FAQ

How to Order?

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

How to order via our website?

1. Head over to the website and find the item that you want.
2. Click on Add to Cart and then Click on View Cart.
3. When you are on the Cart, you can add any coupon codes you may have. When you are ready to proceed, 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.
5. For GCash payments, choose Direct Bank Transfer.
6. When choosing Direct Bank Transfer, you will receive an email with directions where to send your payment.
7. Reply to the email with a screenshot of your receipt so we can process your order.
8. Once we have confirmed your payment, we will contact you to arrange for the shipment of your order. For preorder items, we will contact you when the item is in stock.

How to order via Facebook?

1. Send us a message on our Facebook page. Please mention the item that you want to purchase/pre-order.
2. Our representatives will reply with information on how you can send your payment.
3. After sending your payment, please send us a screenshot of the payment confirmation screen. Once we confirm your payment, we will process your order for shipment. For preorder items, we will contact you when the item is in stock.

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.

Do you have a physical store?

We only sell online. We do not have a physical store at the moment.

Will my figures arrive in good condition?

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 the contents.

Can you provide pictures of the figures?

We do not provide actual pictures of figures. Please refer to the promotional images on the website for the official images.

For pre-owned items and figure hunts, pictures are only provided if the figure is damaged. If the figure is in excellent condition, no pictures will be provided.

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?

We accept payments through our BPI, BDO, and Union Bank accounts. We also accept payments through Paypal (Send to Family and Friends – no fee) and GCash. Buyer shoulders all fees associated with sending payment. Please choose Direct Bank Transfer on checkout and then email us the payment details.

You can also pay using a credit/debit card (via Paypal). Please choose Paypal or Credit/Debit Card option on checkout.

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 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, customs 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.

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.

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

Failure to pay for your preorder will get you banned from using our store.

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.

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 pickup.

Can I get free shipping?

We do not offer free shipping. However, we do offer ₱200 off on your shipping costs if your purchase exceeds ₱5,000. In this case, you get free shipping if the cost to ship your order is below ₱200. Any amount in excess of ₱200 will be shouldered by the buyer.

This only applies to preorder items.

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 or JRS Express. Apart from our shipping discount, all other shipping costs are shouldered by the customer.

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?

Manufacturers may sometimes encounter delays in the manufacturing process which could delay your orders by a few weeks or months. Please note that any delay in the manufacturing of preorder items is beyond our control and is not acceptable grounds for order cancellation.

Do you ship internationally?

We want to ship internationally but we are currently unable to as absurdly expensive international shipping rates from Philippine Post and other local shipping companies make it impractical. We can ship internationally via DHL but it won’t be cheap. Please contact us for a quote.

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

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.

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.