Frequently Asked Questions (FAQ)
? About Us
Q: Who is ToyNami?
We are Toynami, Inc., a Van Nuys, CA-based creator of high-end collectible toys and figures—known for brands like Robotech, Naruto, Voltron, Sanrio, Acid Rain, and more. Founded in 2000 by George Sohn, we cater to collectors and animé fans nationwide.
? Ordering & Inventory
Q: How do I know if an item is in stock?
Our site shows real-time stock. If it says "Out of Stock," it's currently unavailable. When available, we can ship it quickly.
Q: What are pre-orders and how do they work?
Pre-orders let you reserve upcoming or limited-quantity items. We do not charge until your order ships. You’ll get email updates as we get closer to release/shipment.
Q: Can I cancel or update an order?
Yes—call (818) 787‑8998 or email customerservice@toynamishop.com ASAP. We begin processing in 1–2 business days, so changes after that may not be possible.
? Shipping & Delivery
Q: When will my card be charged?
Charges are processed only when your order ships—not at checkout.
Q: How long does shipping take, and who handles it?
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Processing: 1–2 business days (longer during peak seasons)
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Carriers & transit: USPS Priority or FedEx Ground/Home (1–6 days domestic). 2nd Day Air upgrade available. You'll get a tracking number via email.
Q: Do you ship internationally?
Yes. Rates are calculated at checkout. International customers are responsible for customs, duties, and taxes.
Q: Can you ship to PO Boxes or military addresses?
Sorry—we do not ship to PO Boxes, APO/FPO, military bases, hotels, or B&Bs. Shipments must go to street addresses.
? Returns & Exchanges
Q: What is your return policy?
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Returns accepted within 30 days of receipt for unused items in original packaging.
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Convention exclusives or similar limited items are final sale/no returns.
Q: How do I make a return?
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Email customerservice@toynamishop.com to request an RMA.
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Include order number, reason, your name, and return address.
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Ship to:
Toynami, Inc. Returns
16625 Arminta Ave.
Van Nuys, CA 91406‑1610
RMA: [Your RMA #]
Return via FedEx (7–10 days) or USPS (10–13 days).
Q: Who pays shipping for returns?
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For defective, damaged, or incorrect items: we cover return shipping.
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For all other returns: buyer pays packing/shipping and refund excludes those costs.
Q: When will I get my refund?
Once we receive and process the return, refunds go to the original payment method. Please allow up to 21 days and two billing cycles.
? Tracking & Delivery Issues
Q: How can I track my order?
You’ll receive tracking info via email once we ship. You can also view status in your account or with AfterShip.
Q: What if delivery fails?
We’ll contact you. Please update your address or arrange re-shipment if needed.
? Contact & Support
Q: How can I reach you?
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Phone: (818) 787‑8998, Mon–Fri, 9 AM–6 PM PST
? Summary Table
| Topic | Highlights |
|---|---|
| Stock & Preorders | Real-time availability; pre-orders only charged at shipment |
| Shipping | 1–2 day processing; USPS/FedEx 1–6 days; domestic only; international ok; no PO Boxes |
| Returns | 30-day unused policy; buyer pays unless error/damage; final sale on exclusives |
| Support | Phone & email support, Mon–Fri PST |