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Frequently Asked Questions

We have updated this page with common questions received during the Coronavirus pandemic. Please read them before using our contact form, as your question may be answered here!

Are you guys still shipping online orders?

Yes! We're working extremely hard to keep up with all orders every day and ship them from our warehouse in 1-2 business days. If it's been longer than that for you, please send us an email so we can look into it!

My order says a label has been made but it hasn't moved in a couple days. What gives?

If your order has a tracking number, it means that it will be in the hands of the carrier with our next daily pickup. However, USPS in Northern New Jersey specifically is dealing with severe staffing shortages and exponentially higher volume, so you may not see movement within their system for a couple days. For this reason, we have disabled the priority mail shipping option. We've found that many people were paying higher postage costs for priority shipments that weren't even reaching origin facilities for 2-4 days. For those who are regular online shoppers, it may take some getting used to, but everything is taking longer than it used to. Unfortunately, in times like these, the best solution is sometimes to just be patient and give logistics companies a little extra time to handle everything.

Why is my order taking so long to ship?

It feels crazy to say this, but we have only two full-time staffers working the warehouse during this time, which is, unfortunately, not enough staffing for the amount of orders received daily. They are working as hard and as fast as possible to quickly and accurately fulfill thousands of orders, but they're only human and some things will likely fall through the cracks during this crazy time. If it's been over 2 business days and you still haven't received an update about your order, just reach out to our customer service email with your information and we'll be happy to look into it and resolve it right away!

My package hasn't shown movement in a week, can you file a claim with the USPS?

To be extremely blunt, filing claims right now is a huge waste of time. The USPS will not have sufficient staff to respond to them, and then when they do, we guarantee the result will be that the package wasn't found and there's nothing they can do about it. If you fear your package is lost and it's been over 6 business days with no movement, you can use our contact form and we'll do our best to reach a resolution for you!

Why is my order status On Hold?

We have staff working remotely to assist with customer service and order invoicing, so if an order requires further review (billing information mismatch, potential inventory error, etc.), we mark it as "On Hold" so that our staff can more easily track which orders require special attention. If you notice this, we'll likely be reaching out to you shortly!

Is my preorder delayed now?

It breaks our hearts to say this, but 100% yes. We have multiple distributors across the globe, but all of them are affected by this crisis. Preorders will continue to trickle in as we're able to secure them, and we'll ship them out to you as soon as we're able. As we'll be shipping out preorders if we do receive them, during this time, if you haven't gotten an email from us that your order is being shipped out, it's safe to assume that it's been delayed or hasn't reached our warehouse yet. Unfortunately, the only advice we can give to you at this time is to sit tight. However, we are still in the process of establishing a comprehensive list of item delays that we will send out in a future newsletter.

Are you guys restocking anything?

Yes, but not as much as usual. Since California is completely closed until at least May, several of our distributors are not able to operate and will be severely backed up once they reopen. You can still track our restock calendar, which we will update with any incoming shipments!

We now resume your normal FAQ

All my orders, wishlist, and GP points are gone--what gives?

If you haven't been to our new site since it launched in 2017, it is on a completely different platform from the old one and no account information could be migrated. We would be happy to transfer your GP points for you manually, but the wishlist and order information stayed on the old site, which was shut down due to updated server parameters. Rest assured that all orders from that site were completed and shipped!

Why am I receiving a server error when I try to place my order?

This error is the result of mismatched billing information between what is on file with your bank or credit card and what is being entered on our site, causing the transaction to be blocked by fraud filters. To prevent this error, you can either check out using your card through the PayPal express method, or you can copy/paste your billing address directly from your financial institution into our checkout page.
In some cases, it may still appear that a transaction posted to your statement. However, this is only a preauthorization that will drop off within a business day.

When will you restock (item)?

With the exception of P-Bandai exclusives and discontinued items, everything will return to stock eventually; if we don't have it, it's because it's not currently available from our distributors. We post all our restocks on our facebook page and shipment schedule on our site located at this link, so those are the best ways to track item availability. We always make sure to keep stock of every item that is available to us!

Can I order online and pick up at the physical location?

Yes! If you select the "Will-call/Combination" shipping method, we will set the item aside for you and email you to confirm pickup date. (NOTE: If you use this method and do not plan to pick the item up, your order will be canceled.)

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

If you have two different addresses for billing and shipping, you can check out using the Paypal Express payment method and select the "use a debit or credit card" option. If you opt to not use this option, your order will be put on hold for security review and we may ask you to email us a copy of your photo ID on your first transaction to ensure safety. If we don't receive verification within 5 business days, the order will be cancelled automatically for security reasons.

I'm moving to a new address; how can I change the address on my processing orders?

If you need to update an address, we'll be happy to do it for you! Just email us your order number with the new address and we'll make the change in our system.
PLEASE NOTE: Changing your default address in your account will not affect processing orders, and they will be shipped to the old address unless you contact us!

What are GP Points?

You can find all the info here!

Can you guarantee perfect box condition for model kits?

We receive restocks and shipments multiple times a week from various sources all over the world, and unfortunately there is no way to guarantee that a given item will be in flawless condition. Many boxes have minor scuffs or dents from the way they were packaged and shipped to us.

Small creases or scuffs are fairly normal with model kits, but if we notice a major notable defect in the packaging while preparing your order, we will absolutely contact you prior to shipping.

Is inventory at your physical location the same as the website?

Our physical location is our warehouse, so inventory is exactly the same.*
*This only excludes some diecast collectibles like Metal Build and DX Soul of Chogokin figures, which are not kept on-site and cannot be purchased in-store. In these cases, please check the item descriptions for availability.

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. All preorders are subject to allocation based on distributor availability.
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.
For details on preorder cancellations, please refer to the cancellation section of our shipping policy.

Only one item in my order is backorder or preorder, 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. Holidays and weekends also affect the scan schedule.

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.

Do all kits ordered from you have Bluefin distribution stickers on the boxes?

Since we work with various distributors all over the world, there is no guarantee that a particular kit has the Bluefin sticker. If you receive a kit that doesn't have one and would like to return it, you are welcome to ship it back at your own expense to receive a full refund of the purchase price, minus the shipping cost.

Can orders be shipped internationally?

Yes, we can ship internationally (Please note that all prices on our site are in USD). Recipients are responsible for any customs duties and taxes where applicable; we strongly recommend you check your country's importing restrictions and be aware of any possible fees or taxes your shipment will incur.
International orders containing paint or other liquid hobby supplies may be denied by customs. In this case, we will not be able to refund the shipping cost of the order.
For further information, please click here for Online Store Customer Service.

Are Gundam Planet Gift Cards available online?

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

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 hundreds of people to notify them of the charge, which would slow down the time for the products to get to you drastically.

Does Gundam Planet have a physical location?

Yes! If you are lucky enough to live in the NY or NJ area, Gundam Planet's warehouse is open for customers on the following days:
Mon-Fri from 3pm—7pm and Saturday from 11am—7pm.
You can browse the warehouse, ask our staff questions, and of course purchase on-site. Here is the info:
http://www.gundamplanet.com/location
140 Lawrence St Hackensack, NJ 07601

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 an assembled product," 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 a specific delivery time. If you need your order by a certain date because it's a gift or used for an event, we recommend that you contact us and order well in advance.

Why am I receiving a 'Safari cannot open the page' error? (Protocol Error)

Many iPhone users have the same issues with many other sites. Since the error occurs from iOS itself, the problem can be caused from the iPhone or iPad rather than Safari. Please take a look at this article also, as it might be another option to solve the issue.
If you are receiving "The operation couldn't be completed. Protocol error", please follow the instructions below to fix this error.

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