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Support

Support

For a specific support issue regarding an order, please e-mail us here.

Our phone number is (650) 595-4663.

Please bear in mind this site is still new. If you encounter any technical issues, please let us know right away! The more information we have, the faster we will be able to fix the issue.

Ordering & Payment Information
Return Policy
Shipping Information & Policy
Pre-ordering, Backorder & Discontinued Items
Promotions
Your Account - Reviewing Your Order and Updating Your Account Information
FAQs


Ordering & Payment Information

Japanimation.com accepts the following types of payment:

Visa
MasterCard
American Express
Discover
PayPal

We do not accept personal checks, cashier checks, money orders, or CODs. For all international credit card orders, the billing address and shipping address must be the same. No exceptions. Japanimation.com at this time will not process and ship orders going to freight forwarding services.

For international orders (except Canada), we highly recommend using PayPal with a confirmed shipping address (if applicable) as your payment method to avoid additional processing time.

Guest check out is available. However, registering will allow you to checkout faster when ordering from us again. We do not give out customer information, so it is safe to register if you wish.

We do not take orders through e-mail or FAX. If you are having issue ordering from our website, please contact us and we will be happy to assist you.

You may cancel your order up to 24 hours after the order is placed. Please e-mail us here or call us and provide your order number. Orders made with PayPal will be refunded back through PayPal within 24 hours.

All orders originating from California will be charged a 9.25% sales tax. For international customers, shipments may be subject to import or VAT taxes assessed by your country's government taxing regulations and are the responsibilities of the customer.

We will not honor any orders made if the price is set erroneously below the true value of the item. We reserve the right to close any orders deemed to be fraudulent. Make sure all your information is up to date and accurate. Inaccurate information will lead to longer processing time and may result in your order being canceled.


Return Policy

You may return a damaged or defective product within 7 days of receiving your order for a full refund or a replacement of the damaged/defective product. Please contact us via phone or e-mail to obtain a Return Merchandise Authorization number. Please explain in detail how the item is defective or damaged.

We will not process any returns without first contacting us and receiving a RMA number. Items sent to us without an RMA number will be sent back to you at your expense. We will not accept any returns for cosmetic damages to item packaging or other superficial damages.

General return is reviewed at a case by case basis. The items must be brand new and never opened. If an item is accepted for return and upon inspection it is revealed to be opened and/or used, you will not be refunded and the item will be sent back to you at your expense. Shipping and handling charges are non-refundable for general returns.

We accept size exchange for apparels. You are responsible for all shipping and handling charges. Please choose your apparel sizes carefully.


Shipping Information & Policy

All in-stock items are usually shipped within 2-3 business days from the receipt of your order and payment. A high volume order may take longer to process.

Our shipping options include the United States Postal Service and UPS. Please note that UPS do not ship to PO Box or APO/FPO addresses and will not be available as a shipping option. For all orders $200 or above, we recommend using UPS as your shipping option.

When ordering, please provide us with a correct and complete address, and include any apartment or suite number if applicable. If an incorrect address was provided, you will be charged for an additional correction fee imposed on us from the carrier for address correction. We will not be held responsible for any lost packages and returned shipments that result from incorrect addresses. The accuracy of the shipping address is your responsibility.

We determine our shipping and handling by getting the latest rates from the shipping carriers and adding a small handling fee. The advantage of real time shipping is you never pay more for shipping than what it cost and you are not indirectly paying for someone else's shipping (the disadvantage of a flat rate system). You can get an estimate in your shopping cart by entering your state and zip code.

Certain items such as Wall Scrolls will cost extra due to its unusual size. Order with multiple items that include a wall scroll will likely require a second shipment.

Shipping Methods - Domestic Transit Days
USPS Priority Mail 2 to 3 business days
USPS Express Mail 1 to 2 business days
UPS Ground Varies - 1 to 6 business days depending on destination
UPS 2nd Day Air 2 business days
UPS Next Day Air Next business day


Shipping Methods - International Transit Days
USPS Express Mail International 5 business days
USPS Priority International 6 to 10 business days
USPS First Class International Varies based on destination - tracking not available
UPS Worldwide Expedited 2-5 business days
UPS Worldwide Saver 1-3 business days by end of day
UPS Worldwide Express 1-3 business days by noon
UPS Standard - Canada Only Varies based on destination

Disclaimer: All items purchased from Japanimation.com are made pursuant to a shipment contract. This means that the risk of loss and title for such items pass to you, the customer, upon pickup of your order by the carrier (UPS, United States Postal Service, etc.).

What it means? It means once a package left our warehouse, we are not responsible for what happens next. You are responsible for contacting the shipping carrier if you order is lost or damaged by the shipping carrier. However, contact us if this does happen and we will assist you as much as possible.

What are the differences between US Postal Service and UPS for shipping?

From our experience, the US Postal Service generally offer fast service via its Priority Mail for most items 1 pound or under. USPS however do not provide detail tracking information except for delivery confirmation only.

UPS offer more robust features such as insurance, guarantee arrival for rush deliveries, and more competitive rates for items above 1 pound. We highly recommend for any high value order to use UPS shipping. UPS also offer detailed tracking information which allow you to see where your package is every step of the way.


Pre-ordering, Backorder & Discontinued Items

If you ordered a regular Pre-order item using a credit card, you will not be charged until the item is ready to ship. PayPal payments must be received before we process the order. Availability of Pre-order items is determined by the manufacturer.

If an order is placed with Pre-order and in stock items, your entire order will be shipped when the Pre-order item becomes available.

An item that is backordered means it is temporarily out of stock but we will attempt to re-stock it as soon as possible. If an order contains an in stock item and a backordered item, depending on how long it takes to re-stock, we will ship in one shipment. If a backorder item has a long waiting time for the item to come back in stock, we will partially fulfill the shipment with your method of shipment and complete the order as soon as the backorder item is available via standard shipping.

An item that is discontinued means it is no longer available. Many items are produced only once by the manufacturer and when sold out it is discontinued.

We do our best to maintain an up to date inventory, but with so many products, there will be times when an item was shown to be available when it is out of stock. We will notify you if this happens and get the item reordered for you. However, sometimes an item may be discontinued and no longer available.


Promotions

Promotion via coupon codes cannot be combined with other coupon code offers. Only one may be applied per order.


Your Account - Reviewing Your Order and Updating Your Account Information

To review your orders, log into your account and go to My Orders.

To update your e-mail or account password, click on Account Information. To update your address, click on Address Book.

FAQs

Who are you guys?

Check out our About Us to find out. For general inquiries, click here

How can we find out about what's new on your site? Do you have a newsletter I can subscribe to or a catalog you can send me?

You can follow us on Twitter or be a fan on Facebook to keep up to date. With Twitter and Facebook, keeping a newsletter is sort of antiquated. We do not produce a catalog.

Do you have a sizing chart for the t-shirts?

All t-shirts not labeled as Youth/Junior or Women are in the standard adult men's size.

Adult - Men's Size - Chest Measurement (In Inches)

Small 34/36
Medium 38/40
Large 42/44
Extra Large 46/48
Double Extra Large 50/52

Do you know what the name of this anime series where so and so did this and that?

We can answer questions you have about a product, but if you are looking for information on specific anime series, try Googling for an anime encyclopedia type site that may be more suited to answer that type of question.

Do you sell wholesale?

No, we do not sell wholesale.

I remember your old site used to sell certain products that I can't find now. What happened to these products? Will you be selling them again?

As part of the site redesign, we also reviewed the products we sold in the past. We no longer sell various "import" products. These products were inherited from the previous management and we have no intentions to sell those type of products again. All products on our site are officially licensed products.

What happened to the free webmail service?

We still occasionally receive e-mails with questions about what happened to the free webmail service offered back on the old site. The basic answer is we discontinued the service. The webmail was a service the previous management provided, but it offered no tangible benefits for us as a business.

Where can I find more information on DELETER products?

Here is the official site for DELETER in English. You can also find DELETER's Japanese site here. Please note that we do not provide any technical support for DELETER hardware and software products. For wholesale information on DELETER, visit here.