Hi! Welcome to our frequently asked questions page, this is the compiled of most asked questions, hopefully this help you to find your answer to your question faster.

You can use Ctrl-F if you are looking specific question, however you more than welcome to read through this page.

If all fail, please feel free to contact us!

General Question

Q. How do I can get in touch with you?

A.You can contact us using mail form on the Contact Us page or directly email us at sales@japantoys.com.au

You can also give us a call 0490 678 559 (Monday-Friday 9am-5pm; Saturday 11am- 3pm AEST)

Alternatively, you can as well Send us text, WhatsApp, line, WeChat, Facebook and Twitter!

Q. I'm in Melbourne or going to be in Melbourne. Do you have a store I can visit?

A. Yes, we have a physical retail store that located at 17/ 75 Elm Park Drive, Hoppers Crossing VIC 3029, 25-30 min drive from Melbourne CBD. Please feel free to drop by whenever you have a chance.

Q. Do you offer wholesale or drop shipments?

A. Sorry, we do not provide wholesale or drop shipment services, nor can we provide additional discounts or free shipping for large orders.

Q. I can't log into my account.

A. If you have forgotten your password, please use the password reset. If there is no luck please contact us and our support team will get in touch with you as soon as possible

Q. Can JapanToys close an account?

A. Yes. this is an absolute last resort in cases where we receive a large number of cancellations (either by customer request or due to non-payment) from a customer, we will first send several reminder notices and warnings in regards to our store's ordering policies. If the situation does not improve, we will be left with no other recourse but to permanently close that account and will be unable to accept any further orders.

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General Question about Products

Q. Is products that JapanToys sell genuine product?

A. Yes! All our product is genuine and purchased from authorised distributor of said brand, please do feel free to ask for picture of the product that you after to help clear any confusion.

Q. I want an item that I don't see on your website. Can you get it for me?

A. We will try our best to get the item(s) that you after, however We are unable to offer items that are exclusive to other stores.

Q. A new item was just announced. When will you offer it for pre-order/sale?

A. Information on new or upcoming releases are added to our website as soon as we are able to, and as such we generally do not know what products we will or will not be able to carry until the day they go up on our site. Because of this we are usually unable to say for sure if or when we will be able to carry a particular item that has not yet been officially announced to stores by its manufacturer. Please keep in mind that we are unable to offer items that are exclusive to other stores.

Q. I am interested to purchase product from your website but i am from overseas, what should i do?

A. Please contact sales@japantoys.com.au to discuss this

Q. I'd like to add an item to my order. Can you add it for me?

A. Unfortunately we are unable to directly add items to orders. If you would like to add items to your order, please place a new order for the additional items/quantities. 
Please understand that we cannot accept any requests for orders of sold out items.

Q. Can you cancel my order/part of my order?

A. Yes, please let us know by sending email to sales@japantoys.com.au as soon as possible, We are unable to cancel item(s) that has been dispatched. Please only place orders for items you intend on purchasing.

Q. An item in my order is now listed as sold out! Will I receive the item?

A. Don’t panic. Stock for your order has already been secured if you have already placed an order for the item and it has been confirmed. "Sold out" means we are unable to accept new orders for the item.

Q. Why is this pre-order item marked as Sold Out?

A. Items are marked as Sold Out if we are unable to accept new orders for that item. We are unfortunately unable to accept orders in excess of the quantity our store expects to receive. Once all available pre-order slots are filled, the item will be marked as Sold Out and we will not be able to accept new orders for it.

We do not know if or when such items may become available again and unfortunately cannot respond to such inquiries.

Q. There's an item I want but it's sold out. Can you let me know when it's back in stock?

A. We cannot take any further orders for items that are sold out and unfortunately if or when we can get more stocks is unknown. There is no "wait list" system for sold out items, nor can we send notifications or answer any questions regarding restocks. If we are able to get more stocks of an item, our website will be updated and the item will be available for purchase.

Please keep an eye out for any updates on our website. You can also add Sold Out items to your Wish list and monitor their status from there.
Please understand that we cannot add items to an order in the event that a sold out item is cancelled by another customer.

Q. The product page for an item I ordered is now gone. Has it been cancelled?

A. We will sometimes remove the product page for items that we can no longer accept new orders for, such as initial releases for items with a re-release available, and items that are limited in supply such as game-prize. Your order is still valid if the item is still listed on your order. Please do not place a new order for the item.

Q. What is a Back-order?

A. Back-order items are items that are not currently in stock at our warehouse but can be requested from our distributors. Once a back-order is placed, we will check with our distributors to see if we can receive that item in stock. This process can take up to 2 weeks to complete and availability is not guaranteed. Please note that combining back-ordered items with in-stock items will delay your in-stock order's shipment, and in some cases we may separate such combinations.

Items marked as Sold Out are unable to be back-ordered. Only items marked as "back-order" are eligible to be back-ordered.

Q. What is a Tentative Pre-order?

A. Pre-order items whose availability is still uncertain may be marked as "Tentative pre-order." These items are generally produced in limited quantities and as such require additional confirmation with regards to availability. We will inform customers as soon as possible to confirm whether or not we are able to procure stock of these items for their order.

Q. Can I receive a discount if I order x amount?

A. At Japan Toys we do our best to offer the lowest possible prices for our items. As such, we are unfortunately unable to offer additional discounts for large orders, etc.

Q. I want more quantities than the max limit for this item. Can I place more than one order?

A. Order limits at Japan Toys are cumulative, and they are determined on a per-customer basis (including past orders), not a per-order basis. Order limits for an item may not be exceeded under any circumstances, regardless of the number of orders placed, and any orders found to be exceeding those limits will be cancelled. Creating multiple accounts to bypass these limits is also not allowed, and continued violation may result in disciplinary action.

Q. I don't want my order anymore but someone else does. Can I give them my order?

A. Orders may not be transferred. Any attempts to do so may result in all orders being cancelled and/or permanent account closure of all involved accounts.

Q. Why was my order cancelled?

A. There are several possible reasons for your order being cancelled:
1. Our e-mails did not reach you.
Please make sure you have provided us with a valid e-mail address and that you can receive mails from our domain (Japan Toys.com.au) without being blocked by your ISP / spam checker / e-mail application.
Smooth e-mail exchanges are essential to complete your transaction.

2. We asked you to do something to finalize your order but didn't get any reply.
For example, if your name or shipping address was displayed in garbled characters on our side, or when we think you might have accidentally double-ordered (receiving two identical orders overnight), we will e-mail you to confirm before proceeding with your order. If no reply is received from you after a certain period, we usually choose to cancel the entire order.

3. There is an unsettled case with your previous order.
We cannot accept orders from customers with outstanding problems on previous orders. You will be able to order again once the problem has been resolved.

4. The product's release itself has been cancelled, or we experienced a sudden supply shortage due to problems on the manufacturer's or distributor's side.
If this occurs, we sincerely apologize and appreciate your patience and understanding on the matter.

5. Your order has been determined to exceed store purchase limits.
In order to protect our customers and make sure that all customers have a fair chance to purchase the items they want, Order Limits are placed for some high-demand items. If it is determined that an account has ordered items beyond the stated purchase limits, any items exceeding the purchase limit will be cancelled and the account holder will be notified. Customers repeatedly exceeding purchase limits may have their account suspended and any open orders cancelled. Please be advised that shipped items also count towards the purchase limit.

6. We are unable to accept orders from you.
We are unable to accept new orders from customers whose account has been closed.

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WISHLIST

Q. What is a Wish list?

A. the Wishlist is a feature you can use to make a list of items of interest. For example, you may use it to keep track of items they would like to purchase at a later time. However, please keep in mind that adding an item to your Wishlist does not add the item to your shopping cart, nor does it guarantee you stock of that item. The Wishlist is only a handy feature that can be used to keep track of selected items. No notifications will be sent in the event an item comes back in stock.

Q. How do I add items to my Wishlist?

A. You can add items to your Wishlist by clicking the "Add to Wishlist" button on the item page. You may then be redirected to the Log In confirmation page if you are not currently logged in. You must be logged in to use the Wishlist.

Q. How can I check my Wishlist?

A. You can check your Wishlist by clicking the "Wishlist" button shown on the right side of the "Cart" button on the top page. You can also check it from My Account by clicking on "Wishlist".

Q. How can I remove items from my Wishlist?

A. You can remove items by going to your Wishlist and simply clicking on the "Delete" button shown on the column of the item you would like to cancel. Please understand that items which are no longer listed on our site may be removed from your Wishlist automatically without notice.

Q. I want to order an item from my Wishlist.

A. You can purchase the item by entering your Wishlist screen and clicking on the "Add to Cart" button shown on the column of the item you would like to purchase. Items whose current stock/sale status precludes ordering (Sold Out items, for example) cannot be added to your cart. Once the ordering steps have been completed, the item will be automatically removed from your Wishlist.

Q. I'm having trouble viewing my Wishlist.

A. If you are having difficulty viewing your Wishlist, please try clearing your browser's cache and trying again.

 

PAYMENT QUESTIONS

Q. What payment methods are available?

A. Japan Toys accepts payments by PayPal, credit card, and Bank Transfer / Direct debit. We accept Visa and Master Card for credit card payments.

* Regarding Credit Card Payments:
Due to a rise in fraudulent credit card payments worldwide, we may be required to ask customers to pay via PayPal in some instances.
For new customers, we may also ask that your first payment be made via PayPal for safety reasons. We apologize for the inconvenience and thank you for your kind understanding on this matter.

Q. When do you charge my order?

A. Orders are generally invoiced when order is placed. If you prefer to place deposit for pre-order item please contact sales@japantoys.com.au
* high-priced orders/items require payment by PayPal.

Q. Why do I keep getting an error when I try to register/use my credit card?

A. Credit cards at our store are processed through a third-party company and unfortunately, we are unable to provide assistance if your card cannot be registered or used on our website. Please kindly consider submitting your credit card payment through PayPal instead if you continue receiving errors.

Q. Why was my payment method changed?

A. Our store reserves the right to change an order's payment method at our discretion. In some cases, the chosen payment method may not be available for certain items in your order. We may also request that new customers submit payment by PayPal for safety reasons.

Q. I'm having trouble with my account. Can I have a friend pay for my order? Can I pay for my friend's order?

A. Please submit payment for your orders using your own payment information. If we discover payments originating from other individuals, the accounts may be determined to be duplicates and both accounts closed without warning.

Q. The item I ordered is marked as released on your website but I haven't received an invoice.

A. Please keep in mind that invoices are sent after all items in an order have been released and are ready to be shipped. If your order contains a mix of pre-order and in-stock items, the order will be invoiced after the pre-order item has been released. While we do our best to send invoices out as quickly as possible, please understand that it may take some time for invoices of all orders that are ready to be sent.

Q. I'm transferring funds from my bank account to PayPal but it won't go through until after the payment deadline. What can I do?

A. Please understand that we cannot extend payment deadlines for any reasons. Instead of transferring funds from your bank to your PayPal account, we suggest sending an eCheck instead which would directly transfer funds from your bank account to our PayPal account. Please contact us if you would like to send an eCheck for your order.

Q. Can you extend my payment deadline?

A. All orders must be paid for within 7 days after payment request. We kindly ask that all customers pay for their order within the stated payment period. All unpaid orders will be cancelled and any items contained within will be ineligible to be re-ordered at our store. Please note that any orders that have gone past the stated 7-day payment period are no longer guaranteed and the items contained therein may be offered to other customers or moved to their orders without notice.

Q. How do you handle and protect my credit card information?

A. All credit card transactions are handled by a reliable third-party credit card payment agency. Your credit card information is never transmitted to Japan Toys and therefore there is no possibility of your credit card information being stolen from our site or servers.

In order to protect cardholders from fraudulent charges, we may request payment via PayPal depending on order amount and/or customer order history, even if credit card is selected as the payment method.

Q. I'm having trouble with my PayPal account! What can I do?

A. We are unfortunately unable to provide support for PayPal or its services. Please contact PayPal to resolve any problems. Payment deadlines may not be extended due to PayPal or banking problems. If you would like to change to payment by Credit Card, please do so through your My Account page.

 

SHIPPING QUESTION

Q. What shipping methods do you offer?

A. Orders are shipped by Australia Post. We unfortunately do not offer any other services at this time.

Q. What is the shipping cost for this item? Can I change my shipping method or address?

A. The shipping Cost is $8.80 per orders and Free Shipping for order above $100

If you would like to change the shipping method or address for your order, please do so through the Update shipping info/payment method link on your My Account page, alternatively please email to sales@japantoys.com.au with your order number.

Q. Why I still need to pay the shipping fee when my total order is more than $100?

A. The $8.80 shipping fee will be automatically adjusted on your check out page, and it won’t be charge to your order. If there any complication contact us and we will adjust this straight away.

Q. I am purchasing from overseas, how much is the shipping cost will be?

A. Due to variate shipping cost to each different country, please contact to sales@japantoys.com.au for quote.

Q. I wrote my shipping address incorrectly! What can I do?

A. If your order has not yet been paid for or shipped, please correct the error through your My Account page and make sure you receive a confirmation of the changes. The address of orders that have been shipped or are in the process of being shipped cannot be modified. Please always double-check the shipping address before submitting payment for your order. 

If a package is returned to us due to an incorrect shipping address, we will request the customer cover shipping charges for re-delivery. Please note that the address update function on our web site does not affect previously placed orders. Only future orders reflect the changes. If you have moved or require an address change for previously placed orders, please update the address through your My Account page before make payment. Alternatively, please email to sales@japantoys.com.au with your order number

We do not use PayPal addresses for shipping, nor are the Notes section of PayPal payments checked. Please do not put any important information, such as address changes, there as they will not be used to update your order.

Q. An item in my order was delayed. Can you re-combine it with my original order and ship them together?

A. Unfortunately some items that have been delayed may no longer be eligible to be shipped with its original order.

Q. I only want the bonus included with this item. Can you send me just the bonus item?

A. We are unfortunately unable to open items in our warehouse or ship only parts of an item.

Q. The shipping address on my Japan Toys account and PayPal account are different. Which one will you ship to?

A. We will always use the shipping address specified on your order or Japan Toys account. We do not use the shipping address on your PayPal account.

Q. Help! My parcel was returned back to you!

A. Parcels may be returned because they remained unclaimed; the wrong address was specified, etc. We will automatically contact customers whose parcels have been returned to our warehouse to arrange reshipment. Items will be re-shipped in the same condition as they are returned to our store.

Q. Can you gift wrap my items or add a special message to my order?

A. Unfortunately Japan Toys cannot accept any requests for gift wrapping, special messages or other requests regarding shipping message.

Q. The website says my order was shipped but I never received a shipping notification.

A. Shipping notification mails are not immediately sent upon shipment of an order but are generally sent within 24 hours. If you are still unable to locate our shipping notification mail after checking your spam/junk folder, please make sure the spam filters are not blocking e-mails from our JapanToys.com.au; if above step doesn't work please email to sales@japantoys.com.au with your order number

Q. My package looks like it's been damaged. What should I do?

A. If any damage occurs during shipment, we will need your cooperation to make a claim.

PLEASE -- If you think something may be wrong with your parcel: 1. Take pictures before opening, and 2. Open it with a post office representative present, if possible. If the item inside was broken, please take a picture and email us the condition of the item.

if possible please take note the name of the Driver as well, and we will try our best to deal with this.

Q. The image on your website is different than the item I received!

A. Because we often list our merchandise before the final products are released, most photos shown in our catalogue are of prototypes or samples provided by the manufacturer. There may be some inconsistencies between the prototypes and the ones actually marketed for mass-production. Additionally, some products have sections that need hand painting at the factory, which may also cause individual differences. These are not considered manufacturer's defects. Occasionally you may notice small imperfections in paint or parts on your item. These are naturally occurring inconsistencies caused by the mass-production process and are not considered defects.

However, if it is completely different item we must have send wrong item. Please contact use through email or phone number; and we will organize the replacement.

Q. An item/part of an item in my order arrived missing/broken!

A. Please contact us within 7 days from delivery and include clear, close-up photos of the defective parts along with a detailed explanation. We will get back to you as soon as possible with a solution. Please understand that it may take us a few days to respond to your claim as we will need to consult with management. We cannot provide resolution to any claims reported more than 7 days after delivery.

Please note that we are unable to accept responsibility for damages limited to a product's outer packaging.

Q. I accidentally broke my item. Can you help me get replacement parts?

A. We are unfortunately unable to provide service for items damaged by customers, nor can we act as a middle-man between customers and manufacturers for replacement parts.

 

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