FAQ

How to Order?

You can post your order via our website or through our Facebook page.

How to order via our website?

1. Find the item you want and add it to your cart.
2. Click on View Cart to review your items. If you have a coupon code, enter it before proceeding.
3. Click on Proceed to Checkout.
4. Fill in all the required information and choose your payment method. You can pay via PayPal, Credit/Debit Card, or Direct Bank Transfer (BPI, BDO, Union Bank). For GCash or Maya payments, choose Direct Bank Transfer.
5. Click on the Place Order button. If you chose Direct Bank Transfer, the payment details will be displayed. Send your payment through your chosen bank or e-wallet.
6. Email your proof of payment to [email protected] or message us on the Neko Anime Figure Store Facebook page.
7. We’ll confirm your payment and arrange for shipment. For preorder items, we’ll contact you when your order is in stock and ready to ship.

How to order via Facebook?

1. Send us a message on the Neko Anime Figure Store Facebook page and let us know which item you want to order.
2. We’ll reply with the payment instructions.
3. After making the payment, send us a screenshot of the payment confirmation screen.
4. Once we confirm your payment, we’ll process your order for shipment. For preorder items, we’ll notify you when your item is in stock and ready to ship.

Do you have this particular figure?

We accept figure hunt requests. If you are looking for a particular figure that you cannot find on our site, please send us a message and we will try to source it for you.

Please note that we do not accept figure hunt request for prize figures and other low value items as it the shipping cost for these usually cost more than the figure.

Do you have a physical store?

No. We only sell online. We do not have a physical store.

Will my order arrive in good condition?

We do our best to ship orders with appropriate packaging. We understand many collectors prefer to keep boxes and put value on the condition of the box. However, we cannot guarantee that the boxes will arrive unscathed. So please expect some minor damages in the box as a result of shipping. We do not provide a warranty for box condition as the purpose of the box is to protect its contents. If the contents are not damaged, the box did its job.

Can you provide pictures of the figures?

We do not provide actual or on-hand photos of the figures. For new or preorder items, please refer to the official promotional images shown on our website or from trusted third-party sources.

For pre-owned items or figure hunts, photos may only be provided only if there is visible damage to the figure. In some cases, our suppliers may only describe the damage in text form. This is not negotiable and we will not entertain request for actual pictures.

Please note that we do not offer damaged figures unless a customer specifically asks to see if any damaged units are available. We aim to provide figures in the best condition possible.

Are the figures you sell genuine?

We are a registered distributor. All figures that we sell are authentic/genuine. We do not sell bootlegs, Class A, knockoffs, or whatever else you call fake goods. Support the anime industry by buying only genuine merchandise.

How can I pay?

If you’re paying via bank transfer or GCash, please choose Direct Bank Transfer at checkout. We accept payments through BPI, BDO, UnionBank, GCash, Maya and PayPal. After completing the payment, email us the payment details so we can process your order.

If you prefer to pay with a credit or debit card, select the PayPal or Credit/Debit Card option during checkout. You don’t need a PayPal account to pay with a card.

We also accept PayPal transfers.

Buyers are responsible for any and all fees incurred during the payment process.

Can I pre-order figures?

Yes. Please refer to our Pre-Order page to see what figures are currently on Pre-Order.

Why are you charging me extra for customs tax on figure hunts?

When you ask us to hunt for figures, customs may levy VAT and customs duties. While we normally already include this in our price quotations, tax rates may change and exchange rates may also fluctuate. Customs may also decide to levy taxes on certain items they deem should be taxed if they deem the value of the item is worth more than the value that is declared. This may cause some items to be levied customs duties and VAT even if they do not qualify.

Unfortunately, the custom official has the final say on this and importers have no choice but to comply. In these rare cases, we may charge the customer extra for the taxes.

Sometimes, local customs authorities to perform random security inspections on imported packages. They have the legal right to open shipping cartons, remove protective materials, and break the factory tape or seals on the figure’s box to verify the contents. These are mandatory government procedures. Because we have no control over how customs handles or reseals an item during an inspection, we cannot offer replacements, refunds, or compensation for boxes opened by officials.

Can I cancel my order and refund my deposit?

Orders cannot be canceled for whatever reason. Payment deposits are non-refundable, but the order can be transferred to a different person. Simply message us to let us know.

How does your Lowest Price Guarantee work?

Our Lowest Price Guarantee means that if you find the same preorder item offered at a lower price from another local store, we’ll match it. The lowest price guarantee claim must be raised before an order is locked in. Just send us the link to the competing offer and we will review if we can honor the competing price.

We evaluate all price-match requests against our proprietary standards to to ensure they meet our requirements for legitimacy and service. If the offer passes our review, we will update your price immediately.

What happens if I cannot pay for my pre-order?

Failure to pay for your preorder can get you banned from using our store. Your name will be provided to our network of sellers and will be tagged as a delinquent customer.

When is the payment deadline?

Payment is due 2 weeks after we’ve sent you notice that your order has arrived at our warehouse. We are not strict with payment deadlines, and we usually allow extensions. However, please note that we reserve the right to sell your preorder to anyone if you take too long to pay your balance. When this happens, you forfeit your order, you cannot refund your downpayment and you will be banned from our store.

Yes! We offer flexible installment plans to help you manage your budget.

Downpayment is still required to secure your order. The remaining balance is payable in monthly installments up until the figure’s release month, with payments due at the end of every month.

No Penalties, No Follow-ups: We do not charge late fees for missed installments, nor do we send monthly payment reminders. The responsibility to pay on time rests with you. Please ensure your balance is settled in full by the time the figure arrives at our warehouse. Orders must be fully paid before they can be released for shipping.

Yes. We usually allow you to pay 50% of the published downpayment rate with a promise to pay the remaining downpayment balance at a later date.

We offer this flexibility to help customers secure preorder slots early and avoid missing preorder cutoffs or deadlines. This ensures you don’t miss out on high-demand figures even if you can’t pay the full deposit immediately.

Can I pick up my order at your store?

You can pick up your order at Neko Anime Figure Store HQ. Please note however that HQ is not a storefront. We only sell online. We will not entertain product inquiries at HQ. It is only strictly for order pickups.

Please send us a message for pickup scheduling.

What shipping methods do you use?

For all areas reachable by Grab or Lalamove, we will only use these shipping methods.

For all other areas, we will ship via LBC, J&T or JRS Express.

For international orders, we will ship via EMS or DHL.

We have updated our storage policy due to high order volumes and limited warehouse space. We only offer combined shipping for figures scheduled to arrive in consecutive months, as we are unable to provide indefinite storage for future releases.

Our suppliers require us to report all claims immediately. If an item is held in our warehouse past the 2-month window, we can no longer offer replacements or refunds. We want to make sure you’re covered, so please ship your items promptly!

Why has my order not shipped yet?

For In-Stock items, we will ship them immediately. Please check your email/messages. Our team may have contacted you about it. For preorder items, we will ship them as soon as they are paid in full and the item has reached our HQ.

Why is my pre-order delayed?

The standard ETA for pre-orders is 1 to 2 months after the official release date. To keep prices as low as possible, our suppliers ship orders via Sea cargo. This method is slower and is currently affected by ongoing port congestion in Manila, which can occasionally extend the wait by several months.

Because manufacturing and shipping timelines are handled by third parties, these delays are beyond our control and do not qualify for order cancellations. We ask for your patience. Your orders may be delayed, but, rest-assured, they will be fulfilled.

If we receive official word from the distributor that an order has been canceled, you will be promptly refunded.

Do you ship internationally?

We now ship international via Philpost EMS or DHL. Please note that we will only invoice for shipping when the item is in stock and ready to ship.

All shipments to the US are currently on hold due to tariffs issue as per Philpost.

Can you offer customs-friendly invoicing?

Yes, we offer customs-friendly invoicing for international orders upon request. Please contact us for customs-friendly invoicing requests. However, please note that having a customs-friendly invoice also means reduced damaged claims from the shipping company if the item should arrive damaged.

The figure I received is damaged. Can I have it replaced?

Disputes must be raised 7 days after receipt of the item. All sales are final if no dispute is raised within 7 days.

Please make it a habit to take a video of every figure that you unbox. We will only honor damage claims if there is video evidence that the item is damaged out of the box.

For items damaged during shipping, please file a claim with the shipping company.

Figures are mass-produced. As such, some manufacturing issues are to be expected. Replacements/refunds are not provided for minor issues. Please contact the manufacturer directly for these concerns.

I ordered an R18 figure. Can you put it in discreet packaging?

We value your privacy and as such, we take extra effort to ensure R18 figures we ship are wrapped in discreet packaging with no reference as to the contents.

Our VIP group is an exclusive space for our community of collectors. Access is currently by invitation only.

There is no membership fee. We typically extend an invite after your first successful order, especially if we’ve had a great interaction with you. We want to keep this space dedicated to a specific group of like-minded collectors with a positive attitude towards the hobby. Because we prioritize maintaining a positive environment, we reserve the right to curate our membership and refuse entry at our discretion.

Being a member comes with exclusive benefits, including:

• Early access to preorders (before they even go live on the site).
• Access to insider information not available to the public.
• Priority stock allocation during manufacturer shortages.
• First dibs on dropped or cancelled preorders.
• VIP Customer Support and exclusive Freebies or Offers.
• VIP Exclusive Giveaways

To stay in the group, simply maintain a good standing in the store and in the community:

• Pay for your preorders on time. Please communicate if a payment will be delayed.
• Be a good member of the VIP Community. We want to keep the space free of drama and negativity.
• Respond promptly. We expect timely responses to order-related messages.