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Contact us at care@hinka.co!
To ensure the safety and keep things fair both in terms of usability and fun, we at Hinka have a strict policy that specifies only one account per user. This ensures there are no cases where someone might steal your identity or use it to commit fraud against other people and/or companies.
For players sharing the same physical address with family members or roommates, one separate account for each member can be created.
We're sorry to inform you that, to comply with anti-money laundering policies and protect your information from hackers, players cannot share payment methods across accounts.
We understand that this may be frustrating, but it's for your security and peace of mind. Thank you for your understanding!
We may investigate users under suspicion of illegally possessing or playing with multiple accounts, as well as other unusual behaviours at any time without warning.
Any user found in possession of multiple accounts for nefarious purposes may have all their accounts terminated and all their prizes forfeited without prior notice.
Who has time to remember all of those passwords?
One is too many.
Make sure your Phone number, Email address, Facebook, Google and Apple accounts are all connected to Hinka and we will make sure logging in is as easy as clicking one button.
To combat potential fraud, HINKA has a few rules in regards to how it deals with chargebacks.
We get fined each time a chargeback happens and too many chargebacks means banks and card companies may stop processing payments for us indefinitely. In order to keep payment methods open worldwide, we have to take chargebacks very seriously.
Visa/Mastercard/American Express/JCB/UnionPay and banks consider chargebacks to be fraudulent activity—they'll only reverse a payment if they believe it's unauthorized or otherwise suspicious.
Your HINKA Account will be suspended immediately once a chargeback occurs. You may be able to regain access to your account by repaying the amount owed.
Fraud alerts and Requests for Information (where the cardholder or card-issuing bank verifies the authenticity of a transaction) may be treated as chargebacks.
Don't panic! If you are having trouble logging into your Hinka account, please confirm the following:
- You have entered the correct phone number.
- You have selected the correct country.
The answer is no, we don't practice black magic here at HINKA.
All our machines are designed to be a fun and interactive game for all before being made available so they're always fair games!
Some may include different strategies for the prizes to be won, so, if you're experiencing difficulties with a specific prize, we recommend trying various approaches - maybe that'll do the trick?
Prizes may become difficult or even impossible to win due to previous players actions.
If you are having trouble with your machine, please contact us. That's right, we're here 24/7 to review the machine's settings and logs to identify any possible issues that may need attention.
We'll be able to provide you a refund if the problem is on our end! That said, you must note that any plays not related to technical issues will not be deemed qualified.
Don't worry about losing your credits if there are technical problems - we will refund 100% of what was played on machines in good working order as per our guidelines (they're pretty strict!).
We feel awful that you’ve encountered such a situation and we apologise for the disappointment.
Maintenance is only scheduled to happen after a user has left the machine. If you believe your play was interrupted by our staff, please send us an inquiry.
HINKA Coins can be used at all machines for plays!
Check out our extensive collection of HINKA Ultimate Claw Machines and find your favorite!
Hinka Coins can be used at all machines for plays!
Check out our extensive collection of HINKA Ultimate Claw Machines and find your favorite!
Thanks for being a part of HINKA, to show our gratitude and appreciation, HINKA Points are given out to our players for FREE* and you may use your HINKA Points to redeem FREE GIFTS including plushies, figures, Japanese snacks and even HINKA Play Tickets!
You may earn them by completing the following tasks!
- Logging in everyday (Coming soon)
- Purchase HINKA Coins
- Completing a survey
- Follow us on Instagram, Facebook, X and Tiktok for Flash giveaways
- And many many more hidden tasks for you to discover!
Our staff members will replenish the balls on a regular basis.
However, if you're lucky enough to spot a machine with insufficient ping pong balls...we may consider it a win and award you the prize when the machine runs out of ping pong balls during your game!
HINKA Ultimate Claw Machine Duo and Trio are new and improved versions of the classic Japanese UFO Catchers (aka claw machines, crane machines), they are designed by our team of experienced engineers, and it may differ from those simple ones found in local arcades.
We recommend you to check for updates periodically as we optimize the performance of the app with the latest release of iOS/iPadOS/MacOS/Android.
We are terribly sorry if the mobile app is not working properly for you, please contact us for a solution and we will try our best to make up for it!
If you have lost any HINKA Coins due to a bug or a technocal/mechanical issue, please contact us for a solution and we will try our best to make up for it!
The prizes displayed at the back of the machine are only for showcasing purposes, we understand that they are extremely adorable but players should not attempt to "win" it.
We are so sorry to hear this, if the connection issues have impacted your gaming experience, we recommend playing with a stable internet connection to avoid delays of the live video feed.
We have partnered and working closely with various leaders in the cloud industry, such as Amazon AWS and Cloudflare to ensure we are utilizing the latest and best technology available.
We are always working on improving the quality of our network infrastructure to serve you the best HINKA Experience possible. However, external factors such as your Internet Service Provider's performances are out of our control and please contact us for a solution if the issue persists, we will try our best to work on a solution for you!
Use of VPNs or re-routing services may lead you on an alternate path towards our servers that can provide some improvement if your ISP does not have direct access routes. However, please note that HINKA cannot offer any support regarding these types of services usage so it's up to the user whether they would like to take this risk; furthermore we do not endorse nor have interest with such type of service providers at all.
We are terribly sorry if the mobile app is not working properly for you, unfortunately we can only award prizes when the winning conditions are in fact fulfilled.
In the case where the app mistakenly sent you a winning notification without you actually meeting the winning requirements for that machine, we recommend you to keep playing until the prize is properly won.
If you think that extra plays were made, please contact us so we can investigate the machine's logs and issue refunds for any unnecessary play(s).
Congratulations! We hope you enjoyed the Hinka experience so far!
You can request the prizes stored in your cart to be shipped to you once you have successfully registered your physical address with us.
Shipping requests made before 12:00 Japan Standard Time(JST) will be dispatched from our warehouse within 3 hours and typically be loaded onto the next available cargo plane before midnight (extra 24 hours during peaks such as Christmas and New Year's Eve). However this may vary depending on various circumstances.
Please keep in mind that we make no guarantees as to the length of time it may take especially under the impact of the pandemic. However, we promise each and every order will be shipped as soon as possible by the Hinka Warehouse Specialists.
As much as we would love to help with your concerns, unfortunately we are unable to speed up the shipping process on an individual basis as it is beyond our control once the shipment has been dispatched from our warehouses.
Your order will be disinfected, packed and dispacthed from our warehouses within the same day.
Shipping requests made before 12:00 Japan Standard Time will be dispatched from our warehouse and typically be loaded onto the next available cargo plane within 48 hours (up to extra 72 hours during peaks such as Christmas and New Year's Eve). However, this may vary depending on various circumstances.
Orders will be shipped via Japan Post.
An automated email that is sent upon order dispatch will allow you to check your order status via a URL directed to the Japan Post Office for tracking updates. However, we would advise using the listed tracking number from your local post office website for a more accurate tracking once your order is received in your country.
We have partnered with various international couriers to ensure the service quality, including EMS, USPS, DHL and SF Express.
*Please note that depending on certain circumstances our logistics partner may decide to ship your order via a different delivery service they are in partnership with.
Orders will be shipped via Japan Post.
An automated email that is sent upon order dispatch will allow you to check your order status via a URL directed to the Japan Post Office for tracking updates. However, we would advise using the listed tracking number from your local post office website for a more accurate tracking once your order is received in your country.
Congratulations! We hope you enjoyed the Hinka experience so far!
You can request the prizes stored in your cart to be shipped to you once you have successfully registered your physical address with us.
Prizes you have won will be kept in your cart for twenty-one days. After the twenty-one day retention period has lapsed, your prizes will be automatically forfeited by our system if there hasn’t been a request for shipping confirmed. Please note that once a prize has expired, our HINKA Care Specialsts are not capable of reinstating it.
We feel awful that you’ve encountered such a situation and we apologise for the disappointment.
We’d love to see each and every box arrive in pristine condition - but, unfortunately, we cannot always supervise the entire delivery process from end-to-end across continents and oceans.
In the case an item comes damaged or is missing (the box has physically arrived in good condition but an item is not in your box), please contact our Hinka Care team.
You are required to submit pictures in order for our support team to expedite a resolution:
- Pictures of all sides of the box (applies to both missing and damaged item issue)
- Pictures of all items received in the box (applies to both missing and damaged item issue)
- Pictures of individual items, showing the damaged part (applies to damaged item issue)
The validity of a damaged item will be at the discretion of the Hinka Care Specialist.
Any damages to the boxes or the packaging of a product will not qualify for replacement if the content is undamaged and any issues must be reported within 7 days of receiving your parcel.
The prizes available on Hinka are offered exclusively for claw machine games and arcades, they have no actual monetary value and cannot be sold legally.
As the prizes CANNOT be legally sold under the licensing agreement we have with the Intellectual Property holder, please keep in mind that any sales listings found for prizes available on Hinka are not official and are not eligible for any kind of warranty from Hinka.
Also note that counterfeits are often found on Facebook Marketplace, Shopee, Mercari, Carousell and other classifieds platforms.
Prizes that are shipped outside of Japan/Hong Kong may be subjected to import taxes, customs duties and other various fees imposed by the destination country. The recipient of those international shipments may be subjected to pay for such import taxes, customs duties and other fees which are enforced once a shipment reaches the recipient country.
Charges for customs clearance must be paid for by the recipient; we have no control over these charges, nor can we anticipate what they may be.
As customs policies vary greatly from country to country, we recommend that you contact your local customs office for more information regarding fees and procedures that you might be unaware of.
Thank you for your understanding and cooperation on this matter.
Hinka has engaged a globally accredited payment gateway service provider to secure all aspects involving customer payment via credit cards and e-wallets.We will perform thorough weekly security checkups to ensure our users are not exposed to any security threats.
All customer credit card information is securely submitted and processed entirely on their infrastructure and Hinka staff cannot access, view, process or store sensitive cardholder data (such as credit card numbers, expiry date and CCV codes). Credit card details are always encrypted by your browser/the payment gateway before they are sent to them, and are never exposed in human comprehendible plain text.
We are certified to meet the regulatory security requirements outlined by the Payment Card Industry Data Security Standard (or PCIDSS). As part of the certification process, they are required by Hinka, banks and credit card issuers to implement stringent security controls and undertake regular independent security audits to maintain its certification and security assurance levels.
Hinka has the strictest technical measures and organizational security policies and procedures in place designed to protect Personal Data and information from loss, misuse, alteration, or destruction.
Access to systems and applications used for Personal Data processing are limited to staff members who need the data for carrying out their job tasks.
Where Hinka engages third parties to host electronic data on our behalf, Hinka requires them to meet appropriate information security requirements.
When Personal Data processing involves manual processing, it may only be done on premises accepted for such purposes. These premises are protected with a number of security measures, including but not limited to 24/7/365 access control and camera surveillance systems.
Unfortunately the answer is NO.
In order to combat fraud, we may at times investigate accounts under suspicion of illegal activities, such as purchasing Hinka Points with stolen credit cards at any time and without warning.
Any account discovered engaging in illegal activities will be restricted and their user access to Hinka may be prohibited. This includes, but is not limited to, delivery addresses being blacklisted and all pending prizes being revoked.
Yes you are right, the safety and security of your information also depends on you. You should maintain good internet security practices. Where you have password-protected access to an account or certain parts of the Site or Services, you are responsible for keeping this password confidential.
You should never share your password with anyone to prevent unauthorized access to your account and Personal Data by selecting and protecting your password appropriately and limiting access to your computer or device and browser by signing off after you have finished accessing your account.
If your email, Facebook, Gmail or Apple account is compromised this could allow access to your account with us if you have permitted access through those accounts.
If your email account is compromised it could be used to ask us to reset a password and gain access to your account with us.
If you think that any of your accounts have been compromised you should change your account credentials with us, and in particular make sure any compromised account does not allow access to your account with us. The information you share in public areas may be viewed by other users.
We will never email you to ask for your password or other account login information. If you receive such an email, please notify us so we can investigate further.