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Official Nin-Nin-Game FAQ
Before You Order
What are somethings I should know about before making an order?
- Available items will have a green "Add to cart" button active.
- Unavailable items will have a blue "Soon available" button.
- Pricing on our site are indicated in Japanese Yen, however you can view them into your local currency using our conversion tool, which converts the currency based on the daily rate. Depending on currency market fluctuations, the exchange rate may vary but our price in Japanese Yen will always remain the same. *** No cancellations will be accepted due to these currency fluctuations ***
- Customs Tax is not included in the prices displayed on the Nin-Nin Game website unless stated otherwise. Customers are responsible for checking with their country's customs agency to determine if import tax and duties will be applied to the order, and for paying the associated fee. If you have any questions about tax or how it may impact your order, please contact our customer service team for assistance.
- Pre-order shipping costs are calculated based on measurements provided by the manufacturer. It is possible that the final amount may be different when the product arrives to our warehouse. In this case, we will contact you by email. Additional Fee Invoices
- Postponed items will be updated on our site as soon as we receive a message from the manufacturer regarding the delay. Please note that this is not a valid reason for cancellation and therefore the normal cancellation fees will apply.
- Pre-order bonuses information is indicated in the description on the product page of the item. If nothing is indicated in the description, then no bonus will be included with your item.
- Pre-Order Release Dates usually only mention the release month.Most pre-orders are released at the end of the month, and we ship them as soon as we receive the stock at our warehouse. Your order status will then change to "Preparation in Progress".
When will my order be shipped?
The general processing timeline for in-stock items is illustrated below. When your order has been shipped, you will receive a tracking number via email.
Why does my payment need to be checked/validated?
Some payment platforms we offer, such as EBANX and Adyen, require additional processing time for certain payments to be verified. As a result, your order status may not be updated immediately and may require additional time until the transaction has been completely verified.
Can I merge or split my orders?
Unfortunately, our system does not permit modifying orders in this way. Please be careful about pre-order release dates when placing your item in the cart.
*** Private Warehouse Orders cannot be combined with regular orders ***
My order contains pre-orders with different release dates, when will it be shipped?
Your order will be shipped when all items in the order have arrived at our warehouse. Therefore, if you order an item released in January and another item released February of the same year, your entire order will be shipped out once the February release item arrives.
Payment Options
How can I pay for my order?
You can pay for your order with the following payment methods:
PayPal- → PayPal offers the best possible security for the customer and the merchant
- → PayPal exchange fees will be charged if you pay with a currency other than Japanese Yen
- → Age Restricted Products cannot be paid for with PayPal
Adyen- → Adyen supports 3DS2 security for optimal protection
- → Accepts a wide range of foreign currencies and different bank cards
- → Payments via certain cards (such as American Express) may take longer to verify
EBANX- → Ebanx is specially designed for customers living in Latin America
- → Allows transactions to be made through local payment methods
- → Customers can pay in cash at the following ATMs: PagoFacil, RapiPago, BaproPagos, ProvinciaPagos, ProntoPago, CobroExpress, FormoPagos, PagoListo, Chubutpagos and PampaPagos
Why are some payment methods not available for my order?
For example, some age-restricted products cannot be paid for via PayPal due to their terms of service. In this case, please select another payment method or contact Customer Service.
What should I do if I have paid but it is not reflected in my account history?
In this case, please be sure to submit a ticket to our customer support team including the order reference code and the transaction ID.
***Important Note about Payment Security***
Customers who make a large transaction or order limited edition items on a new account may be contacted by our customer service team via email. We will ask you to submit a photo of yourself holding your ID. The purpose of this ID check is to verify the identity of the account holder in order to avoid any attempt at fraud. Please read the email carefully and do not hesitate to reach out to us if you have any questions or concerns.
Pay Later (deferred payment option)
Which items are eligible for Pay Later?
All products with the blue Pay Later logo visible on the product page are eligible! Most pre-order items will have a Pay Later option as depicted below.
How do I pay for my Pay Later?
You can find your Pay Later Orders in "My Account" -> "Order history and details”. From here, you can choose to show only "pending" (unpaid) Pay-Laters, and check which ones are to be released this month, so you will never miss a deadline again!
Can I make my Pay Later in a currency other than Japanese Yen?
You will be able to see the equivalent price in your selected currency when placing your order. However, upon confirming your Pay Later order, the order will appear in Japanese Yen.
*** Nin-Nin-Game is a Japanese company operating in Japanese Yen and therefore all our items and shipping prices are indexed in Japanese Yen. Our customers will be required to pay exactly the same amount in Japanese Yen as the original price when they booked. ***
What happens if I do not pay my Pay Later order by the deadline?
If you forget to pay your Pay Later order, the system will automatically cancel your order and return the item back to stock. If you still wish to purchase the item, you can always remake your order normally, provided that it still is available. The Pay Later deadline will always be on the 14th of the item's original release date month.
*** If your order contains multiple items with different Pay Later deadlines, your entire order must be paid for by the deadline of the item which will be released first. If you do not pay on time, your entire order will be cancelled by our system. In any case, you will be notified with reminder emails before the deadline. ***
What happens if I cancel too many Pay Later Orders??
Accounts with a greater ratio of cancelled than paid Pay Later Orders will be suspended from this privilege.
What happens to the Pay Later Deadline if the manufacturer postpones the pre-order release date?
In most cases, the deadline will not change and we will still ask you to make the payment by the original deadline.
I paid my Pay Later but the order status has not changed, is this normal?
Please wait 1-2 business days for the payment to be verified, as our team performs manual checks on all payments received. If your Pay Later order status does not change to "Pre-order Payment Accepted” within a few days, please send us a ticket with your Payment ID and Pay Later order number.
Is it possible to use a voucher to pay for a Pay Later order?
Vouchers must be applied when placing the initial Pay Later order. You will not be able to apply the voucher after the order has been placed, or when settling the payment.
Additional Fee Invoices
I received an invoice for additional costs, why?
It may happen that we contact you by email to ask you for an additional shipping cost. Your invoice will be sent to you in the form of a payment link and your order status will change to 'Insufficient Fee' or "Unavailable Shipping Method" then 'Awaiting Payment'. You will be able to click on the link, put it in your shopping cart and pay for it as you would for a normal item.
What are the reasons for these additional charges?
We may send you an invoice for any of the following reasons:
- → Your selected shipping method is no longer available due to unforeseen circumstances
- → The shipping cost paid initially is insufficient compared to the actual shipping cost after packing
- → The carriers have increased their prices or added additional costs (emergency costs, increased fuel, etc.)
*** Manufacturers do not systematically communicate to us the final sizes of pre-order products.For this reason, it happens from time to time that once received at our warehouse, the size of the product is different than initially estimated. ***
I paid my invoice, how long will it take to ship my order?
Payment verification takes place Monday through Friday between 9:00am and 11:00am Japan time. Once the payment has been verified, the warehouse team will receive a notification that the invoice has been paid, and your package will ship immediately.
I haven't paid my invoice, what will happen?
If we do not receive a response or payment within 7 days of sending you the invoice, we reserve the right to cancel your order and apply a 15% cancellation fee. Please check your emails and spam/junk folders carefully in order to not to miss our emails. For cancellations and refunds, please contact customer service within 7 days of receiving your invoice.
Can I get refunded with a voucher for my order if I don't pay for my shipping invoice?
We will not be able to issue a voucher refund for customers who do not pay their shipping costs.
Loyalty System
How does the Nin-Nin-Game loyalty point system work?
From your first order, loyalty points are calculated at 5% of the value of the product purchased, and automatically appear in your account. Your loyalty points will be validated once your order has been shipped.
How are loyalty points calculated?
1 point = 1 Japanese Yen, it's as simple as that!
Loyalty Points are calculated using the sum of the product value, minus any deductions from applied coupons/vouchers.
Product Value: [(Product_1 + Product_2 + Product_3...) - (Voucher value)]
Product Value * 0.05 = Received Loyalty Points
*** Shipping costs are not eligible for loyalty points ***How can I turn my loyalty points into a voucher?
You can redeem them in the "My loyalty points" section and create a voucher to be used for future orders.
You may enter your voucher code in the box below in the shopping cart interface.
How long are my points valid?
All points have an expiration date of 1-year from issuance.
How long is my voucher valid?
A store credit voucher have an expiration date of 1-year from issuance.
Is it possible to use my voucher to pay for a Pay Later order?
Vouchers must be applied when placing the initial Pay Later order. You will not be able to use the voucher at the payment stage of the order in Pay Later.
What happens if my voucher exceeds the amount of the order?
In this case, a new voucher will be automatically generated on your account with the remainder of the initial amount. Please note that your voucher can only cover product costs, and cannot cover shipping costs.
Will my voucher be reactivated when an order is cancelled?
We will not be able to return your voucher if you used it for a canceled order.
Cancellations and Refunds
What is your policy regarding cancellations and refunds?
In Stock Items
As stated in our Terms and Conditions Section 2-5, no cancellations or refunds will be administered in full for paid orders. In the event that a cancellation is justified and approved by our customer service team, you will be entitled to a refund with a 15% cancellation fee applied. If you accept a refund with a voucher, the cancellation fee will be reduced to 10%.
Pre-Order Items
Case 1: A paid pre-order.
- Cancellation requests made before the 14th day (13th 23:59 JST) of the month of the product release date will be refunded with a 10% cancellation fee.
- Cancellation requests after this time will be refunded with a 15% cancellation fee.
For Example: Product A - Releases on May 2022
- A cancellation made before May 14th 2022 will be refunded with a penalty of 10%
- A cancellation made from May 14th 2022 (13th 23:59 JST) will be refunded with a penalty of 15%
In the event of a Manufacturer Postponed Release, no cancellations will be exempt from the above rule.
Case 2: An unpaid Pay Later
You can cancel your Pay Later by sending a ticket to customer support with the order reference.
*** The Pay Later option will be suspended for accounts with a high cancellation rate. ***
Warning:
Approved refund requests for transactions made more than 6 months ago can only be refunded in Japanese Yen. If the transaction was made with a foreign currency, the exchange rate on the day of the transaction will be used for reimbursement in Japanese Yen.
What is the refund time for my order?
Please allow up to 7 business days from the day the refund has been processed for it to appear in your bank account. Please be aware that for a payment made more than 6 months ago, additional time will be required to process your refund.
Can I redeem a voucher on a canceled order?
We will not be able to return your voucher if you used it on a cancelled order. Therefore, please be very careful before deciding to use your voucher on an order that you might cancel.
Can I request a cancellation/refund for an order that has already been shipped?
We are sorry but we cannot accept any cancellation, exchange or refund requests for orders that have already been shipped.
⚠ Refund requests older than two years cannot be accepted, as some payment platforms do not retain information beyond two years.
*** Nin-Nin-Game reserves the right to cancel any order/item for any reason. Reasons may include invalid stock quantities, pricing, system abuse, etc. (in this case, we will inform you of the reason why we chose to cancel your order/item.) ***
Guarantee, Damaged/Lost Goods
Welcome to N2G's Received Damaged/Lost Goods Section. At Nin-Nin-Game, we ensure that all products that leave the warehouse are in new condition and protected sufficiently before we ship any item. As this topic is quite deep, please understand that each customer's circumstance will likely require follow up from our support team. This article aims to answer most common questions and also help with preparing your ticket so that we can help you better!
I received a damaged item. What should I do?
Within 7 days of you receiving your parcel, please follow the steps written below.
- First please take a video and/ or pictures clearly displaying the extent of the damage suffered to the parcel, the item box and the item itself depending on the case.
- Next, open a ticket with us on FreshDesk and attach the associated media along with the Order Reference, Shipping Invoice, and Delivery Slip. Our team will then reach out to you and offer you solutions appropriate to the extent of the issue and the information provided. This process can take a few days, but we will ensure that your concerns will be addressed as soon as we can.
Note: Please keep the received parcel and all contents that came with it. Including, packaging material (tape, bubble wrap, etc.), the label and the invoice. We also request that you carefully handle all items to further prevent any additional damage. In the case a return is requested, we will require that all of these items are included in your return parcel to us. If we receive an incomplete return, your order will not be eligible for compensation.
How is damage classified or defined on Nin-Nin-Game?
Our team will classify your case based on the following criteria.
Case A (Product Damage)
Our team will work with you to understand what sort of solution is appropriate for your product damage. You will be expected to send clear photos or videos to help illustrate the extent of the damage
Case B (Product Box Damage)
If the box was damaged during the delivery process, we will not authorize a return of the parcel, nor provide a refund or any form of compensation. All products classified as new, leaving the warehouse are checked to be free of damage before shipping and are carefully packed with adequate protection. Therefore, any damage that does occur to the product box during the shipment to the destination is outside of our control.
Example of Product Box Damage
Case C (Parcel Damage)
If your parcel arrived wet, destroyed or crushed, you will have to open a claim with the associated shipping carrier. When you first notice parcel damage on handoff, it will be essential to take a photo of the parcel in the presence of the delivery person. The more evidence you can provide, the higher the chance your claim will be approved.
Please understand that damage to the parcel or package does not automatically qualify as a reason for returning your order. Each case involving a damaged item will be evaluated individually, so please reach out to our customer service for assistance. If your return request is approved, you will be responsible for covering the cost of return shipping. We greatly appreciate your understanding in this matter.
**Please note that 18+ figures, once opened, cannot be exchanged due to hygiene reasons**
Case D (Missing Item)
In the case that an item in your order did not arrive as expected, please contact our Customer Support Team as soon as you can!
Note: If a package is taking an abnormally long time to arrive, please also consult with your customs office or courier as certain shipping methods can take much longer to arrive than expected.
Returned Parcels
In the tracking information it states that the package was returned back to the sender. What should I do?
Japan Post ->
If a package was flagged and returned back to us, that means that the post office or the customs deemed it as undeliverable, unclaimed, refused or prohibited. In the case that the carrier is Japan Post (EMS/Airmail/Surface), the parcel should be sent back to our warehouse.
We will contact you for reshipping costs in the scenario that you would like your order to be reshipped. In the case of a return package, if you want to contest the return/delivery of your parcel and receive compensation for the shipping fee, we can open an investigation with the Japan Post on your behalf.
However, we will need cooperation from your local postal carrier, either in the form of a document acknowledging the delivery process failure or a direct communication from your local postal carrier and Japan Post. Please note that if your local postal service refuses to cooperate, we will not be able to claim the shipping fee back.
FedEx/DHL ->
Please understand that we can't accept Fedex or DHL shipments back to our warehouse. As the return shipping fee being excessively high, we will be forced to dispose the parcel instead. We are also unable to reroute your parcel to a different address or a country due to the exorbitant fees associated with such a service.
Please pick up your Fedex / DHL parcel in any case!
