FAQ

How do drops work?

There will be 2-3 drops of unique merchandise each month. New items are released at 3 PM PST unless otherwise stated on Instagram. Items are available for purchase one week beginning from the drop date. After the drop ends, the shop closes, and old items are removed to make space for new ones. While rare, some items may reappear in future drops.

What methods of payment is accepted?

We process all payments securely through PayPal. You can choose to use PayPal directly or pay using a credit/debit card, such as Visa, Mastercard, Amex, or Discover, at checkout.

Who do we ship with, where do we ship from and where can we ship to and how do I track my order?

We ship worldwide via USPS first class, including P.O. boxes and military bases. International orders may be charged additional shipping fees. After creating a shipping label, customers receive an email with tracking number. Please double-check personal shipping details to avoid delays.

I entered my address wrong, what do I do?

We can't promise that we'll be able to change your address before we ship your order. It's important to make sure that all your shipping details, including your apartment or unit number, suite, and P.O. box, are accurate and up-to-date before you complete your purchase. If you do need to change your address, please send us an email as soon as possible so we can review it and try to make the change before we ship your order.

How can I cancel my order?

To cancel an order, please send us an email as soon as possible with your name and order number. It's important to act quickly because some items may ship out the same day the order is placed. If your order has already shipped and is on its way, we will not be able to cancel it. Please note that there is a restocking fee applied once the order is canceled.

I ordered the wrong size/color. Can I change the variant on my order?  

To help us locate your order, please send us an email as soon as possible with your name and order number included. Please note that we cannot guarantee that we'll be able to make changes to your order before it ships. If the wrong item is shipped out, we cannot take responsibility as we fulfill orders based on what's listed.

How can I make a return?

To successfully return an item, we require notice within the first two business days after the shipping company marks the item as 'delivered'. If you fail to contact us within this timeframe, you will be unable to return the item.

What is our refund policy?

As a smaller brand, we typically rely on pre-orders to fulfill customer orders. Therefore, when a customer places an order, they are essentially reserving their spot for the item. We do not offer refunds unless the item is defective. In the event of a defective item, we require notice within one full business day after the shipping company marks the item as 'delivered'.

 Can I use your design?  

Thank you for considering my work, but no. These designs are my original creations, and it's important to me to maintain clarity in the community about their source. Keeping Otaku Hours consistent and clear is important to us, so if someone else were to use our design, it could lead to confusion about who created it and where it came from.

What is sezzle? And how do I use it? 

At Otaku Hours, we strive to make your shopping experience quick and easy. That's why we've introduced an affordable way for you to purchase big-ticket items without straining your wallet. Sezzle is a reliable monthly payment service that's simple to use and widely trusted. If your order totals $60 or more, you qualify for this feature. At checkout, simply select the Sezzle option either from the product page or at the end of the checkout process. 

Do you take commission work?

We are currently unable to accept any commission requests. We apologize for any inconvenience this may cause.

What's your shipping period/ turn around time?

Some orders will be in stock and will be shipped within 2-3 business days. If the item is labeled as a pre-order, it will take 3-4 weeks to process and deliver, in addition to our 2-4 day shipping period. Once the package is packed and shipped, we will send an email to the customer with tracking information. Domestic orders should be delivered within 2-4 business days after confirmation of shipment. If you have any further questions, please contact us via email.

Unfortunately, delays can happen that are beyond our control, such as unexpected issues with shipping carriers.