Frequently asked questions

For international shipping, you can use "Worldshopping.global".
International shipping is available if you purchase using the dedicated shopping cart "Worldshopping.global", which is only displayed when accessing from overseas.
*Please see below for details.
→ https://www.worldshopping.global/guide
*We cannot accept international shipping via any service other than those listed above.
*Sales fees and shipping costs are to be borne by the customer.
*Only available for orders from overseas. We cannot ship domestic orders overseas.

■ International Shipping ■
1) When you access the website from overseas, the “WorldShopping Cart” will be displayed automatically.
2) Add your favorite items to the WorldShopping cart.
Click “Add to Cart” of the WorldShoppinng banner to proceed to buy your favorite items.
The cart will only appear for items that can be purchased from your country.
→Explore WorldShopping Guide for More details. https://www.worldshopping.global/guide

■ International transportation ■
1) When you visit a country/region other than Japan, the bottom section will automatically display the “WorldShopping Cart” (WorldShopping's shopping cart).
2) Adding products that are fun to the general public while shopping.
The flag of "WorldShopping" for "additional goods to purchase" has been announced, but there are products available for purchase in the country.
→Explore WorldShopping guide, understand more details. https://www.worldshopping.global/guide

■ International transportation ■
1) When you visit a country/region outside of Japan, the bottom of the current page will automatically display “WorldShopping Cart”.
2) In the shopping car, you can add products to your shopping cart.
點擊 “Additional Shopping Car” The “WorldShopping” banner is widely advertised, but the product talent meeting is currently in the shopping cart, and the products are still available for purchase.
→Explore WorldShopping guide, more details for understanding. https://www.worldshopping.global/guide

■ Home ■
1) ``World Shopping Cart'' ``World Shopping Cart''.
2) World Shopping World Shopping.
WorldShopping WorldShopping
I want to know what I'm saying.
→Product information. https://www.worldshopping.global/guide

If you click on "Forgot your password?" on the login screen, you will be sent instructions on how to reset your password. Please follow the instructions to do so.

Please contact customer support with the following information you provided when registering:
・Name and phone number
Inquiry form : https://store.ratatan.jp/pages/contact

There are cases where reply emails to inquiries or order completion emails are rejected by the receiving server.

Countermeasure 1: Check your email address
If you use an email address that contains consecutive periods (.), such as a carrier email address used on a smartphone, you may not be able to send or receive emails correctly.
(Example: abcd….ac..12@abcd.net)
If this email address applies to you, please contact us using a different email address.

Countermeasure 2: Domain specific permission
Please allow emails from the following domains to be received.
@store.ratatan.jp
*In particular, if you are using an "au" or "softbank" device and have set up the "Spoofed Email Rejection Settings," please be sure to specify and allow domains in the "Valid List" and "Rescue List" of the Spoofed Email Rejection Settings.

If you are unable to confirm your email, please register using a different email address.

お届け先ご住所の番地記載漏れのご登録が増えております。
正しいご住所の記載がないとお届けができません。お届け先ご住所の番地記載漏れがあった際にはカスタマーサポートよりメールにてご連絡をしております。お荷物が届かず、お問い合わせの返信もご確認いただけない場合はご登録のメールアドレスでご返信が受け取れていない可能性がございます。
別のメールアドレスをご利用の上、ご連絡をお願いいたします。

＜自動キャンセルについて＞
ご住所確認のメールにご返信いただけない場合、メールご連絡日より5営業日後にご注文は自動キャンセルとなります。商品の在庫状況によっては再購入いただけない場合がございますのでご了承ください。
・コンビニ決済、ペイジー決済をご利用の方はご返金のお手続きが必要となりますので必ずご連絡をお願いいたします。
・上記以外の決済方法をご利用の方は自動でご返金となります。

The following payment methods are available.

<Immediate payment>
・Credit card payment (VISA, MASTER, JCB, American Express)
・Paypal (payment will be made in the name of the operating company CLASS EARTH Co., Ltd. or the official Ratatan store)
・Apple Pay payment (displayed only when available)
・Google Pay payment (displayed only when available)
・Paypay payment

<Shipping after payment>
*Not available for pre-ordered items. Pay-easy payment and convenience store payment

If you purchase a pre-order item, payment will be made immediately regardless of when the item is shipped.
Convenience store payment and Pay-easy payment are not available.

Our shop does not issue paper receipts.
You can download it from the following page, so please use it when necessary.

Receipt/invoice issuing page : https://app2.logiless.com/my_page/17216
Please enter the following information to log in and download.
・Order No.
・Email address registered when ordering *Download period: 3 months from product shipment

Our shop does not issue delivery notes due to considerations of resource conservation and protecting personal information.
If you would like to check the details of your order, please check your purchase history on your My Page or check your order completion email.
You can also download the invoice from your My Page below.

Receipt/invoice issuing page : https://app2.logiless.com/my_page/17216
Please enter the following information to log in and download.
・Order No.
・Email address registered when ordering *Download period: 3 months from product shipment

Pre-order items : Shipped sequentially from the release date listed in the product details
Regular products : Products will be shipped within 4 business days after your order (payment) is completed (excluding New Year's holidays, long holidays, and Golden Week).

If you have entered a desired delivery date, that date will be followed.
*If you use Pay-easy or convenience store payment, we may not be able to deliver your order on the date you requested depending on the date of payment. In that case, we will ship your order as soon as possible.
*Delivery may be delayed due to bad weather, the convenience of the delivery company, or other reasons.

You can specify any delivery method other than pre-order items and delivery by post.
Please specify on the order screen.
*Delivery may be delayed due to bad weather, the convenience of the delivery company, or any other reason.
*If you use Pay-easy or convenience store payment, we may not be able to deliver your order on the date you requested depending on the date of payment. In that case, we will ship your order as soon as possible.

Free shipping on purchases over 10,000 yen.
For purchases under 10,000 yen, shipping costs are 800 yen.
*Shipping fee for Okinawa Prefecture only: 1,500 yen. Delivery by post (mail) is 450 yen.

If you cannot specify delivery by mail, your order may exceed the capacity limit or the item is not eligible for mail delivery.

We cannot accept orders for items with different release dates in the same cart.
Please place separate orders for pre-order items and regular items.
*Pre-order items with the same release date can be placed in the same cart.

We take every precaution to ensure the quality of our products, but if there is a problem with the product you receive (a defective product such as dirt or breakage, a malfunction, a wrong product or price, etc.), please contact us using the inquiry form within 7 days of receiving the product.

Depending on the stock status of the target product, exchange may not be possible.
In that case, please note that we will handle the matter by refunding the purchase price.

＜The following items will not be eligible for exchange, return or refund＞
・If the inquiry period above has passed since the product arrived. ・Products that have been used, washed, or have had the tags removed. ・Products that have been soiled, damaged, or scratched while in the customer's possession. ・If we determine that the defect is not an initial defect of the product, but rather a defect that occurred after use. ・If the defect is due to customer convenience (size does not fit, different from what you expected, wrong order, etc.)

<If the shipping box (cardboard) is damaged or soiled>
If the shipping box is damaged when you receive the product, please check the contents on the spot to ensure there are no defects, or contact the delivery office.
Please note that mail delivery is not covered by compensation for damage or soiling of products, as the items are delivered to your mailbox.

＜How to exchange or return a product＞
Please fill out the following information and contact customer support.
■Required information: Name
・Registered email address ・Order number
- Product name - Detailed description of the damage or stain - Please attach a photo of the defective part (format: JPG, JPEG, PNG / size: up to 2MB)
■Inquiry form: https://store.ratatan.jp/pages/contact
After contacting customer support, we will get back to you within 3 business days.

＜I received a different product than the one I ordered＞
If you receive a product that is different from the one you ordered, please contact customer support within 7 days of receiving the product by filling out the following information.
・Name
・Registered email address
・Order number
・Order product name
・Product name received by mistake■Inquiry form: https://store.ratatan.jp/pages/contact
After contacting customer support, we will get back to you within 3 business days.

Please use the tracking number provided after shipping to inform the shipping company of the transfer.
If the above methods do not work, please contact customer support.
Inquiry form : https://store.ratatan.jp/pages/contact
*Please note that depending on the timing of your contact, we may not be able to accept your changes via support.

Our shop does not offer gift wrapping services.
*The delivery note included with products from our shop does not list the price.

For inquiries regarding product shipping, order details, or other matters related to this site, please contact customer support.
Inquiry form : https://store.ratatan.jp/pages/contact

This site cannot answer inquiries about games or anything other than mail order, so please contact the inquiry desk for each work.

We will reply within 2 business days. Please note that it may take longer due to congestion after consecutive holidays or during the New Year holidays.
Customer support business days: Weekdays 10:00-17:00