Frequently Asked Question

What are Figurise Points?

Points on Figurise work the same way that they do on Gundam Planet! You can find all the info here!

When will my pre-order item ship?

If you place an order that contains a pre-order, the order will not ship until ALL items in the order have arrived to our warehouse. If you would like an item in your order to ship separately, simply send us an email and we will invoice you for the separate shipping cost. Pre-orders will ship immediately after we receive them from the manufacturer (Please refer to item page; we will update release info as the arrival date nears).
Prices, specifications and release dates are subject to change without notice due to fluctuations in exchange rates or manufacture delays.
Please contact us about requests to cancel pre-orders. There is a minimum $5.00 and maximum of 10% charge for any cancelled pre-orders.

Is it possible to combine a Figurise order with a Gundam Planet order?

Yes, absolutely! If you are interested in items from both sites, simply place an order on each site and send an email to either contact form with both order numbers. The minimum order total to receive free shipping on combined orders is $95.

Can you negotiate prices?

Our retail license does not allow us to negotiate prices for any purpose, including personal collecting in bulk or wholesale orders.

Can you tell me how many of a particular item you have in stock?

We are happy to let you know if we're running low on an item, but we reserve the right to keep the exact quantities of our inventory confidential.

Are you able to special order an item?

There are rare occurrences when we are able to restock on certain products. If you are interested in an item that is out of stock, send us an email letting us know what you are interested in and we will check the availability for you!

The arrival date on my pre-order has changed? What happened?

Often times there are delays with the releases of collectible figures. Sometimes the delays come from the manufacturer and sometimes they are caused by logistical issues with wholesale distribution. If you have a question regarding a particular item, send us an email and we will supply you with the most up to date information that we have regarding its status.
Good Smile Company regularly updates its official website with product delay information. Just check the "News and Event Information" section on the right side of the page!

Why is this item so expensive?

We reserve the right to follow the most current aftermarket price of our products. Once we are no longer able to restock a particular item , the price point is subject to change without notice.

Can orders be shipped internationally?

Yes, we can ship internationally. Recipients are responsible for any customs duties and taxes where applicable. For further information, please click here for Online Store Customer Service.

What advantages are there to creating a Figurise user account?

If you create a user account at Figurise online, you will enjoy a smarter shopping experience for future orders. User-exclusive features include a faster checkout process, the ability to accumulate GP Points, and the option to create wish-lists of the items you want most, which can be sent to your family and friends.

Are Figurise Gift Cards available online?

Gift Cards are not available online at this time. We apologize for the inconvenience this may cause.

What forms of payment are accepted for online purchases?

We accept Visa, MasterCard, and Discover credit cards, as well as PayPal.

Do you have a toll-free number?

Yes we do. The number is available only for returns and it can be found on your packing list, invoice, and your order confirmation email.

Is it safe for me to pay by credit card over the Internet?

Yes. Our secure server software uses industry-standard 128 bit SSL (Secure Sockets Layer) and a dedicated IP address to fulfill the requirement for running a highly secure e-commerce environment. For further information, refer to our Privacy Policy and Security.

Is it a problem to have two different addresses for billing and shipping?

If you have two different addresses for billing and shipping, we may ask you to email us a copy of your photo ID on your first transaction to ensure safety.

Why was my package shipped by a different shipping carrier from what I chose?

We always try to ship packages in the best way for customers. We may use a different service when:
1. A shipping address is not in a specific service area.
2. A shipping cost exceeds what customers pay due to package's weight, sizes, or distance.

Will you charge for a preorder at the time of purchase or at the time of the item’s arrival?

We always charge transactions immediately at time of purchase, which is for several security reasons. If we didn’t do this, we would need to keep all credit card information on file, which would make us obvious targets for hackers and could leave both us and the customers vulnerable to theft. Our current system allows guarantees of security on both ends of the transaction. Also, this system allows for less confusion because the customer knows exactly when his or her money is leaving the account. If we charged at the time of item arrival, we would have to individually contact sometimes upwards of 100 people to notify them of the charge, which would slow down the time for the products to get to you drastically.

My shipping confirmation email says that my package is shipped but I can't track it... Why?

99% of occurrences of this case happen before our scheduled pickup. Your order is already packed, labeled and ready to be shipped, but the shipping service has not origin scanned the package.

Is there any physical Figurise store?

Yes. If you are lucky enough to live in the NY or NJ area, Figurise/Gundam Planet is open for customers on the following days:
Monday-Friday from 3pm—7pm and Saturday from 11am—7pm.
You can hang around in the store with many Collectible figures and of course purchase right away. Here is the Info.
http://www.figurise.com
544 10th St. Palisades Park, NJ, 07650

Can you guarantee delivery time?

Because of the nature of supply and the numerous factors that affect shipping times, we cannot guarantee you the specific delivery time. If you need your order by a specific date because it's a gift or used for an event, we recommend that you order well in advance.