By placing a pre-order with us you are agreeing to submit payment for your pre-order upon checkout. When the product arrives at our warehouse your order will be automatically processed and sent out.
Customers who have pre-orders placed before June 2016 with the "Pay Later" option are granted 30 days upon product arrival to submit payment. If payment is not submitted within 30 days of the item arriving in stock your reservation will be forfeited and cancelled.
We ship within the United States and abroad from our warehouse located in California. Shipping and handling costs depend on several factors including the size and weight of the item, and where the order is being sent. Your total shipping and handling fee will be identified prior to final check out.
Standard shipping takes 3 to 5 business days to process (sorry, no delivery to P.O. boxes or APO/FPO). Our preferred carriers are FedEx for domestic/Canada and USPS for international (excluding Canada).
You may request a replacement up to 14 days of receiving your order from KotoUS.com if upon inspecting your purchase you find it to be broken or defective. Due to the limited and collectible nature of many of the products we carry, a replacement may not be available at which point a refund will be issued. Product packaging is intended to protect the item contained inside and cannot be replaced due to damage. Prior to sending any defective or damaged product back to our warehouse, please contact us at firstname.lastname@example.org to open a replacement claim. Unfortunately, we are unable to offer any replacements after 14 days from the original delivery date, so it is advisable that all orders be inspected upon arrival.
Returns & Exchanges
For damaged or defective products
We will issue a full refund within 14 days of the original delivery date. Returned items that arrive to our warehouse with excessive damage due to improper packing will be subject to a damaged product fee of 10% of the product price. We are unable to offer a refund after 14 days from the original delivery date. Please allow 7-10 business days from the date we receive your return for your credit to appear or an exchange to be sent out.
For non-damaged or defective products
We will issue a full refund if the product is unopened and in brand-new, sellable condition. All shipping and handling costs associated with non-damaged/defective refund requests are non-refundable. Costs of returning the item to our warehouse will be the responsibility of the customer. We are unable to offer any refunds after 14 days from the original delivery date. Please allow 7-10 business days from the date we receive your return for your credit to appear.
If your item was purchased from a retailer other than KotoUS.com, please contact that retailer for a replacement or refund. We are unable to process requests to replace damaged product acquired through a third party, importer or off the secondary market.
If your purchase was made from an authorized vendor, an account representative will work directly with the vendor to resolve your situation as quickly as possible.
If you encounter difficulty getting an appropriate response from your retailer, please email us your name, the name of the retail establishment, and the nature of the problem with your purchase.
Due to the extremely limited nature of these products, we cannot guarantee that the item(s) can be replaced at the time of return or that damaged specific edition numbers can be replaced with the same number.
If you have any other inquiries, please e-mail us at email@example.com or call (310) 327-7359 during normal business hours, Monday thru Friday 9AM to 5PM PDT.