Refunds, Shipping & Service Information

Refunds, Shipping & Service Information

This page outlines OtakuPop’s policies regarding final sale items, refunds, returns, shipping, returned packages, pickup, and local delivery.
Please review this information carefully before placing your order, as all purchases are subject to the policies outlined below.

1. Final Sale Policy

Unless otherwise stated, all items sold by OtakuPop are FINAL SALE and are not eligible for return or exchange.

This includes, but is not limited to:

  • Blind box items  
  • Limited or promotional items  
  • Discounted or clearance items  
  • Figures and statues  
  • Plush toys and dolls  
  • Gashapon / capsule toys  
  • Display items, collectibles, and decorative goods  
  • All designer toys and pop culture collectible merchandise

Exceptions apply only under the specific conditions outlined below and are subject to review and approval.

2. Eligible Refunds & Returns

A. Wrong Item or Damaged Product

If you receive an incorrect item or a product that is damaged upon arrival, you must contact us within 3 days of delivery, based on the carrier’s delivery confirmation.

To request assistance, please provide all of the following:

  • Your order number

  • Clear photos showing the issue

  • A complete, continuous unboxing video (from sealed package to product)

This documentation is required to verify shipping-related or manufacturing issues.

Approved cases may, at OtakuPop’s discretion, be eligible for:

  • Replacement

  • Return

  • Refund

OtakuPop reserves the right to determine the appropriate resolution based on the nature of the issue, product availability, and verification results.

B. Missing Item or Incorrect Quantity

If your order is missing an item or the quantity received is incorrect, please notify us as soon as possible after delivery and provide:

  • Order number

  • Photos of all items received

  • Photos of the outer packaging and packing materials

We will investigate and assist once verification is completed.

3. Non-Eligible Refunds & Returns

Refunds, returns, or replacements will not be accepted under the following circumstances:

  • Requests submitted more than 3 days after delivery

  • Tracking confirms delivery, but the package was not received
    (Please contact the shipping carrier directly to file a claim.)

  • Issues caused by incorrect or incomplete shipping information provided by the customer

  • Orders shipped using customer-provided shipping labels

  • Blind box or final sale items, except in cases of verified manufacturing defects

  • Damage claims without a complete unboxing video

  • Normal wear, minor paint variations, or packaging imperfections

4. Returned Packages & Address Issues

If a package is returned to us due to reasons caused by the customer, including but not limited to:

  • Incorrect or incomplete shipping address

  • Failed delivery attempts

  • Refusal of delivery

  • Unclaimed packages

  • Carrier return due to address issues

The customer is responsible for all return and re-shipping shipping costs.

Available Options for Returned Packages

Once the returned package is received, the customer may choose one of the following options:

Option 1: Refund (Shipping Not Included)

  • Product cost will be refunded

  • Original shipping fees are non-refundable

  • For orders with free shipping, the actual outbound shipping cost will be deducted from the refund

Option 2: Re-Ship the Order

  • Re-shipping will occur after the customer pays the re-shipping fee

  • Fees are calculated based on current carrier rates

If no response is received within a reasonable timeframe, the order may be closed without further action.

5. Promo Codes & Discounts

  • Only one promo code per order

  • Promo codes are single-use per customer

  • Items marked 【Limited】 are not eligible for discounts or promotions

6. Shipping Information

Shipping Destinations

We currently ship to:

  • U.S. Mainland

  • Alaska & Hawaii

  • U.S. Territories (including outlying islands)

Shipping Rates

U.S. Mainland, Alaska & Hawaii

  • Flat rate: $7.99–$19.99

  • Free shipping on orders over $79.99 (excluding special items)

U.S. Territories

  • Flat rate: $12.99

  • Reduced rate of $9.99 on orders over $99.99 (excluding special items)

Special & Oversized Items

Oversized collectibles (over 20 inches) and non-collapsible display cases are not eligible for free shipping, regardless of order total.

Additional shipping fees may apply based on size, weight, and carrier requirements.

Address Changes

Shipping addresses cannot be changed once a tracking number has been generated.
Please ensure all shipping information is accurate before completing your order.

7. In-Store Pickup (Planned)

In-store pickup is not currently available.
Estimated launch: December 2025

Once available:

  • Orders must be picked up within 14 days

  • Unclaimed orders will be canceled and refunded within 2 business days

8. Local Delivery – Las Vegas Area (Coming Soon)

Local delivery will be available for in-stock items only and excludes oversized or special-order items.

Delivery Fees

  • $9.99 for orders under $99.99

  • Free delivery for orders $99.99 and above

Orders will be processed within 2 business days (excluding holidays).

9. Goodwill & Discretion Clause ⚠️

In certain cases, OtakuPop may, at its sole discretion, offer store credit or alternative resolutions as a goodwill gesture.
Such gestures:

  • Are not guaranteed

  • Do not constitute an admission of fault

  • Do not override the policies stated above

10. Need Assistance?

📧 info@otakupopus.com
Our team is always happy to help.

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