SHIPPING AND DELIVERY
- Why can't I find your products in physical stores?
Naruto Merchandise® only sells unofficial custom made products. Unlike other sellers, we don't lie to our customers about the legitimacy of our products and we refuse to sell counterfeit products as we respect Naruto rights owners and their businesses. That is why you will never find fake Figures or copies marketed as official products on our store.
We want to be as transparent as possible with our clientele and we do believe that our goal is to offer all our customers the best service possible as long as our store will please them and as long as it will be accepted by Viz Media that we do respect and thank for their work on the Naruto franchise. We are, as our customers, true fans of the Naruto & Boruto series and want to support them by offering all Naruto fans the best products to live up their passion to the fullest.
Therefore, we do thank you for all of your support on making our dream reality and we promise you to always look up for you to offer you the best customer's experience possible.
Again, thank you.
- Do you ship to all countries?
Yes, Naruto Merchandise® ships its products all around the world with Free Shipping!
- How much does the shipping cost?
Naruto Merchandise® offers Free Shipping Worldwide to all the countries in the world.
- When will I receive my order?
The treatment of your order and the manufacturing of the product by our team requires 20 to 25 working days.
But please be aware that for some countries (South America, Russia, Eastern and some Southern Europe countries), the shipping carriers may take more time to deliver your parcel, in most cases the deliveries for these countries take 25 to 30 business days.
We do our maximum for you to receive your order as fast as possible!
- Can I track my order?
As soon as your order has been dispatched, you'll receive an update by e-mail with the tracking number.
- Why is the shipping taking that long?
All the products sold at Naruto-Merchandise.store are manufactured on demand to ensure our customers the best quality available. Therefore, we ask our customers an average of 2 days of delay to complete the productions of all the products. Once your order has been passed on to the carrier, you will receive an uptdate by email with the tracking code.
Generally, our average ETA to USA is about 10 working days once your package has been shipped.
If you have received a tracking code and can't track your order with it, here are some reasons:
- The carrier hasn't accepted your package yet
- The carrier hasn't scanned or entered the tracking information in the system
- Your package was posted a long time ago, therefore the tracking information is not available anymore
- I've received my order but it's missing something!
If your order includes multiple items, it is possible that they are sent separately. As we proudly say, every product that you order to us is personally produced for you and directly shipped without any delay. Depending on the speed rate of the production capacity, some products may arrive before others so that you don't have to wait for the last ones.
Do not worry, the rest of your order will arrive shortly!
RETURNS, REFUNDS & CANCELLATIONS
- I've placed an order, but I want to do some modifications
Yes, you can modify your order in your customers account as long as your order is not "processing"
- I've placed an order, but I want to cancel it
Of course, you can cancel your order at any time without any fee as long as we are not processing it. If your order says "processing", a cancellation fee of 40% will be deducted from the order subtotal.
On the opposite, the cancellation of an order that has already been shipped is not possible.
- Can I return my order for refund or replacement ?
Due to the production method that we use, we cannot accept any returns. We are only able to accept a return in case of proven product defect.
All of our products pass high quality controls before shipping. However, if your item is subject to any manufacturing default, then please send us the following informations* at email@example.com :
- Customer Name
- Order Number
- Pictures of the item received (as much explicit as possible)
- A brief explanation of the issue
We will examine the case and notify you via email, within a reasonable amount of time, whether you're entitled to a refund or a replacement.
*Please be advised that if one of the requested elements is missing it'll not be possible for us to process your request
- I've ordered the wrong size
All our clothing have a specific size guide to avoid our customers this kind of inconvenience. Our team took care to measure each article and add the corresponding informations in each product description. Therefore, the buyer assumes full responsibility for products too small or too large. Nevertheless, we know that buying such an item can cause great frustrations.
Do not hesitate to contact our customer support by email at firstname.lastname@example.org
- What payment methods do you accept?
Your banking information are not communicated to us in any case. All payments are protected by 128-bit SSL encryption system. We do not accept checks for the moment.
We accept :
- Credit cards & Debit cards (American Express, Visa, MasterCard, ...)
- Online payment services such as Paypal* or G2A Pay *
- I've received custom/duty fees
Naruto Merchandise® ships its products worldwide legally. Our experience is that generally you're not required to pay any custom or duty fee, as we ensure to mark all of our merchandise as low-value products.
As custom and duty fees depend on the law of your country, Naruto Merchandise® declines any responsibility.
- Where are you established?
We are established in Kowloon, Hong Kong Islands.