Frequently Asked Questions

Do you have any questions or need more information? Please check our most frequently asked questions below.

🕒 How do I cancel my order?

Orders may be canceled within 12 hours of purchase. Please visit our Contact Us page and select the subject “Cancel order.”
You must include your correct order number to process the request. Refunds will be issued to your original payment method (e.g., card or PayPal). Please note that banks may hold funds for 1–3 days after cancellation — this is outside of our control.

💰 How do I request a refund?

Refunds may be requested if:

• You did not receive your order within 50 business days
• You received the wrong item (see section below)
• You no longer want the item (must be unused, return is at your expense)

Refunds will not be issued for:

• Incorrect shipping address provided
• Delays due to customs or natural disasters
• Order cancellations requested after 12 hours

Submit your request via the Contact Form under the subject “Refund order.” Be sure to include your correct order number. Refund requests must be submitted within 15 days after the guaranteed delivery period ends.

📦 What is the status of my order?

Once shipped, estimated delivery is 10–30 business days to most countries. Maximum delivery time is 50 business days. Some orders may ship in multiple packages.
You will receive a tracking number by email when your order is dispatched. Click here to track your order.

🚚 How do I track my order?

You’ll receive a tracking number by email and SMS once your order ships. In some cases (e.g. free shipping), tracking may not be available.
You can track your order at global.cainiao.com or on our Track My Order page.

🎯 I received the wrong product or wrong variation. What should I do?

Please double-check your order confirmation email. Some items have multiple variations, which may affect what was shipped. If you believe the product received is incorrect, use our Contact Form and select “Wrong product received.” Attach clear photos and describe how it differs from what you expected. A correct order number is required.

💥 What if my product is damaged?

If your item arrived damaged, please submit a request via our Contact Form and choose “Damaged product received.” Upload photos showing the damage and provide a short description. We’ll resolve the issue as quickly as possible.

📦 I received only part of my order. Where is the rest?

For logistical reasons, items may be shipped separately even if ordered together. Please wait for additional tracking updates or emails before contacting support.

💱 In what currency will I be charged?

Prices are displayed in your local currency, but final charges are processed in USD. Your bank or credit card provider may apply additional currency conversion fees. Please consult your financial institution if unsure.

📞 Why don’t you offer phone support?

At AnimeMerch.com, we believe in providing the fastest and most efficient support possible — which is why we’ve chosen not to use traditional call centers.

Instead, we’ve developed an advanced AI-powered voice assistant that handles the most common order issues through a human-like phone experience. It’s available 24/7, never puts you on hold, and provides instant answers regarding tracking, cancellations, delivery updates, and more.

For anything more specific, our friendly support team is always available via email at [email protected]. This dual approach ensures that your requests are handled faster, more accurately, and with full tracking — no need to wait on the line or repeat your issue to multiple agents.

This is the best and most reliable way to get help — quickly, clearly, and always with a record of your request.

⏱️ How long does it take to get a support reply?

We typically respond within 1–5 business days. Response times may be longer during holidays or peak periods. Thank you for your patience!

📨 Why am I not receiving email notifications?

Please check your spam/junk folders. If not there, it’s possible that you entered an incorrect or invalid email at checkout. Contact us via the Contact Form using the subject “Not receiving notifications.”

❓ I have a product question before purchasing. What should I do?

We’re happy to help. Please use the Contact Form and choose the “Presales” subject.

📄 Company Information

AnimeMerch.com is operated by:
Online Mega Stores Zbigniew Orłowski
A. Gabrysiaka 23A/1
80-175 Gdańsk, Pomorskie
Poland
VAT ID: PL9571022554
Email: [email protected]

Last updated: July 20, 2025