Frequently Asked Questions
[Membership Registration]
Q. How do I become a member?
A. You’ll be prompted to create an account when you go to make a purchase. Alternatively, you can do so via the menu bar or the lower portion of the login screen. (Membership is free!)
Q. Do I absolutely have to register as a member?
A. You can make purchases on the AmuLit Official Store as a guest, but creating an account and saving your details will make future purchases a breeze.
Q. My registration email hasn’t arrived.
A. One of the following causes may be at play:
[1] It’s in your spam folder.
Take a quick peek and make sure it didn’t end up there by mistake.
[2] Your email address may have been entered incorrectly.
If that’s the case, go to My Menu and update your registered information.
[3] Our emails may not be allowed through.
If you’ve restricted emails to trusted domains only, please add @voltage.co.jp to your list of approved senders.
If none of these solve the issue, please go to Contact Us and drop us a line!
Q. What if I want to change the information I have registered?
A. You can update your registered information yourself by logging in, going to My Menu, and selecting Update Info.
Q. I forgot my password.
A. Go to the bottom of the login screen and click “Forgot your password?” to reset it.
Q. Can I update my registered information in the middle of an order?
A. You can! Go to My Menu, then select Update Info to change the information you have registered with us.
*Note: You can’t change the shipping address for items you’ve already ordered through this option. If you want to do this, please go to Contact Us and we’ll be happy to help.
Q. I’d like to cancel my membership.
A. Please fill out the Contact Us form and we’ll help you through the process.
[Products]
Q. Can I reserve items to purchase them later?
A. Unfortunately, no. We’re sorry to say items can’t be reserved or put on layaway. Thank you for your understanding.
Q. Is there a limit to how much I can purchase?
A. Some products may have purchase limits. This will be listed on the product page if so.
Q. Will sold-out items be restocked?
A. Some products may be restocked. When they are, we’ll announce it on our social media channels.
Q. Can I purchase regular items and pre-order items at the same time?
A. Unfortunately, you can’t purchase regular and pre-order items together since the delivery times differ. We kindly ask that you place separate orders for each.
Similarly, if pre-order items have different release dates, please place separate orders for those as well.
Q. There’s an error in the design of an item I purchased.
A. We’re sorry to hear that! Please let us know via the AmuLit Official Store’s Contact Us page and we’ll be happy to assist you
Q. When will products from <title or character> be available?
A. We’re terribly sorry, but we’re unable to give out information on unannounced products. We’ll announce upcoming releases via our social media and other channels, so be sure to stay tuned!
[Orders]
Q. Can I set multiple delivery addresses for a single order?
A. Unfortunately, we can’t accommodate that. If you’d like items sent to different addresses, please place separate orders for each.
Q. I haven’t received my order confirmation email.
A. One of the following causes may be at play:
[1] It’s in your spam folder.
Take a quick peek and make sure it didn’t end up there by mistake.
[2] Your email address may have been entered incorrectly.
If that’s the case, go to My Menu and update your registered information.
[3] Our emails may not be allowed through.
If you’ve restricted emails to trusted domains only, please add @voltage.co.jp to your list of approved senders.
If none of these solve the issue, please go to Contact Us and drop us a line!
Q. Can I add, change, or cancel items after completing my order?
A. Unfortunately, we can’t accommodate additions, changes, or cancellations after an order has been completed. Please make sure to carefully review your order details before finalizing your purchase.
Q. An error occurred during payment. What should I do?
A. We’re sorry about that! Please place your order again.
Any orders affected by the error will be automatically cancelled within a few days, but if you’re unsure about the status, feel free to get in touch via the Contact Us page.
Q. My order was cancelled. What happened?
A. It’s possible the payment wasn’t processed correctly.
Orders that fail to process properly are automatically cancelled after a few days, but if you’re unsure about the status, feel free to get in touch via the Contact Us page.
Q. Can minors place orders too?
A. In general, anybody can place orders from our site, but if you’re under the age of majority in your country, please ensure you have permission from a parent or guardian before registering or making a purchase.
[Payment]
Q. What payment methods are available?
A. You can use the following payment methods:
• Credit Card(Visa、MasterCard、American Express、JCB、Diners Club)
• Amazon Pay
• Shop Pay
• Google Pay
• Apple Pay
• Convenience Store Payments (Family Mart, Lawson, Seven Eleven, Mini Stop, Daily Yamazaki)
• Smartphone Payments (PayPay)
Q. Are there any payment processing fees?
A. Yes, processing fees will apply if you choose to pay at a convenience store, and these fees are the customer’s responsibility.
Q. Can I change my payment method after completing my order?
A. Unfortunately, no, you can’t change your payment method after your order has been finalized.
Q. When will I be charged for my order?
A. Payment will be processed at the time of your order. This applies to pre-order items as well, so please keep that in mind. The exact date the charge will appear on your account will depend on your credit card provider’s policies.
[Delivery]
Q. How long will it take for my order to arrive?
A. It usually takes about 1-2 weeks from the time you place your order.
For pre-order items, deliver is expected within 1-2 weeks after the release date.
Q. I want to change the delivery address after placing my order.
A. Please refer to the following:
(1) Orders not yet in shipping preparation:
Please contact us through the Contact Us page.
(2) Orders already in shipping preparation or dispatched:
Once your order enters shipping preparation, we’re unable to make changes to the delivery address. Please check the tracking number provided in the shipment notification email and contact the delivery carrier directly to request a change in the delivery address.
* Depending on the new address, additional forward fees may apply.
* Please be aware that if you are registered member and change the address in your membership information after placing an order, the delivery address for that order won’t be updated.
Q. Will I be notified when my order is shipped?
A. Yes, we’ll send a shipment confirmation email to your registered email address.
Your order will typically arrive within 1-3 days after shipment, but delivery may
delayed due to factors such as seasonal demand (e.g., mid-year and year-end
gift seasons), natural disasters, weather conditions, or traffic disruptions. We
appreciate your understanding in such cases.
Q. Which delivery carrier do you use?
A. We primarily use Yamato Transport, though some orders may be shipped via Japan Post.
Q. How much are the shipping fees?
A. Shipping is 700 yen (excluding tax) per order, and 1,200 yen (excluding tax) for Okinawa and remote islands.
Q. Can I specify a delivery date and time?
A. Unfortunately, we don’t offer a choice of delivery date or time.
Q. Can I combine separate orders into one shipment?
A. Unfortunately, we can’t combine items from separate orders into a single shipment.
Q. Do you offer international shipping?
A. Yes, but only to certain regions.
To improve the shopping experience for our international customers, we’ve implemented Buyee Connect（https://service.beenos.com/buyeeconnect/）.
When accessing our site from outside Japan, you’ll see a dedicated cart for international orders. Through this cart, you can connect to Buyee’s proxy purchasing service, which offers multilingual support, international payment options, shipping to 114 countries and regions, and even discounted shipping plans in some areas.
For more details, please click here.
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[Payment Methods]
PayPal, VISA, MasterCard, JCB, Alipay, UnionPay
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[Customer Support (email/chat)]
Offered in: Japanese / English / Chinese (Traditional / Simplified) / Indonesian / Thai / Korean / Spanish / German / Russian
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[Fees]
In addition to the product price and domestic shipping fees on our site, a proxy
purchasing fee of 300 yen (per order) will be charged by Buyee. International
shipping fees will also apply, with several options available through Buyee.
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[International Shipping]
We offer shipping to 114 countries and regions.
Asia: Bangladesh, Bhutan, Brunei, Cambodia, China, Hong Kong, India, Indonesia, Japan, Laos, Macau, Malaysia, Maldives, Mongolia, Myanmar, Nepal, Pakistan, Philippines, Singapore, South Korea, Sri Lanka, Taiwan, Thailand, Vietnam
North & Central America: Barbados, Canada, Costa Rica, El Salvador, Guadeloupe, Honduras, Jamaica, Martinique, Mexico, Panama, Puerto Rico, Trinidad & Tobago, United States
Oceania: Australia, Fiji, Guam, New Caledonia, New Zealand, Papua New Guinea, Saipan
Middle East: Bahrain, Cyprus, Iraq, Israel, Jordan, Kuwait, Oman, Qatar, Saudi Arabia, Turkey, United Arab Emirates
Europe: Andorra, Austria, Azerbaijan, Belarus, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Monaco, Netherlands, North Macedonia, Norway, Poland, Portugal, Romania, Russia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Ukraine, United Kingdom
South America & Africa: Algeria, Argentina, Brazil, Chile, Colombia, Ecuador, Egypt, French Guiana, Ghana, Kenya, Mauritius, Morocco, Nigeria, Paraguay, Peru, Reunion, Senegal, South Africa, Tanzania, Tunisia, Uganda, Uruguay, Venezuela, Zimbabwe
[Cancellations, Defective Items, Returns & Exchanges]
Q. I want to cancel my order.
A. Unfortunately, we do not accept cancellations due to customer preference. Please make sure to carefully review your order before placing it.
We only process returns or exchanges for defective items. If you receive a defective product, please contact us through the Contact Us page.
Q. I want to return or exchange an item because it’s different from what I imagined.
A. Unfortunately, we don’t accept returns or exchanges due to customer preference.
Q. The item I received is defective.
A. We’re very sorry about that. We’ll exchange it for a non-defective item, so please contact us through the Contact Us page within 8 days of receiving the item.
*If stock is unavailable, we may offer a refund instead.
Q. For defective trading items, will I receive the same item in exchange?
A. As a general rule, we exchange defective trading items with unopened replacements. Unfortunately, you can’t choose the design.
Q. Can I exchange an item due to scratches or dents on the package or outer box?
A. Unfortunately, we don’t accept returns or exchanges for damage to the outer packaging or box unless the product inside is affected. Packaging is considered part of the shipping materials.
Q. The item I received is different from what I ordered.
A. We sincerely apologize for the mistake. Please contact us through the Contact Us page, and we’ll arrange for a return or exchange.