FAQ

FAQ

🛳SHIPPING

How do you ship and what is the pricing?

Shipping is absolutely FREE regardless of the size of the order. We ship each order the fastest way possible for each item so you may receive some items before others. Very rarely there may be a small customs charge and the customer will be responsible for payment.

 

Do you offer free shipping?

Yes! We only offer free shipping to all of our customers. Some items may have rapid shipping so please check the product description for details.

 

Why did my order not arrive in one package?

We ship your orders from various international warehouses (US, Canada, Japan and Singapore). Our stock is spread out over multiple fulfillment centers in order to grant a fast receiving. This means, orders containing multiple items may be shipped separately. You may receive one item before the next. So, don't panic, if you don't receive all of your items at once…they are on the way. Therefore, the partial shipment could be applied to customers’ order.

 

Which destinations do you ship to?

We are currently only providing shipping to the United States and will be expanding options in the future.

 

SHIPPING & TRACKING

  • COVID-19 IMPACT
Hey!

    We do hope you are all well and staying safe, sound and healthy. The impact of this outbreak has hit many of you, and it hit us as well. We are aware that some issues have been occurring, as a result of the COVID-19 crisis.
    Possible COVID-19 impact on your order:


    1) Shipping times are longer and deliveries can be delayed by up to 4-8 weeks
    2) Tracking code updates take longer than usual, due to limited workforce and cargo traffic in the logistics sector. During transit times, it can take a few weeks, until the tracking code will update


    We do hope that you are understanding and if there is something you want to address or inquire about, just send us an E-Mail at info@otakubaseshop.com and we will do our best to help you as fast as possible.
     
    Thank you,
    The Otaku Base Shop Team

    • WHERE IS MY SHIPPING CONFIRMATION EMAIL?
      • In case you are missing any sort of E-Mail correspondence, such as your shipping confirmation E-Mail, please, especially as G-Mail user, always check your promotions TAB on the top right, next to your primary inbox. Most of our E-Mails are landing there.
      • Tutorial on how to whitelist our E-Mails:

     

     

    • HOW LONG WILL MY ORDER TAKE TO BE DELIVERED?
      • We ship out from multiple international warehouses. Depending on the Warehouse, demand and current stock, it usually takes 12-24 Business Days, until you'll receive your order. It depends on the location and product. Some products may require some handcrafting work in advance, that will delay the shipping by a few days.
    • WHEN WILL MY TRACKING INFORMATION APPEAR?
      • In case you've received a tracking code (read what it needs to qualify to get a code in "HOW CAN I TRACK MY ORDER?") - it will take 48-72 hours for the tracking ID to appear on the page of the carrier, for example USPS.
    • The reason for the time delay is caused by the fact, the first tracking event only shows up, once the shipment was handed over to us, i.e. - once the shipment has left the fulfillment center of your online store.
    • WHERE DO YOU SHIP FROM?
      • We have warehouses all around the globe, but most of our items are being shipped from Japan or Singapore. That means that your order is coming from overseas and it will demand a longer delivery than a domestic delivery. Some items offer rapid US shipping and will arrive in less than a week barring any shipping issues.
    • MISSING ORDER – TRACKING SAYS DELIVERED
      • Please check around your neighborhood in case another home received it by mistake. Speak with family, roommates, etc. in the event they received it on your behalf. The package may also have been left with property managers or an apartment office.
    • We will always do our best to assist you, but STORE does not hold responsibility for packages that are lost or stolen in transit. If you are still unable to locate your package, you must contact your local post office or the courier company to discuss the issue and file a claim with them.
    • As we do not have control once we hand out the package to the carrier, a refund will not be granted in case it is being suggested, that the parcel was not delivered.
    • CANCELLING ORDER AFTER SHIPPING
      • Unfortunately, we are unable to cancel your order as it has already been shipped and you should have received a confirmation email with your tracking number. If you so wish, you may return your order for a full refund, the instructions for which, you can find in the 'Refunds' section of our website.

    💳PAYMENT

    -PAYMENT METHODS-

     

    We accept payments via:

    1) Credit Card

    2) Debit Card

    3) PayPal

    4) Google Pay

     

    👮SECURITY

    IS MY PAYMENT SECURED?

    We are using the highest security standards and all your sensitive payment information - i.e. Credit Card details - that are being transmitted during the checkout process, will be encrypted. So, you don't have to worry, that any unauthorized party will get access to your payment details.

     

    REFUNDS

    -DO YOU OFFER REFUNDS?-

     

    • REFUNDS FOR RETAIL ITEMS

    We offer you a 30-day refund guarantee, given the following cases:

     

    1) You are not satisfied with your item and it derives from the product description

    2) The item has arrived damaged

    3) You have changed your mind for various reasons

     

    If the item is damaged, we request you to send us photos, to prove case number 2). Once we have evaluated the case, we will E-Mail you back and approve or disapprove the refund.

    We will provide you the return address, but costs for delivery are being taken by the customer.

    Exceptions apply for accidental orders, where we are not held being responsible and do not offer a refund.

    There are 2 clear rules, where an order is NOT ELIGIBLE for a refund:

    1) When the tracking code for the order indicates that the order has been delivered, as we would otherwise open the doors widely for fraudulent practices.

    2) When it has come clear that delivery failed, due to the customer has been providing a wrong address. We will only resend the same item again to the corrected address, but we are not being held liable for such cases and will not issue a refund.

    For more comprehensive information, please check our Refund & Return Policy: https://otakubaseshop.com/pages/refund-and-return-policy.

     

    • REFUNDS FOR ACCIDENTAL ORDERS
      • In case you have mistakenly ordered the wrong item or the wrong variant and the item has not yet been shipped out, please send us an E-Mail and make your corrections accordingly.
    • In case it has been shipped out already, we will offer you to re-order the same exact item by sending you a private link. The price will be a fraction of the actual retail price. In those cases, we are not held being responsible and do not offer a refund. But to get you the item that you actually want, we want to give you the chance to re-order your desired item but just being charged a little.
    • As we are being charged for such refunds, we will apply a refund fee that varies and depends on the refund amount that has been requested.
    • STEPS TO TAKE PRIOR FILING A DISPUTE

    Please send us an E-Mail to sales@otakubaseshop.com to express your concern, before filing a dispute / chargeback with your bank. It does cost you and us extra sweat and tears and by explaining the concern to us via E-Mail, we are trying our best to resolve the case in both parties’ best interest.

     

    ORDERS & RETURNS

    -HOW TO PLACE AN ORDER?-

    Simply visit our webpage on www.otakubaseshop.com and choose your desired products. Add them to cart and once you have them all together, click on "checkout", fill in your contact and shipping information, proceed to the payment and either pay

    1) with Credit Card

    2)with PayPal

    and that's it! 

    You will receive a confirmation E-Mail right after, that your order has been placed.

    In case you should encounter some technical issues, we are always happy to help. Just reach out via E-Mail to: sales@otakubaseshop.com.

     

    HOW CAN I MODIFY MY ORDER?

    In case you've chosen the wrong model or variant or a product accidentally got into your cart and you didn't recognize it but you'd followed through with the payment.

    Please send us an E-Mail to sales@otakubaseshop.com make your corrections.

    Corrections are only applicable as long as your item hasn't been shipped out yet.

     

    HOW CAN I RETURN MY ITEM(S)?

    According to our refund and return policy, you can make use of your 30-day money back guarantee and return the goods, if you are not satisfied with your order. Send us an E-Mail to sales@otakubaseshop.com and we are going to provide you the return address.

    Returning costs are being paid by the customer and once we received your items back in our warehouse, we will send you a full refund.

     

    🗣CORRESPONDENCE WITH US

    RESPONDING TIMES AND GENERAL CORRESPONDENCE

    • WHEN DO YOU GUYS RESPOND TO MY INQUIRY?
      • If you have sent us an E-Mail to info@otakubaseshop.com, we usually respond within 12-24 hours. The same responding times do apply, if you have reached out over our Facebook page.
    • WHY DON’T YOU RESPOND TO MY E-MAIL(S)?
      • In case you will not receive a response from us within 12-24 hours, your E-Mail might have landed in OUR or YOUR spam folder of the E-Mail inbox. Please check your spam folder first and make sure that you whitelist our E-Mail info@otakubaseshop.com.
    • It might also happen, that it does land in our spam folder or our customer support has accidentally overlooked your E-Mail and failed to respond. We apologize dearly for such mistakes but we are humans as you are and such mistakes can occur, even though at a very low frequency. So, your best bet is to just send out another E-Mail and try it once again.
    • WHICH E-MAILS WILL I RECEIVE POST PURCHASE?

    You should generally receive the following E-Mails, after you made your purchase:

     

    1) Confirmation E-Mail with all your items listed, the price, the shipping address and all essential information included

    2) A shipping confirmation E-Mail (after a few days), along with your tracking code

    3) Blog & Promotional E-Mails, that might come once or twice a week.

    If all those E-Mails are too much, scroll to the bottom of the E-Mail and click the button "Unsubscribe" and we will cease sending you further E-Mails.