Welcome to Figure Model Shop’s FAQ section! As fellow collectors, we’ve compiled answers to the most common questions about our premium anime and tokusatsu figures, shipping, and more. Can’t find what you need? Our collector support team is always ready to help at [email protected].

About Our Products

What types of collectibles do you specialize in?
We curate premium Japanese pop culture collectibles including:
  • Scale figures (1/8, 1/7, 1/6 scales)
  • Bandai S.H.Figuarts and S.I.C. action figures
  • Gundam model kits and collectibles
  • Kamen Rider and Ultraman tokusatsu items
  • Naruto and One Piece anime merchandise
All our products are officially licensed and collector-grade quality.
How do you ensure my collectible arrives in perfect condition?
Every figure receives our Collector’s Assurance treatment:
  • Double-boxing for scale figures and premium items
  • Protective wrapping for delicate parts
  • Desiccant packets in humid climates
  • Clear “Fragile Collectibles” labeling
Do you carry rare or limited edition items?
Yes! We frequently stock exclusive releases like:
  • Tamashii Nations web exclusives
  • Event-limited color variants
  • Early production batch figures
Follow us on social media for rare item alerts.

Ordering & Payments

What payment methods do you accept?
We accept all major credit cards:
  • Visa
  • MasterCard
  • JCB
  • PayPal
All transactions are securely processed with SSL encryption.
Why was my payment declined?
Common reasons include:
  • Insufficient funds
  • International transaction blocks (contact your bank)
  • Billing/shipping address mismatch
  • Exceeding daily purchase limits
For assistance, email our support team with your order number.
Can I modify or cancel my order after payment?
Orders enter processing within 1 hour during business hours. Email us immediately at [email protected] with “URGENT: Order Change” in the subject line. We’ll attempt to accommodate your request if the order hasn’t been packed.

Shipping & Delivery

What are my shipping options?
We offer two collector-focused methods:
  • Standard Shipping ($12.95): DHL/FedEx – 10-15 days with full tracking
  • Free Shipping (orders >$50): EMS – 15-25 days with basic tracking
Both methods include insurance coverage.
Why hasn’t my tracking number updated?
Carrier systems typically update 24-48 hours after scan. During peak seasons (like pre-order arrivals), updates may take longer. If no movement after 5 business days, contact us with your order number for investigation.
Do you ship to my country?
We ship worldwide except certain remote Asian regions. Our checkout system automatically validates your address. For special requests (military addresses, etc.), email us before ordering.
How are pre-orders handled?
Pre-ordered items ship immediately upon arrival at our Jacksonville warehouse. For combined orders, you’ll receive separate notifications as each item becomes available. Release dates are estimates from manufacturers and may change.

Returns & Collector Satisfaction

What’s your return policy?
We offer a 15-day return window from delivery date for:
  • Damaged items (must report within 48 hours of delivery)
  • Manufacturer defects
  • Incorrect items shipped
Items must be returned in original packaging with all accessories. Email [email protected] to initiate returns.
My figure has a paint defect. What should I do?
First, send clear photos of the issue to our support team. For minor flaws (common with mass-produced figures), we may offer:
  • Partial refund
  • Replacement if stock allows
  • Store credit for future purchases
Major defects will qualify for full returns.
Can I exchange for a different figure?
Exchanges are handled as returns followed by new purchases. Due to collector demand, we cannot hold items during this process. We recommend placing your new order immediately after initiating the return.

Account & Technical Questions

How do I reset my password?
Click “Forgot Password” on the login page. You’ll receive an email with reset instructions. If you don’t see it within 15 minutes, check your spam folder or contact support.
Why can’t I add items to my cart?
This usually means:
  • Item is out of stock (refresh the page)
  • Pre-order window has closed
  • Regional restriction applies
Try clearing your browser cache or using a different device.
How do I join your collector community?
Follow us on Instagram and Twitter for:
  • Early access to new arrivals
  • Collector spotlight features
  • Behind-the-scenes warehouse updates
  • Exclusive discount codes
Links are in our website footer!

Still have questions? Our team of fellow collectors is standing by to assist at [email protected] or via live chat during business hours (9AM-5PM EST). Happy collecting!