Our customer support will only replace or exchange parts with defects that can be confirmed to have occurred at the time of shipment.

If your item(s) were received broken or defective or if pieces were missing, please contact us with the following information:

  • Good Smile US order number
  • Date of your purchase.
  • A screenshot of the order confirmation/receipt, including your name and address.
  • The estimated date that you received your item.
  • Images of the entire figure, including whatever piece(s) are defective or broken.
  • Images of the figure’s box, front and back.

The following is not eligible.

  • Used and second hand products
  • Consumer-to-consumer transaction
  • Lost or damaged parts
  • Products that have been delivered for more than 6 months

※We may not be able to respond to your requests even if you have kept the products unopened.

For any damage claims, please reach out to the shipping carrier. 

Important: If you decline purchasing shipping insurance, you assume responsibility for any loss or damages to your shipment. Your shipment does not carry protection from the carrier.