Q: What does "Last Mile Number" mean on my tracking updates?
A: This usually appears on tracking updates of the orders shipped from China. This number is the tracking number used by the terminal courier of your order.
Please read our China Shipping Outline for details about how to find and contact your terminal courier whenever necessary.
Q: Why are some products shipped only from China?
A: A few of our more complex products are shipped directly from China, where most of our products are produced. This decision was made in part to ease the logistics process and lower overall shipping costs paid by our customers.
Please read our China Shipping Outline explaining the shipping process of those products shipped from China.
Q: Are there any promotions currently?
A: While we may not have a promotion running at the moment, we typically have sales and promotions for Black Friday and during the Lunar New Year Festival. You can sign up for our newsletter at the bottom of the site to keep updated for any special sales!
Q: How can I track my order?
A: If you’ve received a shipping confirmation email from us, you should have received a tracking number along with it. Our customers have reported issues when using the Shop app that is occasionally recommended in shipping confirmation emails, so we recommend that you stick to the tracking link provided by the confirmation email.
Please also read the "Who's Delivering My Package" section of our Shipping Policy.
Q: My package did not contain my entire order. I am missing parts of my order.
A: Since our stock is separated into multiple warehouses, sometimes we have to send our products from items from separate locations. You will receive a confirmation email every time a shipment is sent, and the email will explain the products sent via the shipment.
Please also read the "Fulfillment Centers" section of our Shipping Policy and feel free to reach out to us to find out more information about your order.
Q: My package says it was delivered, but I can’t find it anywhere.
A: Please reach out to the terminal courier to find out more information on your delivery. We also advise you to reach out to neighbors or your mailbox manager on the off chance that your order was delivered mistakenly. Please contact us if you still couldn't find the parcel.
Q: My tracking number comes up with an error.
A: Our partnered couriers may take up to several days to begin updating their tracking information. This is typically due to the time it takes them to both receive the order, and enter its information into their system.
Please let us know if the problem persists for more than a week after receiving your tracking number.
Q: How long does it take for my items to arrive?
A: The estimated shipping times will be displayed at checkout, and shipping times will vary by destination. Domestic shipping usually takes 3-7 days after the courier receives the parcel. Overseas shipping typically takes around 2-3 weeks but customs may delay this estimate depending on how long it takes to clear.
Please bear in mind that items shipped from outside our main fulfillment center in California may take longer to process and deliver.
Q: I need to change my address, email, or the items included on my order!
A: Let us know as soon as possible. We can’t edit orders after they’ve been shipped (or after 90 days for pre-sales). You can reach us here.
Q: Are you going to restock X item?
A: If the item is still listed on the store, the answer will most likely be yes, but this is not a guarantee. You can follow us on twitter, or add yourself to the mailing list on the bottom of the website (this will automatically send you email updates for restock announcements and new items).
Q: What payment methods do you accept?
A: We accept all major credit cards, including AMEX, Visa, and MasterCard. For express checkouts, we also accept PayPal, Google Pay, Apple Pay, and Meta Pay.
Q: Are there any import or sales taxes?
A: All customers in the EU will have the Value-Added Tax applied at checkout, depending on the country. Certain states in the United States also require a sales tax for online purchases, and if applicable, those will reflect during checkout as well.
Please read the "Tax" section of our Shipping Policy for more details.
Q: How do I create an account?
A: You can navigate to our login portal by clicking on the Socials icon on the top the store page (top-right corner for desktop site). Alternatively, you can use click here to navigate there directly.
Q: I bought an acrylic item from you, and it looks like there’s scratches on it. What gives?
A: All of our acrylic items (keychains, stands, etc) have a protective layer of film on them to prevent damage during shipping. If you don’t take this film off, you may have the appearance of nicks and scratches on your product. Use your fingernail or a flat edge, and gently peel the film off. You will find them to be looking shinny!
Q: Where can I get a pillow insert to fit the 180x60cm dakimakura?
A: The best option is probably searching dakimakura-specific websites for the proper insert sizes. We’ve prepared a list of potential options for you to purchase your own. Of course, we can't personally vouch for each of these since we haven't tried them all ourselves, so be sure to check customer reviews for the sites in case you buy one!
Mitgard Store - Fluffy Inner Body Pillow Dakimakura
If you have a question that isn't answered here, please check out our Contact Us page!