Contact Us

Email Support: storesupport@bandainamcoentstore.com

FAQs

Account information

I used to have a BANDAI NAMCO Games Store account – can I still use that login?

Unfortunately, no… but with good reason! We have completely revamped our website and added an exciting new VIP loyalty program with a brand new rewards catalog. All you need to do to create a new account is click “Login/Sign Up” at the top and follow the instructions to create your account and start earning points!

Can I still check out using my Amazon account?

We no longer offer the ability to check out using your Amazon account.

How do I create an account?

At the top, please click “Login/Sign Up” and follow the instructions to create your account.

I forgot my password!

If you have forgotten your password, please go to the Forgot Password tab on the sign in page and enter your email. Your password will be resent to you.

How do I change my Name, email address, or password?

If you wish to reset your password, please log in to your account and go to your personal account page. Below your personal information in your Account Details, you can click on the button Change Password to reset your password.

I want to add, edit, or delete an address – how do I do that?

You may change your shipping address at any time, by accessing your personal Account page and saving your Shipping Address preferences in your Account Details by pressing the Edit button.

I’d like to update or delete my saved payment method(s) – where can I do this?

You may change your saved payment methods at any time, by accessing your personal Account page and saving your payment method information in your Account Details by pressing the Edit button.

Pre-Orders

Am I charged right away if I pre-order?

For pre-orders, you will not be charged immediately. Your account will be debited only a few days prior to shipping or digital delivery. You will receive a reminder email before you are charged and may modify your payment information.

What is the difference between a pre-order and a pre-purchase?

A pre-order is an order you place for a product which will be released and shipped at a later date, but for which you will not be charged until within a few days of shipping.
A pre-purchase is a pre-order for which you will be charged immediately upon placing your order.

Help! I need to change my shipping address/payment information for an order/pre-order I’ve already placed?

For orders that you have already placed and to which you wish to bring modifications, please contact our customer support in order to apply these changes to your ongoing deliveries.

If I pre-order a game on your site, will I receive it on the street date?

We understand how important it is to receive your game on the street date and we will do all we can to ensure your product gets to you in a timely manner. However due to customs and shipping times we cannot guarantee street date delivery. We appreciate your patience and understanding.

I pre-ordered a game and ordered some in-stock items as well in the same transaction. Why haven’t I received my items yet?

As with our domestic order policy, orders that contain in-stock items and pre-orders will not be shipped until the pre-order has released, which could be 90-days out at the most from the time your order was placed. To ensure that you get your in-stock items as soon as possible, it is recommended that you please place your order containing in-stock items separately from any pre-orders.

Returns/Exchanges

How do I return an item?

If you are truly unhappy with your item or if you are returning with the intent for an exchange, please contact our customer support for assistance.
For all DIGITAL PRODUCTS:
DIGITAL PRODUCTS are final sale items and are not eligible for a return, exchange, and/or refund. If you are having problems redeeming your STEAM Key, please contact STEAM customer support HERE.

What is your return/exchange policy?

You may return new, unopened and undamaged items within 30 days of delivery for a full refund. If the item is defective, it can be returned within 30 days of delivery and the original packaging. Defective items may be exchanged for the same item if in stock. Please contact our customer support for instructions on how to return or exchange a product.

Digital Products

I bought a Steam Key – How will this be delivered to me?

Your product will be delivered to you via email after the payment has cleared. To download your product, you will receive instructions with your confirmation email. Please follow this information closely to successfully download your product. Please note that you may also access the download page to your purchase from your Account.

International Orders and Fulfillment

Which countries do you ship to?

The BANDAI NAMCO Entertainment Store is proud to offer International shipping to our customers and fans in Canada and Latin America! Please see below for a detailed list of locations we ship to.

United States, Canada, American Samoa, Argentina, Aruba, Bahamas, Barbados, Belize, Bermuda, Bolivia, Brazil, Cayman Islands, Chile , Colombia, Costa Rica, Dominican Republic, Ecuador, El Salvador, Falkland Islands (Malvinas), Guam, Guatemala, Haiti, Honduras, Jamaica, Mexico, Panama, Paraguay, Peru, Puerto Rico, Saint Kitts and Nevis, Saint Lucia, Saint Martin, Saint Pierre and Miquelon, Saint Vincent and the Grenadines, Turks and Caicos Islands, Venezuela, Virgin Islands.

Can I order digital items even though I live outside of the US/Canada/Latin America since the code will only be emailed to me?

Unfortunately, no – we are unable to sell to territories outside of the US/Canada/Latin America.

Who is responsible for customs duties, taxes, and fee?

Per our terms of service, you may be subject to import duties and taxes, which are levied once the package reaches the specified destination. Any additional charges for customs clearance must be borne by you; we have no control over these charges. Customs policies vary widely from country to country, so you should contact your local customs office for further information. Additionally, please note that, you are considered the importer of record and must comply with all laws and regulations of the country in which you are receiving the products. Your privacy is important to us and we would like our international customers to be aware that cross-border deliveries are subject to opening and inspection by customs authorities.

What is the policy for International returns?

We do not cover shipment and customs expenses for international returns. The Customer will be responsible for all shipment and customs expenses and procedures. For all returns from outside the United States, please contact our customer support.

Gameplay (DLC, Servers, etc.) and Warranty Issues

Help! I'm having gameplay issues for a game.

If you are having gameplay issues, please check the knowledge Base to see if your issue has been resolved and answered.

I still have gameplay questions -- who do I contact?

For gameplay assistance, feedback/suggestions, or if you were unable to locate the answer to your question on our knowledge base please send an email to our support mailbox: support@bandainamcoent.com.

Who should I contact for questions about my warranty?

For warranty replacements (United States only), please call (408)-235-2222. The phone line is open Monday thru Friday (except major/company holidays), 9:00am - 1:00pm, 2:00pm - 5:00pm PST.

Other Questions/Concerns

Is this store affiliated with BANDAI NAMCO Entertainment America, Inc.?

This is the official online store for BANDAI NAMCO Entertainment America, Inc.

I've seen the BANDAI NAMCO Entertainment America Booth at some conventions. Is this online store the same one as the one on-site?

Yes, it is! We frequent 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?

It varies, however we will make an announcement prior to the show to let all of our online customers know… and maybe give a sneak peek of our show exclusives!

I think I’ve 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 customer support and provide as much information as you can about the situation, what you were doing, what you clicked, etc. Your help is greatly appreciated!