An apology and our plan to do better

As we move further into 2026, we want to start with a sincere and heartfelt thank you. Thank you for your support, your passion, and your patience throughout the past year.

We also need to start with a genuine apology. In 2025, we fell short of the standards you deserve and that we set for ourselves. We acknowledge the frustration caused by delays, communication gaps, and service hiccups.

We are truly sorry.

We heard you loud and clear on three specific issues, and we want to address each one directly.

1. Communication Breakdown on Pre-orders (especially Premium Bandai Exclusives)

We know our silence during delays was unacceptable. Waiting months for a pre-order with no updates is frustrating, and we failed you. The truth is, our team was overwhelmed, and we did not have the manpower to provide timely updates on every delayed item.

To fix this, you will now receive:

• Proactive Delay Updates: If a product timeline changes, you will receive an email within 48 hours. Even if there are no changes, you'll receive periodic status check-ins, so you're never left wondering.
  
  
• Clear Arrival Alerts: Starting in April 2026, the moment a product arrives at our warehouse, the system will trigger an automatic email to you. No more silence.

2. Inconsistent Shipping & Slow Fulfillment

We know waiting for your order felt endless, and tracking was often unreliable. Our previous partnership with SingPost was fraught with operational issues on their end, which not only led to longer fulfillment times but also left us without a more affordable shipping option for far too long. Despite our efforts to resolve this with them, we ultimately couldn't deliver the reliability or the value, you deserved.

Moving forward:

• New Courier Partner: Since last month, we've introduced a new Standard Shipping method and no longer partner with SingPost. We have partnered with a new global carrier for most regions, which means a more reliable, shipping experience, including a significantly cheaper DDP option for our USA customers. (US customers can refer to our USA shipping updates for more information regarding tariffs.)

• Smarter Fulfillment: We are implementing new packing and logistics processes to cut down fulfillment time and get your orders out the door faster once items arrive at our warehouse.
  
  
• Support Backing: If any shipping issues arise, our customer service team will own the resolution, you won't be left chasing the courier alone.

3. ZeninTCG Merch – Delays & Quality

Our own Zenin brand means a lot to us, which is why we were especially disappointed when some orders faced delays and a few quality issues slipped through. Some items didn't meet our standards, plain and simple and we know that landed on you.

Here is our accountability plan:

• Dedicated QC Team: We have deployed a dedicated quality control team at our factories to catch any issues before products ship. This will not increase prices, it's an investment we're making to get it right.
  
  
• More Accurate Timelines: We are refining our supply chain to provide realistic delivery estimates and will communicate proactively if any timeline changes arise.
  
  
• Past Issues: If you received a defective Zenin item and never received resolution, please send an email to support@zenintcg.com with your order number, and we will assist.
  
  

2025 was a year of hard lessons. 2026 will be a year of relentless improvement.

We are dedicated to earning back your confidence and providing the seamless experience you expect from Zenin.

To those of you who stuck with us through 2025, thank you for not giving up on us. We don't take that for granted.

Thank you for giving us the chance to do better.

Sincerely,

The Zenin Team