Question 1

How long does shipping take?

Accepted Answer

In-stock accessories (gaming mats, acrylic cases, sleeves, toploaders, binders) ship in 1–2 business days. Anime apparel is made to order and needs 2–5 business days of production before it ships. Once the carrier scans the label, US delivery is typically 3–7 business days.

Question 2

Do you ship internationally?

Accepted Answer

Not at this time. We currently ship to the United States only (all 50 states plus APO/FPO/DPO addresses).

Question 3

Can I change my shipping address?

Accepted Answer

Email support@animerealms.com immediately with your order number. We can update the address only before the label is printed.

Question 4

What's your return window?

Accepted Answer

30 days from delivery on accessories — gaming mats, acrylic display cases, sleeves, toploaders, binders and apparel — as long as the item is unused and in its original packaging. See the full Refund & Return Policy for details.

Question 5

What can't be returned?

Accepted Answer

Opened packs of sleeves or toploaders, used or washed mats, custom or personalized playmats, gift cards, and final-sale clearance items marked at checkout.

Question 6

My order arrived damaged — what do I do?

Accepted Answer

Email support@animerealms.com within 48 hours of delivery with your order number plus photos of the outer packaging (all sides) and the damaged item. Don't discard the packaging until the claim is resolved. We'll file the carrier claim and issue a full refund or replacement.

Question 7

You shipped the wrong item or it's missing.

Accepted Answer

Contact us within 7 days of delivery. We'll send a prepaid return label for any incorrect item and ship the right one (or refund in full) at no cost to you.

Question 8

Who pays for return shipping?

Accepted Answer

On change-of-mind returns, the customer pays return shipping. On damaged, defective, wrong-item, or not-as-described returns, we cover it.

Question 9

Is there a restocking fee?

Accepted Answer

No restocking fee on standard accessory returns. Custom and personalized playmats are made to order and are not returnable unless defective.

Question 10

When will I get my refund?

Accepted Answer

5–10 business days after we receive and inspect your return. Your bank or card issuer may take a few extra days to post it.

Question 11

How do I start a return?

Accepted Answer

Use the Request a Return form on our returns page, or email support@animerealms.com with your order number and reason. Wait for a return authorization (RA) number before shipping — unauthorized returns can be refused or delayed.

Question 12

When are preorders charged?

Accepted Answer

Preorders are charged at checkout to reserve your unit.

Question 13

When do preorders ship?

Accepted Answer

On or after the ship date listed on the product page. We'll email tracking as soon as the label is generated.

Question 14

Can I cancel a preorder?

Accepted Answer

Yes, until it enters fulfillment. Email support@animerealms.com to cancel.

Question 15

How do I get notified about restocks?

Accepted Answer

Join the waitlist from the footer or use the wishlist heart on any product — we email you when that item is back in stock.

Question 16

What size are your gaming mats?

Accepted Answer

Our XL extended mats are 900 × 400 × 4 mm — enough desk coverage for a full keyboard, mouse, and play space. Exact dimensions are listed on each product page.

Question 17

How do I clean a gaming mat?

Accepted Answer

Spot clean with lukewarm water and a little mild soap, then air dry flat. Don't machine wash, tumble dry, iron, or use bleach or solvents.

Question 18

Do the acrylic cases fit standard Elite Trainer Boxes?

Accepted Answer

Yes — our ETB cases are cut for standard-size Elite Trainer Boxes. Check the internal dimensions listed on the product page against your box before ordering.

Question 19

How do I clean an acrylic case?

Accepted Answer

Use a microfiber cloth with a little water or a dedicated acrylic cleaner. Never use ammonia-based glass cleaner, paper towels, or abrasive pads — they will haze and scratch the surface.

Question 20

Do the cases protect against UV?

Accepted Answer

Our magnetic acrylic cases use UV-filtering acrylic to slow fading from ambient light. No case is a substitute for keeping collectibles out of direct sunlight.

Question 21

What payment methods do you accept?

Accepted Answer

All major credit and debit cards, Shop Pay, Apple Pay, Google Pay, and PayPal — processed securely through Shopify Checkout.

Question 22

Is checkout secure?

Accepted Answer

Yes. Checkout is handled by Shopify (PCI-DSS Level 1 certified). We never see or store your full card number.

Question 23

How do I reset my password?

Accepted Answer

Use the forgot password link on the login page. A reset email will be sent to your account address.

Question 24

How do I delete my account?

Accepted Answer

Email privacy@animerealms.com from the account email and we'll process the deletion within 30 days.

Question 25

Tracking says delivered but I don't have it.

Accepted Answer

Check with household members, neighbors, and your local carrier first. If still missing 7 days after the delivered scan, contact us and we'll open a carrier investigation.

Question 26

Tracking hasn't updated in days.

Accepted Answer

Carrier scans can stall, especially on weekends and holidays. If there's no update for 7+ business days, email support and we'll investigate.

Question 27

Is signature required on delivery?

Accepted Answer

Orders over $100 ship with signature confirmation required. We can't refund non-delivery claims where the recipient waived signature at the carrier's request.

FAQ

Shipping

Returns & refunds

Preorders & restocks

Product care & specs

Payment methods

Account support

Lost packages