Frequently Asked Questions
What is KitsuMachi?
KitsuMachi is an online shop offering original art and designs across apparel, accessories, desk products, wall art, drinkware, and other lifestyle products. Many of our products are made to order especially for you.
Are your products made to order?
Many of them are. Rather than maintaining large quantities of pre-printed inventory, many KitsuMachi products are produced after an order is placed. This helps us offer our artwork across different products, sizes, and styles while reducing unnecessary inventory.
How long will my order take?
Your order normally goes through two stages: production, then shipping. Production time depends on the product and manufacturing facility. Once your order ships, tracking information will be provided when available. Delivery estimates are not guaranteed and may be affected by production volume, carriers, weather, holidays, customs, and other circumstances outside our control.
Why did only part of my order arrive?
Some KitsuMachi products are produced at different manufacturing facilities. One order can therefore arrive in two or more packages. Separate packages may have different tracking numbers and delivery dates.
Where are your products made?
We work with production and fulfillment partners that may operate in the United States and other countries. The production location can vary depending on the product, availability, destination, and selected manufacturing partner.
How much is shipping?
Shipping costs depend on the products in your order, shipping destination, and available shipping method. Your applicable shipping charge will be displayed during checkout.
Do you ship internationally?
International availability may depend on the product and destination. If shipping is available to your location, applicable options will be shown during checkout. International shipments may also be subject to customs duties, taxes, VAT, or other charges imposed by the destination country.
Can I track my order?
When tracking is available, we'll send tracking information after your order ships. Tracking may take some time to update after a shipping label is initially created.
My tracking says delivered, but I don't have my package. What should I do?
First, check around your delivery location and ask household members, neighbors, apartment management, reception staff, or anyone else who may have accepted the package. You should also contact the shipping carrier using the tracking information. If you still cannot locate the package, email us at otakuinkchan@gmail.com with your order number.
Can I return something if I change my mind?
Because many KitsuMachi products are made specifically after you order them, we generally cannot accept returns for buyer's remorse or a change of mind. Please review product details carefully before ordering.
Can I exchange my clothing for another size?
Generally, we cannot provide free size exchanges when the product was correctly manufactured in the size ordered. Please review the product's size chart before purchasing. If we sent the wrong size compared with your order, contact us and we'll make it right.
What if my item arrives damaged?
Please contact otakuinkchan@gmail.com within 30 days of delivery. Include your order number, a description of the issue, clear photographs of the affected product, and photographs of the packaging if shipping damage occurred. If the issue qualifies, we'll arrange an appropriate replacement or refund.
What if I receive the wrong product?
Contact us at otakuinkchan@gmail.com with your order number and photographs of what you received. We'll investigate and work with you to correct the issue.
Can I cancel my order?
Contact us as quickly as possible. Because made-to-order products may enter production shortly after purchase, we cannot guarantee cancellation once production has started.
Can I change my shipping address?
Email otakuinkchan@gmail.com immediately. We'll attempt to change the address if the order has not progressed too far into production or fulfillment, but changes cannot be guaranteed. Please double-check your shipping address before completing checkout.
Will the colors look exactly like they do on my screen?
We work to represent products accurately, but screens display colors differently. Printing methods, materials, lighting, and manufacturing processes can also cause slight differences between digital images and physical products.
How should I wash my KitsuMachi clothing?
Always follow the care instructions provided with the specific product. Because materials and printing techniques vary between products, care instructions may differ.
Will prints line up exactly the same on every item?
Some products use all-over-print or cut-and-sew manufacturing. Small differences in artwork placement, seams, edges, or alignment can occur as part of the manufacturing process.
Are KitsuMachi designs copyrighted?
Original KitsuMachi artwork and designs are protected intellectual property. Buying one of our products gives you the physical product, not ownership of the underlying artwork or permission to reproduce it commercially.
Can I suggest a product or design?
Absolutely. Send suggestions to otakuinkchan@gmail.com. We can't promise every suggestion will become a product, but feedback helps us decide what to create next.
How can I contact KitsuMachi?
Email us at otakuinkchan@gmail.com. For order-related questions, please include your order number so we can help you faster.
KitsuMachi · Support: otakuinkchan@gmail.com