FAQ

About FAQs

Welcom to Onitsuka Tiger Online Store. These FAQs are most frequently asked questions for international customers who are located outside of Japan. If you are wanting to ship to Japan, please visit our JP site.

About Global-e

Q1.What is Global-e?

A1. Global-e is a trusted global ecommerce vendor whose solution allows Onitsuka Tiger to provide the best possible user experience to our international customers. Global-e will be the company that you contract with for any international purchase of Onitsuka Tiger Online Store products and will handle and process your payment. Approved international carriers will deliver your packages.

To read more about Global-e’s terms and conditions, please visit here. Global-e may also collect personal information about you or your transaction. Please visit here to read their privacy policy.

Delivery & Shipping

Q1.How long does it take to ship and deliver?

A1.Shipments from our warehouses in Japan typically take 1-4 business days (excluding weekends and holidays). You can expect delivery within 3-8 business days after dispatch. To track your shipment, please click here. If tracking information hasn't been updated for more than 5 business days, please let us know, and we will initiate an investigation. Please note that it may take several weeks to confirm the whereabouts of your package.

Regarding Lost Shipments:
While we strive to ensure the safe delivery of your items, if your shipment is lost during transit, we will provide a full refund. Should such a case occur, our Customer Service will contact you directly. If you do not receive any communication from Customer Service and your item does not arrive, please contact us. We will promptly investigate the matter.

Regarding Unattended Deliveries:
Please note that we cannot accept responsibility for any losses that occur after unattended deliveries specified by the customer. Unattended deliveries are at the customer's risk, so we kindly ask that you fully understand the risks of loss or theft before opting for this delivery method.

Q2.When can I track my order after I placed an order?

A2.Packages shipped via courier can be tracked using the link sent in your shipping confirmation. Please note that a courier can take up to 48 hours to generate information to their tracking website. If there has been no update on the tracking information for more than 5 business days, please let us know so that we can open an investigation with the shipper.

Q3.I have not yet received tracking information, when will I recieve it?

A3.It can take between 1-4 business days (not including weekends and national holidays) for us to prepare a package for international delivery. Once your order ships, you will be sent an auto-email containing tracking information.

Q4.My package is not moving on the tracking link

A4.Standard couriers can take up to 48 hours to generate information to their tracking website and updates are not continuous. If there has been no update on the tracking information for more than 5 business days, please let us know so that we can open an investigation with the shipper

Q5.Can I change my delivery address?

A5.Unfortunely, once you placed an order, it is impossible for us to make any changes (change of model, size) for technical and logistical reasons. However if your order is in preparation status we have very little time to change your delivery address from a logistics point of view. Thus we cannot guarantee that the modification is possible. Please contact our custoemr service to submit your request.

Q6.Do you deliver to my country/location?

A6. Please click on the flag icon on our homepage to view the countries/locations that we ship to. If you cannot see your country/location listed, then it is likely that we do not currently ship there. Also, you can check from here.

Q7.How much will it cost to ship to my country/location?

A7.Please click on the flag icon on our homepage and select your delivery country/location. Shipping costs are calculated automatically at checkout and depend on destination country/location and size/weight of the package.

Q8.My package is stuck in customs

A8.Customs clearance is beyond our control, as are any delays resulting from inspections by the customs authorities. If your packeage is stuck in customs, or customs contact to you directly, please contact us for further investigation.

Payments & Taxes

Q1.How can I get a copy of the invoice?

A1.If you need us to email you a copy of your invoice, please contact to our customer service.

Q2.What payment methods do you accept?

A2.We accept all major debit and credit cards such as Visa, MasterCard, American Express and other payments methods such as PayPal. During the checkout process, the supported payment methods are displayed on screen.

Q3.Do I need to pay duties & taxes?

A3. Import duties and taxes may apply upon receipt of international orders. These duties & taxes are beyond our control as they are set by the Customs Authority of the destination country/location and depend on a number of factors, such as:

・Country/location of origin of the purchased product
・Local VAT rates
・Local import taxes


It will be your responsibility to pay these charges if and when asked to by your local authorities. Our guaranteed landed cost shipping service allows you to prepay all taxes and there will be no additional charges when you receive your package – guaranteed! All you need to do is prepay the duties at our checkout. In some country, you can choose to pay upon delivery.

Please note that any inspections and fees applied on imports to your country/location are beyond our control, should you decide not to prepay your taxes during checkout.

Q4.Are duties and taxes refundable on return orders?

A4.Any duties and taxes paid separately are nonrefundable (exceptions may apply for some specific countries). Please contact to our customer service for further information.

Return & Refunds

Q1.What items are eligible for return?

A1.Returns are accepted 14 days of your online order delivery date. The return item must be unworn, unwashed and unused with original labels attached, qualify for a return.If you would like to return the product, please contact to our customer service from here.

Q2.What kind of fee will cost for return?

A2.The handling fees for returns vary depending on the reason. Please review the following:

1. Defective Item:
・The full purchase amount will be refunded, and we will cover the return shipping costs for the item.
・Please send the item back via cash on delivery (COD).

2. Customer-initiated Returns (e.g., item not as expected, incorrect size, accidental order):
・We cannot refund the shipping fee incurred at the time of shipment.
・The return shipping fee will be the responsibility of the customer.

Q3.I received a faulty item, how can I return?

A3.We apologize for the inconvenience caused by the condition of your package upon arrival. To assist us in addressing this issue with our shipping partner, we kindly request that you provide photo of the faulty item. Please contact to our customer service with photos and your order number. After we receive the photo and if we can approve as initial failure, we will process the return & refund process.

Q4.There is an item(s) missing from my order

A4.We apologize for the inconvenience of not receiving all the items you ordered. Please inform us which specific products are missing and a photo of the actual delivery so that we can conduct a thorough investigation into the matter.

Q5.How long the refund process takes?

A5.For returned items, it can take up to 21 business days for the funds to credit back to your original payment method as the below steps need to be followed:

1- Shipping time to arrive back to our warehouse
2- Processing and inspection for refund approval
3- Authorization to finance department to issue refund
4- It can take up to 7 business days for the funds to credit back to your payment method once our finance department process the refund.

Should your refund not be processed within the 21 business days, please send us the tracking number for the returned package so that we can investigate further.

Order Issues

Q1.Can I cancel my order?

A1.Our system processes orders immediately, which means we can’t make any changes once you have placed it and we’re usually unable to stop orders from processing and shipping. If we are able to stop the shipment, you will receive an email confirming cancellation of the order and any charges made will be reversed. Should the order ship, you will receive an email containing tracking information. If you wish to return the items upon receipt, please contact our customer support after you receive your order.

Q2.Why was my order canceled?

A2.There are various reasons why an order may have been canceled such as:

・Out of Stock
・Unverified information
・Payment decline
・Tech issues
・Incorrect address

If your order was canceled, you should receive an email notification detailing the reason. Sometimes an order does not process – this could be due to two possible reasons:

・The time lapse between ordering the item and confirming payment
・The item changed to out of stock during the ordering process

To prevent this from happening again, we kindly request that once the item is selected you proceed to payment confirmation as soon as you can.

Q3.I have made a duplicate order, what will happen?

A3.Our system processes orders immediately, which means we can’t make any changes once you have placed it and we’re usually unable to stop duplicate orders from processing and shipping. If we are able to stop the shipment, you will receive an email confirming cancellation of the order and any charges made will be reversed. Should the order ship, you will receive an email containing tracking information. If you wish to return the items upon receipt, please contact our customer support after you receive your order.

Q4.How can I make an order?

A4.1. Select your shipping country/location by clicking on the flag icon on our homepage

2. Select the item/s you wish to buy

3. Click on “checkout”

4. Fill in your address and payment details

You will receive an automatic email confirming the details of your order. It can take between 2-4 days to process an order for international shipping. Once your order ships, we’ll send you an email containing tracking information. We aim to meet the delivery times quoted but sometimes circumstances beyond our control, such as extreme weather conditions or customs inspections, can result in delivery delays.

Q5.Can I add an item to my order?

A5.We are unable to change orders once they have processed through our system. Regrettably this means we are unable to add an item to your order. If you wish to purchase an additional item, please place a new order.

Q6.Can I remove an item from my order?

A6.Our system processes orders immediately, which means we’re unable to change orders. Regrettably this means we are unable to remove an item from your order.

Q7.Can I change my billing address?

A8.For your financial security, we are unable to make any changes to the billing details after an order has been placed. If you have received an order confirmation, then your order is processing and should ship to you very soon. Once dispatched, you will receive an auto e-mail containing tracking information for your reference.

Q8.Can you change the amount of my invoice?

A8.We are unable to make any changes to invoices. We are required by law to indicate on all commercial invoices and official documents full and accurate details of the order including price.