Return Policy

Sadly not all purchases are going to be perfect. As much as we try some packages are not going to arrive perfectly; knowing that we offer a 30 day return policy. Please See Reseller Returns for Customers Deemed as Resellers

Unopened Items

Unopened and unused items are able to be returned within 30 days. The packaging must be in the same condition as when initially received.

Opened Items

Opened items are not eligible for returns. this includes:

• Items that have been opened or removed from the packaging
• Items that have visible indications that the packaged has been opened
• Opened cases that are no longer factory sealed

Part Requests

All replacement part requests must be submitted within 30 days of the original delivery date. Requests submitted after this time frame may not be eligible for replacement.

Please note that replacement parts are often sourced directly from manufacturers. Because of this, processing and fulfillment times can vary, and some parts may take up to 3 months or longer to receive depending on availability and manufacturer response times.

If a requested replacement part cannot be obtained within a reasonable time frame, we will contact you directly to discuss available options. These may include:

• A refund for the affected part, or item.

• A store credit or discount toward a future purchase

We appreciate your patience and understanding, as replacement part timelines are largely dependent on manufacturer support and inventory availability.

Part requests can be down through filling out the form here 

https://www.usagundamstore.com/pages/parts-request-form

LED and Light Units

Returns are accepted for up to 7 days after delivery on all LED and Light accessories. After 7 days of delivery we are unable to accept return or exchange requests
for these items. Please inspect and test all LED units upon arrival or prior to assembly to ensure there are no issues as replacement parts are not available due
to these units' delicate nature. 

Clothing and Apparel

Used or worn clothing, apparel, and accessories may not be returned.

Damaged and Defective Items

Any defective item or item damaged in transit can be exchanged for a replacement of the same item (or a replacement part depending on the issue). Store credit Can also be issued on level of the damage of the item. Requests must be sent to us within 30 days of receiving your order. If the item is no longer available, we will be happy to issue a refund.

We may request that you e-mail a picture of your broken or defective item to help us determine what exactly is wrong and if a replacement part would be helpful.

The following issues do not qualify as a defective product:

• Minor cosmetic paint issues
• Package condition

How to Return an Item

Please contact Customer Service to receive authorization for your return so that the item(s) can be accepted. Any returns without authorization will be delayed and possibly not be eligible for a refund. Customer service may be reached by:

• Email: Support@usagundamstore.com
• Phone: (386) 317-5112 (9:00 AM to 4:00 PM EST Monday through Friday)

Return Shipping - Domestic Customers

If the return is due to our error or a damaged or defective product, we will cover any return shipping fees as long as the return is completed through a USAGS return option (a prepaid label provided by us). If you choose a self-return option (a carrier or service of your choice) you will pay the cost charged by the carrier selected and will not be reimbursed. We are not responsible for any lost or damaged packages through a self-return option.

If the return is for any other reason, we will not pay for the return shipping fees and you will be responsible for all shipping costs without reimbursement. We are not responsible for any lost or damaged packages returned to us.

Return Shipping – International Customers

If the return is due to our error or a damaged or defective product, we will issue store credit for what it would reasonably cost to ship the item back to us using a cost-efficient method. You will be responsible for shipping the item(s) back and paying for the actual shipping fees.

If the return is for any other reason, we will not pay for the return shipping fees and you will be responsible for all shipping costs without reimbursement. We are not responsible for any lost or damaged packages returned to us.

How to Prepare Your Item for Return Shipping

Please pack the item in an appropriate-sized shipping box and use bubble wrap or other fill to adequately protect the item. Please do not ever place the shipping label directly on the item to return it as this results in a partial or no refund. If the item is damaged in transit or received in less-than-original condition due to poor packaging your refund will be less.

Refunds

Refunds on returns are issued after the product has been received and processed. Refunds are in the original form of payment. In cases where this is not possible, store credit will be issued.

You may view your account to check a refund status. Once we issue your refund there may be a delay for these funds to show in your account:

• Credit Cards: Typically 3-5 business days
• PayPal: Depends on your PayPal original source of payment. PayPal states up to 30 days.
• Store credit: Available immediately

Refused and Undeliverable Shipments

A refused shipment will be treated as a return and any return costs will be deducted from the refund.

If a shipment is returned to us as undeliverable due to an error on your part (such as incorrect address or not home), we will contact you to reship the package; any return and reshipping costs are due before the package is reshipped. Re-shipments for domestic customers may not be elligible for Flat Rate Shipping.

International customers will be responsible for any additional fees, duties, or taxes for refused or undeliverable shipments. If customs disposes your shipment for any reason, no refunds will be issued for product or shipping.

Restocking Fees

We typically do not assess restocking fees but reserve the right to do so in some situations:

• Returned shipment contains missing, damaged, or opened items
• Merchandise inspected by Customs
• The return was received after the 30 day return window

Our Customer Service team will contact you with any general concerns prior to issuing a refund.

Sellers Deemed to be Resellers

If you order more that 5 of an item and have multiple orders with this same activity. You will be classified as a reseller. 

Resellers have 7 days from arrival of product to request a return and refund after that time no refund or return will be granted.

All other return policies mention above will be in effect as normal 

Pre-orders

Are you tired of missing releases of highly sought after collectibles and toys that have sold out? Pre-ordering products helps you avoid this frustration and makes the process a hassle-free and enjoyable experience!

Once a manufacturer announces a new item and gives us the ok to publish, we will list it for presale with an estimated arrival date. A Pre-Order means we are taking advanced orders for the item. It has either not been released or has not yet arrived at our warehouse.

Pre-order Arrival Dates

Every product on pre-order lists has an estimated arrival month. Our product team is in constant contact with all of the different vendors we work with to try to obtain the most up to date information as possible. Once we are told something has changed, we will update the listings.

We would all like pre-orders to show up within the expected time frame, but unfortunately the toy and collectable industry can have some delays. The expected arrival date is an estimate; there are no guarantees for exactly when pre-ordered products will arrive. No compensation can be given for pre-orders that arrive late. We don't recommend pre-ordering products as gifts or for special occasions that are time sensitive due to the possibility of delays.

What does it mean when it says Quarter arrival?
This is the estimate of arrival for a preorder item. This means the item is expected within a window of arrival and an exact month is not yet available. Here's a break down of each quarter and what it consists of:
Quarter 1 is January - March
Quarter 2 is April - June
Quarter 3 is July - September
Quarter 4 is October - December

Pre-Order Payment

• Pre-orders are charged at the time the order is placed, not when the item ships.

• This allows us to secure inventory with our distributors and manufacturers on your behalf.

Pre-Order Cancellations

We understand that plans change, and we allow pre-order cancellations under the following terms:

• Pre-orders may be canceled within 7 days of the order being placed for a full refund.

• After 7 days, pre-orders may still be canceled before shipment, however a 5% non-refundable processing cost will be retained.

This processing cost is not a penalty and is used solely to cover non-refundable payment processing and administrative fees incurred at the time of purchase.

• Once a pre-order has shipped, it can no longer be canceled and must be handled according to our Return Policy.

Delays & Release Date Changes

• Pre-order release dates are provided by manufacturers and distributors and may change without notice.

• Delays do qualify for fee-free cancellation outside the 7-day window.

• USA Gundam Store is not responsible for manufacturer or distributor delays.

Partial Shipments

Pre-order items are fulfilled separately from in-stock items.

If your order contains both pre-order and in-stock products:

• Your order may be split into multiple shipments
• In-stock items will ship first
• Pre-order items will ship once they become available
• Shipping charges are calculated for each shipment

For the fastest delivery and to avoid multiple shipping charges, we recommend placing separate orders for pre-order and in-stock items.

Address Changes

Customers are responsible for ensuring their shipping address is accurate.

• Address changes for pre-orders must be requested before shipment.

• We are not responsible for delays or losses caused by outdated or incorrect addresses.

Final Notes

• Pre-orders are placed in good faith and are intended for customers who are willing to wait for future releases.

• Excessive cancellations or abuse of the pre-order system may result in restrictions or refusal of future pre-order purchases.

• USA Gundam Store reserves the right to modify or update this policy at any time.