FAQ

Q. When do you open?

A. 09:00 ~ 18:00 Japan time.

Saturdays, Sundays and Japanese holidays are closed.

Q. What's the payment currency?

A. Every payment transaction at AkibaFarm are handled in only Japanese Yen.

We display the expected dollar amount, but it's not accurate.

If you pay in a currency other than JPY, it will be automatically corrected at the exchange rate that changes every day.

If your order doesn't arrive for too long, at first, check the status by entering your tracking number on the Japan Post website. (Click here)

In other case, our delivery system is international delivery, it may be stopped at customs or the post office around you. To contact them first can be helpful for you.

Also, EMS or Registered ePacket are usually delivered and receive your confirmation, but other unregistered shipments may be left at the door of your house. Please check them out.

If you have checked all these and still can't find your package, please contact us first. We will help you solve your problem immediately.

If you apply for your credit card company's chargeback first, there can be delays in our processes.

Please feel free to contact us anytime if you have any problem or question about this case.

Q. What are reward points based on?

A. The amount purchased is based on. Earned in Japanese Yen, excluding shipping cost.

Your points are earned at 2% and you have the chance to earn more points than usual by holding regular events. Please check it out!

Q. Why does the dollar-based price change sometimes?

A. All AkibaFarm's payments are based on Japanese Yen(￥).

So we regularly refresh the JPY-USD exchange rate, which can affect the displayed dollar price.

Generally we refresh exchange rate at AM 9:00~10:00 in Japan time.

Q. Are your products 100% authentic?

A. AkibaFarm is a registered company by the government of Japan as a online retail store.

We supply 100% authentic goods from wholesalers and manufacturers as a general partnership store in Japan.

Our motto is to provide you with the hottest and newest and most popular genuine products in japan, and we always do our best make reasonable price.

Q. Can you remove the external package for me?

A. Of course it's possible.

Let me show you contents in the actual Onahole's package. (This is [Moe Trinity Hard Onahole])

Generally in the Onahole package, there are 2 products inside, Onahole body and small lube for using 1~2 times.

If you want to remove the external package, we'll pack only body and small sample lube in your parcel.

External box, plastic blister(if body doesn't wrap with plastic bag, we will send it with blister), (if it include) manual or brochure will be removed.

※ Generally, small sample lube included in Onahole, but some products don't. And if lube is Anime-illustrated, we will not send it.

Q. After I order, what kind of e-mail will be delivered?

A. Please look this screen shot.

This is the order form you will receive by email after your order.

The e-mail arrives almost immediately when you place an order, with the full name of products and shipping address on the order form. Sometimes it contains sensitive words.

After shipping, you will receive new e-mail with tracking number in same form.

Please treat your email personally. We recommend ordering when you have private time.

This email will be sent to you automatically. If you have any questions about the mail, please do not reply directly to it. We can receive e-mail from direct reply, but it may occur errors sometimes.

If you have any question about this, please contact from this e-mail address. ([email protected])

Q. How do I change/cancel my order?

A. Sorry but as this is an international shipping, your order cannot be changed/cancelled after shipment.

Before shipping, cancellation is possible. Please feel free sent e-mail to us. ([email protected])

If you want to make a change your order, please cancel your order once and reorder.

Q. I received the product but there is missing/damaged content.

A. Please contact us by email and we will check and process it immediately.

In case of damage, please take a picture and send it to us for faster processing.

Q. My order has been taxed. What should I do?

A. We cannot determine whether the order is subject to local customs in your country.

Please follow the customs payment procedure according to the import regulations of each country and local customs.

Q. I have a tariff about my order, but I can't pay it. Can I return products?

A. We do not accept returns or refunds due to payment of customs duties.

Please check the tariffs of each shipping country/region before ordering.

Q. Can you give me the price on the invoice that is lower than the actual price?

A. It is impossible to write anything different from the facts.

AkibaFarm complies with Japanese law.

Q. My order was delayed before shipping. Why is this happening?

A. Although we have close ties with each brand and wholesaler, sometimes it takes a little longer than usual for some goods to be supplied.

In this case, we will contact you by e-mail separately. You can cancel the delayed item for faster shipment, or choose to wait.

Q. How can I use my points?

A. There is space to enter points in the amount on the right side of the Checkout page.

Points are applied to the discount in Japanese yen.

If you cannot use or cannot find it, please contact us.

Q. What kinds of payment method can I use?

A. Only VISA, Master, JCB credit cards are available.

Some debit cards can be available, but it's very different with each banks.

If you used a debit card and were denied, try another debit card or use a credit card.

If your credit card is JCB, the payment name will be 4~6 letters of English and numbers that randomly selected.

(for example, [Oct.15 : HCY BST $49.99] like that)

If VISA or MasterCard, it will be "AkibaFarm".

This will change to another letter in the near future. (For example, as our company name "KW JAPAN", etc.)

Q. Which shipping options can I choose?

A. All AkibaFarm's products will be shipped via Japan Post.

You can choose one of four shipping options: EMS, SAL and 2 kinds of e-Packet.

Q. Does your shipping discreet?

A. Let me show you our actual default packaging box.

We ship your package totally discreet.

The box is a plain paper box without any logo or text for your privacy.

There are icons at top right of the wide side, which are the international handling symbols(ex. fragile), and do not provide any information about the contents of your parcel.

This box is thick and hard enough and will protect your product with a cushioning material inside.

Your shipping note will be attatched to the surface of the box, but we simply write the name of all the contents as "Toy Figure (No battery, adhesive, alcohol)" unless you have a special request about it.

And of course, you can ask us to send you only the contents of Onahole without any external package or manual. In this case, we’ll send only Onahole with sample lube if it’s included in the box.

If you have any special request about your shipping or packing, please feel free to write about it in a comment box at the checkout menu when you order.

Q. Will shipping costs increase if I purchase multiple items?

A. The number of items and shipping charges are not relevant.

However, shipping costs may increase depending on the weight of the product.

Q. There is only EMS for the shipping options I can choose. What happened to me?

A. Other shipping options except EMS have a weight limit of 2kg and a volume limit of 90cm.

And in some countries, ePacket or SAL are not delivered.

If exceeded, non-selectable options will not be shown automatically.

We are really sorry, but please choose EMS or try to reduce the number of products.