Safety and Support
Peace of mind with Otsukai
Otsukai prides itself on its safety and security for all of our users.
When you accept an offer and make payment, Otsukai safely keeps hold of your money until your item has arrived, meaning that you don't have to worry about any potential scammers taking advantage of the site.
Otsukai passes the money on to the Japanese user who shipped your item only after you have told us that your item has arrived safely.
It is impossible for the Japanese users to simply take your money without sending your order, so you can be rest assured that this won't happen!
If you ever experience any of the following, the Otsukai support team will investigate as soon as possible:
- Suspicions regarding item prices
- Suspicions regarding bootleg items
- Items not being shipped in a timely manner (to a certain extent)
- Items arriving damaged
- Receiving different items to the ones you paid for
...or if there is anything else you feel Otsukai should know about, please don't hesitate to contact us.
Otsukai only allows shipping methods which include a tracking number, so as to give both you and the Friend peace of mind regarding the location of the item. We also encourage our users to choose shipping methods which include insurance on the package contents.
You can read more on the shipping methods used on Otsukai here: About Shipping
The Support Team Is Here for You
The Otsukai support team is made up of Japanese and English-speakers all located in Japan. Each member has rich experience dealing with Japanese merchandise (especially anime merchandise!), so feel free to contact them any time if you have any questions.
Perhaps you are not sure how to express what it is you are trying to request and are looking for some advice on what to write. Perhaps you are confused about an offer made to you and would like us to confirm with the Friend. Just let us know!
You can contact the support team by making a new ticket here: Contact the Otsukai support team
Although you can make a ticket at any time, we can only respond during our office hours, which is Monday-Friday 09:00 - 18:00 JST (excluding Japanese national holidays).