Shipping and Delivery Terms

Thanks so much for shopping with us at SHOP ATLUS! Below you’ll find everything you need to know about where we ship, how we handle orders, and what to expect once your package is on the way. We've also included tips to help avoid delivery issues at checkout.

Order Processing

  • Orders for in-stock items typically ship within 1–3 business days.

  • During peak periods (like new launches or holidays), processing may take an additional 2–5 business days.

  • Once your order ships, you’ll receive a confirmation email with tracking information.

For pre-orders, release timelines are listed on each product page. These items ship according to our quarterly schedule. To avoid wait time, we recommend placing separate orders for in-stock and pre-order items. If combined, your full order will ship once all items are available.

Order Changes & Cancellation

Orders are transmitted to our fulfillment center immediately, which means we're unable to modify or cancel orders once placed. To help avoid this, please double-check the following before checking out:

  • That the correct items and quantities are selected
  • That the right size or style is chosen (for items with variants)
  • That your complete shipping address is correct, including street number, apartment/suite/unit, etc. 

Need to Update Your Shipping Address?

Please contact us as soon as possible with your correct shipping address using the Help icon in the bottom-right corner of the page. If your order hasn’t shipped yet, we’ll do our best to update the address. If tracking has already been issued, the package is in transit and cannot be rerouted. In this case, you will need to retrieve the package from the original address or wait for it to be returned to us. Please note:

  • Packages delivered to an incorrect address provided by the customer are not eligible for refunds or replacements

  • Returned packages due to incomplete or incorrect addresses will be issued a courtesy store credit for the original order amount (excluding shipping fees). If item is still available, customer may re-order using store credit.  

  • Unclaimed return packages after 10 days will be discarded and are not eligible for refunds or reprocessing

Shipping Method & Delivery Times

We currently ship via standard mail and do not offer expedited or overnight shipping at this time. Our fulfillment center automatically assigns the shipping carrier (USPS, UPS, or FedEx) for each order based on package size, weight, and your shipping address. Estimated delivery times after shipment:

  • USA: 4–10 business days

  • International: 7–21 business days (may take up to 45 days depending on customs and local carriers)

For time-sensitive events like birthdays or conventions, we recommend ordering early based on the delivery times above and choosing from in-stock items. Pre-order items ship only after their official release and may not arrive in time for specific desired dates.

Delivery Issues

While we’ll always do our best to assist within our store policy, please note that we are not responsible for:

  • Orders shipped to incorrect or incomplete addresses
  • Delays, losses, or misdeliveries by the carrier
  • Outer cosmetic product damage incurred during shipping transit
  • Packages marked “Delivered” but not received
  • International delays or unclaimed packages due to unpaid customs/import fees

Shipping Protection (Optional)

You may choose to add Shipping Protection at checkout for added peace of mind.

With Shipping Protection:

  • You’re eligible for a one-time item replacement after confirming your address
  • If the original item is unavailable, we may offer a substitute from event or marketing inventory
  • Refunds are not available for these replacements
  • Reshipping fees are not covered by this protection
  • Orders returned due to customer address errors are not covered

Delayed or Lost Shipments

If a package shows no carrier movement for 15 full business days after shipment, please contact us and we will initiate a tracer request with the carrier to assist in locating the shipment.

Carrier investigations may take up to 30 full business days to complete. During this period, orders are not eligible for refund, replacement, or chargeback, as the shipment remains in transit and under active review with the carrier. We sincerely appreciate your patience while this process is underway.

If the package is located, delivery will resume as directed by the carrier. If the carrier confirms the package is lost and recovery is unsuccessful, SHOP ATLUS may, at its sole discretion, issue a courtesy store credit for a full or partial merchandise amount.

Please note:

  • Original shipping charges are non-refundable.
  • Customers are responsible for any reshipment fees.
  • Store credit, if issued, applies to merchandise value only.

Account Closure & Refusal of Service

While we are committed to providing a positive experience for our fans and customers, there are rare circumstances where we must take action to protect our customers, partners, and team.

SHOP ATLUS reserves the right to refuse service, cancel orders, limit transactions, or close accounts at its sole discretion. This may occur in situations including, but not limited to:

  • Filing or threatening chargebacks or payment disputes prior to allowing resolution under our published policies
  • Repeated disputes or refund requests inconsistent with our return or final sale guidelines
  • Abuse or manipulation of promotions, shipping policies, or refund procedures
  • Failure to comply with our Shipping & Delivery terms
  • Threatening, abusive, or inappropriate conduct toward our staff

If an account is restricted or closed, any pending orders may be canceled and refunded at our discretion. Account enforcement decisions are final. Our policies are in place to ensure fairness, consistency, and protection for all customers, and we appreciate your cooperation and understanding.

Where We Ship

We currently ship to the United States, Canada, Mexico, and the following countries:

Europe & Oceania:
Australia, Austria, Belgium, Denmark, Finland, France, Germany, Iceland, Ireland, Italy, Luxembourg, Netherlands, Norway, New Zealand, Poland, Portugal, Spain, Sweden, Switzerland, United Kingdom

Asia:
Hong Kong, Singapore, South Korea, Taiwan

We do not ship to:
China, Japan, Russia, Ukraine, South America, Africa, the Middle East, or countries under U.S. trade restrictions.

International customers: Orders may be subject to import taxes, customs duties, or VAT. These are set by your local customs office and are the responsibility of the recipient.

Best Practices for Safe Delivery

To help ensure your order arrives smoothly:

  • Double-check your shipping address before placing your order
  • Include apartment, suite, or unit details if applicable
  • Use only standard English alphabet characters (A–Z)
  • Avoid special characters (e.g., á, é, ü) — use standard letters (a, e, u)
  • Place separate orders for in-stock and pre-order items
  • Consider adding Shipping Protection at checkout
  • Order early for time-sensitive events like birthdays or conventions — we recommend choosing in-stock items, as pre-orders are only shipped after their official release

For international addresses: 

  • Each line is limited to 35 characters
  • Use abbreviations where helpful (Blvd, APT, etc.)
  • Use Address Line 2 or the Company field for additional space

Need Help?

We’re here for you! Just click the Help icon in the bottom-right corner of the page to submit a support ticket. Our team will respond within 1–3 business days. If the icon is not appearing, email us at help.desk@shopatlus.com with your order number, shipping address, and details about your question.