FAQ

Orders

- Can I change the product quantity?

Order quantity cannot be changed once your order has been placed.

 

- Can I cancel my order?

Your order cannot be canceled.

 

- How much is shipping?

Please see the shipping rate table here.

 

- I want to check on my order.

Please see either “Recent Orders” or “Order History.”

 

- Why can’t I order?

We recommend using Microsoft Internet Explorer 8 or higher (the most recent version is most recommended) or the most recent version of Mozilla Firefox. If you continue to experience difficulties, please disable any security software. If paying via credit card, please contact your credit card company directly to resolve the issue.

 

Payment

- What payment methods do you accept?

We accept both PayPal Express Checkout and most major credit cards.

 

- When will I be charged?

Payment for your order will be processed near the time your order is shipped. When placing your order via credit card, please be sure that it will be valid at the time products are released. Please note that shipment date may vary by product, and that your order will ship as soon as all items are in stock. See the product information page for the item(s) in question for more information.

 

- Why can’t I use my credit card?

Please contact your credit card company directly. Common issues include an expired card, exceeded credit limit, or an authorization denial.

 

- How can I change my payment method?

After your order has been placed, we are unable to change your method of payment.

 

Shipping

- Which courier do you use?

EMS.

 

- Can I select when my package will be delivered?

We apologize, but EMS does not offer this service.

 

- How do I change my shipping address?

Please contact Customer Support via the following form.

* Your order information will not be updated by editing your user information alone. Please be sure to email customer support regarding any change of address.

 

- When will my order be delivered?
- Why hasn’t my order been shipped?

Delivery time will vary depending on your location as well as your local courier. In the event that you are purchasing pre-order items, please note that your order will arrive after the product in question has been released.

* Please note that when ordering pre-order items together with items currently in stock, your order will ship once all items are available for shipment, regardless of your payment method.

 

- How much will I owe in customs duties and fees?

Please note that when importing foreign merchandise, you may be assessed taxes and other fees, such as import tax, consumption tax, and brokerage fees. All cost incurred after shipment is the customer’s responsibility. Please contact your local customs office directly in regard to importation.

 

- Can I combine multiple orders?

Multiple orders cannot be combined. Every order will be sent in one shipment.

 

- Can I select a different courier?

We apologize, but we only ship via EMS.

 

- What do I do if my item is damaged or defective?

In the event that you suspect that the items you have ordered from us are damaged or defective, we ask that you please contact us here. Your claim will be handled by the Nitroplus Online Store customer support team. Please be aware that all inquiries received outside of business hours will be handled on the following business day. All claims regarding product damage or defects must be submitted within 7 days of delivery.

Please open your order as soon as it arrives to confirm there is no damage or defect.

 

- Regarding courier retention period

The length of the package retention period will vary depending on your local courier. In the event of non-delivery, your package will be held for the duration this retention period.

Should you not schedule redelivery within this time, your order will be returned. Please note that we only offer reshipment at an additional charge.

 

Returns

All sales are final. We do not accept returns for any reason.

 

Damage and Defects

Damaged and defective products are eligible for replacement within 7 days of arrival. From the 8th day after arrival, we are absolved of all responsibility regarding damaged or defective products.

 

Account Deletion

- I want to delete my member account.

If you wish to delete your account, please contact customer service via this form.

 

Other

- How do I subscribe/unsubscribe to the newsletter?

You may edit your newsletter subscription setting by logging onto My Account and toggling the checkbox next to “Nitroplus Online Store Newsletter.”

 

- Why didn’t I receive my order confirmation mail?

In the event that you are using a free email service such as Gmail or Yahoo! Mail, it may have been filtered into your spam folder depending on your settings. Please contact your email service provider directly regarding these settings.

In the event that you are using a cell phone email service, you may not be able to receive our mail without altering your settings. Please be sure to allow mail from the Nitroplus Online Shop (@gsls.jp), as well as mail originating outside of the cellular network.

 

- What’s the current status of my order?

You can confirm the status of any order by accessing your “Order History” in My Account.

 

- The characters are corrupt, I can’t read your mail.

All automated system mail are sent with UTF-8 encoding. Please change your display settings to view character encoding UTF-8.

 

- I can’t use your site via cell phone.

The Nitroplus Online Store is not compatible with all devices. We appreciate your patience and understanding. In the event you are experiencing difficulties, we as that you please access our site via personal computer.

 

- I contacted customer support, but haven’t received a reply.

Our customer service hours of operation are as follows:

Customer Support Hours 10:00 – 18:00 JST

We are closed on weekends, national holidays, and periods of annual leave.

All inquires will be handled in the order received.

 

- How do I update my account information?

You can edit your account information by logging into My Account. Please contact customer support directly regarding the change of address for an active order.

 

- Regarding the purchase of restricted merchandise.

Some of the merchandise on this site is subject to age restriction. In the event that the user cannot be confirmed to be over the age of 15 or 18, purchase of these products will be denied.