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 support@prime1studio.co.jp or the address will remain the same from the day you have pre-ordered/ordered your product.
Where can I check your events schedule?
For the events calendar, please check out our Facebook’s Events section.
- International Events: We will announce mostly on our Facebook’s Events section.
- Prime 1 Studio Gallery Shop
- For more news on our upcoming events (domestic or international), see News on our website
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 (support@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 does 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.
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 support@prime1studio.co.jp if there is such request.
To find more about PayPal payments, please check out What is PayPal.
* Be aware for any request for payment by Credit Card or any others payment transaction. Please email us at support@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 similar carrier companies. The 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
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.
How many days does the Economy Shipping take from the preparation to the delivery?
The Economy Shipping is mainly transit by SEA Freight which takes more time than the Standard Shipping transit by Air Freight. It will take about 1-3 months after the last payment has been completed to the final delivery.
- After receiving the last payment of your order, we would start the shipment preparation. This operation may take up to 1 month to consolidate all orders during this timeframe before shipment.
- Once it has been shipped, you would receive a confirmation e-mail with the tracking number, and the delivery will be completed for up to 2 months.
Please note that the Economy Shipping is not available for all the countries.
Why is my Economy Shipping Order tracking number not updated yet?
Choosing the Economy Shipping Option, the tracking number from the carrier website will only be updated once it arrives at the destination port.
Therefore, you cannot see the updates on the tracking yet because it is still currently in transit.
Please do not worry, your shipment would be able to be tracked soon once it arrived at the destination approximately up to 8 weeks!
Therefore, you cannot see the updates on the tracking yet because it is still currently in transit.
Please do not worry, your shipment would be able to be tracked soon once it arrived at the destination approximately up to 8 weeks!
How many days does the Standard Shipping take from the preparation to the delivery?
The Standard Shipping is the fastest way we can offer for your order. It would take up to 1 month from the receipt of your last payment to the final delivery.
After receiving the final payment, the shipping preparation will be completed in 1-2 weeks.
Once the package is shipped, you will receive a confirmation e-mail with the tracking number, and the delivery will be completed within 2 weeks.
After receiving the final payment, the shipping preparation will be completed in 1-2 weeks.
Once the package is shipped, you will receive a confirmation e-mail with the tracking number, and the delivery will be completed within 2 weeks.
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
I purchased a product but did not receive the confirmation e-mail.
We suggest you go to the junk mail folder to check If the e-mail is not there. The customers who are using the Email/Spam filtering, please "whitelist" the Prime 1 Studio domain name to protect the email from being rejected or sent to a junk mail folder.
Is there any way to cancel my order?
For cancellation, you will require to contact us via e-mail support@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.
**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.
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.
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.
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.
To learn more about our points and coupons policy
To learn more about our points and coupons policy
REFERRAL PROGRAM
What is the Prime 1 Studio Refer A Friend Referral Program?
The Refer-A-Friend Referral Program is a way to earn points that you may spend on your next purchase by simply sharing the URL. When your friend clicks on the link you shared and purchase the product, you earn 2% of the product price in points for your Prime 1 Studio account.
How can I share the Refer a Friend URL?
By simply clicking the Share/Referral button on the product page. You can choose to share via Facebook, Twitter, Email or copy a customized URL.
How long does it take to receive my reward for a referral?
Rewards will be received after 40 days from the moment your friend’s order is shipped.
When will my awarded credit expire?
There is no expiry date! You can use the points anytime!
Will I receive any emails regarding the referral program?
When you are awarded credit, you will receive an email that will advise you how much credit you have earned.
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.
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
My statue arrived damaged! What should I do?
If you purchased directly from our website, please contact our after-care service team via support@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.
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