FAQ

We are a small company of 12 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.

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 pre-order item(s) are released and arrives at our office, please allow up to 1-2 weeks for our team to organize all items and send them out! Please note, orders will be shipped out by the latest pre-order release date.

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 PayPal, one 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.

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 [email protected].

At the moment we are no longer accepting requests to combine orders. For further details please contact our Support Team

We can only change a shipping address if the order is still processing. 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! In the event you need a shipping address changed after the order has been shipped, we cannot change the shipping 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 ordered a "SET" and it did not include all designs, some sets do not always guarantee that you will receive all characters, designs, etc. These sets that do not include one of every design may come with duplicates.

If you have placed an order and have yet to pay via PayPal, your order MAY be canceled within a day after created! Our system goes through all ‘Pending’ orders on a daily basis to ensure that other customers have a chance to purchase products so please check out on PayPal as soon as you are redirected to their payment page.

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. 

For Japan domestic orders involving imported products from China, if the product includes dishware or utensils, that affected item will automatically be cancelled in a domestic order due to regulations in Japan involving importing food related products. We apologize for the inconvenience in this.

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 may proceed to refund your item or order. Unless otherwise specified, refunds will be issued immediately, and the customer will receive an automatic email detailing the refund and the 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 you ordered was never released and cancelled by the manufacturer. Customers will receive a full refund for the item in question.

All refunds will be processed back to the original payment method your order was placed with through PayPal and cannot be redirected to another payment method. All payments and refunds are returned to the original transaction based on the daily JPY currency rate. We will not be able to match currency rate differences from an original payment and refund as we are only restricted to refund orders based on the original value of the PayPal Transaction.

Aitai Points (AP) are rewarded such that for every 100yen spent on your order subtotal, you will receive 1 point. 1 point is equivalent to 1 yen. You can use Aitai Points after you have earned over 501 points total. To use Aitai Points, please enter the amount you would like to use at checkout.

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, shipping delivery times may vary depending on which shipping method you choose. To learn more about the general estimated shipping delivery times, please check out our shipping info here.

Please note that the delivery times are only average estimates, and there have been cases where a package is not received until 1-2 months after shipping based on the buyer's local customs/post office and thier efficiency. Should a package take longer than 1 month to arrive, please contact us here.

In the unfortunate event that your package is lost or damaged, we can only recommend contacting your local post office seeking reimbursement for the handling of your package. For any issues, please report the item/package status within 7 days of receiving the package through our contact form here. 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.

Please note, items manufactured in China (i.e. Genshin Impact, Honkai: Star Rail, Mo Dao Zu Shi, The Untamed, Heaven Official's Blessing, Final Fantasy XIV China Store) may come in damaged packaging during the transit from China to Japan. Damaged packaging does not qualify for a refund or reimbursement of fees. Only in the event the product itself is damaged can we contact the manufacturer to seek an exchange. For more information on an exchange, please refer to the "My product has a manufacturing flaw. What should I do?" section in our FAQ.

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, including any fees incurred from our couriers 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 one week. 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 recent tariff changes in the United States, your package may be subject to a customs fee upon delivery. This fee is currently estimated at around 15-20%, but please note that the exact rate may vary as these policies are still evolving. Unfortunately, we cannot guarantee the final amount charged by customs. For any further questions, please submit an inquiry through our Contact Form, and we can assist further.

Starting March 1, 2026, all packages shipping to France will incur a €2 Small Parcel Tax. It will be applied to shipments by the postal service.

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.

Due to the news in the Middle East, shipping couriers have halted shipping routes to the region: https://www.post.japanpost.jp/int/information/2026/0302_01.html. All affected packages will be held within our warehouse until clearance that the shipping routes have resumed. Please anticipate major shipping delays as we process the orders to be shipped. For any questions and concerns, please submit an inquiry through our contact form. 

All products have a status or month that the product will be released in. 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.

Please note, release dates are subject to change due to delays in production, distribution, etc.

if the item being ordered has a release date that has already passed, it is categorized as "As Order Basis" as they need to be ordered through our supplier or picked up on-site at various locations. This process may take on average between 1-4 weeks or longer to process and ship. We place the order or pick up the items at the location based on how many orders we receive for the products. If the item is sourced from China (i.e. Mo Dao Zu Shi, Genshin Impact, Heaven Official's Blessing, etc.), shipments may take between 2-12 weeks to deliver to our warehouse.

Orders placed for an item with a passed release date are an As Order Basis item from the date of purchase. These As Order Basis items may take on average between 1-12 weeks depending on the source's stock available. 

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. All release dates are subject to change based on availability through suppliers and/or manufacturers.

If you have any questions for any information for the delayed release date, please contact our Support Team at [email protected].

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 unfortunate 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. 

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 [email protected] 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! All on-site items are priced with the proxy fee included in the product price. In regards to onsite items, there may be times when the item is SOLD OUT at the event. We try our best to secure all on-site items to fulfill all orders, but there are cases when the item is unable to be properly secured. 

Oftentimes, on-site events and exhibits will then have these items available for an online general release at a later date. We then update all products to reflect the updated release date and all orders will continue to process until the items are released. If an order is placed that contains an on-site item, there are disclaimers on the product page regarding the possibility that the item will be delayed or canceled due to the demand for the item at the location.

In the event the items are not available at a general release, after the time of the on-site event, or further information arises, our Support Team will contact affected customers.

We 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 within 1 week from the day you received the item.

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. The item must be returned in its original packaging and must NOT be used. 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.

Only in the event the physical item is damaged can we file a claim for a replacement with our suppliers. Damage made to the packaging does not qualify for a replacement or refund.

If the purchased item is sourced from China, there may be flaws in the packaging (i.e. Love and Deepspace, Genshin Impact, Honkai Star Rail, Zenless Zone Zero, Heaven Official's Blessing, Mo Dao Zu Shi, etc.). Unfortunately, this may occur during the transit and handling process as the item is processed through China facilities. Upon receiving each China-sourced package, we inspect the physical item to ensure there are no defects or damage. A replacement may only be approved if there is an issue with the item itself as damage to the packaging alone does not qualify for an exchange.

We offer a wide variety of official items that are sourced from China, such as Genshin Impact, Honkai Series, Mo Dao Zu Shi, Heaven Official's Blessing, and more. All China-sourced items take on average between 4-12 weeks to deliver from our suppliers. The 4-12 week shipping period will commence at the time an item is released. Release dates oftentimes will be at the end of the month stated.

Due to strict shipping and customs screenings from China, shipments may be further delayed and the expected delivery may take longer than the average 12 weeks. In the event your order has passed this 12-week mark, please contact our Support Team to inquire about the item status here.

Some products that come as a "SET" does not always guarantee that you will receive all characters, designs, etc. These sets that do not include one of every design may come with duplicates. 

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 submit our contact form with the "Product Request" subject and include a link to the items you would like to see on our website.

“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!

Kuji games are by 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 certain cases, customers may not be able to play if country regulations do not allow for raffle prize systems. 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.