Welcome to the NintendoSoup Store Policy page. The policy page contains important information on how the store handles pre-orders, payments, shipping, orders, and more. If you are new to shopping at NintendoSoup Store, please take a few minutes to read our policy.
From time to time, NintendoSoup Store will take pre-orders for upcoming products. Here are a few key points to take note for pre-orders:
- Your credit card/debit card will be charged immediately upon completing the checkout process. Take note of the product’s release date.
- If you order an item already released together with a pre-order item, both items will be shipped together once the pre-order item is released.
- We reserve the rights to cancel pre-orders in the event the manufacturer is unable to fulfil the order. Canceled items will be refunded in full.
- We reserve the rights to postpone the shipment of pre-orders in the event of delays by the manufacturer.
- For our cancelation policy, please read the Cancelation section below.
NintendoSoup Store accepts credit card and debit card payment via the secure payment processor Stripe. Your credit card/debit card will be charged immediately upon completing checkout, whether it’s a pre-order, back-order, or an order for a product in stock. All prices listed are in USD (US Dollars).
The processing time required for most products is 1 to 7 business (working) days. Processing time is the amount of time required before we can ship your order. If the time required is longer than usual, it will be stated on the product page.
Shipping from Japan
All items from Japan will be shipped by EMS (Express Mail Service). Depending on your country, you will receive your order within 2 to 5 business days. EMS includes shipping insurance, tracking number, and packing. Upon order completion, you will receive an email with your tracking number. Please check your spam folder in case our email gets caught up in the spam.
Initial tracking of packages can be done on Japan Post’s online tracking system. Once the package has arrived in its destination country, it is recommended to use the local postage partner’s tracking system to track the package with greater detail. You can learn more about Japan Post EMS tracking here.
Import taxes, tariffs, and VAT (value added tax) are the responsibility of the customer.
Shipping from Singapore
All items from Singapore will be shipped by Airmail (free international shipping unless stated otherwise). Depending on your country, you should receive your order within 2 to 4 weeks of shipping.
Airmail includes shipping insurance, tracking number (limited tracking for various countries including Canada, United States of America, France, click here to find out more), and packing. Upon order completion, you will receive an email with your tracking number. Please check your spam folder in case our email gets caught up in the spam.
Import taxes, tariffs, and VAT (value added tax) are the responsibility of the customer.
Should you not receive your package after 18 days, we will able to file a irregularity report with the postal service for you. If the Postal Service determines that your package is missing, we would refund you fully for the lost package.
Shipping from other countries
Free international shipping with tracking number is offered for items shipped from all other countries. Please check the product page to find out more about the shipping method.
NintendoSoup Store currently ships to the following markets (more to come in the future):
North America: Canada, Mexico*, United States of America
Central/South America*: Argentina, Brazil, Chile, Colombia, Ecuador, Paraguay, Peru, Uruguay
Europe: Austria, Azerbaijan, Belarus, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Macedonia, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Romania, Russia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Ukraine, United Kingdom
Asia: Bangladesh, Bhutan, Brunei, Cambodia, China, Hong Kong, India, Indonesia, Democratic People’s Republic of Korea, Laos, Macao, Malaysia, Maldives, Mongolia, Myanmar, Nepal, Philippines, Singapore, South Korea, Sri Lanka, Taiwan, Thailand, Guam, Vietnam
Oceania: Australia, New Zealand
Middle East: Bahrain, Iran, Iraq, Israel, Jordan, Kuwait, Oman, Qatar, Saudi Arabia, Syria, United Arab Emirates
Africa: South Africa, Egypt
Other: Barbados, Costa Rica, Cuba, El Salvador, Fiji, Honduras, Jamaica, New Caledonia, Panama, Papua New Guinea, Solomon Islands, Trinidad and Tobago
* While Japan EMS takes 2 to 5 business days and Singapore Airmail takes 5 to 14 business days, delivery time may take longer for customers living in Central/South America. This is due to customs and postal services, which are not within our control. Thank you for your understanding.
Upon order completion, you will receive a tracking number and a link to Japan Post or Singapore Post to track your package. Please track your package regularly to avoid potential problems such as retained packages from happening.
Packages sent from Singapore through free-delivery airmail may experience limited tracking features, especially if the destination country is in Canada, United States, or France. For more information, click here.
For packages shipped from Japan, it would also be best to track your package through your domestic carrier, as they become up-to-date after your package clears customs. Click here for a list of domestic carriers.
Changing of Shipping Addresses
We understand that while you await the arrival of your pre-order package, you may be shifting from one place to another. Feel free to place your order in your current residential/office address and update us when you have shifted.
However, do update us on the change of shipping address before the package is shipped as once it is shipped, it is out of our hands and we can no longer amend the address.
In cases where the change in Shipping address causes a change in the shipping price, we will inform you of the price difference and the difference (payment/refund) must be settled for the change to take effect.
For non-pre-order packages. The changing of address is trickier depending on the processing time. If you have identified an error, it is best to contact us of a change immediately. Similarly, we cannot change the shipping address after the package is shipped.
To change your shipping address, you can either reply to your order confirmation with your new shipping address or drop us a message here.
NintendoSoup Store generally does not accept order cancelations, but we may be able to assist you depending on the status of your order. Please only make an order if you are sure you will purchase the product.
An administrative fee of 10% of the total payment will be imposed for a granted cancellation.
NintendoSoup Store reserves the rights to cancel orders under the following circumstances:
- If the manufacturer is unable to fulfil the order.
- Quantity of item ordered goes above the limit stated in the description.
We will refund all canceled orders, along with the shipping fee, in full. If an order is partially canceled, the canceled product and partial shipping fee will be refunded.
Returns and Refunds
NintendoSoup Store accepts returns for faulty products or incorrect orders (i.e. you received the wrong item or wrong quantity).
You may choose to receive a full refund or replacement (if the item is still available) in the event any of the above scenarios occur. Please contact us within 10 business days of receiving your tracking number.
NintendoSoup Store provides a full refund if the item you wanted is no longer available, we are unable to fulfil your order, or your shipped order is missing in transit. Please contact us within 14 business days of receiving your tracking number.
We do not accept casual returns due to buyers’ remorse or impulse purchases.
Uncollected Packages (Return to Sender)
Should the package be uncollected and returned to our logistics centre, it may take a while before we can reprocess the item before shipping.
A reshipping fee will be charged for reshipping the item over to you again, even if the product was initially shipped with free shipping. Depending on the location in which the packaged was shipped from, the logistics centre might charge an additional reprocessing fee.
If you have reason to believe your package was returned to sender, please contact us here as soon as possible, as the logistic centres usually take a longer time to contact us. We will advise your next course of action.
NintendoSoup Store does not offer warranty for all products unless stated otherwise on the product page. Please check the product page for warranty information.
For all NintendoSoup Store inquiries, please click here. If you have a question about your order, please quote your order number when contacting us.
NintendoSoup Store reserves the rights to amend the NintendoSoup Store Policy at any time without prior notice.