Frequently Asked Questions

Orders

Can I order exclusive products that are not listed on Otacute ?

In general we do not proceed a special order (an item that is not on Otacute).

Can I still place a pre-order for a product that is already closed ?

Unfortunately once a pre-order is closed, we will not accept any additional pre-orders.

If a product status is listed as "Pre-order", how likely is it that can you get it ?

All pre-orders and orders (in-stock) are guaranteed for availability unless there is a problem with the item's production or distribution.

How long will it take for an item to go from back-order to in-stock ?

We can obtain a back-ordered item within 10 business days if it is available. If it will take us more than 10 business days to obtain the product, we will ask you whether you want to proceed with the back-order or not. In other words, no back-orders can be canceled if the item can be obtained within 10 business days.

How likely is it that you can obtain a back-order product ?

We have a large network we can utilize to search for products in Japan; so the chances are fairly high. Please give us 5 business days to find out about the product's availability.

How come pre-order products become less expensive when they are released ?

All pre-order items are subject to a surcharge. This surcharge ensures that we can reserve the product for you. (Some products are very difficult to buy without placing a pre-order).

Reservations

Why has my order been canceled ?

If we are unable to obtain a back-ordered product, we will cancel it and send you a cancellation e-mail. If your reservation consists of only the back-order, we will cancel the entire reservation. If your reservation has pre-orders in it, you will have the option to cancel your reservation.

Can I add another pre-order to an existing order or merge two orders and have them ship together in a single package ?

We do not merge any reservations into one reservation for a single package shipment. If you want to send products together in a single package, please make sure to combine all of your desired products before proceeding to checkout.

Can I cancel my reservation ?

No, orders cannot be canceled by customers even though payment is not required until we get the product in stock. This is because once we receive an order from a customer, we will place an order for the product with the manufacturers, and they do not accept cancellations. So please confirm your item(s) before proceeding to checkout. Once an order has been made, it cannot be recombined or canceled for any reason.

Can I make an order for products which have different release dates ?

Yes, as far as the gap between the earliest and latest release dates is not more than 2 months.

Payments

When do I make a payment for a pre-order ?

When a product arrives in our stock, we will send you an e-mail to notify you that it is ready. If another product in your reservation is in waiting status, you will not be asked to make a payment until the last product becomes ready to be shipped. Once all products are ready in your reservation, we will ask you to make payment within 10 days.

What payment methods do you accept ?

We can accept a PayPal and credit cards via Gate2Shop. A PayPal and Gate2Shop are easy and safe to use.

Shipping

Can you use shipping methods other than those listed on Otacute ?

No, you can only use couriers that we are offering.

How much will the shipping fee cost for my product ?

If a product has weight information, you can check the shipping fee by adding it to the shopping cart and then click the Estimate shipping button.

Can you declare a lower amount on the invoice in order to avoid customs charges ?

We are sorry, but we cannot change the amount on the invoice, and we do not mark any packages as gifts.

Can you send a package to a different address than the registered primary address ?

Yes, you can use a different mailing address than the registered mailing address when you are proceeding to a "Step 1" of Checkout.

General questions

How can I update my account information such as my shipping address ?

First login to your account and click on "My Account", and then click "View or change entries in my address book."

Why I can't receive any e-mails from Otacute ?

Please check your registered e-mail address on Otacute and your spam filter settings. If you are still having difficulty to receiving e-mails, you may need to register another e-mail address on Otacute.(preferable domains: hotmail.com, Gmail, yahoo.com).

I received the shipping confirmation a month ago, but I have not received the package yet. What should I do ?

If the package is lost during the delivery process, you should contact the local post office first. If you need help opening a case for the item being lost or damaged, we can file the case for you only if you chose EMS or SAL Registered as your shipping method. There is nothing we can do if you chose SAL unregistered. If the package is sent back to us due to an error on our part, we will re-ship the package for free. Otherwise we will ask the customer to pay the delivery fee for the second shipment.

I just received my package, and when I opened the product container, I found a defect in my product. What should I do ?

If you receive a defective or broken product, please contact us via e-mail within 10 days of package arrival. Please attach a few pictures including close-up photos as well as the invoice. (If the manufacturer has international customer service, we strongly advise you to contact them. However, only do so if you are confident that you have a defective product).