Help/FAQ

Last Updated: 27th September 2024

1. Are your products genuine and brand new?

All items are 100% genuine and sold in brand-new condition unless otherwise specified in the product description.

While the items themselves are new and have never been pre-owned, the outer packaging (item box) may occasionally show minor signs of handling, such as light scratches, small dents, or marks from quality checks conducted by the manufacturer or supplier. Additionally, products that have been on the market for some time may show signs of aging or storage wear on the box.

Please be aware that box damage is not covered under our warranty. Furthermore, carrier insurance generally does not cover minor damage to the packaging, as the box is considered protective material and not part of the product itself.

    2. How does Pre-Order work? 

    Our Pre-Order system allows you to secure upcoming items before their official release.

    Important Notes:

    • If your order includes multiple pre-order items, it won’t be shipped until all items have been released and arrive at our warehouse.

    Here is a detailed guide on how it works:

    1. Placing a Pre-Order:
      • Browse our website for items marked as “Pre-Order.”
      • Select the item you want and complete the purchase like any other order.
      • Please refrain from mixing pre-order items with in-stock items. Such orders will be cancelled. 
    2. Payment:
      • Full payment is required at checkout. We do not offer post-payment or partial payments.
      • Please avoid mixing Pre-Order and In-Stock items in one order. Mixed orders will be canceled.
    3. Order Confirmation:
      • After placing your pre-order, you’ll receive a confirmation email with your order details.
    4. Estimated Release Date:
      • Each pre-order item shows an estimated release date from the manufacturer. These dates may change based on the manufacturer's schedule.
    5. Shipping:
      • Once the item is released and ready for shipping, we’ll process your order and send you a shipping confirmation with tracking information.
    6. Price Fluctuations:
      • Pre-order prices are based on market rates at the time of purchase. If the price drops after you order, we can’t refund the difference. Similarly, if the price increases, we won’t charge you extra.
    7. Order Modifications:
      • To modify a pre-order (e.g., combining orders, adding items, or changing your address), please contact our customer service team.
    8. Availability:
      • While we do our best to fulfill all pre-orders, in rare cases an item may become unavailable. If this happens, we’ll reach out to issue a refund.
    9. Cancellation:
      • You may cancel your pre-order anytime before the item is released by contacting our customer service team (please refer to our Terms of Use for the detailed cancellation policy). Once the item is shipped, cancellations are not possible.

    3. Why is there a delay on the shipping of my items? 

    We strive to process and ship orders within approximately one week. However, occasional delays may occur due to a variety of factors:

    • Inventory Location: Some products may need to be sourced from our suppliers in Japan, which can impact processing and shipping times.
    • Supply Availability: Availability from third-party suppliers in Japan and China may also affect order fulfillment timing.

    We understand that delays can be inconvenient, and we apologize for any disruption this may cause. Please know that managing these logistics allows us to offer competitive product prices.

    In the event of significant delays due to high order volumes or unforeseen circumstances, we will update our website to keep you informed.

    If you have any concerns about your order, please don't hesitate to contact our customer service team for assistance.

    4. The item I received appears different from the product image on the website.

    We apologize if the item you received differs from the product image on our website. Here’s some additional information to help clarify:

    When we list products on our site, many are still in pre-production stages, and the images displayed are often prototypes or samples provided by the manufacturers. As a result, there can be differences between these images and the final mass-produced items. Additionally, some products undergo hand-painting or other manual processes, which may cause variations between individual items.

    Regarding Quality and Finishing:

    Please be aware that minor imperfections in painting or finishing may occur. These are common in mass production and are not considered defects. We appreciate your understanding in this regard.

    If the item you received significantly differs from the product image or description on our website, please contact our customer service team as soon as possible. Provide your order number and details about the issue for prompt assistance.

    5. Why does my brand-new product have double tape or signs of being re-taped?

    It's not unusual for brand-new products to have double tape or signs of re-taping on their packaging. This can occur for several reasons:

    • Quality Control Inspections: Manufacturers may open the packaging for final quality control checks to ensure the product meets their standards. They then reseal the packaging, which may result in double tape.

    • Packaging Corrections: During the packaging process, issues like misaligned tape or damaged seals may arise. To address these, the packaging might be opened and resealed with new tape.

    These practices are common in the industry and are intended to ensure the highest quality and authenticity of the products. Double tape or re-taped packaging does not indicate that the product is used or tampered with.