Delivery Information

Packaging

Proper packaging is our highest priority. Your order will be packaged in cardboard boxes and padded with extra materials like bubble wrap or other filling materials. Also we will place a fragile sticker on each package to make the delivery services aware of handling the package with care.

Stock Status & Pricing

The stock status and prices of items on our web site are automatically updated. In rare cases the stock status displayed on our website does not represent the available stock and items that are shown as available on our website may actuality be sold out. Customers will be contacted if this happens.

Processing Time

All orders placed with us are usually processed within 48 hours (2 business days). The processing time is independent from the shipping method. If for some reason we are not able to prepare your order for shipping within 48 hours, we will contact you via email. Please note that Hong Kong holidays do not count as business days, as most companies and services don't operate. All our orders are dispatched as soon as all items are available.

Shipping Times

Our warehouse is located in Hong Kong and all orders are dispatched from Hong Kong. The shipping times displayed on our website are average duration in business days, based on our experience. Please note that the order processing time of 48 hours is separate from the shipping time (see Processing Time for more information). In some cases, shipments can take longer, especially during high seasons like Christmas. Delays due to customs inspections, heavy postal traffic in holiday seasons, bad weather or other uncontrollable factors might happen. Also be aware that certain destination countries e.g. Israel, Brazil, Italy and so on are extremely slow in Economy shipping and can sometimes take over 8 weeks to deliver.

As the shipping is not a service of otaku-games.com but the postal services, delays during shipping do not give right to any kind of compensation, suspension or cancellation.

If a shipment is taking considerably more time than usual (over 2 weeks for Express, or 4 weeks for Standard, 10 weeks for Economy), please have your tracking number handy and get in touch with your local post office. Sometimes the tracking status doesn't get properly updated even though your shipment is already at the post office or stuck at customs inspection (see Customs for more information).

Order Tracking

As soon as your order is dispatched from our warehouse, you will get a tracking number to trace your package online.

To follow your order, please use the tracking number and link sent to you in your confirmation email and/or visible in your customer account on our website. Please be aware that tracking information varies depending on shipping method and destination country. For example e-Express and EMS Speedpost shipping includes relatively detailed order tracking. But registered airmail is usually very slow on tracking updates and doesn't offer much detail on certain destination countries like for example Israel or Brazil.

Customs, Import Taxes, Duties, and Charges

There is no import duty or tax on games or toys for customers in the US. In many other countries, customers will have to pay import tax and possibly other additional fees, like carrier handling charges. All fees surrounding the import of goods are charged by your country's government. For that reason, these fees are not eligible to any kind of compensation by otaku-games.com. Import fees are the sole responsibility of the customer.

As the customs office inspects arriving packages randomly, we are not able to predict or influence the occurrence and duration of inspections.

To avoid or reduce import fees, we can offer customs friendly declarations. Please include instructions in the comments field during checkout. Be aware that in the rare case that a shipment gets lost the declared value is the maximum which can be claimed from postal services and any change of the declared value is at your own risk.

Customs authorities may open packages for inspection and ask for additional paperwork, like proof of payment. In some cases, the customs authorities fail to notify the addressee about their shipment being held in customs for inspection. After the storage period of usually 2 weeks, the shipment will be sent back to us as "not claimed by addressee". Please see Undelivered shipments for further information.

We encourage our customers to keep an eye on the tracking progress and to get in touch with local customs authorities or postal services, in case the tracking does not update for a long time. Otherwise, the shipment might unintentionally be returned to us.

Undelivered Shipments

In case a shipment could not be delivered due to a wrong address, the package not being claimed or being refused by the addressee, it will be returned to otaku-games.com. To resend undelivered shipments, additional shipping charges will apply. Please refer to our Cancellation and Return Policy in case you are not interested in having your order resent. A package returned to us by the post office as undeliverable, unclaimed, or refused by the addressee is not an authorized return and as such, not eligible for a refund. In addition, shipping costs will not be compensated in the case of a package returned to us by the post office as undeliverable, unclaimed, or refused by the addressee.

Lost Shipments

We ask our customers to keep an eye on the shipment tracking (if available) and to get in touch with the local post authorities, if a shipment is taking considerably more time than usual (over 2 weeks for Express, or 4 weeks for Standard, 10 weeks for Economy). Should this wield no results, please contact our customer support. We will launch an investigation with the postal services to find out the whereabouts of the package. Please note that it can take several months until we receive any results of the investigation.

If a package turns out to be lost, the customer can file a claim with the Post to be reimbursed for the value as stated on the invoice (up to the insured amount). Please keep all notifications you receive from the postal services, as these might be needed to prove your case.

Damaged Shipments

If shipments suffered from damage during transit, we ask for the customer's cooperation to file a claim with the postal services: Please take pictures before opening the package and - if possible - open it with a post office representative present. If the item is broken, please file a damage report with your local post office. Uninsured items are not eligible for reimbursement. For this reason, we recommend using shipping methods with insurance.

For damaged EMS shipments, please file a damage report with your local post office. And forward a scan of the document you receive from the post to us. We will then be able to file for insurance compensation with Hong Kong Post. It is very important that you keep all packaging materials and documents of the shipment. Please make sure to not throw these away.

For damaged Registered Airmail / e-Express shipments, all insurance compensation is handled by the customer's post office. Please contact your local post office and file the necessary forms for insurance compensations with your postal agent.

Faulty / Incorrect Goods

Our goal is for you to have a perfect shopping experience. If we make a mistake with your order, please let us know so that we can make things right. Please do not return products without contacting us first by e-mail.

If items in your order are damaged on arrival or we sent you an incorrect item, we offer a refund or replacement. In this case, you must notify us within 7 days of arrival.

If for any reason a replacement is not available a full refund including original postage cost will be offered. Please allow 2-3 working days for us to process your refund.

Address Changes

The address associated with your account can be changed and updated via your account page. If you need to update the shipping address of you current order, you will need to contact our support. Please double check the entered address before placing an order. The address cannot be changed after an order has been shipped. Please get in touch with your local post office in this case.


For all other inquiries please contact us.

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