Frequently Asked Questions

Please open live chat and send your order number.

For item delivery orders, please also send your Dodo Code and keep your airport gate open.

For villager orders and island visit orders, please send your order number first. Our team will prepare your order and provide the Dodo Code when it is ready.

If your order includes both items and a villager or island visit, please send your order number and Dodo Code first. We will deliver your items first. After item delivery is complete, we will send you the Dodo Code for the villager or island visit part in live chat.

Most orders are completed within 5 to 10 minutes after we receive the correct order details and access information.

Delivery may take longer during busy times, large orders, connection issues, or if we are waiting for your reply in live chat.

Please keep live chat open until your order is completed so our team can help you as quickly as possible.

After you send your order number through live chat, and your Dodo Code if it is an item delivery order, you may continue playing while you wait.

Please keep your airport gate open, keep your Dodo Code active, and watch live chat until your order is completed.

For item delivery orders, when our team is flying to your island, please avoid opening your NookPhone, inventory, storage, wardrobe, design app, or any conversation screen with villagers or visitors. These screens can interrupt the arrival and slow down delivery.

No worries. Please contact us through live chat as soon as possible.

If your Dodo Code changes, your gate closes, or your island disconnects, our team will help continue the delivery, redeliver, replace missing items, or reschedule when possible.

If we need updated information from you, we may pause the order until we receive the correct details. Our team will help you continue or reschedule when you are ready.

Yes. You can place your order now and contact us through live chat when you are ready to receive it.

Delivery does not start until you open live chat and send us your order number. For item delivery orders, please also send your Dodo Code when your airport gate is open.

Once we begin preparing or delivering your order, cancellation requests may not be available.

If you placed an order but have not received it yet, please open live chat first. Active deliveries are handled through live chat, not email, so our team can help you faster.

Please send your order number in live chat. For item delivery orders or mixed orders with items, please also send your Dodo Code.

If you already sent your details and it is taking longer than expected, message us again in the same chat and we will check your order right away. Please keep live chat open until your order is complete.

Yes. You need one open empty plot before you can invite a villager from our island.

If your island is full, one of your current villagers must move out first. A villager in boxes is not an empty plot yet. Please wait until the next day, after the 5 AM reset, when the villager moves out and the empty plot appears.

Some players call this kicking out a villager, but in Animal Crossing, your villager needs to ask to move out first.

If you need help making space, please follow our simple move out guide before starting your villager order.

Island visit orders include catalog islands, DIY islands, treasure islands, critter islands, and other ACNHMALL island access services.

After checkout, please open live chat and send us your order number. Our team will prepare your visit and provide the Dodo Code when your island visit is ready.

You will need an active Nintendo Switch Online membership and the ability to fly to another island using online play.

Before flying to our island, please make sure your pockets are empty.

Please read the product description before ordering because each island may have different rules, time expectations, and requirements.

A catalog island lets you pick up items so they can be added to your in game catalog. After cataloging, you may be able to order those items later through Nook Shopping if they are available in your game.

Before flying to our island, please make sure your pockets are completely empty.

Most players finish within 2 to 3 hours, but the time depends on how quickly you move through the island. Please make sure you have enough time to finish before starting your visit.

Catalog island visits are meant to be completed in one session. Please do not leave the island until you are completely finished. If you leave before finishing, you may not be able to enter the catalog island again unless there was a connection interruption.

Bells are delivered as gold nuggets so your order can be completed faster.

To receive the full amount of Bells you ordered, please sell them directly to Timmy or Tommy inside Nook’s Cranny.

Please do not sell them through the Drop Off Box because it only pays 80 percent of the normal value.

As stated on the live critter and critter island product pages, critters that are gifted, delivered, picked up, or received as items will not count toward your Critterpedia, personal catch progress, or related achievements.

You may still be able to donate them to Blathers or use eligible critters for cooking. If you want your Critterpedia or achievements to update, you will need to catch those creatures yourself in your own game.

Please contact us through live chat right away. Our support team will review your order and do our best to make it right through redelivery, replacement, correction, or completion.

Refunds may be considered only if we cannot complete or fix the order. For full details, please see our Refund Policy.

Please contact us through live chat right away if you need to cancel or change your order.

We may be able to help if our team has not started preparing or delivering your order yet.

Once preparation or delivery has started, cancellation requests may not be available, but our support team will still do our best to help with any order issue.

Refunds may be considered for eligible situations, such as duplicate payments, unavailable services, or cancellation requests made before order preparation or delivery has started.

Completed orders are final once the purchased service has been delivered or provided. For full details, please see our Refund Policy.

Please contact us through live chat with your order number and checkout email.

Confirmed duplicate payments or undelivered duplicate orders may be refunded to the original payment method. You may also choose store credit for the same amount to use on a future order.

Some failed checkout attempts may show as a pending charge from your bank or payment provider. This does not always mean the payment was completed.

If payment was not captured by ACNHMALL, the pending charge is usually released automatically by your bank or payment provider.

The fastest way to get help is through live chat in the bottom right corner of the website.

Please include your order number, checkout email, and a short explanation of what happened. Screenshots are helpful if you have them.

Our support team is available 24/7 and happy to help.

No. ACNHMALL is an independent service and is not affiliated with, sponsored by, or endorsed by Nintendo.

Nintendo, Animal Crossing, and Animal Crossing: New Horizons are trademarks of their respective owners.