Product Inquiries

If you find a defect or are unhappy with your purchase.
Please contact the Customer Support team here.

Inquiries Via Mail

To send your inquiry to the support team, please either complete the following form, or alternatively send us a mail at Please ensure you enter the email address correctly, as we have had many cases of customers sending requests to the incorrect mailing address.
Also please email us in Text format as we are not able to receive HTML format emails properly.

Please also set your spam filters to allow mail from If you receive email on your phone, be sure to allow it to receive mail sent from a computer.

Also note that inquiries regarding orders from the GOODSMILE ONLINE SHOP are received at a separate address. Please be sure to read through the GOOD SMILE ONLINE SHOP’s Usage Guide, and then direct your inquiry to the GOOD SMILE ONLINE SHOP’s Contact Form.

Customer Support is closed on weekends, Japanese public holidays and certain company holidays. In this case we will contact you as soon as possible after reopening. It may take up to 5 working days for the reply. 
Please also note we do not accept information requests about unannounced products.


Please note that this support line is for defective products and is separate from the GOODSMILE ONLINE SHOP support line as well as the GOOD SMILE US ONLINE SHOP support line. We cannot respond to queries regarding orders, shipping or delivery from either of these stores. Please contact them directly.

Please contact the GOODSMILE ONLINE SHOP directly on their Inquiry Form or via email at if you have queries regarding your order.

Please contact the GOOD SMILE COMPANY US SHOP directly if you have queries regarding your order. You can find out more contact details on the website here:

Additionally, please redirect any product requests and re-release requests to this form:

Contact Number
Confirm E-Mail
Postal Code
*In the case items are sent to you, this address will be used. Please ensure it is correct.
Inquiry Category
Product Category
Product Name
Place of Purchase
Inquiry Details
*In the case of a suspected product defect, please explain the problem in detail.
If you have photos to accompany your inquiry, please attach them here. Please keep photos below 1MB in size. Ideally, photos should include a close-up of the defect, a photo of the entire figure and a photo of the figure's packaging
Photo #1
Not selected
Photo #2
Not selected
Photo #3
Not selected

If you do not recieve a response from us within one week, please be sure to check your spam folder and mail settings.

– Personal Information Policy –
All information provided to our support team will be used only for the purposes of dealing with your inquiry.

– Disclosure Agreement-
Please refrain from disclosing information received from our customer support team to third parties.
This includes re-posting information on social media sites and forwarding details to third parties.

Inquiries regarding preorder status, payment information or shipping information for items purchased at the GOODSMILE ONLINE SHOP are handled by GOODSMILE ONLINE SHOP customer support. Please fill out the form at the following link for support for these kinds of inquiries.

For inquiries related to the GOOD SMILE US Shop, please contact them directly at the following link:
New product/rerelease requests are accepted at the following form.
We cannot accept inquiries regarding future products or rereleases.
Please refer to our official social media channels and homepage for more information on new products.