AUG 2021 | Frequent Customer Q&A List; 2021 COUPON Code Included

QUESTION
Why are there a lot of products still in the pre-order stage?
ANSWER
Due to the COVID-19 impact, the factory production efficiency was decreasingly reduced. The international shipping cycle is being stretched longer. Over the past few months, we have been receiving orders from miHoYo for Genshin peripherals including Jumpy Dumpty Mugsand Guoba Ramen Bowls. Because of the limited number of orders per batch, some of the products will be opened directly for pre-sale in the next batch and will be shipped according to the order upon arrival at the ACG Go warehouse.

QUESTION
Why are the pre-order timelines are extended longer than before?
ANSWER
Our Estimated Shipping Dates = miHoYo ProductionDate + International Freight Shipping Length. However, due to the COVID-19, the work efficiency of the ports is very low at this point. The ports lack labor for a long time, there are only a few people who would like to work so all ships are stuck at the LA’s port, that’s why all products will be delayed a very long time.
In June, we spent a whole month (30-day) waiting for LosAngeles ports to unload products and do the customs and clearance, then we received the batch of products. In August, we already have had a batch of products in LA, but it is still waiting for clearance. There is another batch of products located in China, which are ready for the next ship’s departure. (The ship cannot depart because the last ship was not unloaded and left from Los Angeles.) More batches are still on the way, please let all travelers wait for them inpatient.

QUESTION
When can my ordered items be shipped?
ANSWER
All pre-order products will be shipped one by one according to the order dates. All in-stocked products can be shipped within 7 days. If we are experiencing a lot of orders that can be shipped at the same time, we will try our best to keep working on packaging and shipping, please wait to be inpatient for some days. Thanks!

QUESTION
Why are some in-stocked items still not shipped yet?
ANSWER
Usually, we will ship within 7 days; but if there is any pre-order product that includes the same order, we will ship them all, once all items arrived in stock, which is the last shipping date in this order. To make sure travelers can receive their products as soon as possible, we HIGHLY RECOMMEND travelers put in-stocked and pre-order products in separate orders. (This shipping rule effects since August 1st, 2021.)

QUESTION
Why are pre-order products and in-stocked products shipped separately? Don’t you state that you do not ship them separately?
ANSWER
Due to the COVID-19 impact, we understand all travelers' situations, most items will have arrived very late. In order to get their favorite peripherals for travelers faster, the ACGGo operations team has decided to divide orders into reasonable shipments. After the order is shipped, travelers are requested to carefully check the delivery note sent with the package.

QUESTION
Why other customers’ orders were shipped separately, but my order has not been shipped yet?
ANSWER
We will calculate the shipping cost for each order, if the separate shipping costs are even over the product's value/profit, we will not ship the order separately. During the pandemic, in order to protect the consumer rights of travelers and receive the products as soon as possible, ACG Go has chosen to make profits and try to make the products available to every traveler without raising the selling price, and we will only reduce the profit of our own products, even without making money.

QUESTION
I am a traveler who made a purchase on Etsyoutside the United States in the real world. Why did my order not ship for a long time?
ANSWER
Please send an email to [email protected], including your the order’s situation, the country code, the phone number, and the order number together in this email. If you put an order on Etsy for a foreign address outside the U.S., we will not be able to ship out your order.
Etsy will not provide us your phone number and email address for protecting customers’ information safely, but that
information is required by the shipping carrier for the international packages. That’s why we cannot get in touch with you about the order, PLEASE CONTACT US! Thank you!

QUESTION
My products have not shipped yet, why did I receive an email to let me write a review?
ANSWER
The system will send out the review email, once the customer purchased after 14 days. Although the products are still in the pre-order stage, the system also will send this review email to you.
If you received the review email:
1.    It does not mean that is a system error.
2.    It does not mean that your package is lost.
3.    It means you made the payment successfully and we received your order already.

QUESTION
Where can I track my pre-order status?
ANSWER
You can visit the link below to track the status of your pre-order items: https://airtable.com/shrL3DqhY2TP5jXwb