Shipping policy
Shipping Policy
Last Updated: June 8, 2026
Thank you for shopping at Otaku Store Merch! We want to be fully transparent about how your order is fulfilled and delivered. Please read this policy carefully before placing your order.
1. Order Processing
All orders are processed within 1–3 business days (Monday through Friday, excluding public holidays) after payment confirmation. Orders placed on weekends or public holidays will begin processing on the next business day.
Once your order is dispatched, you will receive a shipping confirmation email with a tracking number. You can monitor your shipment throughout the entire fulfillment process at no additional cost.
2. Delivery Time
2.1 Standard Delivery
The standard estimated delivery time for most products available in our store is 7–12 business days from the date of dispatch.
Please note that some products are imported directly from manufacturing countries, including the United States, Japan, and China. As a result, fulfillment and shipping may involve international transit. No additional fees are charged for this — the price you see at checkout is the price you pay. Your order can be tracked throughout the entire fulfillment process.
2.2 Extended Delivery — Special Circumstances
In certain special cases, delivery times may be extended to 20–40 business days. Such circumstances include, but are not limited to:
• Public holidays or peak periods in the country of origin, transit country, or destination country.
• Unfavorable weather conditions affecting shipping routes or carrier operations.
• Customs clearance delays or additional inspection requirements.
• Exceptional carrier workload during high-demand periods (e.g., holiday seasons).
We appreciate your patience in such situations and will keep you informed if we are aware of any significant delays affecting your order. If your order has not arrived within 40 business days, please contact us and we will investigate immediately.
3. Shipping Methods & Carriers
We ship worldwide using trusted international carriers and postal services, including DHL, USPS, and regional delivery partners. The carrier assigned to your shipment will depend on your delivery address and the shipping option selected at checkout.
3.1 DHL Pickup Point Delivery
If you select delivery to a DHL pickup point (parcel locker or service point) and it is not possible to send the parcel to the selected location due to external reasons beyond our control (e.g., location capacity, carrier restrictions, or service unavailability), the delivery method may be changed. In such cases, your shipment will be sent by courier directly to your home address instead.
This change does not require any action on your part and does not incur any additional fees. You will be notified if such a change is made to your delivery.
4. Shipping Destinations
We ship to most countries worldwide. If your country is not available at checkout, please contact us at support@otakustoremerch.com to inquire about alternative shipping options.
4.1 United States
We offer full shipping coverage across all 50 U.S. states, including Hawaii and Alaska, as well as U.S. territories such as Puerto Rico, Guam, and the U.S. Virgin Islands. P.O. Boxes and APO/FPO addresses are also accepted. Delivery times to territories and APO/FPO addresses may exceed standard estimates.
4.2 International
We deliver to customers across Europe, Asia, Australia, Canada, and other regions worldwide. International delivery times fall within the ranges stated in Section 2. Customers are responsible for any customs duties, taxes, or import fees imposed by their destination country (see Section 5).
5. Customs, Duties & Import Taxes
International orders may be subject to customs duties, taxes, and import fees imposed by the destination country. These charges are the sole responsibility of the customer and are not included in our product prices or shipping costs.
• We are required by law to declare the accurate value and contents of all international shipments on customs forms.
• We cannot mark international packages as 'gifts' to avoid customs fees.
• Customs processing may cause delays beyond our standard estimated delivery times.
• If a package is returned due to refusal to pay customs fees or failure to collect the parcel, return shipping costs will be deducted from any refund issued.
6. Free Shipping
We offer FREE standard shipping on all orders.
7. Order Tracking
Once your order is shipped, you will receive a shipping confirmation email with your tracking number. Tracking information may take up to 24 hours to update after dispatch. You can track your order at any time via:
• Our website: https://www.otakustoremerch.com
• The carrier's own tracking portal using the tracking number provided in your confirmation email.
8. Lost, Stolen, or Damaged Packages
8.1 Lost Packages
If your tracking information shows your package as delivered but you have not received it, please:
1. Check with household members, neighbors, and building management.
2. Check all possible delivery locations at your address.
3. Wait 2–3 additional business days, as carriers occasionally mark packages as delivered prematurely.
4. Contact the carrier directly with your tracking number to open an investigation.
5. Contact us at support@otakustoremerch.com if the issue remains unresolved.
8.2 Damaged Packages
If your order arrives damaged, please contact us within 7 days of delivery at support@otakustoremerch.com with your order number and clear photos of the damaged item(s) and packaging. We will arrange a replacement or issue a full refund.
9. Incorrect Shipping Address
Please ensure your shipping address is complete and accurate before placing your order. We are not responsible for packages delivered to an incorrect address provided by the customer. If you notice an error after placing your order, contact us immediately at support@otakustoremerch.com — we will do our best to correct it before dispatch.
10. Undeliverable Packages
If a package is returned to us as undeliverable (incorrect address, unclaimed, or refused), we will contact you by email. You may choose to have the package reshipped at your expense or receive a refund for the product cost minus any shipping fees incurred.
11. Contact Us
If you have any questions about your shipment or this Shipping Policy, please contact our customer support team:
• Email: support@otakustoremerch.com
• Website: https://www.otakustoremerch.com
Our team is available Monday through Friday, 9:00 AM – 5:00 PM EST. We aim to respond to all inquiries within 1–2 business days.