FAQ
Q: Where is your company located? Where are the products shipped from? And do you offer official products?
A: Our headquarters is located in Chuo-ku, Tokyo, Japan, with a branch office in Shanghai, China. We have warehouses in Kanagawa (Japan), Shanghai (China), and California (USA).
The Kanagawa warehouse mainly ships newly released pre-order items, the Shanghai warehouse handles anime merchandise related to Chinese IPs, and the California warehouse stocks ready-to-ship figures.
Rest assured, all products from Ruruka are 100% official—we do not deal in any counterfeit or pirated goods.
Q: Do you have a store in Japan or a phone number where I can reach you?
A: We are a wholesale distributor, therefore we do not have a store.If you have any inquiries, please send us an email at jacky5183@gmail.com or call us on WhatsApp +86 139 1723 0429 (9:30a.m.-5:30p.m. Japan time)
Q: Can I freely use the product images on the site?
A: If there is no indication that "Unauthorized use of the images is strictly prohibited", there is no problem using the images as long as you attach the copyright ©. However, for products which the information disclosure date and time have been set, please observe the information disclosure date and time before using.
Q: What language can I use to contact Ruruka?
A: We have staff who can speak English, Japanese, and Mandarin.
Q: Is there anything I should be aware of regarding pre-order items?
A: The following may occur due to the circumstances of the manufacturer.
- The release date is subject to change without prior notice.
- Products will be delivered in partial shipment
- Order cut without prior notice
- Products for which there is a high possibility that the order will be reduced are indicated as "Reduction" on the product detail page.
Q: How are the products shipped? Are they shipped together or in separate batches? What is the shipping cost and how do I pay for it?
A: Since most anime products are pre-order items with different release dates, we are only able to ship in separate batches, except for in-stock items. For each shipment, once the total value of ready-to-ship products reaches USD 300, we will arrange the delivery for you.
Shipping costs are calculated based on the actual weight and volume. Before each shipment, we will send you an invoice for the shipping fee. Once the payment is confirmed, we will proceed with the shipment.
Most products are shipped from Japan to destinations worldwide via JP POST EMS. For EMS shipping rates, please refer to:
https://www.post.japanpost.jp/cgi-charge/index.php?lang=_en
For shipments from our China or USA warehouses, please email us at jacky5183@gmail.com for a shipping quote.
Q: What is the MOQ(Minimum Order Quantity） of order that I have to make?
A：Each order requires a minimum purchase amount of USD 1,500.
Q: Can I set multiple delivery destinations?
A: Only one delivery address can be registered per account.
Q: How long can my order to be held?
A: We can keep your order for 90 days at the longest after you paid your invoice.
Q: Will there be any notification after the shipment is sent?
A: We will notify you of the shipment by email.If a notification was not sent, please contact jacky5183@gmail.com
Q: Can I return the product?
A: We do not accept returns or exchanges due to customer's circumstances.
Thank you for your understanding.
Q: What should I do if the product, packaging is damaged, or parts are missing?
A: If there are defects;
- Provide us Jancode and photos of the damaged items and parcel.
- Contact us within 14 calendar days (10 working days) from the arrival date of your parcel. Beyond this period, defects should be returned at customer's expense.
* Please be aware that replacement/exchange may not be provided due to manufacturer's circumstances.