Shipping and Delivery Policy

Thank you for choosing Jtokucostume. We are dedicated to delivering your custom costumes, props, and digital files safely and efficiently worldwide. Please read our shipping terms and delivery policies below.

DIGITAL PRODUCTS (3D PRINTABLE STL FILES)

Instant Delivery: All 3D STL files, digital 3D models, and digital templates are instant downloads. No physical items will be shipped for digital purchases.
Accessing Your Files: Upon successful payment confirmation, you will receive an automated email containing a secure download link.
Download Limits & Support: Download links do not expire. If you experience any issues downloading or extracting your zip archives, please contact us with your Order ID for immediate assistance.

PHYSICAL PRODUCTS (CUSTOM COSTUMES, HELMETS & PROPS)

All physical items—including full-body suits, armor pieces, finished 3D printed helmets, and custom prop commissions—are handcrafted and made-to-order.

A. Production & Handling Time

Custom Commissions & Full-Body Costumes: Production time varies depending on complexity, current order queue, and sizing requirements. An estimated completion date will be provided upon order confirmation.

B. Shipping Methods & Estimated Delivery Times

We ship internationally from our studio in Indonesia using trusted courier partners (DHL, FedEx, EMS, or UPS). All shipments include end-to-end tracking and insurance.

SHIPPING RATES & FREE SHIPPING

Shipping Cost Calculation: Shipping rates for physical items are calculated at checkout based on the package weight, dimensions, and destination address.
Shipping costs are non-refundable.
Promotional Free Shipping: When free shipping promotions apply (e.g., qualifying orders to the US), shipments will be sent via our standard express courier service with full tracking.

PACKAGE TRACKING & DELIVERY CONFIRMATION

Once your package is dispatched, you will receive a shipping confirmation email containing your tracking number and tracking portal link.
Signature Required: Due to the high value of custom cosplay builds and props, most international packages require a physical signature upon delivery. Please ensure someone is available at the delivery address.

ITEM RECEIPT & INSPECTION TERMS

To ensure a smooth resolution in case of transit issues, customers must follow these guidelines upon receiving the package:

Unboxing Video Requirement: Customers are required to record a continuous, unedited unboxing video from the moment the outer shipping box is opened to the full inspection of the item. This video serves as necessary evidence for any insurance claims or resolution regarding damage or missing parts.
Inspection Window: Please inspect your item thoroughly within 12 hours of delivery confirmation. Check for fitting, structural integrity, paint finish, and hardware components.
Signing for Delivery: Inspect the external packaging before signing the courier delivery sheet. If the outer shipping box shows severe damage, crushing, or tampering, please request the courier driver to note “Received Damaged” on the receipt or refuse the package, and notify us immediately.
Reporting Issues: Any claims regarding physical damage during transit, missing accessories, or incorrect sizing must be reported to sales@jtoku.com within 12 hours of delivery, accompanied by your Order ID and the unboxing video. Claims submitted after this 12-hour window or without video documentation may not be eligible for insurance coverage or free replacements.

CUSTOMS, IMPORT DUTIES & TAXES

International Orders: Orders shipped outside of Indonesia may be subject to import duties, value-added taxes (VAT), custom clearance fees, or brokerage charges levied by the destination country’s customs authority.
Responsibility: All customs duties, taxes, and import fees are the sole responsibility of the recipient. Jtokucostume has no control over these charges and cannot predict their exact amounts.
Customs Delays: Jtokucostume is not responsible for shipping delays caused by destination customs inspections or clearance procedures.

DAMAGED, LOST, OR DELAYED SHIPMENTS

Insured Shipments: All our physical shipments are fully insured against loss or damage during transit.
Damaged Packages: If your package arrives damaged, please take clear photos or videos of the outer box and the damaged contents immediately. Contact us within 12 hours of package receipt at sales@jtoku.com so we can initiate an insurance claim and arrange a repair or replacement solution.
Incorrect Shipping Address: Please double-check your shipping address during checkout. Jtokucostume is not responsible for lost packages due to incomplete or incorrect address details provided by the buyer.
Jtokucostume will never ship any unfinished products.

If you have any questions regarding your shipment or order status, please get in touch with our team:

Email: sales@jtoku.com