General Question
Q.1 Where can I buy your products?
A.1 Our retailers are listed here.
Q.2 Which stores have your products in-stock?
A.2 For information about in-stock situation of our retailers, please contact the retailers directly. Our retailers are listed here.
Q.3 Please tell me where I can shop online.
A.3 PetWORKs Store Global (in English): To the address outside of Japan. PetWORKs Store (in Japanese): To the address in Japan. Our retailers are listed here.
Q.4 Will you reproduce sold-out products?
A.4 No, basically we do not reproduce sold-out products. We apologize.
Q.5 Where can I find information about your new products?
A.5 Please check NEWS for the latest posts. Also the date when new products are in-stock at PetWORKs Store will be posted at E-mail Newsletter “PetWORKs Store News”, X, Facebook and instagram.
Q.6 I want to know the reservation start date and the on-sale date of new products.
A.6 PetWORKs Store does not accept reservation of products other than Made-to-Order products.
The date when new products are in-stock at PetWORKs Store will be posted at
PetWORKs Store “News”, E-mail Newsletter , X, Facebook and instagram.
Orders are accepted at our retailers. Our retailers are listed here.
Some of our retailers accept reservations. Please contact the retailers for details.
Q.7 I want to make an inquiry.
A.7 ・When you make an inquiry about past orders and ordered products, please write the order number.
・In the case of inquiry about PetWORKs products that were purchased at stores other than PetWORKs Store Global, please contact the store you have purchased at.
・Please check “FAQ” before you make an inquiry.
・Please add the following e-mail addresses to your whitelist.
Contact us from here.
Q.8 I haven’t received any e-mails from PetWORKs.
A.8 1) When you place an order or make an inquiry, please make sure your e-mail address is correct.
2) Please check your “spam folder” and/or “trash” in case of auto-sort.
If you haven’t received any auto-reply e-mail, order confirmation e-mail or reply e-mail for an inquiry, please review 1～2 above and add
to whitelist and then contact us via PetWORKs Store Global Inquiry form.
Store Members are able to check purchase history at MY PAGE.
We recommend member registration.
Ordered product(s) will be dispatched even if e-mails are not received.
We accept no responsibility for inconveniences caused by nonarrival of e-mails due to reasons of the customers.
Q.9 I want to return a product / make an exchange.
A.9 ■ In the case you purchased the product(s) at our retailers.
We are not able to accept any return/exchange. Please directly contact the purchase store.
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■ In the case you purchased the product(s) at PetWORKs Store or PetWORKs booth at doll events.
- We are not able to accept any return/exchange because of a customer’s personal preferences.
- If the product(s) has/have problem(s).
We sincerely apologize. Please check this FAQ to see if the same case is listed.
If the FAQ does not solve the problem, please contact us via “Inquiry” and notify us of the condition of the product,
the purchase date and the purchase store within two weeks from the arrival of the product from the purchase store.
When time passes from the arrival of the product, there may be cases in which we are not be able to respond.
Defects will be judged based on our company standards.
In case of a defect, we will respond by exchanging the parts.
Packages are made to protect products, so we are unable to exchange packages due to damages.
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■ In the case you purchased the product(s) at products at secondary markets such as auctions.
The products are treated as used-merchandise.
Therefore, basically we do not accept such items for return/exchange.
Furthermore, we do not accept products that have been modified and/or fabricated for return/exchange.
Please be careful.
Q.10 I want a printed catalogue.
A.10 We do not have any printed catalogue, we apologize. For product information, please see NEWS or the product page of this site.
Q.11 Can I release photographs/images of my original work made with PetWORKs dolls?Can I sell my original work made with PetWORKs dolls?
A.11 Regarding release of photographs/images of the “PetWORKs dolls” and sales of the “PetWORKs dolls” by the customers, please refer to the following.
“REGARDING RELEASE OF PHOTOGRAPHS/IMAGES OF THE “PetWORKs DOLLS”
AND DISTRIBUTION OF THE “PetWORKs DOLLS” RELATED ITEMS
BY THE CUSTOMERS”
Release of photographs/images and sales in compliance with the content of the above page is acceptable.
Q.12 I took images of PetWORKs dolls. Can I release them on SNS, etc?
A.12 Regarding release of photographs/images of the “PetWORKs dolls” and sales of the “PetWORKs dolls” by the customers, please refer to the following.
“REGARDING RELEASE OF PHOTOGRAPHS/IMAGES OF THE “PetWORKs DOLLS”
AND DISTRIBUTION OF THE “PetWORKs DOLLS” RELATED ITEMS
BY THE CUSTOMERS”
Release of photographs/images and sales in compliance with the content of the above page is acceptable.
Q.13 I want to place an order / put an item on hold / make a reservation.
A.13 - Order for regular products
Please place an order with us following "Shopping Guide” .
- Order for new products of PetWORKs Stores
Please make a purchase when the products are in-store at PetWORKs Store.
PetWORKs Store does not accept on-hold and reservation of products other than Made-to-Order products.
The date when new products are in-stock at PetWORKs Store will be posted at
PetWORKs Store “News”, E-mail Newsletter and X.
Orders are accepted at our retailers. Our retailers are listed here.
Some of our retailers accept reservations. Please contact the retailers for details.
Q.14 Can I use a curling iron or a hair straightener to hair of PetWORKs dolls?
A.14 The hair of our dolls are made mostly with (※)Asahi Kasei PVDC Fiber “Saran TM”,the melting point is 140 to 180℃.
We arrange the hair of our sample dolls with hot water at 100℃ and steam, yet the hair remains unaltered.
When you use a curling iron or a hair straightener, please keep the temperature below 100℃.
At the time of mass-production, they are heated at maximum 90℃ by a special kiln.
- momoko/ruruko use TOYOKALON in rare cases.
In case of TOYOKALON, please keep the temperature below 80℃.
Q.15 Please tell me where I can buy PetWORKs dolls in Tokyo.
A.15 We would recommend you one of our retailers, which must have biggest stock of our items.
- Azone Label Shop / Akihabara
http://azoneakiba.blog45.fc2.com/ (in Japanese)
〒101-0021
東京都 千代田区 外神田一丁目15-16
ラジオ会館７階
営業時間 11:00～20:00
電話03-3252-8855
7F Radio-Kaikan, 1-15-16 Soto-kanda,
Chiyoda-ku, Tokyo
Business hour: 11:00-20:00
TEL: 03-3252-8855
Near "Akihabara 秋葉原" Station of JR Yamanote-Line.
- Azone Label Shop / Ikebukuro
https://azoneikebukuro.blog.fc2.com/ (in Japanese)
〒170-0013
東京都豊島区東池袋1-30-12
城北自動車会館3F
営業時間 11:00～20:00
電話03-6903-1296
〒170-0013 Tokyo, Toshima City,
Higashiikebukuro,
1 Chome−30−12
城北自動車会館 3F
Regarding other retailers please refer to the below link.
http://www.petworks.co.jp/doll/shop.html (in Japanese)
Q.16 If you have questions not covered by these FAQ:
A.16 For inquiries not resolved by reading through our FAQ, please click 'Inquiry' below and submit your inquiry.
