Shipping policy
INTERNATIONAL BUYERS
All international orders will be shipped from China. The delivery time depends on the shipping method you choose. Once shipped, you will receive an email notification with tracking information and a link.
SHIPPING & RATES
INTERNATIONAL
Shipping from China (Air Freight)
European countries
| Estimated delivery time | First Kg | Additional 1kg | Tax Included | |
|---|---|---|---|---|
| U.K | 7 - 12 days upon warehouse arrival | 17.50 GBP | 10 GBP | ✔ |
| Netherlands | 9 - 15 days upon warehouse arrival | 25 EUR | 12 EUR | ✔ |
| Belgium | 9 - 15 days upon warehouse arrival | 25 EUR | 12 EUR | ✔ |
| France | 9 - 15 days upon warehouse arrival | 27 EUR | 12 EUR | ✔ |
| Germany | 5 - 9 days upon warehouse arrival | 18 EUR | 9 EUR | ✔ |
| Luxembourg | 9 - 15 days upon warehouse arrival | 27 EUR | 12 EUR | ✔ |
| Poland | 9 - 15 days upon warehouse arrival | 115 PLN | 52 PLN | ✔ |
| Hungary | 9 - 15 days upon warehouse arrival | 10,500 HUF | 4800 HUF | ✔ |
| Czechia | 9 - 15 days upon warehouse arrival | 670 CZK | 300 CZK | ✔ |
| Italy | 9 - 15 days upon warehouse arrival | 30 EUR | 12 EUR | ✔ |
| Sweden | 9 - 15 days upon warehouse arrival | 330 SEK | 135 SEK | ✔ |
| Austria | 9 - 15 days upon warehouse arrival | 30 EUR | 12 EUR | ✔ |
| Slovakia | 9 - 15 days upon warehouse arrival | 30 EUR | 12 EUR | ✔ |
| Denmark | 9 - 15 days upon warehouse arrival | 220 DKK | 90 DKK | ✔ |
| Lithuania | 9 - 15 days upon warehouse arrival | 30 EUR | 12 EUR | ✔ |
| Latvia | 9 - 15 days upon warehouse arrival | 30 EUR | 12 EUR | ✔ |
| Estonia | 9 - 15 days upon warehouse arrival | 30 EUR | 12 EUR | ✔ |
| Ireland | 9 - 15 days upon warehouse arrival | 30 EUR | 12 EUR | ✔ |
| Portugal | 9 - 15 days upon warehouse arrival | 30 EUR | 12 EUR | ✔ |
| Spain | 9 - 15 days upon warehouse arrival | 30 EUR | 12 EUR | ✔ |
| Slovenia | 9 - 15 days upon warehouse arrival | 30 EUR | 12 EUR | ✔ |
| Bulgaria | 9 - 15 days upon warehouse arrival | 80 BGN | 21 BGN | ✔ |
| Finland | 9 - 15 days upon warehouse arrival | 41 EUR | 11 EUR | ✔ |
| Croatia | 9 - 15 days upon warehouse arrival | 41 EUR | 11 EUR | ✔ |
| Greece | 9 - 15 days upon warehouse arrival | 27 EUR | 12 EUR | ✔ |
| Romania | 9 - 15 days upon warehouse arrival | 25 EUR | 12 EUR | ✔ |
North American Countries
| Estimated delivery time | First Kg | Additional 1kg | Tax Included | |
|---|---|---|---|---|
| U.S | 10 - 15 days upon warehouse arrival | 43 USD | 20 USD | ✘ |
| Canada | 8 - 10 days upon warehouse arrival | 34 CAD | 20 CAD | ✔ |
| Mexico | 7 - 25 days upon warehouse arrival | 792 MXN | 340 MXN | ✘ |
Oceanian Countries
| Estimated delivery time | First Kg | Additional 1kg | Tax Included | |
|---|---|---|---|---|
| Australia | 7 - 12 days upon warehouse arrival | 44 AUD | 15.50 AUD | ✔ |
| New Zealand | 7 - 15 days upon warehouse arrival | 48 NZD | 21 NZD | ✔ |
*The weight is calculated based on the actual weight and volumetric weight, whichever is greater.
*Volumetric weight is calculated based on the product’s dimensions using the formula: (Length × Width × Height) ÷ 5000.
*The currency used for purchases on the website is based on MYR. The above shipping prices are for reference only, and the final shipping cost will be based on the price at checkout.
Note :
The above estimates are for your reference only but by no mean implying a guaranteed timeframe. The actual shipping time varies according to flights schedule, cargo schedule and seasonal factor etc. No matter what shipping method you pick, there is no effect to the order processing time described in the above section.
SHIPPING FOR ORDERS CONTAINING IN-STOCK AND PRE-ORDER ITEMS
If your order contains pre-order items, you will need to wait until the latest pre-order item arrives before the warehouse can pack and ship all items together. If you do not wish to wait, please place separate orders for in-stock and pre-order items.
ABOUT PROCESSING TIME
Whether you purchase pre-order items or in-stock items, kurogames has a processing time of typically 3-7 working days. The shipping time chosen by the buyer does not include the processing time. For detailed shipping processes, please refer to the shipping process image.
SHIPPING PROCESS
TRACKING SERVICE
Tracking numbers of your orders will be provided via email. If you do not receive your parcel 30 days after the parcel being shipped, please contact us with your order number.
REASONS FOR SLOW LOGISTICS INFORMATION UPDATES
You might have received a tracking number but noticed that, after several days, there's no update on the logistics information, which still shows “Label Created”. This situation typically arises because the entire shipment process is not handled by a single courier company. Especially for packages shipped from China overseas, customers may find it impossible to track their progress until the package arrives in the destination country. It's only after the package has reached the destination, passed local customs inspections, and been received by a local courier company that the logistics information will start to be updated. Therefore, it's normal for tracking information to remain unchanged for a while during this process.
EMS AIR SHIPPING OPTION GUIDELINES
If you require end-to-end tracking for your package, EMS air shipping is a viable option. EMS offers complete tracking from dispatch to delivery, allowing you to monitor your package's location throughout its journey. However, it's important to note that certain types of goods are prohibited from being shipped via EMS, including any products with batteries and liquids. Additionally, packages shipped via EMS do not include taxes. Should there be any taxes required upon the package's arrival in the destination country, buyers are expected to comply and make the necessary payments. Non-compliance may result in the package being returned to China. If reshipment is desired, the buyer will be responsible for covering the shipping costs anew. Please consider these factors carefully before choosing EMS air shipping.
Regarding Delays
Situation 1: Exceeding the Estimated Shipping Time
If your order exceeds the estimated shipping time, please contact customer service immediately to understand the specific situation.
Situation 2: Long or Delayed Transportation Time
Air and sea transport may be delayed due to factors such as flights, weather, and holidays. If the delay exceeds the estimated transport time by more than 7 days, please contact customer service immediately to understand the specific situation.
Situation 3: Customs Inspection
If your package is subject to customs inspection, the transport time will be delayed. The time required for customs inspection is unpredictable, and third parties cannot expedite the process. Customs inspection can take as little as 7 days or more than 2 months. In such cases, please be patient. We will continuously track and monitor the status of the package.
IMPORT DUTIES AND TAXES
For some countries, the shipping channel does not include import duties, VAT, or any other taxes. If such charges arise, we are not responsible for them. After incurring these charges, the local customs authorities will either directly notify the recipient via email or mail or contact the recipient directly. The specific process will depend on the local authorities' procedures.
LOST PACKAGE
If your package is unfortunately lost during transit. Please contact us immediately, and we will do our best to assist and support you. However, it needs to be understood that once the package leaves our warehouse, we cannot accept any responsibility for compensation or replacement. To enhance security, we recommend that you contact customer service immediately after placing your order to purchase shipping insurance, which can provide additional protection for your package.