When shopping with us for the first time, you are likely more concerned about “what happens after ordering” and “what changes can be made” than the product selection itself. Since many of Orient Industry’s products are made-to-order, the procedures vary depending on the production stage. Here, we have summarized the most frequently asked questions according to the order process, focusing only on the essential points.
The Bottom Line (Key Points for Peace of Mind)
- Earlier is better for changes or cancellations (ideally before manufacturing begins or shipping preparations start).
- Pickup at a delivery depot is an option (you can choose a location other than your home).
- You can specify the sender name and item description on the shipping label (for privacy).
- Report initial defects or delivery errors within 7 days of arrival (please check your order promptly).
1. First, Check the “Product Type”
Delivery times, the possibility of making changes, and how delivery dates are scheduled differ significantly depending on whether the product is made-to-order or shipped from stock. If you are unsure, please first check whether the item is made-to-order.
Made-to-Order Products (e.g., Silicone Dolls)
Manufacturing begins after payment is confirmed, with a typical lead time of around one month (this may vary based on the season and specifications). Changing specifications becomes difficult once manufacturing has started, so we recommend consulting us early if you have any doubts.
Small Items (e.g., Wigs, Inserts, Accessories)
If the item is in stock, it will be shipped within a few days of payment confirmation. It may be possible to change the order details if the request is made before shipping preparations begin.
2. Can I buy without registering? Is anonymous purchase possible?
You can make a guest purchase online. However, registering as a member is convenient if you wish to check your order history or use the “favorites” feature.
If you prefer to purchase anonymously, please visit one of our showrooms in person. Online orders require your name, address, phone number, and email address.
3. Payment: For those considering installment plans
For online orders, you can use Orico Web Credit to pay in installments over a period of up to 84 months (subject to credit approval). If paying by credit card, you may be able to change the number of installments after the transaction is complete, depending on your card issuer’s terms and conditions.
Tips for deciding on installments
Deciding on a comfortable monthly payment amount beforehand can help keep your product selection focused. Terms vary depending on the specific agreement, so please check with the respective credit company for details.
4. Shipping costs, delivery times, and scheduling
Shipping costs vary depending on your order. Methods for scheduling a delivery date and time also differ based on the product type. Assuming you can simply adjust the schedule later might lead to difficulties depending on the timing.
Shipping Costs (Estimates)
- Orders including a body: 3,500 JPY
- Orders excluding a body (heads, wigs, holes, accessories, etc.): 1,500 JPY
Estimated Delivery Time
- Made-to-order items: Usually around one month after payment confirmation.
- Accessories: Shipped within a few days of payment confirmation, subject to stock availability.
Specifying Delivery Date and Time
For made-to-order items, we will notify you of the estimated earliest delivery date after confirming payment, and then finalize the delivery schedule in consultation with you. For accessories, it may be possible to specify a delivery time; please enter your preference in the order notes section.
5. Privacy: Shipping Label Details and Pickup Locations
While the sender’s name and item description on the shipping label usually follow standard formatting, these can be changed upon request. If you are concerned about privacy, we recommend specifying your preferred sender name and item description when placing your order.
You may also choose to pick up your order at the nearest delivery service branch instead of having it delivered directly to your home. The delivery service provider will contact you by phone once the product arrives at the branch.
6. Changes, Cancellations, and Returns After Ordering (Important Points)
Changing Order Details
Whether changes can be made depends on the product and the current stage of processing. For made-to-order items, changes may be possible only before manufacturing begins; we cannot accept specification changes once the manufacturing process has started. For accessories, changes may be possible before shipment preparation begins.
Cancellations
We accept cancellations within one week of payment completion. Cancellation fees may apply depending on the circumstances if more than one week has passed. Due to the made-to-order nature of the product, refunds are generally not possible for cancellations made by the customer after production is complete.
Returns and Exchanges
Due to the nature of the product, we generally do not accept returns or exchanges based on customer preference. However, if there is an initial defect or if the item received differs from your order, please contact us within 7 days of delivery.
7. Read Next: Basics of Care and Storage
Three key factors that make a difference after purchase are “color transfer,” “storage posture,” and “cleanliness.” Learning the basics now will save you from rushing later.
Other Useful Links
▶ Basics of Care and Storage (Color transfer prevention / Storage / Maintenance)
More detailed Q&A can be found on the FAQ page.
▶ FAQ (Frequently Asked Questions)
