Welcome to our FAQ, we hope you will find all the information you need.
Don't hesitate to contact us by email if you do not find your answers.
"Where is my parcel?"
There are several ways to track your package and find out where it is.
When your order is shipped, you will receive an email with the delivery information.
You can also find this information by logging into your customer account on our website: https://cardotaku.com/ and clicking on your order. You will have direct access to your tracking number.
If you choose the ePacket shipping method, you are strongly advised to track the package on the official website of your country's post office.
"Where is my package sent from?"
Cardotaku is a company run by Japanese card and arcade game lovers who decided to move to Japan. So the packages leave from Osaka International Airport in Japan.
"Do you deliver anywhere in the world?"
Yes, we offer our products for delivery anywhere in the world. However, we are dependent on the guidelines of our carriers.
"What is the delivery time?"
The delivery time depends on several factors. We use "same day shipping" all week long, which means that all orders placed before 1pm in Japan (UTC+9), are sent the same day (excluding japan holidays and weekends).
For the rest, it depends on your country of delivery and the chosen carrier. Generally, private carriers like FedEx and DHL will be faster than Japan Post and Epacket.
"How much are the shipping costs?"
Regarding shipping costs, they will be calculated directly at the shopping cart stage,when choosing the shipping method. Indeed, the cost of delivery depends on several factors, such as the size and weight of the package, the country of reception, or the service provider you choose. We invite you to go to the check out stage and indicate your choices in terms of delivery, thanks to which our software will give you the amount of the latter.
Please note that depending on your country of residence, customs fees may be added.
"Is there any customs?"
In accordance with the various import laws, there are several charges related to the import of goods from abroad: customs duties and VAT.
As far as customs duties are concerned, this is a tax on imported goods which is defined by your country of residence. This tax is applied when the goods cross the border and is different depending on the country of the recipient.
It can be either a flat rate or a percentage of the price of your goods.
The exact amount of customs duty is difficult for the importer and exporter to anticipate as it depends on many factors.
"What is VAT at the time of shopping?"
Since 1st July 2021, the exemption from VAT in the European Union for the import of goods with a value of up to €22 has disappeared. This means that, as a consumer, you will have to pay VAT on all goods you import into the EU from 1 July, even if you buy them online.Since this new law and in order to facilitate your purchases on Cardotaku.com,we have set up the payment of the VAT directly at the time of your order (for those whose amount is lower than 150€). On the other hand, for those which are superior to this amount, the VAT will be to be paid at the reception.
"How are orders prepared?"
We attach great importance to the careful packaging of your orders and the protection of your cards. Each order is unique and will be treated with special care. In general, displays are sent in bubble wrap. For high value cards, they are sleevred and placed in a toploader before being protected with a teambag and two small boxes to ensure rigidity. You can find the detailed process here : https://cardotaku.com/pages/packing
"I am looking for a Japanese cards that is not on your site, How can I do it?"
The number of existing cards and objects is such that it is still difficult for us to offer you everything, but don't panic! We offer a service for ordering personalised cards.
You can send us a message via our contact form with the card(s) you are looking for, the desired condition and your average budget. We'll find the card(s) for you and create a personalised product sheet.
"What are the benefits of the loyalty programme ?"
The loyalty programme, which you can find at the bottom right of our homepage, is represented by a gift in a purple circle. It is there to reward and thank our customers for their loyalty and trust.
You can refer your family, friends and subscribers through your unique link and earn points when you make purchases. These points can then be converted into vouchers to be used for your orders.
"I am an influencer and I wish to work with Cardotaku"
We accept requests for collaborations with influencers from different social networks. If you want to work with us, please contact us via our contact form indicating your social networks, your audience and the reasons why you want to work with us.
If you haven't found the answer to your questions, don't hesitate to contact us directly via our contact form, our team will answer you as soon as possible.
Ps: For all requests concerning an order, do not forget to indicate your order number.