Customer Helpdesk

Our team is always happy to help!

We typically process orders within 24 hours of placement on weekdays and weekend orders are usually processed by 9am Monday morning. We dispatch 5 days a week (Monday-Friday) with the occasional Saturday dispatch.

 

You will receive a system email with your tracking details once we’ve completed processing your order. Tracking details are also available on our site by signing into your account and viewing your order. If you don’t receive the email, it may be in your spam folder, or otherwise let us know and we’ll get it sorted.

 

Please note: We are unable to dispatch on Sundays and Public holidays. We apologize for any inconvenience this may cause.

We aim to process orders within 1 business day of placement. While we cannot guarantee we’ll get all orders complete within this time, the vast majority are. Please refer to our dispatch schedule for estimates on when your parcel will leave our warehouse.

 

You will receive a system email with your tracking details once we’ve completed processing your order. Tracking details are also available on our site by signing into your account and viewing your order. If you don’t receive the email, it may be in your spam folder, or otherwise let us know and we’ll get it sorted.

Please note: We are unable to dispatch on Sundays and Public holidays. We apologize for any inconvenience this may cause.

Within NZ

Delivery time within New Zealand varies by region and local courier services. We almost always use Courierpost/NZpost to carry our domestic parcels and an ETA of 1-3 working days after dispatch is advised although not guaranteed. Auckland and neighboring regions are likely to be on the faster end of this target. Rural addresses tend to take an extra working day for delivery.

 

International

Please refer to available shipping methods for your country for ETA.

 

Please note: The team here at Otakumart are always doing their best to get your orders to you as soon as possible but we do not have any control over courier and post companies/services, delivery times are not guaranteed .

Your tracking details/link will be sent to you via system email once we have completed processing your order. These details are also available on on our site by logging into your account and browsing your orders through the account menu. If you do not receive the system email, check your spam folder, if you still haven’t received it or are unable to access your account, get in touch and we’ll get it sorted!

 

Due to some justified confusion around Courierpost’s/NZpost’s tracking system, we have come up with a brief description of what some of the events mean:

  • Label created“- This events means that your parcel’s shipping has been booked in and is awaiting pickup. You should receive an email from our system with your tracking number as well as an updated order status around the same time this event occurs.
  • Picked up“- Your parcel has been picked up and is with our local courier.
  • Ready to collect& “Item on way to collection point”
    This event is a confusing one as it is used for two different scenarios in Courierpost’s/NZpost’s tracking system. If this tracking event occurs at approximately the same time as the “Picked up” event or several hours later, please disregard any emails/text messages you might receive. In this instance this event means that your parcel is waiting at the local depot for pickup and transport to the regional sorting center. If this event occurs after “Processing at depot” or “Delivery attempted”, this means you may have received a “card to call” in your mailbox, please follow the instructions this card provides.

If you are after any further information, please feel free to contact us via the options at the bottom of the page.

Australia Wide

Due to popular demand we are now offering a number of shipping options to Australia. Import fees may apply and are at the expense of the receiver.

  • Courier- The most expensive but safest and quickest option currently available. This service has limited tracking and contents are insured up to $2000 NZD. Items will be packed as per above. This option is available on orders up to 30kgs. Delivery Target: 2-6 working days.
  • Parcel- An economical option however it is not recommended for high value orders as there is no tracking or insurance with this service. This option is to be used at buyers risk, in the unlikely event a parcel goes missing or is damaged, Otakumart will do our best to provide a remedy but we cannot be held responsible for your choice to use this option. Delivery Target: 3-10 working days.
  • Envelope- This method has low size constraints but is a very cheap option. This method is mainly available for use with our Trading Card range. Please note: Like our Australian Wide Parcel option, this method does not come with any insurance or tracking and is to be used at the buyers risk. Delivery Target: 3-10 working days.

USA

We’ve had an overwhelming number of requests for delivery to the US and have now begun populating shipping options. Please check available options at checkout or if your state is still not eligible, let us know and we’ll set this up for you.

All other countries

Currently we do not have any checkout shipping options for countries outside of New Zealand and Australia however if you would like a shipping quote please contact us via our International Shipping Quote Form.

If you have placed two or more orders, their addresses are the same, and neither have been processed, they will be combined and any extra shipping paid will be refunded to the payment method used. If you wish for the orders to be shipped separately please request separate shipment in the order notes section at checkout.
If an order is too big we may separate the order into two or more shipments. If this is the case then extra shipping will not be charged.

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.

International customers may be subjected to customs or duty fee. Please check with your local customs authority. It is the customer’s sole responsibility for any charges, duties or taxes incurred.

 

All orders are shipped from our South Auckland, New Zealand based warehouse so for domestic customers there will never be any entry fees.

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.

Shipping Methods

New Zealand Wide

  • Parcel- This is the safest shipping option. Items will be wrapped and packed into cardboard boxes. Packing paper, bubble wrap, or sealed air will be used to fill excess space and ensure the item does not move in transit. Additional packing paper may be used for outer box presentation. Delivery Target: 1-3 working days.
  • Satchels- Custom plastic satchels are used for this option and there are 2 sizes available currently. Bubble/paper wrap will be used where applicable and cardboard will be used for more fragile items. Postbags offer a lot less protection compared to items send via our parcel option. We will do our utmost to pack items as safely as can be for transit but cannot be held accountable for driver mishaps however, items are insured for the unlikely event that the item is damaged. Delivery Target 1-3 working days
    Otakumart is now proud to be using
    r3pack’s compostable courier satchels! Please remove all courier ticket labels and the non toxic adhesive glue strip prior to composting. Learn more about them here.
    Please note; occasionally we may upgrade your shipping option to parcel at our cost(there will be no extra charges) due to size, weight or fragility of the product.
  • Envelopes- Standard post is used as Fastpost is redundant. This method is mainly used for trading cards. Cards will be sandwiched between cardboard to add protection and will usually be in sleeves unless a toploader is specified. Delivery Target: 1-7 days.
  • Pickup- Not currently available.

Packaging Material

We use recycled boxes and packaging material as much as possible to help reduce costs and our environmental impact. Most of our packaging comes from local stores whom we work with. Sometimes due to the shape of orders we cannot use recycled packaging and instead use our own custom boxes and satchels.

Australia Wide

Due to popular demand we are now offering a number of shipping options to Australia. Import fees may apply and are at the expense of the receiver.

  • Courier- The most expensive but safest and quickest option currently available. This service has limited tracking and contents are insured up to $2000 NZD. Items will be packed as per above. This option is available on orders up to 30kgs. Delivery Target: 2-6 working days.
  • Parcel- An economical option however it is not recommended for high value orders as there is no tracking or insurance with this service. This option is to be used at buyers risk, in the unlikely event a parcel goes missing or is damaged, Otakumart will do our best to provide a remedy but we cannot be held responsible for your choice to use this option. Delivery Target: 3-10 working days.
  • Envelope- This method has low size constraints but is a very cheap option. This method is mainly available for use with our Trading Card range. Please note: Like our Australian Wide Parcel option, this method does not come with any insurance or tracking and is to be used at the buyers risk. Delivery Target: 3-10 working days.

Please check your spam/junk folder and click “Not Junk/Spam”. This will allow our emails to be received.

If you still have not received your order confirmation, contact us via the methods at the bottom of the page and we will get it sorted!

A pre-order is reserving an item for your purchase before the item 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 mediums. 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. Payment is required upfront just the same as a regular purchase however we can arrange laybuy for pre-orders (Standard laybuy terms and conditions apply). For more information on laybuys, click here. Afterpay also works as normal when purchasing pre-orders on Otakumart.

Occasionally, the price of pre-order items change during their production/release cycle. 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. The same applies to Otakumart laybuys in both cases (Refunds dealt with accordingly based on payment due). If using Afterpay or other third party payments to pay for your pre-order, standard Afterpay terms & conditions apply to refunds.

Not a problem. Contact us via the details at the bottom of the page 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.

Unfortunately, under most circumstances Otakumart will not allow cancellations on a change of mind basis. We may allow some exceptions or work-arounds on a case to case basis so feel free to contact us. Standard laybuy policy will apply to pre-order laybuys. For more information on laybuys, click here. Pre-order cancellations will be subject to 10% cancellation fee.

Pre-order estimate availability dates will be listed on the product details page. Please note; these dates are estimates only and actual availability can vary either side of the estimate and in some rare cases manufacturers may even cancel production of the item part way though. Please see below for more information on this. Once the product is available, our standard shipping targets apply. For more information on shipping and shipping targets, click here. Delays of over a month will be communicated via email and the product page.

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. This also applied to customers using laybuy/Afterpay for their pre-order and includes your deposit for the item (you will not be subjected to the cancellation fee). Manufacturer cancellations are rare but we have got you covered!

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.

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.

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.

Read about these and our other payment options here

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.

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 carries a large range of pre-owned items in various conditions. See all information regarding pre-owned items here.

Otakumart carries a large range of pre-owned items in various conditions. See all information regarding pre-owned items here.

Yes! Otakumart offers price matching. For conditions and inquiries, either contact us via the information at the bottom of the page or click here.

Yes! Otakumart offers price matching. For conditions and inquiries, either contact us via the information at the bottom of the page or click here.

Still have questions? Contact us!

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~Your Hobby Specialist~