Cancel Policy
ORDER CANCELLATION AT A GLANCE
Order Cancellation
All customers may request a cancellation for any reason within 24 hours of placing the order, provided that the order has not yet been shipped.
Cancellation requests are eligible even if order preparation or packing has already started, as long as the order has not yet been shipped when we receive your first cancellation email and the request is within the 24-hour period.
The 24-hour period is calculated from the order timestamp recorded in our system, using Japan Standard Time (JST / UTC+9). Eligibility is assessed as of the time we receive your first cancellation email, not the time we respond.
If more than 24 hours have passed, or if the order has already been shipped when we receive your first cancellation email, the order can no longer be cancelled under this policy.
How to Request a Cancellation
Please email info@omotenashitcg.com and clearly state that you wish to cancel your order. Include all of the following in your first email:
- Order number beginning with #
- Purchaser's full name
- Email address registered with the order
- Phone number registered with the order
A message stating only that you wish to cancel does not provide enough information to identify your order. To help us respond promptly, please include all the details above from the start.
If information is missing, your order may be shipped before we can identify it and process your request.
A cancellation is complete only after you receive confirmation from us.
Cancellation requests must be sent by email. The account-based Return Request process is for returns of delivered items, not for order cancellations.
Email a cancellation requestPre-Order Items
Pre-order items are subject to the same 24-hour and pre-shipment cancellation conditions as in-stock items. The period runs from the order timestamp recorded in our system, not from the release date or scheduled shipping date.
Orders That Have Already Shipped
Once an order has been shipped, we may be unable to stop or recall the shipment, and it can no longer be processed as a pre-shipment cancellation.
If a delivered item is defective or you received an incorrect item, please review our Return & Refund Policy, click the Return Request button on that page, log in to your account, and submit a return request for the relevant order and item.
Returns are subject to the eligibility requirements and deadlines stated in that policy. Any mandatory withdrawal or return rights available under applicable consumer protection laws will continue to apply.
Price Changes After Purchase
Due to the nature of trading cards and related collectible products, prices fluctuate continually because of promotions, currency fluctuations, market conditions, and other factors.
The product price accepted at the time of purchase applies to your order. If the price changes after purchase, we do not refund the difference or provide compensation through points, discounts, or other price adjustments.
Customers may still request a cancellation during the eligible 24-hour and pre-shipment cancellation period. A price change does not extend that period or create a separate right to cancel outside it.
Import Duties, Taxes, and Customs Refusal
Customers are responsible for paying any import duties, taxes, customs charges, or other fees that were not collected at checkout, as well as completing any customs procedures required for delivery.
If an order is refused, rejected, or left unclaimed because the customer did not pay the required charges or complete the required customs procedures, the order cannot be cancelled while it is in transit.
If the package is returned to us, we will review the condition of the returned items. Where a refund is approved, the original shipping cost, return shipping cost, customs duties, taxes, storage fees, carrier charges, and other non-recoverable costs may be deducted from the refundable amount, to the extent permitted by applicable law.
If the package is abandoned, destroyed, disposed of, seized, or otherwise not returned to us, we may be unable to issue a refund. If the applicable costs equal or exceed the refundable amount, no refund will be issued.
If duties or taxes were collected at checkout, including orders shipped on a Delivered Duty Paid (DDP) basis, please contact us before refusing the shipment so that we can investigate the issue with the carrier. The above deductions will not apply to charges caused solely by an error on our part, and we will provide an appropriate resolution based on the circumstances and applicable law.
Fraudulent or Abusive Cancellations
If we reasonably detect repeated or intentionally abusive cancellations, including repeated order-and-cancel activity or suspected misuse of payment systems, we may restrict or deny future purchases.
This provision does not limit any rights available under applicable consumer protection laws.
Cancellation by Us
We may cancel all or part of an order before shipment due to inventory shortages, obvious pricing or listing errors, payment issues, suspected fraud, legal restrictions, shipping restrictions, or other circumstances that prevent us from fulfilling the order.
If we cancel an order or part of an order, we will issue a full refund for the cancelled amount, including any applicable shipping charges and taxes paid for that portion, to the original payment method.
Refund Processing
Approved refunds will be issued to the original payment method. For an eligible pre-shipment cancellation, we will refund the full amount paid for the cancelled order.
Refunds related to customs refusal or unclaimed shipments may be subject to the deductions described above.
Once we initiate the refund, it may take up to 10 business days for the refund to appear, depending on the processing schedule of your bank, credit card company, or payment provider.
For credit card payments, the refund may appear as a cancellation, reversal, or credit on your card statement rather than as a cash payment.
Applicable Consumer Rights
Nothing in this policy excludes or limits any rights available to customers under applicable consumer protection laws. Where mandatory local law provides additional cancellation, withdrawal, return, or refund rights, those rights will apply.
Other Inquiries
If you have any questions about cancellations, please email info@omotenashitcg.com. For defective or incorrectly delivered items, please use the Return Request process described in our Return & Refund Policy.