Frequently Asked
Questions
Questions
In-Stock Items
Q: I just placed an order for an in-stock item, but I changed my mind. Can I cancel it?
A: There is a very short window where we can accommodate this! If your order is still showing as "Awaiting Shipment" (รอจัดส่ง), we can cancel and refund it for you immediately.
However, once the status switches to "Preparing for Shipment" (กำลังเตรียมจัดส่ง) or "Shipped" (จัดส่งแล้ว), we cannot pull the package back or make any modifications. Please ensure everything in your cart is 100% correct before hitting that payment button!
Q: Can I combine in-stock items and pre-order items in a single checkout/bill?
A: We kindly ask that you do not combine in-stock and pre-order items in the same order.
If they are checked out together, the entire order will be placed in our Hold Section. This means none of your items will ship until EVERY single product in that order has physically arrived at our warehouse. If you don't want your shiny new in-stock kits waiting around for months, we highly recommend placing separate orders!
Q: I'm worried an item will sell out. Can the store "Hold" it for me for a week or two until I'm ready to pay?
A: We are truly sorry, but we cannot manually hold, reserve, or take verbal bookings for items outside of our website's automated inventory system. To lock down an item, the order must be processed normally through checkout.
Pre-Order Policy
Can I cancel my pre-order item or get a refund?
A: We are truly sorry, but pre-order items cannot be cancelled, and we cannot issue refunds under any circumstances. 🩷
This is because all pre-orders are specially ordered at a locked-in special price, based entirely on each customer's specific request right after check-out. Since we commit and route these orders directly to our distributors immediately, the store reserves the right to ❗️ not issue any refunds under all circumstances. Please review the product details, specifications, scale, and estimated timelines carefully before placing your order.
Q: Why does PLAMO Village charge for pre-orders immediately at checkout?
- A: Charging upfront helps us filter for genuine buyers who truly want the item. It also saves you from the hassle of unexpected second-round bills or missing a sudden "pay later" deadline when the stock finally lands in Thailand months down the road. Pay once, and you can sit back and relax!
- ประหยัดเวลาชำระเงินรอบสองตอนสินค้ามาถึง
Q: What happens if a pre-order item gets cut or allocated (Allocation) by the manufacturer?
A: In the hobby world, it is an unfortunate reality that global manufacturers sometimes run into production line issues, leading them to slash the final stock numbers sent to domestic distributors in Thailand. This is entirely outside of our store's control.
If an allocation cut happens, PLAMO Village will strictly distribute the available items based on a transparent "First Come, First Served" queue according to the order timestamps in our system.
For any customers whose orders cannot be fulfilled due to these factory shortages, we will issue a full 100% refund immediately with zero hidden fees. We believe in dealing with our community with absolute transparency.
Pricing & Exchange Rates
Q: The Japanese Yen (JPY) has dropped significantly. Why haven't PLAMO Village’s prices dropped accordingly?
A: PLAMO Village sources all products through official licensed distributors who hold exclusive import and distribution rights in Thailand. The wholesale rates provided to us by these distributors are "Fixed Rates"—meaning they are legally locked in as a standard and do not fluctuate daily based on foreign exchange markets.
This is standard practice across the retail distribution industry. Bulk nationwide importing involves massive, fixed overhead costs, including licensing fees, international ocean freight shipping, customs duties, and logistical insurance. If rates shifted daily, it would completely disrupt inventory valuation and cost structures, making operations unsustainable.
On the bright side, this fixed rate completely protects you from sudden price hikes on days when the Yen spikes. Most importantly, it guarantees that every box you buy is 100% authentic and fully backed by official manufacturer support in Thailand!
Unboxing & Replacement Policy
Q: I just received my parcel! What is the proper way to unbox and check my items safely?
A: To safeguard your purchase and ensure eligibility for official replacement claims with our domestic distributors, please strictly adhere to these "Two Golden Rules":
- Before opening the brown shipping box: Please record a continuous, unedited unboxing video starting before you open the parcel until all contents and the shipping label are clearly revealed.
- Keep the camera rolling during product inspection: Follow these specific guidelines based on the product category:
- 📦 For Plastic Model Kits (Gunpla/Plamo):
- ❌ Do NOT open, tear, or rip the transparent plastic bags sealing the runners! Grab your manual and carefully inspect all runners and individual parts through the sealed plastic bags. If you discover any missing, broken, or factory-defective parts while they are still safely sealed inside the original plastic bags, a 100% replacement claim can be processed. However, if the plastic seal is broken or opened, we lose all proof required by the licensed distributor, and the claim will be rejected immediately. Check before you rip!
- 🧸 For Pre-assembled Collectibles (Figures/Action Figures/Finished Goods): Please film the entire process of opening the main art box, checking the articulation, paintwork, and ensuring all bundled accessories are accounted for in one continuous shot.
Timelines & Tracking
Q: The product page says "Release Month: This Month," so why hasn't the store shipped my order yet?
A: Estimated Arrival (ETA) timelines represent the manufacturer's expected release window in the country of origin (e.g., Japan). In this industry, manufacturer production delays are incredibly common and completely outside our control. Additionally, international ocean freight and customs clearance add another 4-6 weeks before the bulk shipment physically reaches our warehouse in Thailand. You can always track the latest updates on our Pre-Order Calendar on the website!
Q: I received a tracking number, but the carrier status says "Not Found" or hasn't updated at all. What gives?
A: Tracking numbers are automatically generated the moment our warehouse team prints your shipping label. However, the package won't show active movement until the postal carrier (e.g., Flash, J&T, EMS) physically picks up the parcel and scans it into their sorting facility network.
Note: Carriers do not pick up packages on weekends or national holidays. If your label was printed after hours on Friday, tracking updates likely won't appear until late Monday evening at the earliest. Please allow 24-48 hours for the postal network to refresh!
