FAQ

For products with "Confirming inventory", it is displayed when we are considering additional sales after reaching the planned number of sales, or when there is a possibility of reselling that amount in the event of cancellation. I'm here.

Therefore, you cannot purchase an item while "Inventory Checking" is displayed.

In addition, the timing of reselling is irregular, so we cannot answer even if you contact us.
Please note that if the stock cannot be secured, the display will be changed to "SOLD OUT".

It is conceivable that you have set domain-specified reception, etc.
Please make sure that you can receive emails from noreply@gueststore.kerorofc.com.
In addition, since the order confirmation email is automatically sent from the system, if you do not receive it, it is set so that you cannot receive "emails sent from the system", "emails containing URLs", "emails automatically sent", etc. There is a possibility that Please check your reception settings.
If you do not receive an order confirmation email, please check the details of your order from "Order History" on [My Page].

It is not possible to add or change the contents of the order, change the payment method, or cancel it after the order is completed.
Please consider carefully before placing an order.

Please select [Same as shipping address] here.
Even if you select [Use a different billing address] and change the address, the invoice will not be sent to the changed address.
Please note.

Once your order is complete, you cannot change the delivery address or phone number yourself.
Please be sure to contact us by email using the inquiry form with the following information:

・Order number ・Subject: Please write "Request to change delivery address" ・Inquiry details: Please write "Name, postal code, address, and phone number at time of order" and "Name, postal code, address, and phone number of new address"

We will notify you once the change process is complete.
If you do not receive a reply within 3 business days, please contact us again using a different email address.
Please note that once we have started preparing your order for shipping, we will not be able to make any changes, even if you contact us.
*It is not possible to change to have the package held at the delivery company's office, post office, or convenience store.

We accept credit cards.

Payment will be made after the order is placed, so please check the debit date listed on the usage statement for the month following the month in which the order was placed.
In addition, the usage statement from the card company will be described as "Keroro Fan Club Store Guest Only".
Payment will be handled only as a lump sum payment.

The shipping time varies depending on the product ordered, so please check the details page of each product.
*Items that do not have a shipping date listed on the product detail page will be shipped within 7 business days (*about 7 days excluding weekends and holidays) after confirming the order.
* Since it is "shipping" instead of "arrival", the actual number of days it takes to deliver depends on the area you live in and the transportation situation.
*If you order products with different scheduled shipping dates at the same time, they will be shipped together according to the product with the latest scheduled shipping date.
* It may take 7 business days or more to ship goods sold at the venue, such as events, depending on the inventory status.
*We cannot accept special packaging such as specifying the delivery date and time, delivery method, or as a gift.
*Items will be delivered by Yamato Transport, Sagawa Express, or Japan Post. You cannot specify the delivery company.
After the shipment is completed, an order completion email will be sent, so please check it. The e-mail contains the "customer tracking number" so that you can check the status of the shipment yourself.
If the customer is not present at the time of delivery, please follow the procedures for receiving the product according to the absence contact form posted by the delivery company.
In the case of cat POS, it will be posted and delivered to the post (if it does not fit in the post, it will be returned).
If the item is not received within the storage period, it will be returned to the sender. In addition, the customer will be responsible for the shipping charges that occur when the product is reshipped. If more than one month has passed since the date of your order (the estimated delivery date for reserved items) and you have not received the item, please contact us using the inquiry form on the website.

If you have not received your first delivery within 2-3 days of being able to track your package, please contact the delivery company at that time as it may not have been delivered due to reasons such as your long absence or an unknown address.
*The delivery company's storage period is 7 days from the date of initial delivery (or the date of delivery if the address is unknown). If 7 days have passed, the product will be returned to us as a refusal to receive the product, and the round-trip shipping costs for re-shipment will be borne by the customer, so please be aware of this.

We cannot accept any orders as they will be shipped according to the order number.

It is not possible to specify the date and time of delivery or the delivery company.

Please send a product image of the defective part to the following email address within 7 days after the product arrives.

Once we have confirmed that the product is defective, we will exchange it for the same non-defective product.
Please note that we do not accept returns.

*Exchanges cannot be accepted in the following cases: ・The product has been used ・If it has been more than 7 days since the date of purchase ・If the product is damaged or soiled by the customer In the case of minor scratches on manufacturing

Please enter "Keroro Fan Club Store (Guest Only) Initial Failure" as the subject of the email, and specify the following in the body of the email.
・Order number ・Orderer's name ・Product name ・Size ・Color ・Defective condition

[Email address]
info@store.kerorofc.com
*We will receive your message 24 hours a day, but we will reply to you only on weekdays ■ We will reply within about 3 business days (about 3 days excluding weekends and holidays).
If you do not receive a reply e-mail, it may be due to your reception settings, so please contact us again "from another e-mail address".
If you receive it with gmail, it may be automatically sorted into the spam folder, deleted folder, or other folders. If you do not receive a reply email in your inbox, please check each folder.

We do not accept exchanges for any reason whatsoever.
Please be aware of this before placing your order.

We do not accept returns under any circumstances.
We also do not accept exchanges for any reason whatsoever.

We aim to reply within 3 business days (within 3 days excluding Saturdays, Sundays, holidays, year-end and New Year holidays, and summer holidays).
If you do not receive a reply email even if you wait longer than that, it is possible that the reception setting is the cause, so please contact us again "from a different email address".

In addition, we will read all emails such as opinions, requests, impressions, etc. and use them as a reference for future operations.
Please note that we have not sent a reply.

*Replies to inquiries are sent from "info@store.kerorofc.com".

*Even if you send an inquiry e-mail to the automatic delivery e-mail address "noreply@gueststore.kerorofc.com", we will not be able to confirm the content or reply as this is a delivery-only address.

*Please feel free to contact us for details regarding the order process.
Please note that we may not be able to reply in time for inquiries made the day before the deadline for ordering or on the same day.

<For customers using gmail> If you receive it with gmail, it may be automatically sorted into the spam folder, deleted folder, or other folders.
If you do not receive a reply email in your inbox, please check each folder.

If you have checked the [Frequently Asked Questions] and it still does not solve your problem, please contact us using the email form.

*If you have already placed an order, be sure to let us know your order number.
*Please refrain from making inquiries about anything other than mail-order sales.

Keroro Fan Club Store (for guests only)
"Contact Us
Received 24 hours a day, but replies are only available on business days (weekdays excluding Saturdays, Sundays, national holidays, year-end and New Year holidays, and summer holidays)