New Customer Guide
A quick guide to get started.
Everything you need to know before placing your first order with HOYOSTAR.
Before You Order
HOYOSTAR is an independent online store offering a curated selection of anime and pop culture merchandise. We source products from official channels and trusted third-party suppliers to bring fans high-quality items from around the world.
- Please read product notes carefully (size, version, packaging, release status).
- Estimated delivery times are not guarantees and may vary by destination and carrier conditions.
- If you have questions, contact us anytime at hello@hoyostar.com.
Order Process – How It Works
Checkout securely and receive an order confirmation email.
We verify the order, prepare items, and arrange dispatch.
Once shipped, you’ll receive an email with tracking information when available.
Final delivery is handled by local or regional carriers depending on your destination.
Shipping Information
We ship internationally using reliable global logistics partners. Delivery times vary based on destination, customs processing, and carrier performance.
- Processing: 2–5 business days (may be longer during peak periods).
- Shipping: 7–20 business days (varies by destination).
Note: Remote areas and holiday seasons may require additional time.
Address Accuracy
Please ensure your shipping address (including apartment/unit number) is correct at checkout. If a package is returned due to an incorrect or incomplete address, reshipping fees may apply.
Tracking Updates
Tracking information will be sent to your email once available. International tracking may update intermittently, especially while the parcel is in transit between countries.
- Tracking may take 24–72 hours to activate after dispatch.
- Some destinations show fewer scans until the parcel reaches the local carrier.
- If tracking shows no movement for an extended period, email us at hello@hoyostar.com.
Customs, Duties & Taxes
International orders may be subject to customs duties, taxes, or import fees determined by your local authorities. These charges are not included in product prices or shipping costs and are the responsibility of the customer.
In some destinations, prepaid tax or duty options may be available at checkout when supported. If not shown, duties/taxes (if any) will be collected by your local customs office or carrier upon delivery.
Returns, Exchanges & Order Issues
Due to the nature of our products, returns or exchanges are accepted only if your item arrives damaged or incorrect.
- Include your order number
- Attach clear photos of the item and packaging
- Describe the issue briefly
Email: hello@hoyostar.com
Missing Packages
If tracking shows “delivered” but you can’t locate the package, please check with household members, neighbors, or your local carrier first. If you still need help, contact us and we’ll assist you.
Pre-Order & Made-to-Order Items
Some items may be pre-order or made-to-order products. These items require additional production or allocation time, which will be clearly stated on the product page.
- Pre-order items ship once released and prepared for dispatch.
- If your order contains both in-stock and pre-order items, they may ship together unless stated otherwise.
Payment & Security
We accept major payment methods supported at checkout. All payments are processed securely and encrypted to protect your information.
Tip: If your payment is declined, please try another card or contact your bank for authorization.
Need Help?
If you have any questions before or after placing your order, feel free to contact us — we’re happy to help.