Help
Frequently asked questions
Short version: you pay in two steps — the item + our service fee first, then the exact shipping after we buy it. Here are the details.
Do I pay for everything at once?+
No — you pay in two steps. First, the item + our flat service fee, so we can buy it for you. Then, after we've bought it and weighed it, you pay the exact international shipping. This way you pay the real shipping cost, not a padded estimate — and nothing ships until both are paid.
I paid — why hasn't my item shipped yet?+
After your first payment (item + fee), a KAIVA buyer purchases your item in Japan. Once it's in hand we weigh it and email you the shipping cost. Your item ships only after you pay that second, shipping payment. You can see exactly which step you're on at any time on your tracking page.
How soon will I get my shipping quote after I pay for the item?+
After you pay for the item, it usually takes about 1–7 business days for the shop to deliver it to our warehouse in Japan. As soon as it arrives we weigh and measure it and email you your shipping quote.Special, made-to-order, pre-order or hard-to-source items can take significantly longer— we'll keep you posted on your tracking page.
Why is shipping charged separately?+
International shipping depends on the item's actual weight and size and your address (remote areas and islands cost more). We can only know the real cost after we buy the item — so we quote it then, and you pay the exact amount instead of an inflated guess.
How long does it take?+
We usually email your options within 24–48 hours. After you pay for the item, buying and preparing it typically takes a few business days to a couple of weeks depending on the item. International delivery time then depends on the carrier and destination.
What if my item is sold out or you can't find it?+
If we can't source it, you receive a full refund. You can also cancel for a full refund any time before we purchase the item.
Can I return it or get a refund?+
Because we buy each item to your order, all sales are final. Refunds apply only if we can't source your item, you cancel before purchase, or we ship the wrong item. See Returns & Refunds.
Will I be charged customs or import duties?+
Import duties or taxes may apply and are charged by your country's customs, not by KAIVA— unless they're prepaid and included in your shipping quote (e.g. DDP, which some destinations such as the US may require). They're otherwise separate from what you pay us. Please check your country's import rules before you order.
How do I track my order?+
Every request has its own tracking page (linked in your emails and under My requests). Once it ships, you'll get a tracking number with a direct link to the carrier.
Is it safe to pay?+
Yes. Payments are processed securely by Stripe — KAIVA never sees your card details. You only ever pay after you approve.
What can you buy? What can't you?+
Almost anything sold in Japan — figures, trading cards, fashion, homeware, beauty, games and more. We can't handle prohibited or restricted items (weapons, counterfeits, ivory, hazardous goods, etc.). See Terms.
Do I need an account?+
Yes — you sign in to send a request. It keeps all your requests in one place and lets you approve and track them from any device.