Frequently Asked Questions
When will my preorder item ship?

Preorders will ship immediately after we receive them from the manufacturer (Please refer to item page; we will update release info as the arrival date nears).
Prices, specifications and release dates are subject to change without notice due to fluctuations in exchange rates or manufacture delays.
Please contact us about requests to cancel preorders. There is a minimum $5.00 and maximum of 10% charge for any cancelled preorders.

Only one item in my order is backordered, so why aren’t the rest shipping?

Since you only pay for shipping for one package at checkout, we wait until all the items are here to ship at once in order to avoid extra shipping charges. If you’d like the items in stock immediately, please place two separate orders: one for any not in stock and one for all the in-stock items.

My shipping confirmation email says that my package is shipped but I can't track it... Why?

99% of occurrences of this case happen before our scheduled pickup. Your order is already packed, labeled and ready to be shipped, but the shipping service has not origin scanned the package.

Why haven't I gotten an order confirmation email?

Many email clients don't recognize our domain, so our automated emails frequently go to spam folders. Check there, and if the email isn't there either, add our domain (gundamplanet.com) to your safe senders list.

Is it better to email or call for customer service inquiries?

Emailing is much better and will allow us to answer your question more accurately and at a wider, more convenient range of times.

I want to purchase certain items, but I can’t find them at the online store.
Is there any way I can purchase items not listed on the website?

We can arrange delivery services for some BANDAI or TAMIYA items not listed on the website, subject to stock availability (excluding fragile items). Please note that we will charge a $5.00 handling fee and applicable FedEx shipping costs per shipment for this service. International shipment may require additional fees. For further information, please click here for Online Store Customer Service.

My item is backordered, so how long will it take to get here?

Backorders depend on the timing of purchase and item in question. They can take anywhere from one day to six months; please get in touch with us before placing an order to guarantee that your item will be delivered to you in a timeframe that you are okay with.

Can orders be shipped internationally?

Yes, we can ship internationally. Recipients are responsible for any customs duties and taxes where applicable. For further information, please click here for Online Store Customer Service.

What advantages are there to creating a GundamPlanet user account?

If you create a user account at GundamPlanet online, you will enjoy a smarter shopping experience for future orders. User-exclusive features include a faster checkout process, the ability to accumulate GP Points, and the option to create wish lists of the items you want most, which can be sent to your family and friends.

Does free shipping apply to international orders?

Only locations in the continental US are eligible for free ground shipping.

Are GundamPlanet Gift Cards available online?

Gift Cards are not available online at this time. We apologize for the inconvenience this may cause.

What forms of payment are accepted for online purchases?

We accept Visa, AmEx, MasterCard, and Discover credit cards, as well as PayPal.

Is it safe for me to pay by credit card over the Internet?

Yes. Our secure server software uses industry-standard 128 bit SSL (Secure Sockets Layer) and a dedicated IP address to fulfill the requirement for running a highly secure e-commerce environment. For further information, refer to our Privacy Policy and Security.

Is it a problem to have two different addresses for billing and shipping?

If you have two different addresses for billing and shipping, we may ask you to email us a copy of your photo ID on your first transaction to ensure safety.

Why was my package shipped by a different shipping carrier from what I chose?

We always try to ship packages in the best way for customers. We may use a different service when:
1. A shipping address is not in a specific service area.
2. A shipping cost exceeds what customers pay due to package's weight, sizes, or distance.

Why hasn't my order been shipped yet?

Please make sure your items are in stock or on backorder when you purchase them. Backorder items will be shipped as soon as they become available.

Will you charge for a preorder at the time of purchase or at the time of the item’s arrival?

We always charge transactions immediately at time of purchase, which is for several security reasons. If we didn’t do this, we would need to keep all credit card information on file, which would make us obvious targets for hackers and could leave both us and the customers vulnerable to theft. Our current system allows guarantees of security on both ends of the transaction. Also, this system allows for less confusion because the customer knows exactly when his or her money is leaving the account. If we charged at the time of item arrival, we would have to individually contact sometimes upwards of 100 people to notify them of the charge, which would slow down the time for the products to get to you drastically.

Is there any physical Gundam store?

Yes. If you are lucky enough to live in the NY or NJ area, Gundam Planet is open for customers on the following days:
Friday from 3pm—7pm and Saturday from 11am—7pm.
You can hang around in the store with many Gundam Model kits and of course purchase right away. Here is the Info.
http://www.gundamplanet.com/location
544 10th St. Palisades Park, NJ, 07650

I received a pre-assembled model, but I wanted an unassembled model kit. Why?

Please double-check your order before placing it. When a product's condition says "This product is pre-assembled," this means you are ordering a pre-assembled robot.

Can you guarantee delivery time?

Because of the nature of supply and the numerous factors that affect shipping times, we cannot guarantee you the specific delivery time. If you need your order by a specific date because it's a gift or used for an event, we recommend that you contact us and order well in advance.

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