常见问题解答
FAQ
1. Orders/Payment:
What online payment options do you offer?
We accept payments via PayPal, you can check out our Payment Methods page for more information.
Is it safe to use a credit card on the website?
Rest assured that ordering on our website is safe.
When shopping on otakutee, your financial information is transmitted through a secure server that uses the latest SSL (Secure Sockets Layer) encryption technology. The otakutee website never stores credit card information in any way, but it is transmitted directly to our payment gateway for authorization and authentication. Please select the items you like on our website.
Was I charged twice?
Your credit card will only be charged once your order is shipped.
If you have just placed an order, your bank account will show an authorization message. This is a common practice for banks to process credit card transactions to ensure sufficient funds and the authenticity of the account. This authorization will be cleared (depending on your bank, usually within 48 to 72 hours). If you need faster processing, you can contact your credit card issuing bank.
Why might my credit card be declined?
Your credit card may be declined for the following reasons:
-The card may have expired. Please check if your card is still valid.
-You may have reached your credit limit. Please contact your bank to confirm that you have not exceeded the authorized purchase limit.
-You may have entered the wrong details. Please check that you have filled in all required fields correctly.
-Please make sure that you are using the latest version of your browser. This may be because your browser has some plugins installed. Please clear your cookies, restart your browser and try again.
2. Promotions/Discounts:
Do you offer promotions?
Our website offers various discounts, promotions and special offers. The best way to get a discount code is to check our banners or notice boards. You can also sign up to receive our promotional emails. You can find the sign-up form at the bottom of any page on our website. New customers can get a coupon code when they sign up, enjoy 10% off their orders and exclusive offers.
How to use a coupon code?
Discount codes can be used at checkout. Add the item to your cart and select the checkout option. On the same page where you enter your address information, you will see a field for entering a discount code. Enter the discount code here and click the "Apply" button. Your total amount will be adjusted based on the discount. Some discounts and promotions do not require a discount code and will be automatically applied.
Can I use more than one discount code at a time?
No. You can only use one discount or promotion per order.
3. Order Status:
How do I know my order is confirmed?
Once the order is completed, you will receive a "Thank you" confirmation email confirming that your order has been successfully submitted.
How do I check the status of my order?
Once the package is shipped, we will send you a shipping notification email. You can track your order using the tracking information provided in the email or by logging into your otakutee.com account.
I chose the wrong size/color/address. Can I change the information?
If you need to change the order information, please contact us in time to check the order status. If your package has not been shipped yet, we can change the size, color or your personal information for you.
After the package is shipped, you need to contact our customer service and we will contact the carrier to check whether the package information can be changed. If the information cannot be changed and the item received is not suitable, it is not a product quality issue and the responsibility lies with the customer.
Please check the order information carefully when placing an order to avoid any possible problems in the future.
Can you help repair the damaged product?
We are sorry that you received a damaged item. Please send a photo of the damaged item along with your order information to (service@otakutee.com ) We will evaluate the problem and if it is confirmed that the problem is with us, we will send you a new product at no charge.
Please note that any item will not be returned, exchanged or refunded if it is damaged within 30 days of shipment. If the item does not fit due to incorrect size selection or failure to contact us to modify the information before the package is shipped, it is not a product quality issue and the responsibility lies with the customer.
We provide free size exchange service, but the customer is responsible for the shipping cost of returning the original product. We will ship the new size item after receipt and confirmation. If you are unsure about the size selection, you can send an email or private message to contact us for help.
4. Can I cancel or change the order I just placed?
Changes to your order can only be made if it has not yet been processed. You must contact our customer service team ( service@otakutee.com ) immediately with the details of your change/cancellation request, which will minimize any processing delays caused by changes to your order.
5. Shipping:
How long will it take for me to receive my order
Order delivery time is divided into two parts: Total time = Processing time + Delivery time. *Processing time: Order processing time depends on quality inspection, packaging, and the stock status of individual products. It usually takes 1-3 business days to process your order (some items may take 3-7 business days or longer). You will be notified by email when your order is shipped.
If you have paid for the courier fee, but the package does not arrive in time according to our shipping policy, you can contact us to request a shipping refund.
You can view our Shipping Policy page for more information.
How can I know where my package is?
Once the package is shipped, we will send you a shipping notification email. You can track your order using the tracking information provided in the email or by logging into your otakutee.com account.
If you need to check the status of your shipment or proof of delivery, enter your tracking number or reference number on the parcel tracking platform 17track.net to view details. If you don't know how to check the status of your order using the tracking number, you can visit our help page or contact us and we will be happy to check for you. We are happy to help you.
My package shows as delivered, but I didn't receive it. What should I do?
First double-check the places where the courier may have left the package. Ask a neighbor to see if the package was left at the wrong door. Also, check if there is a "delivery attempted" notification, which means that the courier tried to deliver, but no one was home. If it still hasn't been found, wait until the next day, as some couriers' electronic systems may show that the package has been delivered even if it is still on the way. Still can't find it? Please call the courier and provide your tracking number for more information.
*If the above does not answer your question, please contact our customer service: ( service@otakutee.com )