Frequently Asked Questions
Do you offer in-store pickup?
Due to ongoing staffing challenges, we do not currently offer in-store pickup. All orders for physical merchandise ship via UPS or USPS.
Can I return item(s) purchased online?
Please refer to our detailed return policy and terms of service for more information.
Do you ship overseas?
Currently, we only ship to the continental United States, Hawaii, Alaska, and Puerto Rico.
If you live in another country, we may still be able to assist you! Please contact us to see if special arrangements can be made to accommodate your needs.
Do you ship to PO Boxes or APO/FPO addresses?
Unfortunately, we do not ship these types of addresses at this time.
How quickly will you ship my order?
Orders received before 2PM PST for items that are in-stock and ready to ship generally ship within 3 business days.
We do not currently process orders on Saturdays or Sundays.
If there are items in your order that are unavailable or out of stock, we will usually delay shipment until all items are available and ready to ship. We will always let you know if this happens and provide you alternative options, including the option to cancel your order.
Please note that many animation art items that we carry are special order items that arrive directly from the studios. Animation art orders may experience a longer fulfillment time than other types of items.
What shipping carriers do you use?
We ship with the United States Postal Service and UPS . Smaller items generally ship via USPS Priority Mail or First Class service. Larger or heavier items ship via UPS Ground.
Due to the pandemic, USPS and UPS are not currently enforcing signature requirements and both are experiencing intermittent shipping delays. As we are not in control of either service, we are unable to quote or guarantee exact shipping times.
Once your order has shipped, tracking information will be automatically sent to you via email or SMS (text message).
How are my shipping charges calculated?
We offer $5 flat rate shipping on most items sold at our store. For items that are not eligible for flat rate shipping, shipping rates are calculated in real-time with the USPS or UPS shipping systems and are based on the combined weight and dimensions of the item(s) in your order. Some types of items such as animation art or other high-end collectibles are shipped with added packaging to insure that your order is protected in shipping. This cam impact final shipping charges for these types of items.
Some items such as framed animation art, high-value or heavy collectibles, and rare items are not eligible for $5.00 flat-rate shipping.
$5 flat rate shipping is not available during special store-wide promotions.
My order arrived damaged. What should I do?
While all items that leave our store are carefully and thoughtfully packaged, damage that occurs in shipping can happen. If an item(s) in your order has been damaged while in transit, please document everything! Including photos of the box, original packaging, time of delivery, and any other information that may be relevant. Once you have this info, please contact us for assistance.
Do you sell gift cards?
We do! We offer two distinct types of gift cards; one for in-store purchases and one for online purchases. Both types can be bought online or in our stores.
I ordered an item and was later informed that it is out of stock, or the item was removed from my order. What happened?
We strive to keep our inventory as up-to-date as possible, however, there may be certain circumstances that are beyond our control (in-store shoplifting, shrinkage, damage etc) that will allow you purchase an item that is actually not in stock.
It may also be the case that the item you ordered had low stock available and is already in the hands of another person that has not finished checking out online or in our brick and mortar store.
We hate it when this happens but don't worry! We don't charge your credit card until we have verified availability for your entire order. In these rare cases, a member or our team will evaluate your order and remove the items that are out of stock. Your credit / debit card is never charged for items that we are unable to fulfill.
Something I want to buy says "Unavailable" or "Sold Out". What can I do?
If an item appears on our website and says "Unavailable", it is generally out of stock.
Please feel free to check in with us to verify an item's availability.
Why must I agree to your return policy and terms or service before checking out?
Since some items in our store are considered non-returnable (animation art), we require all customers to read and agree to our return policy and general terms of service before proceeding to checkout.
If you have any questions about our return policy or TOS, please contact us.
I have been told that an item I ordered is a 'special order' item. What does that mean?
We carry certain items from various collections that are only available to us as special orders directly from our vendors. These types of items will appear on our site as 'in-stock' and can be ordered just like any other item. When we receive orders for these types of items we will immediately forward the order to the studio or manufacturer of the item and they will drop-ship your order to you directly.
This can sometimes add an additional day or two to the total shipping time.
Can I place my order over the phone?
Do to security requirements set forth by our credit card processors, we are unable to process orders over the phone. We apologize for any inconvenience.
Will I be charged sales tax when I shop online?
Generally, yes. Particularly in California. Sales tax is automatically calculated based on the sales tax laws in the city or region that your order is shipping to.
What payment methods can I use?
We accept all major credit cards for online purchases.
We accept Visa and Mastercard only in our physical store locations.
I have a questions that has not been covered here. How can I get assitance?
You can contact us through our contact page! We will be happy to assist you.