Animerch Help Desk
Feel free to contact us above,
What is Animerch.us and where is it located?
Animerch.us is an online store selling anime & game related merchandise. We are based in the United States, as indicated by our domain name (.us) with main inventory store and partners located in Malaysia, Singapore & China.
Do you deliver products internationally?
Yes we do. Animerch.us successfully ships many products worldwide each day. Although our we have priority on USA & Canada, we have many happy customers in every corner of the globe.
I have placed an order, how long will my item take to arrive?
Order processing time is between 2-5 business days, and is used to check your order for quality assurance, packing, printing of shipping labels, and forwarding it to our shipping company for dispatch. Once an order has been processed, it will then be shipped out.
Most orders arrive within 15 business days of the shipping date, however, it can take up to 25 business days for orders to arrive. This can also be effected by the shipping address country.
How can I track my order?
I only received one item, where is the rest of my order?
There is nothing to worry about, the rest of your order is on the way! Some items are shipped individually because most countries will charge you a duty fee for packages with multiple items and running the risk of holding the package. Which is why we usually send orders individually.
If I entered the wrong address, can I still get it fixed?
We will do our best to try and correct the already placed order although it is not guaranteed if it will make it through. Send us an email to email@example.com ASAP so we can correct this before your order ships out. Please include [WRONG ADDRESS] in the subject line so we notice your high priority issue.
All packages that are refused, unclaimed from the local post office, undeliverable as addressed because you input the wrong name or address when you placed your order, will not be our responsibility. So please do remember to check your address carefully when you place an order.
Can I cancel or change my order after it is placed?
We will do our best to try and cancel/change the already placed order although it is not guaranteed. Send us an email to firstname.lastname@example.org ASAP so we can correct this before your order ships out. Please include [ORDER CANCELLATION] or [ORDER CHANGE] in the subject line so we notice your high priority issue.
I received an email with order status "Completed" but don't have my order?
This simply means that the order has been processed and shipped, essentially the order has been “completed” from our end and is now on its way to you!
How do I place an order?
We accept payments by Credit cards and Debit cards (VISA, MasterCard, American Express, Discover) and PayPal as well!
1) Visit us at Animerch.us, and find the item you’d like to order.
2) Click on the item, and then you’ll arrive at it’s product page.
3) Click on the ‘Add to Cart’ button
4) Simply repeat steps 1-4 above until you’ve added everything you want to order to your virtual cart.
6) Click on ‘Checkout’ at the top right corner of the page.
7) Follow the instructions to enter your shipping address, and then your payment details. Do make sure you follow through the whole process by clicking on “Pay now” or “Complete Order” before you close the website. If your order is successful, you will see a page with your Order number.
I have a question that isn’t here! How can I ask?
If there’s something you need help with and it’s not listed in the FAQ or Help Desk please feel free to use the contact form above!
To contact us right now for immediate assistance please click for our LiveChat function which is located on the bottom right of the Help Desk page. If we are offline or you can’t seem to use this function it is best to contact us via email with all your order details at email@example.com as fast as possible so that we can attend to your issue in a timely manner.
Standard Shipping Instructions
All packages shipped out will be via a trackable standard shipping. Once our shipping company forwards the tracking number to us, we will in turn send you the tracking number via email. Please see below for the estimated shipping times to your country/region.
Estimated shipping times:
- United States, United Kingdom, Canada, Spain, France, Korea, Taiwan, China, Japan, Singapore, Malaysia, Australia/New Zealand ~ 14 to 26 business days.
- Brazil, Mexico, Venezuela, Norway, Sweden, Denmark, Finland, Netherlands, Germany, Philippines, Indonesia, India, Turkey, Saudi Arabia, Jordan, Bahrain, United Arab Emirates, and to all other countries ~ 14 to 35 business days.
- Lebanon, Colombia, Dominican Republic, Kuwait, Russia, South Africa ~ 20 to 49 business days.
Important note: Please note that all estimated shipping times stated are based on normal conditions. Every once in a while, we do experience heavy international shipping volumes, especially during the holiday seasons. Also, do note that customs in some countries do take longer times to clear and scan incoming packages, which explains for the difference in the estimated shipping times stated above.
Once your order ships out and our database updated with your online tracking number, we’ll send you an email with the online tracking information which you can use to track your package. If 6 business days has passed and you still have not received this email from us, simply drop us an email at firstname.lastname@example.org and we’ll check it out for you right away. Otherwise you can track your package on Animerch.us Tracking Page here or the USPS Tracking here & International Tracking here as alternatives.
Separate Packages & Deliverables
If your received package seems to be missing any items, please do not worry! We do ship orders in multiple/separate packages every now and then, some items are shipped individually because most countries will charge you a duty fee for packages with multiple items and running the risk of holding the package. Which is why we usually send orders individually.
Order Processing Times
Please note that Order processing time must be added on to shipping times, to get the total time taken for you to receive an order upon placing it. Order processing time is between 1-3 business days, and is used to check your order for quality assurance, packing, printing of shipping labels, and forwarding it to our shipping company for dispatch.
All packages that are refused, unclaimed from the local post office, undeliverable as addressed because you input the wrong name or address when you placed your order, will not be our responsibility. We reserve the right to charge a restocking and shipping fee of 30-50% of an item’s value if that happens. So please do remember to check your address carefully when you place an order.
Unfortunately, we will not be able to cancel orders once it has begun to be processed. As a general rule of thumb, if you do not email us within 5 hours of placing an order, there is a high chance that we will not be able to cancel it. Nonetheless, do drop us an email at email@example.com as soon as possible if you would like to cancel your order.
How does Animerch.us process my payments?
Animerch.us adheres to highest industry standards to protect your personal information when you checkout and purchase from our online store.
All payments are 100% screened through and processed by PayPal, a very trusted and secure platform. Your credit card information therefore will not be stored or be accessed by our site. Your credit card information is only used to complete the requested transaction and is not subsequently stored. We do not store or have access to any of your credit or debit card details, or passwords.
What currency is being used at Animerch.us
All prices stated on our website are in USD ($). For currency exchange conversions to your local currency, you can visit an online currency converter such as xe.com/ucc
What about Refunds & Returns?
If we have shipped you the wrong item or the item hasn’t arrived within 35 business days we will refund or replace your order upon request.
If you receive an item that is defected then you can contact us with a screenshot of the defected item and we will process a refund/return for you. Unfortunately we do not provide a shipping label if you decide that you do not want the order after you have received it but please feel free to contact us and we might be able to sort something out for you!
What is Animerch.us and where is it located?
Animerch.us is an online store selling anime & game related merchandise. We are based in the United States, as indicated by our domain name (.us) but our main store is located in Malaysia with partners/suppliers located in China & Singapore.
HQ ADMINISTRATION - USA
918 E. 13th Street Apt 27, 85719, Tucson, Arizona, USA
HQ STORE/MANAGEMENT - MALAYSIA
Pusat Bandar Wangsa Maju (KLSC)
53300, Kuala Lumpur, MALAYSIA