What are your shipping method options?

Our system currently supports the following shipping methods:

- EMS shipping
- International ePacket
- International ePacket Light

※ Please note that some shipping methods are restricted based on package size. If we find we cannot ship your package via your selected shipping method, we will contact you.

Where do you ship to?

EMS shipping & International ePacket: We ship to all regions outside Japan with some exceptions. Some countries that can be selected on our website contain certain areas that EMS shipping cannot reach. Please understand that if you enter one of these areas as the delivery destination, we must cancel the order. For details on affected areas, please see here.

International ePacket Light: We ship to all regions outside Japan reached by International ePacket Light shipping (China, Hong Kong, Indonesia, Malaysia, Philippines, Rep. of Korea, Singapore, Thailand, Vietnam, Australia, New Zealand, Canada, Mexico, U.S.A., Israel, Turkey, Austria, Belgium, Denmark, Finland, France, Germany, Great Britain, Greece, Hungary, Ireland, Italy, Netherlands, Norway, Poland, Russia, Spain, Sweden, Switzerland & Brazil.)

※ Please note that our shipping invoice computer system can only recognize English Roman alphabet letters. Please do not input your address using other scripts, or we will have to contact you to change it before we can ship your package.

Do you ship within Japan? 

No, we do not ship within Japan. Customers living in Japan can use the animate Online Shop Japan. The animate Online Shop Japan offers customer support in both English and Chinese, so please don't hesitate to reach out.

What are the postage/shipping fees?

Postage/shipping fees will be incurred on top of the price of the items displayed on this site, and are as follows:

Unit : JPY

Other than the case described below, customers are understood to agree to the shipping price stated at the time of check out.

What happens if the weight of an item specified on the product page differs from the actual weight?

The weight specified for each product is an approximation that may differ from the actual weight. While the shipping fees displayed at the time of checkout are calculated based on the weight specified on the product pages, if upon shipping your package we find the weight to be significantly higher or lower than expected, we will either issue an appropriate refund or request additional funds to cover the actual cost of shipping. If you do not wish to do so, you will be given the option to cancel and refund your order.

What costs are included in the postage/shipping fees?

In order to be able to offer our products themselves at a price as close as possible to their Japanese retail prices, we include packing material costs and shipping labor expenses along with the flat shipping rate. 

In certain cases, duty tax and/or customs fees will be imposed on the package by your country's customs authority at entry. Do take note that you, the customer, will be responsible for paying any extra charges. Custom clearance processes vary greatly between countries, so please contact your local customs jurisdiction for specific details.

Does your store charge Japanese sales tax?

No, we do not.

When will my items be shipped?

Your package will be shipped as soon as all the items in your order have been arranged on our end and payment has been confirmed (or the next Japanese business day). You will receive a confirmation e-mail once it has been shipped.

If your items are in stock, the package will be sent out as soon as payment has been confirmed (or the next Japanese business day, and depending on the workload in the warehouse). If your items are pre-order or not in stock, the package will be sent out as soon as we have received them on our end and payment has been confirmed (or the next Japanese business day, and depending on the workload in the warehouse). If your order includes both types of item, the package will be sent out once all the items in the order have been received on our end (usually after the release date of the latest pre-order item.)

Please note that there may be delays in delivery according to geographical area, traffic and weather conditions, custom clearance procedures, and stock availability.

Can I specify the date my order will arrive/be shipped?

We cannot guarantee a delivery date for your item, and we do not take requests to have your package shipped on a specific day. It will be shipped as soon as your package is ready on our end. In the case of an urgent issue, please contact us.

Can I change my delivery address?

Although you can change your default delivery address in your account settings, you cannot change the delivery address of any existing orders. Also, changing your default address will not retroactively update the delivery address of any existing orders. In the case of an urgent change, please contact us.

Can I add items to my order after it has been finalized, or combine multiple packages?

You cannot add items to or combine orders once an order has been confirmed. In the case of an urgent change, please contact us.

Where is my tracking number?

Your order page will update with your tracking number once your item has been shipped. You can view it by following the link to 'view your order' in the shipping confirmation e-mail you will receive, or by logging into your account on our website and viewing the order page here. Please note that if you are using International ePacket or ePacket Light, tracking is not supported or may take a long time to update in some areas. For more information see here (International ePacket) and here (ePacket Light).

My tracking information is taking a long time to update. What should I do?

Please note that the Japan Post website tracking may take some time to update, depending on your shipping method, country or area. For more information see here. Please wait an appropriate amount of time for the tracking number to update before contacting us.

If you are concerned about the status of a package, we recommend searching the tracking number provided on your own country's post service website, or contacting/visiting your local post office, as updated detailed information may already be available there. Please make sure to try this first before contacting us.

Also, please make sure to understand in advance what kinds of insurance/compensation are available for different shipping methods.

Why does my order status say 'Unfulfilled'?

'Unfulfilled' means that we have not shipped your package, because we have not finished preparing the items in your order on our side. Your order may include pre-order items, or items on the way from the manufacturers. Once your package has been shipped, we will mark the order 'Fulfilled'. If you are concerned about your order, please contact us.

What kind of information do you include on the shipping labels?

When shipping, we only specify broad item types (eg. CD, DVD) and do not print product titles or descriptions on the shipping labels. We do not specify whether the item is R18+ or not.

My PayPal address is different from the address I registered for my order. Will this be an issue?

We will ship your package to the address you registered with our website when you made your order, regardless of your PayPal address. If you think you have made a mistake, please contact us directly.

Why is my package is taking a long time to ship?

Your order may include pre-order items, or back-order items on the way from the manufacturers. Please check the release dates of your items. Back-order items can take some time to arrive. They generally arrive at our store in 10 days at the earliest, although each case is different and individual times vary, especially older releases, and Doujin CDs, which are self-published/indie rather than released by big labels. Please note that in extreme cases, back-order items can take one or two months to arrive. If you are concerned about your order, please contact us.

If I order an item before the release date, is it guaranteed to ship on the release date?

In most cases, orders placed before the release date will be shipped upon release. However, if your order was placed within a month of the release date, there is a chance that it will not be covered by our earliest round of pre-order stock and may not be ready to ship on release. In addition, regardless of when your order was placed, we cannot guarantee that specific orders will ship on release as this may depend on the workload in our shipping warehouse, Japanese public holidays, office hours, weather conditions and other circumstances outside our control.