Common purchase queries answered
Orders and Shipping
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
Click the Account icon at the top of the page and select Register. You only need your name, email address, and a password. Having an account lets you track orders, view your purchase history, save your shipping details for faster checkout, and get early access to pre-order announcements. You can also check out as a guest if you prefer.
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.
No. We never store your credit card details on our servers. All payments are processed through secure, PCI-DSS compliant payment gateways such as [PayPal / GCash / Maya / your payment providers], and your card information is encrypted end-to-end during checkout. We only keep your order and shipping details needed to fulfill your purchase.
All prices displayed on our store are in Philippine Pesos (₱) and are inclusive of 12% VAT where applicable — the price you see is the price you pay. The only additional cost at checkout is the shipping fee, which is calculated based on your location.
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.
If you need to swap an item
Returns and Exchanges
We accept returns within 30 days of delivery when something is genuinely wrong with your order — a defective figure, a figure damaged in transit, the wrong item, or a missing item. In those cases you can choose a replacement of the same figure or a full refund, and we cover the return shipping. There’s never a restocking fee.
Two things we can’t accept back: change of mind, and box or packaging damage where the figure inside is fine. Retail boxes pick up dents, creases, and shelf wear on the long trip from Japan — we sell the figure, not the box. Please choose carefully before ordering, and message us first if you’d like extra photos or measurements.
Refunds and replacements are released once the item is back with us and inspected.
Sorry about that — we’ll sort it out. Email support@shonenden.com or message us on Facebook within 30 days of delivery with your order number, a photo of the item you received, and a photo of the shipping label on the parcel.
Once we confirm it, we arrange the return at our cost. You can choose the correct figure as a replacement, or a full refund, released within 5 business days of the wrong item reaching us and being inspected.
If an item was missing entirely rather than swapped, there’s nothing to send back — just send your order number and a photo of everything that arrived.
Please tell us within 7 days of delivery so we can still file a claim with J&T. Email support@shonenden.com with your order number, clear photos of the damage, a photo of the whole figure, and photos of the outer shipping box as it arrived. An unboxing video helps a lot — a single continuous recording from the moment you open the parcel is the fastest route to approval.
Once approved, choose a replacement of the same figure or a full refund, and we cover return shipping. If a figure arrives badly destroyed, we may waive the return altogether and simply replace or refund it.
One important note: this covers damage to the figure itself. If the retail box arrived dented but the figure inside is perfect, that isn’t something we can accept back. If box condition matters to you as a collector, message us before ordering and we’ll pick the cleanest one we have.
Email support@shonenden.com, or message our Facebook page. We’re available 8:00 AM – 5:00 PM Philippine Standard Time, and aim to reply within 1–2 business days.
Including your order number in your first message gets you an answer much faster — and if you’re reporting a problem with an item, please attach photos right away so we don’t have to go back and forth.
Message us as soon as you notice — speed matters here.
If your order hasn’t been dispatched, we’ll update the address at no charge. Just email support@shonenden.com with your order number and the correct address.
Once J&T has collected the parcel, the destination can’t be changed. If the courier can’t deliver and returns it to us, we’ll reship to the corrected address once you cover the new delivery fee, or refund the item price minus the original shipping cost. If the parcel is delivered successfully to the address you entered, we can’t recover or refund it — so please double-check at checkout.
Yes, as long as it hasn’t shipped.
To cancel: message us before dispatch and we’ll cancel free of charge and refund you in full, with nothing to send back. Once an order has shipped, we can only take it back if something is wrong with it.
To change items: get in touch before dispatch and we’ll do our best. Usually the cleanest fix is to cancel and reorder.
Pre-orders work differently — you can cancel for store credit any time before dispatch, and cash refunds are available up to 30 days after payment.