FAQ
Return Policy
Preorder items can be returned for a full refund of the product's cost, but not for the shipping costs. Returns must be made within 30 days of receipt and items must be in original condition. Customers will be responsible for shipping costs when returning products.
Since preorder items are ordered in bulk for the exact amount needed, we do not offer exchanges on them.
Items not marked as preorders are eligible for full refunds or exchanges. Please email us at info@otaku.academy if you have any issues with your order.
How long will my refund take?
Refunds are processed once I have received the product. Once processed, the refund could take up to 14 days to reflect on your debit/credit card. This is completely out of our control.
I made a mistake when ordering. How do I go about correcting that?
For items not marked as preorder, we need to know IMMEDIATELY if there was a mistake with your order. Once print on demand items are put into production, no changes can be made with the sizing, item, or address. If they are shipped to an incorrectly entered address, you will be responsible for the reshipment of the order.
For preorders, since I order the exact amount needed, please email me with your corrections by the last day of preorders. On the day after preorders close, the bulk order is placed and no changes will be made. If you realize that you have put the wrong address or name, please contact me as soon as possible by email so that the items can be sent to the correct location. If the correction is not made, the customer will be responsible for reshipment costs if the item is received back by me.
Our email is info@otaku.academy
My order hasn't updated and just says "Awaiting Fulfillment". What does that mean?
All preorders will have the order status of "Awaiting Fulfillment" until the time that the order is actually shipped. Once it is shipped, the order status will reflect that, and you will receive an email containing your tracking information.
It's been a while, where is my order?
Please be patient, as bulk orders are not placed until the preorder window closes and production can take over 30 days. Once your product is shipped, you will receive an email or text with your tracking number!
There's an issue with my print-on-demand garment. What can I do?
Since our non-preorder items are made using DTG (Direct-to-Garment) printing, the design is printed directly into the material. With this type of printing, the garment color can sometimes show through the design, taking a little bit of the vibrancy.
In rare cases, there will be a mistake with your item such as a misprint, peeling of the graphic, or having the wrong garment shipped to you. These are all products of the convenience that print-on demand offers.
If you are unhappy with your product, feel free to send us an email at info@otaku.academy and we will get with you shortly.
I only received part of my order. Was there a mistake?
If you placed an order with both preorder items and non-preorder items, the non-preorder items will shipped to you first since they do not take as long to fulfill.
Items specifically sold during warehouse (ex. Killua Duffle Bags, Paradis Football Jerseys, etc.) are typically extras from past preorders and will be shipped from our warehouse location separately from print on demand items since the items are already created and on hand. You will not have to pay additional shipping costs for orders broken down into different shipments.
SHIPPING
How long does it take for my preorder to be shipped?
Once preorders close, a bulk order is placed for all of the items. They must then be produced, shipped to me, inspected, then shipped to the customers. The entire process of preorders from bulk order to shipment to the customer 4-6 weeks. This time does NOT begin from when you place your order, but from when preorders close.
What about items not marked as preorder?
Items not marked as "preorder" are print-on-demand and are automatically fulfilled by one of our printing partner's many fulfillment centers around the world. These orders typically can take 3-7 days to be fulfilled and shipped. Shipping times vary based on your location.
How much is shipping?
Domestic shipping has a flat rate of $8.50 while international shipping is determined by the total weight of the order.
What carriers do you use?
All domestic orders and most international orders are shipping via USPS. Certain countries still have restrictions on shipping and may have orders shipped through either UPS or DHL.
How will I know my order is shipped?
Once your order is shipped, you will receive either an email or text message containing the date of shipment as well as your tracking number.
My order says it has been delivered, but it is nowhere to be found. What not?
Once orders are shipped, they are entirely the responsibility of the shipping partner. please reach out to them first before you reach out to me. If they can not help you resolve the issue, please email me at info@otaku.academy
I have a question not addressed here. Where can I reach you?
If you have any questions, please email me at info@otaku.academy. Please do not DM our social media accounts, as they are rarely checked and it's easy for a DM to get lost among so many.
If you are emailing about an order, please have your order number as the Subject. That will help streamline the process so I can help you as quick as possible!