11. These questions didn’t help. Who should I contact?
If the above questions don’t help, please contact our customer service.
10. I emailed the customer service, how long does it take before I get an email?
Please expect a response within 24 hours from our representative. Please allow more time during weekends.
9. Do you also ship to my country?
Yes we got love for everybody, we ship to every country.
8. Wrong adress, can I change the address that my order is shipped to?
No, we only ship to the customer’s billing address and we cannot re-route the package. No exceptions. If you entered the wrong city, but your zip code is correct, PostNL will auto-correct this.
7. I made multiple orders today. Can you combine them into one and refund the balance?
Unfortunately, due to volume, we are unable to combine shipments on multiple orders.
6. I just placed an order, can I cancel it?
Unfortunately, we are unable to cancel orders once your order has been submitted.
5. Why am I charged multiple times on my creditcard?
When you complete a checkout, your credit card company puts an Authorization for the order amount on your card. This money has not been paid to Chiba, rather your card company has put a hold on it for you while you check out. If your address information then fails to validate (maybe your shipping and billing addresses aren’t the same), then your payment will be declined. Your credit card company will release the Authorization between 2-4 business days after it is made depending on your bank. If you attempt to checkout multiple times, your card will be Authorized multiple times.
4. My shipped package didn’t contain all of the items that I ordered. Where is the rest?
All orders are fulfilled from either the Chiba showroom or our warehouse. Due to the possibility of your order being fulfilled at multiple locations, you may receive two separate packages with two different tracking numbers.
Additionally we ship exclusive releases from a different warehouse than regular items. You may receive two different shipments (with 2 different tracking numbers) for the same order.
3. When do I get my tracking information?
You should receive a shipping confirmation email within 3-5 days of your purchase, this can be longer during times of extreme volume. If you don’t have it, it’s possible that it got sent to your spam folder. Domestic and international emails will come from [email protected]
2. What about the shipping?
When we have received your order we will send it to you within 1 to 3 business days.
If we are unable to deliver the products within the agreed term, we will notify you accordingly.
All shipping services used by us provide a tracking number and insurance for the cost of you package.
In the event that multiple orders are placed with the same shipping destination and on the same account we are unable to combine shipments on multiple orders due to volume.
1. I did not receive a confirmation email, did my order go through?
On our exclusive releases, order confirmations can be delayed, and often end up being marked as email spam. As long as you received an order number as part of your checkout, then your order has gone through.