We offer several shipping methods, including EMS, registered airmail, and Fedex. Please choose your preferred option at checkout.

Delivery times vary depending on the destination and shipping method. EMS typically takes 5-10 business days, while registered airmail may take 10-20 business days. Please check our Shipping Policy page for more details.

Shipping is calculated based on the weight and destination of your package. The cost will be displayed at checkout.

You can use it to monitor your package on this page.

Yes, we can combine multiple orders into a single shipment. Please contact us before your orders are shipped to arrange this.

If you need to change your shipping address, please contact our customer support team as soon as possible. If your order has not yet been shipped, we will update the address for you. However, if the package has already been dispatched, we recommend contacting the shipping carrier directly with your tracking number to request a redirection

Please reach out to us with photos of the damaged package. We will resolve the issue promptly, including sending a replacement or providing a refund.

If your package is delayed, please check the tracking information first. For lost packages, contact us, and we will open an investigation with the carrier.

We accept PayPal and major credit cards. All transactions are securely processed through trusted payment gateways.

Payments are processed immediately upon checkout. Once processed, you will receive a confirmation email.

Your payment may have been declined due to:

1. Insufficient funds in your account.
2. Incorrect card details 
3. Your bank blocked the transaction for security reasons.
4. The card is not enabled for international payments.

Please double-check your card details or contact your bank for assistance. If the issue persists, try a different payment method or contact our support team.

Payment verification may take up to 1-2 business days. If the issue persists, contact us with your payment details.

No additional fees are charged by us, but PayPal or Credit Card company may apply currency conversion fees.

Unfortunately, payment methods cannot be changed after the order is placed. If you need assistance, contact our support team.

Prices are displayed in USD, but you can pay in your local currency. PayPal will automatically handle the currency conversion.

Absolutely. We do not store payment information. All transactions are securely processed by PayPal or Stripe.

A8: Our return policy allows you to return items under the following conditions:

• The return request must be made within 30 days of receiving your order.
• Items must be unused, in their original condition, and include all packaging and accessories.
• Returns for reasons unrelated to defects (e.g., change of mind) are accepted, but return shipping costs are the responsibility of the customer.
• Items damaged during shipping or with manufacturing defects are eligible for a full refund or replacement.

To start a return, contact our customer support team [Contact Form] . Please provide your order number and the reason for the return. We will guide you through the process.

If your item arrives damaged, please contact us at support@mochi-otaku.com within 7 days of receiving your order. Provide photos of the item and packaging. We will arrange a replacement or refund and cover the return shipping cost.

Return shipping costs depend on the reason for the return:

• If the item is defective or damaged during shipping, we will cover the return shipping cost.
• If the return is due to a change of mind, the customer is responsible for the return shipping cost.

Pre-orders can only be canceled before the release date. A 10% cancellation fee may apply. For complete details, please refer to our Cancellation Policy.

Refunds are issued to the original payment method after the returned item has been received and inspected. Processing typically takes up to 7 business days. Partial refunds may apply if the item is not in its original condition.

If you receive the wrong item, please contact us immediately at support@mochi-otaku.com with photos of the item and packaging. We will arrange a replacement or refund and cover the return shipping cost.

Our store is based in Tokyo, Japan, and all products are shipped directly from our Tokyo warehouse.

We will do our best to locate the item for you. Please contact us with details of the product you are looking for.

Restocking depends on the item. Contact us, and we will let you know if a restock is possible.

Pre-order items are upcoming releases that can be reserved before their official release date.

Add the item to your cart and check out as usual. You will be notified when the item is ready to ship.