Can I place a reservation for a pre-order that is already closed?Unfortunately, we do not accept additional reservations once a pre-order has been closed. Instead, please place a back-order once the product becomes available as a back-order.
What are the chances of actually getting a product that is listed as a pre-order?All pre-orders and in-stock items are guaranteed unless there is a problem with production or distribution.
How long will it take for an item to go from back-order to in-stock?We can generally secure a back-order within 10-business days if it is available. Please note that back-orders cannot be cancelled if they are secured.
What are the chances of obtaining a back-order product?With our large network of manufactures and suppliers the chances are fairly high. Please allow us 10-business days to confirm the availability of the product.
Can I add another product to an order already paid for?No, once payment is confirmed nothing can be added.
Can I combine my reservations into a single package for shipment?We offer a combine reservation module whereby a member is able to combine certain reservations and/or in-stock products via "My Account". Please note that this service is still a pre-production version and that Otacute does not manually combine any reservations. Please click here to learn how to add in-stock products to a "ready-reservation".
Can I combine after issuing payment?No, always combine before issuing payment.
When will my combine reservation request be handled?All combine requests are handled by batch each business day. Your request will be processed within 24-business hours.
Can I cancel my reservation?No. Reservations cannot be cancelled by customers even though payment is not required until the product arrives in stock. Otacute places all orders based on the reservations you make and manufacturers and suppliers do not accept cancellations. This is why it is always necessary to be 100% certain of a reservation before proceeding to the final confirmation. Once made a reservation cannot be cancelled for any reason.
Can I make a single reservation for products which have different release dates?Yes, as long as the gap between the earliest and latest release date does not exceed 2-months.
Can I split my reservation?Most reservations can be split but there are some restrictions. The two main conditions are as follows. 1) Reservations must contain at least 1 ready product. 2) Two or more of exact same product cannot be split. (products with same product code/name). Please reserve same products separately if you wish to send separately. For more detailed information please click on "split reservations" after signing into your account.
Can I split my reservation after issuing payment?No, always split your reservation before issuing payment.
When do I issue payment for a pre-order or back-order?As soon as a pre-order or back-order arrives at our warehouse an automated email notification is forwarded to you. At this stage your pre-order (or back-order) changes from "waiting" to "ready" status. Payment is due only when all products in your reservation are indicated as ready. Payment is required within 7-business days of all products becoming ready.
What payment methods does Otacute accept?Otacute accepts payment via PayPal only.
Can you use shipping methods other than those listed on Otacute?No, only those listed by Otacute can be used.
How much will the shipping fee cost for my product?Shipping fee estimates and comparisons can be obtained by adding the product to the shopping cart and clicking on "Estimate Shipping". Please note that the weight of pre-orders may not be available and thus impossible to estimate with the estimate calculator. In such instances, it is possible to use Japan Post's estimate service by estimating the weight yourself and calculating via the following link. (Please select "parcel" for section #1.)
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 declare any packages as gifts.
Can I have my order sent to an address different to the one I have registered?Yes, it is possible to designate the shipping address when arriving at "Step 1" of the checkout process.
Are Japanese L size t-shirts the same as international L sizes?Not generally speaking. As with any piece of clothing anywhere, the actual size will change from brand to brand. As a rule of thumb, however, a Japanese "Large" will be closer to an international "Medium", and a Japanese "Medium" closer to an international "Small", and so forth. Unless the actual size is given in centimeters or inches it is rather difficult to determine. Nevertheless, this link will act as a good referencing point.
How can I update my account information, such as my shipping address?Simply sign into your account and select "My Account". Under the heading "My Account", click on the link "View or change entries in my address book". Select "Edit" and enter the information you wish to update. Click "Update" to save new information.
Why can't I receive any e-mails from Otacute?Please check your spam filter settings. Also confirm that the registered e-mail on Otacute is the one you wish to receive e-mails at. If you are still experiencing difficulty, you may need to register another e-mail address with Otacute. Recommended domains are hotmail.com, Gmail or yahoo.com.
I received the shipping confirmation a month ago, but haven't received the package yet. What should I do?In the event that an order does not arrive at your nominated address, your first point of contact should be your local post office. If they are unable to assist, please contact Otacute with your registered tracking number. Unless a tracking number is available there is no way for Otacute to proceed with an investigation. Furthermore, we can only help open a lost or damaged items case if EMS, Registered Small Packet, SAL Economy or FedEx was chosen to ship with. Nevertheless, it is always a good idea to contact your local post office or customs office to see if they can provide any further information or assist in such instances. *Please note that it can take over two-months for an item to arrive.
If an order is sent back to us due to error on our part, we will re-ship the package for free. However, if Otacute is not at fault the return shipping fee will be the responsibility of the customer.