Common purchase queries answered

Orders and Shipping

What form of payment do you accept?
  1. Pay with Credit/Debit Card

The available credit/debit card options are listed below.

This transaction is strongly secured and encrypted by Stripe.

Please note that OTAKU TREAT does not collect your credit/debit card number or personal information when you make a payment. For questions regarding your transactions on our site, please consult your card-issuing bank for information.

You also use Apple Pay if you are using Apple devices.

  1. Pay with Paypal

When placing an order with PayPal, you will be redirected to the PayPal payment page where you can confirm your payment by logging in with your PayPal username and password.

You may still check out even without a PayPal account. To do so, please click “Pay with Debit/Credit Card” in the PayPal payment page and you will be redirected to a secure page where you can enter your credit card information or complete your payment safely via PayPal.

We accept payments in the form of Visa, MasterCard, Discover and PayPal only. We will not accept any other forms of payment other than those listed above. All sensitive information sent between your computer and PayPal systems is automatically encrypted, ensuring your information is kept private.

How long does it take for me to receive my order?

PROCESSING TIME

We’re a print-on-demand company so please allow 3 to 5 business days of processing time depending on the product type and our current volume before your order ships out. It takes time for our microfiber-polyester sheep to wool up us to produce amazing custom products that fit you to a T.

Orders placed over holidays and weekends will be processed in the following business days.

Please note that delivery of orders with more than one item may ship on different dates according to stock availability.

STANDARD SHIPPING

Shipping time for order:

  • Normally, it takes 5-15 business days to deliver the package to USA.
  • For others countries’ customers, please allow 15-20 business days of shipping time.
  • Due to the Covid 19 pandemic, shipping time might take additional several days
How do I create an account?

You can create an account when placing an order, and also directly on the ‘my account’ page. Click here to create an account

How do I change my shipping address?

To change your shipping address please contact us as soon as possible and we will help you to make sure you will receive your order at the correct address. Contact us now

How do I track the status of my order?

As soon as your order has shipped out, you will receive a confirmation email with your tracking number.

Will you keep my credit card information on file?

All our payments by payment cards are processed via PayPal which delivers one of the most secure payment platforms in the world. Your payment for any purchase is processed securely by PayPal.

 All sensitive information sent between your computer and PayPal systems is automatically encrypted, ensuring your information is kept private.

Will I be responsible for any customs or duty fee?

Customs fees depend on the laws of your country. Our experience is that In the majority of cases you are not required to pay any customs fees. We mark all our orders as low-value gifts. Moreover, we send larger orders in separate packages to avoid such charges.

Do you ship to my country?

YES. No matter where you live, we ship our products all over the world.

Will my items come in one package?

If you have ordered multiple different items, they may be sent separately.

How to I track my package?

We recommend you to track your package with USPS if you are in the US, or 17TRACK for the other countries. 

Track with USPS

Track with 17TRACK

Note: Generally, after the sender ships your package, it will be processed by the carrier, then they scan and enter the tracking information. There might be a delay between these scanning events and tracking availability in their system. Usually, it takes 5-10 days for processing and it takes sometimes longer depending on how fast the postal services are processing shipments, therefore the tracking information may not appear online immediately.

My tracking information isn't updating

Generally, after the sender ships your package, it will be processed by the carrier, then they scan and enter the tracking information. There might be a delay between these scanning events and tracking availability in their system. Usually, it takes 5-10 days for processing and it takes sometimes longer depending on how fast the postal services are processing shipments, therefore the tracking information may not appear online immediately, please try to track again later.

  • The carrier hasn’t accepted your package yet.
  • The carrier hasn’t scanned and entered tracking information for your package yet.
  • Your tracking number is incorrect or invalid.
  • The item was posted a long time ago, info not available anymore.
The tracking information says 'delivered', but I haven't received my order

We really apologize that your item was not delivered to you. As much as we would like to have all the items be shipped smoothly, we really do not have control over other possible reasons/factors why an item did not arrive in one’s mailbox. What we can recommend is that you can check with neighbors to see if they possibly have the package or check your local post office.

Most customers who have the same situation as you have found their item either with their neighbor or at the local post office. All domestic delivery issues become the responsibility of the local postal service once it’s been shipped. You may contact them directly.

Please make sure that you have entered your correct and complete shipping details when you ordered. We will NOT be held responsible for packages that are sent to the wrong address that the buyer has entered.

Upon tracking my package it says 'delivery failed'

Item was attempted for delivery but failed, this may due to several reasons. Please contact the carrier for clarification. Please be informed that we will NOT be held responsible for packages that have failed to deliver due to:

  • Item refused by the addressee
  • Incorrect / Illegible / Incomplete address
  • Expired Retention Period – in some countries, receivers are advised to claim their packages in the local post office. If left unclaimed, the parcel will be sent back to our warehouse.
  • Addressee Absence – Addressee not available at the time of delivery
  • Customs Policies, Rules, and Regulations

If you haven’t received your package, we’d advise you to contact your local post office to arrange a re-delivery or collect your item right away. Generally, the carrier has collection deadline, we’d advise you pick up your package at once, or it might be returned to our warehouse.

If this happens, we will have to wait to see if the package gets returned back to us.

If you need to swap an item

Returns and Exchanges

How do I receive customer support?

We look forward to helping you with your inquiry. We respond to email messages in the order that they are received, and will respond to your email as quickly as possible. Contact us now

What is your returns policy?

Due to the production method we use for all of our products, we cannot accept returns unless the item is proven damaged/defective.

Our policy lasts 7 days. If 7 days have gone by since you received your purchase, unfortunately, we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

I received a wrong / defective item

If the product you received is wrong or defective, please contact us  as soon as possible and kindly provide us with your full name, order number and a brief explanation of the issue. Contact us now

I am missing an item from my order

We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately.

If an item is missing, please contact us with your order number, the missing item’s product title and photos of the package showing the shipping label.

What is the time frame to report a problem with my order?

You must report any problem related to your order before 7 days after your order has been delivered. If a claim is not submitted within the pre-required time, unfortunately, there’s nothing we can do to help you.

What do I do if I entered an incorrect shipping address?

Please contact us as soon as possible and we will help you to make sure you will receive your order at the correct address.Kindly provide us with your full name and order number. Contact us now

Can I change or cancel an order after I've submitted it?

If your order hasn’t been processed yet, we will help you to change the items you wish to replace.

Cancellation of an order is possible as long as the order hasn’t been shipped yet. A cancellation fee of 10% is charged to a customer who wants to cancel their order.  Cancellation of an order is not possible for orders that have already been shipped.

Why does my item look different from the picture?

Please bear in mind that product images are for illustrative purposes only and may differ from the actual product. Due to differences in monitors, colors of products may also appear different to those shown on the site. Most of the product images shown are not REAL product photos, but templates and mockups to showcase our designs. Please handle your expectations.

Canvas Prints Manual & Instructions

The product you received seems to be misprinted & defective? You simply need to fold it. Please check this video for a visual explanation: WATCH THE VIDEO

The product has been printed like that intentionally since it has to cover both the surface and the sides of the frames. That is why you see duplicated details in every part that connects with the other pieces of the prints.