CONTACT US:
Official Online Merchandise Store Customer Support
*We accept inquiries regarding merchandise orders, shipping, defective item exchanges and other questions.
Email to: shop@square-enix-usa.com
Business Hours: Monday through Friday 9:00 am to 6:00 pm PST (excluding national and company holidays)
Mailing Address: 999 N. Sepulveda Blvd., 3rd Floor, El Segundo, CA 90245
*Please take notice that we are only able to process online orders for customers located in the continental United States, Alaska, and Hawaii at this time.
PAYMENT
Payment must be made in U.S. dollars with valid U.S-issued credit cards.
Your credit card will be charged for the total amount of your order when the order is placed.
We use encryption methods to ensure that your credit card information is transmitted to us in a safe and secure manner. Please do not lend your credit card to third parties.
Beware of "phishing" scams. We will never request for your credit card number by email.
We cannot take orders by telephone or mail at this time.
DELIVERY
Please note that Square Enix does not make any guarantees on delivery times. Our customer support staff is not authorized to change this policy. Delivery to addresses within the continental United States should be completed within two weeks. Issues with credit card processing may delay delivery.
We CANNOT ship items to P.O. Boxes or PMB Boxes, or military addresses.
SHIPMENT FEES
Shipping and handling fees will vary depending on the total value, weight and quantity of the merchandise ordered. Your total shipping and handling fees will be identified prior to final Checkout.
Please note that some heavy or large items may result in extra shipping fees. The product description page for such heavy or large items may indicate extra shipping fees. These extra shipping fees will be indicated prior to final Checkout.
SALES TAX
We are required by law to charge sales tax to customers residing in certain states. The current sales tax rates are as follows:
| State | Sales Tax Rate |
| California residents | 8.25% |
| Indiana residents | 7.0% |
| Tennessee residents | 8.75% |
CANCELLATION POLICY
We are currently not able to stop the credit card processing and shipment process once the Checkout process is completed. Please consider your purchase carefully before placing your order.
REFUNDS AND EXCHANGES
We do not provide refunds for any purchases.
We will only provide exchanges in two specific circumstances:
- The item arrived damaged, defective, or disfigured.
- The wrong item was shipped.
If your item qualifies for an exchange, please contact us by email within 7 calendar days of receipt of the item, explaining the nature of the problem. Please include your order number in this email.
You may be contacted via e-mail by our customer support staff to confirm your claim.
After confirmation, we will provide you with a return shipment label. You must use this label to mail to us the defective item, including all original packaging materials, parts and accessories. If we agree that the item is defective or incorrect, we will send a replacement at our cost. If we disagree, we may return the item to you along with our explanation.
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