FAQs
How often will the store be updated?
We will be adding new products periodically. Lots of them! If you want to keep up with the store, products and deals, you can subscribe to our newsletter service scrolling down to the bottom of the page.
You can also send us an email to support@shopatlus.com and tell us what other product you would like to see featured in our store!
Do you ship internationally?
Yes, we do! You can read about our shipping policy in the site footer.
However, please note that we don't ship to the following countries: Hong Kong SAR, Indonesia, Japan, Malaysia, Singapore, South Korea, Taiwan, Thailand.
What are the benefits of having an account? Is it possible to place an order without an account?
Of course! You can use the guest option when checking out.
Keep in mind that, by creating an account on our site, you will be able to keep a detailed summary of all your orders and enter multiple payment methods.
How do I choose the right size?
Please find the sizing chart on the product page. We noticed that the link might not be visible in some browsers, so if you can’t see it, please hover the mouse over the space below the product price. If you still can’t find the sizing chart of the product you want, please contact us at support@shopatlus.com
How do I know I have successfully placed my order?
You will receive a confirmation email. Please check all your inboxes, including spam and for Gmail users, your Promotions inbox for your confirmation email.
If you don't find any confirmation email, please contact us.
Where can I find my order ID?
You can find your order ID in your confirmation email but also in your personal account order's summary, on your account page. Your order ID is important for you to track your order or any other request about your purchase.
How can I track my order?
You will get an email confirming your order. You will also get a tracking number once your purchase has been shipped. If you don't receive it, please contact us at support@shopatlus.com and we will provide it.
Important info for international customers: Please bear in mind that USPS First Class won’t provide any tracking updates after the package is sent abroad. If you want to receive more precise tracking updates, we suggest you pick USPS Priority Mail or UPS as the shipping service.
When will I receive my item?
The estimated delivery time for domestic orders is 4-7 business days following order processing and production.
Production times may vary depending on the product SKU and the amount of products in the order, but it can take up to 5 business days. Some products are in stock and ready to deliver.
International orders are expected to be delivered within 2 to 4 weeks after the shipping date. However, their time of arrival depends strongly on the destination country and the clearance process. We strongly suggest you keep track of your package with the tracking number provided to see when you can expect your product to arrive.
Important: We've noticed that shipments to the LatAm region and other parts of the world might take longer to arrive than expected. Every country has different laws regarding product importation and taxes for them. On top of that, countries have been greatly affected by the pandemic and have created strict protocols to face this situation. We can't guarantee your package will arrive within the original delivery date or that it won't be retained in each country's respective customs.
That being said, once the order has arrived at its destination country, it is up to local authorities and the customer to take the necessary measures to get the order.
What's the cancellation policy?
You can find our Return & Exchange Policy in the site footer.
I need to change my personal information. What can I do?
For regular orders, address changes should be requested within 24 hours of the order being placed. After this, we can't guarantee we can change your personal information for that particular order. Please contact us at support@shopatlus.com to provide your updated details.
For pre-order items, you might request an address change as long as it's before the shipping date. If you have any doubts about when your order will be shipped, send us an email.
What if my package is returned to the sender?
Some packages might be returned to us for different reasons, like an invalid address or failed delivery attempts. If you notice your package is being returned to the sender, please contact us to arrange a reshipment. Keep in mind that if the shipping address originally provided was incorrect, you will have to pay a reshipping fee.
If you receive a notification about your order being sent back, please get back to us as soon as possible, as returned products can't be stored in our facility for more than 30 days and might be discarded after that.
We don't give refunds for orders returned due to an incorrect address or failed delivery attempts, unless we can verify the courier mishandled the package.
Important info about lost packages
Shop Atlus is not responsible for any issue, loss or damage to the products once they are shipped. However, we are able to assist in filing a claim with the courier for a lost or damaged package.
We strongly suggest to keep track of your package regularly to avoid any problems.
If you placed an order within the US and your tracking number doesn't show updates for several days, please reach out to us within 30 days from the shipping date so that we can assist you with this issue.
If you're ordering from outside the US and notice your package is stuck or there are no more updates in the tracking number after 40 days of being shipped, we suggest you contact your local post office about it. If they don’t have any news, the package might be awaiting customs clearance. As mentioned before, USPS First Class won’t provide any tracking updates after the package is sent abroad. If you want to receive more precise tracking updates, we suggest you pick USPS Priority Mail or UPS as the shipping service. If you don’t receive any updates about your international order in 60 days, please contact us and we will assist in filing a claim.
Please keep in mind we don't provide any kind of assistance for orders that haven't been claimed for more than a year.
How do I redeem my coupon/discount code?
Add the products to the cart. Make sure that the products that you add are eligible for the offer. Discount codes don't work with partnership products, pre-order items or digital games.
After you added the products to the cart you may proceed to checkout. On the right side of the Information page you will see a "Gift card or discount code" box where you will be able to redeem your coupon. Once applied, you will see the discount.
If you encounter any error in the site:
If you experience an error while browsing in our store, try to clear your cache and cookies and refresh the page. If that doesn't work, we suggest temporarily disabling any browser add-ons you have running as they can interfere with the website. If you still have difficulties with the site after trying the suggestions above, please contact us at: support@shopatlus.com
How do I contact you if my questions can't be answered here?
You can send us an email at support@shopatlus.com and a customer support agent will get back to you soon. The Shop Atlus team is available from Monday to Friday 7:30 am to 3:30 pm PST.
