Return policy

Return, Exchange and Refund Policy

Thank you for shopping with WakukuUS. Please read the following carefully to understand our after-sales policy for orders shipped within the United States.

1. After-Sales Service Terms & Conditions

If your package encounters any of the following issues, please provide sufficient evidence so we can process your after-sales request (replacement or compensation) appropriately.

Shipping Time Reminder:
All orders ship within 24 hours, with an estimated delivery time of 3–5 business days.
If delays occur due to force majeure (natural disasters, strikes, holidays, severe weather, etc.), delivery may be extended by several days.

1.1 Package Shipping Issues (Loss or Theft)

Scenario A: Carrier or Facility Delays

If tracking updates show delays caused by carrier processing, operational backlogs, or regional facility congestion, these situations typically require additional time and do not qualify as “lost” or “stolen.”

Please allow adequate time for the carrier to update the tracking information.

If the tracking status remains unchanged for over 2 weeks after the expected delivery date, contact us at mkpwcmk@gmail.com for assistance.

Scenario B: Non-Routine Shipping Exceptions

Tracking information remains stagnant for more than 7 consecutive days, or the carrier explicitly reports an exception.

Required Documentation (Scenario B):

  • Complete screenshot(s) of the abnormal tracking status

  • Any official carrier notice related to loss, damage, or delivery failure

1.2 Goods Received Damaged or Incomplete

If an item arrives damaged (shattered, broken, severely bent) or missing essential components, you may request after-sales service.

Required Documentation:

  • Clear photos or videos showing the damaged or missing parts

Note:
For blind-box or collectible items, an unboxing video may be required, showing:

  1. The intact shipping label

  2. All sides of the outer packaging

  3. The complete unboxing process and inspection of the product

2. Order Cancellation

2.1 Before Shipment Confirmation

Orders may be canceled before you receive the Shipment Confirmation Email (with tracking number).
Approved requests will be refunded promptly.

2.2 After Shipment

Once the order has shipped, cancellation is not guaranteed.

To attempt cancellation after shipment:

  1. Refuse the delivery

  2. Return the package unopened and undamaged

Refunds will be processed after we receive and inspect the returned goods.

Important Notes:

  • We may deny refunds for used, opened, or tampered items

  • Refunds may take up to 7 business days to appear in your account

3. Address Issues

Address changes must be requested before the Shipment Confirmation Email is sent.
Delivery failures due to incorrect or incomplete addresses are not covered by after-sales service.

4. Defective Items or Product Issues

If you receive a defective product, please contact mkpwcmk@gmail.com immediately.

Requirements:

  • Photos or videos showing the issue

  • Keep all packaging materials (boxes, bags, inserts)

Missing packaging may affect eligibility for after-sales service.

5. Liability Clause

  • Returns or exchanges for non-quality issues require customers to cover return shipping fees

  • Refunds for product cost will be issued within 2 business days after receiving items that remain in resaleable condition

  • Blind-box products cannot be returned or exchanged once opened

  • Damage to outer packaging only (with the product intact) does not qualify for after-sales service

  • Delivery failures caused by incorrect customer-provided information are not covered

  • All transactions are processed in USD, and refunds will match the original USD amount paid

  • Currency conversion or payment processing fees from your bank/payment provider are not refundable

6. Other Notes

  • Claims submitted after tracking shows “Delivered” cannot be refunded if the item was actually received

  • Blind-box items cannot be returned unless proven defective

  • After-sales requests must be submitted within 7 days of the delivery date shown on tracking

  • Items opened by customs or carriers are not eligible for after-sales service

  • Refunds apply only to the actual amount paid

  • Refunds do not cover price differences due to promotions, discounts, or limited-time sales

For any questions, please contact: mkpwcmk@gmail.com