Below is a list of questions that are frequently asked by customers. Before contacting us via form or email, please refer to this page first.
Frequently Asked Questions
Can I cancel my order(s)?
We do not allow for cancellations of either portions of orders or full orders. Please make your orders only after reading through the terms and conditions. We apologize for the inconvenience.
I received a damaged/faulty product, can I return or exchange it?
Please contact us within seven days of the arrival of the product. We will follow up from there on.
When will my items ship?
Your package will be shipped as soon as all the items in your order have been arranged on our end and payment has been confirmed (or the next Japanese business day). You will receive a confirmation e-mail once it has been shipped.
Pre-order items will ship around the release date listed in the product description. If you have several pre-order items in the same order, the order will ship when the last item has released. Product pages are usually taken down after the pre-order deadline listed in the description. We recommend you make a record of the release date for your own reference.
Please note that there may be delays in delivery according to geographical area, traffic and weather conditions, custom clearance procedures, and stock availability.
Why does it take a long time for items to ship?
In general, pre-order items take a while as it includes time for the manufacturer to manufacture the products.
Please check the release dates of your items. Product pages are usually taken down after the pre-order deadline listed in the description. We recommend you make a record of the release date for your own reference.
If you would like us to check the status of items in your order, please contact us.
Can I specify the date my order will arrive/be shipped?
We cannot guarantee a delivery date for your item, and we do not take requests to have your package shipped on a specific day. It will be shipped as soon as your package is ready on our end.
Do you ship within Japan?
No, we do not ship within Japan. Customers living in Japan can use our Japan online shop, Animo. Please keep in mind that we may not have every products on Animo from this site.
Do you ship to U.S. military bases?
No, please make sure to enter a home address when confirming your order.
Please note that even if you are able to place an order, we may still be forced to ultimately cancel and refund you if we encounter an issue when we attempt to ship.