Frequently Asked Questions


QUESTIONS ABOUT CUSTOMER SUPPORT

How long do support requests take?

Our customer support hours of operation are Monday through Friday from 8 am until 5 pm Central Standard time. We will process your support request in the order that it was received. You can usually expect a response within 24 hours of your inquiry.

If I have questions about the #SentaiStocking sweepstakes, where can I go?

How can I report an issue with your site?

If you experience an issue with the site, we want to know! We will gladly investigate and assist you with your request. Please provide us with detailed information on what you experienced as well as if we can provide you with any additional assistance.

You can contact us by clicking here.

QUESTIONS ABOUT ANIME/CONTENT

How do I find out about new releases?

You can stay up to date on the latest and greatest in anime news by subscribing to our newsletter! You can also find current events information here.

How often do you send newsletters?

We send newsletters on a monthly basis. Subscribe today!

Are you going to do an English dub of [insert-anime title-here]? I only watch dubs!

That’s an excellent question that gets asked with every acquisition announcement! The answer is simple: it depends. We’re not just saying that to diffuse the question and bring your attention to something else (we aren’t your parents, after all). In the grand scheme of “to dub, or not to dub,” the decision depends on demand, licensing agreements, ROI, the will of the powers-that-be, the weather, the positions of the stars, and so forth.

Are you going to make an anime box set for [insert-anime title-here]?

Again, that depends on a lot of things. We try to develop box sets for titles in high demand. Make sure we know you love the show by watching it legally and telling us on our social channels.

Can you add [insert-anime- here] to Netflix/Hulu/Anime Network/Toonami/iTunes?

If only it were that simple! Where we distribute our titles, from our mature anime series, to our shoujo anime, and everything in between, is determined by our agreements with the licensers. If it’s any comfort, we don’t just draw names out of a hat to decide where our shows go. Another big factor is demand. So, if you’d like to see more our shows on a particular platform don’t forget to let said provider know.

How do I become a voice actor for Sentai Filmworks?

You know a guy who knows a guy who knows THAT guy. We jest, but… at this time, Sentai Filmworks does NOT hold auditions to cast our anime English dubs. Fact of the matter: our voice actors work as actors for a living. They are trained professionals with backgrounds in theatre, TV, and movies. Our VA’s are active and established members of the performing arts community, and their voice acting work is just one part of their overall income.

When will you reveal the English dub cast for [insert-anime title-here]?

The quick answer? When we’re allowed to and when it will make the most impact. We know you’re all dying to know, but the best news in life is well timed!

You guys should totally license [insert-anime title-here]!

First off, that’s not a question, silly. It ends in an exclamation point! Second, if it was a question, it would be a good one. Our folks stay on top of the latest anime titles coming out of Japan (we are also interested in the not-so-new ones), but if you have suggestions, send them to us via your social channel of choice. We like knowing what the fans are interested in watching!

When will [insert-anime title-here] be released on Blu-Ray?

If (and/or) when a title is released on Blu-ray is contingent on a few different things. Sometimes, there are hold backs in place that require us to release the title at a later date than the DVD.

Who do I contact if I’m interested in jobs at Sentai Filmworks?

Easy! All you have to do is be the last person standing in our annual battle royale… oh, wait. We’ve stopped that. However, applying for a job at Sentai Filmworks is super easy. First, you check out our jobs page, and if you think you fit the bill for one of our open positions, you click the “Apply Now” button. Send your resume and cover letter to us, and we’ll contact you if we think you’re a match.

Why do you sell ADV titles?

We may offer a limited number of ADV titles that are available for sale on our store due the existing partnership between Sentai Filmworks and ADV.

QUESTIONS ABOUT THE SENTAI STORE ORDERS

Can I have my order shipped to a different country?

At this time we are only shipping within the United States.

Can I have my order shipped to Canada?

Not at this time. We plan to be able to ship to Canadian territories in the near future. Stay tuned!

What regions are your Blu-rays and DVDs encoded for?

All of our Blu-ray’s are encoded for region A/1. All of our DVDs are encoded for region 1.

I ordered something, but I want to cancel.

Once an order is purchased, it is automatically sent to our processing hub for dispatch. Please select carefully when ordering. We will make every effort to cancel your order, however, you will be responsible for shipping charges if the items need to be returned.

Why was my order canceled?

We reserve the right to block access to or cancel an order of any user that we believe, in our sole and absolute discretion: (i) is or is associated with a reseller, (ii) is utilizing automated means to process or place orders, (iii) whose order reflects product pricing errors, technical problems or mistakes, or (iv) whose order exceeds any stated limit on discounts, quantity or which violates other restrictions and exclusions.

How long will it take to get my order?

Standard processing time is approximately 24 to 48 hours. Processing only occurs on business days. Processing time may vary due to inventory constraints or if you are preordering items. Once your order is processed, it will take approximately 2 to 5 days to arrive. Due to high order volume during select holidays or sales events, the guaranteed arrival date of your order may exceed 3 days. You will receive a shipping confirmation with your tracking number when your order ships. We apologize for any inconvenience.

How can I track my order?

Once your order has shipped, we will send you an email confirmation with the tracking number.

If the product I ordered is damaged or defective, whom should I contact?

Darn those evil delivery fairies and manufacturing yokai that seek to damage products before they make it safely into your arms! Please reference our return policy section for more information.

When will I be billed for a preorder?

For our customer’s security we do not store credit card information. This prevents us from being able to store and charge a credit card in the future. You will be charged for a preorder at the time that you submit your request for purchase.

Can I deactivate my account?

If you would like to deactivate your account, please contact customer support for assistance.

How many coupon codes can I use?

You can only use one coupon per order.

Where is my order fulfilled?

All of our orders may be fulfilled by 3rd Party fulfillment centers or The Right Stuf.

METHODS OF PAYMENT AND TAXES

Taxes

Sales Tax: We are required to collect sales tax on merchandise being shipped to the following state: Texas. Shipping and Handling Tax: We are required to collect shipping and handling taxes for the following state: Texas.

Are the shipping fees refundable?

Shipping costs incurred for exchanges are non-refundable. If you are returning a damaged or defective item, we will absorb the costs. Our return policy can be found HERE.

What types of payments do you accept?

We accept all major credit cards, Paypal, and your first-born Otaku.

I want to purchase a gift card. How can I use it?

Gift cards can be purchased in $10, $25, $50, and $100 increments. They are associated with unique codes cannot be recharged after purchase.

Codes will be delivered electronically to a recipient email address you designate at the time of purchase. To redeem their code, recipients must create a Sentai Filmworks store account.

Use of the Sentai Filmworks store accounts and the Sentai Filmworks store services are governed by our Terms of Use available HERE. For information about our policies and practices regarding the collection and use of customer information, please read Sentai Filmworks Privacy Policy available HERE

Gift cards expire unless redeemed within 12 months following the date of purchase. They have no cash value. Don’t try buying stamps, or snack items or airline tickets with our gift codes. They don’t work that way. And, you may receive an unwelcome reaction. They can’t be exchanged for cash or anything else.

Gift codes should be treated with care. Handle them like cash, passwords, “artistic photos“ and fuzzy baby bunnies because some creep might steal them and use them for malevolent purposes. You and your recipient are entirely responsible for anything that happens to your code after we send it to you. So be careful!

Once purchased, they can’t be un-purchased unless required by law. In other words, there are no returns or refunds even if the card is never redeemed. Likewise, once a user redeems a gift card, it can’t be revoked or used by anyone else. Each unique code may only be redeemed once.