FAQ

★Request★ If the registered shipping address does not have a town name, house number, or room number , or if the nameplate name is different , There are cases where the item may be returned . If the product is returned and needs to be reshipped due to an input error on the customer's side , it will be shipped cash on delivery . We respond to inquiries on a first-come, first-served basis on weekdays (10:00-18:00), excluding weekends and holidays. If you do not receive a reply within 5 business days, please contact us again.

Q. The product was scratched or creased.

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A. We will replace it. Please contact us within 5 days of arrival.
*If you contact us after that time, we may ask you to pay the shipping charges when exchanging the item .
The process will go smoothly if you contact the delivery company.
In the unlikely event that the delivery company is unable to respond, please contact us using our inquiry form . We will do our best to replace the item, although it may take some time.

Q. I haven't received the order completion email.

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A. Please make sure that you have registered the correct email address. Emails may have been sent to your "spam" folder. If you have specified domains for receiving emails, please allow "ohtabooks.com".
*In addition to order and shipping completion notifications, we will send you emails if there are any notifications about shipping delays, address confirmation, etc. Please make sure to check that you receive these emails .
*There have been cases where emails cannot be sent or received using mobile carrier email (such as docomo). We recommend using PC email such as gmail or yahoo!

Q. I made a mistake with my shipping information.

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A. We only accept changes to pre-ordered items.
Please contact us as soon as possible using the "Contact Us" form, including your order number and correct shipping address . We cannot respond to inquiries after 5 days prior to the release date.

Q. I want to cancel my order.

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A. We only accept pre-orders for items up until 3 business days before the release date.
Please let us know within 24 hours of placing your order by contacting us via the "Contact Us" form , including your order number.

Q: I haven't received my item yet.

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A. Please check your order confirmation email to make sure you have entered the correct shipping address. For pre-order items, please check the "estimated shipping date" on the product page.
*If the product is returned and needs to be reshipped due to customer reasons, such as incorrect address entry or absence, we will reship the product at your expense .

Q. I can't use my Amazon gift card.

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A. Amazon Pay will no longer be available as of Monday, January 6, 2025, due to system incompatibility.
Please note that you can still access information about past orders placed using Amazon Pay on Amazon Seller Central.

Q. I would like the items I purchased at the same time to be shipped separately.

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A. If you add multiple items to your cart and complete the purchase process at the same time, and there is a pre-order item, the entire order will be shipped together on the scheduled shipping date.
If you would like them shipped separately, please place separate orders.
*Please note that in rare cases, we may split your order into separate shipments due to our own circumstances.

Q: Can I have it gift wrapped?

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A. We do not offer gift wrapping. Thank you for your understanding.

Q. Can I have my name or date included in the signature?

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A. Please note that we do not accept requests regarding the content of the signature unless otherwise stated on the product page.

Q. I want to specify a delivery company.

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A. Currently, it is not possible to specify a delivery company. Thank you for your understanding.

Q. I want to cancel my membership

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A. Please contact us through the "Contact Us" form . Please note that customers who have items scheduled for shipping cannot cancel their membership to prevent shipping accidents. Please contact us after receiving the items.

Q. Can I ship overseas?

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A. Currently, we are unable to ship to overseas destinations. Thank you for your understanding.