Common queries answered
Frequently asked Questions
Orders are processed within 1–2 business days after payment confirmation and shipped via J&T Express. Since we ship from Mindanao, estimated delivery times are:
- Within Mindanao: 1–3 business days
- Visayas: 3–5 business days
- Luzon / Metro Manila: 4–7 business days
We accept returns within 7 days of delivery for items that are damaged, defective, or incorrect. To be eligible, the figure must be unused, in its original packaging, and accompanied by proof of purchase.
Important: we require a clear, uncut unboxing video as proof for all damage, defect, or wrong-item claims — please record yourself opening the package from the moment you receive it, showing the intact shipping label and the sealed parcel before opening. Claims without an unboxing video may not be honored.
Because anime figures are collectibles, we’re unable to accept returns due to change of mind once the item’s seal or box has been opened. Please note that minor imperfections on the outer box (small dents or shelf wear) from manufacturing or transit are normal for collectible figures and are not considered defects. To start a return, contact us at support@shonenden.com with your order number, photos, and your unboxing video.
If your order hasn’t shipped yet, contact us right away at support@shonenden.com or through our contact page with your order number and the correct address, and we’ll update it for you. Once an order has been handed to the courier, we’re no longer able to change the delivery address. You can also update your default address anytime under My Account → Addresses.
Once your order ships, you’ll receive an email with your J&T Express tracking number. You can track your parcel anytime on the official J&T website (jtexpress.ph) or through the J&T Express mobile app. You can also log in to your account and go to My Account → Orders to see status updates. If your tracking hasn’t updated within 3 business days of receiving your shipping confirmation, feel free to reach out to us.
You can reach us through any of the following:
- Email: support@shonenden.com — we reply within 24 hours on business days
- Contact form: available on our Contact Us page
- Social media: message us on Facebook / Instagram
Our support hours are Monday–Saturday, 9 AM–6 PM PHT.
Contact us immediately with your order number and the correct address. If the order hasn’t shipped yet, we’ll gladly update it. If the package has already been dispatched, we’ll do our best to coordinate with the courier, but we can’t guarantee redirection. Orders returned to us due to an incorrect address can be reshipped, though a reshipping fee may apply.
We currently ship within the Philippines only — nationwide, covering Luzon, Visayas, and Mindanao, via J&T Express. Shipping rates are calculated at checkout based on your location and package weight. We don’t offer international shipping at the moment, but we may expand in the future, so stay tuned to our announcements!
Whenever possible, yes — we consolidate orders into a single package to save you on shipping. However, if your order includes both in-stock and pre-order items, the in-stock items ship first and pre-orders follow separately once released. Large or fragile figures may also ship individually with extra protective packaging to make sure they arrive in perfect condition.