User's Guide

What is KOTOBUKIYA US ONLINE ?

KOTOBUKIYA US ONLINE is the official online store of Kotobukiya, a Japanese manufacturer of figures and plastic models, dedicated to customers in the United States.

We offer a wide range of high-quality Kotobukiya products, including figures of anime and game characters, as well as original plastic models like "Frame Arms Girl" and "Megami Device”.

  • Some products come with exclusive purchase bonus items only available at our store!
  • We also offer many exclusive items that cannot be found elsewhere!
    You can view the Limited & Bonus Items here.
  • Pre-order popular new items!
    As an official Kotobukiya store, you can shop with confidence.

For the latest updates on our store, check out the following:

 

Membership

To order or pre-order products at KOTOBUKIYA US ONLINE, membership registration is required. Please register here. Please note that for registration you will need to provide the necessary information and agree to the membership terms.

You can find details on our Privacy Policy here.

Registration

  • Only one account per person is allowed. If you accidentally created multiple accounts, please contact us using the inquiry form.
  • Individuals considered minors under applicable laws at the time of registration cannot register as members.

Updating Membership Details

  • You can update membership information such as the registered address through My Page.
  • Changing your registered address from "Addresses" button in "My page", DOES NOT automatically update the shipping address for previously placed unshipped orders.
    Address changes for unshipped orders must be made via your order history.
    For more information, please refer to the Shipping policy page.
  • Please note that if you use Google Pay and Apple Pay payment methods, the address registered in those services will automatically be set as the shipping address. Please make sure that the address registered with Google Pay or Apple Pay is correct.

Forgot Login Information?

  • If you have forgotten your password, please reset it here. Your registered email address is required.
  • If you have forgotten the registered email address, contact us via the inquiry form.

Account Deletion

  • To delete your account, please contact us via the inquiry form. However, if you have unshipped orders, account deletion requests cannot be accepted.

Newsletters

  • Your registered email address can receive our newsletters. For more details, please refer to the “Email Notifications” section of this guide.

 

Products

Limited & Bonus Items

  • We offer numerous limited and bonus items that are unavailable elsewhere.
    View the Limited & Bonus Items here.
  • Products with bonus items are labeled as "Bonus Item".
  • Exclusive items and bonuses may occasionally be sold or distributed outside of our direct store during events or special campaigns, or in our exclusive partner stores. 

Pre-Order Items and In-Stock Items

Products available in our store are categorized into two types based on their availability status:

  • Pre-order: Items not yet released or in stock. The "Pre Order" button is displayed.
  • In-stock: Items already released and available in our inventory. The "Add to Cart" button is displayed.

Product Pricing

Prices displayed on KOTOBUKIYA US ONLINE exclude taxes and shipping fees. The final payment amount, including the applicable taxes, will be shown at checkout.

Wishlist

Add an item to your Wishlist by clicking "Add to Wishlist" on the product page while logged in to your account. You can view your Wishlist here.

Purchase Limitations

Some items have purchase quantity limits, which are indicated on the product page.
Certain items may also have purchase limits that apply to all current unshipped orders. Orders exceeding these limits will not be accepted.

 

Orders

Orders cannot be placed via phone or email.

Order Modifications

After an order is confirmed, the following cannot be changed:

  • Item quantity
  • Items cannot be exchanged for other products
  • Cancelling one or more items from the order with several units
  • Payment method, coupon/discount applications
  • Combining or splitting orders

For delivery address changes, please refer to the Shipping Policy.
To cancel your order, refer to the "Cancellations" section in this guide.

Group Shipping

Items can be shipped together if:

  • Pre-order items are scheduled for release in the same month.
  • Multiple in-stock items are ordered before the order is confirmed.

If two items that cannot be shipped together due to different release dates are in the same cart, please adjust your order and checkout separately. 

 

Payments

Payment Methods

Payment via credit card (Mastercard/Visa/American Express/Discover/Diners Club), Shop Pay, PayPal, Google Pay, Apple Pay and Amazon Pay are accepted.

Payment Timing

  • Payments are processed at the time your order is confirmed, regardless of whether the items are pre-orders or in-stock. Contact your credit card company for details on the payment schedule.
  • After an order is confirmed, the payment method cannot be changed.
  • Orders are not confirmed until the payment authorization process is complete. Network speed and connection or closing the web page/browser prior to the authorization process completing could result in the system not being able to complete the order or may void the transaction.

Coupon Codes

  • Apply coupons at the checkout page in the "Discount Code" field by clicking "Apply." Please review the terms and conditions of each coupon carefully before using it.
    *Certain coupons may not require manual application at checkout.
  • Coupons cannot be added, canceled, or modified after the order is confirmed.

 

Delivery

Please refer to our Shipping Policy page.

 

Cancellations, Returns, and Exchanges

Cancellations

  • You can cancel your order via “My Page” within 24 hours of order confirmation. 
    Please note that this rule also applies to pre-ordered products, pre-ordered items can be cancelled only within 24 hours of order being confirmed (not release date).
  • Cancellations cannot be reversed. Please consider carefully before canceling orders.

Returns, and Exchanges

For returns and exchanges, refer to the Return/Refund Policy.

 

Email Notifications

Order-Related Emails

  • A confirmation email will automatically be sent when an order is confirmed.
  • Once your order is shipped, we will send you a shipping confirmation email with a tracking number.
  • If you do not receive our emails:
    • Check your spam/junk folder.
    • Ensure emails from "@kotobukiya-us.com" are allowed.
    • If you still experience issues, feel free to reach out to us using the inquiry form.

Newsletters

Newsletters will be sent to the registered email address if the "Subscribe to our newsletter" checkbox is selected during registration or in "My Page" settings.

  • Newsletters provide updates on new products, campaigns, and recommended items.
  • You can unsubscribe anytime from "My Page”. However, due to system constraints, newsletters may continue to be sent for a short time after unsubscribing.
  • Order-related emails will be sent regardless of newsletter subscription status.

 

Contact Us

Please visit our FAQ section for common inquiries.
If the issue is not resolved or addressed in the FAQ, please contact us via the inquiry form.

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