FAQ

General
Payment & Shipping
Exchanges & Return
Co-Kan Coins

General

HOW DO I CONTACT CO-KAN?

You can write to us at hello@co-kan.co or use our contact form. If you don't find your answer here, feel free to get into contact with us.

CO-KAN DOESN’T CARRY MERCH OF THE SHOW I’M INTERESTED IN. CAN YOU ORDER IT?

The possibility exists! Please let us know using the contact form.

THERE IS A SHOW OUT RIGHT NOW THAT I WANT MERCHANDISE FOR, WHERE CAN I FIND IT?

It’s not unusual for merchandise of said show to only be released 2-3 months after the first episode has aired. We urge you to let us know if there is a series you want us to consider - earlier is always better! The contact button - hit it!!

I’D LIKE TO DO A COLLABORATION WITH CO-KAN. IS THIS POSSIBLE?

The possibility exists! We’re always open to chatting about collaboration. Drop us an email hello@co-kan.co or our contact form.

IS YOUR ANIME MERCHANDISE OFFICIAL?

Totally. We only carry official anime merchandise.

WILL THE ITEM LOOK LIKE HOW I SEE IT ON MY MONITOR WHEN I RECEIVE IT?

We try our best to provide high quality photos under realistic lighting whenever possible. Due to different color settings of monitors and viewing conditions, the color of the product may differ very slightly from the photograph.

PAYMENT & SHIPPING

WHAT TYPES OF PAYMENT DO YOU ACCEPT?

We accept all major credit cards along with PayPal.

WHERE ARE YOU SHIPPING OUT FROM?

We ship out from Sacramento, California.

DO YOU SHIP INTERNATIONALLY?

Unfortunately, we are currently only able to fulfill orders in the United States. We hope to provide such service in the future.

AFTER ORDER CONFIRMATION, HOW LONG DOES IT TAKE FOR MY ORDER TO SHIP? 

We usually ship same business day on weekdays for orders placed before 12pm PST.

HOW LONG DOES SHIPPING TAKE? WHAT SERVICE DO YOU USE?

Most orders arrive within 3 business days via USPS priority or first class. Please allow up to 5 days if you live outside the continental US.

I FORGOT TO USE A DISCOUNT CODE AT CHECKOUT THAT I WAS ELIGIBLE FOR, CAN I STILL GET IT?

Nah man, you're screwed. Just kidding - Of course we can help! Contact us!

EXCHANGES & RETURNS

MY ITEM ARRIVED DAMAGED. WHAT’S THE DEAL?

If your items arrive damaged, please send us photos of the damage and the packaging so that we can forward them as a claim to our carrier. We will give store credit or send a replacement if available.

CAN I CANCEL MY ORDER?

Not a problem! As long as you haven’t received your shipment email yet, you can contact us at hello@co-kan.co to get your cancellation processed.

CAN I RETURN ITEMS FOR A REFUND?

Absolutely! We have a 30 day satisfaction guarantee on all itabags and products marked "By Co-Kan". You can contact us for a free return label. For more details, check out our shipping and return policy page.

I OPENED A BLIND BOX AND DIDN'T GET [CHARACTER], WHAT'S THE DEAL?

Blind boxes are blind. As such, there is no guarantee of receiving a certain character.

IS YOUR ANIME MERCHANDISE OFFICIAL?

Totally. We only carry official anime merchandise.

WILL THE ITEM LOOK LIKE HOW I SEE IT ON MY MONITOR WHEN I RECEIVE IT?

We try our best to provide high quality photos under realistic lighting whenever possible. Due to different color settings of monitors and viewing conditions, the color of the product may differ very slightly from the photograph.

 

Co-Kan Coins

WHAT IS CO-KAN COINS?

This is our way of showing our appreciation. You’ll earn coins for activities on our site, like referrals and purchases. You can use them to earn discounts off purchases, so the more you collect the more you save.

WHO CAN JOIN?

Anyone with an account is automatically enrolled.

HOW DO I EARN COINS?

You can earn coins for all sorts of activities, including referring friends, and making purchases. To see all the ways you can earn coins click the *Earn coins* tab in the menu.

I AM A LONG TIME CUSTOMER, CAN I GET COINS FOR MY PREVIOUS PURCHASES?

Yes! You can get 5 coins for each dollar for all purchases made before on your account or email address. You'll need to contact us at hello@co-kan.co asking to be grandfathered into the new system. We'll need some information to confirm your identity though!

HOW DO I VIEW MY COIN BALANCE?

Your coin balance is on every page in the top bar.

HOW DO I REDEEM MY COINS?

Select the tab called *Redeem coins*. Here you’ll see all the rewards we offer. If you have enough coins, you can redeem them for a reward.

IS THERE A LIMIT TO HOW MANY COINS I CAN EARN?

No. Go ahead and earn as many as you can!

To prevent abuse, some activities have a limit to how frequently you can earn coins. If you did one activity multiple times in a row and didn't receive the correct amount of coins, please write to us at hello@co-kan.co !

WHAT DO THE 'approved', 'pending', AND 'cancelled' STATUSES MEAN?
  • **Approved:** These coins can be redeemed on rewards immediately
  • **Pending:** These coins are need to be verified before you can redeem them. This typically applies to purchases and referrals
  • **Cancelled:** These coins will not be added to your account. For example, this will happen if you cancel a purchase (the coins will change from pending to cancelled)
WHAT HAPPENS IF A FRIEND I REFER CANCELS OR RETURNS THEIR ORDER?

Your pending coins will become cancelled and will be removed from your account.

WHY DID MY COIN BALANCE GO DOWN?

You, or someone you referred, cancelled or returned a purchase.

I COMPLETED AN ACTIVITY BUT DIDN'T EARN ANY COINS!

It can sometimes take a few minutes for us to process your activity and provide your coins.

To prevent abuse, some activities have a limit to how frequently you can earn coins. If you did one activity multiple times in a row and didn't receive the correct amount of coins, please write to us at hello@co-kan.co !

CAN I USE MY COINS DURING CHECKOUT?

Not directly - please redeem your coins for a voucher which can then be applied during checkout.

I LOST MY REWARD CODE, HELP!

Your rewards are stored under your rewards tab. You can always copy and use it if you lost it before. The code is bound to you, so it won't expire until you use it!

I TRIED TO USE MULTIPLE REWARDS IN ONE CHECKOUT AND IT ISN'T WORKING. WHY?

The rewards work by generating you a special code. Only one code can be used at checkout, regardless of its source. If you'd like to redeem multiple rewards, place your orders one after another and write to us to combine them for you and refund excess shipping!

HOW DO I LEAVE THE PROGRAM?

If you no longer wish to earn coins, please contact us and ask to be unenrolled. We'll unenroll you and you will lose any coins you have accrued.

WHAT HAPPENS IF I LEAVE AND DECIDE TO JOIN AGAIN?

Just contact us and we'll re-enroll you. However, your point total will begin from zero.

WHERE CAN I REPORT A PROBLEM OR GIVE FEEDBACK?

Please contact us at hello@co-kan.co !