SHIPPING AND DELIVERY
We are proud to offer international shipping services that currently operate in over 200 countries and islands world wide. Nothing means more to us than bringing our customers great value and service. We will continue to grow to meet the needs of all our customers, delivering a service beyond all expectation anywhere in the world.
How do you ship packages?
Packages from our warehouse in China will be shipped by ePacket or EMS depending on the weight and size of the product. Packages shipped from our US warehouse are shipped through USPS.
Do you ship worldwide?
Yes. We provide free shipping to over 200 countries around the world. However, there are some locations we are unable to ship to. If you happen to be located in one of those countries we will contact you.
What about customs?
We are not responsible for any custom fees once the items have shipped. By purchasing our products, you consent that one or more packages may be shipped to you and may get custom fees when they arrive to your country.
How long does shipping take?
Shipping time varies by location. These are our estimates:
| Location | *Estimated Shipping Time |
|---|
| United States | 10-20 Business days |
| Canada, Europe | 10-20 Business days |
| Australia, New Zealand | 10-30 Business days |
| Central & South America | 15-30 Business days |
| Asia | 10-20 Business days |
| Africa | 15-45 Business days |
*This doesn’t include our 2-5 day processing time.Do you provide tracking information?
Yes, you will receive an email once your order ships that contains your tracking information. If you haven’t received tracking info within 5 days, please contact us.
My tracking says “no information available at the moment”.
For some shipping companies, it takes 2-5 business days for the tracking information to update on the system. If your order was placed more than 5 business days ago and there is still no information on your tracking number, please contact us.
Will my items be sent in one package?
For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you've specified combined shipping.
If you have any other questions, please contact us and we will do our best to help you out.
REFUNDS & RETURNS POLICY
Order cancellation
All orders can be cancelled until they are shipped. If your order has been paid and you need to make a change or cancel an order, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.
Refunds
Your satisfaction is our #1 priority. Therefore, if you’d like a refund you can request one no matter the reason.
If you did not receive the product within the guaranteed time( 45 days not including 2-5 day processing) you can request a refund or a reshipment.
If you received the wrong item you can request a refund or a reshipment.
If you do not want the product you’ve received you may request a refund but you must return the item at your expense and the item must be unused.
- Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address)
- Your order did not arrive due to exceptional circumstances outside the control of hokagestorez (i.e. not cleared by customs, delayed by a natural disaster).
- Other exceptional circumstances outside the control of hokagestorez.com
*You can submit refund requests within 15 days after the guaranteed period for delivery (45 days) has expired. You can do it by sending a message on Contact Us page
If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.
Exchanges
If for any reason you would like to exchange your product, perhaps for a different size in clothing. You must contact us first and we will guide you through the steps.
Please do not send your purchase back to us unless we authorise you to do so.
I bought it as Christmas gift for my friend. We put a little to arrive (2 months). Though is in excellent condition! Is really did very well
They are beautiful, very good quality I love it! I ordered them on February 1 and received them on March 11.
Two seperate orders for same item arrived today Good quality well made items and happy with same
Trop beau !!!!!
The girl and her cats are happy))) Quality of the tower, without sharp smells! Photo did not... Fool)
Very nice plush sends fast and neat thank you!
Delighted, exactly the expected Totoro :)
Wonderful! As in picture :), too cute, thanks✌☺
Product as described made of good materials, I arrive well packaged. I arrive in Oaxaca in 20 days from payment and was delivered to my city by the Quality parcel post. It's an excellent purchase.
excellent
love it! very cute
They arrived in good state and well packaged. True to the picture displayed in the store’s page.
Very cute expected size
The product is good quality, fast delivery
He's fat and not as small as I thought, it was a gift for a friend and she liked it very much, it took about two weeks to arrive and is in perfect condition, I highly recommend.
Perfect. Identical to the photo in description on the article. The kids are super happy with their Totoro. Fast delivery. I recommend
Good quality, reasonable fast shipping (covid 19). I like it!
Totoro is about the size of a palm, the quality is normal, there is a sucker to hang it somewhere. Reached in about 1,5 months
Too Beautiful corresponds to the personal
It came very quickly! Totoro is very cute, just like she ordered! Dense, the quality is excellent! Toy on the suction cup. She took as a gift to her niece, absolutely not ashamed to give! To the store Thank you very much!
Perfect exactly as in the picture.
Very cute, bright, cool! It's been less than a month. Sent on the day of order.
Very nice plush!!!! Looks good quality and looks like the real Totoro. I'm sure my son will love Christmas
1 month delivery. looks nice. would reccomend
super cute, will buy again. thank you
They look good, do not unpack, because. I bought it as a gift. All Totoro :)
cute
Stuffed animals are perfect. First class quality. Recommend
5/5! Exactly like the picture and I love them very much!!! Definitely recommend. They are very dense, high quality for its price, and absolutely adorable.
Good quality