Dear customer,
As we move towards the end of our Christmas Sale promotion period, we're understandably starting to get a lot of questions about order shipping and how things currently stand, and so we wanted to take this opportunity to give all of you an update on things.
First of all though, we want to say a huge thank you to everyone who has supported and shopped with us during our Christmas sale. It's been incredible and uplifting to see your excitement for all of the deals we've been able to muster for you this year. Again, thank you so much for your support, it means the world to us.
Where we stand
There are always some new challenges and considerations for us during this busy time of year, and this year has been no exception.
Foremost amongst our considerations is the number of high-profile titles that we've released over the course of December - we've had our
Perfect Blue Deluxe Edition,
Arcane: League of Legends Season 2 Collector's Edition (our biggest selling web shop product of all time, incidentally),
Cyberpunk: Edgerunners,
Devilman Crybaby and
BLEACH Part 9 to name a few.
As I'm sure you'll all appreciate, shipping these products to customers has been our number one priority and focus as stock of these titles has arrived, and so over the last week or so we've shipped - and continue to ship - a large number of orders daily pertaining to these products.
While we've made a lot of progress with shipping all of these titles, you can probably imagine that this has consumed a lot of our shipping capacity thus far in December. This has also been compounded with various other logistical issues outside of our direct control - stock delays due to courier hold-ups, illness contributing to stock being shipped to us late, and other administrative issues with the receipt of stock at our fulfilment warehouse (which is a specific issue that we've already taken on board to look at changing our own processes to mitigate and improve things next year).
What this means
As things currently stand, we expect to be able to shift our focus to the shipping of Christmas sale items soon, and eventually this will become our core focus right through until our fulfilment house shuts down for the festive period from
5PM on December 23rd.
However, at this time it's difficult to make any guarantees regarding shipping ETAs for any specific order, or whether it will or will not ship over Christmas - sale orders are prioritised using a complex matrix of considerations to maximise the bandwidth of our fulfilment centre and their staff, so it isn't as simple as "order
x will ship before Christmas and order
y won't", which is why we don't want to commit to any specific promises that we can't guarantee can be kept. However, it is safe to say generally speaking that we unfortunately won't be able to ensure that all orders are shipped before the Christmas postage cut-off period for domestic shipments.
Ultimately, this is why we're writing this post, as we know that transparency is important to all of you who have purchased from us during this sale period, and we understand that some of you will have placed orders as Christmas gifts for others, and that it's easier to make alternative plans with more time to consider your options. We realise that the lack of specifics isn't ideal for this, but we'd rather raise the uncertain nature of which shipments will arrive so that you can make any decisions accordingly.
The one thing that we can say with certainty is that
all orders
will ship to customers, even if shipments slip into January - if you have an order with us, it will be placed and dispatched as soon as possible, without exception. So if you're happy to wait, you'll receive all of the amazing items you've ordered at these great sale prices.
TL;DR: In short - we can't give a guaranteed shipping date or ETA for any Christmas sale orders, and some orders are now almost certain to ship in January, but we'll continue to ship orders as quickly as we are able.
If you need to change anything
Of course, if you need to contact us to make any changes to your order - whether it's a change of address to factor in potential later shipping, or to cancel an order - you can do so
as per usual via our contact form.
Please remember to include your order number on any correspondence, otherwise we won't be able to assist you - it's the one reliable way for us to find orders in our system.
This is also a good time to remind people that we have
an FAQ linked on all of our product pages - this should assist you with any basic questions you might have about our shop and service.
We'd also like to note at this point that we are unable to combine or split orders that have already been placed, nor can we add items to an order that has already been placed - we simply don't have the facility to offer this.
Our customer service e-mail will be responded to until our team takes a well-deserved break on
December 18th, at which point we'll be back to respond to any messages over the Christmas period in the New Year when we (and our fulfilment partner) re-open on the
5th January and will endeavour to respond to any messages left over that period as soon as possible.
Finally, a note that we'll endeavour to respond to all customer service requests as soon as possible until that date, but please do remember that this is a busy time so it make take a little longer to reply to your messages, but we will ensure that every request is resolved as best we can. Also, please do remember that our customer service team are humans behind that screen, so please be civil and polite to all of us so that we can help you as best we can!
Thank you all for your understanding and custom, both now and throughout the year - as always, we couldn't do any of this without all of your support. We hope you all have a great Christmas.
-- The Anime Limited Team
