Frequently Asked Questions
1. Are your products compatible with all camera models?
No. Some products are designed for specific camera models, while others are universally compatible.
Please check the product title, description, and compatibility information carefully before placing your order. For example, a grip designed for the Fujifilm X-M5 may not fit other Fujifilm models.
2. How can I confirm whether an accessory fits my camera?
Please check the exact model name printed on your camera or shown in the camera settings.
You can compare it with the compatible model listed on the product page. If you are unsure, contact us before ordering and provide your camera brand and model.
3. Does the product include the camera?
No. Cameras, lenses, and other equipment shown in product images are for demonstration purposes only unless clearly stated otherwise.
The package contents are listed on each product page.
4. How long does order processing take?
Orders are usually processed within 1–3 business days.
Processing time may be longer during holidays, promotional periods, or when a product is temporarily out of stock.
5. How long does shipping take?
Estimated delivery times depend on the destination and shipping method.
Typical delivery estimates are:
- Japan: 5–12 business days
- United States: 7–15 business days
- Europe: 7–18 business days
- Australia and New Zealand: 7–18 business days
- Other regions: 10–25 business days
These are estimates and may be affected by customs clearance, local delivery services, holidays, or weather conditions.
6. Do you provide tracking information?
Yes. Tracking information will be sent by email after your order has been shipped.
Please allow some time for the carrier’s system to update after you receive the tracking number.
7. Do you ship internationally?
Yes, we offer tracked shipping to many countries and regions.
Available shipping destinations and costs will be displayed during checkout.
8. Will I need to pay customs duties or import taxes?
Customs duties, import taxes, and handling fees may apply depending on the laws of your destination country.
Unless otherwise stated, these charges are the responsibility of the customer and are not included in the product price or shipping fee.
9. Can I change or cancel my order?
Please contact us as soon as possible after placing your order.
We may be able to change or cancel an order before it has been processed or shipped. Once the order has been shipped, it can no longer be cancelled.
10. What should I do if I entered the wrong shipping address?
Contact us immediately with your order number and the correct address.
We cannot guarantee that the address can be changed after the order has been processed or shipped. Customers may be responsible for additional shipping costs caused by an incorrect address.
11. What should I do if my order arrives damaged or incorrect?
Please contact us within 7 days of delivery and provide:
- Your order number
- A description of the problem
- Clear photos or videos of the product
- Photos of the external packaging and shipping label
We will review the issue and provide an appropriate solution.
12. Can I return a product?
We accept eligible returns within 30 days of delivery, provided that the product is unused, undamaged, and returned in its original packaging.
Some products may not be eligible for return due to hygiene, customization, clearance, or compatibility-related reasons. Please review our Return and Refund Policy before ordering.
13. Who pays for return shipping?
For returns caused by a change of mind, incorrect model selection, or ordering error, the customer is generally responsible for return shipping costs.
If the product is defective, damaged, or incorrectly shipped, please contact us for assistance before returning it.
14. Are the wooden products exactly the same as the photos?
Natural wood products may vary slightly in color, texture, and grain.
These natural variations are not considered defects and make each product unique.
15. Will the accessory block the battery compartment or camera ports?
Product designs vary. We clearly state important compatibility details on each product page.
Please review the product images and description to confirm whether the battery compartment, memory card slot, tripod socket, screen, or ports remain accessible.
16. How should I clean and maintain camera accessories?
Use a soft, dry cloth to clean the product.
Avoid harsh chemicals, excessive moisture, high temperatures, and prolonged exposure to direct sunlight. Wooden accessories should be kept dry and stored in a ventilated place.
17. Do your products come with a warranty?
We provide support for manufacturing defects and product quality issues.
Damage caused by misuse, impact, water exposure, incorrect installation, normal wear, or unauthorized modification is not covered.
18. How can I contact AUCO?
You can contact us through our Contact Us page or by email:
Email: sales@aucoorder.com
Please include your order number when contacting us about an existing order.