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 

How can I contact you?

You can email us at support@usags.com or access our contact box by clicking here. 

Where are you located?

We are located in Daytona 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 email to support@usagundamstore.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 I need to update my address?

Please contact our support team at Support@usags.com for assistance with updating an address for your order. We are able to update an address for any order prior to fulfillment. Once your order has been fulfilled and shipped, please reach out to the carrier for assistance with address updates. 

What if my order arrives damaged by the carrier?

What is your return policy?

Returns
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 Support@usagundamstore.com.

Cancellation of order

Orders may be canceled before shipment. Once an order has shipped, it can no longer be canceled and must be handled in accordance with our Return Policy.

In-Stock Orders:
In-stock orders may be canceled at no cost prior to shipment.

Pre-Orders:
Pre-orders may be canceled within 7 days of purchase 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 to cover non-refundable payment processing and administrative fees.

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 Support@usagundamstore.com.

Gifts
If the item was a gift 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 emailed to you. Please contact Support@usagundamstore.com for assistance with a gift return.


Shipping
To return your product, you should mail your product to: 

1329 Bellevue Ave, Daytona Beach FL, 32114

USA

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.

How do I sign up for your newsletter?

Easy! Enter your email address in the “Newsletter” box on the bottom 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, we recommend to sign up for the email notification on this item. That way you will be alerted as soon as it become available again!

When do you get new items?

We get shipments at least once a week. 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?

We do not sell or carry replacement parts, however, this link below can typically help you out.

https://shop.bandai.com/returns-replacements

Do you buy models?

Yes, at times we do but have very strict requirements send us an Email at Support@usagundamstore.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% transaction fee. A customer who places an order for both an in-stock item and a pre-ordered item will have the in-stock item shipped separately from the pre-order items. at checkout the shipping price will account for multiple shipments. 

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

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, and PayPal. 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. 

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.

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 the price of your item was lowered at processing.

How much does shipping cost?

We use Flat Rate shipping for continental 48 States that is determined buys location. So, regardless of the amount you order shipping will be same amount according to your location.

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 business day but sometimes it can take slightly longer depending on how many orders we get in. Most orders are processed within 2-3 business days. This can especially fluctuate during holidays, so feel free to contact us at Support@usagundamstore.com if you have any questions.

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 check your spam and junk folder sometimes the emails go in there. 

When will I get my tracking number?

We will provide you an email with your tracking information as soon as your order has processed. For questions regarding processing on your order please contact us at Support@usagundamstore.com. Typical processing time on orders is 2-3 business days.

How do I track my package?

We will send you either an email or SMS text with tracking, depending on your selection during checkout. This alert will also provide you the carrier used on your shipment. Though outside shipment applications are available we recommend checking directly with the carrier's website as this will have the most up to date tracking information. 

Why is my package delayed?

The online tracking status may not always be up-to-date. We have no control over the delivery of parcels and we are therefore unfortunately unable to answer any questions relating to parcel delivery status. Please contact the carrier directly for more information regarding delays.

Do carriers deliver on Saturday?

Depends on the carrier and shipment method. Most carriers now delivery on Saturday due to the increased demand, but this is not part of their regular delivery estimates. 

Do you ship internationally?

Currently we are only shipping to the USA. We are seeing severe delays at customs due to the safety concerns and new procedures. We hope that International shipping resumes to a level of consistency soon that will allow an arrival time that meets with our own standards as well as yours. We will definitely resume International to all destinations as soon as we see improvements.

Can I pick up my order?

Yes, please send an email to Support@usagundamstore.com as soon as possible to help arrange pick up for your order. Once an order has processed, however, we can not offer the pick up option. 

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.

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

Clothing and Apparel

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

Damaged and Defective Items

Any defective or damaged item 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.