Frequently Asked Questions

General

Are your products authentic?

Yes, all our merchandise are officially licensed products. Most of which come from Japan

Why should I pre-order?

Pre-ordering products especially figurines secures your stock as these items can easily sell out rather quickly.

Why is my account waiting approval?

With all new registrations we need to “approve” your account first before you can login to your account. This is to minimise spam. This does not affect the order you may have placed.

I've accidently broken my item, can you help?

Unfortunately when you break your item we can not do much other than offer you a replacement item at a much lower cost. We will however need to see evidence of this first. You can try to fix it yourself or you can also try to contact the manufacturer for replacement parts but we can not act as “middlemen” and try to do it for you.

Can you get in other items not listed?

Yes, we can always source in other items. Just email us with details and we will try to find them for you.

I placed an order but I have no rewards points?

You will receive reward points once your order has been processed and completed. You do not receive reward points when using coupons.

Orders

Can I track my order?

Yes, we provide you with tracking numbers which you can track on Australia’s Post website.

The tracking number did not work

Once your order is processed you will receive an email with tracking info, however you will need to wait overnight once your item has been scanned by the postal company until you can track it.

My orders consists of pre-orders and in-stock items, will you ship items in stock now?

By default orders are processed once we receive all your items, however we can part ship orders but that will incur extra shipping charges. Please contact us if you want us to partial ship orders.

The release date has passed but I still have not received my item.

The item release dates we advertise are only estimates and not accurate. Sometimes items get delayed with production and we do not update on time. Sometimes our shipment gets delayed and do not receive our shipment on time. Please contact us if you need more information with regards to your order.

When can I collect my order?

We will contact you once your order is ready for collection and organise time frame.

Shipping

Accordion Panel

Pack and Track is the standard international postage service that includes tracking. It is not available to all countries. Delivery time is typically 7 – 14 business days depending on location.

Express Post is a lot faster and available to most locations. It is also the default postage service when your order reaches 2kg. Delivery time is typically 3-5 business days depending on location.

Do you ship anywhere?

We ship worldwide but there are some restrictions. Please contact us if your country does not appear on our system.

Why did I receive a bill in my mail asking to pay for fees?

These are most likely your own customs charges. Every country has their own import taxes and fees.
Please enquire with them if you have any concerns.