FAQ

★Request★ In rare cases, the item may be returned if the shipping address you entered does not have a street name or house number, or if the name on the nameplate is different. We will inform you by email if this applies to you, but please log in again and check your purchase history to make sure that the shipping address is correct. Inquiries are handled in order, so if you have not received a reply within 6 days, please contact us again. *We will be closed for shipments and inquiries during the Golden Week period (April 26-29, May 3-6). Please note that it may take some time to deliver products or respond to inquiries.

Q. I haven't received the order completion email.
A. Please make sure that you have registered the correct email address. In rare cases, the email may have ended up in the "spam" folder. Also, if you have specified domain reception, 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 are rare cases where you cannot send or receive emails using mobile carrier email (such as docomo). We recommend using PC email such as gmail or yahoo!

Q. I made a mistake with the registration/order details.
A. Please contact support (support@ohtabooks.com) as soon as possible and include your order number.

Q: I want to cancel my order.
A. Support within 24 hours of your order. Please contact us at (support@ohtabooks.com) with your order number. Once we start preparing the item for shipping, it cannot be cancelled.

Q: I haven't received my item yet.
A. Please check your order confirmation email to make sure there are no mistakes in the shipping address. For pre-order items, please check the "estimated shipping date" on the product page.
*If the product is returned to us and needs to be reshipped due to customer reasons such as incorrect address entry or absence, we may charge you an additional shipping fee. (Shipping fees vary depending on the product, number of items, and region.)

Q: After placing an order via Pay Later, it says "paid", but what happens?
A. After placing an order, the payment is processed immediately between QJ Store and Paidy, so the order completion email and purchase history will show "Paid." Please note that this does not mean that you have already paid Paidy .
Please note that if you order a pre-ordered item, your payment may be due before the item arrives.

Q. I would like the items I purchased at the same time to be shipped separately.
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 the items shipped separately, please place separate orders.
*Please note that in rare cases, we may have to split your order into separate shipments due to our own circumstances.

Q: Can I have it gift wrapped?
A: We do not offer gift wrapping. Thank you for your understanding.

Q. Can I have my name or date included in the signature?
A. Please note that we do not accept requests regarding the content of the signature.

Q. I want to specify a delivery company.
A. Please note that it is currently not possible to specify the delivery company. Items are sent via Yamato Transport or Japan Post.

Q. I want to cancel my membership
A. Support Please contact us at (support@ohtabooks.com) . Please note that if you have items scheduled for shipping, you cannot cancel your membership to prevent shipping accidents. Please contact us after you receive the items.

Q: Can you ship overseas?
A. Currently, we do not ship overseas. We only ship within Japan. Thank you for your understanding.