PickupNew pickup requests are temporarily unavailable. Existing pickup requests will still be accommodated—please reach out through our contact form for assistance.
📦 ORDERS & PREORDERS
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A preorder is an item purchased before it is ready for immediate shipment.
The release date shown on a product page is generally based on information provided by the manufacturer and is an estimate rather than a guaranteed delivery date. Manufacturer release dates may change due to production, licensing, or logistics delays.
After a product is released overseas, Animon Life still needs to receive the merchandise at our California warehouse before customer orders can be processed and shipped. Because of this, the manufacturer's release date and Animon Life's estimated shipping date may be different.
Please check the product page for the latest estimated release and shipping information.
If the estimated Animon Life shipping period has already passed and your order has not shipped, please contact us with your order number.
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Your entire order will ship only after every item in the order has arrived and is ready.
For example, if your order contains:
One in-stock item
One preorder expected in August
One preorder expected in October
the entire order will be held until the final preorder item arrives.
In-stock merchandise included in the order will normally be allocated and held for that order while we wait for the remaining preorder merchandise. It will not be sold simply because another item in your order is still pending. In the rare event of an inventory discrepancy, our team will contact you regarding the affected merchandise.
We strongly recommend ordering in-stock and preorder merchandise separately.
We also recommend placing preorders with significantly different estimated release dates in separate orders if you would like to receive earlier items sooner.
If you have already placed a combined order and would like to request a split shipment, please contact us. Split shipments are not guaranteed, and additional shipping charges may apply.
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Please contact us as soon as possible and we’ll review whether your orders can still be combined before shipment. Usually, we’re able to combine multiple in-stock, ready to go orders for you.
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If part of your order is available and you'd like earlier shipping, contact us to review available options.
Additional shipping fees may apply. We don’t recommend splitting shipments, because it sends your order back into the fulfillment queue, and orders are fulfilled in the order they were received.
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Yes — but only before the order has shipped.
Please contact us immediately if your shipping address needs updating.
If you know that you’ll be moving soon, but you aren’t able to provide an exact shipping address, we can hold your order for you.
Modifying address on your account or your account address on our website doesn't change the shipping address of an order that has been placed. You’ll need to contact us through the form below!
Order modifications are subject to availability and are not guaranteed. Shipping-address changes must be requested separately before shipment.
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Occasionally, an order or individual item may need to be canceled due to circumstances such as:
Manufacturer allocation shortages
A manufacturer discontinuing or temporarily taking an item out of print
Inventory discrepancies
Pricing or listing errors
Payment verification issues
Duplicate or invalid orders created during checkout
Technical checkout or payment-processing errors
Other circumstances that prevent us from fulfilling the order
If only one item in a multi-item order is affected, we may refund the unavailable item and continue processing the remainder of the order.
If an invalid or duplicate order is canceled, please check your payment account to confirm whether a charge was actually posted. If you see multiple posted charges for the same purchase, please contact us so we can review the transaction.
We will contact you when additional action or confirmation is required.
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After successfully completing checkout, you should receive an order confirmation email containing your order number and order details.
If you do not see the confirmation:
Check your spam or junk folder
Check the Promotions tab if you use Gmail
Confirm that you entered the correct email address at checkout
If checkout displayed an error or you did not receive an order confirmation, please do not immediately place the same order again if you see a pending transaction on your bank account.
A pending bank authorization does not always mean that Animon Life successfully received the payment or created an order. Pending transactions may be released by your bank if the payment was not completed.
If the charge becomes fully posted, remains pending for an unusual amount of time, or you are unsure whether an order was created, please contact us with:
Your name
Email address used at checkout
Approximate transaction amount
Date/time of the attempted order
Our team can check whether a valid order and payment were received before you try placing the order again.
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Generally, no.
Merchandise shown as sold out on our website is not guaranteed to be available through a custom invoice, direct payment link, or manual order.
In certain situations, our team may provide a custom invoice or payment link after we have separately confirmed available or reserved inventory for you.
Please do not submit payment through an old or previously provided payment link unless our team has specifically instructed you to do so for your current order.
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Yes. Preorders can be canceled before the item arrives at our warehouse. Cancellations are refunded in full to the original payment method (currency rate might be differ at the day of refund). Once a preorder has arrived at our warehouse or shipped, it can no longer be canceled. To request a cancellation, contact us with your order number.
🚚 SHIPPING & DELIVERY
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During the regular season, in-stock merchandise is generally processed and prepared for shipment within approximately 3–5 business days, excluding weekends and holidays.
During the November–December holiday season, processing may take approximately 3–6 business days.
Processing time and carrier transit time are separate.
Once your package ships, you will receive a shipping confirmation email containing tracking information.
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Free U.S. Standard Shipping is available for qualifying domestic orders of $60 or more after discounts, before taxes and shipping
For other orders, shipping costs are based on factors such as:
Package weight
Package dimensions
Destination
Carrier rates
Any special-handling or shipping restrictions
Certain merchandise may be unusually large, heavy, or oversized. Because carriers may charge based on dimensional size as well as weight, the actual shipping cost cannot always be determined until we physically receive and measure the merchandise.
For qualifying international, Canadian, oversized, or special-handling shipments, the shipping amount collected at checkout may occasionally require adjustment.
If additional postage is required, we will contact you before proceeding.
If you do not wish to pay the additional shipping amount, please reply to our team so we can review the available options for the affected order. Depending on the circumstances and whether the order has already entered fulfillment, available options may include cancellation or refund of the affected merchandise.
We will not charge an additional shipping amount without first contacting you.
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Animon Life ships internationally to many supported destinations, subject to carrier, product, and regulatory restrictions.
At this time, we are temporarily unable to ship orders to European Union (EU) Member States due to updated packaging compliance requirements under the EU Packaging and Packaging Waste Regulation (PPWR) and the additional compliance setup required for cross-border sellers.
The affected destinations are:
Austria, Belgium, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, and Sweden.
We are continuing to review the applicable requirements and hope to restore shipping to affected destinations once the necessary compliance setup can be completed. We do not currently have an estimated date for when shipping will resume.
For other supported international destinations, customers are responsible for any applicable customs duties, VAT, import taxes, brokerage or clearance fees, and other charges assessed by the destination country or carrier.
International shipping availability may change as carrier services and regulatory requirements are updated. Please refer to our Shipping Policy for the most current information.
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International packages may be transferred from the original carrier to a local postal service or delivery partner in the destination country.
Tracking systems do not always synchronize immediately between carriers, so the original tracking page may show limited updates after the handoff.
If this occurs, we recommend contacting your local postal carrier and providing the tracking number associated with your shipment.
Customs processing may also temporarily delay tracking updates.
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For delivery security, orders valued at $250 or more may require a signature upon delivery. Signature confirmation may also be added to certain oversized, high-value, or otherwise qualifying shipments.
If you miss a signature-required delivery, please follow the carrier's instructions for redelivery or pickup.
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Customers are responsible for providing a complete and accurate delivery address.
If a shipment is returned because of:
An incorrect or incomplete address
Missed delivery attempts
Failure to collect the package
Refusal of the shipment
Other recipient-related delivery issues
additional shipping charges may be required before we can resend the order.
For international orders, previously paid international postage is non-refundable when a shipment becomes undeliverable for recipient-related reasons.
Please contact us if tracking shows your package is being returned.
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Not necessarily.
Carriers may occasionally miss scans or show no visible movement while a package is traveling between facilities.
For USPS shipments, please allow up to 14 days without tracking movement before contacting Animon Life regarding a potential lost-package claim.
If there has been no movement for 14 or more days, please use our Contact Form and provide your order number and tracking number so our team can review the shipment and determine whether a carrier claim should be opened.
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Packages are sometimes marked “Delivered” shortly before they actually arrive, or left in a nearby spot. Please:
Check around your property, mailbox, and parcel lockers, and with neighbors, building management, or your mailroom
Wait 24–48 hours, since some packages arrive after being scanned as delivered
Contact your local carrier office with your tracking number
If you still can’t find it, contact us within 14 days of the delivery scan with your order number and tracking number. For delivered packages, carrier claims and resolutions are reviewed case-by-case and are not guaranteed.
🎁 PRODUCTS & MERCHANDISE
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Yes.
Animon Life sells brand-new, unused merchandise and specializes in officially licensed game and ACG merchandise.
We source merchandise through authorized licensing, manufacturer, and distribution channels and do not sell counterfeit or bootleg products.
Products arrive at Animon Life from the manufacturer or authorized supply chain before being processed through our California warehouse.
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Please review the product title, variant selection, description, and listed contents before ordering.
Product photos may contain display props, other merchandise, or promotional materials for presentation purposes. Only merchandise specifically stated as included with the product should be considered part of your purchase.
Preorder bonuses and promotional gifts
A preorder bonus, manufacturer gift, event freebie, or other promotional item is only guaranteed when it is specifically stated as included on the product listing or applicable promotion.
If a bonus is not listed, please do not assume that it will be included.
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Minor cosmetic wear to outer packaging may occur during manufacturing, international transportation, warehouse handling, or carrier delivery.
Examples may include minor:
Dents or creases
Corner wear
Scratches
Sticker or adhesive aging
Slightly folded packaging
Surface wear
Outer packaging is primarily intended to protect the merchandise during transportation. Minor cosmetic packaging wear that does not affect the merchandise itself is generally not considered a product defect.
If the actual merchandise is significantly damaged, defective, incomplete, or unusable, please contact us so we can review the issue.
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Product photos and specifications are generally based on information made available for the merchandise.
Because merchandise is mass-produced, minor variations in color, finish, positioning, measurements, stitching, printing, or other production details may occur.
Product dimensions and measurements should also be treated as references unless otherwise stated.
For apparel, always review the product-specific size chart before ordering rather than relying only on your usual U.S. size.
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Please contact us within 2 days of delivery with your order number and clear photos of the item, the issue, and the outer shipping box. An unboxing video is strongly recommended for high-value items.
Depending on the situation, severity of the issue, product availability, and our review, an appropriate resolution may include replacement merchandise, a replacement component, refund, partial refund, or other assistance.
Partial refunds or courtesy adjustments are reviewed case-by-case and are not guaranteed. Please do not dispose of, alter, repair, or discard the affected merchandise or packaging until our team has completed its review.
If an approved replacement requires waiting for manufacturer inventory, our team will provide the available replacement timeframe and alternative resolution options when possible.
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Restocks are not guaranteed.
Availability depends on the manufacturer, licensing arrangements, remaining production inventory, and whether another production run becomes available.
Some merchandise may be temporarily out of print, while other merchandise may be permanently discontinued.
If a restock notification option is available on the product page, we recommend signing up for it and following Animon Life's official social media for major restock announcements.
Our customer service team usually cannot provide a confirmed future restock date unless the manufacturer has provided one to us.
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Some fashion accessories and jewelry merchandise are intended for decorative or light wear.
Please avoid:
Water exposure
Heavy impact
Sleeping/showering while wearing
Excessive pressure
Wear-related damage such as tarnishing, bending, or stones coming loose after use is not considered a manufacturing defect. If an item arrives damaged or defective, please contact us within 2 days of delivery.
🏬 STORE & PICKUP
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No.
Our websiteand retail store location, event inventory, and other sales channels may have different merchandise availability.
A product showing as available online does not guarantee that the same product is currently available at a specific physical store.
Likewise, merchandise available in-store may not always be available online.
If you need to secure a particular online product, placing an online order is the safest option rather than relying on physical-store inventory.
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Online-order pickup is temporarily unavailable while our Hayward location relocates. Customers with existing pickup requests can contact us through the form below for assistance. We’ll update this page when pickup resumes.
Because inventory can change quickly, we generally cannot guarantee informal item holds. Placing an order is the best way to secure available online inventory.
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Regular store hours are listed at the bottom of this page. Holiday hours, event hours, and temporary closures can differ, so please check Google Maps for the most current schedule.
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Artist Alley and other consignment merchandise is managed differently from Animon Life's regular retail inventory.
Because Animon Life may not carry replacement inventory for merchandise belonging to an individual artist or consignor, certain return, exchange, defect, or replacement requests may need to be handled through the physical location where the item was purchased.
Please contact us with the item information and purchase details so we can direct you appropriately.
💳 RETURNS, CANCELLATION & PAYMENT
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Animon Life offers a 15-day return window from the date of delivery for eligible merchandise.
To qualify, the merchandise must remain:
Unused and unopened
In its original condition
In its original packaging
With all original tags and labels attached
Accompanied by proof of purchase
You must contact us and receive return approval before mailing anything back. Unauthorized returns may not be accepted or refunded.
For approved standard returns, customers are responsible for return shipping costs.
The following merchandise is not eligible for return:
Clothing and apparel-related merchandise, including tops, bottoms, hats, socks, belts, and similar items
Sale merchandise
Gift cards
Other items specifically identified as non-returnable
Apparel cannot be returned or exchanged because the size or fit does not work for you.
Please carefully review the product-specific sizing information before placing an apparel order.
If merchandise arrives damaged, defective, or incorrect, please contact us instead of submitting it as a standard return.
Please visit our Return Policy page for complete details.
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We accept major credit and debit cards and the payment methods displayed as available during checkout, including supported digital payment options.
All payments are collected at the time the order is placed, including preorder purchases.
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For returned merchandise, refunds are processed after the return arrives at our warehouse and passes inspection.
Approved refunds are issued to the original payment method used for the order.
Once Animon Life processes the refund, additional time may be required for your bank, card issuer, or payment provider to post the funds to your account.
We cannot redirect a refund to a different payment method.
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Please first confirm that:
The promotion is still active
Your cart contains qualifying merchandise
Your subtotal meets the promotion's requirement
The promotion can be combined with any other discounts currently applied
Your delivery destination qualifies for the promotion
For U.S. free shipping, enter your shipping address first during checkout so the website can identify the order as a domestic shipment.
If you believe your order meets all stated requirements and the promotion still does not apply, please contact us before completing checkout.
📩 CUSTOMER SUPPORT & BUSINESS INQUIRIES
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For order status, preorder, shipping, return, damaged-product, or general product questions, please use the Contact Form on this page.
For order-related inquiries, please include:
Your order number
The email address used at checkout
A clear description of your question or issue
Photos when the inquiry involves damage, defects, missing merchandise, or incorrect merchandise
Our customer service team generally responds within 24–72 business hours, excluding weekends and holidays.
Response times may be longer during major product releases, events, conventions, and holiday periods.
Please do not submit multiple requests for the same issue.
Duplicate submissions do not move your request ahead in the queue and may make it more difficult for our team to efficiently review your case.
If you are waiting for a response, please also check your spam, junk, and Promotions folders.
Business inquiries
Order-related customer service requests should not be sent to our business collaboration inbox and may not receive a response there.
For collaboration, licensing, wholesale, event, media, influencer, or other business opportunities, please use our business contact information.
Other Information
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For openings, please see: https://www.animonlifeofficial.com/hiring
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Please view: https://www.animonlifeofficial.com/artist-alley-in-the-bay
Instagram: @artistalleyinthebay
Contact Us
Have a question about your order status, preorder update, shipping, return request, or a product on our website? Please fill out the contact form, and the Animon team will get back to you within 1 - 3 business days. Business hours exclude weekends and holidays.
For order-related questions, please include your order number and the email address used at checkout so our team can assist you faster.
Business
Please do not send order-related questions to our business collaboration inbox. Order support messages sent to the business inbox may not be reviewed or responded to.
For collaboration, licensing, wholesale, event, media, influencer, or other business inquiries, please contact: business@animonlife.com
Adding Points from Online Orders to In-Store Loyalty Program
Please fill out this form for more information.