Frequently Asked Questions

GENERAL

How do I contact customer service?

Customer service can only be reached via email. Please contact info@ghiblicollection.com.

Customer service is available 9 a.m. to 5 p.m., Monday through Friday [Pacific Time]. Customer service is not available on weekends or major holidays.


How do I create an account on your site?

To create an account, go to https://www.ghiblicollection.com/auth/register.

Once you have created an account, it can be accessed by logging in here: https://www.ghiblicollection.com/auth/login. When logged in, you will be able to see your current order summary, tracking information (once your order ships), and your order history.

If you have forgotten your password, please go here to receive a new password: https://www.ghiblicollection.com/auth/forgot.

ORDERS

I just placed my order – can I add to it?

Unfortunately, we cannot add items to an order once it has been placed. You will need to place a separate order for any additional items you wish to purchase.


How do I cancel my order?

Please contact info@ghiblicollection.com to cancel your order. Please note that if your order has already shipped, we will be unable to cancel it.


How do I track my order?

When you place an order, you will be sent an order confirmation email, which will contain your order number.

If you have a Studio Ghibli Collection account, details about the progress of your order and your order history will be available there.

If you do not have an Studio Ghibli Collection account, you can always contact us at info@ghiblicollection.com about the status of your order. We can tell you where your order is in the process on any business day.

SHIPPING

How soon will my order ship?

Orders for in stock items will ship within 1-3 business days.

For pre-orders, please consult the appropriate product page for approximate shipping dates.


What are your shipping options and how much do they cost?

We offer standard and expedited shipping. The cost of shipping is determined by the dollar value of your cart. Please note that even if the value of your cart is zero dollars, shipping costs will still apply.

If your order is over a certain weight it will be upgraded to ship via Federal Express™. If we are delivering to a residential address, your order will ship via FedEx Home Delivery®, which only delivers Tuesday through Saturday (no Monday deliveries).


Do you ship internationally?

At this time, we only ship to the United States (including APO, FPO, DPO, and U.S. Territories) and Canada.


Will I be responsible for additional fees when shipping to Canada?

Yes. Shipping on our site does not include import taxes, customs duties, or brokerage fees, which may be levied by Canadian customs.

You will be responsible for paying those fees and taxes in order to receive your order.


I didn't get everything I ordered.

There are several reasons that an order may be incomplete. If you have ordered more than one product, and one of those products is in pre-order status, the preorder product will ship to arrive to you on the release date of that product. We also ship from more than one warehouse; if your order contains products that are shipped from different locations, they will arrive in different shipments. There are times that we have back-orders and occasionally there are promotional or “Gift With Purchase” items that ship from a different location than the product.

PAYMENT & BILLING

What payment options are available?

We currently accept Visa, MasterCard, American Express, Discover, PayPal, and Amazon Pay. These are the only payment options for the site at this time.


When will I be charged for my order?

As of January 9, 2019, when you place an order, you will be charged immediately.

Please note that all charges will appear on your credit card/PayPal/Amazon Pay billing statement as being charged to "SHOUT! FACTORY."

For orders placed before on or before January 8, 2019, please note the following:

If you use PayPal, your account will be charged immediately upon order.

Please be aware that many banks will freeze funds when you make a purchase with a debit card. For this reason, we do not recommend placing pre-orders with a debit card.

If you use a credit card or Amazon Pay, you will be preauthorized for the purchase amount when you place your order. This preauthorization will appear as a “pending” charge on your billing statement, and will fall off that statement in accordance to your credit card company’s policies. If your order includes any pre-orders, you will see an additional preauthorization on your billing statement when we are ready to ship those pre-orders. Your card will only be charged when an item has been confirmed as shipped by our warehouse.

If your credit card account has been closed, your card has been reported lost or stolen, or your authorization does not clear, you will receive an email notifying you that your order has been cancelled. Once you have received this email you will have to create a new order.

Please note that all charges will appear on your credit card/PayPal/Amazon Pay billing statement as being charged to "SHOUT! FACTORY."

RETURNS & DAMAGES

What is your return policy?

We accept unopened returns within 30 days of receipt.

We do not take returns of products purchased from anywhere except from the Studio Ghibli Collection Store. Products purchased from retail stores or online retailers are subject to the returns and exchange policy of those locations.


How do I return an item?

Please contact info@ghiblicollection.com prior to returning an item, as a return merchandise authorization (RMA) number will be required. You will be sent return instructions once you have been assigned an RMA.

Once your return has been received, you will receive a refund for the full cost of the product (including applicable sales tax). We are unable to refund any shipping and handling charges unless the return is a result of our error. Please note that customers are responsible for the cost of return shipping, unless the return is a result of our error.


An item I purchased arrived damaged – what should I do?

Please contact customer service at info@ghiblicollection.com and include pictures of reported damages. We will do our best to fix the problem.