And, as Ruby always said, “Thanks for shopping at our website!”
You can call us toll-free at 1-877-4-GUNDAM or, if you live in Michigan, at 1-734-327-0173. You can also email us at email@example.com, or access our contact box by clicking here. We also offer live chat on Monday-Friday from e10:30 a.m. – 4:30 p.m. EST; if we can be on at additional hours, especially during the holidays, we will be. If you try to chat during those hours and we are unavailable online, please call us; we may have accidentally not signed-in or something.How long have you been in business?
We have been in business since 1999, and we have been operating our Gundam Store and More website since 2001.Where are you located?
We are located in Ann Arbor, Michigan.Can I come to your warehouse?
Sure! If you are in our area or are planning a trip to our area, give us a call. We do allow customers to shop in our warehouse, but we request that you call us first at 1-734-327-0173 to schedule an appointment to ensure someone will be here to assist you.What does your warehouse look like?
Gundam heaven. It is 6,500 square feet of sheer Gundam delight. We actually had a guy from out-of-state plan a trip around visiting us, and he fell to his knees and kissed the ground upon entering the warehouse. We wouldn’t go that far, but it is a true story.Do you have other locations?
Nope. One keeps us busy enough.What if my order is incorrect when it arrives?
We will make it right. Contact us right away by either email to firstname.lastname@example.org, click our Live Chat link during chat hours, or give us a call toll-free at 1-877-4-GUNDAM. We make every effort to assure that all orders are shipped correctly, but we are human, so an error can occur. If something does go wrong, you have our word that we will correct it and make sure you are satisfied.What if my order arrives damaged by the carrier?
While we make sure each order is securely packaged, mishaps can happen with UPS or the USPS; therefore, we insure everything for safety. So have no worries; we make sure you are protected. If anything ever arrives in a condition you deem unacceptable, simply contact us right away by either email to email@example.com, click our Live Chat link during chat hours, or give us a call toll-free at 1-877-4-GUNDAM. (In the meantime, be sure to hold on to the packaging and damaged model as the carrier may require it as part of their investigation.)What is your return policy?
Returns must be made within 10 days of the customer's receipt of the items, be insured by the carrier against loss or damage, and have a Return Authorization Number clearly written on the outside of the box. To obtain a Return Authorization Number, call our store at 1-877-4-GUNDAM. Please note that returns will not be given on items which were sold in closed packaging and were subsequently opened by the customer, except in the case of an obvious manufacturer’s defect. Returned non-defective items must be unopened, and they must include all original packaging, printed materals, and accessories. In the event that the item returned is incomplete, a credit will not be issued. If the item does have a manufacturer's defect, we will offer a full replacement of the exact same item and ship it at no extra charge or offer a full refund. If the item is not defective, a store credit for the full amount of the item or refund less a 20% restocking fee will be issued for the merchandise, less the original shipping cost and the gift wrapping fee, if applicable, once the item is received. The customer is responsible for all shipping and insurance costs. Please remember: All returns must be insured for safety and have a Return Authorization Number clearly written on the OUTSIDE of the box. We want you to be satisfied with your purchase from our company. If at any time you have a question or special situation regarding a return, please do not hesitate to contact us.How does your 110% Low Price Guarantee work?
It is all explained by clicking here. Who loves ya, Baby? We do.How do I sign up for your newsletter?
Easy! Enter your email address in the “Newsletter” box on the right side of this page and click the “Submit” button.How do I unsubscribe from your newsletter?
Simply click the “Unsubscribe” link at the bottom of any newsletter you have received.When do you send newsletters?
If you are asking about the kick-butt fight scene in the upper left corner, it was done by "Furikuu," and you can view his walling profile page at http://furikuu.animepaper.net. We have his permission to use this image on our site.Where can I learn about your Gundam Club?
Click here; we think you’ll like what you see.What do I do if I lose my club card or number?
Just email us at firstname.lastname@example.org and we’ll take care of you.How do I redeem club member coupons?
Simply enter your unique code into the coupon section during checkout and reap your reward.Are your products authentic?
We sell only guaranteed, authentic items, and we have done so for a decade now. How do we know that they are authentic? Simple: Because we only buy products from authorized Bandai Japan distributors. We also check the labels and paperwork to prove that what we get comes straight from Bandai.What is the difference in height between a 1/144, 1/100, and 1/60 scale kit?
Roughly speaking, a 1/144 is around 4.5-5” tall, a 1/100 is around 8.5-9” tall, and a 1/60 is around 11-13” tall.What is the difference between a First Grade (FG), High Grade (HG), Master Grade (MG), and Perfect Grade (PG)?
Detail. That is the best answer. The better the grade and the higher the price, the more detailed and intricate the model will be. Bandai is very honest in their pricing, so the higher the price, the more parts, pieces, and excitement with the kits.How do I know if I am ready for a Perfect Grade?
This is sort of like asking how many licks does it take to get to the center of a Tootsie Roll pop: the world may never know. Here’s our rule of thumb: if you have done about 5 Master Grades and completed them properly without going crazy, you’re probably ready. A Perfect Grade is a lot of parts and will require a lot of patience. Don’t rush into one just because you think it looks cool. Granted, they do look cool; but, for the sheer investment involved, it is important to be sure you that are ready for the undertaking.What marker do I use to fill-in the panel lines on my model?
GM-01, my friend. Everyone wants one, and here is the link you need: Fine Point Black Paint Marker.Isn’t a fine point Sharpie the same as a fine point paint marker?
No. And you should be ashamed for even asking that. (Seriously.)Why are the directions in Japanese; will I be able to figure them out?
Well, the directions are in Japanese because we want to drive you insane. Just kidding. All of our products come straight from Bandai Japan, and their customers are Japanese. Therefore, the directions do contain Japanese text; however, the directions also contain English A-B-C and 1-2-3 picture directions. In other words, the diagrams show to put part A1 into part C3. If you haven’t modeled before, this may sound confusing, but we assure you that it is a lot easier than it sounds. If ever you have any questions during assembly, just contact us; we are happy to help.Why is my model not shrink-wrapped?
As far as we can surmise, theft is not as much of a problem in Japan as it is here; therefore, Bandai doesn’t see the need to shrink-wrap the outside of the boxes. The inner packages are all wrapped, though, so that the trees and inner parts do not get lost. Any shrink-wrap you see on authentic, Japanese models is added to them once they arrive in the United States. Since we ship from a warehouse and not a retail store, we don’t see the need to add shrink-wrap to the outer cartons; it would increase the cost of the models to our customers, and that is something we don’t want to do. We do have one authorized distributor who does add shrink-wrap to everything. So there is a chance that you could get a wrapped model. Either way, rest assured that your models are brand new and straight from Bandai; we only sell things that way.Why did a particular model’s price change?
We try to have all items at our lowest prices at all times. Occasionally a price will go up or down if we have to fly it in from Japan, though, since bringing products in by plane is a lot more expensive than bringing them in by boat. The only other reason prices may change is based on the value of the Japanese yen. We try to absorb minor fluctuations, but if the yen dips too low, we may need to make adjustments.Why are things sold out on your site for a long time?
Bandai Japan does not have “inventory” like we do in the United States. They make models each month, and they only produce enough for the quantity they have orders for. Once that stock is gone, it is gone. If we sell out of what we order before they make more again, we have to wait. And, let me tell you, the waiting game can be a very long game. We have had to wait a couple years for some kits to be remade. If we are sold out of a kit you are looking for, and you do not see it in our preorder section or read about its release in our blog, drop us a line to email@example.com. We can let you know if we have any news.When do you get new items?
We get shipments at least once a month from Japan. Some months Bandai makes a lot of new releases; some months Bandai only has a few new releases. You can check for pre-orders at the top of the Gundam section or read our blog for upcoming models.Can you replace a part for me?
Maybe. This question needs a two-part answer. Part One: If you receive your model and had a part break in transit or notice a part that is molded wrong (an incredibly rare occurrence), it is important to contact us immediately before you open any trees. Once the customer cuts into a bag, he/she assumes responsibility for the kit. Once a bag is open, we have no way of knowing if the customer broke a part or if the manufacturer did. Therefore, if any bag is open or if any part has been cut off of any tree on the model, we can no longer offer replacement parts. Unfortunately, some people in the past took advantage of our liberal parts policy, and we had to institute a strict one, like other model kit stores. In the event Bandai or the carrier damaged the part, we will replace it. Part Two: If you did open the bags, if you just lost a part, or if you want to customize your kit, you can visit our Parts Store page to see if we may have parts available for purchase for your model.Do you buy models?
No. We sell only brand-new items that come directly from Bandai on our site. If you are looking to sell your models, we suggest doing it on either ebay.com or amazon.com.How can I trust ordering with you?
We’ve been in business for over 10 years, and we are always here if you have a question. We know that our customers make our business, and we strive to give you our all on every order. We are a Yahoo! 5-Star Top Service Customer-Ranked store, and you can read lots of great feedback about us online. Your peace of mind is very important to us, so if you ever have a question or are unsure about anything, the best way to handle it is the old-fashioned way: talk to us! We’ll even pay for the phone call with our toll-free number: 1-877-4-GUNDAM.Is your site secure?
Totally. Our site is not only encrypted by Yahoo! for your protection, but we have taken the extra step to protect our site with Trust Guard, an industry leader in site protection and verification. You can view our security certificate by clicking the Trust Guard links at the bottom of any page on our site or by clicking this link: https://secure.trust-guard.com/certificates/www.gundamstoreandmore.com. Additionally, please click here to learn about how to know if your credit card is safe. This informative page will not only help you on our site, but others, too!Can I order by phone?
Of course! Many of our customers prefer to order by phone. Give us a ring at 1-877-4-GUNDAM, and we’ll take care of you.What if I don’t have an email address?
You don’t have an email address? How can you LIVE? Just kidding. Simply enter in firstname.lastname@example.org or some other garbly gunk that will just create an email that will go nowhere and be lost in the realm of cyberspace.What is your pre-order policy?
We only allow customers to buy a product as a "pre-order" once we have ordered the product and it has been confirmed that we will be receiving it. Nevertheless, we cannot be held responsible for manufacturer delays and cancellations. We will post updates about the products on our site, and we will also email status updates to individuals who pre-order. When a pre-order is placed, the customer is charged for the item because we have real-time credit-card processing. If a customer needs to cancel a pre-order, he or she will receive a credit less a 10% cancellation fee. A customer who places an order for both an in-stock item and a pre-ordered item will have the in-stock item held until the pre-order can be shipped, unless the customer would prefer to place each order separately and have two shipments sent to him/her at different times. (We will notify the customer if a situation like the previously mentioned one occurs.)Can I get a gift certificate?
Yes! You can order one by clicking here. If you would like one in an amount that is not displayed, just give us a call at 1-877-4-GUNDAM.Do you gift wrap; what does the paper look like?
Your wish is our command. We do gift wrap for $3.50 per item. Additionally, whether you choose to have your item/s wrapped or not, you can select to have us include a free gift message that we will print on a small card and put in an envelope. Our gift wrap papers are below.Where do I get a coupon?
The best way to get a coupon is to sign up for our newsletter. If you haven’t signed-up yet, you can do so on the left side of this page. Once you do, you will get special monthly discount products and occasional coupons. (You’ll also be entered in our free $25 monthly giveaway!) Please keep in mind that we do try to offer all of our products at our lowest prices to save you money without having to use coupons.How do I redeem coupons?
Simply enter your unique code into the coupon section during checkout and reap your reward.Do you have a catalog?
Nope. Sorry. The truth of the matter is that it would cost too much to produce and mail, and we would have to increase the prices of our items to cover that cost. Plus, by the time customers get the catalog, our inventory might have changed. So, to keep costs down for you and keep you up-to-date, we post everything right on our site. It’s your 24/7 way to access the latest Gundam Store and More info.What payment methods do you accept?
We accept Visa, Mastercard, Discover, American Express, PayPal, personal checks, and money orders. We can accept your debit card or gift card as well, as long as it has a Visa, Mastercard, Discover, or American Express logo on it. Personal checks and money orders must be mailed to us before your order ships. We do wait 7 business days for personal checks to clear the bank before your order is sent, but we ship orders paid for by money order as soon as they arrive. A $25 service fee will be charged for any returned check.How do I know my credit card is safe?
This is a biggie! We have a whole page on our site devoted to just this answer. Click here to learn about how to know if your credit card is safe. This informative page will not only help you on our site, but others, too!Why do you need my billing address?
Verifying billing address is a way to protect both you and us from fraud. We verify all credit card billing addresses. When you place an order with us, our site asks for your billing address when you check out. Your billing address isn't where you want your bill mailed or anything like that. It is the address your bank or credit card company mails your credit card or bank statements to. We verify every billing address in a multi-step process. First, when the credit card is run, we get a message back letting us know if your address matched with your credit card company or bank. If it does, GREAT! If it doesn't, we call your credit card company or bank. If we can't get it to match with a person, we will call you to get the correct address. Verifying billing addresses is one of the best ways merchants can help protect their customers from fraud. The logic of the check is that if someone found or stole your credit card, he or she won't have your personal data. Therefore, we appreciate your assistance in filling in your accurate billing information when placing an order--and understanding why you may get a phone call for verification from our store if you didn't.You charged me; why do you need my billing address?
As soon as you click to submit your order to us, your credit or debit card is charged. Ah, technology. Once the card is run, we get a notice that you did have available funds and that your billing address matched. The credit card companies are still willing to allow your charge to go through when your billing address doesn’t match. That’s where we come in. If we don’t get a match, we don’t ship the order. There is no other way for us to assure that you really placed the order, as someone who found your card laying the street isn’t going to know where you live. Just think of us verifying your billing address as us having your back.Where do I mail my check or money order?
You can make your payment out to Gundam Store and More and mail it to us at 4403 Concourse Dr., Ste. B, Ann Arbor, MI, 48108. Please note that payments need to be made within 7 days of order placement.Why do you only ship to confirmed PayPal addresses?
When we ship to your confirmed address with PayPal, we know we are shipping the items ordered to you and that someone else didn’t access your PayPal account and try to place a fraudulent order. Since we are unable to verify billing addresses with PayPal because we do not get your credit card number, we must ship to only the confirmed address. If you need to ship to a different address, it is best to order with your credit card on our site and enter in both your billing and shipping address.Why did you refund my credit card a few dollars?
Simple: we’re honest. If you see a credit, it is most likely because we noticed that you were overcharged for shipping.How much does shipping cost?
We know that a great price on a model is no bargain when you are charged too much for shipping; therefore, we calculate your shipping charged based on the specific weight of your order to your zip code. Our site will display your shipping costs and options (Ground, 2 Day, and Next Day Air) when you enter the checkout process, after you enter in your name and address but before you enter any credit card information.Is your shipping charge ever higher than quoted?
On rare occasions, our site may not be able to give you an accurate shipping cost. Because models are so lightweight, UPS and the USPS often upcharge large orders based upon the size of their boxes, which is called “dimensional weight.” Dimensional weight is the weight the carrier thinks the box should be based on how big it is. Normally we absorb excess charges; however, if those extra charges are significant, we may need to contact you about them.When will my order ship?
We ship Next Day Air and 2 Day Air orders the day after they are placed. UPS Ground, Priority Mail, and First Class Mail orders are shipped 2-3 business days after they are placed. If we are able to ship an order any sooner than these timeframes, we will, but these are the general guidelines.When will my order arrive?
The best way to answer this question is to send you to our delivery map: Click here.When will I get my tracking number?
Yahoo! emails a status update with your tracking number to you the afternoon or evening your item ships from our warehouse. Please remember that it does take 1-3 business days, depending on your shipping method, for your order to leave our warehouse.How do I track my package? Does UPS deliver on Saturday?
Nope. They take the weekend off for all Next Day Air, 2 Day Air, and Ground packages. However, for a bunch of extra charges, they can deliver a Next Day Air Saturday package. A Saturday deliver is NOT included in the normal Next Day Air Charge that we charge on the site. This type of delivery is extremely expensive, but we can arrange it if you call us at 1-877-4-GUNDAM.Do you ship internationally?
We only ship to the United States at this time, but we do plan to start shipping to Canada in the Spring/Summer of 2009.Why can’t my order ship via First Class Mail?
First Class Mail orders must be a certain weight and size. We are only able to ship single paint markers, decals, and trading card packs via First Class Mail.What happens if I select the wrong shipping method?
We’ll charge you for the right method and ship the order out. We don’t want to delay your order, so we will get it adjusted for you. The following are some examples of why we may have to change a shipping method: if you selected UPS, but we have to ship to a PO Box or AK, HI, PR, APO, AE, or FP address; if you selected First Class Mail for something other than single markers, decals, or trading card packs; if you selected Hold For Pick-up, when we actually need to ship to you.Why did you charge me for a Delivery Address Correction?
We make every effort to explain during checkout that we need your proper address for delivery. We even link to the Post Office address verification page for you to check your address at checkout and have an instant UPS zip code checker on the site. UPS charges us $8 for Ground packages and $10 for 2 Day and Next Day Air for having to change your address if you have a typo, enter a wrong zip code, or don’t include your accurate physical address. (This is especially true for college students in dorms!) We can’t afford to keep our prices as low as we do if we have to pay for customers’ address errors. So, starting in November of 2008, we had to pass that expense on to the customer when he or she makes an error.Why is the UPS shipping charge so expensive in some cases?
UPS has added a new charge to their rates, in addition to their fuel surcharges, for what they deem to be zip codes that are in “remote areas.” The fee is $2.95, which adds a significant amount to the shipping cost. Believe us; we are always on our UPS rep about costs, and we are always looking for ways to save our customers money. Based on service, though, UPS is the best way to ship to the majority of our customers.Can I pick up my order?
Sure, if you’re near Ann Arbor, Michigan… or if you are in any other state and just in the mood for a road trip. Call us at 1-877-4-GUNDAM to schedule a time for a pick-up at our warehouse. You can also order right online and then select “Hold for Pick-Up” as your delivery method. You won’t get charged a shipping fee.