You can contact our Store Customer Experience Team here: BANDAI NAMCO Entertainment Store Help Center. For all other BANDAI NAMCO Entertainment Support, visit our Help Center here: BANDAI NAMCO Entertainment Customer Experience Help Center
***Please note that accounts created with the BANDAI NAMCO Entertainment Store prior to December 3, 2021 are no longer valid and will not work with this Store. You will need to create a new Store profile to pre-order merchandise or special editions.***
How can I create an account or login?
Please check the following link to create a new account with us here. You can “Create a New Account” by following the instructions provided.
Can I use my existing BANDAI NAMCO Entertainment Account on the eCommerce store?
On December 13, 2021 we re-launched our official eCommerce Store. In order to pre-order or purchase games and merchandise at the BANDAI NAMCO Store after December 3, 2021, you will need to create a new account in order for us to capture your shipping information and payment authorization.
I forgot my password! How can I reset it?
You can reset your password from either the login page or from your Account Settings. From the login page, click on “Request a new one!” or from the Account Settings, choose “Reset Password”. Check your email inbox for an email from BANDAI NAMCO Entertainment with steps to update your password.
How can I delete my Store Account?
To delete your Store Account, please contact our Store Customer Experience Team More information is also available in the Data Privacy section of these FAQs.
Marketing and Promotional Offers
How can I make sure I am the first to know about new merchandise and special editions?
Get the latest updates about pre-orders, special editions, exclusive merchandise, and hot deals straight to your inbox by opting into our newsletter. You can opt in to the newsletter from the link at the bottom of the footer on our website, or by checking the opt in boxes during the Account Creation and Checkout process.
How can I redeem coupon codes?
Enter the coupon code in My Cart or during the checkout process on the Order Summary. Click on “Gift Card or Promo Code” and enter your code. You should see a new updated Total in the Order Summary if your coupon code was successfully entered.
Where can I have my order delivered?
We currently ship to customers in the USA and Canada.
How much will it cost to ship my order?
Shipping costs and timelines vary by country or region and the method of shipping selected. We currently offer Standard and Express shipping options for orders shipping within the United States. Shipping transit time is impacted by factors including distance, shipping method, route, and season. Once your order has shipped out from our warehouse, you will receive an email notification from BANDAI NAMCO Entertainment with tracking information for your package. Standard shipments may take up to 7-10 days and Express shipments may take 3-5 days from the date shown on your email. International shipments to Canada may take as longer than 7-10 days in some cases. Please note that duties, taxes, and carrier brokerage fees are strictly enforced for international orders and are not included in your order amount at checkout. These will be assessed upon delivery by the postal carrier and must be paid by the order recipient.
Do you ship to APO/FPO/DPO, or PO Box addresses?
We ship to all US territories and APO/FPO/DPO addresses. Orders shipped to PO Boxes are sent via USPS Priority Mail. Unfortunately, we cannot offer express and/or overnight shipping for these addresses.
What kind of shipping method is available for international orders?
International orders will be shipped via USPS international priority mail.
Will I have to pay for tax or customs on my international order?
In general, the buyer is responsible for paying the additional costs such as duties, taxes, and customs clearance fees.
How will I know when my order has shipped?
Once your order has been shipped out from our warehouse, you will receive an email notification from BANDAI NAMCO Entertainment referencing the Order number (#) used and providing the tracking information for the shipment. Please be sure to check your email folders including the spam folder. You can also check your Order History and status in your Account Settings on our Store to see the latest updates. Please note that you will only be charged for items that are in-stock and available to ship from our warehouse, at the time the shipment is confirmed.
I received a shipping delay notification. Why is my order delayed?
Due to the international pandemic and freight crisis, our carriers are facing unprecedented delivery delays of our products to our warehouse. We are doing our best to make sure our products get delivered to our warehouse so we can process your order. We apologize for the inconvenience.
My order is missing, what do I do?
If you selected Standard delivery at checkout, then your delivery may take up to 7-10 days from the date you received the tracking information. If you selected Express delivery, then it may take up to 3-5 days. If after this time you still have not received your order, please use the tracking information in your email to determine which shipping carrier was used to ship your order. Please contact the carrier first to track your shipment. Sometimes they are able to locate your shipment before we can. BANDAI NAMCO Entertainment is not responsible for delayed deliveries or lost shipments by third party carriers.
How do change my shipping address?
The shipping address for an order cannot be changed once the checkout process has been completed. You can add, modify, or update shipping addresses saved to your Account in the Account Settings menu on the Store.
Can I change my shipping method?
The shipping method for an order cannot be changed once the checkout process has been completed. Please review your order carefully before placing an order.
Digital Product Fulfillment
Digital products (e.g. Steam keys) will be delivered via the email associated with the account used to complete the order within 2 hours, or by 5PM PST on the date that the product is available for pre-ordered items. Please be sure to check your email folders including the spam folder. You can also add firstname.lastname@example.org to your list of contacts to avoid emails going to your spam folder.
Pre-Orders & Shipping Considerations
When will I receive my pre-ordered game or Collector’s Edition?
We try our best to make sure that you receive your pre-ordered game, Collector’s Edition or Special Edition on or as close as possible to the official street date communicated on the product page. However, we can’t guarantee that you will receive your order on the actual street date and the delivery date may vary depending on your location and method of shipping selected at check out.
From time to time the official game street date may change. Date changes are always updated on the product page on our website within 24 hours of the official announcement of any change.
International, APO/FPO/DPO/US Territories pre-order deliveries
Shipments to these destinations can sometimes take 7 to 10 days or more depending on the carrier used, delivery address and customs clearance. Pre-orders for merchandise and apparel items are shipped as soon as they are available. The estimated date that the items will be available to ship is communicated on the product pages and may change from time to time.
International Freight Crisis and COVID-19 impact
We are currently experiencing longer than normal production and delivery lead-times due to the international pandemic and freight crisis. We are committed to delivering your pre-order as soon as we can and to being transparent in the communication of expected Street Dates for Games and Special Editions, and availability for merchandise items on our product pages and appreciate your patience and support at this time.
Placing a Pre-order / Pre-order Payments
The credit card used to confirm your pre-order reservation will not be charged until the merchandise is available to ship from our warehouse. A BANDAI NAMCO Store account and a stored credit card are required to confirm your pre-order reservation. Unfortunately, we are not able to support pre-orders through a Guest Checkout at this time. A pre-authorization attempt of the stored credit card that is saved against your Account will be attempted when your reserved merchandise is available to ship from the warehouse. If the pre-authorization attempt fails at this time, we will cancel your pre-order reservation and you will receive 2 emails from the BANDAI NAMCO Entertainment Store;
(1) A cancellation of the original pre-order reservation
(2) A new unique link (valid for 48 hours) to allow you to re-checkout with an updated credit card. We will hold your pre-ordered item(s) for no more than 48 hours.
If you have not been able to update your credit card information within this 48 hour window, we will release your reserved merchandise to our Waitlist customers. It is therefore strongly recommended that the credit card used to confirm your original pre-order reservation uses an expiration date that exceeds the anticipated street date for the item. Items purchased in a single cart transaction with a pre-ordered item will be shipped at the time the pre-ordered item becomes available for shipping. If you would like to receive non-pre-order items sooner than the anticipated pre-order street date, we recommend purchasing available items through a different transaction. You will only be charged for items that are in-stock and available to ship from our warehouse, at the time the shipment is confirmed.
Returns & Exchanges
Can I cancel my order after it has been placed?
Once an order has been completed through the Check Out, it cannot be cancelled. If you no longer want to purchase the item(s), please follow the steps outlined in our Returns Policy below.
Can I return physical products?
We want you to be satisfied with your purchase! Physical products that are unopened and remain in their original condition may be returned within 30 days of receipt for a full refund subject to our Returns Policy. Defective physical products may be returned within 90 days of receipt and may be replaced with a new item subject to the Bandai Namco Entertainment Limited Warranty. Unless otherwise instructed by a Customer Experience Representative in writing, all components of a Product must be returned in full, including all items in a Bundle or Collector’s Edition, to be eligible for a refund or exchange as set forth herein.
Can I return digital products?
All purchases of digital Products are final and are not refundable, transferable, or exchangeable. Your order will be complete and deemed accepted by you once the digital code is delivered to the email address associated with your Order.
What payment methods do you accept?
We offer a variety of payment methods such as Visa, Mastercard and Discover. American Express is available for customers in the United States. Additional payment methods may be available in the future.
What is a pre-order?
A pre-order is an order you place to reserve a product prior to its advertised release or “street date”. Placing a pre-order reservation follows the same checkout process as a regular purchase, however, your account will not be charged until merchandise is available in our warehouse.
The product I wish to buy is out of stock, can I still place an order?
Unfortunately, that means the product is currently not available.
I have been placed on a Waitlist, what will happen now?
If the item is available to purchase in the future, we will notify you via email. You can add email@example.com to your list of contacts to avoid emails going to your spam folder.
How do I know if I have successfully placed my order?
If your order has been successfully placed, you will receive a confirmation via email from BANDAI NAMCO Entertainment. Please be sure to check your email folders including the spam folder. You can add firstname.lastname@example.org to your list of contacts to avoid emails going to your spam folder. You can also check your Order History and status in your Account Settings on our Store to see the latest updates.
Will my order incur sales tax?
The BANDAI NAMCO Entertainment Store is required by law in most areas to collect sales tax on orders. The rate applied to your order may vary depending on the product in the shopping cart. Sales tax rates are determined by your state and country and may vary from city to city. The tax rate will be calculated during checkout automatically while entering your information. If you were charged sales tax but believe that you should not have been, please contact our Customer Experience Team to file a claim. Please mark your enquiry as “SALES TAX CLAIM” and include your order number from your email confirmation.
Why is there a quantity limit for the item I want to purchase?
In some cases, we have very limited quantities of Special Editions, Collectors Editions, or merchandise available. To ensure that our fans have an equal chance to purchase these products, we may put a limit on the quantity that you can purchase on a single order.
What happened to my Premier Rewards Program points from the previous BANDAI NAMCO STORE?
Our Premier Rewards Program ended on 12/3/2021. Premier Rewards Program points accumulated before 12/3/2021 are not supported on the new system.
Coupon Codes Issued Before 12/3/2021
Previously issued store credits and coupon codes expired on December 3rd, 2021. If you have a BANDAI NAMCO Store coupon code that is not working and believe it was issued after December 3rd 2021 please contact our Customer Experience Team so that we can validate your code.
Gameplay (DLC, Servers, etc.) and Warranty Issues
Help! I am having gameplay issues for a game.
I still have gameplay questions -- who do I contact?
For gameplay assistance or feedback/suggestions, please visit our support site at https://support.bandainamcoent.com/hc/en-us and submit a ticket.
Who should I contact for questions about my warranty?
Click here for Limited Warranty details.
Is this store affiliated with BANDAI NAMCO Entertainment America Inc.?
This is the official online store for BANDAI NAMCO Entertainment America Inc. I have seen the BANDAI NAMCO Entertainment America Booth at some conventions. Is this online store the same as the one at these events? Yes, it is! We participate in select conventions every year with great promotions and exclusives that you cannot get anywhere else… and sometimes not even on our online store!
Which conventions will the store attend this year?
While we cannot confirm which events we will be attending, we recommend periodically checking our official social media channels as we will be making an official announcement prior to the show/event to let all our online customers know we will be there… and maybe offer you a sneak peek of our show exclusives!
I think I have encountered a bug on your site. Where can I report this?
If you feel you have experienced a site error while browsing our store, please feel free to contact our Store Customer Experience Team and provide as much information as you can about the situation, what you were doing, what you clicked, etc. Your help is greatly appreciated!
Can I contact Customer Experience?
Yes, we are here to help! Our Store Customer Experience Team is available 24/7 for your support.