Frequently asked questions

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Can I change my order after I've placed it?

If you need to make changes to your order, please contact us as soon as possible. We'll do our best to accommodate your request, but we cannot guarantee changes once an order has been processed for shipping.

Do you offer gift wrapping?

Currently, we do not offer gift wrapping. All orders are packed securely to ensure they arrive in excellent condition.

Can I combine my orders?

Generally, we don't merge separate orders or items. Please ensure you've added all items you want to purchase to your cart before finalising the order.

How does Sugoi Shop handle shipping?

Sugoi Shop offers reliable shipping using Australia Post.

The item I want is out of stock. When will it be restocked?

We receive new stock regularly but many out-of-stock items are also unavailable from the manufacturer and may not be restocked if they've been sold out for a long time.

How can I track my order?

Once your order is dispatched, you'll receive an email with tracking information. You can use this information to track your order until it reaches you.

What if my item arrives damaged or defective?

Please contact us within 7 days of receiving your order if you receive a damaged or defective item. We'll arrange for a replacement or refund as per our Return & Refund Policy.

My in-stock items have not been shipped for a few days. Why?

We aim to ship within 1-3 business days of receiving payment, but it can sometimes take longer depending on the item and quantity ordered. We appreciate your patience.

How long will delivery take?

Delivery timelines vary based on the destination. For deliveries within Australia, please allow between 3-7 business days.

For New Zealand, the estimated delivery time is between 5-10 business days.

These are guidelines, and while we strive to deliver within these timeframes, there can be delays due to customs or during peak periods.

Please bear in mind that any customs fees, taxes, or duties associated with international shipping are the responsibility of the customer.