Customer Service Information

Gundam Shoppers Network / Kaiju Cat Hobbies is a small "mom-and-pop" business. We are not a large operation; we don't have a large support staff, but our promise to you is that we will do our best to handle your orders and requests in a timely manner, and treat you with respect and courtesy.

1.) Order processing and shipping time

  • We will do our best to process, pack, and ship out your orders within 2 to 3 business days after you place an order with us. This does not include weekends or holidays. We are closed on Sundays and Mondays, so if you place an order on Friday or Saturday, it may not be ready to ship until Tuesday or Wednesday the next week.
  • During times of high order volumes (i.e. sales, special promotions) we might be delayed. Orders may take additional time to process and prepare for shipment so we ask for your patience
  • We will do our best to notify customers of any delays via email, social media and our Discord server

2.) Preorders

  • We provide product arrival estimates to the best of our ability
  • Please note that some shipping delays may occur, especially for items coming from overseas
  • If you order in-stock items AND preorder items together, we won't ship the entire order until all items are available
  • Preorders are subject to the same cancellation terms as all other orders (see Section 5 below)

3.) Box condition policy

  • All model kits are sold as-is. When appropriate, we will inspect product boxes to ensure the runners are still sealed and that there is no major box damage prior to shipping.
  • Some boxes may have light wear such as small creases, dents, or bulges due to age or from handling during shipping.
  • If a box has significant damage with large tears, dents, and creases, we may sell it as a "Damaged Box" item at a discount. We will ensure that the box contents for these items are intact and in new condition before listing them.

4.) Private Warehouse

Using promo code "PRIVATEWAREHOUSE" at checkout means that WE WILL NOT SHIP YOUR ITEMS IMMEDIATELY. We will hold your orders until you are ready to ship them. You can make multiple Private Warehouse orders over time, and we will continue to hold all of them. Once the total value of your Private Warehouse meets or exceeds $199, we will ship everything to you for free (some exceptions apply, particularly for large/oversized items).

We offer this service as a courtesy to repeat customers, so you can save on shipping costs. When you choose to check out with the Private Warehouse option, you understand and agree to the following terms and conditions:

  • This option is available for US customers only
  • Free shipping only applies to Private Warehouses that total $199 or more
    • Some exceptions apply for extra large items (i.e. some Perfect Grade kits, Zoids Gojulas, Megahouse displays, etc.) where an additional shipping fee may be added
  • Private Warehouse orders are subject to the same cancellation terms as all other orders (see Section 5 below).
  • Orders that total over $199 will automatically ship out to you UNLESS YOU EXPLICITLY TELL US TO HOLD THEM.
    • Please communicate this intent via email, social media private message, or Discord direct message. If you do not give us express instructions to hold your orders, we will ship them at our earliest convenience
  • If you request to ship your Private Warehouse orders when the combined value is less than $199, we will send you an invoice for actual shipping costs.
  • IMPORTANT NOTE: For Private Warehouses with a combined value less than $199, we will only hold these for up to 6 months (approximately 180 days). After this 6 month courtesy period, the following will occur:
    • We will contact you via email to ask if you want to add any additional orders to get up to the $199 threshold for free shipping
    • If you do not want to add to your Private Warehouse, we will work with you to calculate the shipping cost of your Private Warehouse as is
    • If we can't reach you via email, we will try other avenues such as your phone number if we have one on record, or your social media accounts if we know your associated user names
    • If we are unable to get a response after three attempts to contact you through various means, your order will be cancelled and you will be refunded 90% of your order totals in store credit only. NO EXCEPTIONS.

      5.) Order changes and cancellations

      • Please note: cancelled orders may be subject to a 5% cancellation/restocking fee to cover payment processing and transaction fees
      • To avoid the 5% cancellation fee, you may opt for a full refund in store credit
      • The window to cancel your order and receive a refund is 48 hours after placing the initial order. NO EXCEPTIONS.
      • If you think you need to cancel your order, please contact us immediately
      • We cannot cancel orders that have already been shipped

      6.) Lost or damaged orders

      • If you believe your order has been lost or delivered to the incorrect location, please submit an inquiry with the carrier immediately and notify us. It is the buyer's responsibility to initiate a claim. We will then work with you and the carrier to track down your package, replace your item, or issue a refund if applicable.
      • If you believe your order has been damaged due to the fault of the carrier, please submit an inquiry with the carrier immediately and notify us. It is the buyer's responsibility to initiate a claim. We will then work with you and the carrier to replace your item, or issue a refund if applicable.

      7.) Returns and refunds

      • Please contact us immediately if you want to request a return.
      • The return window is 5 days after the date of receiving your order.
      • There are two acceptable criteria for returns and refunds, no exceptions:
        • Defective items
          • We will make our best attempt to replace defective items. If we don't have replacement items available, we will issue a refund.
          • We require the buyer to return defective items to us before we send a replacement or approve a refund. Please include the original packaging.
          • The buyer is responsible for shipping the items back to us. We recommend using a service that provides tracking.
          • We will inspect all items once returned to us, and then ship replacements if available, or approve refunds if appropriate.
          • Shipping costs from the original order are non-refundable.
          • If you are approved for a refund for any reason, a credit will automatically be applied to your credit card or original method of payment and you will be notified by email. You can also opt for store credit if you prefer.
        • Incorrectly sent items
          • We will make our best attempt to replace incorrectly sent items. If we don't have a replacement, we will issue a refund.
          • We require the buyer to return incorrectly shipped items to us before we send a replacement or approve a refund.
          • The buyer is responsible for shipping the items back to us. We recommend using a service that provides tracking.
          • Incorrectly sent items must be returned to us in new condition - factory sealed, unopened, unused, unaltered, and unassembled - in order to qualify for a replacement or refund.
          • A full inspection will be made, and any signs of attempts to reseal opened items will void the return/exchange.
          • Shipping costs from the original order are non-refundable.
          • If you are approved for a refund for any reason, a credit will automatically be applied to your credit card or original method of payment and you will be notified by email. You can also opt for store credit if you prefer.

      All policies above are subject to change.