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How do I contact Kitsu?

You can contact us here or email us at support@getkitsu.com where our customer service team will be happy to help you with whatever you need!

Do you ship worldwide?

Yes, we ship each product worldwide, unless stated different on checkout.

Where do you ship from?

We ship from our warehouses in Osaka, Japan.

Can I change or cancel my order?

As we aim to process order as fast as possible you must request any changes/cancellations within one business day of your order. After this time your request will be denied. However, your order can be returned for a full refund after it is received.

Which payment methods do you accept?

We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal payments.

When will my order be processed?

All order are handled and shipped out from our warehouse. Please allow extra time for your order to be processed during holidays and sales seasons. We process order between Monday and Friday. Orders will be processed within 1-3 business days from the order date and shipped the next day after the processing day.

How long will it take to receive my order?

If you don't receive your order within 60 days, you are eligible for a full refund.

Will I be charged with customs and taxes?

The prices displayed on our site are tax-free US Dollars, which means you be liable to pay for duties and taxes once your receive your order. Import taxes, duties and related customs fees may be charged once your order arrives to its final destination, which are determined by your local customs office. Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.

How do I return an item?

Please contact us here or via email at support@getkitsu.com

What if the item(s) I received are defective/incorrect/damaged?

Please contact us if you have received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.

When will I receive my refund?

All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account. It may take some time before the refund is deposited to your account.

Do you offer Box Removal?

Yes, we do offer Box Removal for majority of our products. Select our Box Removal Service for toys to give you extra privacy. This is a recommended option for residents of certain countries or shared living situations.