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Frequently Asked Questions

Q: What are your store hours?
A: We are open Sun-Wed from 10-6 and Thurs-Sat from 10-8. Any changes can be found on the Contact Us page. Our Google page will also always have the most up-to date information on store hours and closures.

Q: You don't have the item I'm looking for. Can I request it?
A: Of course! The world of anime is incredibly large, and there is always more merchandise available to us than what we currently have room to carry. If there is something you would like to see us bring in, feel free to contact us and let us know about it! We can't guarantee that we'll be able to get it for you, as we are limited to what our suppliers carry, but we will certainly try!

Q: I'm looking for a specific cosplay costume. Are you able to order it?
A: Unfortunately, we will no longer be carrying full cosplay outfits. If you are looking for something specific, feel free to contact us and we will do our best to help you get in touch with someone who can help you find what you are looking for.

Q: Is your merchandise licensed?
A: Yes! We only carry merchandise that we are confident is 100% officially licensed. As anime fans ourselves, we strongly believe that it is important to support the people who create the stories and shows that we love. When you purchase bootlegged items, the money goes to unassociated third parties which are quite often criminal in origin. There is also the risk that the materials used to make the bootleg merchandise is dangerous, such as lead-based paints. As such, we refuse to purchase or sell bootlegged items.

Q: How are your shipping rates and times determined?
A: We ship through Canada Post, and therefore our rates and delivery estimates are determined by them.  These are also subject to change without notice. 

Q: My package took longer than the expected time.  Why?
A: The expected delivery dates posted at checkout are rough estimates based on the Canada Post website.  Unfortunately, Canada Post estimates are not always exact and sometimes this leads to packages arriving later than expected.  We will always provide a tracking number when we have shipped your order out, so you will be able to keep track of your purchase.

Q: Can I purchase an item online and pick it up in store?
A:  Yes! We are working on a more elegant way to add in-store pick-up as an option, but for now we do have a way to add it. There is an item called "IN-STORE PICK-UP (KELOWNA, BC)", which will automatically set your shipping to In-Store Pick-Up when added to the cart. If you change your mind and decide you want the order shipped instead, simply remove the In-Store Pick-Up item from your cart and your shipping options will return to normal. This item is only available to people who are located in BC.  If you are from out of province but will be in the Kelowna area and wish to make use of the in-store pick-up, please contact us and we will be happy to provide an alternate solution.  In order to pick up your order you will need to have proof of purchase or a piece of photo ID matching the purchaser information.

Q: I live outside of Canada/the United States.  Can I still order from your site?
A: Unfortunately, due to licensing concerns, we are limiting our shipments to customers located in Canada and the US only. For the same reason, we will not ship to third-party addresses such as shipment forwarding companies.  If this changes, we will post an update with more information. 

Have a question that wasn't answered? Contact us at contactus@chibisanime.com

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