Customer Service Information

Gundam Shoppers Network / Kaiju Cat Hobbies is a small "mom-and-pop" business. 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.

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.

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 you are ready to ship all of your orders, we will pack them all together and make one shipment to you.

  • If the total of all your Private Warehouse orders equals $199 or more, you get free shipping! Some exceptions apply for extra large items (i.e. Perfect Grade kits)
  • If the total of all your Private Warehouse orders is less than $199, we will send you an invoice for actual shipping fees.
  • Available for US customers only

Order processing time

  • We will do our best to process, pack, and ship out your orders within 5 to 7 business days. This does not include weekends.
  • 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 social media and/or email.

    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
    • If you think you need to cancel your order, please contact us immediately.
    • The window to cancel is 24 hours after placing the initial order.
    • We cannot cancel orders that have already been shipped.

    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.

    Returns and refunds

    • Please contact us immediately if you want to request a return.
    • The return window is 14 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.