Shipping & Returns

SHIPPING

We will ship the order once payment of the order is confirmed. We make it possible for our customers to choose the method of delivery for their orders. Here are the shipping methods that we offer:

SAL (small packet airmail)

This method is the cheapest one but it has some weak points:
- No follow-up of the parcel (no tracking)!
- A limitation of weight: up to 2 kilos maximum
- A limitation of dimension: height + width + depth is limited up to 90 centimeters
- 2 to 3 weeks of delivery periods (to count minimum 1 month for the year end periods)
- SAL is not available for all countries

Because of these restrictions (weight and destination), if an order is not deliverable within this mode of delivery, it will not be available. If an order remains within the limits of these restrictions (weight, size, destination) but can't be packed properly to be able to be use SAL parcels, we will send it via a suitable mode WITHOUT ADDITIONAL EXPENSE to the customer! If and when the products size is displayed on the product information page and it is obvious that the total order size will not fit into the SAL restrictions as a parcel; the order then cannot be sent as a SAL parcel.
Here the table of the prices of this mode:
http://www.post.japanpost.jp/english/fee/intel/sal.html

We also would like to offer you the possibility to use Registered Mail. The fee for Registered Mail will be an additional 410JPY to the original SAL fees. This is purely an option for you. This option gives you a secure means to ship your orders; with insurance up to 6000JPY.
For more information on this subject, please check the following link :
http://www.post.japanpost.jp/int/service/option/registered_en.html

FedEx International Economy Service

Otacute is offering you an economical option for shipping your ordered items with FedEx, one of the world's leading express service providers. You will receive your ordered items fast - within a week of us receiving your order - and you can track the status of your shipments online with a tracking number. The shipping rates we are entitled to offer will provide great value. You can see our special rates here.
*FedEx services are offered to the countries and territories listed under 'country zones' on the price list.

Otacute's shipping rates for FedEx were updated on March 1st due a change in FedEx's pricing policies. While the prices have been raised, we still tried to be as competitive as possible for those customers who prefer to use FedEx with their orders. Thank you very much for your understanding.

EMS

EMS is the express shipping mode of the Japanese postal service. With this mode of shipping you will get your order fast (less than one week) and you can follow your parcel with the parcel tracking number. For more information, please have a look at the Japanese postal service web site here :
http://www.post.japanpost.jp/int/ems/index_en.html
Please have a look at the EMS pricing list.
http://www.post.japanpost.jp/int/charge/list/ems_all_en.html

For the pre-orderable products, it may happen we can't provide the product weight. In that case, we are not able to provide shipping cost estimation for the concerned product.
Our system will automatically calculate the shipping cost estimate. To be able to provide that estimate pricing, many parameters such as the products weight, boxes size, shipping methods restriction are used. To ensure you the best service quality, if your order weight exceeds 20 kilos, we will ask you to contact us to get the best shipping price we can provide. This is the reason why we won't display estimate shipping pricing for the orders that exceed 20 kilos.

RETURNS AND REFUNDS

We will accept any return of goods in their unaltered state like new with the provison of contacting us within 10 day starting from the reception of the parcel. By the statement of like new we understand that all the parts of the product are present and that the product is packed in its packing of origin, in the same position as during the unpacking process, the packing did not suffer any damage. A product having left the packing in such way that packing has sudden cuts or tearing (packing of collection cards, figures under sealed plastic, gashapon, capsules etc.) can't be returned. Please note that the expenses for returning products to Japan will be, except error of sending from us or defect of the product, your responsibility.
In all the cases, if it is necessary to return the goods, please contact us, before any actions are taken!
If it is necessary to return to us your order due to defect of the product, damage during transport or to error of sending by us, we will compensate you for the expenses of returning the products to Japan, if you follow all the steps and our instructions. All the requests for returns due to defect of the product, of sudden damage at the time of its transport must reach us at the latest 10 days after reception of the parcel. We reserve ourselves the right to refuse any complaint for defect of manufactured of product in mechanical matters (remote-controlled cars, object functioning with battery, etc) in the case of obvious abuse. If you have a doubt, questions, or a remark concerning a product you wish to order, don't hesitate to contact us!
We will make it our pleasure in answering you as soon as possible. For this reason we ask you to understand that we will not simply pay the transport costs of a return of product because the ordered product does not correspond to your waiting.