What methods of payments are accepted?
OTAKURUMA currently accepts payment via PayPal, Shop Pay, Google Pay, Meta Pay. Unfortunately, at the moment, we cannot accept any other forms of payment.
How long will it take for my order to be shipped?
All orders are processed and shipped within 1-5 business days unless the specific product description states otherwise. The customer is emailed a tracking number when the order ships. Domestic orders typically arrive within 1-5 business days after the order has shipped, excluding Sundays, federal holidays, and unanticipated shipping delays. Timelines for arrival depend on domestic location. Delivery delays are not common, but can occur and are not controlled by OTAKURUMA. Please note, some domestic orders over $100.00 may require a signature for delivery. If an attempted delivery notice is left by the shipping courier, please follow up for redelivery or pickup instructions. OTAKURUMA cannot schedule redelivery attempts.
Customers will be responsible for re-shipping fee on all returned packages due to wrong address information.
What shipping company do you use, where do you ship to, and how can I track my order?
Domestic orders are shipped via The United States Postal Service (USPS). OTAKURUMA ships to P.O. Boxes and U.S. Military bases in addition to residential and business addresses.
Please make sure the address is entered in English and correctly formatted to avoid returns. Tracking numbers are emailed when the order ships. Once items are shipped, customers may track the package via the shipping carrier indicated in the shipping notification email.
Same rules apply to INTERNATIONAL SHIPPING but limited to these countries.
All international orders are shipped with tracking information to ensure their arrival to the proper provided addresses. Please be aware that international shipments may be charged additional customs duties & taxes not included in the base shipping costs. These fees are determined by USPS and/or receiving country. OTAKURUMA has no control over the additional duties and/or fees assessed. The customer is responsible for any payments of said fees. Thank you very much & we appreciate your understanding.
Why am I paying $4 shipping for an $8 vinyl?
Our shipping materials are thick cardstock to protect the product and includes tracking information.
My address is wrong, can I change my address?
Our seller and buyer protection policies do not allow for address changes. Please double check the address before completing the order at checkout, making sure APT, UNIT, or SUITE numbers are included. If any address was entered in error, please email info@OTAKURUMA.com with the order number and cancellation request, we will cancel the order allowing customers to reorder and input the corrected information. Please note, we cannot cancel orders once they have been shipped.
I received the wrong item(s), what do I do?
If for any reason you believe that you received an item that was not what you have ordered originally, please email us with photo proof to info@OTAKURUMA.com with your order number. OTAKURUMA will need this information to validate the incorrect order. Once the claim is approved, the return label(s) for the incorrect item(s) will be sent via email within 3 business days. The customer(s) will be responsible for safely shipping the item(s) back in it’s original packaging. Packing instructions will be provided by OTAKURUMA to ensure that the package(s) are safe from any freight damages.
How can I cancel my order?
Order cancellation requests should be made as soon as possible as some orders may ship the same day. We are unable to cancel order which have been shipped and are en route to the customer.
I received my tracking number but it’s not updating, could you look into it?
Tracking numbers can take up to 48 hours before updating. If an unusual amount of time passes before showing an update, please contact us at info@OTAKURUMA.com.
My package says “Delivered”, however I have not received it. What do I do?
If you have received a “Delivered” status but believe it has not been delivered, please follow up with the courier service used for delivery listed in your email for further information. Courier services scan packages “Delivered” after the mail carrier delivers.
Do you restock items once “Sold Out”?
In most cases we do not restock “sold out” items. There may be situations where we have a limited restock of items. All release and restock information is within our newsletter/mailing list and social media. We suggest signing up for the newsletter/mailing list for all product updates.
How do sale items work?
Items purchased on sale are final sale. No exceptions, refunds, exchanges, or returns are offered on sale items.
Does OTAKURUMA offer refunds/returns?
OTAKURUMA maintains a strict no refund policy. Unless merchandise received is defective, OTAKURUMA will not accept returns or offer refunds. All refund/return claims must be made within 3 business days of delivery. Any claims outside of the 3 business day timeframe will not be honored. Please contact info@OTAKURUMA.com and provide the order number and a detailed explanation of the issue. OTAKURUMA holds the right to decline refund/return claims after review. Refund/return claims are handled on a case by case basis, please be thorough with your description and provide photo evidence if possible.
Can I make an exchange/item return?
Unfortunately, at the moment OTAKURUMA cannot offer exchanges/item returns unless the item(s) are defective. All exchange/item return claims must be made within 3 business days of delivery. Any claims outside of the 3 business day timeframe will not be honored. Please contact info@OTAKURUMA.com and provide the order number and a detailed explanation of the issue. OTAKURUMA holds the right to decline exchange/item return claims after review. Exchange//return claims are handled on a case by case basis, please be thorough with your description and provide photo evidence if possible.
Can OTAKURUMA hold items for me or accept payment plans?
OTAKURUMA will not hold items for purchase. All purchases are on a first come basis.
How do I contact someone from OTAKURUMA?
Please send all inquiries to info@OTAKURUMA.com. Please allow up to 3 business days to respond to email correspondence. Emails received on weekends and holidays will be answered the next business day. If an inquiry is regarding an existing order, please ensure to include the order number and a message to expedite the response and resolution. Please note, sending multiple emails may slow down the response time. We encourage customers to send one message per order.