Holiday Gift Guide FAQ
What payment methods are accepted?
You can pay with Paypal, credit card, Shop Pay, GPay and more. All options (including installment payment) will appear at checkout for you to choose from.
Do you ship internationally?
We ship worldwide (including APO/FPO addresses and P.O. boxes) by airmail and sea mail. Although we try as much as possible to sue airmail to accelerate the process, due to suspension and reduction of cargo flights for COVID-19 reasons, we might need to change to sea mail, which takes longer. If you want more information, contact us at email@example.com
From where do you ship?
Our usual catalogue ships from warehouses in Japan, United States (mainland) and Canada depending on your country of residence.
All Web Exclusive Custom Sets are ONLY shipped directly from Japan.
When will my order ship?
Please, allow 2-3 business days for us to process your order.
When will my order arrive?
Due to the holiday season, delivery times experience some changes compared to the rest of the year. So we STRONGLY encourage you to make your order as soon as possible to avoid problems.
The following list is a reference guide so you make your calculations, but according to individual situations this might vary:
- For United States (excluding Puerto Rico) and Canada residents: 3 to 5 days for normal catalogue. For Web Exclusive Custom Sets, from 2 to 3 weeks.
- For South America: For usual catalogue and Web Exclusive Custom Sets, 4 to 5 weeks.
- For Europe: For usual catalogue and Web Exclusive Custom Sets, 2 to 4 weeks.
- For Asia: For usual catalogue and Web Exclusive Custom Sets, 2 weeks.
- For Middle East: For usual catalogue and Web Exclusive Custom Sets, 3 weeks.
- For Oceania: For usual catalogue and Web Exclusive Custom Sets, 5 to 7 days.
- For South Africa: For usual and Web Exclusive Custom Sets, 7 to 10 days
- For other places not listed above, please contact us at firstname.lastname@example.org
How do I check my order status?
Provided you entered a correct email address at checkout, you will receive an order confirmation once we confirm payment and another shipping confirmation, once your order has shipped. Note that this shipping confirmation email includes a tracking number for all shipping and delivery updates.
My tracking number isn't showing any updates.
There is a chance that your order will be scanned once it leaves our warehouse, and then not again until it gets to your door. Also, during this time your order may show as processing longer than you are typically used to until it is scanned at a local carrier facility due to the high volume of packages. Rest assured your package is still moving within the carrier network.
If you're worried or concerned, don't hesitate to contact us at email@example.com.
What is your return, cancellation and warranty policy for the Holiday season purchases?
- Return policy: You have 14 days to make a return after the package has arrived at the delivery address. If 14 days have gone by, unfortunately we can’t offer you a refund or exchange. For any return request of if items are defective or damaged, please contact us immediately at firstname.lastname@example.org
- Cancellation policy: All sales are final, so we cannot accept cancelations before or during shipment. But if there is a problem with your order that requires some modification, let us know at email@example.com
- Warranty policy: All items have a 90 days manufacturer warranty after purchase date.
How will I receive my gift card?
Gift cards are not physical cards. They are sent via email as a code. If you don't receive your gift card via email within a couple of hours of checkout, first check your spam/junk folder. Then, feel free to contact us at firstname.lastname@example.org so we can figure out what happened
Do I have to pay any import taxes?
For orders shipped from Japan and Web Exclusive Custom Sets, please note that you are responsible for any custom or import taxes that may apply in your area.