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At OTAKUYA, we are committed to providing a reliable and efficient shipping experience for all orders placed on our website. This Shipping Policy outlines the terms and conditions related to shipping, transit, and delivery of products purchased through our online platform, including items involved in any return activities related to warranty claims or trade-in exchanges.

1. Order Processing and Shipment

• Order Processing:
  Orders are processed within 24 hours after order confirmation, excluding weekends and public holidays. You will receive an order confirmation email once your order has been successfully placed.
  
  
• Shipment Time:
  Standard shipments are typically delivered within 1 to 3 business days from the order date.
  
  
• Shipping Charges:
  Shipping fees are calculated at checkout based on your delivery location and order value. Any additional shipping charges, if applicable, will be clearly displayed before payment.
  
  

2. Courier Partners

• We collaborate with multiple reputable courier services to ensure nationwide coverage.
• Our primary courier partners include J&T Express, Ninja Van, and Flash Express, with POS Laju serving specific outskirt areas.
  
  

3. Delivery Assurance

• Insurance:
  All shipments, including standard orders, warranty returns, and trade-in returns, are covered by shipping insurance. In the event of loss or damage during transit, please contact our customer service immediately for a full refund or replacement as per our insurance policy.
  
  
• Receiving Your Order:
  Upon delivery, please inspect your package for any signs of damage. If you notice any issues, do not sign for the package—immediately inform the delivery personnel and contact our customer service team.
  
  

4. Returns and Exchanges

• Warranty and Trade-In Returns:
  For items being returned as part of warranty claims or trade-in exchanges, please adhere to the following shipping guidelines:
  
  • Ensure that the item is securely packaged to prevent damage during transit.
  • Use the designated courier drop-point specified in your return instructions.
  • Retain proof of postage and tracking details until the return is confirmed by our team.
• Reactivation of Trade-In Rights:
  If a trade-in return is not initiated within the designated period, the associated trade-in right will expire. Specific reactivation conditions, including any applicable fees, will be provided separately and do not affect the shipping process.
  
  

5. Lost or Damaged Parcels

• Reporting:
  If your parcel is lost or arrives damaged, please report the issue immediately to our customer service team.
  
  
• Resolution:
  We will work with our courier partners to investigate the matter. If the claim is confirmed, you will be eligible for a full refund or a replacement shipment, as covered by our shipping insurance.
  
  

6. General Terms

• Risk Transfer:
  Once your order is dispatched, the risk of loss or damage during transit transfers to the courier. However, our insurance coverage is in place to protect you in such instances.
  
  
• Changes to Shipping Policy:
  OTAKUYA reserves the right to update or modify this Shipping Policy at any time without prior notice. Any changes will be posted on our website with an updated effective date.
  

If you have any questions regarding our Shipping Policy, please contact our customer service team for assistance. Thank you for choosing OTAKUYA, where we strive to deliver excellence every step of the way.