Before contacting us the first time, please go over our FAQs. They're FAQs for a reason, so your answer is most likely in them. This saves us valuable time we could be working on your order or updating the website with new products. If you don't find your answer in the FAQs then by all means, we're here to help you out with any questions, concerns or comments you have and we have multiple ways of contacting us listed below the FAQs.

FAQs

Q: Is ____ in stock?

A: Our inventory is constantly flowing in and out of our facility from our various distributors and manufacturers. The inventory on the site that is orderable should be in stock - if it is not, a restock and/or backorder shouldn't be longer than 2 weeks. We try our best to keep our inventory supply as up to date as possible, however every once in a while we get back-to-back orders in for the same product before we can mark it unorderable when it has sold out and/or has a long restocking period. If you should fall into this small category we will contact you ASAP with your options.

Q: The release date of this figure in Japan is different from your ETA date, why?

A: The US distribution of import figures starts roughly a month or so after a product is released in Japan since the Pacific crossing by the slow-poke cargo ships takes roughly a month, and that's after a container of releases has been filled. There can also be delays in customs and such, but after you see a product release in Japan it will be at least a month before we'll get it here, that is how US distributors get the estimated US release dates you'll see on our site since we work with official licensed US distributors instead of Japanese ones. ^_^

Q: I can't order ____ why can't I order it? When will it be available?

A: Products that are on pre-order: stop and/or a long restocking/reprinting/reproduction time period are viewable, but unorderable. Emailing us to ask for it will not change anything, it is unorderable for a reason. For pre-orders that are on pre-order stop, you can email custserve@otakufuel.com to request to be placed on the waiting list and we'll let you know when they arrive if we have extras that you can order. Products that are being restocked, reprinted or reproduced will be orderable again when we receive the restock from the manufacturer and/or distributor. If you are a legacy customer and wish to place a pre-order past its deadline date, we will pre-order it for you, if we can. Please email us the SKU with your request to pre-order it - you will be first allocation if those should occur since you didn't get your order in on time though.

Q: Will I receive a confirmation e-mail when my order ships?

A: Yes, the website automatically emails it to you with your shipment information. If you didn't get one, check your spam folders.

Q: I'm not receiving any of my emails you have sent me, what's going on?

A: There is something wrong with your email. 1st check your spam folders. 2nd add info@otakufuel.com and custserve@otakfuel.com to your safe senders list. Finally, make sure you didn't submit your order with a typo in your email address by either logging into your account or emailing custserve@otakufuel.com with your order # and an email confirmation request.

Q: I'm getting emails saying I have new order notes on my order, but I can't login to see them - what's going on?

A: Generally speaking order notes are for internal processing purposes and you don't need to worry about them, if there is a problem, we will email you directly, not add an order note about it. They are handy if you like to keep an eye on things, but you have to have an account and you have to be logged into your account when you place your order to be able to go back and view them. If that is not the case you can either set up an account and then email us your order number and username and we can add your order to your account, or you can email us your username with your order number and we will add your order to your existing user account.

Q: I put in an order note on my order and you haven't got back to me - what's going on?

A: You can contact us with order notes, we try our best to stay on top of them, but it is not our primary contact. If you absolutely must hear from us, you need to email us. If your request was for a return and/or exchange, and/or damaged shipment report, and/or pre-order cancelation, you MUST email us. We will not process those requests via order notes EVER, no exceptions.

Q: What's the status of my order?

A: Order processing takes 1-3 business days. Business days are MONDAY - FRIDAY, excluding holidays and any other day that shipping companies are not doing business. If it has been less than 3 business days, please don't slow us down by asking us what's going on with your order, just let us work on it. If it has been past 3 business days, check your spam folder and telephone for contact from us about it. Login to your account and check your order notes and finally if there is no indication of what's going on with your order email us so someone can look into it, there is a small possibility that human error was involved.

Q: How long does order processing take?

A: Order processing takes 1-3 business days. Business days are MONDAY - FRIDAY, excluding holidays and any other day that shipping companies are not doing business. EXPEDITED SHIPPING orders are given priority; we will contact you if there is an issue slowing its processing.

Q: Are you going to offer ____ ?

A: Maybe, but asking us about it usually just slows us down in answering customer service emails instead of updating new products on the website that would thus answer your question. If it's not already on the site, give it a couple days. If you want a quick answer you can try twittering us.

Q: What is the purpose of the Special Orders Department?

A: The function of the special orders department is to hunt down rare or hard to obtain items. If you want to special order something, it will very likely be quite expensive since there is a lot of work involved for us and there are usually high costs in obtaining them since in most cases we are ordering the products from other countries (usually Japan) and international shipping is a lot of money. Please only contact the special orders department if you are serious about obtaining that which you are asking us to hunt for, because it's not really a matter of if we can find it or not, it's a matter of how much you are willing to pay to get your hands on rare and/or hard to find otaku items. If you ask us to hunt down items for you and don't order them, yes, you're wasting our time, those that make a habit of this will simply be ignored because we won't take you seriously. Don't email Special Orders if you're looking for a bargain, that's not the purpose of that department it's to offer a service to get hard to obtain items without doing all the leg-work involved. We have good networking, and we can get it, but it costs us a lot of $$$ and that cost will pass to you and therefore cost you a lot too. We've forewarned you of the sticker shock.

Q: Back in ______ I sent a pre-order for _____. It was advertised as being released on ______, however this date has passed and I have not received any news of it being received by you or shipped to me. I was wondering if the release date has been pushed back, and if so, can you tell me what the new one is? Are you really getting this?

A: Pre-order dates are estimated arrival dates. If your ETA date has passed it doesn't mean there is a problem, it just means we haven't received it yet. If it's been a ridiculously long time (like 4 months) and you haven't heard anything from us, or through the grapevine on said product's delays then there might be a problem if you want to ask about it, go ahead - we'll look into it. If the release date has been pushed back, we aren't given a new release date, it just shows up one day, so no, we don't know when it's coming either, just that it's coming. If we're told it's not coming EVER, we'll definitely let you know ASAP.

Q: It's been 24 hours, 48 hours, the whole weekend, and my order still says "pending" is there a problem?

A: Order processing takes 1-3 business days. Business days are Monday - Friday. Its probably been 1 or 2 business days, that doesn't mean there is a problem, it means it is still in the processing queue.

Q: I just submitted my order and you have already charged me $$$$ for it. What is the status of my order? What is going on? ZOMG people are dying!!

A: The shopping cart authorizes payments upon checkout it doesn't actually capture the funds off of your paypal and/or credit card. So please take it easy and relax. We don't capture the funds until the order is ready to ship out and if there should be any complications, we'll contact you, we don't just charge blind for anything. You can confirm this by calling your credit card company if you're worried about it. When we actually capture the funds, you'll get an email about it, we keep you informed every step of the way, you have nothing to worry about working with us. ^_^

Q: I just sent my order with x request and x request and x request. How much more will this cost? What's the status? Why haven't you replied to my emails yet?

A: Special requests take time because someone has to manually process and/or research something you've asked us to do. Additionally, you aren't the only customer asking for these things, so you probably aren't the first in line. Please don't slow us down by spamming our inboxes, we will definitely contact you in roughly 1-3 business days to give you all the information you need to know.

Q: Did you get my email and/or voice mail/txt message?

A:Yes, we get a lot of them. We will get back to you ASAP, but you have to wait your turn. Sometimes, we aren't flooded with CS requests and we get back to you right away. Sometimes we're flooded with them, and you have to wait. Sometimes what you want is really complex and simply takes longer than someone asking a really simple question, so your contact request is taking longer. Don't worry, we aren't ignoring you, we aren't giving you the run around, we're working on it and we will get back to you ASAP. If you haven't heard from us in 3+ business days, then yeah, maybe we didn't get your email/voice mail/txt message, go ahead and check in with us.



CONTACT US

If you are contacting us regarding an order, please include and/or have your order number ready so we can easily reference your information.

We are in California in the Pacific time zone. The best time to reach us is during regular daytime hours on regular business days.

We respond to all customer service inquires. The only exceptions are if a customer is in violation of one of our policies and has lost their privilege to shop with us. If you wish to make a return, exchange or cancelation, the contact MUST be done via EMAIL, we will not process these requests by any other means of contact.

Email:

General: Info@OtakuFuel.com
**BEST CONTACT** Customer Service/Order Processing: CustServe@OtakuFuel.com
Special Orders: Hunt@OtakuFuel.com
Technical Issues/Questions: Webmaster@OtakuFuel.com

Telephone and/or Txt Message: 818-613-3236

Twitter: http://twitter.com/otakufuel

Or if you'd rather, you can fill out the form below to email your questions and comments to us. A representative will respond to you via email or phone as soon as possible. There is no success page that loads after you fill in the form, but don't worry, it works, we got it.

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