Shipping Information

Q: How can I find out shipping costs?

A: After checkout, we will pack the order, weigh the box(es), and will request payment. If you would like a shipping quote instead, please send us an e-mail at support@southernanimesupply.com.

Q: When will my order ship?

A: After shipping is paid, your order will ship within the next 2 business days. Freight orders may take up to 3 business days to ship out. A tracking number will be included with your order.

Order Information

Q: How do I set my order to hold for additions?

A: During checkout, please select the Hold for Additions option as the shipping method.

Q: How do I release my order to prepare for shipment?

A: Please send us an e-mail to support@southernanimesupply.com or contact your sales rep. You may also check out additional items and select Invoiced Shipment to immediately start the process.

Cancellations

Q: Can I cancel items?

A: Cancellations of in-stock items are free of charge and you may request to cancel before your items are ready to be shipped out. Once shipment is prepared and invoices are pending, you may not cancel items. Pre-order items may be cancelled at a 15% restocking fee.

Damaged Items

Q: What counts as an item being damaged?

A: Small dings and bent corners are not covered. Major damage such as smashed retail boxes, ripped boxes, environmental damage, etc are covered.

Q: What happens if my shipment is damaged?

A: Please take multiple clear photos of the items and shipment box(es), create a list of items damaged, and send them to support@southernanimesupply.com or contact your sales rep within 7 days of the delivery date.

If your shipment was received via freight, please inform the freight driver. They will be able to start the claim on their end immediately before leaving and you should receive a case number via e-mail or phone.