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otaku.com faq - last updated: Nov. 14th 2016

How do I pay? How do I contact You?

Please use the Paypal shopping cart system. Please use email info at otaku.com to contact us.

 

How much is shipping for Otaku.com website orders?

Worldwide
(everywhere except South America / Africa)

Saver Shipping with Registered SAL 
Allow 14 to 28 days    $9 (per item)
Express Shipping with EMS 
Allow 7 to 14 days    $18 (per item)

 

for South America / Africa
Saver Shipping with Registered SAL 
Allow 21 to 28 days    $12 (per item)

Express Shipping with EMS 
Allow 10 to 18 days    $24 (per item)

Please note we may use recycled boxes for packing larger items.

Exceptions :

Canada - since October 2016 SAL is no longer available, please use EMS only to Canada.

How can I track my order?

Please locate the tracking number and tracking URL on your email invoice.

Terms, conditions and notices

Please note that listed prices are valid, but we reserve the right to change prices (due to suppliers price increases and exchange rate variations). Prices, descriptions and release dates are correct to the best of our knowledge, but we can not be held responsible for mistakes, omissions or errors that may regrettably occur. We reserve the right to change any of these terms without notice. E&OE. 

Availability and Cancellation of items

Items listed as "in stock" on the web site are currently available to order, however some items may become unavailable so we will contact you by email if this happens. You can cancel any order at any time, with the exception of Japanese DVD orders.

Privacy / Data Protection

Customer information is held on a secure double password protected off-line computer for our own use only as it helps with any future orders you may place. None of your details will ever be given to third parties nor sold to any mailing agencies.

Returns

Returns are easy, just contact us with the details. Please note : Any item(s) being damaged or faulty can be returned for a replacement. Please contact us within 3 days of receipt of items for details of returning the item(s). Returns will only be accepted if there is a genuine fault with the product, this will include damage, faulty item and item not ordered. We may refund your return postage in these cases. Any item(s) being not as described can be returned for a replacement or store credit at our discretion. Please contact us within 3 days of receipt of items for details of returning the item(s). Returns will only be accepted if there is a genuine error with the product description, this will include condition description and/or part(s) missing. We cannot refund your return postage in these cases. ALL RETURNS MUST BE SENT WITHIN 5 DAYS OF RECEIPT AND RECEIVED BY US WITHIN 21 DAYS of your notifying us of the problem. If an item arrives damaged and is clearly damaged, please refuse the item, it will be returned to us and we will send a replacement. If after signing for the item and opening the package it then appears damaged, please contact your local post office within 24 hours. Also email us. If possible take a photo of the damage including the shipping reference number/label in the photo. Please keep the original packaging. Items returned for any other reason, will be dealt with on a case by case basis and may be subject to a restocking fee, please contact us for details before returning any items(s).

Do you have a points system?

We are planning a point system for our website due later in 2016.

 

Are the photos, the actual items for sale?

Yes, most photos are the actual items for sale. Sometimes we may use a stock photo or photo of a previously sold item for certain fast selling items. Please contact us if you require confirmation of the photo type. Please bear in mind that photos may be slightly different from actual item in terms of color due to the lighting used during photography or due to the monitor's display.

Can I use your photos?

Photos are licensed for use under a Creative Commons By-NC-ND License.

http://creativecommons.org/licenses/by-nc-nd/3.0/us/

Photo credit to be given as : Otaku.com

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