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  Anime Home :: FAQs

      FAQs
Q

Top Frequently Asked Questions:
1.
I do not receive any order notification?
2. I do not receive any order notification?
3. How can I pay you?
4. How secure is Anime-Home.com?
5. Why was my credit card declined?
6. Why has my credit card has been declined and yet a charge shows on my card?
7. Do you provide wholesale price?
8. How much is your shipping charge?
9. When will I receive my product?
10. Where is my package / Can I track my packages online?
11. What should I do if I think my package is lost?
12. How do I modify my order?
13.
What is your Return / Exchange policy?
14. Do you accept international orders? 

Q1. I do not receive any order notification?
A. Anime-Home.com will automatically send you an email regarding your order once your order has gone through. Please check your junk/spam folder. If you still do not find such email, please email us at sales@anime-home.com. Please include your order number so we can provide answer promptly. 
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Q2.  I do not receive any order notification?
A. Anime-Home.com will automatically send you an email regarding your shipment once your order was processed and shipped. Please check your junk/spam folder. If you still do not find such email, please email us at sales@anime-home.com. Please include your order number so we can provide answer promptly.
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Q3. How can I pay you?
A. Anime-Home.com accepts all major credit cards: Visa, Master Card, Discover and America Express, Paypal Payment, Money Order, Personal Check, Bidpay and Wire Transfer. Click here to see details.
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Q4. How secure is Anime-Home.com?
A. Customer security and a safe shopping environment are our primary concerns. Whenever a customer makes a purchase at Anime-Home.com, our server uses a Secure Socket Layer (SSL) to connect with the customer's computer. This protocol is the finest security available. SSL encrypts sensitive customer information and guards it from interception and misuse.

Protection of offline customer information is of paramount importance as well. All customer information, not just the sensitive information mentioned above, is restricted in our offices. Employees are granted access to personally identifiable information on a strict "need to know" basis.

Anime-Home.com employees are kept up-to-date on security and privacy practices. On a frequent basis, and as policies change, employees are notified and reminded about the importance of customer privacy and what they can do to ensure that customer information is protected.

Lastly, the servers which store personally identifiable information are located in a secure environment, in a locked facility.
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Q5. Why was my credit card declined?
A. Occasionally an order is cancelled because your credit card is declined. This can happen for several reasons: 

  • The credit card number or the expiry date you provided was incorrect. Please check your entries for typos.

  • There were insufficient funds available on your credit card.

  • Your credit card expired.

  • During the transfer of funds when you were purchasing, you encountered an Internet connection problem.

  • Your bank or credit card company was having technical issues.

  • Our website, or Authorize.net (the companies who process credit cards) was having technical issues.

To complete your order, Please confirm that you have entered this information correctly, and try again.
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Q6. Why has my credit card has been declined and yet a charge shows on my card?
A. During the process of obtaining authorization from your bank for a charge to your credit card, we send your bank the billing address that you have provided in our shopping cart as well as the amount that you wish to charge.

  • Your bank first confirms that your card has credit available for the charge. If the card has adequate credit, then your bank sends us an authorization number.

  • Your bank also compares the billing address of your card with the one we have sent to them that you provided in the shopping cart. If the billing addresses do not match, then your bank sends us a code identifying the type of mismatch, such as a mismatch with the street address, zip code, or the CVV2 code. This mismatch does not prevent your bank from authorizing the charge, but it does prevent us from actually charging your credit card.

  • We will not charge your card if there is a mismatch. This is a standard fraud-prevention measure.

  • Your bank will not know that we have declined the transaction based on the mismatch. In fact, your bank will simply show the transaction as pre-approved. However, it does not mean that any money will be removed from your account. It just means that the charge has been pre-approved. Since no money will be removed, the pre-approval will disappear in 5-7 days and your charge will disappear. As a result, your available credit will return to what it was before the pre-approval.

  • When your card is declined by us due to a problem with the billing address, normally you will receive a message such as "AVS mismatch."

  • If you have a message such as "Address Info not available for Cardholder," this usually means your bank's databases were not available at that particular moment to check address verification. If this is the case, then your bank cannot verify the billing address and the transaction is declined by us even if your bank approves it. This is more common with banks outside of the USA.

Q7. Do you provide wholesale price?
A. Yes. Please inquire as to our wholesale program at wholesale@Anime-Home.com.
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Q8. How much is your shipping charge?
A.Click here to get the details shipping charges. 
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Q9. When will I receive my product?
A. Anime-Home.com ships all orders within 24 hours to 48 hours unless item(s) is back-ordered. Estimate arrival time depends on the shipping method you select.

Expected transit times for each shipping method are listed below:

  • USPS Standard Mail: 4 - 7 business days after shipping (Not Guaranteed)

  • UPSS Prioirty Mail: 2 - 3 business days after shipping (Not Guaranteed)

  • USPS Express Mail: 1 - 2 business days after shipping (Guaranteed)

  • Global Priority Mail: 4 - 6 business days after shipping (may take 2 to 3 weeks due to customs delays)

  • Global Express Mail: 3 - 5 business days (may take 2 to 3 weeks due to customs delays)

  • Standard International Mail: 8 - 14 business days after shipping (may take 2 to 3 weeks due to customs delays)
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Q10. Where is my package / Can I track my packages online?
A. All packages shipped via USPS/UPS/FEDEX are automatically assign the tracking number.
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Q11. What should I do if I think my package is lost?
A. For domestic, if your package shipped via USPS service and has not been received within a sufficient amount of time, please wait for 21 days (Priority Mail/Standard Mail) or 7 Days (Express Mail) from the date of mailing to contact us, which allows for hold times at the delivery Post Office. For internatinoal,  if your package shipped via USPS service and has not been received within a sufficient amount of time, please wait for 45 days (Global Priority Mail/Standard Mail). We will complete PS Form 1510 (Mail Loss and Rifling Report) and file for insurance claims. At the same time, we will send you the replacement package or issue full refund to you.

Q12. How do I modify my order?
A. In order to provide our customers with the quickest possible delivery, we ship all orders within a very small window of time after an order is placed. The request is promptly sent to our fulfillment center. Therefore, it is generally not possible to modify an order once it has been submitted. In this case, you may follow the return instructions if you decide not to keep the product after having received it.

Q13. What is your Return / Exchange policy?
A. Anime-Home.com pride ourselves on offering the highest quality merchandise. If you are not delighted with your purchase, we will gladly accept your return or exchange. Simply file for RMA (Return Merchandise Authorization). All requests must be filed within 7 days after receiving your merchandise. All returns must receive by us within 30 days upon of receipt your package. Please contact us as soon as possible by sending us an email at sales@anime-home.com or using the Contact Us page along with the order number. We cannot cancel an order once it is alrady shipped. You may opt to refuse the pacakge once it is delivered. Shiopping fees will NOT be refunded. 

  • To qualify for refund, all items must be returned in original condition with original packaging.
  • Shipping and handling fee is not refundable.  

  • We DO NOT accept any returns or exchanges on opened products unless the product is defective. Defective product will be replaced for the same exact product only and cannot be exchanged or refunded. Return shipping fee for a defective product will be reimbursed. Free shipping offer is not vaild for exchanges.

  • Please write and attach a brief note inside the package explaining the problem you are experiencing along with the RMA number and order number. 

  • A refund will be credited within 48 hours in the same form as the original payment type and an email confirmation will be sent to you once we processed your return. Please allow 5 to 7 days for a refund to be reflected on your credit card account.

Q14. Do you accept international orders?
A. Yes. International orders are welcome. We will not responsible for any custom fees if any. Please click here international shipping rate.

 
 
 
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News
04/11/2007
You will get 15% your total purchase plus free shipping and free gift for order over $150. Please use discount code: 10DIS. This offer is valid till 5/11/2007. Please do not miss this special promotion. Free Gift For Purchase Over $150. Gift is 2007 Anime Calender, or you can choose any of the movies below. Please make sure you put your gift selection in the comment section during checkout, or we will randomly make the selection for you. Cowboy Bebop Movie Agent Aika Cat Soup Cyber City Oedo 808 Jin Roh Laputa Castle In The Sky Patlabor 1 Movie Patlabor 2 Movie

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