Shipping Policy
Thank you for shopping with KitsuMachi. Because many of our products are made especially for you after your order is placed, please allow time for both production and shipping.
Order Processing & Production
Most products are made to order. Production begins after your order has been confirmed and may vary depending on the product, printing partner, order volume, and time of year. Production time is separate from shipping time. Once your order has shipped, you will receive a shipping confirmation with tracking information when tracking is available.
Shipping Times
Estimated delivery dates shown at checkout or in your order confirmation are estimates, not guaranteed delivery dates. Delivery times may be affected by carrier delays, weather, holidays, customs processing, production delays, or other circumstances outside our reasonable control. If you need an item by a specific date, please order well in advance.
Multiple Shipments
We work with multiple production facilities and fulfillment partners. If your order contains multiple products, your items may be produced at different facilities. Items from the same order may arrive in separate packages, have different tracking numbers, and arrive on different days. You will not be charged again simply because an order is shipped in multiple packages. Receiving only part of your order does not necessarily mean that an item is missing.
Shipping Costs
Shipping costs are calculated based on the products ordered, destination, shipping method, and fulfillment location and will be displayed before you complete checkout.
Address Accuracy
Customers are responsible for providing a complete and accurate shipping address. Please review your shipping information carefully before submitting your order. If you notice an address error, contact us at otakuinkchan@gmail.com as soon as possible. We will attempt to make the correction, but we cannot guarantee that an address can be changed once an order has entered production or shipment. Additional production and/or shipping charges resulting from an incorrect or incomplete address may be the customer's responsibility.
Tracking
When tracking is available, tracking information will be provided after shipment. Tracking information may take time to update after a shipping label is created. If tracking shows your package as delivered but you cannot locate it, check around your property and delivery location; check with household members, neighbors, building management, or reception staff; and contact the shipping carrier using your tracking number. If the package still cannot be located, contact otakuinkchan@gmail.com and we will review the situation with you.
Lost Packages
If tracking has stopped updating for an extended period or a shipment appears to have been lost in transit, please contact us. We will investigate the shipment with our fulfillment partner and/or shipping carrier. When a shipment is confirmed lost and qualifies for replacement or refund under the applicable fulfillment policy, we will arrange an appropriate resolution.
International Orders
International orders may be subject to customs processing, import taxes, duties, VAT, brokerage charges, or other fees imposed by the destination country. Unless expressly stated otherwise at checkout, these charges are the responsibility of the recipient. Customs processing may also extend delivery times.
Returned-to-Sender Packages
Packages may be returned to the sender because of an incorrect or incomplete address, refusal of delivery, an unclaimed package, or another delivery issue. If this occurs, contact otakuinkchan@gmail.com. Additional production or shipping costs may apply before the order can be sent again when the return resulted from incorrect customer-provided information or failure to accept delivery.
Questions
For shipping questions, contact KitsuMachi at otakuinkchan@gmail.com. Please include your order number whenever possible.
KitsuMachi · Support: otakuinkchan@gmail.com