Frequently Asked Questions

Because Anisensei Manga Store is currently managed by just one person, I have created this page to give you instant answers to common questions about orders, stock, and shipping and etc. I would truly appreciate it if you could browse these topics first before sending an inquiry. If your question isn’t on the list, just send a message and I will get back to you as soon as I can! 😊

Account Management & Security

How do I create a new account?
If you don’t have an account yet, visit our customer portal and click the Sign Up tab to register.

How do I log into my account?
Visit our portal and click the Sign In tab.

What are the benefits of having a registered account?
Creating an account makes managing your manga collection much easier. You can track all your orders (In-Stock, Backorders, Pre-orders), combine shipments, request replacements for damaged items, and get real-time status updates all in one place.

Can I use a Google or social media account to sign in?
No, we currently only support standard email and password registration.

I forgot my password. How do I reset it?
Go to the login page and click “I forgot my password.” Enter the email address associated with your account, and we will send you a reset link.

I didn’t receive the password reset or verification email. What should I do?
Please wait 1-2 minutes and check your Spam or Junk folder. Make sure there are no typos in the email address you entered. If you still can’t find it, please contact our customer service at [email protected].

Why is the system telling me my password is “too common” or insecure?
To protect your account, our system blocks the 10,000 most commonly used passwords on the internet (like “password123”). You will need to choose a stronger, more unique password.

Can I include my name or phone number in my password?
No. For your security, the system will reject passwords that contain your personal data, such as your name, email, or phone number.

Why can’t I reuse my old password?
We enforce a password history policy to keep your account secure. When updating your password, you must create a brand new one that you haven’t used recently.

Can I sign up using a temporary email, alias, or tagged email address?
No. We block temporary or disposable email providers (like 10 Minute Mail) as well as tagged aliases (e.g., [email protected]). Please use your standard, permanent email address so you don’t lose access to your account or important order updates.

How do I change the email address associated with my account?
Once an account is created, the email address cannot be changed.

Can I merge two different accounts if I accidentally made two?
No, accounts cannot be merged. You will need to choose one account to use permanently and close the other.

How do I delete or permanently close my account?
Before closing your account, ensure you have no active orders and no pending balance. Once clear, go to your account settings and select Delete My Account, or email us at [email protected] to do it for you.

How do I update my phone number or shipping address?
You can update your personal details by logging into the customer portal, navigating to your Account Settings, and editing your Address Book or Contact Info. Please note that changing your address here will not change the address for orders that have already been placed.

Can I opt-out of marketing emails but still get order updates?
Yes. You can unsubscribe from our promotional newsletters by clicking the “Unsubscribe” link at the bottom of any marketing email. You will still continue to receive important transactional emails, such as order confirmations, tracking numbers, and storage fee notices and etc.

Where can I see my current account balance or store credits?
You can view your available store credits by logging into the customer portal and checking your Dashboard or Payments section.

Placing an Order & Payments

How do I place an order?
Visit our website at anisensei.com and browse our database of over 35,000 titles. Add the items you want to your cart and proceed to checkout.

Can I check out as a guest?
No. You must create an account to place an order so you can properly manage your items, track your shipments, and receive updates.

Can I combine In-Stock items with Pre-orders in a single checkout?
Yes! During checkout, you will have the option to “Hold” or “Release” your In-Stock items.

• Hold: We will reserve your In-Stock items in our hub until your Pre-orders arrive from abroad, allowing you to ship them all together and save on local shipping.
• Release: We will ship your In-Stock items to you immediately, and your Pre-orders will ship later once they arrive.

What payment methods do you accept?
We use Xendit as our payment gateway, which supports a wide variety of local payment methods including e-wallets and bank transfers. You can view the full list of supported Philippine payment channels on the Xendit website.

How do I know if my order was successful?
After payment, you will be redirected to the customer portal homepage with a success message. You will also receive an order confirmation email.

Why is my payment failing during checkout?
Payment failures are usually caused by a weak internet connection, insufficient account balance, or temporary bank maintenance. If the issue persists, contact us at [email protected].

What should I do if I accidentally duplicate an item in my order?
Go to your Orders page, find the order number, and click the Cancel (X) button next to the duplicated item. Submit the cancellation request form. Once we approve it, you can place a new, correct order.

Do you accept international orders?
No. We currently only ship within the Philippines.

Installments & Balance Payments

What happens if I miss my monthly installment?
If you have an overdue balance, you will not be able to place any new orders using the installment until your balance is settled.

Is there a deadline to pay the remaining balance for a 50% downpayment order?
Yes. Once your items arrive at our Philippine hub, you will receive a notification email. You have 15 days from the date of that email to settle your remaining balance. Don’t worry—you can still keep your items on hold at our warehouse during this time if you are waiting for other orders to arrive.

Is there a penalty for late installment or downpayment balances?
Currently, we do not charge cash penalties or interest for late payments. However, if you have an overdue balance, your ability to place new orders using installments or downpayments will be temporarily blocked until the balance is settled.

Note: To keep our split-payment system sustainable for everyone, we may introduce late penalty fees in future updates if accounts are frequently overdue. Please ensure your budget is stable before opting for an installment plan.

What happens if I fail to pay my remaining 50% downpayment balance within the 15-day deadline?
If you miss the 15-day payment deadline, your account will temporarily lose access to the downpayment and installment options for future orders. Additionally, please note that your free storage days are continuously counting down from the moment the item arrived at our hub. If the free storage period expires and the item is abandoned past the maximum storage limit, the book will become the property of Anisensei, and no refunds will be issued.

Can I request an extension on my 15-day downpayment balance deadline if I have an emergency?
Yes, absolutely! We understand that emergencies happen. Since we want to be as accommodating as possible, all you need to do is message or email us before your deadline to inform us of your situation so we can freeze your timeline and notes.

What should I do after I inform you about an emergency extension? Will the system automatically update my due date?
You don’t need to do anything else! Our system will not automatically change the date on your dashboard, but we will manually take note of your situation and grant you a temporary grace period. All we ask is that you keep your word and settle the balance by the new agreed date.

If I pay my 50% downpayment balance on the 10th day, does my free storage time reset?
No, paying your balance does not reset your free storage timer. The storage counter begins on the exact day you receive the email notification that your item has arrived at our Philippine warehouse, regardless of when you complete the balance payment.

Can I use my available Store Credits to pay off an overdue installment balance?
Yes! You can definitely use your Store Credits to settle any outstanding or overdue installment balances. In fact, our system requires you to use your available credits to clear any unpaid balances before you are allowed to cash out any remaining funds.

Can I pay balances for multiple orders at the same time?
Absolutely! Our portal makes this easy. Visit the Payments page and select “Pay Balance.” You can then check the boxes for all the orders and payment sequences you wish to settle. Click the pay button to complete one single transaction for all of them.

Can I pay my installments in advance?
Yes! We highly encourage advanced payments. Paying early ensures your account remains in good standing and your orders stay on schedule.

Is your installment plan really interest-free?
Yes, 100%. We do not charge interest or hidden fees. Think of our installment plan as a “split payment” service designed to make collecting manga more affordable. All we ask is that you pay your balances on time.

Can I adjust my payment due date?
To keep our system organized for all customers, we only offer two fixed due dates: the 15th or the End of the Month. We cannot offer custom due dates at this time.

Can I change my payment method after an order is placed?
No. Once an order is submitted, the payment method is locked. If your payment fails, you will need to cancel that specific order and place a new one using your preferred payment method.

If my order is forfeited because I missed both the payment deadline and the storage limit, what happens to the initial 50% downpayment I made?
If an item is forfeited and abandoned due to non-payment and exceeding the maximum storage limit, the initial 50% downpayment is strictly non-refundable.

What happens if my item arrives at the PH Warehouse but I still have installment payments left?
You can choose to continue paying your remaining installments according to your original schedule, or you can pay the full remaining balance all at once. However, please be careful: your free storage timer starts counting down the moment the item arrives at our hub, regardless of whether you are done with your installment payments.

If I choose the installment plan, will you ship the item immediately upon arrival, or only after it is fully paid?
Our installment option is designed as a split-payment system. When you place an order and pay the initial downpayment, we immediately order your book from the supplier. Because Sea Cargo takes 2 to 3 months to arrive, you can easily pay off the balance little by little while the item is in transit. The book will only be released for local shipping once it is 100% fully paid.

How can I receive my book upon arrival while still paying it off in installments?
If you want your book shipped to you immediately upon arrival but still want to pay in installments, you cannot use our internal storefront installment plan. Instead, select Full Payment during the 1st Checkout and choose an external lending provider like BillEase or a credit card. If you combine this with Air Cargo, the book will arrive quickly, and we can ship it to you immediately while you continue your payments through your chosen provider.

Why are downpayments and installments only allowed for Sea Cargo, and not for Air Cargo?
Our internal installment system requires the book to be fully paid before we release it to you. Because Air Cargo takes a very short time to arrive, there isn’t enough time to complete a split-payment schedule before the book lands at our PH Warehouse. To keep things simple and efficient, Air Cargo orders require full payment upfront during the 1st Checkout.

Promos & Discounts

Is there a minimum order limit?
There is no minimum order amount. However, we encourage you to plan your purchases together! Combining items into one larger order allows you to use our bulk discount vouchers, which you can find at our promos page.

How do I apply a discount code or voucher?
You can enter your voucher code on the checkout page before completing your payment.

Can I use multiple voucher codes on a single order?
No, our system only allows one voucher code per checkout. Please choose the code that gives you the best discount for your specific order.

Do discount vouchers apply to the shipping fee?
Unless specifically stated as a “Free Shipping Voucher,” our promotional discount codes only apply to the subtotal of the books in your cart. They do not reduce international or local shipping fees.

Can I use a promo code or voucher to lower the remaining 50% balance of my downpayment?
No. Promo codes and discount vouchers can only be applied during the 1st Checkout when you originally place the order. They cannot be used to lower the remaining 50% balance during the 2nd Checkout or when settling unpaid dues.

Stock Statuses

What do the Main Stock statuses mean?
The Main Stock status is a broad category to help you quickly understand if an item is attainable:

• Available: The item is currently in stock and ready, either at our main US supplier’s warehouse or locally in our Philippine warehouse.
• Available Soon: The item is currently on Pre-Order, Back-Order, or Temporarily Out-of-Stock, but more copies will be available in the future.
• Not Available: The item is Out-of-Print. The publisher is no longer printing it, and we cannot order it.

What do the Sub-Stock statuses mean?
The Sub-Stock status tells you the exact specific location or timeline of the book:

• In-Stock (PH): The item is physically on-hand at our local Philippine warehouse and can be shipped to you immediately.
• In-Stock (US): The item is readily available at our main US supplier’s warehouse and will ship directly to us on our next scheduled batch checkout.
• Back-Order / Back-Order Only: The item is available, but it is sitting in a secondary supplier warehouse. Once you place your order, it will be transferred to the main US warehouse before it can be shipped to us.
• Pre-Order: The item has not been released yet. Ordering now reserves your copy (giving you a great chance at a first printing!) so it ships out as soon as the publisher officially releases it.
• Temporarily Out-of-Stock (TOS): The item is currently sold out at the supplier level due to high demand. We must wait for the publisher to print a new batch.
• Out-of-Print (OOP): The publisher has officially stopped printing this title. New copies are no longer entering the market, making it very hard to find.

How long does it take for items to restock or ship?

• In-Stock (PH): Ships out locally immediately once you place your order and choose to release it.
• In-Stock (US): Begins its international journey immediately once we finalize our next batch checkout with the supplier. Please remember that it will still need to travel via your chosen shipping method (Sea Cargo or Air Cargo) before it reaches our local hub for final delivery to you.
• Back-Order: Usually takes 15 to 30 days to transfer between supplier warehouses, though this can take a bit longer during busy holiday seasons.
• Pre-Order: Ships on the official release date! Sometimes, suppliers even receive and ship them up to 15 days before the actual release date.
• Temporarily Out-of-Stock: Restock times vary heavily depending on the publisher’s printing schedule.
• Out-of-Print: There is no restock date. The book has reached the end of its life unless the publisher announces a special anniversary or updated edition in the future.

Pre-Orders & Backorders

How do pre-orders work?
Simply add the pre-order item to your cart and check out. Because you ordered early, the supplier will prioritize shipping your book once the release date approaches.

How far in advance should I pre-order a title?
We highly recommend placing a pre-order at least 3 months before the release date. This secures your copy in the publisher’s first printing and helps ensure early delivery.

When will I be charged for a pre-order?

• “Pay All Items” Option: You are charged immediately based on your chosen payment plan (Full Payment, 50% Downpayment, or Installment).
• “Pay Upon Restock” Option: You only pay for In-Stock items today. You will be charged for the Pre-order/Backorder item later, once it arrives at our US warehouse.

What happens if a publisher changes or delays the release date?
If you chose the “Pay Upon Restock” option, a delay won’t affect you financially since you are only charged when the item physically arrives at our supplier’s warehouse.

Will my pre-order include exclusive bonus items or covers?
Your item will only include special bonuses if it is explicitly stated in the product description.

What happens if a pre-ordered title gets cancelled by the publisher?
We will contact you immediately and issue a full refund.

Can I lock in the price of an item when I pre-order it?
Yes. You will only pay the price listed at the exact time you placed your order, even if the price increases later.

Why is my pre-order still showing as “Pre-Order” after its official release date?
We update order statuses weekly, so there may be a slight delay in the system. Unless the publisher pushed back the release date, your order is processing behind the scenes. The status will change to “Ordered” once it departs the supplier.

If my order contains pre-orders with different release dates, will they ship together?
Yes. As items arrive at our Philippine hub, they will appear in your Arrived / To-Ship tab. You can choose to keep them on hold until all your books arrive, and then release them all for a single local shipment.

International Cargo (Supplier to PH Hub)

Are your books second-hand?
Absolutely not! All our books are 100% authentic, brand new, and sourced directly from official publishers.

How long does Sea Cargo take to arrive?
After a batch is checked out, Sea Cargo typically takes 2 to 3 months to arrive at our local hub.

How long does Air Cargo take to arrive?
We recently introduced Air Cargo in June 2026. Because this is a new service, we do not have an exact estimated timeline yet.

Why does my brand new book have minor cuts or glue marks on the cover?
Books go through heavy machinery during the publishing process. Minor cuts can happen when large paper rolls are sliced, and small marks can come from binding glue on the factory conveyor belts. We notice this most often with Yen Press titles. Please understand that these are factory imperfections, not shipping damage.

Will my books arrive safely from abroad?
While the international shipping process involves many facilities and is out of our direct control, our books arrive in great condition 98% of the time. Once they reach us, we pack them with extreme care before sending them to you.

Local Hub Storage & Item Consolidation

How do I combine my arrived items for local shipping?
Go to your Arrived / To-Ship page and ensure the “Auto Release” function is turned off. This will automatically hold your items at our hub as they arrive so you can consolidate them.

How many days can I hold my items for free?
You can check your remaining free storage days for each specific item directly on the Arrived / To-Ship page.

Will I be notified before my free storage expires?
Yes, we will send you an email reminder when an item is nearing the end of its free storage period so you can release it for shipping.

What happens when the free storage days run out?
You will be charged a storage fee of ₱5 per day, per book, for a maximum of 30 days.

How do I pay my storage fees? Any accumulated storage fees will automatically be added to your 2nd Checkout (your local shipping checkout).

What happens if I leave my books for over 30 paid storage days?
After 30 days of paid storage, the items will be considered abandoned. They will become the property of Anisensei, no refunds will be issued, and the items will be restocked for sale.

Why do you charge a storage fee?
As Anisensei grows, so do our orders! However, we are a small, home-based business with limited physical space. We have to enforce storage limits to ensure we have enough room to safely store packages for all our customers.

Local Delivery (PH Hub to Your Door)

Why can’t I see local couriers like LBC or Gogo Xpress on the first checkout page?
Our system uses a two-step checkout:

• 1st Checkout: This is for importing your items from abroad (choosing Sea Cargo or Air Cargo).
• 2nd Checkout: This is for local delivery once your items arrive at our hub. You will select your local courier here.

Which local couriers do you use?
We use Gogo Xpress, LBC Express, LBC Branch Pickup, and Lalamove. We also offer local pickup in Dasmariñas, Cavite.

How do I choose my preferred courier during the 2nd Checkout?
You must have a dedicated address saved for that specific courier. Go to Account > Address, select the courier you want, and add your details. It will then appear as an option during checkout.

How much is the local shipping fee?
Shipping fees are based on the courier’s live pricing and how many books fit in their pouches or boxes. Our hub is located in Dasmariñas City, Cavite. You can check estimated rates on the Gogo Xpress and LBC Express websites.

Do you offer Free Shipping promos?
We do not offer free shipping at this time, as we prioritize offering discount vouchers for the books themselves.

Do you ship to provincial areas?
Yes, we ship nationwide across the Philippines.

How long does local delivery take once it leaves your hub?
Once the courier picks up your package from our hub, it usually arrives at their sorting facility by the afternoon or end of the day. Delivery to your door depends on your location.

Can I pick up my order directly from your location?
Yes! Choose the Store Pickup option during the 2nd Checkout and select the date and time you plan to arrive in Dasmariñas.

Can I request a specific day or time for delivery?
You cannot request an exact delivery time from the courier. However, during the 2nd Checkout, you can select your preferred pickup date from our hub, which helps you estimate when it will arrive.

How do I track my local package?
You can track your package directly inside our customer portal. We will also email you the tracking number once it ships.

Does the courier provide a photo upon delivery?
Lalamove always provides a delivery photo. Gogo Xpress sometimes provides one. LBC Express does not provide delivery photos.

What happens if I am not home to receive my package?
The courier will mark the delivery as failed and try again the next day (excluding Sundays). Gogo Xpress and LBC Express will attempt delivery a maximum of 3 times.

How long will an LBC Branch hold my package for pickup?
LBC will hold your package for 7 days after it arrives at their branch.

What happens if the delivery fails after 3 attempts or I don’t pick it up from LBC?
The package will be returned to us (Return to Sender).

• For Gogo Xpress: You will need to contact us to reship it, and you must pay a new shipping fee.
• For LBC Express: LBC does not charge us a return fee, but you will still need to pay the standard shipping fee to have it sent out a second time.

Can I change my delivery address after the courier has picked up the order?
No. Once the package is with the courier, the address cannot be changed.

What should I do if tracking says “Delivered” but I don’t have the package?
Contact us immediately so we can investigate the issue and coordinate with the courier.

Store Credits & Cash Outs

How do I “Cash Out” my available credits? To transfer your store credits to your bank or e-wallet:

1. Visit your Dashboard.
2. Select the Payments page.
3. Go to the Cash Out tab and fill in your details. Once submitted, we will review the request and manually process the transfer.

How long does a Cash Out take? Because we use InstaPay for our transfers, you will usually receive the funds immediately once we have reviewed and approved your request in the portal.

Why am I unable to Cash Out my credits? If you have an active order with an outstanding balance, the “Cash Out” feature is disabled. You must use your available credits to settle your existing balance first. Once you have no remaining balance due, you will be able to transfer your credits to your personal account.

Is there a fee for Cashing Out? Cashing out is free for many major banks and e-wallets. However, some providers may require a ₱15 InstaPay transfer fee. You will see the list of free and paid providers on the Cash Out page before you confirm.

Why do I need to upload a QR code for my bank or e-wallet? We highly recommend uploading your personal QR code to prevent manual typing errors. By scanning your QR code, we ensure your money is sent to the correct account quickly and safely.

Cancellations & Refunds

Can I add an item to an existing order?
Because our system is a little bit complicated, we cannot add items to an order that has already been placed. If you want another item, please place a new order. You can always hold and consolidate them when they arrive at our PH Warehouse!

How long do I have to cancel an order? You can request a cancellation through the customer portal as long as your order status is “To-Order,” “Back-Order,” or “Pre-Order.” Once the status changes to “Ordered,” we have already purchased the book from our international supplier. At that point, the order is locked and can no longer be cancelled.

Why is there a fee when I cancel an item or order? When you pay for an order, our payment processor (Xendit) charges a transaction fee. While Anisensei absorbs this fee when you make a purchase, the fee is non-refundable by the bank. Therefore, when an order is cancelled, we refund the amount minus the original Xendit transaction fee.

How do I receive my refund? If a cancellation is approved or a publisher cancels a title, the amount will be credited to your Store Wallet as Store Credit. You can use this credit immediately for future orders or request to “Cash Out” the balance to your bank or e-wallet.

Why wasn’t the refund sent directly back to my original payment method? Standard bank refunds (especially for credit cards) can take weeks to process. Additionally, some payment methods do not support direct reversals. By sending the refund to your Store Credit first, we give you immediate access to your funds, which you can then transfer back to yourself manually.

Damages, Replacements & Insurance

Is my order insured while in transit locally?
During the 2nd Checkout, you have the option to add item insurance. If the item is damaged by the local courier, it is insured up to that declared amount.

What do I do if my package is damaged by the local courier?
You must report the damage within 3 days of receiving the package. Couriers will not honor claims after 3 days.

1. Go to your portal and find the shipment.
2. Click Mark Order as Received.
3. Click Report Damage, upload clear photos, and provide a short description. We will handle the dispute with the courier.

What happens if my item arrives at your hub already damaged from the supplier?
If the item suffers severe transit damage on its way to the Philippines, we will offer you a free replacement copy or a full refund.

How long does it take to get a replacement copy?
Replacement copies travel via the same cargo method you originally selected. If you used Sea Cargo, the replacement will take 2-3 months to arrive. If you want to speed this up, you can contact us to upgrade the replacement to Air Cargo by paying the shipping difference.