1. If your question is about whether your order has already shipped, please check the product page for the release date first. Most of our products are pre-order items, so they will not ship until they are released. Other products that are already released usually take 2 – 5 days to process.
2. If you ordered multiple pre-order items in the same order and are wondering whether your order has already shipped, please check the product pages for the release dates first. We will ship everything together once all pre-order items are in-hand.
3. The tracking number is always sent with the order completion email. Please check your spam box for the email.
4. If your inquiry is of an urgent nature (i.e. address change, damaged goods, missing shipment etc), please use the editorial contact form.
If you questions concerning NintendoSoup (news tips, review copies, etc), please click here.
If you have ordered something please include your order number in your message.
NOTICE: The first batch of Chrono Cross physical edition pre-orders are being shipped. Due to the high volume of orders, we will send out tracking numbers several days after their initial dispatch date. Orders in the second batch will ship 2 weeks after the game’s initial launch date (April 26). Some orders have been allocated into the second batch due to logistical issues from the supplier which are outside of our control. We greatly appreciate your patience and understanding on this matter. (April 29, 2022)
NOTICE: NintendoSoup Store’s shipping team and customer support will be temporarily suspended from January 31 to February 2, 2022 for the Lunar New Year. Services will resume from February 3, 2022. (January 28, 2022)
NOTICE: We are currently experiencing mail server issues. Our service provider is working to fix these issues. Please expect a delay in response times during the next 3 days. Thank you for your patience and understanding. (August 20, 2021)
NOTICE: We are in the process of shipping the second batch of Monster Hunter Rise Big Palamute plushies. The plushies will be dispatched in ascending order (earliest to latest order received). Tracking numbers will also be sent out this way. Due to the high volume of orders please expect this process to take some time. (July 25, 2021)
NOTICE: All Legend of Mana pre-orders have shipped as of June 28, 2021. Due to the high volume orders, please give us some time to send out your tracking number, which you will receive by email. (June 28, 2021)
NOTICE: We are starting to receive the first batch of Monster Hunter Rise Big Palamute Plushies. The plushies will be dispatched in ascending order (earliest to latest order received) as we get them. Tracking numbers will also be sent out this way. Due to the high volume of orders please expect this process to take some time. Also, second batch orders will ship from July 2021, so if you ordered in the second batch please kindly wait till then. Thank you for your patience! (March 27, 2021)
NOTICE: All Final Fantasy IX pre-orders have shipped. However, due to the high volume of orders we are still entering the tracking numbers (one-by-one, by hand) into the system. We appreciate your patience. You will receive your tracking number by email once it’s in. (December 5, 2020)
NOTICE: Mega Man ZX/Zero Legacy Collection Limited Edition orders are still being packed. Due to the high volume of orders for this product, we are expecting to wrap up everything this weekend (March 7 – 8, 2020). (March 4, 2020)
NOTICE: Due to a bug, order completion emails/tracking numbers were not sent to 20 orders for The Legend of Zelda: Link’s Awakening SteelBook Edition. If you did not receive your tracking number, please contact us with your order number and we will assist you shortly.
NOTICE: Some inquiries made through the contact form may not have been replied to due to a bug. Read here. (last update: September 28, 2019)
NOTICE: The Legend Of Zelda: Link’s Awakening SteelBook Edition Pre-Orders. Read here. (last update: September 27, 2019)
NOTICE: NintendoSoup Store Customer Support will remain temporarily closed this weekend as we need a little more time. Read here. (last update: February 10, 2019)
NOTICE: Inquiries will take a longer time to respond as it’s currently the holiday season (December 28, 2018 – January 2, 2019). Thanks for your patience.
NOTICE: Shipping progress for Pokemon Let’s GO pre-orders such as Joy-Con, Nintendo Switch Dock, and Pokemon Center Japan products. Read here. (last update: November 24, 2018)