Q: What payment methods can I use?
A: We accept Visa and MasterCard through our payment provider Verotel. American Express and other payment options are offered through our partner PayPal, depending on the availability for the country where you reside. Please check PayPal's guidance for more information. (Please note that PayPal is not offered for any DVDs or purchases that include DVDs as part of a set. PayPal is also not available for certain other products that depict underage characters.) In addition, we accept wire transfer to our Japanese or German bank accounts.
Q: Why was my debit card declined when the funds are available and the information is correct?
A: Debit card verification systems vary between different banks. Sometimes there may be a decline even when your debit card is Visa or MasterCard. We are sorry but this is beyond our control. Please try another payment method.
Q: Is shipping discreet?
A: Yes, please see our discreet shipping page.
Q: How will the purchase be displayed on my credit card billing statement?
A: Payments appear as paid to OctoTrade Co., Ltd. on your credit card statement.
Q: How do I use a discount coupon code?
A: Please input the code during the checkout process. Use the "discount coupon" field, located on the page where you choose your payment method.
Q: Do you ship to my country?
A: Yes, we ship worldwide.
Q: Where will my purchase be sent from?
A: All of our products are sent from Japan, where our business and shop is located.
Q: What shipping service do you offer?
A: We offer shipping by FedEx, which we have found to be the most reliable and fastest service, even during severe circumstances such as natural disasters or the coronavirus pandemic. FedEx also offers excellent tracking on parcels.
Q: When will the ordered item be shipped? How long does the shipment take?
A: We usually ship the item within 1-3 working days after the payment is received. Depending on the selected shipping service, the parcel will then be in transit for 2-4 working days, so altogether please calculate about 3-6 working days from order to delivery. Also please keep in mind that it may take some additional day(s) at customs (which unfortunately we cannot know or influence) and there might be some delay in case of holidays or due to a sudden shortness in stock.
After your item is shipped off, we immediately send you the tracking number by email so you can keep track of your parcel's location at any time of day from Tokyo to wherever you live. It is trackable, safe and insured, so there's no need to worry. However, please track your parcel yourself and make sure you know when it arrives. We will keep you informed if there are any major delays and we are always there for you by email or phone. It is in our interest to satisfy our customers.
Q: Is it possible to get the product delivered on a certain day of a certain month?
A: We understand your wish for situations like birthdays, Christmas and so on, and will try our very best to get it there in time. Unfortunately, we are not able to guarantee the delivery date because there are too many external factors that we cannot control (e.g. busy times for delivery services, such as Christmas). Please place your order early enough when you want to have the item before a specific date.
Q: Is it possible to fix the time of delivery (e.g. a.m. or p.m.)?
A: Within Japan it is possible but for overseas unfortunately we cannot specify it from our side. Please contact your local FedEx branch or post office with your tracking number and consult with them whether this is possible to arrange.
Q: Do you ship to PO boxes and APOs?
A: Yes, we can ship to a PO box and APO.
Q: Who delivers my parcel?
A: FedEx will deliver the parcel.
Q: Can I cancel my order?
A: Yes, you can cancel your order within 12 hours after purchase without any cost. However, please understand that once we sent the parcel, we can only offer you a partial refund after the product has been returned back to us. In either way, please contact us immediately if you have changed your mind and want to change or cancel your order.
Q: Can the shipping address be changed?
A: This will become complicated, so please carefully fill out the registration for the shipping address at the start of the transaction. Once the item has been shipped, there's no way to change it from our side.
Q: I placed an order, but received no confirmation mail. Did the order work?
A: You should receive an order confirmation mail. If you did not, please first check your spam mail. If you still cannot find it at all, please contact us either by email or phone and we will check if everything was processed correctly. If there is a problem, we will solve it.
Q: The item hasn't arrived yet. I am concerned that something happened with my parcel. What should I do?
A: Please always keep track of your parcel with the tracking number that we send you. If you are still in doubt, please contact your local FedEx branch or post office with your tracking number.
Q: What if no one is home to receive the package?
A: Since a signature is required, the parcel will be returned to your FedEx branch. FedEx will retry delivery multiple times until you receive your parcel.
Q: My parcel was returned to the sender. Can I get it resend?
A: Yes, it is possible to resend your parcel if it was returned to us. But please note that re-shipping charges will be applied. Please contact us.
Q: Can an electrical item be used in my country?
A: We send our products worldwide and are not able to answer this question for every country. Please consider about electrical standards in your country and read the product description carefully, including, if applicable, where we write about voltage. Battery-powered items are a safe bet. For other products you might need a transformer or adapter. For the USA, we find it is usually no problem because voltage and plugs are the same or similar to Japan's.
Q: Are the instructions/manual in English?
A: Some items have English instructions, but some do not. Please check the product description. Most items are pretty straightforward to use even without manual, but a few may require Japanese language ability. Our staff are also happy to help with questions about how to use an item.
Q: Is there sales tax on my order?
A: Depending on your country, your order may be subject to tax or import duty. Please check with your local customs office. Also, with FedEx we can offer you a pre-paid tax and import duty service. Please contact us if you would like to use this service.
Q: Can you declare the amount on the invoice lower so that I can save tax when importing?
A: Unfortunately we cannot lower the amount or declare items as gifts. Since we are a company we need to truthfully declare our real turnover. Neither will it help if we do not include an invoice, because in that case your customs will define the value by their own research and it might be much higher than it would have actually been. Thank you for your understanding.
Q: How can I contact you by email?
A: Please either use our contact form or email us directly to the email address provided in the order confirmation. In either case please make sure that you use the same email as you registered in the shop or for your order. Please also include your order number if your inquiry concerns a current or past order.
Q: Price Matching. I found the same product available at a cheaper price in a different shop. Can you offer me the same price?
A: We guarantee that we will try our best. Please send us the link of the website where you found an item cheaper and we will see if we can make you the same or a better offer.
Q: I am a retailer/wholesaler. Are you offering product wholesale/distribution as well?
A: Yes, please contact us for any bulk inquiries.
Q: Do you have a store or distributor in my country?
A: No. Our products are available only in Japan. That is the uniqueness of our shop, giving you the chance to get your hands on a large variety of products that are hard to get.
Q: How can I return a product or replace a defective product?
A: Please first look at our terms and conditions to understand for which case you qualify. Then please contact us and include your registered email address and order number. Please describe exactly the reason for returning the product or what is defective, and include as much information as possible. Also please be sure to inform us about the condition of the item (unopened in original and undamaged package, damaged package, used item etc.).
Q: How do I subscribe to the Kanojo Toys newsletter?
A: Please subscribe here.
Q: How do I unsubscribe from the Kanojo Toys newsletter?
A: Please use the "unsubscribe" option included with each newsletter. You can also email us (writing "unsubscribe" in the subject field) or use our contact form.
Q: When are sold-out products available again?
A: We're sorry, but we can't say if or when certain products are available again. Please check back regularly or subscribe to our newsletter.
Q: Do you have a brick-and-mortar store in Japan or somewhere?
A: No, although our office and warehouse is located in Tokyo we specialize in online sales only.