Frequently Asked Questions
Welcome, fellow otaku! 🎌
We’ve put together answers to the most common questions to make your shopping experience smooth and enjoyable. If you don’t find what you’re looking for, feel free to contact us on WhatsApp or email — we’re always here to help!
1. Ordering & Payment
How do I place an order?
Through Our Website
- Browse your favourite products.
- Click Add to Cart or Buy Now.
- Enter your delivery details.
- Complete your payment securely through Razorpay using UPI, Debit/Credit Cards, Net Banking, Wallets, or other supported payment methods.
Through WhatsApp
- Click the Order on WhatsApp button on any product page.
- Send us the product name and quantity.
- We'll confirm availability and share the payment details.
- Complete the payment via the approved payment method.
- Once payment is verified, your order will be processed and shipped.
Do you accept Cash on Delivery (COD)?
No. At present, all orders are prepaid.
We may introduce Cash on Delivery (COD) in the future as our services expand.
Is my payment secure?
Yes.
Payments made through our website are securely processed by Razorpay using encrypted payment systems.
For WhatsApp orders, please make payments only through the payment details officially shared by Otaku Haven.
What payment methods do you accept?
We currently accept:
- UPI
- Credit Cards
- Debit Cards
- Net Banking
- Wallets
- Other payment methods supported by Razorpay
For approved WhatsApp orders, UPI or Bank Transfer may also be accepted.
2. Shipping & Delivery
Do you ship across India?
Yes.
We currently ship PAN India.
International shipping is not available at this time.
How long does delivery take?
Estimated delivery timelines are:
- Metro Cities: 5–7 Business Days
- Other Cities & Towns: 7–10 Business Days
- Remote Areas: Up to 12 Business Days
Please note that these are estimated delivery times and may vary due to courier or operational delays.
When will my order be shipped?
Orders are generally processed within 2–3 Business Days after successful payment verification.
Once dispatched, you'll receive your tracking details.
Do you offer free shipping?
Yes.
We offer Free Shipping on all orders above ₹999, unless otherwise stated during promotional campaigns.
How much does shipping cost?
Shipping charges are calculated automatically during checkout based on your delivery location.
For WhatsApp orders, we'll inform you of the shipping charges before confirming your order.
How do I track my order?
For website orders, tracking details are sent to your registered email address after dispatch.
You can also track your shipment anytime through our Track Your Order page.
For WhatsApp orders, tracking details will be shared directly once your parcel has been dispatched.
What if my order is delayed?
Courier delays can occasionally occur.
If your delivery is taking longer than expected, simply contact us on WhatsApp with your Order Number and we'll be happy to check the shipment status for you.
3. Returns, Refunds & Cancellations
Can I return my order?
Returns are accepted only if:
- The product arrives damaged.
- The product is defective.
- You receive an incorrect item.
Return requests must be submitted within 7 calendar days from the courier's confirmed delivery date.
Please refer to our Refund & Returns Policy for complete details.
Do you offer exchanges?
We currently do not offer direct product exchanges.
If your return is eligible, you may request a return and place a new order separately.
What if my product arrives damaged?
Please contact us within 7 calendar days of delivery and provide:
- Your Order Number
- Clear photos or videos of the product
- Photos of the packaging
- The shipping label
An unboxing video is recommended if the parcel appears visibly damaged, as it helps us verify shipping-related claims more quickly.
Eligible claims will be handled in accordance with our Refund & Returns Policy.
Can I cancel my order?
Orders may be cancelled only before they have been packed and handed over to the courier partner for dispatch.
Once dispatched, orders cannot be cancelled.
What if my shipment is lost?
If your shipment is confirmed as lost by the courier partner after investigation, we will provide either:
- A replacement (subject to stock availability), or
- A full refund.
4. Products and Quality
Are your products official?
Unless specifically stated otherwise, the products sold by Otaku Haven are high-quality unofficial fan merchandise.
They are not affiliated with, endorsed by, licensed by, or sponsored by any anime studio, publisher, or trademark owner.
How do you ensure product quality?
Every product is carefully inspected before packing.
We also use protective packaging to help ensure your order arrives safely.
Why does my product look slightly different from the website photos?
Minor variations in colour, paint finish, sculpt details, packaging, or manufacturing are normal and may occur due to production batches, photography, lighting, or screen settings.
If you believe your product is significantly different, please contact us with photos and we'll be happy to review your concern.
Can I request actual product photos before ordering?
Yes.
We're happy to share actual product photographs whenever available. Simply contact us on WhatsApp before placing your order.
5. Pre Orders & Special Requests
How do pre-orders work?
Pre-orders require full advance payment to reserve your item.
Once stock arrives at our warehouse, your order will be shipped as soon as possible.
Estimated arrival dates are approximate and may change due to supplier or logistics delays.
What happens if my order contains both pre-order and in-stock items?
Depending on product availability, your order may be shipped separately.
Can I request a product that isn't listed on your website?
Absolutely.
Send us a message on WhatsApp and we'll check whether we can source it for you.
6. Bulk Orders & Discounts
Do you offer discounts on bulk purchases?
Yes.
We offer special pricing for bulk orders.
Please contact us with your requirements and we'll be happy to provide a custom quotation.
7. Customer Support & Policies
How can I contact Otaku Haven?
WhatsApp: +91 92840 68282
Email: support@otakuhaven.co.in
What are your support hours?
Monday – Saturday
10:00 AM – 7:00 PM (IST)
Sunday
Closed
Messages received outside our business hours will be answered on the next Business Day.
How can I stay updated on new arrivals and offers?
Follow Otaku Haven on our official social media channels and subscribe to our newsletter for product launches, offers, and store updates.
8. Legal & Store Policies
Do you have a Privacy Policy?
Yes.
We are committed to handling your personal information responsibly and in accordance with our Privacy Policy.
You can read our complete Privacy Policy on our website to learn how we collect, use, store, and protect your information.
Do you issue GST invoices?
At present, Otaku Haven does not issue GST tax invoices.
If our GST registration status changes in the future, this information will be updated on our website.