Frequently Asked Questions

1 - About our shop

2 - Shipping

3 - Any unexpected issue?

4 - Preorder

5 - Miscellaneous

6 - Loyalty points

1 - About our shop

Q : Are your items all original?

A : Yes.  As a Japanese retailer, we are at war against bootlegs and other counterfeit products. If you have any doubt about one of your ordered item, please immediatly contact us at info@ninoma.com.  Aounce of prevention is worta pound of cure.

Q : Are your items all brand new ?

A : Yes, you will never receive an used article. We check all our item condition before any shipping is made. 
About the old edition of some figures, as an example, we check that there have never been opened in the past and that the whole item condition is adequate from a collector point of view.

Q : Who are you? ?

A : We're a young Japanese start-up specialized into export and import, located in Fukuoka.  

2 - Shipping

Q : Where my order is sent from ?

A : Our offices and shipping center is located in Fukuoka City, Japan. 

Q : Do you ship worldwide?

A : Yup.

Q : Which is the best shipping method ?

A : If the shipping speed is not an important matter for you, we highly recommend the Economy or Economy Small package method.

Q : Who is in charge of the shipment?

A : Every sent parcel is managed and monitored by the Japan Post, and then your national postal service once the package is transiting in your country. About the EMS method, it depends on the affiliate service in your own country.

Q : Where can i monitor my order tracking ?

A : You choose a Japan Post shipping method? Please enter your tracking number here : https://trackings.post.japanpost.jp/services/srv/search/input?locale=en

     You choose EMS shipping method? Please enter your tracking number here : http://www.ems.post/tracking

Q : I have a special request about my order.

A : You can mail us at any time before, during or after your placed your order at the following e-mail address : info@ninoma.com.

Q : How long does the handling take before my order is shipped ?

A : The average time is within 2-3 working days. However this duration may very depending on the product, as some of our suppliers are only working by using weekly shipment to our stock. On each item page you can check what is this delay. 

We fully understand that these delays are a con regarding our fellow competitor online retailer, but that's also our way to deal with the best prices for each of our products.

Q : I want to order many items.  Should i choose to group all my items in a big parcel or to be sent several small packages ?

A : If your order package is huge, there are high chance that the parcel will be stopped by the custom office once it arrived in your country. We usually recommend to proceed to shipping procees once your shopping cart has reached a 4 or 5 item limit .

3 - Any unexpected issue ?

Q : My package is late!

A : If you still have not received your package once the theoretical delivery date is reached (please consider the handling + shipping duration), send us an email at info@ninoma.com.

Q : My package is blocked at the custom office!

A : Your country custom office or postal service should get in touch with you very soon to tell you how to unlock your order. 
If you need any document to be issued by our support desk, you can mail us at info@ninoma.com.

Q : My order arrived ... some of the items are broken!

A : We do our best to wrap and protect your items in the best possible way, either if there are brittle or not. If some of your ordered item broke during the shipping process, please mail us and enclose your order number and pictures of the broken items .

Q : My order arrived ... one of the items has an obivous flaw / vice!

A : Please mail us and enclose your order number and pictures of the flawed items at info@ninoma.com.

Q : My order arrived ... i highly suspect one of the item to be a bootleg or counterfeited.

Red Alert! As previously written, we are at war against bootlegs and other counterfeit products. If you have any doubt about one of your ordered item, please immediatly contact us at info@ninoma.com.  Aounce of prevention is worta pound of cure.

In any of the previously given case, our vigilance is the best defense against these potential issues. We will treat your case ASAP and with the best and appropriate means. 

4 - Preorder

Q : How does the whole preorder system work?

A : At the moment, the payment should be proceed once the preorder has been done. In any case you can cancel your preorder by mailing us until 7 days prior to the product release date.
Just mail us at info@ninoma.com. If you have more than one item in your preorder shopping cart, it will be shipped once the item which gets the latest release date has been delivered to us.

Q : I made a preorder in the past but my shipping address changed. 

A : Please mail us at info@ninoma.com, we will switch the old shipping address to the new one without any problem.

5 - Miscellaneous

Q : How can i stay in touch about the latest and incoming release?

R :  Get a look at our Facebook page. We will soon regularly communicate about our products in English.  

Q : Why the displayed price on the final Paypal transaction page is different from the website cart page?

R : All transactions are made in Japanese Yen, local currency equivalent are given as information only and updated on a daily basis. Paypal uses its own change rates for euros, dollars and other international currencies.

      The price in Yen should not differ between your checkout and the one displayed on Paypal.

Q : Why some of the catalog prices widely vary from day to day? 

 R : First of all, preorder price shall not change in most cases. In other cases, these are indeed subjected to a very frequent update, as we have many different Japanese suppliers that we trust. You can use the wishlist as a way to monitor price variation.

Q : This figure is really old, how can you be sure its in a good shape? 

R :  About these old figures or items, we spent a precious time to select reliable and careful Japanese suppliers. We will not add items in our catalog that could arrive in a poor condition.

Some of the really old (+ 5 years) packaging may have suffer from the natural consequences of time, but we make sure in this case that the overall condition remains more than acceptable from the collector point of view6 - .

6 - Loyalty points

We recently designed a new loyalty point system. How does it work ? That's quite simple. 

- Whenever you buy a product, 1% of the item price will be credited to your account in loyalty points. Some special items multiplied these points by three or five! Look for the special red and yellow labels.

- When you check out, you will be able to see how many points you collected so far and its real money equivalent value. Here you can input the number of points you wish to apply on your shopping cart in order to get a discount. 

- On your account page, there is a sum-up of all won and spent points. 

- Preorders are not eligible for loyalty points gathering.