Security and Payment
How secure is Akiba Soul's payment system?

We use an awesome payment service called Stripe for all orders. Stripe is an industry leader that also handles payments for companies like Facebook and Apple (specifically, Apple Pay). Here’s a list of businesses who use Stripe: https://stripe.com/gallery
Stripe only works with businesses that are compliant with PCI (Payment Card Industry) standards.

We also offer PayPal for any in-stock or pre-owned figure that is not age-restricted. PayPal is also another industry leader.

Does Akiba Soul store my credit card?

We do not store your credit card or any payment information.

Whether you pre-order or purchase an in-stock product, it is stored in Stripe’s secure environment and encrypted with AES-256. Decryption keys are stored on separate machines. None of Stripe’s internal servers and daemons are able to obtain plaintext card numbers; instead, they can just request that cards be sent to a service provider on a static whitelist. Stripe’s infrastructure for storing, decrypting, and transmitting card numbers runs in separate hosting infrastructure, and doesn’t share any credentials with Stripe’s primary services (API, website, etc.)

If you purchase an in-stock, non-18+ product using PayPal, it is handled all by PayPal securely on their servers.

How do I delete any Stripe saved credit cards?

If you would like to have any of your saved cards removed, please email [email protected] and we’ll help you out as soon as possible!  

What are Akiba points?
Akiba Points are redeemable points that can be used for a discount towards a purchase. Akiba Points are equivalent to a USD penny so 100 Akiba Points are equal to $1.
Where did the PayPal button go?
For age-restricted products and pre-orders, we are unable to offer PayPal. Paypal only allows their service to be used for non-age-restricted products. In regards to pre-orders, PayPal does not allow pre-payment for pre-orders that are not delivered within 20 days.

Sell
How do I sell my figures to Akiba Soul?

1) Contact us for a price quote
2) Ship your collection
3) Profit!!

Once you send us a list of your collection, we’ll send you an offer and split the shipping costs 50-50/60-40 with you if you are in the US. If you are outside of the US, you will be responsible for shipping fees.

Ready to make some money? Click here to get started!

Pre-Order
When will I have to pay for my pre-order?

We only charge your payment method when we are preparing your shipment. We will email you one week before we charge your credit/debit card with a reminder. Please email [email protected] if you have any questions.

In extremely rare cases, we will contact you and ask for a deposit for your pre-order.

I lost/changed my credit card that I used for a pre-order. What should I do?
Please email [email protected] or fill out our contact form and we’ll help you securely change your credit card on file.

Can I pay for my pre-order in advance or change my payment method?

Yes! Please email [email protected] or fill out our contact form so we can assist you with this. Make sure to include your order number in the email.

Can I combine in-stock orders with pre-orders? How about multiple pre-orders together?

At this present time, we cannot combine orders together. However, we will automatically ship multiple pre-orders together if they arrive at our store at the same time.

Is there a chance that my pre-order will be delayed or won't be filled?

Akiba Soul does everything we can to fill every single pre-order we receive and deliver them on-time as well. However, there may be issues out of our control such as allocation, manufacturer cancellation, etc. that may affect our ability to fill all pre-orders. Keep in mind that this rarely happens since we do have an excellent track record of filling all pre-orders.

Are there release dates for pre-orders accurate?

All release dates listed are estimated dates. The manufacturer and distributor determines when we receive our pre-orders.

I think my cart is broken. I can't add more than one type of pre-order product in my cart!

In order to be able to charge your payment properly for pre-order items releasing on different dates, we only allow one type of pre-order product per checkout.

You can order multiples of the same though! We’ve done our best to make the checkout process as simple as possible to speed things up.

Where did the PayPal button go?
For pre-orders, we offer Stripe as the payment processor. PayPal does not allow pre-payment for pre-orders that are not delivered within 20 days. If you are purchasing an in-stock or pre-owned figure that it not age-restricted, Paypal is available as an option.

I can't find the item I want to pre-order anymore!

Each figure has a pre-order deadline date so we remove them from the store on that date. However, sometimes we can still request figures past the pre-order date. Contact us at [email protected] or fill out our contact form and we will do our best to help!

Shipping
How are orders packed?

Great question! We have a blog post (with pretty pictures) on how we pack all our orders!
https://www.akibasoul.com/2015/10/29/how-do-we-pack-orders/

TL;DR: Every figure box is individually bubble wrapped and placed in a box with paper to protect the order.

How much is shipping?
For the 48 states in the continental US (excluding Alaska and Hawaii), we primarily use USPS for a flat rate of $5.99 per item. We may occasionally ship via UPS, FedEx or other USPS methods for the same flat rate of $5.99 per item. For Alaska, Hawaii and international shipments, pricing is variable. It is best to place the item in your cart and use our shipping estimator. If you are located outside the US, contact us at [email protected] or fill out our contact form to request a potentially lower shipping price!
How long does it take for my order to ship?

Typically, in-stock orders ship within 1-2 business days. Many of our shipments are via USPS which takes about 2-7 business days to arrive after departure from Akiba Soul. For international orders, it takes about 15-25 days to arrive after departure from Akiba Soul.

Do orders come with tracking information?

Yes, we include tracking numbers with all of our shipments.

Does Akiba Soul ship internationally?

We do ship internationally to select countries and hope to be able to lower fees in the future as negotiate with our shippers. There are some locations we are unable to ship packages. If we cannot ship to your location, we will promptly contact you. Please contact us at [email protected] or fill out our contact form to request a potentially lower shipping price!

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Cancellation Policy
What is the Akiba Soul cancellation policy?

In-stock products may be cancelled as long as the product has not been shipped. Please email [email protected] or fill out our contact form with your request. Pre-orders cannot be cancelled.

Returns
How many days do I have to return a purchase? Can I return new or pre-owned items?

Our goal is to ensure that you’re completely satisfied with your purchase. If, for whatever reason, you are dissatisfied with your purchase, you can return it to us within 15 days of purchase date subject to the conditions below.

Conditions
New Items

  1. If a new, sealed item has been opened, it cannot be returned. Opened items are any products that have had the factory sealed tape removed, or where there is clear evidence the product packaging has been opened.
  2. All packaging material and damaged goods must be kept in the original form as received.

Pre-owned Items

  1. Pre-owned items with missing/damaged parts cannot be returned but may be eligible for partial refunds. Partial refunds will handled on a case-by-case basis.
  2. Your item must be in the same condition that you received it, with all included accessories. It must also be in the original packaging and kept in the original form as received (sealed pre-owned items must stay sealed).
What is your policy on defective items?

If you receive an item that has a manufacturer’s defect, please contact us within 15 days of receiving your order so we can work with the manufacturer to get you a replacement.

How do I return an item?
  1. Email [email protected] with the subject line “Return for Order #” (and include the order number)
  2. If approved, place the original package into a shipping carton.
  3. If you received a label in an email, print the label and tape it to the carton. If not, clearly write the RMA number on the outer box.
  4. Ship via insured ground service with a tracking number. (Return shipping charges are the responsibility of the customer and Akiba Soul is not responsible for lost or damaged packages.)
How do refunds work?

Refund Policy
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7-10 days. Shipping fees to and from Akiba Soul will not be refunded. If the product is not in original condition, Akiba Soul reserves the right to refuse the return or charge a restocking fee of not less than 15%.

I still have questions!
What should I do, senpai?

Email us at [email protected] or fill out our contact form with your request and we will do our best to assist you!