General FAQ
Frequently Asked Questions
General
Tokullectibles is based on the East Coast of the USA.
All orders (whether marked as USA, Japan or China) will first arrive to us here in the USA and be shipped from the USA.
The American releases of products are typically exactly the same but tend to be priced lower. What's best for you depends on your personal preferences.
Some pros to USA releases include:
• Lower pricing
• English instructions (for some, not all releases)
Some cons include:
• Later release date
• Potentially different packaging (for the box collectors)
• Opened/modified packaging (the shipping box is sometimes opened to include translated instructions.
• Stickers with domestic support and care instructions can be added to packaging)
We do offer the ability to buy misc items from Japan, but please note a few things:
* Not all items can be ordered (limited or restricted items are especially problematic)
* Custom orders can NOT be cancelled.
* We charge a flat fee for the order
* There will be a 25% fee added for all clothing items for customs and duties.
If you are interested in placing a custom order, please reach out to us!
Shipping
Yes, we ship all over the world. Outside of the USA, shipping costs will apply, and will be calculated at checkout.
If you preorder multiple items that release some time from each other, you may be charged additional shipping costs as these items will be sent separately.
Customs: You may be charged a customs fee by your country. Tokullectibles collects the cost for shipping only and does not collect or pay any customs or import fees on your behalf
**International UPS Orders** Please note that to some countries, like Canada, UPS can charge you an ICOD fee which includes brokerage fees for clearing your package for you. You can follow guides such as this one to self-clear your package and avoid these fees. Alternatively, Tokullectibles recommends USPS Priority for international shipments (First Class is much slower).
We ship weekdays excluding Wednesdays and Holidays, so in-stock items usually ship within 1-2 business days. Shipping to most parts of the Continental USA usually takes 2-5 days.
For international shipments, transit times can be much longer and are subject to customs delays.
At checkout, you may select expedited shipping options for your order.
For USA shipments, we tend to use USPS and UPS.
International shipments can be sent via USPS, UPS or DHL
FedEx is also available as an option for both Domestic and International shipments
Preorders
All amounts are charged at the time of order.
If you place a deposit, you will pay that amount at checkout (plus any shipping charges)
Tokullectibles sometimes offers discounted rates for the first few orders of a new release. The price typically includes shipping as well. Once they are sold, these are no longer available.
What is a Tentative Preorder?
Deposit preorders will owe the balance of the Full Payment preorder price at the time of the order (as prices can fluctuate, often increasing) as well as the cost of shipping.
You will receive an invoice for the balance due once the items arrive and are ready to be shipped to you.
For example, if you preorder a $100 item with a $60 deposit, you will receive another invoice for $40 plus any applicable shipping costs once the item is in stock.
When ordering, please note the release month listed on the page. For Premium Bandai items, the exact date of release is usually revealed at the beginning of that month.
We maintain a Release Calendar on the website that provides a general idea of when items release.
Please keep in mind the dates listed are for guideline purposes and are NOT the date you should expect to have the item in hand.
When will Tokullectibles ship my preorder?
Once you receive an invoice for the balance, Tokullectibles allows for 2 weeks without communication before the order is considered abandoned.
If you need additional time to pay, please reach out as soon as possible.
If your address changes before your preorder ships, please send us a message so that it can be updated and noted.
⚠️Important: Updating your address on the balance invoice sent will NOT result in the shipping address being changed for the original order.
In general, preorders are non-refundable, though some allowances can be made. Repeated cancellations can lead to future preorders being declined.
Please be aware that for special order items like clothes and many Premium Bandai items, cancellation is not possible. Abandoned preorders forfeit their deposit.
ALL refunds are subject to an 8% processing fee.
Very often purchase campaigns apply to in-store purchases and are not always honored on wholesale purchases. That said, if Tokullectibles receives free campaign bonus items with any item, they will be provided to customers on a first-come, first-served basis free of charge.
There may also be instances where items are available to purchase with the campaign item guaranteed. These may be at higher prices due to needing to be purchased at retail.
Troubleshooting
If your tracking number has not updated, please give it 2 weeks. USPS will not open a claim prior to that time unless it was a Priority Mail Express shipment.
If some time has passed without any movement, please drop us a line and we will take a look.
If your item is returned to us due to invalid address or any other reason, we may be assessed a shipping charge from the carrier. In such cases, you will be responsible for that cost as well.
IF you would like the item re-shipped, we will happily do so, but it would be at your expense.
Note: Items received back in this manner that are not eligible for return (such as special order items) may be reshipped, but are still ineligible for refund.
If your tracking shows delivered, but you do not have the package:
*Please be sure to check your mailbox, porch or any other areas the package may have been left.
*Please be sure to check with family members and neighbors.
*Failing the above, please immediately contact your local post office. GO IN! Filing an online claim will not be handled as quickly as face to face. Often, they can identify the carrier and figure out the situation.
⚠️Reminder that you should provide a shipping address that is secure. USPS will not process insurance claims on packages marked delivered.
Signature Confirmation is available on all shipments and can be selected at checkout.
Please contact us immediately with pictures of the exterior of the box as well as interior contents so that we may file a claim.
Please note that the adjusters sometime request to inspect the shipment, so the items should be kept together and as-is until the claim is decided.
We are happy to assist you if you receive a damaged or defective item.
DAMAGED IN TRANSIT: please contact us IMMEDIATELY with photos of the shipping box and the item inside so that we can open a claim for reimbursement for insured shipments.
* Please note that insurance of $100 is automatically added to UPS and Priority Mail shipments. If you would like more for your shipment, please contact us. USPS First Class Domestic shipments are NOT insured.
DEFECTIVE ITEMS: Please reach out to us IMMEDIATELY to report the issue. Actions available depends on the source of the item, but we will do our best to assist you.
- Hasbro: Please use their form located at https://consumercare.hasbro.com
- Good Smile: USA releases of Good Smile Company items are covered under the domestic warranty. You can submit a claim using this form. Japanese releases have limited warranty, but the items must be shipped back to Japan at the buyer's expense.
- Bandai USA: If you purchased the USA release of a Bandai item, you can request a return or replacement using this form. Please save the original packaging for verification.
- Bandai Intl: For The Japanese or Chinese release of Bandai items, limited warranty is available, however please note that they do not cover sales outside of their territories which means the items will have to be shipped back to the country of origin for replacement at the buyer's expense.
Please do not try to repair the item yourself as that may void the warranty.
For some special order items, we can reach out to the manufacturer regarding a return or replacement, but please note that even if they agree to replace the item, international shipping is NOT covered! Also note that limited edition items may not be available for replacement.
Please note that we do not guarantee perfect boxes for any item, and none of our distributors warranty against minor paint defects.
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