Refunds, Returns & Shipping Policy

Please review our policies regarding final-sale merchandise, damaged or incorrect orders, returned packages, shipping, promotions, and local pickup before placing your order.

1. Final Sale Policy

Unless specifically stated otherwise, all OtakuPop merchandise is FINAL SALE and is not eligible for return or exchange due to change of mind, preference, or buyer’s remorse.

Final-sale merchandise includes, but is not limited to:

• Blind boxes and mystery items
• Limited-edition and promotional merchandise
• Discounted and clearance merchandise
• Figures, statues, and collectibles
• Plush toys and dolls
• Gashapon / capsule toys
• Display merchandise and decorative goods
• Designer toys and pop-culture collectibles

2. Eligible Refunds, Replacements & Returns

A. Incorrect Item or Significant Damage

If you receive an incorrect item or an item that arrives with significant damage, please contact us within 5 days of the carrier-confirmed delivery date.

Please provide all of the following:

• Your order number
• Clear photos showing the issue
• Photos of the shipping box and packaging materials
• A complete, continuous unboxing video showing the sealed package being opened through the condition of the product

After verification, qualifying cases may be resolved through a replacement, return, refund, or another appropriate solution, depending on the circumstances and product availability.

B. Missing Item or Incorrect Quantity

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

• Your order number
• Photos of all merchandise received
• Photos of the shipping box and packing materials
• An unboxing video, when available or requested for verification

Our team will review the shipment records and supporting documentation before determining the appropriate resolution.

3. Non-Eligible Refunds & Returns

Refunds, returns, or replacements are generally not available in the following situations:

• Requests submitted more than 5 days after delivery
• Change of mind or purchasing the wrong item
• Incorrect or incomplete shipping information entered by the customer
• Orders shipped using a customer-provided shipping label
• Blind-box results based on character, design, color, or personal preference
• Claims for significant shipping damage without a complete unboxing video
• Minor paint variations or normal manufacturing differences
• Minor packaging dents, scratches, creases, or cosmetic box imperfections
• Normal wear or conditions that do not materially affect the product itself

4. Packages Marked Delivered

If tracking shows that a package was delivered but you cannot locate it, please check with household members, neighbors, building management, and the shipping carrier. Carrier delivery scans and GPS records may help locate the shipment.

Once a carrier confirms delivery to the address provided at checkout, OtakuPop cannot guarantee replacement or reimbursement for a package that is subsequently lost, misplaced, or stolen.

5. Returned Packages & Address Issues

If a package is returned to OtakuPop for a customer-related reason, the customer is responsible for applicable return and re-shipping costs.

Examples include:

• Incorrect or incomplete shipping address
• Failed delivery attempts
• Refused delivery
• Unclaimed packages
• Carrier returns caused by address-related issues

Option 1: Refund the Merchandise

• Eligible merchandise value will be refunded after the returned package is received and inspected.
• Original shipping fees are non-refundable.
• If the original order qualified for free shipping, the actual outbound shipping cost may be deducted from the refund.

Option 2: Re-Ship the Order

The order may be shipped again after the customer confirms the shipping address and pays the applicable re-shipping fee based on current carrier rates.

6. Address Changes & Order Shipping

Please carefully review your shipping information before placing your order.

Shipping addresses may be updated only before a shipping label or tracking number has been generated. Once tracking has been issued, we are unable to modify the shipping address.

7. Shipping Information

Processing Time

• In-stock orders are normally processed within 1–2 business days.
• Business days are Monday–Friday, excluding U.S. holidays.
• Weekend orders or shipments may not receive a carrier scan until the next business day.

U.S. Mainland

• Standard shipping: $7.99
• Free standard shipping on qualifying orders of $79.99 or more

Alaska, Hawaii & U.S. Territories

• Standard shipping: $19.99
• Reduced shipping rate of $9.99 on qualifying orders of $199.99 or more

Oversized & Special Items

Oversized merchandise, items over 24 inches, non-collapsible display cases, and certain large or heavy products are not eligible for standard free-shipping promotions. Additional shipping charges may apply based on package size, weight, destination, and carrier requirements.

8. In-Store Pickup

Local pickup is available at our Las Vegas retail store for eligible online orders.

1. Select Local Pickup at checkout when available.
2. Complete your online order.
3. Wait for your Ready for Pickup notification.
4. Visit the store to collect your order.

There is currently no time limit for pickup once your order is ready. Your order will remain available at the store until collected.

9. Promo Codes & Discounts

• Only one promo code per order may be used.
• Promo codes are single-use per customer unless otherwise stated.
• Items marked 【Limited】 are excluded from discounts and promotional offers unless specifically stated otherwise.

10. Courtesy Resolutions

In certain situations, OtakuPop may choose to provide store credit or another alternative resolution as a customer-service courtesy. Any courtesy resolution is considered on a case-by-case basis and does not modify or replace the policies above.

Need Assistance?

If you have a question about an order, return request, shipping issue, or local pickup, our customer support team is happy to help.

Typical response time: within 1 business day