Frequently Asked Questions

Orders, Shipping & Tracking

Yes, we provide free worldwide shipping. Wherever you are, we will ship your order for free to you!

However, please be aware that we may have issues delivering to countries in the extreme situation (Pandemic, War etc.). You will be notified via email if cannot ship to your country and will provide a full refund.
We source our inventory from several partnered warehouses & factories located in the US, Russia, Spain & China. In order to keep our inventory affordable, fresh, and up to date with the latest styles we will have items produced and sent out from wherever inventory is most accessible and convenient to the order's destination.
For all orders that are placed, please advise that we undergo a processing/inspection period before shipping your item(s) out.

Within this period of time, we thoroughly inspect the quality of the goods to make sure everything is in proper order and of maximum quality, before we prepare to package and ship your order.

Below are the estimated times of completion for the processing/inspection period:
  • Domestic (United States): 3-5 Business Days
  • International (Everywhere Else): 4-7 Business Days
Once this period is complete, we will then ship out your order and you will receive an email with tracking information.
Looking at your letterbox? Dwelling on the door mat? We understand. Waiting for your items can leave you on sweaty, breathless, and wanting more.

Because we ship our product from our warehouses overseas, it typically takes between 1-3 weeks for the package to arrive to your destination country.

Please navigate to our Shipping & Delivery page that provides a full breakdown of how long it may take for your order to be delivered.
We've made it easier than ever to track orders after they have been placed.

Simply head over to our order tracking page and there you can enter your the requested information to find the real-time update of your shipment. We will also be updating you via email regarding the status of your order so make sure that you've added OtakuStore to your email contacts list - after all we're friends, aren't we?

If for whatever reason you cannot find the information you're looking for, please contact us at [email protected] and we can give you all the details needed about your order.
You will receive an email with all your required tracking number(s) once your order has been shipped. Handling and processing your order often takes 1-3 business days but may take up to 7 business days on a busy period.

If you have not received your tracking number within 7 business days, kindly send us an email at [email protected]. If you are unsure of your tracking number, you can use our Order Lookup.
We all make mistakes, not to worry. Drop us a message and we’ll do everything we can to stop it. Sometimes we can’t, please don’t hate us. Worst case scenario; you can return it to us for a full refund.

If you need to cancel or make any changes with your order, it is your responsibility to contact us within 1 hour from the time your order is placed.

We process all orders for shipment the very same business day and it may be impossible to cancel or make any changes once it has undergone this process.

We cannot guarantee any cancellation or changes to your order if you contact us any time beyond 1 hour you have placed your order.

It also your responsibility to ensure you enter your shipping and billing information correctly (English format). We are not responsible for any orders that do not arrive due to a mistake in the shipping address. However, we can definitely always work out a solution to have a replacement sent to the proper address at a reduced cost to preserve customer satisfaction.

Please contact us at [email protected] for any inquiries regarding order cancellations or changes.
No stress! This is normal and your remaining items are on its way. Here at OtakuStore we carry products that might ship from different warehouses and locations to fulfill your entire order. If you've ordered multiple products it is likely your items will arrive within a few days of each other.
Due to the small stated value amounts entered by our fulfillment center it is not often that our customers receive duty/extra charges upon import. With that said every country reserves the right to charge tax on any imports, which is entirely out of our control.

In the rare event a charge occurs, customers are 100% responsible for all taxes, duties or tariffs if applied by your local customs. Note that, the taxes, duties, or tariffs are not part of the shipping charges. It is not charged by us nor your post office. It is charged by your countries customs department. For an exact costs of these fees you should see your local post office or customs office. We will not be responsible for such expenses under any circumstances.
We allow up to 24 hours from the date your order is placed to cancel or make any changes to your order.

Please understand that we are not responsible for any orders that fail to deliver due to wrong address input, and will not be able to cancel any orders after 24 hours your order has been placed.

Any packages returned due to a wrong or incorrect address will be reshipped at the cost of the purchaser. So please take a glance or two and double check your address is right. Though we check all orders very carefully before shipping, we cannot be responsible for incorrect information. Please review your order carefully before submitting your order!
Yes, definitely! During the checkout process you are able to enter any shipping address and specify a different billing address.
Immediately after placing your order you should receive a SMS and email notification at the email you entered during the checkout process.

If you can not find your confirmation email in your normal inbox, it is worth checking in your spam or junk mail section. And, of course, you can always contact us to get any information you may need regarding your order.


We accept PayPal, Visa, MasterCard, American Express, JCB, Discover, and Diners Club debit and credit cards.
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Rest assured that your personal data is safe & secure with us. Our risk control system, industry-leading encryption and fraud prevention tools ensures your payment security.

OtakuStore runs on an SSL Secure payment processing system which ensures that your payments and personal information are 100% encrypted. Your payments are used as a one time basis per item purchased and is not stored in any database.

Guaranteed Safe & Secure Checkouts by:
Easy peasy! You can enter the discount code during the checkout process.

Just go to your Cart (top right corner) and proceed to Checkout. Right below the cart items will be a Discount box, just enter your coupon code then click Apply.

* We cannot apply the discount once an order is already submitted. The discount code should be placed before check out. You can still use the promo code on your next order.

** Discount codes are also only valid one time use per customer.

Returns, Refunds & Exchanges

We love what we do and we want you to love your items! That's why we have a 60 Days Unconditional Refund Guarantee for Unwanted & Unused Items.

If the product isn't used and is in it's original packaging, unworn, with no visible wear, smells or animal hair, it may be returned within 60 days after arrival for a Full Refund.

Please note we do not cover the costs for returns nor provide pre-paid shipping labels. Click here to read more about our Returns, Refunds & Exchanges Policy.
At OtakuStore, it is our absolute priority that all customers are completely satisfied when shopping with us.

If the item you received was damaged, defective, not as described or otherwise you are unhappy with the order you have received, don't panic because you are covered by our Money-Back Guarantee!

We will gladly issue a full refund or replacement within 60 days after your order has been delivered. Just reach out to our customer support team at [email protected] and we will take care of you.
Change of heart huh? We can’t exchange items but we’ll try to make it as easy as we can. You may get a refund or a voucher to buy something else.

Click here to find out more.
When you request a refund and we deem it necessary, we will usually process the refund immediately.

However, it can typically take anywhere between 3-10 business days for your bank statement to show the refund amount.

Please also note that refund times may vary depending on the investigation of your return if we request further details to prove your claim.
Our 100% Money Back & Satisfaction Guarantee is a policy designed to fully refund or replace items within 60 days of the item(s) being delivered.

This covers any instances of the following:
  • Change of mind;
  • Package/items that are never received;
  • Items that arrive in defective, damaged or faulty condition;
  • Items that become defective through normal use within 30 days of receiving it;
  • Items that are not as described in descriptions/pictures.
If you experience any of these cases, please contact us at [email protected] and we may ask for further evidence to prove your claim.

Our Money-Back Guarantee is subject to our approval and any decision to refund or replace items are final.

For further information about our return/refund policy, please read our Returns, Refunds & Exchanges Policy.