Customer Help Desk
Our team is always happy to help!
We are currently running very low on stock throughout most departments due to significant international freight delays caused by COVID-19. Thank you for your understanding, we hope to be running at full capacity again soon!
We aim (But can’t guarantee) to process orders within 1 business day.
Once we’ve finished processing your order, a system email with your tracking link will be sent to you. If you haven’t received it, please check your spam/junk folder, if it isn’t there either, contact us. Your tracking details are also available through your account on our site.
In normal circumstances most orders within NZ should arrive in 1-5 working days after dispatch depending on the method used. Orders shipped to Australia should arrive within 2-10 working days after dispatch.
We currently have shipping options to New Zealand and Australia available at our checkout but can ship just about anywhere in the world. For quotes to other countries, please complete this form.
This mainly applies to purchases intended as gifts ie Christmas and Birthdays:
While we always do our best to get your purchases delivered asap, we unfortunately cannot guarantee delivery on/by a certain date/time as there are many variables out of our control that could impact this. Please contact us with your requirements if delivery is urgent and we’ll do our best to work through them with you.
While it is a service we plan on implementing with high priority, Otakumart is currently unable to facilitate pickups. We apologize for any inconvenience this may cause.
Unfortunately Otakumart cannot guarantee delivery by/on a certain date.
A pre-order is a reservation for an item before it has reached the shelves. This means as soon as the item arrives at our warehouse it will be shipped out to your delivery address before it is stocked on our site or other trade marketplaces. For our full range of items available for pre-order, click here. You can also browse through our departments for pre-order items, they are labelled appropriately.
Pre-orders work almost exactly the same as a regular purchase through Otakumart, the only difference is the time-frame you will receive the item in. In most cases payment is required upfront just the same as a regular purchase however we can arrange Otakumart on account laybuys for pre-orders and we also have other buy now pay later options available at checkout.
Please note: Many photos of pre-orders are of a prototype and the final product may vary.
Occasionally, the price of pre-order items change during their production/release lead time. If you have a pre-order with Otakumart and this does occur, you will always pay the lowest price that the item has been offered at. If you have already paid the higher price than the new price, the difference will be refunded. If the price of an item goes up however, no action is required, you have already reserved the item at the lowest price. This applies to any payment method.
No worries! Contact us and we will be able to update the address on your order. If you have any queries about this process please don’t hesitate to let us know! We love to help.
Pre-order estimate availability dates will be listed on product pages. Please note: These dates are estimates only and actual availability can vary either side of the listed date. Availability dates are defined as when we expect to ship pre-orders. Once the product is available, our standard shipping targets apply. Availability dates can change without notice however we typically communicate delays via email. Information on delays can also be viewed through your account or on product pages.
Pre-orders for items such as figures very often have delays in manufacturing and release dates are often very tentative.
From time to time, manufacturers will bin or cancel production of a product part way through the lead time. This can occur for a variety of reasons such as lack of interest in the product or problems within their businesses. Rest assured, if for any reason Otakumart is unable to supply the item you have pre-ordered, you will receive a full refund, including shipping. There will be no fees or other costs/charges. Manufacturer cancellations are fairly rare but we have got you covered!
In the event of manufacturer shortages, pre-orders will be fufilled on a first come, first serve basis.
Trading Card Singles
We use a generic trading card grading system for all of our singles card stock. The vast majority of our singles are Near Mint. We are now offering Near Mint, Lightly Played, and Played graded cards on our website.
We inspect for a few features when grading cards, Edges, Surface, Border, Centering/Misprints and Bends/Creases.
Please read a more in-depth trading card guideline here.
Otakumart currently are unable to provide a grading service for customers.
Apologies for the inconvenience!
If you have changed your mind or discovered you have made an error before the consignment has left our warehouse then please contact us asap for us to cancel the order. If your cancellation order is received before it leaves the warehouse then you will not be charged a restocking fee and the order will be cancelled. A full refund will be provided.
If the consignment is already en route or delivered then contact us to arrange a return and refund as long as the item(s) has been unused, and in the same condition as you received it. You will be liable for the shipping costs and will be charged a 15% restocking fee. We will issue a refund (excluding the original shipping cost & restocking fee) once the item has been inspected by our team.
If the item is not in the same condition as it was received in, let us know as we may still be able to help out.
Apologies for the error!
If you have received the incorrect product we will provide a shipping label for sending the item back to us. We will then ship the correct item at no additional cost.
- Please repack the item in the same packaging we sent it in (We will provide a new satchel if the item was sent via one of our satchel methods).
- Please do not open or use the incorrect product.
If your item has arrived and is faulty, damaged, or not working as intended, please notify us within 48 hours of delivery.
Once you have notified us, we may arrange for the return of the product for assessment. Once we have confirmed the damage or fault, it will be repaired, refunded or replaced free of charge(if there is available stock in our warehouse) at our discretion.
Please ensure we receive the return within 10 business days of the date received.
For fast processing of your return, please ensure the following:
- You retain the original packaging
- You accurately describe the fault or damage.
- You attach clear photographs of the damage.
- You provide us with your order number.
Contact us asap.
We will fix this error for you. Unfortunately if your consignment has already been dispatched you will have to pay for shipping again once we have had the item returned to us. If you would prefer to cancel your order, you will be refunded minus the shipping cost and our 15% restocking fee will be applied, this will also be the case if we are unable to retrieve your order. If we’re unable to retrieve your order or claim through the post, we will not be able to provide a refund. Please double check your address before checking out!!
If your order tracking has not shown any updates over 3 business days (excludes public holidays and weekends) then please contact us and we follow it up with our courier.
If your order shows “Delivered” status and you were not able to receive the parcel at that time then you may have been left a “card to call”. All parcels (unless specified by our customers) will require signature to prevent parcel theft.
- Domestic: New Zealand returns/refund process may take up to 14 days.
- International: International returns/refund process may take up to 28 days.
Please note: Afterpay and other “Buy now, pay later” orders can only be returned for a refund, not an exchange.
Otaku Tokens are a currency that can be collected and spent right here at Otakumart.
Otaku Tokens can be collected by shopping through or other specific activities and promotions through our site.
Otaku Tokens can be redeemed towards any products or any orders completed through our site.
Nope! They’re yours to hang onto until you’re ready to use them!
You can redeem your Otaku Tokens through our site at checkout. You will be given the option to partially redeem your Otaku Tokens or all of them.
Otaku Tokens can only be collected on purchases and activities after 11 August 2020. Apologies for any inconvenience.
Otaku Tokens are non-refundable. Should you require a refund for your order, the portion paid for via Otaku Tokens will not be eligible for a refund.
We operate on a first come, first served basis and in most cases cannot hold stock for our customers.
Due to the tentative nature of some of the products we sell reprinting and manufacturing dates are typically unknown although we may be able to provide rough estimates. For major re-release products, we may offer pre-orders for those products.
You can join our waitlist to get notified when a product gets restocked. Please note; joining our waitlist does not guarantee you will be able to receive stock.