FAQ : Frequently Asked Questions



GENERAL


Do I need to register to buy products?
Yes, a registration is required to buy products from our store. The registration has some benefits such as Reward Points which you may obtain with each ordered statue.

How can I create an account?
Just simply click Create an Account at the top right corner of the page.

What is the default currency?
The shop’s currency is USD (United States Dollar).

How can I change my address?
Just simply follow the steps below:
  • Go to “My Account”
  • Click on “Address Book” on the left side
  • Change Billing/Shipping address

  • For Existing Orders, please contact info@prime1studio.co.jp or the address will remain the same from the day you have pre-ordered/ordered your product.

What statues are you planning to make next?
Please check our website and social media for the updates on our new products. (Facebook, Twitter, Instagram, YouTube)

Where can I check your events schedule?
For the events calendar, please check out our Facebook’s Events section.

What is your phone number?
Unfortunately, we don't provide our company’s phone number. It's available for Japanese domestic phone calls and business-related only. Please do not hesitate to contact us via e-mail (info@prime1studio.co.jp) or Facebook.

I am travelling to Japan where can I see your products?
We have a Gallery Shop in Shinjuku Marui Annex 7F, in Tokyo, Japan. Please make sure to visit us! We are also selling some special goods/merchandises that are not available at our online store! For more details regarding our store. please click here.

How do I contact customer service?
Just simply fill out the Contact Us form Contact Form which you can find at the bottom right corner of the page.




SHIPPING & HANDLING


Which countries Prime 1 Studio ship to?
We ship worldwide, but please note that some exception may apply, such as License or Shipment Restriction. We are expecting to ship to more countries soon, but we ask for your patience and support until then.

To make sure If we ship to your country, please try our website's check out system to see the shipping fees before purchasing the statue. If the price will show up, that means we can ship to your address.

Prime 1 Studio is working closely with lots of distributors to cover most countries which you may benefit to have it available from your local store.


What kind of payment methods do you accept?
We accept payments by PayPal only.
** Be aware for any request for payment by Credit Card or any others payment transaction. Please email us at info@prime1studio.co.jp if there is such request.

To find more about PayPal payments, please check out What is PayPal.

How do you ship orders?
All orders are mostly dispatched via DHL, FedEx or other similar carriers. Carrier company is automatically selected due to our system, depending on the country. Unfortunately, you will not be able to select your carrier company, we apologize for the inconvenience.

How can I check the shipping costs to my country?
You are always welcome to try our website's check out system to see the shipping fees before purchasing the statue. Simply follow the steps below:
1. Add the product to your cart,
2. Proceed to the checkout,
3. Type or select the shipping address,
4. The shipping costs will appear on your screen

Can you send my order to P.O. Box?
We are sincerely sorry for the inconvenience, but we will not ship to P.O. Boxes or forwarding service. The carrier requires the receiver to sign the documents to be able to receive a package which it is not possible by P.O. Boxes or forwarding service. Please note that most of the packages are tall and large to fit in the P.O. Boxes.

How can I track my order?
Once your order is shipped, you will get an e-mail notification with the tracking number.

Are Duty and Tax included in the total amount of my order?
The customs taxes, sales taxes are not included in the total amount of your order. The country's customs authorities or the courier (depending on the country) may require collecting the customs and sales taxes. Please check the customs and sales taxes with your country's shipping company. Their information can be found in the e-mail with the tracking number.




ORDERS & PAYMENTS


Is there any way to cancel my order?
For cancellation, you will require to contact us via e-mail info@prime1studio.co.jp . All cancellations requested within 24 hours from placing your order, will be fully refunded. All cancellations after 24 hours require a non-refundable deposit (pre-orders) or a cancellation fee $50 (buy now products).

How does the waitlist order work?
Waitlist order means that the product is currently out of stock, but it may become available due to other customer’s order cancellations. This system is free of charge and you will only be charged for a non-refundable deposit if you are the lucky one to be elected.
**We don't provide the exact waiting number, customers are chosen according to the order date.


Where can I purchase your Art Prints?
Art Prints are available through our website and distributors, but please note that some international delivery restriction may apply.

How can I create a Billing Agreement?
1. Login to Prime 1 Studio “My Account”
2. Click the Billing Agreement section on the left side.
3. Click the “Create …” button to make a new Billing Agreement.
4. You will be transferred to PayPal page to Create a Billing Agreement.

Can I change my PayPal details for existing orders?
Yes, please try to create a new billing agreement from P1S website, My Account page.
1. Login to Prime1Studio My Account and click the billing agreement section on the left side.
2. Click the "create" button to make a new billing agreement.
3. You will be transferred to PayPal page where you can modify your PayPal account.
4. When all required information is saved you will go back to Prime1Studio My Account.
** Please don’t forget to cancel your old billing agreement.

Where can I verify the Installment Plan of my existing orders?
Desktop Platform:
1. Go to “My Account”
2. Click on “Partially Paid Orders” on the left side.

Mobile/Tablet Platform:
1. Go to “My Account”
2. Then scroll down and click My Account at the bottom of the screen.


What are Reward Points and How to Earn them?
Reward points can be earned by placing an order through our Online Store. You will get 5% back in Reward Points of each order so you could use them for your future orders. The Reward Points will be added to your account once the order is shipped.
** If the Reward Points are not used within one year, they will expire.
To learn more about our points and coupons policy



RETURNS, REPLACEMENTS, CANCELLATIONS


Can I return an item I purchased?
1. The product may be returned or exchanged due to its defect or initial malfunction. Please contact us within 30 days after receiving the product otherwise we will not accept your request.
2. Under certain circumstances such as lack of products, we may not be able to exchange the defective products. In such case we will refund the money for the products.
3. If you wish to return the products due to the personal reasons, you shall cover the round-trip shipping fees for return of the products.

To learn more, please take a look at the Terms of Service.

Can I cancel an order?
Cancellation is acceptable, but some fees & conditions may apply:
  • 10% deposit is Non-Refundable for “Pre-Order” products
  • Non-Refundable Deposit cannot be transferred to other order
  • Non-Refundable Deposit may be refunded in case of order cancellation within 24 hours from your order
  • 50$ cancellation fee for “Buy Now” products
** If you decide to cancel your order after it is shipped, you will be charged for the return delivery and custom fees.

My statue arrived damaged! What should I do?
If you purchased directly from our website, please contact our after-care service team via cs@prime1studio.co.jp as soon as possible together with the pictures of damaged parts, statue’s serial number and order number. If you have not purchased directly from our website, we suggest you to promptly contact the place in which you purchased the item. They can assist you with exchanges, replacement parts, or refunds depending on their policy.