Support and Policies
We make things that work better and last longer. Our products solve real problems with clean design and honest materials.
Additional Support Pages
Need more information or assistance, view our additional support pages.
Shop Policies
We’ve outlined our store policies to help ensure a smooth and transparent shopping experience. Here you’ll find important information on orders, payments, shipping, returns, pre-orders, and more. We are committed to providing clear and trustworthy service at every step, so please review these policies before making a purchase.
Shipping Policy
You'll receive an email confirmation once your order is successfully placed.
After that, we'll carefully package your items and ship them out with a tracking number provided.
Shipping prices are calculated at checkout based on your region.
Please contact us if there are any order adjustments you would like us to accommodate before we ship your order.
• In-stock items are processed and shipped within 3–5 business days.
• Pre-order items are processed and shipped once they become available based on the estimate release date.
• Orders placed on public holidays are processed on the next business day.
You can track your order with the tracking number you receive once the order is shipped based on the method of shipping.
Tracking information may experience brief delays in updating.
For the most accurate status, we suggest checking again later or contacting the delivery provider directly.
You will receive a tracking number via email registered to the order or account once your order has been shipped.
Delivery Estimates
2-7 business days after shipment.
Please Note: Delivery times may vary based on seasonal volume or unforeseen courier delays.
Prior to shipment, please ensure your shipping details are accurate at the time of checkout.
We are unable to make changes to the order or package after it has been shipped.
We cannot guarantee replacements or refunds for packages lost or delayed due to incorrect address information.
Prior to shipment, please make sure that your shipping information in your order is correct.
If your package is delayed, we recommend:
• Checking your tracking details for updates.
• Allowing up to 5 business days beyond the estimated delivery date.
• Contacting us if there is no movement or delivery after that confirmation window.
We will do our best to assist you and work with the carrier to resolve the issue.
If you have any questions regarding your shipment, please do not hesitate to contact us.
We are here to help and ensure your experience is smooth from start to finish.
Pre-order Policy
Pre-orders are items you are able to reserve before they become officially available.
These items often have an estimated shipping date and will be shipped by then.
Our pre-order system ensures you get priority access to upcoming latest. releases.
Reserve the latest products before they become available.
To guarantee your reservation, full payment is collected at the time the pre-order is placed.
Other options may be used for payment plans on all of our items.
Some pre-orders have reservation deadlines and will only be available to pre-order at a certain time.
To guarantee your reservation, orders must be placed before the stated deadline.
After the reservation deadline, item availability is not guaranteed, and notifications may not be possible once allocations close.
Products with no reservation deadline will become out of stock once the number of quantity remaining is reached.
To stay informed about upcoming releases and availability, we recommend following us on our socials or subscribing to our newsletter.
Each pre-order product includes an estimated release or shipping timeframe, provided on the product page.
The release date of the pre-order item is an estimate based on the manufacturers and is subject to change at any given time.
Please note that some products may become available up to two months after their original release date in Japan.
In any case, delays or changes to the products will be updated to the customer immediately.
If your order contains a total of $100 or more, regardless of mixed cart orders, shipping is free!
Pre-orders are shipped once they become available and have arrived at our US warehouse.
You will receive a notification that your order has been shipped around the estimated release date.
Mixed Cart Orders
• Pre-order items will be shipped separately if there are in-stock products in your original order.
• You may also hold certain in-stock items until your pre-order is shipped.
Specific products may be eligible to be on hold until your pre-order ships, information will be shown at checkout.
All pre-orders cannot be cancelled once your order has been placed.
If you have made a mistake on an order please contact us immediately so we can fix the issue.
Please Note:
Minimum of 3 cancellations before your account is banned if we consider your activity to be suspicious.
Certain pre-order products are eligible to be returned within 15 days from delivery with certain conditions met.
• Packaging and product must be unopened, unused and in the same condition that it was initially received.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Exceptions apply only if:
• The manufacturer cancels the item
• There is a significant change to the product’s core design or availability.
In such cases, a full refund or store credit will be issued.
If your item arrives damaged or defective, please contact us within 7 days of delivery so we can review the issue and assist with a suitable resolution.
All sales of event and exclusive anime merchandise are final. These products are released in limited quantities and cannot be restocked once sold. As such, we’re unable to accept returns, exchanges, or cancellations after an order has been placed.
Please refer to the "Refund Eligibility" on the product page of an item to view the eligibility.
We’ll keep you updated on your pre-order’s status if there are any delays or changes immediately.
Refund Policy & Cancellations
Our refund policy is crafted to ensure clarity, fairness, and confidence in every purchase. Here, you’ll find essential information on eligibility, processing times, and the steps required to request a refund. We encourage you to review these guidelines to understand how refunds are handled and to help ensure a smooth, hassle-free experience whenever you need support.
• Pre-order cannot be cancelled once your order has been placed it cannot be cancelled, as these are immediately reserved and prepared specifically based on your request, unless special circumstances apply.
• In stock items may be canceled within 48 hours of purchase, provided the order has not yet been processed or shipped.
• These rules apply to Age Restricted items as well.
Please refer to the "Refund Eligibility" on the product page of each item.
To request a cancellation, please contact us promptly through our contact form with your order number.
If your order qualifies, we will confirm the cancellation and issue you a refund to your original payment method or store credit.
Approved cancellations may take 5-10 business days depending on your provider if you select a refund.
You'll receive a confirmation once your refund has been processed.
If your refund was not approved we will contact you and your order will be sent back.
Once an order has been processed and shipped, it can no longer be canceled.
In these cases you may refer to our Return Policy for the next steps.
Pre-orders can be cancelled for reasons out of our control, including manufacturer cancellation of the item or factory production issues.
In certain events, a full refund or store credit will be issued to the customer.
The packaging of items is designed for the sole purpose of protecting the product.
We do not accept claims regarding damaged packaging.
For replacement parts:
Please contact us immediately to contact the manufacturer for replacement parts as we do not offer or stock them directly.
Prize Figures
Due to the nature of prize figures having lower quality standards by the manufacturer.
There may be some minor paint or quality imperfections.
There are no replacement parts for prize figures
• Sale / Clearance products
• Mystery Boxes
• Shop Exclusive Bundles
• Food and edible items
• Beauty products
• Jewelry
• Gift Cards
• Trading Cards
• Used or worn apparel and cosplay pieces
• Opened items not inn original packaging
Items marked as final sale or noted on the product page as not eligible for refund.
We’re committed to delivering a premium experience with care and transparency.
We do offer store credit for approved returns or cancellations.
We do our best to accommodate changes where possible, and we're here to help with any questions along the way.
Shop Policies and Disclaimers
Our store policies are designed to provide transparency and peace of mind throughout your shopping experience. Here, you’ll find important information on orders, shipping, pre-orders, returns, cancellations, and more. We encourage you to review these details to better understand how we operate and to ensure a smooth, informed experience every time you shop with us.
We take pride in offering only authentic products sourced directly from official manufacturers and trusted distributors. Every item you purchase from us is guaranteed genuine, ensuring you receive the highest quality collectible.
Some of our products are shipped directly from Japan. Packaging, manuals, and media titles may be in Japanese.
While this authenticity is highly valued by collectors, we want to ensure our customers are fully informed before purchasing.
Due to potential choking hazards, sharp details, or small parts, many of our products are not appropriate for children under 16 years of age.
Some products in our inventory contain mature themes such as violence, sexual content, or other sensitive material. These items are intended for mature audiences. Please review product descriptions carefully before purchase.
Please be advised that certain series and titles contain mature content, including suggestive or explicit themes, intended exclusively for adult audiences aged 18 and over.
We encourage our customers to make informed decisions and enjoy these products responsibly.
Digital products and software sold are subject to licensing agreements and regional restrictions. Refunds are not available for digital purchases once delivered or accessed.
We are committed to sustainability and strive to use eco-friendly packaging materials whenever possible. We encourage customers to recycle packaging responsibly and support environmentally conscious practices.
Privacy & Security
The customer's "name", "address", "phone number" and "email address" entered when placing an order or registering as a Lunex Co. member will not be used for any purpose other than to contact you about product shipments or to send you e-mail newsletters, and will not be disclosed or provided to third parties.
View our Privacy Policy for more information.
All entered information is encrypted and transmitted, so you can enjoy shopping with peace of mind.
The company names, product names, service names and site names of each company are trademarks or registered trademarks of the respective companies.
The company names, product names, service names and site names mentioned on this site
are not necessarily marked with trademarks (®, ™).
Lunex is committed to making our website accessible to all users. If you experience any barriers or need help using our site, please contact our support team. We will respond promptly and do our best to assist you.
Site Functions
You can make a list of products that interest you and save them.
Once you add a product to your wish list, you can check and order the product whenever you like.
※ Please note that even if a product is registered to your wish list, it may not be available for order due to reasons such as the product being out of stock or the sales period having ended.
1. You can write a review for the product you purchased.
2. The posted review will be displayed in the product details and can be read by other customers.
Write a review
- After completing your order, you can write a review for the product you ordered by clicking the "Write a review" button in the bottom of a product's description.
- If there is a post that violates public order and morals, the post will not be completed.
Shipping & Delivery
Shipping methods available to you at checkout may vary depending on size, weight, and region restrictions.
Shipping is free on all U.S. orders above $100.
Applies to every order method (mixed cart order) regardless of how the order was placed.
• Pre-order items will be separate shipping if it is combined with in-stock products.
• You may also have the option to hold certain in-stock products to ship once your pre-order becomes available.
However, the above does not apply to the delivery of certain items, so please check the individual product information pages for details.
Delivery times vary depending on the stock status of each product.
The delivery status is only an estimate and does not guarantee delivery. Please be aware of this in advance.
Before placing your order, please check the delivery status on the product information page of the product you want.
Delivery times and shipping fees vary based on destination and service level, which you can review at checkout.
Our team ensures that every order is handled with the utmost care to provide a seamless global delivery experience.
You can track your order's shipment time and date by clicking track my order, or search the tracking number online.
About the Product
• Product images and illustrations are based on prototype samples; the final product may vary slightly
• Please note that the color of the product may differ slightly from the actual product due to screen display settings.
For Figures:
• Paintwork is done partially by hand and therefore final products may vary.
You’ll find the product description on the product page, and you can scroll down to “More about this product” for additional details.
Information provided is based on the manufacturer's official description.
Pre-orders are items with expected release dates and will be shipped when the item becomes available.
Reservation Period:
• Orders cannot be placed once the reservation period date has been reached.
• For some products, the reservation acceptance period may change or end early regardless of the specified date without notice.
Release Date:
The estimated date when the product will be released based on the manufacturing company or supplier.
• You will be notified if there are any delays regarding the product or issues that may occur regarding your product.
Pre-orders are charged immediately to ensure a reservation for the product before the sales period.
Cancellations are not accepted for pre-orders once the order has been placed.
