FAQ - Frequently Asked Questions

ANNOUCEMENTS

COVID-19 Causing Delays

Due to the Pandemic and the Global Plastic Shortage, a lot of the pre-order release dates are currently unreliable and the actual release of the item may be delayed.

UTC warehouse is now reopened with limited operations in order to comply with state ordered mandates.

IMPORTANT UPDATE FROM UTC (5/28/21):Please be advised UTC is currently dealing with the global shipping issues that are presenting challenges nationwide. We are working to expediate shipping , however we are seeing delays of 5-6 weeks at the ports. Additionally, we are facing challenges securing containers for future shipment at this time due to the global shortage of containers. We continue to monitor the situation for both outbound and inbound at LAX and will strive to keep you update of all timelines.

Due to the COVID-19 situation, please note that our shipments are two months behind schedule. We apologize for the inconvenience and appreciate your understanding in this matter.

IMPORTANT UPDATE FROM UTC (7/29/2021): Please be advised UTC is currently dealing with the global shipping issues that are presenting challenges nationwide. We are working to expedite shipping, however, we are seeing delays of 4-5 weeks at the ports. Additionally, we are facing challenges securing containers for future shipment at this time due to the global shortage affecting China. This has caused delays of an additional 6-8 weeks at many overseas ports. We continue to monitor the situation for both outbound and inbound at LAX and will strive to keep you updated of all timelines.

If you have any questions, please contact us at sales@glacierhobbies.com

 

GENERAL

Are they items Authentic?

Yes, all our items are authentic. We do not carry any bootlegs. All our products are from official sources or their partnered distributions
.

Can I pickup my order in person?

Yes, we have a pickup location in Southern California. If you order online before 3:00PM, you can do next day pickup.

T1 Cleaners (Pickup Location Only) 19019 Bushard St, Huntington Beach, CA 92646

What can I do if my item has a manufacturer defect or missing parts?

If your item came with a defect or with parts missing, take a deep breathe and be assured that all our items are 100% authentic. This means that they are backed by their manufacturer.


If the item in question is from Bandai, it will have the official bluefin sticker and logo on the side of the box. Locate the sticker and find the contact information on it. Most of the time it should be "customerservice@bluefincorp.com" but sometimes it could be different. You can contact them with the issue and they will be more well equipped to assist you.

If the item in question is from the list below: GOOD Smile Company, Max Factory, ORANGE ROUGE, Phat!, FREEing, GOOD Smile Racing, KADOKAWA, Di molto bene co.,ltd., Hobby Stock, PLM, native, Bellfine Co., Ltd, PLUM, KAITENDOH, Embrace Japan, Capcom, Souyokusha, Broccoli, Fine Clover, Revolve, Aspire, Progress, BINDing, Rocket Boy, Second Axe

These items would fall under Good Smile Company's Support Team. They would be able to assist you. You can go to this link: https://partner.goodsmile.info/support/eng/inquiry/ If the item in question is from Megahouse or other companies not listed above, you can contact us (sales@glacierhobbies.com) and we will work with the manufacturer to get you replacements parts. Please include the following in your e-mail when requesting replacement parts:

1. The item's brand, name, model #, barcode and/or other identifying factors
2. Images of the item's damage/defects.
3. Description of the issue
*Product replacement parts are not guaranteed* But we will try our best to help you out.

 

PRE-ORDERS

When am I charged for Pre-Orders?

Your pre-order is charge in full when you place your order. This will save your place in line when the order is ready to ship.

Can I cancel my Pre-orders?

We have a 24-Hour Cancellation Policy. We understand that sometimes an order needs to be cancel for various reasons, so we allow customers to cancel their pre-orders within 24 hours after placing the order. After 24 hours, the order is final. Manufacturers have very strict no cancellation policy that we have to adhere too. The 24 hours is a grace period we provide.

How do I cancel my Pre-Orders?

To cancel your pre-order, it must be within 24 hours of placing the order. Please e-mail us (sales@glacierhobbies.com) with your order number and the reason for cancelling your pre-order.

Do you price-match Pre-Orders?

Yes, within limits. We are a small family owned business so there are limits on how much we can price match. You can e-mail us at sales@glacierhobbies.com with your inquiry.
We do not price-match pre-orders after you have placed the order.

What happens if the Manufacturer cancels the product?

We would give you a full refund. Sometimes manufacturers can't meet supply and demands or other times they decide to cancel the product entirely. Either way, if there are any reason why we are not able to full-fill your order, we will issue you a full refund.

When can I expect my Pre-Order to ship?

On the product page, there will be an "Expected U.S. Release Date" section with a month and year the item is expected to be release. The release date is just an "estimate" that the manufacturer gives us. Once it is released, it would have to pass the ports, get sorted out at the distribution center, coordinate with us about item quantity, and then shipped to us. Unless there are delays, you can expect your pre-order to be arrive at our store within 1-3 weeks and shipped to you the a day that it arrives.

The Expected U.S. Release Date has passed and my order hasn't shipped, what can I do?

It takes time for the Pre-Order Item to go from manufacturer to retailer. The expected U.S. Release Date is just an estimate, but a good rule of thumb is that it would take 1-2 weeks after release date month.

 

For Example: The Item's Expected U.S. Release Date is JULY 2022, you can expect to recieve the item around the 2nd-3rd week of AUGUST 2022.

If it's 2 weeks after the month of the expected release date and you still haven't seen your orders shipped, you can contact us (sales@glacierhobbies.com) and we can check with the manufacturer or supplier to see when it will ship. We try our best to stay on top of delays and release date changes We offer pre-orders from multiple brands and product lines, so sometimes we might miss some changes. There are also cases where items are delayed without the manufacturer notifying us.

What is the P.O. Date?

The P.O. Date is the last day to we have to put in an order with the manufacturer. It is always best to place your pre-order in before the P.O. Date. You can find the P.O. Date in the description of the product. Some items have a very short P.O. Date, so place your order in as soon as possible to secure your place. Some items don't have P.O. Dates displayed, meaning we have a very limited supply of pre-orders.

 

We usually order more from the manufacturer than the amount of pre-orders we recieve, this is to have some items for general sale. After the P.O. Date, the pre-orders customer put in will be secure your place in line from our general sale batch. However, this means that the item is now limited and there is a change that we will run out of items available for order before the item reaches general sale and we would have to cancel your pre-order.

I have multiple items in my Pre-Order, when is it going to ship?

We only ship when ALL items in the Order is available for shipping.
If you have in-stock items along with pre-order items in the same order, we will ship the whole order when all the items become available.
If you have multiple Pre-Orders in the same Order, we will ship the order when all the pre-order items are released and available to us to ship.

Can I split or combine my Pre-Orders?

Unfortunately no. After the 24-hour window, the order is final and we cannot split or combine the orders. It is best to place multiple orders for items with different release dates if you want them to be shipped at different times.

SHIPPING

How much is shipping?

For 48 States in the contiguous U.S. (excluding Alaska and Hawaii):
Orders under $50.00 have a Flat Rate of $10.00 Shipping.
Orders $50.00-$199.99 have a Flat Rate of $5.00 Shipping.
Orders over $200.00 have FREE SHIPPING!

For Alaska, Hawaii, and international shipping (Canada Only):
The price is variable depending on the item size and weight. A Shipping estimation can be made in the cart.

How fast is the shipping?

We will ship using USP and USPS, depending on the order. In most cases, we will ship First Class or 1-3 Days Priority Mail. For orders that are big or heavy we will ship 1-4 Days UPS Ground.
For orders that include aerosols, we will adhere to U.S. Law and ship it ground.

What days do you ship out orders?

For in-stock items, we package and ship all orders made before 3:00PM (UTC-7) the same day. Orders made after that time will be ship the next day. We do not ship on weekends. All orders made after 3:00PM (UTC-7) on Friday would be ship out on Monday.

If there is a problem with your order, we will contact you through e-mail and hold on to your order until the problem is solved.

Does the shipping have a tracking number?

All orders that we ship will have a tracking number. The tracking number is automatically e-mailed to the email you provide when making the purchase. Please allow up to a day for the tracking information to be updated

The tracking number says the item has arrived today, but I don't see it, what is going on?

There are a couple of reasons for it, there are the most common reasons we've encountered:
1. Sometimes shipping carrier prematurely marked an item as shipped before it is actually shipped. Give it a day and if it doesn't arrive, you can file a missing items report with the respective carrier.
2. A Family member might have picked it up and brought it in.
3. It could have accidently been dropped off at a neighbors house. Give it a day and if it doesn't show up, you can file a missing items report with the respective carrier.

My order arrived damaged, what can I do?

If you ordered an item with the label [BOX DAMAGE], it is an item where there are cosmetic damage on the box.

 

If the item is brand new and came damaged, it is most likely though shipping. You can file a claim with the respective shipping carrier that caused the damage. After you file the claim, please let us know the claim number and we can follow up and provide any necessary information to the carrier to help your claim.

The majority of our brands, we pick up the item directly from the supplier or manufacturer. Unless there is a manufacturer defect, the box itself is mostly in pristine condition. We pride ourselves in our packaging and presentation, we try our best to protect the products through the shipping process. We also do quality check for every shipment we receive to make sure we don't sell any items that are damaged.

*The only time we sell an item with any cosmetic damage, is when it is speficically requested and it will have a [BOX DAMAGE] label on it.*

 

RETURNS

Can I return an item that I bought?

Yes, we allow returns. The item would have to fulfill the following requirements:
1. Purchased within 30 days.
2. Proof of purchase is provided
3. Item is unopened and not damaged. (Manufacturer Sealed)
Clearance item sales are final and cannot be returned.

How do I return an item?

To return an item please do the following:
1. Email sales@glacierhobbies.com with the subject line "Return for Order #" (Replace # with the order number)
2. Once we confirm the request, place the item in the orginal packaging. You would be responsible for the cost of sending the item back to us.
3. Once we recieve the item and confirms that it adhere to our return policy, we will issue you a refund for the item.

How long will it take for my refund to show up?

Once we recieved the return item and confirmed that it adheres to our return policy, we will issue a refund.

When we issues a refund, it goes into effect that same day. However, it would take 3-5 days for the refund to show up on your end, depending on the method of payment.

Do you provide return labels?

Unfortunately, as we are a small local business, we cannot afford to send return labels. You would be responsible for your purchase and return.

However, if in the case that we sent you the wrong item and you do now wish to keep it, please email us (sales@glacierhobbies.com) and we will help you with the return process. 

Can I get a replacement?

Unfortunately no, we do not offer replacements.
For manufacturer defect, you can contact them and they will help you with replacements.
For damages caused by shipping, please file a claim with the carrier, then let us know so we can follow up on that claim and help provide the necessary information to help your claim.
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