Sugo Toys Omdömen 

Great product, arrived perfect time, looking forward to receiving more products in future. Great service!

I preordered the Echocalypse Leviathan 1/7 figurine from Sugo Toys in March 2025 as new/first-release stock, with an advertised arrival of May/June 2025.

The manufacturer delay pushed the actual release to August 2025. Despite the figure being widely available worldwide for over 7 months (and now sold as clearance on sites like AmiAmi), I still have not received it as of late March 2026 that’s over 12 months later.

I sent more than a dozen emails chasing updates or a refund. Responses were sporadic, often claimed “technical issues”, and arrival dates kept shifting with no real resolution. In January 2026 they even told me it was “on its way”, it wasn’t.

After a formal 7-day notice of complaint demanding a refund in March 2026, Then another final demand notice for a refund in March 2026 both requesting a refund and cancellation, they have ignored both.

This level of delay on a long-released item is unacceptable. The contract of this deal has been long broken, and I have requested a full refund, but the process has been painful and drawn out. I’ve now escalated to Consumer Affairs Victoria and they have advised me to prepare for VCAT.

Would not recommend Sugo Toys for preorders if you value timely communication and delivery of the item you want, or even a refund.

Deposité y epseré a que salga la figura, todo muy bien con el pago y el envío

Serious collector-grade service. Ordered a high-value Infinity Studio piece from Australia to the UK — packed properly (outer box protected, no corner dings), shipped quickly, and communication was on point. Invoice support also handled without fuss.

They clearly understand what matters to collectors. Wouldn’t hesitate to buy again.

Good service. Packaged extremely well no missing parts. Fast delivery.

Webisite is soo easy to navigate, transaction and checking out is very smooth too.
Quality of goods is excellent.
Customer service is also² top notch. They would help you to ensure you get your answer and satisfies with it.

Great quality products that are packed very well. My products came in large boxes (the product itself was quite large) with lots of bubble wrap, and a lot of effort was put into the shipping. Although products took a while to arrive, I asked Sugotoys about it, and they were very kind and explained the reason. Overall fantastic customer service, good prices, would purchase from here again. thannnkkk youuu sugotoys.

With them now phasing out GK there is literally no reason to buy from them even if you are a local. For PVC buy from Amiami and for GK buy from Orzgk (they even do PVC). Most Japanese stores also offer cancellation without charge if it's a pre-order.

They are slow, unresponsive, unreliable and no longer cheaper.
They mislabel the items regularly like wrong name, character or description. Ordered a GK that had the picture of the 1/4 version but the description was the 1/5, when asked they had no clue and said it "should" be the 1/4. Only got confirmation when it came to the store. Another example was a noodle stopper I ordered had two listings with two different prices but the exact same picture and description. When asked they didn't know why, turns out one box is in Japanese the other in english and of course again didn't know which was which until the item was available for pickup.

Massive delays in pre-orders and don't believe their response about it being the GK related, the delays are with normal PVC figures that most other suppliers have already out (by average they are 2 months slower in distribution).

I used to be loyal and spent a lot with them, but now once I get my orders (would cancel them if they wouldn't take the deposit) I will not be dealing with them again.

Updates on Feb 6th, Feb 7th and Feb 8th see below:

Absolutely scam vendor. They are stalling a refund process deliberately and dragging out a simple cancellation request of an order that is less than $120.

I initiated cancellation of a pre-order on Jan 30th. I have used 4 outreach methods and despite the emails being direct and courteous, a WhatsApp chat and 2 customer service rep requests, including a completed refund form, they are pretending now that I am only inquiring about HOW to cancel an order instead of already having started this process nearly a WEEK ago.

No more patience for them if they have no time for basic business functions to sell or refund.

Still no confirmation or action towards cancellation.

In the meantime I've made 2 orders on 2 other Garage Kit sites (reputable within the the figure collecting community) - those other providers have packaged and shipped my orders within 72 hours, with healthy back and forth service support about customs, shipping and product aftercare.

Don't ever purchase from SUGO.

Imagine all this delay over a pre-order figurine ; the product doesn't even exist yet and they can't even handle a digital refund.

SUGO TOYS if you would like to reply I will share every screenshot and timestamp of my experience - you will not get away with performative customer service to pretend you are trustworthy - don't type a word until the cancellation is done.

This review will be updated in response to any reply SUGO makes below to track the extent of their delay.

Take note of how they are dragging this process. Jan 30th and today is Feb 6th and counting.

UPDATE #2
On Feb 7th SUGO initiated a response process on Trustpilot to potentially dispute my 1 star review. I received a notice via Trustpilot. SUGO still has NOT gotten any closer to a resolution to my email tickets started from Jan 30th, responded to the refund form, or my WhatsApp messages. However they had time to dispute my review on this platform instead. What does that say their priorities are?

UPDATE #3
Feb 8th
After having to DM a staff who was in the comment section of a Reddit thread called "Don't trust Sugo" from months ago , a resolution for a Refund has been reached. I can't imagine what the process is like for all the other people who have recently made purchases. ALWAYS research your vendors first.

Their products, prices, and packaging are all great, but their customer service and communication really let them down.

I had a preorder item arrive in-store on 22 October and was told it would be held for 60 days (until 21 December) in case other preorder items from the same order came in. After that hold period passed and none of the other items arrived, there was zero communication about what was happening with my item or what the next step would be.

On 27 January, I emailed asking if they could ship the held item together with a separate order that was about to go out anyway. Instead, they added another 60-day hold to the item (now ending in early April) unless I pay an additional shipping fee.

At this point, the item has already been sitting with them for months, so being told it will be held even longer unless I pay more feels pretty unreasonable. It’s frustrating to have to chase this up myself and then be penalised for it.

My experience with Sugo Toys has always been great ever since my first purchase. The shipping time is quite short at 1-3 days for Australians and I'm glad for a Australian store with plentiful stuff that I enjoy and so will others. The quality is amazing too.

Delivery was accurate, got necessary updates and all of my packages came in a timely manner.

Great customer service. Price matching is awesome as is payment plans.

No issues with this company.

My experience with Sugo Toys:

1. Incorrect inventory.
Ordered and paid for product only to be told that they didn’t really have it.

2. Abstract wait times.
Am still waiting for another product ordered in march 2024. When I emailed asking for its status over a year later, I received a generic reply saying “… Please note that preorder dates are only estimates and may change without notice due to delays from the manufacturer. These estimates are based on the most up-to-date information provided by our suppliers when the preorder opens. As an Australian company, we typically receive items around 2 months after the official release.“ (this was over a year later).

Edit. Sugo Toys refuses to refund me and/or give me any information about this purchase. Buyer beware.

3. False advertising.
Paid for a deluxe figure and received the standard figure instead. When I emailed them, they apologised but they offered zero recompense. After another email, they offered a 5% refund which is nowhere near the difference in price between the standard and dx figures.

(edit to address the company’s response below: at no point was I offered a full refund on return, and the product was advertised as the dx version, I received the standard version. I paid dx price however. The only fix they offered was a 5% refund).

The store has unclear policies, and getting a refund is a nightmare, and I still haven't received it after weeks. I had to ask PayPal to resolve the issue, but it still hasn't been resolved because it's impossible to reach them. Tina from customer service sends copy-pasted messages that only wasted my time. I responded to her in 3 minutes flat, but she responded days later, repeating the same things and not resolving the refund. I wrote to all their contacts, no response. At one point, they cancelled order SG2510927140014 but didn't issue a refund. They asked me to withhold 15% for the refund, which is unheard of by European standards, but hey, they're Australian, so I said yes just to get an immediate refund, but I never received it. An inconceivable level of incompetence and perhaps even bad intentions. In the first message they had given the excuse that they were on vacation, but that now they were ready to resolve the issue immediately, they disappeared again. I was forced to contact PayPal, but what if I hadn't paid with PayPal? What would have happened in that case?

Great store but if you have to deal with customer support then don't bother I have sent in reports that I was missing parts and now I can't get a reply from them as to what is going on and honestly they're customer support deserves 0 star

Update

After many emails to customer support who very rarely replies my parts are still not here and I have asked them for my money back in which they are not replying to my emails this has been going on now for 3 months and I want either my parts or money back

24th of March 2026