTERED IN ERROR, PLEASE EMAIL ADMIN@ANIMEROOM.CO WITH THE ORDER NUMBER AND CANCELLATION REQUEST. WE WILL CANCEL THE ORDER ALLOWING CUSTOMERS TO REORDER AND INPUT THE CORRECTED INFORMATION. PLEASE NOTE, WE CANNOT CANCEL ORDERS ONCE THEY HAVE BEEN SHIPPED. 

 

HOW CAN I CANCEL MY ORDER?

ORDER CANCELLATION REQUESTS SHOULD BE MADE AS SOON AS POSSIBLE AS SOME ORDERS MAY SHIP THE SAME DAY.  WE ARE UNABLE TO CANCEL ORDERS WHICH HAVE BEEN SHIPPED AND ARE EN ROUTE TO THE CUSTOMER. 

 

I RECEIVED MY TRACKING NUMBER BUT IT’S NOT UPDATING, COULD YOU LOOK INTO IT?

TRACKING NUMBERS CAN TAKE UP TO 48 HOURS BEFORE UPDATING. IF AN UNUSUAL AMOUNT OF TIME PASSES BEFORE SHOWING AN UPDATE, PLEASE CONTACT US HERE

 

MY PACKAGE SAYS ‘DELIVERED’ BUT I DO NOT HAVE IT, WHERE IS IT?

SHIPPING COURIERS SCAN PACKAGES "DELIVERED" AFTER THE MAIL CARRIER DELIVERS. IF YOU RECEIVED A "DELIVERED" STATUS BUT BELIEVE IT IS HAS NOT BEEN DELIVERED, PLEASE FOLLOW UP WITH THE LOCAL USPS POSTAL DELIVERY PERSONNEL OR POST OFFICE FOR FURTHER INFORMATION. WE ALSO SUGGEST FOLLOWING UP WITH PERSONS IN THE HOME, RESIDENTIAL COMPLEX, ETC. WHO MAY HAVE RETRIEVED THE ITEM ON YOUR BEHALF. 

 

I MADE A MISTAKE ON MY ORDER. CAN I CHANGE THE SIZE OR ADD ITEMS TO MY CURRENT ORDER?

UNFORTUNATELY, WE CANNOT MAKE SIZE CHANGES OR ADDITIONS TO EXISTING ORDERS. IF A SIZE CHANGE IS NEEDED, PLEASE CONTACT US HERE WITH THE ORDER NUMBER AND REQUEST AN ORDER CANCELLATION. THE ORDER CAN BE CANCELED ALLOWING CUSTOMERS TO REORDER THE PREFERRED SIZE AND/OR ADD ADDITIONAL ITEMS. PLEASE NOTE, WE CANNOT CANCEL ORDERS ONCE THEY HAVE BEEN SHIPPED. 

 

HOW DO SALE ITEMS WORK?

ITEMS PURCHASED ON SALE ARE FINAL SALE - NO EXCEPTIONS. REFUNDS, EXCHANGES, AND RETURNS ARE NOT OFFERED ON FINAL SALE ITEMS. PLEASE SHOP WISELY.

 

DOES ANIMEROOM ACCEPT REFUNDS?

ALL CLAIMS MUST BE MADE WITHIN 5 WORKING DAYS OF DELIVERY. ANY CLAIMS OUTSIDE OF THIS TIMEFRAME WILL NOT BE ACCEPTED, NO EXCEPTIONS. PLEASE CONTACT US HERE AND PROVIDE AN ORDER NUMBER AND A DETAILED EXPLANATION OF THE ISSUE. REFUND REQUESTS ARE HANDLED ON A CASE BY CASE BASIS. 

 

CAN I MAKE AN EXCHANGE/ITEM RETURN?

ANIMEROOM WILL GLADLY OFFER AN EXCHANGE/ITEM RETURN IN THE FORM OF STORE CREDIT, ONLY. 

EXCHANGE/ITEM RETURNS ARE AVAILABLE WITHIN 5 WORKING DAYS OF DELIVERY. CUSTOMER MUST CONTACT US HERE - WITHIN THIS TIME FRAME TO MAKE THE REQUEST. PLEASE INCLUDE THE ORDER NUMBER AND REASON FOR THE REQUEST. ITEMS MUST BE IN NEW AND UNWORN CONDITION WITH TAGS ATTACHED. CUSTOMER IS RESPONSIBLE FOR ALL SHIPPING COSTS TO RETURN ITEM(S) TO ANIMEROOM.

DUE TO HEALTH AND SAFETY REASONS, WE DO NOT OFFER EXCHANGES OR RETURNS ON SNEAKERS, SOCKS, HEADWEAR, MASKS, RUGS, OR UNDER GARMENTS. WE DO NOT HOLD ITEMS FOR PURCHASE. ALL PURCHASES ARE ON A FIRST COME BASIS.

PLEASE ALLOW 3 BUSINESS DAYS TO PROCESS PACKAGES RECEIVED. AFTER PROCESSING, THE STORE CREDIT CODE WILL BE EMAILED TO THE CUSTOMER. THE STORE CREDIT WILL ONLY INCLUDE THE COST OF THE ITEM(S). INITIAL SHIPPING CHARGES ARE NOT CREDITED. STORE CREDIT DOES NOT EXPIRE AND CAN BE USED TOWARDS ANY FUTURE PURCHASE. 

 

ARE THE FIGURES SOLD BY ANIMEROOM OFFICIALLY LICENSED?

WE CAN ASSURE YOU THAT ALL FIGURES SOLD ARE PURCHASED DIRECTLY FROM THE RESPECTIVE OFFICIAL MANUFACTURER OF THE TOY/MODEL/FIGURE. 

 

THE PHOTO OF THE FIGURE ON THE WEBSITE DOES NOT LOOK EXACTLY THE SAME AS THE FIGURE I RECEIVED?

WHEN A MANUFACTURER LISTS THEIR PRODUCT, THEY MAY LIST A FORM OR PROTOTYPE THAT MAY APPEAR DIFFERENT FROM THE FINAL PRODUCT. WE DO OUR BEST TO PROVIDE CUSTOMERS WITH THE MOST ACCURATE AND CURRENT PRODUCT IMAGES THAT CLOSELY REPRESENT THE ITEM OFFERED ON OUR WEBSITE.

 

HOW DO I CONTACT SOMEONE AT ANIMEROOM?

ALL INQUIRIES CAN BE SENT HERE. PLEASE ALLOW UP TO 24 HOURS TO RESPOND TO EMAIL CORRESPONDENCE. ALL EMAILS ARE ANSWERED BY THE NEXT BUSINESS DAY.

IF THE INQUIRY IS REGARDING AN EXISTING ORDER, PLEASE MAKE SURE TO INCLUDE THE ORDER NUMBER AND A MESSAGE TO EXPEDITE THE RESPONSE AND RESOLUTION.  PLEASE NOTE, SENDING MULTIPLE EMAILS WITH DIFFERENT MESSAGES, MAY SLOW DOWN THE RESPONSE TIME.  WE ENCOURAGE CUSTOMERS TO SEND ONE MESSAGE PER ORDER INQUIRY.