Frequently Asked Questions

Sometimes our customers come up with questions around our products and services. The otonaJP customer service team has gathered some of the most frequent questions and answers for you to make your shopping experience with us as pleasing as possible. If your question is not listed here please feel free to contact us. We love to hear from you!

Order Status

My order is Processing. What does it mean ?
When your order is Processing, it means that the payment has been completed and we are now preparing your order for Shipment. Please note how long your order is Processing, depends on the availability of the products you ordered. You can find each products availability on the product page of each item. Once all products are ready to ship, your order will leave our warehouse and you will be informed via email including a Tracking Number to follow your package.
Do you ship discreet ?
Yes we ship very discreet. We ship in plain boxes without any mention of adult content. Please also check this page here with pictures.

Shipping

Why has my order not yet shipped ?
You can find each products availability on the product page of each item. For example 2 - 3 business days or 1 week. Please note that those are all estimates. Once all products are ready to ship, your order will leave our warehouse and you will be informed via email including a Tracking Number to follow your package. You can also track your package form your dashboard when you are logged into your otonaJp account at otonajp.com.
I have special requests for the deliver of my package
If you want your package to be delivered to your Neighbor or to be left at a certain location at your house, please contact your local post for that. Please note that we can not take in such requests as we have no influence on that. Simply contact your local post for that once your package has reached your country. You can check where your package currently is via the tracking when you are logged into your otonaJP dashboard at otonajp.com.
Do you ship to my country ?
Yes, we ship Worldwide from Japan.
Where will my order be sent from ?
All orders are sent from our office and warehouse which is located in Sennan City, Osaka Japan.
I want my package to be delivered on a certain day or at a certain time
Please note that we can not take in such requests as we have no influence on that. Please contact your local post for that once your package has reached your country. You can check where your package currently is via the tracking when you are logged into your otonaJP dashboard at otonajp.com.
Do you ship discreet ?
Yes we ship very discreet. We ship in plain boxes without any mention of adult content. Please also check this page here with pictures.
Who delivers my package ?
We ship all orders out with Japan Post. Please note that in your country, the package will be delivered by your local post carrier. This is for example USPS in the United States, DHL in Germany and Chrono Post in France.
Why is the shipping option I want not available ?
Please note that certain shipping options might not be available to your country or depending on the weight of the package. You can see all available shipping options for your order in the shopping cart when clicking "Estimate" or during the checkout process.
Can you declare lower values on the package or mark them as a Gift ?
By default we declare all packages as Gifts and with a lower value. If you have any specific request how you want us to declare your package then please leave a comment during your order. You can do that in the checkout process. If we have any questions about it or if we can not declare the package the way you want us to, we will contact you before we ship the package out. Please also find more info about this here.
Are there any additional Taxes or charges i my country ?
Please note that this is depending on the value of the package and the regulations and custom laws in your country. Please check with your local customs office for this. Any custom Fees that might apply on your order will need to be paid by you. There are not included in the shipping price.
How much is the Shipping cost ?
The shipping cost is depending on your location and the weight of the package as International Airmail is based on the weight of the Parcel. We also offer different shipping options which different prices. You can get an estimate of the shipping costs also before placing the order by clicking "Estimate" in the shopping cart after you entered your country, state and zip code. You will then be presented with all available shipping options and costs.
What if no one is Home to receive the package ?
In such cases, your local post will leave a note in most cases. You can normally then reschedule a delivery or pick the package up at your local post or pick up point. Please contact your local post for that.
Do you ship within Japan ?
We are sorry but we do not send orders to Japanese Adresses. We are located in Japan but as we do not charge 8% Consumption Tax here in Japan, we are only selling to overseas.

Payments

Which payment methods do you accept ?
We accept payments via Major Credit Cards / Debit Cards such as Visa, Mastercard and JCB. We also offer Bank payments and for our European customers we also offer Sofort Banking.
Why was my Credit Card / Debit Card rejected ?
It can happen in some cases that your Credit or Debit Card gets rejected, even if funds are available. This can for example be as some Banks and card Issuers block Adult transactions at first. In this case please contact them and let them clear the transaction. In any case, please contact your Bank or Card Issuer as this is beyond our control. They will be able to help and assist you.
What is Reference Currency and how does it affect how much I pay?
If you have selected a reference currency, please note that this is only a reference to aid you in your online shopping. All purchases and other transactions are charged in Japanese Yen (JPY).Please note that there will be a slight variance between the reference price provided on our website and the actual amount charged to you by your bank or PayPal. Your bank, Credit Card issuer or PayPal might have a different currency exchange rate (usually higher), plus your credit card may incur surcharges for purchases made in other currencies.Please note that we do not have any influence on which currency exchange rates PayPal, Banks or your Credit card company is using. They may differ form rates you find online. For questions about currency exchange rates please contact Paypal, your Bank or your Credit Card issuer directly.
In which currency can I pay ?
All orders placed with Credit / debit card are charged in Japanese Yen by our payment processor Telecom Credit Japan. Other currencies shown on the website are for reference only and the currency exchange rate used by your card issuing bank might be slightly different. Payments via SEPA or Sofort Banking are made in Euro.
My Order has been paid but is still Pending ?
If you order is still Pending it means that the payment was not successful or that the payment is under review. Please check your PayPal account or Credit Card statement if the money was really charged to you or not and contact us if you have any questions.

otonaPoints

Cancellations & Returns

How can I cancel my order ?
Any order that has been successfully paid can not be cancelled anymore in full or part. Please only place an order if you are sure that you will complete the purchase. Unpaid orders can be cancelled on request. For that, please contact our customer service centre here.
I wish to return an item
Please note that only unopened and unused items can be returned. If you wish to return an item, you can do so within 7 days after you received it. To do so please contact us via email, we will then provide you with the Return address and you can then return the goods. Please note that you have to pay for the return shipment. Please note that any returned goods that have been opened and/or used, will not be refunded and you will need to pay for shipping again to get them back.

Account Management

Affiliate Program

Checkout Process

How can I use a Coupon Code?
To use a Coupon Code, please go into your Shopping Cart and enter the Code where it says Discount Codes. After that please click on Apply. If the code does not work, please check if you have the spelling correct or if the the code is still valid. If you need any help please do not hesitate to contact us.

about Products & Availability

When is a Sold out item available again ?
Please note that this really depends on the item and the maker. To get information about a specific item, please be so kind to contact us via email.
Are Japanese Sex Toys smaller than Western Toys ?
While in some cases Japanese Sex Toys might be slightly smaller than Western Sex Toys, there are big enough in general and there should not be any issue with using them. You can also check the size of each item on the product page.

Cart