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N2G FAQ Contents

  • Before You Order
  • Loyalty Point System
  • Payment Options
  • Pay Later
  • Cancellation/Refund Policy
  • Guarantee, Damaged/Lost Goods
  • Shipping Options

Before You Order

Welcome to N2G's Item Ordering Section! We hope to answer your most common questions about making a pre-order or an order for an instock item.

What are somethings I should know about before making an order?

  • Available items will have a green "ADD TO CART" button active.
  • Pricing can fluctuate based on Japanese Market prices and time (generally placing your order earlier will secure you the cheapest price). *** No cancellations can be made due to price fluctuations ***
  • Shipping fees related to pre-orders are calculated based on weight and other metrics provided by the manufacturer. It is possible that the amount calculated may be incorrect. In this case, we will contact you via mail or invoice.
  • Hot Items may be sold out very quickly causing issues with your order and potentially our system not creating your order despite a successful payment. You should send us a ticket if you encounter this issue with a proof of payment and the JAN/REF code of the item you were attempting to purchase along with your chosen shipping method.
  • Pre-order bonuses will have a note on the product description describing what type of bonus will come with the order. If nothing is written about a bonus then no bonus will be included in your order.
  • Pre-Order Release Dates usually only mention the release month. As our shipments from manufacturers always arrive near the end of the month, please expect shipments for said pre-order to begin the early next month.
  • Postponed Releases will be updated on our product page should we receive word from the manufacturer regarding a delay. Please note we will not be able to provide full compensation should you wish to cancel base on this reason.

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 may not be altered with regular orders***

What is Processing Time,  and how much is required before my item is shipped? 

For in stock items, your order will be processed within:

  • 3 business days (Monday-Friday) -> orders are not processed over the weekends
  • Processing Time is separate from shipping times -> Estimated shipping time varies based on courier selected and only calculated after the order has been processed
  • Remember: Your order cannot be cancelled, suspended or compensated once it has been shipped


Loyalty Point System

Welcome to our Nin-Nin-Game Loyalty Points Section! We hope to cover most of your questions here but if you still have concerns, do not hesitate to send us a ticket describing your issue!

How do I receive Loyalty Points?

Loyalty points are received on valid purchases based on 5% of the product value. Your loyalty points will be validated once your order has been shipped to you. 

How much is a Loyalty Point worth/calculated?

1 point = 1 JPY 

Loyalty Points are calculated using the sum of the product value, minus any deductions from applied coupons/vouchers.

Formula used:

Product value: A = [(Product_1 + Product_2 + Product_3...) - V (Voucher value)]
(1 point =  5% of A) 
A*0.05 = X
X points are earned.
***Shipping is not considered when calculating points***

How can I check/redeem my Loyalty Points?

You can then redeem your validated loyalty points under the "My Loyalty Points" page to create a voucher to use for future orders. 

You may enter your voucher code in the box below in the shopping cart interface.

*** Please be cautious as loyalty points cannot be used after an order has been paid nor can be used to cover shipping costs.

How long do I have to redeem my voucher?

All points have a 1-year expiration from the moment the status of your order has been shipped.
For example your order was shipped 2020/09/31 so the points will expire on 2021/09/31 whether on not you redeemed them into a voucher or not.

Can I use my voucher on orders with different currencies?

We ask that you only apply your voucher on orders in the same currency

Can I use my voucher to Pay for a Pay Later order?

In the case of a Pay Later order, the voucher must be used at the time of making the pay later order. Vouchers cannot be used to pay for a Pay Later.

If my voucher exceeds the value of my order, what will happen to the remainder?

In this case, you will receive a left over voucher on your account. As your voucher cannot cover the cost of shipping, please expect that you will not have a case where a free order exists. 

If I cancel my order will any points used on the order be returned?

No. 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.


Payment Options

How can I pay for my order?

We offer several payment methods:

  • → A PayPal Exchange Fee will be charged for any currency outside of the Japanese Yen
  • Age Restricted Products may not be transacted using this payment method
  • → Wide range of support and security for both the consumer and merchant
  • → Supports 3DS2 Security for Fraud Prevention
  • → Accepts wide range of currencies and different cards
  • → Payments via certain cards (such as American Express) may take longer to verify
  • → Designed for customers living in Latin America
  • → Allows transactions to be completed via local methods
  • → Deploys EBANX Shield for Fraud Prevention

***Important Note about Payment Security***

Customers who make a transaction on a new account without "Seller Protection" or "3D Secured" will be asked to comply with an ID Check email sent to you shortly after your order. Please read through the contents and contact our Customer Support if you have concerns with this policy.

Why is my desired payment method unavailable?

Certain Age-Restricted products are specifically unable to be paid via PayPal due to their Terms of Use. Please select a method that is available to proceed with your checkout.

Why can't I complete my payment with Adyen?

When you select Adyen, please do not close the window until the transaction is fully complete. Prematurely closing the transaction window will void the order and you will need to redo your entire order again.

What should I do if I have paid but it does not reflect onto my history?

In this case, please be sure to send our customer support team the order reference code and the transaction ID.


Pay Later FAQ

Welcome to the Pay Later FAQ article! We are glad to provide our customers with a very useful method of payment that we hope to help alleviate the stress in paying up front. This article aims to answer your most common questions about this Pay Later feature!

How do I know an item is eligible for Pay Later?

Look for the cool blue "Pay Later is Available" icon!

How do I pay for my Pay Later?

You can find your Pay Later orders over in "My Account" -> "Order history and details"

Are all items eligible for Pay Later?

Great question! Most pre-order items will have a Pay Later option as depicted above. However, certain items may not have this available and will require an immediate payment instead.

What happens if I do not pay my Pay Later order by the deadline?

In the case you forget to pay your Pay Later order, the system will automatically cancel your order returning your reservation for said item stock back to the system. If you still wish to purchase said item, you can always remake your order normally for the item provided if it still is in stock. The Pay Later deadline will always be on the 14th of the item's release date month.

What happens to the Pay Later Deadline if the pre-order release date has been postponed?

In most cases, the deadline will not change and we will still expect you to make the payment by the deadline.

I paid for my Pay Later but why does the status not change?

We are sorry if you encounter this bug which often occurs for customers with multiple Pay Laters and paid in a different currency. In this case, please wait 1-2 business days as our team will do manual checks on all payments received and will link any Pay Laters that were not linked by the Pay Later Payment. If your Pay Later order status does not change to "Preorder Payment Accepted", please send us a ticket with your Payment Order Reference ID and your Pay Later Order Reference ID so we can correct the link for you!

What happens if my Pay Order button disappears for my Pay Later?

Please send us a ticket via customer support so our team can investigate this issue.

Can I use Loyalty Vouchers on Pay Later orders?

You may only use vouchers when placing your Pay Later order.

Cancellation/Refund Policy

In this section, we hope to outline how cancellations and refunds work, as well as answer some of your most pressing questions!

What is your policy regarding cancellations and refunds?

In Stock Items

As indicated under our Terms of Conditions of Use Article 2-4, no cancellations or refunds will be administered in full for paid orders. In the case that a cancellation is warranted, you will be eligible for a refund at a 15% cancellation fee applied to the paid total of your order or a store voucher valued at 95% of the total order amount if the cancellation is approved.

Pre-Order Items

Case 1: A pre-order that has already been paid for.

  • Cancellation requests made before the 14th day on the product release date month will be refunded with a 10% cancellation fee.
  • Cancellation requests after this deadline will be subjected to a 15% fee applied to the entire order. The refund can be in the form of a store voucher or a refund using the same payment method

For Example: Product A - Releases on 2022/05

  • Cancellation must be done before 2022/05/14

In the case of delays resulting in Manufacturer Postponed Releases , no cancellations will be exempt from the above rule.

Case 2: Reservation for a pre-order made via Pay Later.

You may cancel your Pay Later by sending a customer support ticket with the order reference. Please note that the number of Pay Later cancellations on your account will impact your account standing with future Loyalty Services planned for the future.

If you have decided to not cancel or refund your order we will leave the order as is. Otherwise, a voucher or refund will be processed to your account depending on the scenario.

Can I still cancel my Pay Later order if I have not paid for it yet?

As mentioned above, please send us a ticket and we will help you with a cancellation. Warning: Cancelling a Pay Later order will add to your cancellation total on your account. There may be consequences in the future for accounts with high Pay Later cancellations such as not being able to have Pay Later option.

Can I request for 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.

How long do refunds take to be processed?

Please allow up to 7 business days from the day a refund was processed to have it reflect onto your records. In special cases that a refund is approved for a transaction that was made more than 6 months ago, additional time may be required to process your refund.

How will I know that my order has been cancelled/refunded?

Any changes will reflect on your account order history. Please take a look at your email as you will receive an updated describing a change in your order status.

If I used a voucher on a cancelled order will my used voucher return?

No. 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.

***Nin-Nin-Game reserves the right to cancel/remove any order/item on our website for any reason. Reasons include invalid stock quantities, pricing, system abuse, etc.*** (in this case, we will tell you the reason why we chose to cancel should this happen to you.)

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!

What can I do if I receive a damaged product?

In the unfortunate case that you receive a damaged product here are a couple steps you can follow to have your case resolved. Firstly please send us a ticket and in the ticket include:

  1. Outside shipping box (the carrier will compensate only if the outer box is damaged)
  2. The product in his own box, inside the outer shipping box with the wrapping material (the carrier will want to check if the items was well protected during the transport)
  3. The broken product (please note that if the product is broken but the outer carton box is intact, they won't compensate).
  4. Include your tracking number and Order Reference (9 Alphanumeric Code) in the ticket
  5. Please set your ticket type to "Damaged Product"

What sort of compensation can I expect to receive?

In the case that the item was damaged on transit, we will open a claim with the courier along with the proof you sent us in your ticket to provide compensation. Please note that compensation will be determined based on the declared value on the parcel. We will investigate all issues case-by-base.

What should I do if my package was lost?

Once a package has left our warehouse, we will normally only be able to contact your courier via mail which will take quite some time for their reply. Therefore, we ask that you also contact your courier, post or customs office and inquire about your package using the Tracking Number provided.

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.

Are your products covered by Guarantee?

  • ・Brand new electronic products come with a Maker Guarantee for 1 year from the purchase. After returning your product (using Registered Airmail), we will forward your item to the respective Maker's Support Center.
  • Game softs are excluded from the Guarantee.
  • Hobbies/ Figures/ Goods with manufacturing defects may be replaced/ compensated on a case-by-case basis after investigation.
  • Should the manufacturer accept to provide a replacement, you will be asked to send back the defective figure/part to our warehouse in Japan. Any shipping charges associated with returns will be the sole responsibility of the customer.
  • If you encounter a problem with your item within 3 days from the time you received your order, you may contact our Customer Service (Please note that all Returns are subject to prior approval).
*Damages caused during shipping are not covered by Guarantee.

If there are anymore concerns please contact us directly via our Customer Support Center

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