FAQ
With a standard account, each person can order up to four units.
With a bulk purchase account, orders start from five units.
Depending on stock availability, KOMODO may adjust the purchase limits at our discretion, regardless of account type. Thank you for your understanding.
When we have an estimated restocking timeframe for an out-of-stock item, the expected restock period will be shown for each model.
For specific dates, please check our official social media channel or add the item to your “wishlist” to receive restock notification emails.
Yes, we have authorized retail stores in Japan, South Korea, Hong Kong, and Taiwan. Please see here for more details. For current stock availability, please contact each store directly.
※ Please note that products are not available for purchase at KOMODO’s head office.
Please note that you cannot change the model of the product after the purchase is completed.
Steam Deck: Learn more here.
If you need further details, please contact Steam Support.
KOMODO is responsible only for sales and shipping through this store. In accordance with the Valve Hardware Warranty, any issues with Steam Hardware products are reviewed and determined by Valve, the product manufacturer. Please contact Steam Support for further assistance.
Currently, there are no repair centers in our four Asian regions, and there are no plans to sell replacement parts at this time. We will share any future updates as they become available.
It may not have been delivered due to one of the following reasons. Please verify your email address and ensure that emails from [[email protected]] are allowed, then contact us here.
・The email address entered is incorrect.
・The email has been sorted into your spam or junk folder.
・The email was rejected by your email security settings.
If payment has not been completed: The order will be held for a certain period until payment is received. If payment is not received within this period, the stock will be released, and the order will be automatically canceled.
Once payment is completed: If fraudulent or inappropriate activity related to store usage is confirmed, the order may be canceled without prior notice.
We may, at our discretion, modify the order quantity or cancel all or part of an order if multiple orders are placed by the same customer, if we reasonably determine that multiple orders are placed by the same customer or the same group, or if we reasonably determine, based on factors such as purchase quantity or order status, that a purchase is not intended for personal use but rather for resale, redistribution, or a similar purpose.
【Physical Products】
If your order status is “Processing,” you may cancel the order yourself through your My account by following the steps below.
Please note that partial cancellations can only be handled by our support team while the order status is “Processing.” If you would like to cancel part of your order, please contact us instead of canceling it yourself.
※ Orders cannot be canceled once the status is “Packaging” Please submit a return request after delivery.
【Digital Products】
Conditions vary depending on the product. Please review the “Legal Lines” for details, and then contact us via the Contact Us page.
If you wish to return the product, please review our return policy here after delivery, then submit your return request.
No. We do not accept cancellations or returns for individual items included in a bundle product.
Once a bundle product order has been placed, it cannot be changed to an order for individual products. If you wish to make a return, the entire bundle must be returned.
Customers in Japan, Hong Kong, Taiwan, Korea can use the store.
You can refer to the【payment methods】on this page for more details.
After logging in to our store from here, please check the order details from My Account > Order Details.
We are sorry, but we do not support installment payments.
Depending on your payment method, some services may offer installment or deferred payment options. Please check with the relevant payment service provider.
Please check the following two points with your credit card company:
・Whether there are any restrictions on using our store. If there are any, please contact your credit card company to have them removed.
・To prevent fraud, we have implemented two-factor authentication through the “cardholder authentication service (3D Secure 2.0)”. Please check that you have registered for two-factor authentication and that it has been successful.
If the problem persists after confirming the above, you will not be able to use your credit card.
Please use an alternative payment method.
Please accept the product and then submit a return request. If the product is refused upon delivery, a refund will be issued after confirming that the product has been returned to the warehouse, minus shipping and handling charges.
※ Please note that it may take up to two weeks for the product to be returned to the warehouse.
【Physical Products】
Please refer to the scheduled shipping date on the top page for an estimated shipping timeframe. Please note that weekends and public holidays are excluded.
A tracking number will be sent to you by email once your order has been shipped.
【Digital Products】
The product will be delivered by email within 24 hours.
The products will be shipped from your area of residence. The designated shipping carriers for our store are as follows.
Please check the homepage or cart for shipping details.
- Japan: Sagawa Express
- South Korea: CJ Logistics
- Taiwan: Yamato Transport Taiwan
- Hong Kong: JD Logistics
Delivery may be delayed if there is an issue with the delivery information (such as incorrect phone number, address format, or input errors) or due to circumstances like distribution issues or weather conditions.
Please provide us with the correct address here. Please note that we may not be able to accommodate a change to an entirely different address.
※ If your order status is “Packaging”, the shipment has already been arranged and the address cannot be changed.
※ If the new address is a hotel, we may need documentation to verify your employment there.
※ Japan: As part of our fraud prevention measures, delivery is only available to the specified address. “Leave-at-door delivery,” “carrier office pickup,” “convenience store pickup,” and “post-order forwarding requests” are not accepted.
The estimated delivery timeframe is shown in advance on the model selection page. If you are unable to receive the product at the specified address after placing the order, the order will be treated as a cancellation at the customer’s request.
In such cases, a flat handling fee of JPY 3,000 per unit will be deducted from the refund, regardless of whether the item has been shipped. If the item has already been shipped, the refund will be processed after the product is returned to our warehouse, which may take approximately two weeks.
Since each order is processed separately, we are unable to combine them into a single shipment.
Digital products are products that are delivered and accessed entirely online. Once payment is completed, we will send the product key or download information to the email address you provided.
No printed manual is included, and no physical items will be shipped.
Please provide the following information from here:
・Your current email address
・The email address you would like to change to
Please contact us here.
※ Please note that once your account is deleted, we will not be able to verify or provide support for purchase details, reissuing receipts, or any other inquiries. Thank you for your understanding.
You can reset your password by clicking here.
After resetting your password, please try logging in again.
Please contact us here.
※ Please note that our store does not have a telephone support line, and inquiries directed to KOMODO’s head office will not be answered.