How can we help you?

No. VOLKS USA, Inc. does not directly offer any kind of layaway or payment plans. All items must be paid for in full at the time of order or, for some lottery or pre-order items, on the scheduled payment date.

We may not be able to restock certain items due to it being limited edition, out of production, and etc. We restock our webstore regularly and frequently, so we suggest regularly checking our site for product availability.

During checkout, our "first to pay" rule may cause an item in your cart to sell out. This means that the customer who pays for the item first gets it, even if you technically have added the item to your cart first. To secure your purchase, we recommend completing payment as quickly as possible. 

If you cannot select your country, you may live outside of our service area. Please make your order on the VOLKS International (Japan) webstore.

VOLKS USA, INC. is only able to deliver within the United States of America, US Territories, Canada, and Mexico. If you live outside of these areas, we will be unable to ship to you.

VOLKS USA is unable to provide any authentication services. We strongly recommend that customers purchase our products directly from VOLKS or our authorized retailers to ensure their authenticity and receive comprehensive support.

No, we do not offer any appraisal or consignment services for any of our products. Thank you very much for your understanding.

Yes. You can order sprues on a replacement basis for plastic model kits and CharaGumin color resin kits purchased through VOLKS and official Friendshops. Sprues vary in price, so please contact us for purchasing. 

Please note that we are only able to sell full sprues for plastic model kits. We will not be able to sell individual parts that have been removed from a sprue.

Orders for in-stock items typically ship within 1-3 business days. Orders that contain pre-order items or items with later shipping dates will be shipped when all items in the order are ready for shipping.

For pre-order or lottery items, please refer to the pre-order information or the event page for the release schedule for your item to find out when your order will ship.

Once a package has left the VOLKS USA warehouse and is in the hands of the postal carrier, we are unable to affect the delivery date. For almost all orders, the package is picked up by the postal carrier within one business day of the tracking number being sent to the customer. Unfortunately, it is common for packages not to be scanned during each step of the shipping process.

Please note that there is no sender-specific shipping information; VOLKS USA staff references the same USPS or UPS tracking information that customers can view.

If the tracking for your package has not updated in a few days and you are concerned about its delivery, please contact USPS or UPS. VOLKS USA cannot assist you with locating your package or ensuring its delivery.

If the package has not been delivered 20 days (domestic shipments) or 40 days (international shipments) after the package was shipped, please contact us at service@volksusa.com, and we will file an insurance claim on the package for you. Please note that we are not able to file an insurance claim before the listed time frames have passed. All claims must be reported to VOLKS USA within 3 months of the order being shipped.

VOLKS USA is not able to provide replacement shipments or refunds for undelivered orders until an insurance claim has been submitted and approved.

Please note that if the insurance claim is approved, you can choose to receive either a replacement package or a full monetary refund. If the item(s) that you ordered is out of stock, VOLKS USA will issue a full refund for your order.

Please wait a few days to see if your package is delivered late, check with your neighbors to see if the package was misdelivered to another house, and/or contact USPS or UPS for assistance in locating your package.

If the package has not been delivered 20 days (domestic shipments) or 40 days (international shipments) after the package was shipped, please contact us at service@volksusa.com, and we will file an insurance claim on the package for you. Please note that we are not able to file an insurance claim before the listed time frames have passed. All claims must be reported to VOLKS USA within 3 months of the order being shipped.

VOLKS USA is not able to provide replacement shipments or refunds for undelivered orders until an insurance claim has been submitted and approved.

Please note that if the insurance claim is approved, you can choose to receive either a replacement package or a full monetary refund. If the item(s) that you ordered is out of stock, VOLKS USA will issue a full refund for your order.

Pre-orders placed from VOLKS International typically ship before pre-orders placed from VOLKS USA. If you see that other customers are receiving their orders for an item that you pre-ordered, please check the VOLKS USA preparation schedule and release date for the item. If the scheduled release date (month or season) has not yet happened, the item has not been delayed, and your pre-order will still be shipped as scheduled.

If you place a pre-order for an item from VOLKS USA, please make a note of the VOLKS USA release schedule for that item or bookmark the event page for that item's release.

VOLKS USA and VOLKS International (Japan) are operated independently and have separate shipping schedules for releases. Please note that information you may find regarding the shipping date of an item pre-ordered from VOLKS International will not apply to pre-orders from VOLKS USA. 

In Late March 2023, we renewed our webstore, which changed the account system. Your login information from the old webstore (volksusastore.com) will not work on the new webstore (volksusa.store) if you have not created a new account.

In order to continue shopping from VOLKS USA, please create a new account on the renewed webstore by navigating to the [Create Account] page and filling in your information. Please be sure to add your shipping address to your account by going to [My Account] and selecting "Update Profile."

Yes, CharaGumin Color Resin Kits are garage kits that require both assembly and painting to look like the sample photos. The photos in the listings are of fully painted samples.

All CharaGumin kit pieces are cast in color, so the pieces can be sanded without losing the base color. Small details (trims, accessories, etc.) require painting.

For more information about garage kits, please visit this page.

The legs for Dollfie Dream need to be placed on the doll internal frame in a particular way in order to attach them securely.

Click here to find the full selection of "How to Handle DD Base Body" guides. Please select the correct guide for your specific doll. The guide can be machine translated into English by clicking the orange button in the top right corner and selecting “English” from the list of languages.

The video under “Precautions when installing / removing” and the “About the hip joint” section will assist you in installing the legs back on your doll.

The correct video for this issue is titled [ENG SUB] DD Guide ~ Thighs and Shins ~ [Dollfie Tube], and is located at the top of the guide under “Precautions when installing / removing.” You may follow along with the video to reinstall the legs on your doll. Legs are installed on a DD Base Body beginning at 1:49 in the video.

Please note that it is very important that the half moon shapes on the thigh parts and the hip joint are aligned. If these parts are not aligned, the joint will not fit together properly, and the legs will not be securely installed on the doll.

Due to the nature of soft vinyl, some cracks inside the head of Dollfie Dreams are inevitable. The presence or absence of cracks and their size may vary, but this is difficult to prevent due to the natural limitations of the material and technology.

Please note that if the crack has not completely reached the surface, the soft vinyl’s material strength is not significantly different.

As long as the head is not exceptionally loose (freely spinning on the neck peg or sliding off with no force), the head should be fit to use without excessive force.

If the head is exceptionally loose, the head may be defective. An in-person review will be required to determine if the head is defective and eligible for replacement. For more information about the in-person review, please read the VOLKS USA Warranty Information.

All sizes of Animetic Eyes can be used in all DD heads based on the look you are trying to achieve. The most commonly selected size is 22mm.

Lottery is a sales method utilized to decide the purchaser of limited items. It is not a raffle for a free gift or prize. 

Please carefully read through our Lottery Policy before entering for items.

If you are selected as a winner for a lottery event, you will receive an invoice for all of the items you have won via email. Please use the invoice you receive to pay for your lottery items.

Please be sure to check your inbox, spam, promotions, and updates folders for lottery emails.

Please note that it can take multiple days for lottery winners to be notified via email. We recommend checking for lottery winner notifications regularly for up to two weeks after the stated Results Announcement date.

Please contact VOLKS USA immediately at service@volksusa.com. If you contact us before the deadline passes, we may be able to provide an extension for the payment deadline. Please note that we are not able to provide extensions for customers who contact us after the original payment deadline has passed.

We recommend submitting your payment for lottery items as soon as possible to leave enough time to troubleshoot payment issues.

Typically, if a payment is not received by the payment deadline, your lottery win is canceled and you may no longer be able to purchase the items.

Please contact us if you have missed your payment deadline for a lottery event and are still interested in the items. Please note that we do not guarantee that you will still be able to purchase the item after the deadline even if you contact us.

No. If you live at the same address as another doll collector, but you have separate VOLKS USA accounts under separate email addresses, this will not affect your chances of winning the lottery.

Please note that if you both enter for the same item, it is possible that you will both win the item, only one of you will win the item, or neither of you will win the item.

Items that are made available through lottery events may not released for general sale after the lottery has ended. The only way to guarantee the ability to purchase these items is to be selected as a winner in the lottery.

Please note that it can take up to two weeks for the lottery to finish being conducted. Please be sure to check your email inbox, spam, promotions, and updates folders for lottery notifications for up to two weeks after the scheduled lottery winner notification date.

Online Full Choice Service (Online FCS) is a service that allows customers to choose a Super Dollfie®’s body type, skin color, head sculpt, eyes, and other option parts from a selection of choices. This allows the customer to customize their SD to a certain degree.

Online FCS also offers the option to have your SD’s makeup applied by ZOUKEI-MURA artists. SD body types, head parts, and other related items are offered on a rotation, so some options may not be available through Online Full Choice.

Please be advised that Online FCS is not available year-round. Online FCS is only available during Online FCS events, which will be announced on our webstore, social media, and email newsletter.

Outside of Online FCS, VOLKS USA does not accept requests for custom dolls.

No, VOLKS USA does not take requests for custom dolls.

Dollfie Dream® that are customized before purchase are only available through the DD Dream Choice service at Doll Point in Japan. For more information about DD Dream Choice, please visit the following link: https://dollfie.volks.co.jp/dd/model/dreamchoice/

VOLKS USA offers Dollfie Dream® Standard Models for customers who would like to purchase a complete DD. Dollfie Dream® Standard Models are sold as-is and cannot be ordered with custom options.

VOLKS USA, INC. can only accept orders through the VOLKS USA website at this time. We cannot accept orders by fax, phone, or regular mail. Please do not send cash or checks to us. We cannot process these orders and we cannot guarantee their safety. If we do receive cash or checks by mail we will send them back to you as is.

No. The VOLKS USA webstore reflects live inventory, so if you have purchased the last of an items stock, it will display as "out of stock" once your order has been processed.

If there is an issue with your order, we will contact you directly.

No. It is not possible to combine orders at this time. We are sorry for the inconvenience that this may cause.

In order to ensure that as many customers as possible are able to order items that are in high demand, purchase limits may be set on certain items. Customers are not permitted to add more than the set quantity of an item to their cart. If you place multiple orders to buy additional quantity beyond the purchase limit for a certain item, any orders that exceed the purchase limit will be cancelled and refunded.

Yes. Currently we collect sales tax for residents of the state of California (CA) and for those who choose to pick up items at the VOLKS USA office.

No. VOLKS USA's web store only operates and accepts orders in US Dollars. We are unable to receive payment in other currencies.

Yes and no. It depends on when you request your cancellation. Cancellations requested during open pre-order periods are able to be cancelled and refunded.

We do not accept any cancellations for pre-orders after the pre-order period has closed. For additional information regarding pre-orders, please refer to our Pre-Order Policy.

"Pick-up" is an option we offer for local customers. 

Shipping fees are waived for those who opt to pick up their items in person.

No. We are unable to change shipping methods for orders after they have been placed.

Packages may be returned due to being unclaimed at the post-office, if they were sent to an incorrect address, or damaged during transit. 

We can re-ship your package if they are returned to us. Once your package is returned to our warehouse we will attempt to contact you to arrange the reshipment of your package. You may update your shipping address or shipping method on your returned package.

If you cannot select your country, you may live outside of our service area. Please make your order on the VOLKS International (Japan) webstore.

VOLKS USA, INC. is only able to deliver within the United States of America, US Territories, Canada, and Mexico. If you live outside of these areas, we will be unable to ship to you.

Yes. We ship to US military addresses, including APO and FPO addresses, with the exception of flammable items.

Once a package has left the VOLKS USA warehouse and is in the hands of the postal carrier, we are unable to affect the delivery date. For almost all orders, the package is picked up by the postal carrier within one business day of the tracking number being sent to the customer. Unfortunately, it is common for packages not to be scanned during each step of the shipping process.

Please note that there is no sender-specific shipping information; VOLKS USA staff references the same USPS or UPS tracking information that customers can view.

If the tracking for your package has not updated in a few days and you are concerned about its delivery, please contact USPS or UPS. VOLKS USA cannot assist you with locating your package or ensuring its delivery.

If the package has not been delivered 20 days (domestic shipments) or 40 days (international shipments) after the package was shipped, please contact us at service@volksusa.com, and we will file an insurance claim on the package for you. Please note that we are not able to file an insurance claim before the listed time frames have passed. All claims must be reported to VOLKS USA within 3 months of the order being shipped.

VOLKS USA is not able to provide replacement shipments or refunds for undelivered orders until an insurance claim has been submitted and approved.

Please note that if the insurance claim is approved, you can choose to receive either a replacement package or a full monetary refund. If the item(s) that you ordered is out of stock, VOLKS USA will issue a full refund for your order.

If the package has not been delivered 20 days (domestic shipments) or 40 days (international shipments) after the package was shipped, please contact us at service@volksusa.com, and we will file an insurance claim on the package for you. Please note that we are not able to file an insurance claim before the listed time frames have passed.

All claims must be reported to VOLKS USA within 3 months of the order being shipped.

Yes. Those who live outside of the United States may be subject to customs fees prior to delivery.

VOLKS USA is not responsible for setting and paying customs fees. If you refuse delivery a because you do not want to pay customs fees, we require that you pay for any incurred shipping costs.

Please refer to your countries customs laws for more information about fees.

We cannot mark down or misrepresent the value of packages, or mark them as gifts. Not only does it make us incapable of insuring your items correctly, it can also mean heavy fines and penalties for us and we would like to continue to do business in the USA. If you refuse a delivery because you do not want to pay the customs or brokerage fees, we will require that you cover any return shipping costs.

Please contact us within 14 days including weekends and holidays after receipt. If you contact us after this period, we may be unable to honor any requests.

Yes, if the item meets certain conditions. 

Please contact us within 14 days including weekends and holidays after receipt. If you contact us after this period, we may be unable to honor any requests. Please do not attempt to repair or modify the defective item yourself. Items that are not in their original condition may not be eligible for refunds, exchanges or replacements. 

For claims that require additional "in-person review":

We may request you to return your item to VOLKS USA, INC. at your expense for further review. Return shipping will be reimbursed by VOLKS USA if the item is found to be defective.If the claim is found to not be a production defect, you will be required to pay all return shipping fees.

For more information, please read the VOLKS USA Warranty Information.

As stated in the VOLKS USA Warranty, only claims that have been reported within 14 days of the customer receiving the package will be accepted. Please email service@volksusa.com with your claim as soon as you notice damage to or a defect in your item.

Please be sure to check the contents of your package as soon as you receive it. If you discover a defect or damage in your item after the 14 day warranty period, we may be unable to accept a claim on your item.

Once a package has left the VOLKS USA warehouse and is in the hands of the postal carrier, we are unable to affect the delivery date. For almost all orders, the package is picked up by the postal carrier within one business day of the tracking number being sent to the customer. Unfortunately, it is common for packages not to be scanned during each step of the shipping process.

Please note that there is no sender-specific shipping information; VOLKS USA staff references the same USPS or UPS tracking information that customers can view.

If the tracking for your package has not updated in a few days and you are concerned about its delivery, please contact USPS or UPS. VOLKS USA cannot assist you with locating your package or ensuring its delivery.

If the package has not been delivered 20 days (domestic shipments) or 40 days (international shipments) after the package was shipped, please contact us at service@volksusa.com, and we will file an insurance claim on the package for you. Please note that we are not able to file an insurance claim before the listed time frames have passed. All claims must be reported to VOLKS USA within 3 months of the order being shipped.

VOLKS USA is not able to provide replacement shipments or refunds for undelivered orders until an insurance claim has been submitted and approved.

Please note that if the insurance claim is approved, you can choose to receive either a replacement package or a full monetary refund. If the item(s) that you ordered is out of stock, VOLKS USA will issue a full refund for your order.

Please wait a few days to see if your package is delivered late, check with your neighbors to see if the package was misdelivered to another house, and/or contact USPS or UPS for assistance in locating your package.

If the package has not been delivered 20 days (domestic shipments) or 40 days (international shipments) after the package was shipped, please contact us at service@volksusa.com, and we will file an insurance claim on the package for you. Please note that we are not able to file an insurance claim before the listed time frames have passed. All claims must be reported to VOLKS USA within 3 months of the order being shipped.

VOLKS USA is not able to provide replacement shipments or refunds for undelivered orders until an insurance claim has been submitted and approved.

Please note that if the insurance claim is approved, you can choose to receive either a replacement package or a full monetary refund. If the item(s) that you ordered is out of stock, VOLKS USA will issue a full refund for your order.

If the package has not been delivered 20 days (domestic shipments) or 40 days (international shipments) after the package was shipped, please contact us at service@volksusa.com, and we will file an insurance claim on the package for you. Please note that we are not able to file an insurance claim before the listed time frames have passed.

All claims must be reported to VOLKS USA within 3 months of the order being shipped.

Please contact us for deletion of your account.

We will only be attending events that we have previously announced on our site and social media. If we have not made any announcement regarding a convention or event, it is safe to assume that we will not be attending.

If you have any event suggestions for us, please feel free to contact us. However, please keep in mind that suggestions may not guarantee that we will be able to attend. Thank you very much for your understanding.

VOLKS USA, Inc. currently has staff members who are fluent in both English and Japanese. (Telephone service in Japanese is not available at this time. We apologize for the inconvenience.)

We offer wholesale pricing for approved retailers. Please refer to this page for additional information regarding Wholesale Opportunities.