FAQ

We are a small company of 10 people based in Tokyo, Japan!

Yes, of course! We ship internationally and also domestically throughout Japan.

Our online store is open every day 24 hours a day, 7 days a week.
Office Hours: Monday through Friday 10am-6pm Japan Standard Time. 
Customer Support Hours: Monday through Friday from 10am-6pm Pacific Standard Time.

Orders FAQ

Pre-Orders are automatically processed at the time of purchase in order to reserve the item for your order. All Pre-Order items will not be shipped out until the Pre-Order item is released here in Japan, which may take several months after you have paid for your Pre-Order. Once a pre-order item is released and arrives at our office, please allow up to 1-2 weeks for our team to organize all items and send them out!

If you made a purchase with a pre-order that will be released until a later date, your order will only be shipped together once the pre-order is released. If you order two pre-order items that have different release dates, they will be shipped together based on the latest release date.

Our checkout process is powered by both Stripe and PayPal, two of the most trusted online payment solutions on the Internet. We promise all the same securities and payment fraud protection as these leading payment processors. We accept Visa, Mastercard, Discover, American Express and Diners Club. If paying with PayPal, you may also make payments using your bank account or e-check, but this may delay your order processing time.

You may have placed the order under a Guest Account. Only Registered Accounts may view their order status. If you placed your order under a Guest Account and would like to know the status, please contact our Support Team at contact@aitaikuji.com.

We can combine orders together as per the customer's request; however shipping fees will unfortunately not be refunded.

If you need your package to be shipped to a new address, please contact our Support Team as soon as possible with the updated address!

If you have a problem with an order please contact us directly using the contact page. We will be more than happy to assist you with fixing the problem in your order.

If you have placed an order and have yet to pay via PayPal or Stripe, your order MAY be canceled 5~7 days after created! Our system goes through all ‘Pending’ orders on a weekly basis to ensure that other customers have a chance to purchase products.

Unfortunately, all orders made on our website will NOT qualify for cancellation. In the event of a pre-order, because we automatically process each Pre-Order as soon as the order is placed, we cannot cancel orders. We process pre-orders at the time of purchase in order to ensure that we have reserved the correct quantity for the product. However, in the event that an item is out of stock or unobtainable, the order WILL BE qualified for a cancellation ONLY FOR the item that is out of stock as well as an adjustment to the shipping fee. Our customer service team will contact you in the event of an out of stock or unobtainable item. 

Although all orders do not generally qualify for a refund, there are a few exceptions: 

1) In the unfortunate event that your purchased item is out of stock and we are unable to acquire the item through a different source. We will have to proceed to either offer a product switch, refund, or store credit. Unless otherwise specified, refunds will be issued immediately, and the customer will receive an automatic email detailing the refund and items affected. If there is a specific problem with an item, our Support Team will notify you in regards to further information about the refund and how to proceed.

2) The item youordered was never released and cancelled by the manufacturer. Customers will receive a full refund or store credit for the item in question.

Shipping FAQ 

Once an order is placed, all sales are final.

If the item(s) in your order are ready stock, we will process your order to be shipped within 3-10 business days after the order is placed. If your order contains pre-order items, please refer to the Pre-Order section in the Orders FAQ.

Once shipped, international shipping delivery times may vary between 2 and 12 weeks. The average estimated shipping delivery times is as follows:

Standard Air Mail: Between 2 and 12 weeks (no tracking)
Registered Air Mail (e-Packet): Between 2 and 12 weeks (WITH tracking)
EMS: Between 3-7 business days (WITH tracking)

Please note that all orders will be shipped out via Airmail from Japan unless the buyer pays for tracking, which the item will then be shipped via Japan Post Registered Air Mail (ePacket) or EMS. By choosing regular shipping (Standard Air Mail), the buyer takes on full responsibility that should the item become damaged or lost in transit, the seller is not required to issue a refund or partial refund for lost or damaged items. Domestic orders may take anywhere from 2 to 10 business days to arrive depending on the efficiency of your local postal service. 

In the unfortunate event that your package is lost or damaged, we can only recommend to contact your local post office seeking a reimbursement for the handling of your package. Please note, Aitai☆Kuji reserves the right to not be held liable for packages that have been damaged during transit and orders affected will NOT qualify for a refund as it is the full responsibility of the buyer when choosing the proper shipping method.

Unfortunately, any undelivered or returned packages that we receive will not qualify for a refund, as we do not handle the transit of packages. In the event that a package is returned to our office and you would no longer wish to pay for the re-shipping fee, we can offer store credit for only the value of the items.

In the event that your package is returned to us due to an address change or error, an unclaimed package, or rejection of custom taxes and fees, the following will apply depending on the situation:.

1) In all cases of returned packages, the customer will be contacted that their package was returned to us because of either the aforementioned. The customer will be responsible for paying the re-shipping fee so we can ship out the item back to the customer. 
2) In the event that the customer does not want the item any longer, we will charge a 20% restocking fee for the item and issue you a store credit ONLY for your purchase. Please note that the initial shipping fee will NOT be returned to you.
3) If the package is returned to us due to the customer not agreeing to pay the custom taxes and fees incurred based on their country, the order will NOT be qualified for a refund as it is the customer’s responsibility to receive and pay all custom taxes and fees for their package. The package will only be shipped out when the re-shipping fee has been paid.
4) If the package is returned to us and suffers from damage during transit, the customer MUST RECEIVE the package. The customer will be responsible for paying the re-shipping fee and the order will NOT qualify for a refund.

We will notify the customer as soon as a package is returned to us, but if the customer fails to respond to our email, we will then send a follow up email after two weeks. Should the customer still fail to respond to our email in regards to the returned package, customers will automatically receive a store credit ONLY along with a 20% restocking fee deduction. 

We had previously partially shipped items because customers had waited an extended amount of time for the order and we proceeded to ship out the order partially. The remaining items in your order will be shipped out once the items have been received at our office. This only applies to orders made before October 2017, and new orders now will NOT be partially shipped unless specifically asked to do so by the customer.

In most cases, customers do not notice that the item that they have ordered is a pre-order item, and pre-order items usually have a period of at least 3 months before the item is released before it will be shipped to you. There are also manufacturing delays for shipping, and if our manufacturer and/or supplier changes any release dates for items, all customers will be notified by an automatic email stating the release date change.

Another case of orders taking a long time to ship out is due to an item not in stock due to either a manufacturer shortage or a limited edition event/cafe/store item going out of stock. If this happens, the customer will be contacted to see if they would still like to wait for the item affected or if they would like the rest of their order shipped out if it is combined with other items or receive a refund/store credit for the item that is affected.

The shipping fee that is displayed at the Order Checkout process is a shipping AND handling fee, which includes all the packaging material plus the actual shipping price of the package. The shipping price of the package is determined by the weight of the contents within the package.

While we determine the weight of items as accurately as possible, there have been instances when an item arrives in our warehouse and is much heavier than expected. In the event that this happens, customers will be notified and requested to pay a shipping fee difference as the fee usually is much higher than what was originally paid by the customer. The customer will be responsible for paying this shipping fee difference. If the customer refuses to do so, then a refund or store credit can be issued for the product as well as a 20% restocking fee.

All customs and import fees will be the customer’s liability. Aitai☆Kuji will not be accountable for any customs fee. Please note, we will also NOT be able to undervalue packages in order to avoid customs fees. Also, as aforementioned above, in the event that you reject your package due to import taxes, your package will NOT qualify for a refund as it is the customer’s responsibility to receive all packages once shipped.

Due to Japan Postal shipping rules and international shipping law, we do not ship out any products that may be hazardous during transit. We no longer sell perfume if the alcohol content is over 60% of the entire liquid volume. The shipping of external battery packs is only allowed for domestic shipping within Japan. If you have purchased any of these items in the past and have not received your item yet, please contact us in regards to your package.

Products FAQ

All products have a status or month that the product will be released in. Please note, the release month does not dictate that the product will arrive at the beginning of the month. The shipment of the product may arrive within the entire month from the 1st to the last day of the month. Please contact us only in the event that the month of the item’s release date has passed, and your order has not been shipped out yet.

Many of the items we sell on our site have the words “BLIND PACKS” or “INDIVIDUALS” in the title, which refers to the type of item that is inside a blind package. Blind packed items are NOT opened and sold as is since there are a variety of characters you can possibly get.

However, items that are originally sold as blind packs but have the word “INDIVIDUALS” in the title are OPENED ITEMS.

Please note that these types of items that come in blind pack sets but are sold individually by character are pre-opened in order to separate the characters. By purchasing a character individually, the buyer acknowledges that although these items are new and in box, they have been opened only to see the characters inside as most of these items come in blind boxes without anyway of knowing which character is which without opening the box. Please let us know if you have any questions or are unsure about purchasing items individually.

Some products need to be ordered through our supplier or picked up on-site at various locations. We place the order or pick up the items at the location based on how many orders we receive for the products.

Sometimes, Pre-Order items’ release dates are pushed back either by the manufacturer or supplier. Please note, release dates being pushed back is a common occurrence and may delay the shipment of your order. If you have any questions for any information for the delayed release date, please contact our Support Team at contact@aitaikuji.com.

Most of the time the product photos that appear on our site are accurate depictions of what the actual product will look like. However, there have been instances when the actual product looks quite different from the product photo. Unfortunately in this case, we are not able to do anything since the manufacturer did not properly take or sketch an accurate product picture. 

Product prices vary based on our suppliers. In the event that there is a price change from the supplier, customers are notified accordingly, and the new price will reflect the price change. In the event that you have purchased an item at a lower price but the item is then affected by a price change, you will be required to either pay the price difference or opt out of the order by receiving a refund or store credit. 

Product prices vary based on how we are able to obtain the item. If you have purchased an item at a higher price and the item then goes on sale or has a price adjustment that is lower than your initial purchase price, the item does NOT qualify for a price adjustment.

Unfortunately, we are not accepting price adjustments due to sales at this time. Products purchased at the price that was shown at the time of purchase is the final price and will not change.

Yes! We are always happy to take any requests from our customers to add or pick up products not listed on our site! If you have any requests, please contact our Support Team at contact@aitaikuji.com with a link of the items you would like to see on our website.

Our team is happy to attend limited events to acquire items requested. However, there are times that these onsite items may be SOLD OUT. In the event that this happens, we will try our best to acquire the items once they are released at a later time or via different sources. If any further information comes up, our Support Team will contact all orders affected..

Aitaikuji.com cannot take any responsibility for manufacturing flaws, but we can definitely work with you to contact the manufacturer and request for a replacement. If the item you have ordered shows any signs of damage that was not the result of the mishandling of the package during transit, please email us with pictures of the damage. We will then contact the manufacturer on your behalf and request for a replacement. However, most manufacturers also request that the item be sent back to them in order to receive the replacement. If this is the case, the customer will be responsible for the shipping fees from them to us as well as the re-shipping fee of the new replacement item from our warehouse back to the customer. We will NOT be responsible for any shipping fees incurred during the replacement process.

Miscellaneous FAQ

When purchasing doujinshi that has the R-18 label, the buyer automatically acknowledges that he/she is at least 18 years of age or older. Should R-18 Doujinshi be sold to a minor under any circumstances, the buyer will take full responsibility for his/her actions and will need to dispose of the doujinshi accordingly.

“Kuji” is short for “takara kuji 宝くじ,” which means “lottery.” Many of the goods we offer are only available in Japan by means of a lottery draw, so you never know what kind of item or character you can get until you open your raffle ticket.

1) You buy a kuji ticket and decide how many times you would like to enter. Each entry is 1 ticket.
2) After paying for your tickets, you will then click Confirm, which will take you to a page that shows you exactly what items you have won by a random draw of prizes that are available in the kuji set.
3) After you see what you have won, we will ship you the items once they are released or if they are ready stock, within 3-5 business days!

This kuji game is in no means to be played for money or any monetary value. Prizes are strictly for anime goods that are related to the kuji set that the customer plays. In some cases, customers might not be able to play if certain country regulations do not allow for raffle prize systems of winning. Aitai☆Kuji is not responsible or liable for any problems involving foul play and will disable the accounts of those who try to compromise the randomized drawing of prizes.

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