Frequently Asked Questions

While we would have loved to carry over all customer data between 2010 and 2025, we only transferred customer information for accounts that were active on our site after 2019. We appreciate your understanding and are excited to have you back on the new Gundam Planet!

(If your account was active in the specified timeframe and still was not migrated, reach out using our contact form and we'll assist you!)

While we migrated a vast majority of customer and order information to the new platform, it's possible that some was left behind due to a variety of possible factors. If you notice that your account is affected, reach out using our contact form and we'll assist you as soon as possible!

We've actually been around since 2010, making us one of the oldest domestic industry presences in the US! You may not have heard of us because our old web platform (which we just moved off of) did not support a wide variety of third-party SEO boost functions, so we've been chugging away with zero paid advertisements for well over a decade. (That didn't stop us from being named to "Best Customer Service in America" lists for 5 straight years though!)

We understand your confusion and appreciate your diligence in avoiding online scams! While we get used to the new website, we may continue to use our old email relay system and reply from "gundamplanet@gmail.com," while order and shipping confirmation emails will come from the automated outbox "online@gundamplanet.com." If you're ever not sure and want to be extra safe, you can reach out using the contact form or send us a DM on any of our socials!

Yes! If you're in the New Jersey area, you can come shop our showroom from 2-7:30PM Monday through Friday and 11AM-7PM on Saturday. You can find all the information about our store on our Google Business listing or on our location page at this link! We hope to see you soon!

Our physical location is our warehouse, so inventory is exactly the same.**Please note that some premium collectibles that are not eligible for discounts on the website will also not be eligible for discounts in our showroom. Additionally, all per-customer quantity limitations apply to purchases in our showroom also.**

While Yen price and exchange rate used to be the top factors determining domestic item costs, the exponential increase in international shipping cost has made that no longer the case. Manufacturers now provide domestic distributors with region-specific MSPR that factors in elements like the cost of manufacturing at the time of production as well as the cost of shipping the items internationally upon release. Because of this, you'll see USD prices of roughly 1.2-1.3 times higher than what the Yen value would indicate. We recommend not basing your expectations of final cost on the initial Yen price announcement.

You place an order on our website for an item that is slated to release, but hasn’t released just yet. When we receive our stock of this item, the purchased quantity of this will be automatically pulled aside for your order. Your preordered item will be shipped to you or placed in the hold section, based on whether your entire order is ready to go out or not.

We always charge transactions immediately at time of purchase, which is for several reasons. Due to our business structure, we many times use preorders as a way to gauge customer interest in items; the low commitment of preordering without payment has historically resulted in a significantly lower order completion rate. (Even in the past when we would allow "pay shipping cost later," almost 40% of orders utilizing this option would cancel their order when an $8 payment for shipping was requested.)

Additionally, this system allows for less confusion because the customer knows exactly when their money is leaving the account. If we charged at the time of item arrival, we would have to individually contact sometimes thousands of people to notify them of the charge, which would slow down the time for the products to get to you drastically.

Lastly, due to the current nature of the industry and the resulting item delays, many customers have payment methods change between placing the order and receiving it. Due to the size of our facility and the space we would need to utilize to set items aside while we wait for updated payment information from customers, this "pay later" system is not currently an option. Thank you for your understanding!

All orders ship from our one and only warehouse in Hackensack, New Jersey! You should never receive a Gundam Planet package with a return address other than 07601.

We ship to a large variety of international locations (please note that all prices on our site are in USD), but we are not able to ship to every country on Earth. As a general rule, you'll be able to tell if we ship to your country if you are able to receive a shipping quote prior to checkout. Any address that says "no quote is available at this time" cannot be shipped to.

Recipients are responsible for any customs duties and taxes where applicable; we strongly recommend you check your country's importing restrictions and be aware of any possible fees or taxes your shipment will incur. International orders containing paint or other liquid hobby supplies may be denied by customs. In this case, we will not be able to refund the shipping cost of the order.

Gift Cards are available to purchase in-store only at this time. We apologize for the inconvenience this may cause!

Because of the nature of supply and the numerous factors that affect shipping times, we cannot guarantee you a specific delivery time. If you need your order by a certain date because it's a gift or used for an event, we recommend that you contact us and order well in advance.

Please allow 2-5 business days for any in-stock order to leave our warehouse. Although we many times ship out orders same-day or next-day, there is a high chance that our warehouse is simultaneously working on receiving inbound shipments, processing outbound preorders, and processing in-stock orders, which can slow down outbound orders.

Please refer to your tracking number for this information. Once a package ships, it’s the postal carrier’s job to get a package to a customer. They will be able to provide you with an estimate for your package’s delivery date. In all honesty, if you ask us, we’ll just be checking the tracking information ourselves since we don’t have a way to estimate otherwise.

Yes, you can request that we ship via a certain carrier (USPS or FedEx). Please note, if the specified carrier costs more than our default selection would, we will invoice you for the difference between the shipping cost paid on the order and the true postage value.

We can ship to both PO Boxes and Military bases, but USPS is the only carrier that can deliver packages to these locations. Due to this restriction, oversize shipments may require an extra shipping cost to be invoiced.

At this time, we do not offer express shipping options and have disabled priority shipping. We found that people were still not getting their packages as soon as they wanted despite paying increased shipping fees for these services. Because this issue is persisting due to postal staff shortages, we have disabled this option until further notice.

No. If you preorder an item along with any in-stock items, your entire order will NOT ship until ALL items become available. This policy applies to every order on our site. If you would like to split up your order and ship any available items immediately, we can send you an invoice for additional shipping fees. Please reach out to us for assistance.

When you place an order with us that has an NJ address, you’ll see “Curbside Pickup” as a shipping option. This will mark your order as a pick-up on our end. When you check out, you’ll get a confirmation email, but this is only your e-receipt. In 1-2 business days, you’ll get another email from us that says “Your Order #123456 is Ready for Curbside Pickup!”, which is when you know your order is ready! Please read through this email, as it will contain instructions on when and how to pick up.

At this time, Curbside Pickup is only available from 12-7PM, Monday through Saturday. If you are unable to come during those times, you can email us and we'll do our best to accommodate you by making sure a staff member can be here for you to pick up during another time.

Unfortunately, we cannot accommodate this. Pickup orders are processed and pulled by our warehouse alongside all online orders in the order they are received.

All orders have confirmation emails sent to the email on file once the purchase has been completed. Please check to make sure your email address has no typos, and please check your spam folder to make sure your confirmation email isn’t there. If it’s not, you can email us and we’ll see if we can locate your order information and help you figure out why the confirmation email didn’t reach you. Note: many Microsoft email clients don't recognize our domain, so our automated emails frequently go to spam folders. Check there, and if the email isn't there either, add our domain (gundamplanet.com) to your safe senders list.

Especially in cases of orders containing multiples of a single item, we sometimes have to use our discretion and cut down orders of quantities greater than 1-2 pcs to ensure that all customers have a fair chance at purchasing an item at MSRP. We understand reselling has always been a thing, but now it is affecting our hobby in ways that we never could have anticipated due to severe manufacturer and distributor shortages. Even though you may need 7 HG Zakus to complete your diorama, we hope you'll understand that we want to spread the limited available stock fairly between as many builders as possible. This is a great hobby that everyone should have a chance to experience, and filling an order for 25% of item stock to a single order will prevent our ability to provide that!

Please make sure you’re checking with the correct postal carrier! The correct carrier will be in the email. You can also paste the tracking number right into Google, and it should identify the carrier automatically. Please note that your tracking number is generated as soon as the shipping label is made, but it can actually take 24-48 hours to become active on the carrier’s website for you to search! If you just received your tracking number, just give it some time to work. Please also consider the time of day and day of week that you received the tracking number. For example, if you get a tracking email at 7PM, the package will not be in the hands of the carrier until the next daily pickup. If you get a tracking number after hours on Friday, you will not see movement until end of business on Monday at the earliest.

Postal carriers do not pick up packages on weekends or Federal holidays, so depending on when the shipping label was made, your package may still be waiting to leave our warehouse. Postal carriers are also dealing with staffing shortages and exponentially higher package volume, so your package may just need some extra time to be scanned into their system.

Depending on carrier volume, holiday closures, and other external factors, your tracking information may take several days to show new updates. Postal carriers have been hit hard by the pandemic and other issues, and sometimes packages require additional time to show movement. Since packages usually have to be scanned manually, it's also possible for a package to miss a scan but still be moving through the network. There’s still a chance your package will be delivered just fine, so continue to monitor your tracking information for any new updates. If it's been one week and you still don't see any new updates, you can reach out to us and we will advise you on how to proceed.

Unfortunately, there’s no way for us to speed up package deliveries. Once a package is accepted by the postal carrier, they’re in charge of making sure it reaches you. There’s no impact we can make to help speed up the delivery process. We encourage patience and utilizing the "give a picture of the gift that hasn't reached you in time for the birthday / holiday" strategy when the situation calls for it!

We have noticed this happen in a very small percentage of cases during busy times of year when postal workers are dealing with a significantly higher volume of packages than usual. This can lead to manual sorting errors, where human error leads to a package going to a completely wrong sort facility. In a vast majority of cases, it's not a cause for concern, and the error is automatically corrected at the next scan. The package should still be delivered to you but may arrive later than expected. We recommend closely monitoring the tracking information in the meantime to confirm this is the case.

If it’s the same day as the delivery date, please allow 1-3 business days for it to be delivered. There have been may cases where postal carriers accidentally mark something as delivered, but it actually shows up a couple of days later--this happens particularly often with packages marked as delivered on Saturdays. In the meantime, we recommend looking around to see if there are any neighbors who may have received your package by mistake! If you wait a couple of days and still don’t find it, and none of your neighbors have received it, please contact your local postal office or speak with your regular delivery person, who may be able to help. If they’re unable to help, and you added Route Shipping Protection to your order at checkout, you can file a claim with Route for a lost or stolen package 5 days after the package was marked delivered.

Please contact us at contact@gundamplanet.com. Please provide your order number, photos of the products received, the invoice, and the brown shipping box it arrived in. We will assess the situation based on the provided information and advise you on how to proceed.

Please double check the item condition on the item page to the right of the main image. There is a "Condition" field that will show whether the kit is a model or a pre-assembled figure. We can not provide prepaid return labels for items purchased in error as a result of not checking the condition.

We receive ALLof our stock in bulk freight shipments from authorized, licensed distributors around the world. This means that stores utilizing smaller, faster, non-freight shipment methods and selling direct on global marketplaces will have items available before us in 95% of cases, simply due to the nature of global logistics and the fact that we are 3000 miles away from the largest domestic importing locations from Asia. Please keep in mind that the likelihood of manufacturer and/or distributor delays is extremely high for any preordered figure, and that this fact is completely outside of our control. Rest assured that we will process your preorder as soon as humanly possible once it reaches our warehouse. Believe it or not, we do not want to keep you from getting your order for any amount of extra time!

There are various factors in this industry that can lead to an item being available at different times from different places, some of which were outlined in the previous question. For the most part though, stores that sell direct from Japan or have a Japanese location will receive their items at least 4-6 weeks earlier than any business operating in the US. All of our items have Japanese "street dates" when they become available (much like videogames and movies in the States), but no manufacturers have extended that system to the global market.

Preorders will ship immediately after we receive them from the manufacturer as long as all other items in the order are also ready to ship. Please refer to the item page and our preorder release date tracker as we will update release info as the arrival date nears. Prices, specifications and release dates are subject to change without notice due to fluctuations in exchange rates or manufacture delays. All preorders are subject to allocation based on distributor availability. Please get in touch with us before placing an order to guarantee that your item will be delivered to you in a timeframe that you are okay with. For details on preorder cancellations, please refer to the cancellation section of our shipping policy.

We typically do not close presales for products until the item arrives at our warehouse, or we’re out of stock. For this reason, we don’t have set presale close dates.

This depends on the item! With kits, there’s a chance we may have some available for sale later (but it is not guaranteed), while with figures, we usually will not have any left for sale if it’s out of stock now. You can always sign into your account and hit the "notify me when in stock" button on any item to be safe though!

Please check the item page and our preorder release date tracker for more information!

Unfortunately, the pandemic has caused serious lingering staff shortages worldwide that have caused all kinds of delays when fulfilling preorders. There are a lot of steps that go into getting an item released in Japan and then brought over to America, and many of those steps are encountering issues that are causing delays. Delayed items tend to delay subsequent items as well, so the issue persists.

Even the most consistent manufacturers have delayed items in the past 18 months, so if you're wondering the likelihood of an item (particularly a figure) being delayed, it is very safe to assume it will be.

All orders do not ship until all the items are accounted for. Items available before your preorder or final preorder arrive will be placed in our Hold Section, and will wait until it can be shipped out to you with everything else you ordered. As the preorder checkbox on every preorder item page states, your entire order will not ship until all items become available.

You can either email us and ask us to split the shipment, but this will come at an additional shipping fee, since we’re now shipping two packages instead of one. Please note if you got free shipping from your order and both of your split packages are less than the free shipping threshold, you’ll have to pay shipping twice. Alternatively, if you have anything else you want to order, you can place an order as normal and email us, requesting for us to put your in-stock hold from your other order into your new order!

All orders are charged at the time of purchase, including preorders! There should be no issue with payment if you no longer have the original card used for the purchase. The only time this may present an issue is if you need to process a refund for it. If this is the case, you can contact us and we can go over it with you to ensure you get your money back.