FAQs

Q: What currency is the site in?

The currency you will see used on the site is United States Dollar (USD). 

 

Q: My order arrived damaged. 

A: If your purchase has been damaged in transit, please send us a photo of the item(s) and any additional description. We will review it and begin processing a replacement right away.

 

Q: I received the incorrect items.

A: Please send us a photo of the item(s) and any additional description. We will review it and begin processing a replacement right away.  

 

Q: I'm missing items from my order. 

A: If you're missing an item double check the package and other products to make sure that the item(s) are not hiding anywhere. Different products ship from different locations and are split into different orders, so that they may get to you faster. So they may still be on the way. If you still can't locate it, please let us know and we will make sure you get what you ordered. 

 

Q: Where's my order?

A: All items are shipped within 3-5 business days, this does not include transit time (the time it takes to our carrier to deliver your package). Your packages will typically arrive within 2-3 weeks after being shipped. If there are any local post office delays, routing issues, or bad weather, it may take a little longer. The ship times are estimated and not guaranteed. 

 

Q: Do I receive an order confirmation?

A: Shortly after placing your order, you will receive an email confirming that Otaku Mountain has received your order. You will receive a second email when your order ships. If you have not received either email(s), please check your spam folder. If you are still unable to locate the emails contact us and we will send you the order confirmation shortly. 

 

Q: There is no tracking information for my package. 

A: The order will take 3-5 days to process, after it is processed you will receive the tracking code. If you don't see any tracking information for your shipment, your package should arrive within 2-3 weeks. Please email us if you have not received your package within 30 days of the ship date and we will take further action. 

 

Q: I need to change my shipping address.

A: We will only be able to update the shipping address on an order so long as the order has not yet shipped. Please contact us immediately so we can attempt to adjust the order in time. 

 

Q: How do i cancel my order?

A: If you need to cancel an order once placed, please contact us immediately as we are unable to change the status of your order once it has left our distribution center. 

 

Q: How do I contact you?

A: If you would like to contact us please email us at info@otakumountain.com or contact us here.