Dear collectors,
There have been a few points brought to our attention regarding some issues and incidents, and we would really like to explain and hopefully clarify them as best we can :)
1. The shipments of Shirahoshi
This was our first experience with a very high order volume, and it took us by surprise. We thought we'd have everything ready within one week of invoicing as we previously were, but it took just one week for our payment to transfer to MH accounts (for high quantity we need to do bank wire payments). After we received the product we took measurements to order custom boxes to ship her which then took another week to arrive. After this, the packing process took one more week to get through all of the orders and finally we lodged the parcels with HK Post. I noticed some posts saying that we said we sent the goods and the tracking number didn't update and it left Hong Kong one week after we said we posted it, this can happen sometimes when submitting a high volume of parcels at once. They aren't always processed instantly as HK post has one of the highest outgoing mail rate in the world. We apologize if there was a misunderstanding about that and are sincerely sorry that some have thought we weren't being honest.
2. The Products with No Stickers
When we first established our web store, our distribution was based out of Singapore. The logistics company we were using had a lot of experience and was very smooth with our requirements. However, there was an issue with the shipping cost because the only available option was EMS. After receiving many requests to offer economy shipping, we decided to move the warehouse to Hong Kong so we could offer Registered Air Mail. After this it took some time, and a few product experiences to adjust and become settled in. Unfortunately this has led to some incidents regarding the application of the Toei license stickers.
The sticker process is like this when ordering high volume from Megahouse:
- The products are received in cartons containing 6 - 12 pcs (sometimes 3 or 4 depending on the product size), and each carton contains an envelope with the stickers for the agreed distribution license.
Our new logistics team wasn't aware of this and were just packing the products and throwing out the cartons. Since then we've had meetings and I've stressed the importance of making sure ALL of the stickers are applied to the products before dispatch. This has been completely rectified now since our latest dispatch of Brook and Arlong.
3. The Report of Our Packing Quality
We have become aware that there are some reports that we do not pack our products in a secure and acceptable manner. There are claims that we do not use a proper box or protective material such as bubble wrap. It is upsetting to see this kind of defamation as we put a lot of effort into doing our best. I have attached some images as an example of how our products are packed and delivered.
In conclusion, it has been a long road for us, and the warehouse move has taken its toll on not only our reputation but your expectation of us. We apologize for not being able to make it a seamless transition and we apologize that it has affected some of your orders with us. We are happy to say that we are settled in and continue to refine the dispatch process to give our best service and uphold all of our values of having the best customer support, providing the best possible prices we can and to make your collecting experience hassle free, fun and enjoyable.