You can also email us at Usagundam@gmail.com or access our contact box by clicking here.
Where are you located?
We are located in Ormond Beach, Florida.Do you have other locations?
Nope. One keeps us busy enough.What if my order is incorrect when it arrives?
We will make it right. Contact us right away by either email to USAGundam@gmail.com. We make every effort to assure that all orders are shipped correctly, but we are not machines and are human, so an error can occur. If something is not right, you have our word that we will correct it and make sure you are satisfied.What if my order arrives damaged by the carrier?
While we make sure each order is securely packaged, mishaps can happen with UPS or the USPS; therefore, we insure everything for safety. So have no worries; we make sure you are protected. If anything ever arrives in a condition you deem unacceptable, simply contact us right away at USAGundam@gmail.com (In the meantime, be sure to hold on to the packaging and damaged model as the carrier may require it as part of their investigation.)What is your return policy?
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org and send your item to:
873 Hull Road unit 6
Ormond Beach FL 32174
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
To return your product, you should mail your product to:
873 Hull Road unit 6
Ormond Beach FL 32174
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Unless problem was on our end we will pay for shipping back.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
It is all explained by clicking here.How do I sign up for your newsletter?
Easy! Enter your email address in the “Newsletter” box on the left side of this page and click the “Submit” button.How do I unsubscribe from your newsletter?
Simply click the “Unsubscribe” link at the bottom of any newsletter you have received.When do you send newsletters?
We usually send 1 email a week with updates and restock however there are times when we have sales and want you to know that you can save :) We will never bombard you day after day with emails though we hate that and know you hate it.
What is the difference in height between a 1/144, 1/100, and 1/60 scale kit?
Roughly speaking, a 1/144 is around 4.5-5” tall, a 1/100 is around 8.5-9” tall, and a 1/60 is around 11-13” tall.What is the difference between a First Grade (FG), High Grade (HG), Master Grade (MG), and Perfect Grade (PG)?
Detail. That is the best answer. The better the grade and the higher the price, the more detailed and intricate the model will be. Bandai is very honest in their pricing, so the higher the price, the more parts, pieces, and excitement with the kits.
What marker do I use to fill-in the panel lines on my model?
GM-01, my friend. Everyone wants one, and here is the link you need: Fine Point Black Paint Marker.Why are the directions in Japanese; will I be able to figure them out?
Well, the directions are in Japanese because we want to drive you insane. Just kidding. All of our products come straight from Bandai Japan, and their customers are Japanese. Therefore, the directions do contain Japanese text; however, the directions also contain English A-B-C and 1-2-3 picture directions. In other words, the diagrams show to put part A1 into part C3. If you haven’t modeled before, this may sound confusing, but we assure you that it is a lot easier than it sounds. If ever you have any questions during assembly, just contact us; we are happy to help.Why is my model not shrink-wrapped?
As far as we can surmise, theft is not as much of a problem in Japan as it is here; therefore, Bandai doesn’t see the need to shrink-wrap the outside of the boxes. The inner packages are all wrapped, though, so that the trees and inner parts do not get lost. Any shrink-wrap you see on authentic, Japanese models is added to them once they arrive in the United States. Since we ship from a warehouse and not a retail store, we don’t see the need to add shrink-wrap to the outer cartons; it would increase the cost of the models to our customers, and that is something we don’t want to do. We do have one authorized distributor who does add shrink-wrap to everything. So there is a chance that you could get a wrapped model. Either way, rest assured that your models are brand new and straight from Bandai; we only sell things that way.Why did a particular model’s price change?
We try to have all items at our lowest prices at all times. Occasionally a price will go up or down if we have to fly it in from Japan, though, since bringing products in by plane is a lot more expensive than bringing them in by boat. The only other reason prices may change is based on the value of the Japanese yen. We try to absorb minor fluctuations, but if the yen dips too low, we may need to make adjustments.Why are things sold out on your site for a long time?
Bandai Japan does not have “inventory” like we do in the United States. They make models each month, and they only produce enough for the quantity they have orders for. Once that stock is gone, it is gone. If we sell out of what we order before they make more again, we have to wait. And, let me tell you, the waiting game can be a very long game. We have had to wait a couple years for some kits to be remade. If we are sold out of a kit you are looking for, and you do not see it in our preorder section you can always send us an email to see if it is coming in anytime soon at USAGundam@gmail.comWhen do you get new items?
We get shipments at least once a month. Some months Bandai makes a lot of new releases; some months Bandai only has a few new releases. You can check for pre-orders on the left hand side of this page under Pre-Order.Can you replace a part for me?
At this time we don't have a Part replacement program in place but it is soon to come.Do you buy models?
yes at times we do but have very strict requirements send us an Email at USAGundam@gmail.com to see if yours qualify and what we can pay.Is your site secure?
Totally. Our site is not only encrypted by Shopify for your protection, but we have taken the extra step to protect our site with Trust Guard, an industry leader in site protection and verification.What is your pre-order policy?
We only allow customers to buy a product as a "pre-order" once we have ordered the product and it has been confirmed that we will be receiving it. Nevertheless, we cannot be held responsible for manufacturer delays and cancellations. We will post updates about the products on our site, and we will also email status updates to individuals who pre-order. When a pre-order is placed, the customer is charged for the item because we have real-time credit-card processing. If a customer needs to cancel a pre-order, he or she will receive a credit less a 5% cancellation fee. A customer who places an order for both an in-stock item and a pre-ordered item will have the in-stock item held until the pre-order can be shipped, unless the customer would prefer to place each order separately and have two shipments sent to him/her at different times. (We will notify the customer if a situation like the previously mentioned one occurs.)Can I get a gift certificate?
Yes! You can order one by clicking here.Where do I get a coupon?
The best way to get a coupon is to sign up for our newsletter. If you haven’t signed-up yet, you can do so on the left side of this page. Once you do, you will get special monthly discount products and occasional coupons. You can also get a discount code for creating an account and also sometimes after placing an order.How do I redeem coupons?
Simply enter your unique code into the coupon section during checkout and reap your reward.What payment methods do you accept?
We accept Visa, Mastercard, Discover, American Express, PayPal, personal checks, and money orders. We can accept your debit card or gift card as well, as long as it has a Visa, Mastercard, Discover, or American Express logo on it. Personal checks and money orders must be mailed to us before your order ships. We do wait 7 business days for personal checks to clear the bank before your order is sent, but we ship orders paid for by money order as soon as they arrive. A $25 service fee will be charged for any returned check.Why do you need my billing address?
Verifying billing address is a way to protect both you and us from fraud. We verify all credit card billing addresses. When you place an order with us, our site asks for your billing address when you check out. Your billing address isn't where you want your bill mailed or anything like that. It is the address your bank or credit card company mails your credit card or bank statements to. We verify every billing address in a multi-step process. First, when the credit card is run, we get a message back letting us know if your address matched with your credit card company or bank. If it does, GREAT! If it doesn't, we call your credit card company or bank. If we can't get it to match with a person, we will call you to get the correct address. Verifying billing addresses is one of the best ways merchants can help protect their customers from fraud. The logic of the check is that if someone found or stole your credit card, he or she won't have your personal data. Therefore, we appreciate your assistance in filling in your accurate billing information when placing an order--and understanding why you may get a phone call for verification from our store if you didn't.You charged me; why do you need my billing address?
As soon as you click to submit your order to us, your credit or debit card is charged. Ah, technology. Once the card is run, we get a notice that you did have available funds and that your billing address matched. The credit card companies are still willing to allow your charge to go through when your billing address doesn’t match. That’s where we come in. If we don’t get a match, we don’t ship the order. There is no other way for us to assure that you really placed the order, as someone who found your card laying the street isn’t going to know where you live. Just think of us verifying your billing address as us having your back.Where do I mail my check or money order?
You can make your payment out to USA Gundam and mail it to us at 129 Grey Dapple Way Ormond beach Fl 32174. Please note that payments need to be made within 7 days of order placement. also Make sure to include your order number or a list of kits for your order and email. We will send you an email once items ship out.Why do you only ship to confirmed PayPal addresses?
When we ship to your confirmed address with PayPal, we know we are shipping the items ordered to you and that someone else didn’t access your PayPal account and try to place a fraudulent order. Since we are unable to verify billing addresses with PayPal because we do not get your credit card number, we must ship to only the confirmed address. If you need to ship to a different address, it is best to order with your credit card on our site and enter in both your billing and shipping address.Why did you refund my credit card a few dollars?
Simple: we’re honest. If you see a credit, it is most likely because we noticed that you were overcharged for shipping.How much does shipping cost?
We know that a great price on a model is no bargain when you are charged too much for shipping; therefore, we calculate your shipping charged based on the specific weight of your order to your zip code. Our site will display your shipping costs and options like (Ground, 2 Day, and Next Day Air) when you enter the checkout process, after you enter in your name and address but before you enter any credit card information.Is your shipping charge ever higher than quoted?
If it is we pay for it not you, you will only be charged for what you are shown on our checkout page.When will my order ship?
We try to ship all orders next day but sometimes it will take 2 days depending on how many orders we get in.When will my order arrive?
You will get an email once your order has shipped out with all the information on it and tracking info. If you don't get an email withing 2 days please send us an email and we can send you the information. also check your spam and junk folder sometimes the emails go in there.When will I get my tracking number?
Usually the next day you will get an email from us with all the tracking info at latest 2 days. If longer than this please feel free to contact us at USAGundam@gmail.comHow do I track my package? Does UPS deliver on Saturday?
Nope. They take the weekend off for all Next Day Air, 2 Day Air, and Ground packages. However, for a bunch of extra charges, they can deliver a Next Day Air Saturday package. A Saturday deliver is NOT included in the normal Next Day Air Charge that we charge on the site.Do you ship internationally?
Yes, We will ship all over the world but most of our customers are from USA and Canada.Why can’t my order ship via First Class Mail?
First Class Mail orders must be a certain weight and size. if the First Class Mail option is not at check out your item weighs more than the allotted amountWhy is the UPS shipping charge so expensive in some cases?
UPS has added a new charge to their rates, in addition to their fuel surcharges, for what they deem to be zip codes that are in “remote areas.” The fee is $2.95, which adds a significant amount to the shipping cost. Believe us; we are always on our UPS rep about costs, and we are always looking for ways to save our customers money.Can I pick up my order?
Yes, Either Leave a message in the order requesting to pick up item or send us an email and we can arrange for pickup.