FAQ

About us


Where are your products come from? Are your products authentic?

A: Our products are all come and directly ship from Japan from official suppliers. We guarantee all products are Japan products and 100% brand new with original packages. For limited products, we always order directly to Premium Bandai Japan, Dengekiya, Kotobukiya, Aniplex+ etc.

Do you provide free shipping?

A:Yes, we provide free shipping for all products except figures, for orders over $40. All free shipping items will also have online tracking code and we will send an email with tracking code when shipping out. If you choose free shipping, the package will need 7-14 days to arrive your delivery address.

Since figures did not have a standard weight and mostly are heavier than character goods, normally we will not provide free shipping for figures. You can select EMS or Air Small Packet when buying figures.

I cannot found what I want!

A: You can email or twitter us if you cannot found what you want, if those products are available, we would place them on our website as soon as possible.

Do you have any special offer for me?

A: Sure. We would have early bird preorder offers for preorder products, within the preorder deadline, you can get up to 20% off.


Payment


What payment method did you accept?

A: Currently we will accept PayPal and credit card payments. We support Master Card, Visa, JCB, Discover and Amercian Express and you will pay when we ship out if you select to pay by credit card. For PayPal payment, we will charge you immediately.

Please note that customers are responsible for import duties, taxes, tariffs, or custom clearance fees in their country. These fees and charges are not included in the item price and shipping costs.

Will you store my credit card information?

A: No. We will not store any credit card information of yours. Instead, all information are stored at Braintree (a PayPal company) servers. Therefore we also cannot change your credit card details.

Why does my card keep getting declined?

A:There are a lot of reasons why a card may be declined, this can include there not being sufficient money on the card, the billing address is incorrect etc.

If you encounter these problems, please feel free to contact us, we will try to check our payment gateway records and inform you where the problem is. In our experiences, normally this is an issue from your bank, in this case, you will need to contact your bank by yourself.


Preorder


Why should I place preorder?

A: Since toys have strict deadlines, we suggest you pre-order before the deadline set by manufacturers.

Fulfillment will not be guaranteed if you place order afterward. Once the item is available, we will ship it out to the address you provided immediately with email notification. Should you have any other questions after you purchased the pre-order items, please feel free to contact us.

If I place an order after preorder deadline, can you guarantee stocks for me?

A: For some items, we can guarantee stocks for you. However, for most of the cases, we cannot 100% guarantee your stock. Therefore we suggest preorder within the deadlines.

We would cancel and refund to you immediately if your orders are not available.

If I place an order for preorder items, when will you bill me?

A: If you place a pre-order for the product that has not yet been released, we will charge your credit card via PayPal or your PayPal account immediately. Due to Paypal's policy, we cannot hold a payment for more than 30 days. In order to process your order and reserve items for you as soon as possible, we would capture your payment when you place orders.

For credit card payment not through PayPal, normally we will charge you after shipment. If we cannot settle your payment, we will send a PayPal payment request link to you for payment. If your order amount is >US$200, we will charge before 1-3 days of shipment to ensure you have sufficient funds.


Delivery


What delivery method did you offer?

A: We offer EMS and Air Small Packet (International e-Packet) from Japan Post. For Free Shipping products, we would select Air Small Packet, which is a fast and economic method with online tracking (6000JPY insurance included).

The differences between them are:

EMS

Estimated delivery time (varies by country) : Generally 3-6 days
Online tracking: Yes
Compensation for loss or damage: Yes, up to 20,000 JPY
Restrictions: EMS service not available to all countries

Air Small Packet

Estimated delivery time (varies by country) : Generally 1-2 weeks
Online tracking: Yes
Compensation for loss or damage: Yes, up to 6000 JPY
Restrictions: May not be available to all countries

Both are reliable and fast delivery method for your orders and we would provide tracking code to you after delivered. If you would like to change your delivery method to other carriers, please contact us before ordering.

NOTE: Your shipping method may be changed by our store if your order is not eligible to be shipped by your chosen method.

Will I receive an email confirmation of my order and tracking information?

A: You will receive an email notification following your order immediately. Once your order has shipped you will receive another email containing your tracking info and a message notifying you that your order has shipped.

I wrote my shipping address incorrectly! What should I do?

A: If your order has not yet been paid for or shipped, please correct the error through your Account Page and contact us as soon as possible. Please always double-check the shipping address before submitting payment for your order. If a package is returned to us due to an incorrect shipping address, we will request you to cover shipping charges for re-delivery.

If we already ship out, you can ask your post office about our tracking code and ask for changing address.

Can you mark my package as "Gift" or lower the declared value?

A: Sorry, we must follow the rules regarding retail companies sending international shipments, therefore we cannot mark your item as "Gift" or lower the value.

Moreover, the shipping method we provided (EMS and Air Small Package) would have JPY20,000 or JPY6,000 insurance. If we declared the lower value, we would not able to claim the full loss if your package is damaged or partly missing.

 


Refund and Returns


Do you accept returns or exchange to another version?

A: All sales are final and we do not accept returns or exchange to another version. If you suspect you get defective items, please contact us via support@blacknovatoys.com or use the contact form in our shop for further actions.

My product arrived damaged. What should I do?

A: If you think your package is damaged, please take pictures first and do not open it. Also, contact us within 7 days of your package's arrival and prepared to share photos or a video of the damaged product(s). We would contact you as soon as possible.

For EMS shipments, if your order has been damaged during shipment, please file a damage report with your local post office. Once you have signed the applicable document and received a copy, please forward a scan of it to us. We will then be able to file for insurance compensation with Japan Post.

I have other questions!

A: Please email us or conact us via contact form, Facebook or Twitter.