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.

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.

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 payments sent as “Friends and Family” to avoid additional fees.

Buyers are responsible for any 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.

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. 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.

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.

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, J&T 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.