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Frequently Asked Questions

Q: What are your store hours?
A: As we are located in Orchard Park Mall, we are subject to the mall's hours of operation. These hours can be seen on the mall's website, and can also be found on the Contact Us page.

Q: You don't have the item I'm looking for. Can I request it?
A: Of course! We are a new business and we value your feedback. If there is something you would like to see us carry that we don't currently have, 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 more than a few select 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. 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!  At the moment, we are having issues with adding a proper in-store pickup option to our checkout.  We are working on it, and hope to have it working soon, but in the meantime, please contact us by phone (778-214-8554) or email (contactus@chibisanime.com) and we will let you know how to remove the shipping costs.

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