Because we aim to provide efficient service and delivery, orders are processed as quickly as possible. Therefore, orders may not be able to be changed once they are placed. If you do need to modify or cancel an order, please contact us as quickly as possible via fanpages, or at info@hirosarts.com.

We begin processing your order as soon as it is received. Estimate shipping date varies depending on each product. We process orders on business days, which are Monday through Friday, Eastern Standard-Times. We exclude holidays observed by the Post Office: New Year’s Day, Presidents’ Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, and Christmas. The majority of orders are produced and shipped within 7-10 business days. The processing time for custom orders such as Pokemon keycaps, custom wrist rest is 3 – 4 weeks. Shipping takes over 8-20 days on average during COVID-19, depending on your location. Note: The estimated shipping date on our webpage is the date when the parcel will be shipped out.

The shipping option is determined by the destination zone. Orders are shipped via USPS (the US), Auspost (Australia) or Royal Mail (the EU, UK, Canada, and other countries). Please note that due to COVID-19, shipping times may be delayed.

When your order is shipped out, we will update a tracking code via email so that you can stay up-to-date with your order status. To track an item, go to Tracking order page and enter your Order ID and the email address you used to place the order. If you can’t find this info—or want to learn more about this process, please email us at info@hirosarts.com.

In the unfortunate event of a damaged or broken product upon delivery, kindly inform us, and we will promptly arrange for a replacement. A new tracking number will be provided for your reference.

If your order has not arrived by the estimated delivery date, please contact our customer support. We will investigate the matter and provide you with the necessary information and updates on your order status.