usagundamstore.com

Good morning, Bynum, Thank you for reaching out and for taking the time to share your feedback. I reviewed your order and support history to better understand your experience. I see that your order was placed during our Christmas in July Sale. Like many retailers, our larger promotional events generate a significant increase in order volume, which can occasionally extend our fulfillment times. While our standard processing estimate is 2–3 business days, your order shipped on the 4th business day, July 23, 2026; just one business day beyond that estimate. While we work hard to ship every order as quickly as possible, we appreciate your patience and understanding that processing times may be a little longer than usual during these high-volume promotions. The order was also shipped using our standard shipping service and rates. I also checked our support records and was unable to locate an email from you in our [email protected] inbox. When an email is successfully received, our helpdesk automatically sends a confirmation with a ticket number. If you don't receive that confirmation, it generally means the email did not reach us, and we recommend sending a new inquiry so our team can assist you as quickly as possible. I did find a voicemail left on Saturday at approximately 7:00 PM. Since our support team is unavailable outside of normal business hours, we reviewed the message the following business day. The voicemail did not include a request for assistance or ask for a return call, so no callback was scheduled. We genuinely appreciate your feedback, as it helps us continue improving our service. If there's anything we can still assist you with, please don't hesitate to let us know, we're always happy to help.

Hi Christopher, We completely understand how disappointing it can be to see a kit become available elsewhere while you're still waiting on your preorder. We truly value the trust you place in us when you choose to preorder with USA Gundam Store, and we're committed to fulfilling your order as quickly as possible once our allocation arrives from Bandai. While delays are occasionally outside of our control, we work hard to keep our customers informed every step of the way and appreciate your patience and continued support. If your preorder is significantly delayed and you'd prefer not to wait, we're always happy to assist with a cancellation and provide a full refund with no cancellation fees. We sincerely appreciate your support and your business. If you have any additional questions or need further assistance, please don't hesitate to reach out to us at [email protected]. We're always happy to help!

Hi A. Zhang, Thank you so much for being a longtime customer. We truly appreciate your continued support over the years, and we're grateful that you took the time to share your feedback with us. After reviewing your concerns, I personally forwarded everything to our owner, Adam. I understand that he was able to reach out to you directly and work with you to make things right regarding your order. While we generally do not guarantee the condition of product packaging, I did notice that one of the runners inside your kit was damaged. That is not the standard of quality or service we strive to provide, and we sincerely apologize for the inconvenience and frustration this caused. Your feedback is incredibly valuable, and we are actively working with our support team to improve both our internal processes and the overall experience we provide to our customers. Experiences like yours help us identify where we can do better. If there is anything else we can assist you with or if you have any additional questions or concerns, please don't hesitate to reach out. We're always happy to help and appreciate the opportunity to continue earning your trust. Thank you again for your continued support, and we hope to provide you with a much better experience in the future.