Store Policy


QUESTIONS ABOUT THE SENTAI STORE ORDERS

  • Why has my pre-order not shipped out yet?
  • Can I have my order shipped to a different country?
  • Can I have my order shipped to a Canada?
  • What regions are your Blu-rays and DVDs encoded for?
  • I ordered something, but I want to cancel.
  • Why was my order canceled?
  • How long will it take to get my order?
  • How can I track my order?
  • When will I be billed for a preorder?
  • Can I deactivate my account?
  • How many coupon codes can I use?
  • Where is my order fulfilled from?
  • Why doesn’t my order qualify for free shipping during sales?
  • Damaged or Defective item Exchanges
  • Unopened Products Returns
  • Refunds
  • Late or Missing Refunds
  • Gifts
  • Sale items
  • Drop-ship and Consignment
  • HIDIVE promo code
  • METHODS OF PAYMENT AND TAXES

    QUESTIONS ABOUT THE SENTAI STORE ORDERS

    Why has my pre-order not shipped out yet?

    Please be aware that if you purchase multiple pre-ordered items, your order may be held until all items are in stock and can be shipped together. This may result in select items being received outside of their listed street date. However, should your order be held up by one or two items for an extended period, we will, at our discretion and at no additional expense to you, ship all items that are currently available.

    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?

    Orders are only processed Monday through Friday; excluding major holidays. Standard processing time is approximately 1 to 2 business days starting the day after your order was placed. Processing times 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. Processing times may exceed 3 days during select holidays or sales events due to high volume. Your order will be processed in the sequential order in which it was received.

    How can I track my order?

    As soon as you place an order, you will receive an email confirming your purchase. If you do not receive a confirmation email, please check your spam folder and the spelling of the email address associated with your Sentai Shop account. Once your order has shipped, we will send you an email confirmation with the tracking number to the email address associated with your order.

    When will I be billed for a preorder?

    For your security we do not store credit card information. This prevents us from being able to store and charge a credit card at a future date. As a result, 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 may only use one coupon per order.

    Where is my order fulfilled from?

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

    Why doesn’t my order qualify for free shipping during sales?

    Free shipping does not apply to any order being shipped outside of the contiguous United States. This includes the following locations: Alaska, American Samoa, Federated States of Micronesia, Guam, Hawaii, Marshall Islands, Northern Mariana Islands, Palau, Puerto Rico, Virgin Islands.

    RETURN POLICY

    Damaged or Defective item Exchange

    We make every effort to ensure that your orders arrive in perfect condition, however, if you need to exchange an item that is damaged or defective, send an email to support@sentaifilmworks.com with supporting pictures of your damaged or defective item (s). A support rep will review your information. Upon the approval of your exchange request, the support rep will provide you with a prepaid shipping label. Please include the Return Form with your return to ensure timely processing. Send your return to Sentai Filmworks Returns 10114 W Sam Houston Pkwy S, Houston, TX 77099-5109 using USPS shipping options.Product exchanges may take up to 10 business days to process and reship.

    Unopened Products Returns

    Unopened merchandise purchased through our website must be in its original condition and must be returned within 30 days of the delivery date as indicated by the tracking number for the applicable order. Except for defective items and items damaged during the shipping process, you will be responsible for paying any associated shipping costs for returning your items for an exchange or refund. We will not provide reimbursement for any unauthorized postage charges that you may incur unless otherwise specified. Please note that any refunds that result in the original order falling below the free shipping threshold will result in your refund being reduced by the shipping amount . Please include the Return Form with your return to ensure timely processing. Send your return to Sentai Filmworks Returns 10114 W Sam Houston Pkwy S, Houston, TX 77099-5109 using USPS shipping options.

    Refunds

    All refunds will be issued back to the original form of payment used. Please allow up to 5 business days from when we receive your return to process a refund. You will receive an email once your refund has been processed. Once processed your funds will typically be available within 3-5 business days in accordance with your financial institution's policies.

    Late or Missing Refunds

    If you have not received a refund within 3-5 business days of receiving a refund email confirmation, first check your bank statement again. Next contact your credit card company or Paypal; it may take some additional time before your refund is officially posted. If you have completed these steps, please contact us at support@sentaifilmworks.com.

    GIFTS

    Merchandise received as a gift can be returned with an accompanying receipt/invoice. A refund can be issued to the person who purchased the gift through their original method of payment. Alternatively, an online store credit can be issued to the person who received the gift. To receive an online store credit, please include the email address that you would like the online credit sent to in the comments section of your Return Form.

    FINAL SALE ITEMS ARE NOT RETURNABLE

    Several types of goods are exempt from being returned. Perishable goods such as food cannot be returned. Intimate apparel such as underwear and swimming apparel cannot be returned. Items designated “Final Sale” cannot be returned for any reason.

    ADDITIONAL ITEMS THAT ARE NOT RETURNABLE

    • Gift cards
    • Downloadable software products
    • Book with obvious signs of usage
    • CD’s, DVD’s, Blu-ray® Discs, software, video games or vinyl records that have been opened
    • Any item not in its original condition, is damaged, or missing parts for reasons not due to our error
    • Any item that is returned more than 30 days after it was delivered

    DROP-SHIP AND CONSIGNMENT GOODS

    We reserve the right to furnish products from third parties and have them delivered directly from those sources. Drop ship consignment vendors have the right to remain anonymous and silent parties to our sale. Returns and exchanges of drop shop and consignment goods must be arranged through Sentai Filmworks and not our third-party affiliates. Any attempt to contact these sources will result in a final sale with no warranty (as-is).

    HIDIVE PROMO CODES

    • HIDIVE promo codes may be gifted to a family member or friend
    • HIDIVE promo codes may be redeemed by all HIDIVE users (active or new), with the exception of annual subscribers
    • HIDIVE promo codes must be redeemed before 1/5/19
    • Each qualifying store purchase will result in the receipt of a one-time redeemable HIDIVE promo code
    • Visit HIDIVE's solutions article for more information on how to redeem your HIDIVE promo code How do I use my promo code
    • **HIDIVE subscribers with annual subscriptions are ineligible for this promotion**

    METHODS OF PAYMENT AND TAXES

    Sales Tax: We are required to collect sales tax on merchandise being shipped to Texas.

    Shipping and Handling Tax: We are required to collect shipping and handling taxes on merchandise shipped to 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 and 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 practice 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.