Dear Sir or Madam,
I pre-ordered the Genshin Impact City of Winds and Idylls OST Limited Edition Bundle  on Aug. 20th 2021 in your shop. Got a confirmation per eMail and SMS. Sadly I have not received any updates. It should have been shipped in September and nearing October now I just wanted to inquire if the order will be shipped in September still or at a later date.


I can only find predictions when it will arrive in the USA and nothing for Europe or in my case Germany.


The order number is 2134814151, Paypal transaction number can be provided aswell when necessary.


Seeing all the unboxing videos on TikTok for this bundle made me nervous that something may have happened.


I hope you can help me with my problem.


Kind regards

iMajesty replied at 2021-9-29 16:53
Hello,

you said: "Because the OST includes discs and digital contents, the United States Customs". ...

Hello iMajesty,
ACG-Go is a licensed retailer and it's totally normal that all the items are initially shipped from the producer to their warehouse and then from ACG-Go to the customers worldwide.
Since all the items arrive from China (maybe some from Japan) they must go under customs controls and I know from experience that sometimes customs controls may take more time than expected (especially in times like these with the whole pandemic situation).
In a similar way, when your items will be shipped from the US they will go under customs controls here in Europe too, since the shipping comes from an extra European country. Again it may takes just a few days or much more, you can't say it with certainty because there are too many factors to count.
So, I know that it may not be the most beautiful thing to hear, but we must be patient for a little more!
I hope I could help You even a little bit. :)

Hello @iMajesty ,

Thank you for contacting us. For the OST Limited Bundle Box, the answer is "It is normal". We do not ship out any OST Limited Bundle yet, since we do not receive it from China right now.

Because the OST includes discs and digital contents, the United States Customs and Clearance department announced they should be under review for inspection before importing. So it takes a little bit longer process, but we already ordered a flight for it in the first two weeks in October. We estimated they will be shipped in October.

Sorry for the delayed issue.

Sincerely,
ACG Go

Hello,

you said: "Because the OST includes discs and digital contents, the United States Customs".

That I read in an other answer. The thing is that I'm not from the US. Does it mean that the OST will first shipped from China to US and then from you to Germany/Europe? If so, I understand.

Thank you in advance.

Have a nice day.

iMajesty replied at 2021-9-29 16:53
Hello,

you said: "Because the OST includes discs and digital contents, the United States Customs". ...

Hello again,

That's correct. Our company and office are based in Arizona, United States. We have to import all products to the U.S. first, then we will repack the products to packages, ship the products to customers separately.

We cannot ship it from China to Europe directly, because miHoYo only sent the whole batch of products to us.

Best,

Galadyer replied at 2021-9-30 04:57
Hello iMajesty,
ACG-Go is a licensed retailer and it's totally normal that all the items are initi ...

Hi @Galadyer,

Thank you for your post. We are so glad that you can totally understand us and help us introduce the situation to other members.

We are so sorry for all the delay situation but we cannot do anything when we are waiting for them. In the future, we. will keep hosting different community events here to give more rewards to our members. We want to invite you to follow our social media channels, also check the community regularly to know about the events.

Thank you for being our valuable member!   

Sincerely,

Galadyer replied at 2021-9-30 04:57
Hello iMajesty,
ACG-Go is a licensed retailer and it's totally normal that all the items are initi ...

Hello Galadyer,

thank you for your replay.

I was under the assumption that the items would be delivered directly from the warehouse in China to the final destination without the detour into the USA. Now I understand it and i can understand the problems what comes with it. Especially in this pandemic.

But its all good. Now I know what is happening and I'm awaiting the order.

Thank you kindly.