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!

Our FAQ Categories

Order Status

  • Do you ship discreet ?
  • My order is Processing. What does it mean ?


  • Why is the shipping option I want not available ?
  • Can you declare lower values on the package or mark them as a Gift ?
  • Are there any additional Taxes or charges i my country ?
  • How much is the Shipping cost ?
  • What if no one is Home to receive the package ?
  • Do you ship within Japan ?
  • Why has my order not yet shipped ?
  • I have special requests for the deliver of my package
  • Do you ship to my country ?
  • Where will my order be sent from ?
  • I want my package to be delivered on a certain day or at a certain time
  • Do you ship discreet ?
  • Who delivers my package ?


  • In which currency can I pay ?
  • My Order has been paid but is still Pending ?
  • Which payment methods do you accept ?
  • Why was my Credit Card / Debit Card rejected ?
  • What is Reference Currency and how does it affect how much I pay?


    Cancellations & Returns

    • I wish to return an item
    • How can I cancel my order ?

    Account Management

      Affiliate Program

        Checkout Process

        • How can I use a Coupon Code?

        about Products & Availability

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