Frequently Asked Questions
What do you sell?
We specialize in Labubu and Pop Mart collectibles — including mystery boxes, open box figures, and special collabs like Coca-Cola and One Piece. Every item is handpicked for collectors.
Which carriers do you use?
We primarily ship with UPS and FedEx, but may use other trusted couriers if needed.
Please note: We do not ship via Canada Post, which means we cannot deliver to PO boxes. A valid street address is required for all orders.
How fast is shipping?
Turnaround time varies depending on order volume.
Every order is packed in the order it’s received, and we’re often working through a high number of open orders. We appreciate your patience — tracking numbers are sent as soon as your package is ready to go.
Do remote areas cost more to ship?
Yes — orders shipping to remote Canadian or US addresses may incur additional shipping charges due to carrier surcharges.
If your address qualifies as remote, a flat rate of $60 CAD will appear at checkout under Remote Canada Shipping or Remote USA Shipping.
This applies to areas like Northern Ontario, Yukon, NWT, Nunavut in Canada, and Alaska, Hawaii, and US Territories in the USA. Carriers charge significantly higher rates to these regions — even for small packages.
What if my order is marked delivered but I didn’t receive it?
Once an order is marked as delivered by the shipping carrier, we are no longer responsible for its delivery. If your package is missing, we recommend checking with neighbors, your building manager, or your local post office. If you believe it was stolen, please file a claim directly with the carrier. We do not offer refunds or replacements for stolen packages.
Are manufacturer defects covered?
No. Labubu and Pop Mart collectibles are factory-produced and often hand-painted. Minor paint variations, seam lines, or surface marks are not considered defects and are not eligible for refunds or replacements. These variations are part of the collectible nature of the products.
Can I return or exchange items?
All sales are final. Due to the nature of blind boxes and collectible goods, we do not accept returns or exchanges.
Can I cancel my order?
Orders can be cancelled within 72 hours of purchase.
Please note: Preorders are final sale and non-refundable, even within the 72-hour window.
If you need to cancel, email us at hello@sakuro.ca with your order number right away.
What’s the deal with “Open Box” figures?
All our open box figures are brand new and completely sealed in their foil packaging. We never open or tamper with the figure itself.
We identify the character inside without unsealing — similar to how Pop Mart’s official POP NOW feature works on their online store. It allows collectors to choose the figure they want while keeping everything sealed.
You still get a surprise-free purchase, but with full peace of mind that your collectible is untouched. ✨
Where can I get updates?
Follow us on @sakuro.official or sign up for our newsletter to get updates on drops, restocks, and promos.
How do I know my figure is authentic?
Every figure we sell is 100% authentic — sourced directly from official Pop Mart sealed cases or verified open box stock. Here’s how you can confirm authenticity:
1. QR Code (on box): Most Pop Mart boxes include a QR code you can scan.
2. Scratch-Off Label: Enter the 16-digit code at Pop Mart's verification page.
3. Blacklight Logo: On some figures, the Pop Mart logo glows under UV light.
4. Build Quality: Real figures have sharp detail and clean paint, however as noted in the above section, defects may happen and we are not liable for those.
5. Packaging Details: Look for proper seals, branding, and textures.
6. Proof of Purchase: We post proof on Instagram. All orders are tracked.
Do you offer bulk orders or wholesale?
We offer discounted bulk pricing for sealed cases only. Minimum order is 15 sealed cases.
Perfect for serious collectors or resellers. We do not offer open box figures at wholesale pricing.
To get started, please visit our Contact Us page and send us a message — we’ll reply within 48 hours with availability and next steps.
What happens if I file a chargeback?
We take all orders seriously and ship with tracked delivery and full documentation. If a chargeback is filed on a fulfilled order, we will provide BigCommerce and the payment processor with all supporting evidence. Filing a chargeback on a valid purchase may result in a permanent ban from future orders. Please contact us first if you have any concerns — we’re here to help.
Is Sakuro a registered business?
Yes! Sakuro is a registered business name in British Columbia, operating under a sole proprietorship. We're a small team focused on curating authentic collectibles for fans and collectors.