I’ve like to return the product I ordered, how do I do that and what is your policy?

For details on return policy please take a look at our return policy page. In general, we only accept unopened, undamaged products and the customer is responsible for return shipping and a restocking fee.

Why haven’t I received my order conformation number yet?

Please allow up to 2 business days for us to process your order. If you still have not received a order confirmation e-mail after 3 full business days of your purchase, please contact us at support@anime-raku.com, and including your order number

When will I receive my item?

When a customer receives their order is highly dependent on the type of shipping that is purchased along with the order. Generally a customer should expect to receive their order within 2-10 business days after they receive their order confirmation number and tracking number

What exactly is this ‘Flat Rate Shipping’ that is offered for purchases above $100?

When customers order totals more than $100 USD, they automatically qualify for flat rate shipping, which is $10 USD.  The order will be shipped out via USPS, and may take up to 12 business days after initial ship date for the customer to receive.

I have a gift card that I received/ bought in your store located in Bellevue, WA and would like to use it on your website, how can I do this?

Due to technological differences in our online/offline payment systems, the gift cards that are issued in our store cannot directly be used on our website and vice versa for gift certificates purchased online. But we would gladly transfer your gift card/gift certificate credit to use either online or offline. Please e-mail us at support@anime-raku.com, and include your gift card number, full name and contact information and we will respond to your request within 3 business days. 

Why should I purchase insurance on my item, and what is covered under the $3.00 USD fee?

Due to the collectable and delicate nature of a majority of our goods, we strongly suggest to our customers to purchase shipping insurance. We offer a flat shipping insurance fee based on the total value of purcahse starting at  $3.00 to all customers, which will cover the entire purchase amount. We do not ship any damaged goods and make sure to package our products with cushioning to prevent damage, therefore in general we do accept returns of items damaged during the shipping process, if the customer did not purchase shipping insurance.

I saw something in your store in Bellevue, WA but I don’t see it online, why is that?

Currently we do not have our entire selection of goods that is on the shelves at our store available for purchase online. To see our full selection of goods please visit us at our store in Downtown Bellevue.

Why was my order shipped in a pre-used box?

Not all of our orders are sent out in sparkling new cardboard boxes, at times your order may come to you with other brand names/logos printed to the box, it does not mean that your order did not come from Anime Raku. To be environmentally and economically friendly we at Anime Raku actively recycle gently used shipping boxes & shipping stuffing. 

I called your store phone number to ask questions about products and/or for support for Anime Raku online, but was asked to e-mail you instead, why is that?

The phone number listed on this website goes directly to our store, and is answered by our retail sales associate during our normal retail operating hours. Our in store phone number is primary there to answer our local customers questions such like; directions to our store and local hold/pick up status. Additionally, though when possible, the associate that answers the phone may try to answer your question to the best of their knowledge, in store retail associates are not trained to provide internet store support, so we ask you to please contact us by digital correspondence for the best answer.

I saw something online the other day and wanted to order the product and put it in my basket/wish list, but I don’t see it anymore.

Likely this means the product you were looking at has sold out. If the product has just been placed in a wishlist/future checkout basket and not purchased, we cannot guarantee the future availability of the item. If you have further inquiries about the item please contact us at support@anime-raku.com 

I have a stamp card that I use at the store; can I get stamps for online purchases & also apply my reward towards purchases completed online?

No, the in store stamp card program, stamp accrual and reward discount is only applicable to purchases that happen in store. This is a free reward program that exclusively applies to purchases that occur at our physical store location in Bellevue, WA.

I live outside the US and would like to purchase your products, what countries do you ship too?

We currently do not ship our goods internationally unless it is an US Overseas Military Address (APO/FPO).

If you have any further questions or general feedback please feel free to contact us at support@anime-raku.com, and allow up to 3 business days for a reply. Additionally we are unable to answer online store specific inquires at the phone number listed for our store in Bellevue, WA.