FAQs

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***Please note that accounts created with the BANDAI NAMCO Entertainment Store prior to December 3, 2021 are no longer valid and will not work with this Store.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.
Please note that the Bandai Namco Store requires a saved credit card to confirm your pre-order reservation. Please make sure to check the box to save your credit card to your account during the checkout process in order to successfully reserve your game or merchandise.

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. 

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 promo codes?

Enter the promo 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 promo code was successfully entered.

How to use "WELCOME15" promo Code.

In order to redeem a promo code, please click on the "Gift Card or Promo Code" option under "Order Summary" found on the right side of the checkout process. Type in your promo code and click apply!

Code valid for one use only. Not transferable or redeemable for cash, credit, or towards previous purchases. Discount not valid on select products, including but not limited to preorder items, collector's editions, and newly released titles. 

Which item will Buy One Get One Discounts be applied to?

Buy One Get One item X% off will be applied to the lowest priced qualifying item in the cart.

How to use Promo Codes.

In order to redeem a promo code, please click on the "Gift Card or Promo Code" option under "Order Summary" found on the right side of the checkout process. Type in your promo code and click apply!

Promo Codes are not transferable or redeemable for cash, credit, or towards previous purchases. Discount only valid on select sale products.
promo codes exclude preorder items, collector's editions, and newly released titles. 

Store promo codes are not valid towards pre-order items, digital products, prior purchases, gift cards, shipping, taxes, or for use in combination with any other promotional offers, including other promo codes or discounted products, unless otherwise stated. Subject to our discretion, select products may also be ineligible for purchase using Store promo codes. Store promo codes cannot be redeemed for any cash value and are not valid after the expiration date. If any item purchased using a Store promo code is returned to the Store, the value of the Store promo code used will not be refunded to the purchaser. Store promo codes are void where prohibited if copied, reproduced, sold, or transferred. Store promo codes will not be replaced if lost or stolen. We reserve the right to end or modify this promotion at any time and without notice to you.

When will my game preorder ship? Do I receive it on release day?

We're not able to guarantee release day delivery. While we try our best to schedule delivery to arrive on or near the release date, the actual delivery date may vary depending on your location and method of shipping.

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. We are doing our best to make sure our products get delivered to our warehouse as efficiently as possible so we can process your order within the timelines communicated on the product page listings. Occasionally however we may experience unforeseen delays. We apologize for any inconvenience this may cause. 

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.

To find your code, please log into your account --> go to "Order History" --> go to “View Details” for your order. You will find your digital key under "Order Comments."

*Please note that our Products and Services are only available to end users in the United States and Canada. Please see details here.

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 merchandise, 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.

To ensure timely delivery, please separate the orders between Preorder item and Add To Cart item.

Early Access Considerations

Where offered, *Early Access is calculated from the official street date communicated on the product page and subject to our Bandai Namco Entertainment Store pre-order, shipping and return policies. See our FAQs and Terms of Service for more information.

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.

For Merchandise products, release date is approximate, any changes will be updated on the product page.

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

Preorder reservations will trigger a temporary hold on funds with your payment provider for the value of your preorder reservation. Please contact your credit card provider for more information. The credit card used to confirm your pre-order reservation will not be charged for the goods until the merchandise is available to ship from our warehouse. A BANDAI NAMCO Store account and a saved 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.

Approximately 2 weeks before the published street date on the product page, a pre-authorization attempt of the credit card that is saved against your Account will be attempted. 

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. In the event that we are unable to process a payment for a pre-order reservation we are not able to guarantee availability of your selected merchandise.

It is strongly recommended that the credit card used to confirm your pre-order reservation uses an expiration date that is later than the published street date for the item.  We will update any changes to street dates on the product pages within 24 hours of any announced changes, and your preorder reservations will continue to be valid subject to terms outlined above. 

Can I cancel my preorder?

You can cancel preorders 15 days before the release date.

Go to your "Order History" in your profile and find the preorder you would like to cancel. Select the "Cancel Preorder" button to cancel the preorder. Preorders cannot be cancelled within 14 days of the release date noted on the product page. If you cannot cancel your preorder and your items have shipped, please request a refund. See Returns Policy.

Free Shipping Offer

We sometimes offer Free Shipping where orders qualify.  Where a time period is stated, the time period is PST.  Where an order value is stated, the offer applies to items in the Cart and does not include shipping or sales tax.  Where Free Shipping is offered for a specific item or product, additional shipping fees may apply for other items included in the Cart.  Where Free Shipping is offered, the offer is for Standard Shipping and may only be available within the lower 48 states.  Free Shipping is not available for Express Shipments and may not be available for International Shipments. Other exclusions may apply. 

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.

Shipments refused by the receiver are not eligible for refunds on shipping. Please contact customer experience for additional assistance.

Can I cancel my preorder?

You can cancel preorders 15 days before the street date.

Go to your "Order History" in your profile and find the preorder you would like to cancel. Select the "Cancel Preorder" button to cancel the preorder. Preorders cannot be cancelled within 15 days of the release date noted on the product page. If you cannot cancel your preorder and your items have shipped, please request a refund. See Returns Policy.

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 refund subject to our Returns Policy. This does not include shipping costs. 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.

Shipments refused by the receiver are not eligible for refunds on shipping. Orders that have a chargeback issued are not be eligible for a refund or exchange. Please contact customer experience for additional assistance

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, please note that the Bandai Namco Store requires a saved credit card to confirm your pre-order reservation. Your account will not be charged until merchandise is available in our warehouse.

To ensure timely delivery, please separate the orders between Preorder item and Add To Cart item.

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.

What is a waitlist?

The waitlist option is offered when an item is out of stock. It will allow you to sign up to be notified via email if that item is restocked. Waitlisted items are not guaranteed to become available again, however, in the case that it does, it will guarantee that you are notified first.

If a pre-order item is restocked, please note that you will have to go through the regular pre-order steps at the time of restock. See "what is a pre-order" for details.

How does the waitlist work?

Waitlisted customers will be notified first and prioritized if the item becomes available again. This means that if you are on a waitlist, you will be notified at least 24 hours via email before the general public. Please note that all of our items are on a first come first serve basis, so even if you are on a waitlist, it does not guarantee that the product will not sell out.

If the item is available to purchase in the future, we will notify you via email. You can add [email protected] 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 [email protected] 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.

Do the games I purchase from the BANDAI NAMCO Entertainment Store work outside of the US and Canada?

Our Products and Services are only available to end users in the United States and Canada.
Please see Terms of Service for details. 

Help! I am having gameplay issues for a game.

If you are having gameplay issues, please check the BANDAI NAMCO Knowledge Base or contact our Customer Experience Team to see if your issue has been resolved and answered.

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.