FAQ Refunds : 

updated : 03/21/2025

Customers have 15 days after the delivery date of their package to inquire or submit a request for a refund/exchange/ or replacement. 

My order came and I no longer want it. Can I return it and get a refund?

All products are insured at no additional cost to you in any case of theft, damage, or loss of your package. For in-stock products, please send your inquiry for a refund within 15 days after your order was delivered. Returns and refunds will be determined by case to case scenarios.

In the event that a return is granted, your refund will be the item(s) total minus the carrier's return fee if any.

Shipping cost on the initial order payment are not considered in the refund because the package has already taken the trip from point A to point B regardless of whether the customer wishes to keep the item or not.

Please provide in your request:

1) Order Number

2) Reason for your return

3) Return package dimensions

4) Pictures of the package and item conditions (in the event that it is damaged).

Return request will only be considered if the item remains in the original condition and unopened.

I would like to cancel my pre-order.

Cancellations and refunds are determined by case by case scenarios. We are determined to fulfill your order once it is placed; Once an item on preorder is placed, we contact our respective supplier to place in that order for you. When we place that order, we cannot remove or cancel that item with the supplier.

In the situation you are granted a refund, it will be your transaction total minus the 15% restocking fee.

We do not accept cancellations or refunds on the difference for currency fluctuations.

I was sent the wrong item(s) in my order. What do I do?

If in any case your package contains the wrong items, please contact us immediately. Please take these following steps in order:

• Upon noticing the incorrect item(s) was sent, please keep ALL item(s) the way they arrived; figure boxes should not be opened.
• Take photos of the figures inside the shipping box,  a photo of the box showing the box size on the bottom, and another photo of your order receipt.
• Attach photos and evidence and send to support@otakuowlet.com.

My package is missing an item.

We insure all packages with shipping insurance in the case of theft or lost parcels. Please contact us immediately if your package is missing an item. We will assist you in filing a claim with the shipping carrier to open an investigation.

If the package is missing an item that is part of the order, contact us through any of the methods mentioned in the "Contact Information" page. Take the following steps when contacting us:

• Take photos of the figures inside the shipping box, a photo of the box showing the box size on the bottom, and another photo of your order receipt.
• Attach photos and evidence and send to support@otakuowlet.com.

The item(s) I purchased came damaged during transit.

Packages have insurance covered for the total cost minus tax and shipping. We ask that you inspect the product itself to make sure all pieces are intact. If a figure is severely damaged, please contact us with the same procedures mentioned and depending on the situation, a package claim can be filed with the carrier.

 My figure has arrived with paint defect(s)?

Defects can include:

• Minor scratching on base.
• Minor paint mark/blemish.

Since we are a small operation, we cannot accommodate refunds/replacements for products with minor paint defects. Prize figures are often mass produced in factories so the chances of minor blemishes can occur. For blemishes on scale figures, please contact us with photos and evidence so we can determine the situation.

INTERNATIONAL REFUND POLICY:

We fulfill orders with labels created with InsureShield insurance. In order for us to assist you with any claims for lost or damaged packages, please read the following regarding timeframes from their policy.

CLAIM REPORTING LIMITATION & CLAIM PROCESS:

Pursuant to procedures established by Channel Partner and approved by UPSCIA, you must immediately report to Channel Partner or UPSCIA, as applicable, in writing any loss or damage to a protected shipment of cargo. As a condition precedent for shipment protection under the Program, notification of claims must in all events be submitted in writing within the following timeframes:

(i) in the event of a claim for concealed loss or damage, within thirty (30) days from the date of delivery

(ii) for all other claims, within nine (9) months from the date of delivery.

(iii) International Damaged Packages: include photos that capture the damage to the insured goods, the packing materials, and the outer packaging. InsureShield needs to be able to clearly see the damaged item, and the damage that occurred to the package.

In the event of a claim for non-delivery, the time-for-claim shall run from the date that the cargo was scheduled to have been delivered or should have reasonably been delivered, whichever is first in time.

Loss verification will be required. 

Any claims request after the time frame period will be denied by InsureShield and we would no longer be able to assist you. Please reach out to us immediately when your package is suspected to be having shipping issues or if your package is damaged.

To read more about InsureShield's policies, follow this link:

 https://support.pirateship.com/en/articles/9903380-insureshield-terms-and-conditions-for-insurance

We do not accept cancellations or refunds on the difference for currency fluctuations.

APPAREL - Returns/Exchanges:

Before purchasing any of the apparel, we advise that customers double check and measure their sizing accurately before placing an order.

Unfortunately because we run a small business, we cannot accommodate for free returns or free size exchanges at the moment. We sincerely apologize for any inconvenience this may cause, however we are able to offer store credit for 50% of order total. 

If your order has any defects or issues, please contact us directly with your unique situation. Thank you for your understanding!

 

Keep in mind, as our Terms and Conditions states, we reserved the right to change our refund policy at anytime. By purchasing and agreeing, you accept our Terms and Conditions and Privacy Policy.

FAQ Shipping:

INTERNATIONAL VAT/TAXES/DUTIES: 

All international customers are required to pay any charges, duties, or VAT incurred by their customs. We are able to offer more affordable international shipping because our carrier does not support DDP ( Delivered Duty Paid ). When you place an order as an international customer, you agree that is it your responsibility to pay these charges in order to receive your item.

INTERNATIONAL SIMPLE EXPORT GENERAL RATES (USD):

• 1 lb(s) package = $14.99

• 2 lb(s) package = $18.99

• 3 lb(s) package = $25.99

• 4 lb(s) package = $34.99

How is my order packaged?

We know the worst thing to receive as collectors are banged up boxes where your figures gets tossed because of no padding or an oddly shaped bubble mailer! Rest assured, at Otaku Owlet we make sure that all figures are sent in boxes. Here are the steps we take during the packing process:

1. Collect your orders from our inventory.
2. Individually wrap all order items.
3. Find an appropriately sized box that would give the figure(s) some room for any damage during transit.
4. Fill the gaps with air-pockets, bubble wrap, and/or paper/tissue.
5. Securely tape box.
6. Place label and fragile sticker on package.

 When will my package get shipped?

Packages are shipped daily. Many orders get shipped within 3-4 days. We do not ship packages on Sundays as all posts are closed. During an influx of packages and shortage on time, some packages may take 4-7 business days to ship--in those cases, we thank you for your patience and understanding.

My package has been delayed. What's going on?

Once packages are shipped, it is out of our hands and therefore out of our control. Some possible reasons for the delay may be:

• An overflow of packages being handled by the carrier.
• Severe weather delays that the post may be facing.
• Package location that the post faces delay in can be understaffed.

It's important to double check your shipping address to avoid any additional issues of delay with the post office.

UNCLAIMED OR RETURNED TO SENDER PACKAGES:

Any unclaimed packages that have returned to us will be held for a maximum of 30 days. Packages unclaimed after 30 days will automatically be assumed as forfeited by the customer and will no longer be eligible for a refund. If your package has returned to us due to incorrect or insufficient address information, it is the customer's responsibility to pay to return fee. If you wish to have a package reshipped, it will require payment for a new label as the previous one has already made the initial trip and is therefore void.

If your package has been returned to us and you no longer wish to have it resent, you will receive a refund minus the return fee due to incorrect or insufficient address.

Otaku Owlet reserves the right to change the cancellation and refund policy at any given time without notice.