Good Smile Company Shuts Down Official Online Store After Major Security Incident

Good Smile Company has confirmed that an unauthorized third party accessed and viewed customer information held by its global online store, prompting the Japanese figure manufacturer to shut down the website while it investigates the security breach.

According to an official statement issued on October 23, the Good Smile Company Online Store’s administration system was accessed without authorization on multiple occasions between October 19 and October 22, 2026, although the precise extent of the breach has yet to be established.

Best known for its Nendoroid and figma figure lines, Good Smile operates the global online store at goodsmile.com, accepting international orders for official anime, manga and gaming merchandise, including pre-orders for its extensive range of collectible figures.

The manufacturer has identified several categories of customer information that may have been viewed during the incident, including personal details, purchase histories and limited payment card information.

These records include customers’ names, gender, registered addresses, telephone numbers and email addresses, alongside the phonetic spellings of names stored in their accounts.

Order information may also have been accessed, including purchase dates, product names, quantities, prices, delivery addresses, recipients’ contact details, selected payment methods and whether individual orders had been paid for.

The incident additionally involves limited credit card information, specifically the card brand, expiration date, and final four digits of the card number.

However, Good Smile has confirmed that full credit card numbers, security codes and the cardholder names recorded as part of payment information were not included among the potentially exposed card details.

Although Good Smile has established that customer information was accessed and viewed without authorization, its investigation has not yet determined the full extent of the breach or which individual customer records were involved.

The manufacturer has not publicly disclosed how many customers may have been affected.

Good Smile currently believes that attackers exploited a security vulnerability within its systems and has already implemented measures to address the suspected weakness, alongside additional security improvements.

The incident was also reported to Japan’s Personal Information Protection Commission on October 23, with further investigations continuing to establish precisely what happened and determine which customer accounts were involved.

Good Smile has apologized to customers and confirmed that the affected online store will remain closed during the investigation, although no estimated reopening date has been provided.

Importantly for American customers, Good Smile Company US has issued a separate statement confirming that its official American online store, goodsmileus.com, was not affected by the incident.

The US division explained that its website operates independently of the global store, using separate systems and infrastructure, meaning that account information, order histories, and payment details belonging to goodsmileus.com customers were not stored on the compromised systems.

The distinction between the two services is particularly important for American collectors, as Good Smile also accepts international orders through its Japan-operated store, having previously temporarily suspended shipments to the United States in both April and August 2025 without affecting purchases made through the separate American website.

Customers who have accounts on both websites should therefore be aware that their global store information may still be involved in the current investigation, even if their purchases through Good Smile US remain unaffected.

Good Smile US has also recommended using unique passwords for different websites and reminded customers that its support team will never request their password or full credit card number by email.

Good Smile has warned that information obtained during the unauthorized access could potentially be used for fraudulent communications, including emails, telephone calls or text messages impersonating the manufacturer, financial institutions or public authorities.

Customers are being advised to avoid responding to suspicious communications or clicking unfamiliar links, particularly if the messages request personal information, account credentials or payment details.

The Japanese manufacturer plans to contact potentially affected customers individually by email once the relevant checks have been completed, with notifications scheduled to be issued progressively as the investigation develops.

Customers with questions about their global accounts can contact Good Smile through its official customer support inquiry form, which operates independently of the affected online store.

Anyone with questions specifically concerning their separate Good Smile US account can contact its American support team directly at [email protected].