FAQ's

Store policies

Shipping

All orders that are shipping to domestic (USA and its territories) addresses and are over $74.98 USD before shipping qualify for our free shipping offer!

The method used for free shipping will vary depending on the weight and/or contents of your order. The breakdown of the free shipping methods we offer is as follows:

Note: Orders placed after 1:00 PM on May 30, 2025, will be shipped via UPS Ground, with an average delivery time of 1–5 business days.

All free shipping methods receive a tracking number when shipped.
These are the shipping times as they are shown on the official websites for the United States Postal Service and UPS:

• USPS Media Mail®: Avg. 2 - 8 business days
• USPS First-Class Mail®: Avg. 1 - 3 business days
• USPS Priority Mail®: Avg. 1 - 3 business days
• USPS Priority Mail Express®: Avg. 1 business day
• UPS® Ground: Avg. 1 - 5 business days.

The times posted here are not absolute and are instead averages presented on the postal service websites. Each shipment time may vary.
The NISA Online Store is able to ship to many locations around the world. However, we are unable to ship to addresses in the PAL region. Attempting to create an order on our store using a shipping address in the PAL region will result in the error message of "Sorry, no quotes are available for this order at this time." To check if you are in the PAL region, please view the list of countries provided below.

If you live within the PAL region, please visit our sister site NISA Europe Online Store. The NISA Europe Online Store was created in order to give our fans in Europe and Australia a place where they can order PAL versions of items, if we have the opportunity to offer them. Please note--although we always try to bring our titles to as many regions as we can, we are not always able to make all titles available in both the NISA Online Store as well as the NISA Europe Online Store.

Please also note that due to licensing restrictions, NISA Online Store is unable to ship any items to Japan. We apologize for any inconvenience this may cause.

The following is a list of countries within the PAL region that we are unable to ship to : Australia, Denmark, Israel, Poland, Spain, New Zealand, Finland, Italy, Portugal, Sweden, Austria, France, Kuwait, Qatar, Switzerland, Bahrain, Germany, Lebanon, Romania, Turkey, Belgium, Greece, Luxembourg, Russia, UAE, Bulgaria, Hungary, Malta, Saudi Arabia, UK, Croatia, Iceland, Netherlands, Slovakia, Ukraine, Cyprus, India, Norway, Slovenia, Czech Republic, Ireland, Oman, and South Africa.
These are the shipping times as they are presented on the official website for the United States Postal Service:

International USPS Estimates:

USPS Priority International® = 6 - 10 business days (Tracking included)*
USPS Priority Mail Express International® = 3 - 5 business days (Tracking included)*

*Please note that International shipments may be delayed at Customs in the receiving country. This may happen to any shipping method, and the order may be delayed an unpredictable amount of time.

**Most orders are processed and shipped out within 3 business days from when the order is placed, unless it is for a preorder item or special order item.
NISA Online Store cannot replace or refund damaged or lost shipments for orders shipping via USPS First Class as their shipping method. Choosing this shipping method is at the customer's own risk.

This shipping method normally takes about 3 to 4 weeks to arrive at the shipping address, and is not guaranteed to provide tracking information once it leaves the United States.

Note: Typically, you will no longer receive updates on your order's shipping status once the package has left the United States, and will need to follow up with your local shipper for any additional assistance. Your tracking number given when the item was shipped from USPS will normally be used by the local shipper of the destination as well. As the tracking number may not be updated once the package leaves the United States, it is common for the last USPS update to show as "ARRIVED AT [US CITY]" even after the package has departed the United States.

USPS First Class International is the least expensive of our international shipping methods; however, it may come with little to no tracking information after US departure, which prevents us from being able to claim any assistance with the third party shipper. Additionally, since First Class international shipping also exchanges hands from USPS to the local shipper of the destination, USPS and the NISA Online Store cannot provide additional assistance if an inquiry is needed on a shipment taking longer to arrive than anticipated. Again, we caution that this shipping method is used at the customer's own risk.

Please note--If your order arrives back at our location due to an incomplete, incorrect, or undeliverable address, we will be able to reship the same item once for free. However, if the order is to return to us a second time due to a bad shipping address or incorrect/incomplete information, we will have to ask the customer to pay for the third shipment out.
Any additional charges that are accrued for customs and import taxes are to be covered by the customer. Please note that we are unable to lower the declared value of any orders any further. We appreciate your understanding.

Returns & Replacements

We will accept returns of damaged/defective products if we are contacted by the customer within 14 days of the delivery confirmation on your tracking number.

Returns will require the following:
1) The item MUST be in its original plastic shrinkwrap.
2) The return must be approved by an NISA Online Store representative. Please contact us at storesupport@nisamerica.com.

Note: If your order has already shipped before you request to cancel your order, we will have to ask for you to pay for the return shipping. Please note that in many cases, orders can instead be marked as "RETURN TO SENDER" or refused upon delivery to have it sent back to us at no further charge. We appreciate your understanding.

Giclees and metal art prints are not eligible for returns or exchanges, as they are made to order.
We are happy to do our best to help address any damage claims created within 14 days of the delivery date as shown on your tracking number, and if replacement components are available. Due to the low quantity made of our Limited Editions and other products, we only have a certain amount of replacement components available specifically for this use. These replacements are available only while supplies last.

Please detail what is damaged within your order, and we will do our best to offer a replacement component. In most cases we have replacement outer boxes, art books, soundtracks, and other components available to send as replacement units. All our products and components are packed with great care in preparation for shipment, although we cannot control all aspects of the shipping process as it is handled by a third party. If additional assistance is needed after the first replacement, we will need for the customer to pay for shipping on any additional replacements.

Please send any damage claims to storesupport@nisamerica.com
We are happy to do our best to help address any damage claims created within 14 days of the delivery date as shown on your tracking number, and if replacement components are available. Due to the low quantity made of our Limited Editions and other products, we only have a certain amount of replacement components available specifically for this use. These replacements are available only while supplies last.

Please detail what is damaged within your order, and we will do our best to offer a replacement component. In most cases we have replacement outer boxes, art books, soundtracks, and other components available to send as replacement units. All our products and components are packed with great care in preparation for shipment, although we cannot control all aspects of the shipping process as it is handled by a third party. If additional assistance is needed after the first replacement, we will need for the customer to pay for shipping on any additional replacements.

Please send any damage claims to storesupport@nisamerica.com

Payments & Billing

All orders are billed upon placement. However we do offer multiple payment options to help break up the total cost if needed.
We accept payment by all major credit cards (VISA, MasterCard, American Express, and Discover), Shopay (Which also supports diner’s club, ApplePay, google pay, and Shop Pay Installments), and PayPal. We do not accept cash, checks, or money orders.

We will accept prepaid cards, as long as they are backed by one of the above credit card companies.
The NISA Online Store will process all transactions using the US Dollar (USD). If you are using a payment method linked to another form of currency, the exchange rate will be determined by your financial institution at the time your payment is collected.

Orders

Orders will show as "Processing" on the NISA Online Store until they have been confirmed as shipped. Typically, the only two order statuses a customer will see for their order are "Processing" and "Complete". Even if your order has been billed, it will still show as "Processing" until it has been shipped.

In the unlikely event your order status shows as "Pending", please get in contact with us so we can look into your order and determine the issue.
To ensure your order has not shipped, please check your order status at https://store.nisamerica.com/sales/guest/form

Most commonly, orders have not shipped because either 1) the order contains preorder items that have not yet been released yet, or 2) because there was an issue during the billing process.

Please contact us at storesupport@nisamerica.com with your order number, and we will happily look into the reason why your order has not shipped.
You are able to modify your order if the order is not already being processed in our warehouse. This can be done by accessing your account or order through your email confirmation and selecting “Modify.” Then you can make the following changes:

- Cancel
- Change Shipping / Billing address
- Add or remove items from your order.

When complete your order will be given a new Order ID. Please use the new ID in any support or status inquiries in the future.

Note: any changes to your order will result with your previous order’s cost being refunded and the new order’s cost being charged.

If you have a Damaged or missing item, please contact us at storesupport@nisamerica.com and we will be happy to assist you. All damage needs to be reported within 14 days of delivery confirmation for us to be able to properly assist you.
You are able to modify your order if the order is not already being processed in our warehouse. This can be done by accessing your account or order through your email confirmation and selecting “Modify.” Then you can make the following changes:

- Cancel
- Change Shipping / Billing address
- Add or remove items from your order.

When complete your order will be given a new Order ID. Please use the new ID in any support or status inquiries in the future.

Note: any changes to your order will result with your previous order’s cost being refunded and the new order’s cost being charged.
Due to the limited quantities of our products, the NISA Online Store reserves the right to adjust orders that exceed 3 units of one Limited Edition product. A customer is allowed to order over 3 units, but please be aware that we may change the quantity back down to 3 units of that one product at our discretion. We will notify customers in the event their order has been modified.

Orders above $500 are monitored for possible fraudulent activity.
Our Online Store charges sales tax to all shipping address located in the following states: California, Colorado, Florida, Washington, Texas, Colorado, Georgia, Hawaii, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maryland, Michigan, Minnesota, Nebraska, Nevada, New Jersey, North Carolina, Oklahoma, Pennsylvania, Tennessee, Texas, Utah, Washington, and Wisconsin.

Preorders & Product Availability

A preorder is an order placed for an item that is not yet available. Placing a preorder reserves a copy of this item for fulfillment at a future date. This means that the item will not ship directly after your order is placed, but later, once the item is available. You can reference the date or period during which your preorder item is scheduled for release in the left hand side of the item’s store page, adjacent to the preorder button.
We begin shipping orders a few days before a title's release date. In most cases, customers receive their orders by the release date. Although we do always try to have items arrive by the release date, factors such as weather, holidays, or other events impacting the delivery service mean that we cannot guarantee a delivery date.

For International Customers:
Due to the increased time needed to ship internationally, it is not common for our customers in other countries to receive their orders by the release date. However, in most cases the customer will have already received their tracking number and will be able to track their package by this time. The exact time needed for delivery depends on what shipping method was used and the time needed for the package to clear customs in the receiving country, among other factors.


Please note that if your order contains multiple preorder items that have different release dates, the order will not ship until all items have been released. For more information, please see the help topic immediately below. If you have any questions about your delivery, please reference your tracking number, or feel free to contact us!
We ship orders to our customers once all items in the order are available to ship.

Example: If you preorder two items in the same order, "Product A" releases May 9th and the other item in your order "Product B" releases on June 1st, then both items will not ship until the last item is ready, meaning your order will not ship until shortly before June 1st.

Preordering multiple items together in this fashion allows customers to combine shipping for a lower cost, or to add multiple items together to reach the minimum required to get free shipping.

If you are interested in receiving your orders separately, we can help you arrange that! Please note that splitting orders apart may require you to pay shipping charges for one or more of the new orders.
All orders are billed upon placement. However we do offer multiple payment options to help break up the total cost if needed.
Typically we do not restock any items and most products are available only once on our store. This is especially true with our Limited Editions! Because of this, we highly recommend on placing preorders on items you are interested in. This is the best way to ensure you can receive the product you are looking for.

Once an item has gone out of stock, there is a possibility for copies to return to our store following customer cancellations or returns, or by the cancellation of customer orders that remained unpaid for a period of time after the item's release. You can request to be automatically notified in the event that an item receives additional stock by using the link on the item's product page: "SIGN UP TO GET NOTIFIED WHEN THIS PRODUCT IS BACK IN STOCK."
To help make sure that you do not miss out on the NISA Limited Editions we sell in our NISA Online Store, we have a stock meter to help give you an idea of how many units remain of our available products. Below is a listing of each status and what it means:

Stock Meter 76% - 100%: Just started! We have most of our stock available!
Stock Meter 51% - 75%: We have sold at least a quarter of our stock that we have available.
Stock Meter 26% - 50%: We have sold over half of our stock!
Stock Meter 11% - 25%: Less than a quarter of our stock is available.
Stock Meter 6% - 10%: We have at most one tenth of our stock that is still available.
Stock Meter 0% - 5%: We have less than 5% of our stock available. This can also mean that there are no more remaining units.

In many cases, a Limited Edition will sell out within the month prior to its release. When a title's release date is less than a month away, or when a title has less than 25% stock remaining, it may start to sell out at a faster rate as customers start to place their last minute orders. If you are interested in receiving a Limited Edition, be sure to place an order while you can!

Once an item is sold out, there is a possibility for copies to return to our store following a customer cancellation or return. You may wish to sign up for a product alert on a product's Online Store page to receive a message if we are able to make additional copies available. Please note--the items may return to our store in low quantities, and we cannot guarantee how long they will be available until they are sold out.

Note: If you find yourself looking for one of our sold out products, we recommend checking out the NISA Online Store pages 1 to 2 weeks before the release date as most of product order cancellations occur during this time frame.
Some of our Limited Editions are released for multiple platforms. In the instance that a release shares an outer box with another simultaneous release, we will label them with a sticker that indicates the game’s platform in order to help tell these items apart.

The stickers indicate the following:

- “For Home Device” -- for non-portable devices designed for use on a separate monitor
- “For Portable Device” -- for strictly portable devices that do not use a separate monitor
- “For Hybrid Device” -- for devices both portable and designed for use on a separate monitor

Account & Rewards

Accounts

Creating a free NISA Online Store account will allow you to track orders, earn discounts, and more!

- Earn Reward Points - Points will be given automatically for orders placed when logged into your account, once the order has shipped. These reward points can be used to get discounts on future orders.

- Track Orders - Easily track orders you have placed under the My Orders tab. Tracking numbers will also appear here once they become available.

- Address Book - Set your default address to appear when you create a new order.
Orders will appear under the My Orders tab if you are logged into your Online Store account when the order is first placed. If you cannot see an order you placed in the My Orders tab when logged in, it may be because you were not logged in at the time you placed the order.

If you find that you did place an order as a guest, you will be able to find your order by looking into your email for an order confirmation. You can access all your order details from that confirmation message.

If you are having difficulty locating your order data, make sure to check your spam folders and filters. You can also contact us at storesupport@nisamerica.com
Locate the order status screen that you would like to track through either your emailed order confirmation or by logging into your account.
Once you have located the order, click on the “View Order” button to see your most up-to-date details. Your tracking number and updates will be listed on the “View Order” screen as well.

Viewing orders will allow you to also see any tracking numbers, once the order has shipped.

Additionally, once your order is shipped you should also receive an email with your tracking details.

Reward Points

For every completed order that is linked to an NISA Online Store account, you will receive 5 reward points for every whole dollar spent, before tax and shipping are calculated. These points will be stored in your account, and do not expire!

Once you have a balance of at least 500 reward points, you will be able to redeem the points at our checkout screen. Every 100 points will give you a discount of $1.

Using reward points will not impact any free shipping offers, if the new balance falls below the free shipping threshold.
In order to redeem reward points during the checkout process, you must have a balance of at least 500 reward points, and be logged into your NISA Online Store account. A check box will appear under "Payment Method" allowing you to redeem your reward points.

PayPal users, please note that you will not be able to redeem reward points using PayPal Express Checkout. If you wish to redeem your points, please use our store's checkout page. You will have an option to redeem your reward points, as well as pay via PayPal.
In order to redeem reward points during the checkout process, you must have a balance of at least 500 reward points, and be logged into your NISA Online Store account. A check box will appear under "Payment Method" allowing you to redeem your reward points.

PayPal users, please note that you will not be able to redeem reward points using PayPal Express Checkout. If you wish to redeem your points, please use our store's checkout page. You will have an option to redeem your reward points, as well as pay via PayPal.

Troubleshooting & Other Questions

The NISA Online Store is able to ship to many locations around the world. However, we are unable to ship to addresses in the PAL region. Attempting to create an order on our store using a shipping address in the PAL region will result in the error message of "Sorry, no quotes are available for this order at this time." To check if you are in the PAL region, please view the list of countries provided below.

If you live within the PAL region, please visit our sister site NISA Europe Online Store. The NISA Europe Online Store was created in order to give our fans in Europe and Australia a place where they can order PAL versions of items, if we have the opportunity to offer them. Please note--although we always try to bring our titles to as many regions as we can, we are not always able to make all titles available in both the NISA Online Store as well as the NISA Europe Online Store.

Please also note that due to licensing restrictions, NISA Online Store is unable to ship any items to Japan. We apologize for any inconvenience this may cause.

The following is a list of countries within the PAL region that we are unable to ship to : Australia, Denmark, Israel, Poland, Spain, New Zealand, Finland, Italy, Portugal, Sweden, Austria, France, Kuwait, Qatar, Switzerland, Bahrain, Germany, Lebanon, Romania, Turkey, Belgium, Greece, Luxembourg, Russia, UAE, Bulgaria, Hungary, Malta, Saudi Arabia, UK, Croatia, Iceland, Netherlands, Slovakia, Ukraine, Cyprus, India, Norway, Slovenia, Czech Republic, Ireland, Oman, and South Africa.
Orders shipped USPS First-Class do not have guaranteed tracking updates once the item has left the United States. In a majority of instances, the package is still on its way to you. However, the tracking is simply not being updated by the carrier. In these cases, the last tracking update for the order will show that it has been received by a facility in a US city.

Customers in other countries may be able to receive tracking updates once the package reaches their country from their local postal service by referencing the USPS tracking number they were provided. For example, customers in Canada can reference their tracking numbers at www.canadapost.ca
Please contact us at storesupport@nisamerica.com and we will get it resolved quickly.
Acrylic Prints are face-mounted giclee prints to a clear acrylic substrate. By printing on paper it maximizes the color and vibrancy of an image.
We provide the highest quality resolutions possible for our prints with a target resolution of 300 dpi. We work from the original artwork, and always proof our prints before we begin selling them in the Online Store to make sure that the print is to a professional standard.
When shipped, we have these products packed by Fine Art printing experts who make sure the utmost care is taken when assembling these orders are shipped to our customers. We have a unique box used to hold the product safely while it's in transit to you.
Please note, that since these items are made to order we cannot offer exchanges or returns unless there is something wrong with the make of the product or if there is a failure in care provided.
Acrylic prints take about two weeks to be created and will ship directly from our manufacturer--please note that for orders with additional items, the Acrylic prints will ship separately from the rest of your order, and will typically arrive about two weeks after the rest of your order.
Please visit the Contact Us page to get in touch with us.
If applicable, please let us know your order number as well as what changes you would like made to your order.
For press related inquiries, please contact us at pr-na@nisamerica.com (North America) & pr-eu@nisamerica.com (Europe).