La Tendo FAQs
Table of Contents:
- How do I know if your products are genuine?
- What is the different between the Japan version and International version?
- Do you have a physical store/shop?
- Do I need to be a member to use your Pre-order service?
- How do I become a member and what kind of benefit do I get?
- Can I have multiple accounts?
- I placed an order but haven’t received any notification. What should I do?
- Do you offer combine shipping? And how much is your shipping fees?
- Can I wait until all my pre-orders arrived then ship them together to save on S&H fees?
- What happen if my parcel is lost or damage?
- What happen if I receive the wrong item?
- Can I cancel my purchase?
- My order is taking extremely long time to arrive. What can I do?
- Do you offer wholesale?
- The product I ordered is already released on others stores why haven't you have it yet?
- I want an item that I don't see on your website. Can you get it for me?
- There's an item I want but it's sold out. Can you let me know when it's back in stock?
- When will I know my orders are in?
- Can I ship to other address instead of mine?
- The Product release date had already due for a few months why haven't i got any news? If so can I cancel the orders?
- How do pay via Local Bank transfer?
- Preorder Term and condition
How do I know if your products are genuine?
- La Tendo take pride is selling ONLY original merchandises, we take our goods from respectable and reliable sources such as the main manufacturer Bandai, Good Smile Company, Kotobukiya etc., We are confidence in our product and thus a 100% money back guarantee if the product you purchase from us are bootleg.
What is the different between the Japan version and International version?
- Japan version denote as >> merchandise are shipped directly from Japan
- International version denote as >> merchandise are shipped outside Japan
- Some of the products/company has special seal to indicate their source of origin BUT not all products/company has it.
Do you have a physical store/shop?
- Yes, we are located at Suntec City Mall #03-354 in Singapore. If you can’t visit our shop physically you can still browse at La Tendo 3D Shop.
Do I need to be a member to use your Pre-order service?
- No, you do not need to be a La Tendo member to do pre-ordering on our website, however, by joining as a La Tendo member, you will enjoy discount and earn La Tendo points when you make a purchase or Pre-ordering.
How do I become a member and what kind of benefit do I get?
- Members are entitled to special rate when making purchases at our website and shop; also you will earn 3% La Tendo Points on the actual amount paid. La Tendo Points can be redeemed for future purchase/pre-ordering at the rate of 100 points = SGD$1.00.
Can I have multiple accounts?
- You are strongly advise not to create multiple accounts as it will complicate the ordering and shipping mechanism.
I placed an order but haven’t received any notification. What should I do?
- You should automatically receive an order acknowledgment mail shortly after completing your order at our online store. If you do not receive any email, please check your spam mail setting and make sure you are able to receive email from our @latendo.com domain. If you still did not receive please contact our staff by using the Contact Us form on our website or alternatively you can write to firstname.lastname@example.org. Your order may be cancelled if we not able to contact you.
Do you offer combine shipping? And how much is your shipping fees?
- We use Singpost for all our Shipping; it is possible to use other postmaster upon request. Most of our shipping fees are indicated at the end of your purchase, in the case if the shipping fee is not shown we will send you an invoice when we confirm the shipping fees. Any over-charge on the shipping fees will be refunded to your Credit Card account or PAYPAL account.
- We welcome combine shipping, but on a single order, when they are in stock or pre-orders scheduled to be released the same month.
- In the case when you made a combine purchase of several items, we will send you a refund on the extra charges of the shipping fee.
Can I wait until all my pre-orders arrived then ship them together to save on S&H fees?
- Yes, but as storage is very expensive in Singapore, we can only keep your merchandise for 14 days. We seek your kind understanding.
What happen if my parcel is lost or damage?
- We will not be responsible for any lost and damaged parcel. However, we will provide our Customer all the documentation to file for claim against your local post office. If your parcel does not arrive in the given time frame, please contact us and we will file a report for you. We sent all our item with a tracking number.
Please make sure that the parcel is in good condition when you receive from the Postman, if you should see any dent/damage on the parcel please check the item before signing the acknowledgement slip.
What happen if I receive the wrong item?
- If we sent out the wrong item to you, we will replace your item without any extra charges and pay you to ship back the wrong item to us. You will need to email us a picture of the wrong item and inform us of our mistake within 7 days after you receive the item.
Can I cancel my purchase?
- All sales are final. No returns will be accepted, with the exception of defective items.
- However, there will not be any cancellation fee if you cancel your order on the same day which you place your order.
- There will be a 20% cancellation fee if you decide to cancel the order on the next working day before we shipped out the item. This clause only applies to online shopping NOT Pre-order and Special Request.
- Cancellation is not accepted once you confirmed to the ’Search & Hunt Service’.
- We will NOT accept any cancellation after the item had been shipped.
- Your deposit for the Pre-order(s) will be forfeited if you cancel the order.
My order is taking extremely long time to arrive. What can I do?
- As various countries will have its own custom ruling, we strongly advise you to check and find out from your country custom on receiving of anime product ruling.
- La Tendo always send the merchandise either registered local mail or via Fedex which come with tracking number. So if you are facing this problem, we urge you to be more patient, sometime the postman just need a little bit more time and rest assure La Tendo will try the very best to track down your parcel.
Do you offer wholesale?
- Yes, you will have to provide us documentation to proof you are a legitimate businesses/company, as we do not provide wholesale price for bulk order. Once your application is approve you will be able to access our wholesale account.
The product I ordered is already released on others stores why haven't you have it yet?
- Due to manufacturer allocation policy, sometime our stock may arrive later compare to other shop. We sincerely seek your kind understanding in this matter.
I want an item that I don't see on your website. Can you get it for me?
- Yes, we provide ‘Search & Hunt’ services for our customer please provide the name, picture and budget if possible of the product you are looking for and we will reply you with the pricing.
There's an item I want but it's sold out. Can you let me know when it's back in stock?
- As most of the anime related merchandise is a ‘one-time-production’ unless due to enormous demand than the manufacturer would consider a re-issue. But you can use our ‘Search & Hunt’ service to source for the particular product in the market for you.
When will I know my orders are in?
- Once your pre-order arrived at our store, we will notify you via email and SMS (for local) for collection.
- For overseas customer, your pre-order will be sent out together with a tracking number from Fedex.
Can I ship to other address instead of mine?
- Yes, there is column for you to fill in “Send to another address’ when you check out on the final payment page.
The Product release date had already due for a few months why haven't i got any news? If so can I cancel the orders?
- La Tendo will only make a refund on pre-order either when you cancel your pre-order before the product closing date
- Or when the manufacturer stops production of the merchandise you had pre-ordered.
How do I pay via Local Bank transfer?
- Deposit order amount to:
Bank Details: DBS Current Account
Account number: 001-901534-0
- Screen shot your transaction and email us with your order number
- Email : email@example.com
- Deposit order amount to:
- Preorder Term and conditions
At La Tendo, at all time we strive to give our customer the best and truthful services. Thus, kindly read the below Pre-order’s Terms and Conditions before you make your commitment to secure your favorites merchandise.
Terms and Conditions for La Tendo Online Shop
- A non-refundable deposit is required for all Pre-order; order is secure only when deposit has been made/ confirmed.
- Customer will have to collect and pay the balance payment within 2 weeks after Pre-order item had arrived to enjoy the 'pre-order price', collection after 2 weeks will be charged as store retail price.
- A Full Refund will only occur when La Tendo could not secure the item or when customer cancellation of Pre-order before the item closing date.
- La Tendo reserve the right to amend the price of the Pre-order/Sale item with/without prior notice to the customer, once the transaction is complete, La Tendo shall endeavor to maintain the price stated in the Pre-order listing/Sale item.
- When stocks cut or shortage occur, available stocks will be distribute in accordance maximum 1 (one) piece to customer with the earliest pre-order. (Only apply to Pre-order.)
- Photos shown in our catalogue are of prototypes or samples provided by the manufacturer. There may be some inconsistencies between the prototypes and the ones actually marketed for mass-production. Additionally, some products have sections that need hand painting at the factory, which may also cause individual differences. Occasionally you may notice small imperfections in paint or parts on your item. These are naturally occurring inconsistencies caused by the mass-production process and are not considered defects. Any superficial box damages (dents, creases) are not considered ‘damaged goods’, therefore neither exchange nor refund will be made.
- Any defects (i.e. broken limbs, missing parts) found are to be reported within 3 days (Overseas Customer will need to send us a picture of product via email no later than 3 days after receiving the merchandise), and will be handled on a case-by-case basis, exchanges will be subjected to manufacturers/suppliers final decision.
- Special pre-order discount / early bird discount (if applicable) are only awarded to collection done within 2 weeks from arrival date. Store retail price will be charged if collection after 2 weeks.
- Customer understands that pre-ordering an item is not a guarantee purchase.
- Shipping and Handling Fees will be billed separately if delivery incurred or when customer chooses a different shipping/collection method.
- We are not able to accept pre-order/sale for Chase/Secret piece (unless otherwise stated).
- Local customer can choose to pay via Bank Transfer, PAPAL, All Major Credit Card. Membership Points or cash ONLY at La Tendo.
- If you could not pick-up your pre-order item within the time frame given please inform any of our staff or email (firstname.lastname@example.org), we are always here to assist you. (Only apply to Local customer)
- La Tendo reserve the right to amend/add/delete any of the Pre-order/Online Sales Terms and Conditions with/without prior notice.
- Customer will have to agree to all the above Terms and Conditions before making a Purchase/Pre-order with La Tendo.
Update on 6th May 2016 - La Tendo Management