Q&A

Shopping

A.

We can purchase from any Japanese website which is set up as a shopping website specifically.
Even if it is not possible to use a "shopping cart" system to purchase items, we also offer a service to order mail-order items.
 
If for some reason it is not possible to place an order for an item online, then we can go to the shop and purchase it for you also! You can find more details about this below:

A.

Yes, please be aware of this when using our service. 
 
The following items cannot be shipped internationally:
 
- Flammable items (lighters, spray cans, perfume, manicure, suspension kits, etc.)
- Plants and animals
- Meat products
- Items prohibited from exportation by the Japanese government
- Money
- Airsoft guns
- Swords (including imitation swords)
- Items prohibited in accordance with CITES
- Adult products
 
For more information on prohibited items, please check here.
 
* Items prohibited from international shipment can only be sent to Japanese addresses.
* We are unable to cancel or refund an order or bid after it has been placed.
* Items that are deemed prohibited from international shipmment will be exempt from our Buyer Protection Plan.

A.

If you wish to order multiple items from the same store, please add the items into your shopping cart and complete the Charge 1 payment for them at the same time.
 
* Items purchased together must be from the same store and domain (website).
* Depending on the seller, there may be cases where orders cannot be combined.

A.

After deciding on the item you wish to order through our service, copy the URL into our shopping order form here:
 
www.fromjapan.co.jp/special/order
 
If you are ordering an item supported by our automatic price quote system, you will be able to continue to the Charge 1 payment page. 
These stores are currently supported by our automatic quote system:
Amazon, Rakuten, ZOZOTOWN, Yahoo! Shopping, 7Net, Calamel, and Kakaku.com.
 
For other stores, our shopping staff will manually send you a quote generally within 1 business day of your order placement.
 
Please complete the Charge 1 payment after confirming the correct price for your item(s).
Once your Charge 1 payment has been completed, our shopping staff will purchase your item within 2 business days.

A.

There are several points to be aware of before ordering. 
 
On the item order page, disclaimers are written in the "Important Notice Before Purchasing" section. 
Please be sure to read these points before ordering your items each time as they are periodically updated.
 
You can check the points using the following URL : 

A.

When purchasing items through a proxy shopping service, unfortunately cancellations, returns, exchanges, and compensation are not possible. However, there are situations when the seller or store can provide compensation or refunds. In these cases we will deal with the seller/store on your behalf and process the return, cancellation, exchange, or compensation for your order(s).
 
If you wish to request any of these services from the seller you have purchased from, please let us know.

A.

While logged in, you will be able to find this information on the Shopping Service List page, which can be accessed from the URL below: 
 
 
From there, please click on "product details" for the order you wish to check. 
You will find the section labeled "comments" listed on the information page.

A.

In accordance with the FROM JAPAN Terms and Conditions:
 
Article 13: 
Concerning shopping orders, as a general rule, we are unable to cancel, return, exchange or make claims on your items. However, there may be cases where the cancellation, return, or claim for an item is possible, but only if the seller is willing to do so. Please understand that this is the only case when we can accept cancellation, returns, exchanges, or claims.
 
If you need assistance regarding this, please contact us using the contact form below:

A.

The displayed estimated bank transfer fee is our prediction based on previous transactions from the same store/same seller.
Please feel free to use it as a reference cost when estimating the total cost of your purchase.
* The displayed Bank Transfer Fee (est.) is simply an estimate based off our reference data, and as such may not reflect the actual bank transfer fee of an item.

A.

FROM JAPAN orders are split into two payments: Charge 1 and Charge 2.
 
Charge 1:
1. Item cost
 
Charge 2:
1. International shipping
2. Plan Fee
 
The following fees may also be included in Charge 2:
3. Domestic shipping
4. Payment fee
5. Consolidation fee (when combining items for shipment)
6. Additional fees (if necessary)
 
You can estimate the total cost of your order on our shipping fee calculator page.
 
For more information, please refer to: 
What is the payment fee? 

A.

The displayed estimated bank transfer fee is our prediction based on previous transactions from the same store/same seller.
Please feel free to use it as a reference cost when estimating the total cost of your purchase.
* The displayed Bank Transfer Fee (est.) is simply an estimate based off our reference data, and as such may not reflect the actual bank transfer fee of an item.

A.

We currently offer a manual bidding service for Mbok. 
 
You can place your bid for an Mbok auction using the following URL:
www.fromjapan.co.jp/special/order
 
After selecting "other sites" and entering in the Mbok URL for your item, please enter your maximum bid value in the space provided. Once you have entered this information, you will be able to make the Charge 1 payment immediately. Upon confirmation of your payment, we will place your bid generally within 24 hours. 
 
At the moment, it is not possible to place a real time bid on Mbok. As such, after making your Charge 1 payment, it may take up to 1 day for your bid to be actually placed. As there is a chance that we cannot place your bid immediately after your payment, please bid on items with at least 2 days remaining to make sure that we can bid on it for you.

 

A.

We do currently offer a manual bidding service for Rakuten Auctions.
 
You can place your order for a Rakuten Auctions bid at the following URL:
 
After selecting "other sites" and entering in the Rakuten Auctions URL for your item, please enter your maximum bid value in the space provided.
After you have entered this information, you will be able to make the Charge 1 payment straight away. Upon confirmation of this payment, we will place your bid.
 
We appreciate your understanding that as bids are made manually by us, it is possible that mistakes may occur, especially mistakes related to the difference in price between the price you have bid and the price you have actually won the item at. If you see a mistake then please let us know and we will investigate it as soon as possible.
 
At the moment, it is not possible to bid in real time on Rakuten Auctions. As such, after making your Charge 1 payment it can take up to 1 business day to place your bid.
As there is a chance that we cannot place your bid right after your payment, please bid on items which have at least 2 days remaining. 
 
When using the manual bidding service, please be aware of the following points:
 
The difference in price between your maximum bid, and the final winning amount will be refunded to you in FJ points.
 
Whether a payment is made for the item via Deposit, PayPal or credit card, refunds will be made in points.
 
When being refunded via FJ points, you will be notified of this via email.
If you have not been refunded within 3 days of winning your item please contact us at info@fromjapan.co.jp.
We appreciate your understanding that placing bids manually does have a wider margin of error.

A.

Yes, you will receive a refund.
At the moment, for auctions which require manual bidding, you will receive a refund on the difference within 3 business days.
 
Please be aware of the following:
 
If you do not win an item, your refund will be done through the original payment method. If paying via credit card, the payment will be cancelled and you will have the amount sent back to you. If paying via deposit, the amount used will become available for use again.
 
If you win an item and require a partial refund: most partial refunds will be refunded to your original payment method. If your maximum bid is 1,000 yen, and you win an item for 800 yen, you will receive a 200 yen refund. However, please be aware in some cases the partial refund will be made via FJ Points.
 
if you have not received a partial refund after 3 days of winning an item, please contact us using the form below and we will look into the matter: 
 

 

A.

For items purchased with our Buyer Protection Plan, our staff will perform a check service on your items. For items purchased with our Basic Forwarding Plan, we will forward the items "as is" in the state they arrive at our warehouse. As such, we hold no liability for items that have damage, flaws, or any other issues for items in our Basic Forwarding Plan.
 
For our Check Service, we will:
1. Check the product picture to confirm that the correct item has arrived
2. Check the product picture to confirm that there are no differences from the actual item. (We will only visually compare parts that are pictured on the product page. Our check service does not include checking anything requiring specialist knowledge or confirmation regarding of specific parts)
3. Check the size to confirm that it matches the size ordered.
4. Check the color to confirm that it matches the color ordered.
5. Check the type to confirm that it matches the type ordered.
 
* This service generally takes around 5 minutes. For items that will require more detailed inspection or time to check, you will be contacted by our customer support staff for confirmation.

A.

There are cases where a store's receipt may come included with items purchased. 
However, receipts are not necessarily included with every item. As such, if you would like to receive a receipt for your purchase from the store, please contact our customer service staff before placing your order to confirm.
 
You can also download a FROM JAPAN digital receipt for all of your orders in your shipment history page.

A.

For items purchased via FJ Direct, no matter how many items you purchase the shipping cost stays the same. The flat-rate shipping cost for each region is as follows:
 
1. Region 1 (Asia)
3,000 yen flat shipping rate
2. Region 2 (Oceania, North America, Central America, Middle East)
4,000 yen flat shipping rate
3. Region 3 (Europe)
5,000 yen flat shipping rate
4. Region 4 (South America, Africa)
7,000 yen flat shipping rate
 
If you are unsure of the region you live in, please feel free to contact us to confirm.

A.

The payment fee is to cover the general costs charged by financial institutions or banks when paying a store or seller.
 
FROM JAPAN uses the main payment methods used in Japan for online shopping, and charges the following fees depending on the payment method used.
 
- Credit card: free
- Bank transfer: 200 yen
- Cash on delivery: charged at cost
 
* Excluding stores that charge fees to pay using credit cards, we will pay using a credit card whenever possible.
* For orders which are limited to special payment methods, you will be charged the actual amount to process the payment. 
* For orders which require payment at a post office or convenience store, a 1,000 yen service fee will be incurred.

Auction

A.

"Yes, please be aware of this when using our service. 
 
The following items cannot be shipped internationally:
 
- Flammable items (lighters, spray cans, perfume, manicure, suspension kits, etc.)
- Plants and animals
- Meat products
- Items prohibited from exportation by the Japanese government
- Money
- Airsoft guns
- Swords (including imitation swords)
- Items prohibited in accordance with CITES
- Adult products
 
For more information on prohibited items, please check here.
 
* Items prohibited from international shipment can only be sent to Japanese addresses.
* We are unable to cancel or refund an order or bid after it has been placed.
* Items that are deemed prohibited from international shipmment will be exempt from our Buyer Protection Plan."

A.

FROM JAPAN orders are split into two payments: Charge 1 and Charge 2.
 
Charge 1:
1. Item cost
 
Charge 2:
1. International shipping
2. Plan Fee
 
The following fees may also be included in Charge 2:
3. Domestic shipping
4. Payment fee
5. Consolidation fee (when combining items for shipment)
6. Additional fees (if necessary)
 
You can estimate the total cost of your order on our shipping fee calculator page.
 
For more information, please refer to: 
What is a payment fee? 
What is a consolidation fee? 

A.

The displayed estimated bank transfer fee is our prediction based on previous transactions from the same store/same seller.
Please feel free to use it as a reference cost when estimating the total cost of your purchase.
* The displayed Bank Transfer Fee (est.) is simply an estimate based off our reference data, and as such may not reflect the actual bank transfer fee of an item.

A.

See our user guide to see how to place a bid using our site.
 
For more information, please refer to:
What should I be careful of before bidding?
What do I need to do after winning an auction??
What is the difference between a real-time bid and a sniper bid?

 

A.

There are some auctions where the seller is selling multiple quantities of the same item. However, unless it is indicated on the auction page please assume that the auction is for 1 unit. 
 
For example, if there are 2 tickets available for 10,000 yen, you will need to place a bid for 10,000 yen and select the quantity for 2 units in order to purchase 2 tickets. In order to do this, you will need the required amount in your deposit or points (20,200 yen including the 200 yen commission fee per auction).

A.

Real-time bids are made instantly. 
As soon as you place your bid through our system, you will be able to see your bid on the auction page immediately. 
 
If you choose the sniper bid option, your bid will be placed within the last 10 minutes of the auction. 
 
After placing a sniper bid, please be aware that there are several cases where you bid will not be made:
1. Another bidder has placed a bid above your maximum bid
2. The seller ends the auction early before our sniper bid is placed
3. The seller does not wish to sell to proxy services and cancels our bid

 

A.

If you wish to raise your maximum bid after having placed your Yahoo! Auctions bid through our system, you can do this by going to the bidding page of the auction and updating your maximum bid value. 

A.

The displayed estimated bank transfer fee is our prediction based on previous transactions from the same store/same seller.
Please feel free to use it as a reference cost when estimating the total cost of your purchase.
* The displayed Bank Transfer Fee (est.) is simply an estimate based off our reference data, and as such may not reflect the actual bank transfer fee of an item.

A.

There are a variety of different companies who offer domestic shipping delivery services. Generally, the delivery method or company will be indicated on the auction page. 
For users who do not understand Japanese, or do not know how to calculate shipping costs for the shipping company, please let us know and we will try to find out for you.
 
If you wish to find out this information outside of our business hours, or are wish to know as soon as possible, please check the following URL for help calculating the estimated domestic shipping cost: 
 
From there, you can enter the items estimated size and weight to get an estimated shipping fee for all major Japanese shipping companies. 
 
In the sender (差出地) section, enter the seller's location (prefecture).
Please search for the following term on the auction page (商品発送元地域) to obtain the seller's location.
In the addressee section (宛先地), enter Tokyo (東京) as our warehouse is located in Tokyo.

 

A.

This is possible if your items have been won on the same day and from the same seller. 
 
However, please be aware that there are cases where a seller is not able to or does not allow for items to be combined. 
 
Conditions that must be met in order to combine domestic shipping fee and bank transfer fee:
1. Items won must be from the same seller
2. Items must be won on the same day
3. The seller must also agree
 
* For Yahoo! Auctions, the "day" does not end at 12:00 AM midnight, but rather at 3:00 AM, starting a new day until 2:59 AM the next morning. 
 
In addition, if some of your items have been won within our business hours, and others outside of our business hours, we normally do not combine the shipping for them even if they are won from the same seller on the same day. 
If you wish to combine such items into a single domestic shipment, please be sure to inform us after winning the item with the earliest ending time. 
 
We have 12 Yahoo! Auctions Japan IDs:  fromjapanspring, fromjapancojp, fromjapanlimitedcom, fromjapanbidders, fromjapanbidpro, alice_5061, shape_1215, hot_2939, baby_7565, item_8026, mom_ideal_0212, fromjapanbeck and fromjapanbidding. In cases where there are problems with the bidding system, such as a bidding ID having negative feedback ratings or an ID being used by another FROM JAPAN member, our real time bidding system will automatically change to use another ID when bidding. Please note that items won under different IDs cannot be combined even if they are from the same seller and won on the same day. 

A.

Before bidding, please be sure to read our terms and conditions: 
 
 
After reading and agreeing to the terms and conditions, please make sure to read the "Important Notice before Bidding" found at the following page:
 
 
Please be sure to read these pages before bidding on your items each time as they are periodically updated.

A.

With Yahoo! Auctions, some sellers may offer free domestic shipping for their items, which you can confirm on the FROM JAPAN bidding page. The text "Free Domestic Shipping" will appear next to the auction name. 
 
For auctions in which the shipping is paid for by the seller, the shipping methods available may be limited. For example, the only options may be irregular mail (定形外) or mail post (メール便), which may mean the delivery method is not insured. 
 
When placing your bid, if you choose a "safer shipping method" as your preferred shiping method, we will contact the seller and ask for the item to be sent using an insured shipping method. In such cases, the shipping will likely no longer be free and you will be charged the normal rate.
 
If you wish to take advantage of free domestic shipping offered by sellers, please select the "cheaper shipping method" option when placing your bid.

 

A.

For auctions in which the shipping is paid for by the seller, the shipping methods available may be limited. For example, the only options may be irregular mail (定形外) or mail post (メール便), which may mean the delivery method is not insured. 
 
When placing your bid, if you choose a "safer shipping method" as your preferred shiping method, we will contact the seller and ask for the item to be sent using an insured shipping method. In such cases, the shipping will likely no longer be free and you will be charged the normal rate.
 
If you wish to take advantage of free domestic shipping offered by sellers, please select the "cheaper shipping method" option when placing your bid.

 

A.

Store sellers are those which are registered as a business. Without proof of being a business, a seller is unable to hold a corporate (store) account on Yahoo Auctions. 
 
Individual sellers have their adresses checked, however anyone can become a seller. 
 
Upon bidding we advise you to look at both the feedback for stores and individual sellers and decide whether you can trust the seller.

A.

Sniper bids are not made in real time. 
 
They are placed within the last 5-10 minutes before the scheduled ending time of an auction. 
As long as your maximum sniper bid has not been surpassed by another bidder's maximum bid and the seller has not ended the auction early, the bid should be placed for you just before the end of an auction. 

A.

Our system performs scans at regular intervals for all deposit payments.
If for any reason your deposit payment does not appear on your account, we can cancel the deposit payment. As such, your payment will not get lost, and if it does not appear, it will be refunded to you.
 
These are some of the reason that may be why a payment does not go through normally:
1. On an unstable connection or if the page times out, the payment may not go through for security purposes. 
2. When you have multiple tabs or windows of our site open at the same time, it may not go through to prevent duplicate payments.
3. When you change pages (go back a page), to prevent duplicate payments.
 
There may be times when cancellations for payments made with foreign cards can take some time, and the cancellation may not yet be written immediately on your financial records or statements.
If you have any concerns about a cancellation or payment, please send us the time of the transaction along with theorder number and we will confirm if the payment was refunded to you.

A.

Unfortunately, as per our terms and conditions, we are not able to cancel or return items once a bid has been placed. As such, please be careful before bidding on your item.

A.

Items that arrive at the FROM JAPAN Distribution Center can be stored for up to 30 days.
 
 
Important Notice Regarding Shipping Instructions:
 
1. Once your shipping instructions have been submitted, you will be able to modify or cancel them until all of the items in the shipment group have arrived (once all of your instructed items have arrived at our Distribution Center, the shipping instructions will be locked and you will no longer be able to modify or cancel them).
 
2. If shipping instructions are not submitted within 30 days of your item's arrival, or were not able to be instructed due to any circumstances, your items will be automatically forced into a shipment using the following system:
 
- For instructed items which have not yet arrived at our Distribution Center
Items that have not yet arrived will not be packed with your instructed shipment, only items that have arrived will be packed.
- For arrived items without shipping instructions
Items that have already arrived without shipping instructions will be automatically placed in the forced shipment together with the other items.
 
3. For both instructed and automatically instructed shipments, modifying the contents of a shipment once it has already been packed will incur a 1500 yen fee.

 

A.

For auctions which have a Reserve Price (最低落札価格) there is a minimum price which must be reached in order to win the item. It is not possible to see this reserve price.
For auctions which have a Reserve Price (最低落札価格), even if you are the highest bidder, if your bid is not over the reserve price, you will not be able to win the item. 

 

A.

When creating the auction, if the seller has marked the auction as open for Early Termination (早期終了), it may be possible to end the auction early. 
If you would like for the seller to end the auction early, please let usk now the price you would like to offer and we can contact the seller for you!

A.

For auctions which have Automatic Extension (自動延長) on, if the highest bid increases within 5 minutes of the end of the auction, the auction time will then be extended for another 5 minutes. This can continue until no new bids are placed. 

A.

For auctions which have a Buy It Now (即決価格) option, if you bid through our service for the Buy It Now price, it will end the auction with you as the winner and highest bidder. 
 
This also means that another bidder can end an auction immediately by purchasing the item at the Buy It Now price if it is available. As such, for popular items it may be a good idea to consider purchasing it at the Buy It Now price, rather than bidding, to ensure that you are able to get it.

A.

For items purchased with our Buyer Protection Plan, our staff will perform a check service on your items. For items purchased with our Basic Forwarding Plan, we will forward the items "as is" in the state they arrive at our warehouse. As such, we hold no liability for items that have damage, flaws, or any other issues for items in our Basic Forwarding Plan.
 
For our Check Service, we will:
1. Check the product picture to confirm that the correct item has arrived
2. Check the product picture to confirm that there are no differences from the actual item. (We will only visually compare parts that are pictured on the product page. Our check service does not include checking anything requiring specialist knowledge or confirmation regarding of specific parts)
3. Check the size to confirm that it matches the size ordered.
4. Check the color to confirm that it matches the color ordered.
5. Check the type to confirm that it matches the type ordered.
 
* This service generally takes around 5 minutes. For items that will require more detailed inspection or time to check, you will be contacted by our customer support staff for confirmation.

A.

For accounting management purposes, we may keep the receipt included by the seller. If you would like for us to either keep or include the receipt for your item, please contact our customer service staff before placing your order to inform us.
 
You can also download a FROM JAPAN digital receipt for all of your orders in your shipment history page.

A.

The available deposit for bidding refers to the amount from your current deposit(s) that will still be available after the ending time of the auction you wish to bid on.
 
Deposit holding period > Auction ending time + Charge 1 payment method 
 
In order to place a bid, you must have a deposit that has a holding period longer than the ending date of the auction. 
For example, if an auction ends in 4 days, you will need to have at least a deposit that covers the bidding price and commission with a holding period of at least 5 days. 
 
for credit card deposits, the maximum holding period is 7 days. For PayPal, it is 20 days.
Your deposit's automatic release date must be later than the auction ending date. 

A.

We currently offer a manual bidding service for Mbok. 
 
You can place your bid for an Mbok auction using the following URL:
www.fromjapan.co.jp/special/order
 
After selecting "other sites" and entering in the Mbok URL for your item, please enter your maximum bid value in the space provided. Once you have entered this information, you will be able to make the Charge 1 payment immediately. Upon confirmation of your payment, we will place your bid generally within 24 hours. 
 
At the moment, it is not possible to place a real time bid on Mbok. As such, after making your Charge 1 payment, it may take up to 1 day for your bid to be actually placed. As there is a chance that we cannot place your bid immediately after your payment, please bid on items with at least 2 days remaining to make sure that we can bid on it for you.

A.

We do currently offer a manual bidding service for Rakuten Auctions.
 
You can place your order for a Rakuten Auctions bid at the following URL:
 
After selecting "other sites" and entering in the Rakuten Auctions URL for your item, please enter your maximum bid value in the space provided.
After you have entered this information, you will be able to make the Charge 1 payment straight away. Upon confirmation of this payment, we will place your bid.
 
We appreciate your understanding that as bids are made manually by us, it is possible that mistakes may occur, especially mistakes related to the difference in price between the price you have bid and the price you have actually won the item at. If you see a mistake then please let us know and we will investigate it as soon as possible.
 
At the moment, it is not possible to bid in real time on Rakuten Auctions. As such, after making your Charge 1 payment it can take up to 1 business day to place your bid.
As there is a chance that we cannot place your bid right after your payment, please bid on items which have at least 2 days remaining. 
 
When using the manual bidding service, please be aware of the following points:
 
The difference in price between your maximum bid, and the final winning amount will be refunded to you in FJ points.
 
Whether a payment is made for the item via Deposit, PayPal or credit card, refunds will be made in points.
 
When being refunded via FJ points, you will be notified of this via email.
If you have not been refunded within 3 days of winning your item please contact us at info@fromjapan.co.jp.
We appreciate your understanding that placing bids manually does have a wider margin of error.

A.

FROM JAPAN Partners are sellers/stores which are affiliated with FROM JAPAN's service. Purchasing items from Partnered sellers may include unique offers or discounts, or special shipping rates. Depending on the seller, the requirements or conditions for ordering may be different. Please make sure to confirm the details before bidding.

A.

Payment Fees cover the general costs charged by financial institutions or banks when paying a store or seller.
 
FROM JAPAN uses the main payment methods used in Japan for online shopping, and charges the following fees depending on the payment method used.
 
- Credit card: free
- Bank transfer: 200 yen
- Cash on delivery: charged at cost
 
* Excluding stores that charge fees to pay using credit cards, we will pay using a credit card whenever possible.
* For orders which are limited to special payment methods, you will be charged the actual amount to process the payment.
* For orders which require payment at a post office or convenience store, a 1,000 yen service fee will be incurred.

Payment

A.

We currently offer the following 4 payment methods.
 
- Credit card
- PayPal
- Deposit (either with credit card or PayPal)
- FJ Points
 
For more information, please refer to:
What are FJ Points?

A.

We do not support payments using debit cards. Currently, payments can be made using a credit card, PayPal, or FJ Points.

A.

Yes, we accept domestic and international bank transfers as a payment method to purchase FJ Points. 
1 FJ Point is equivalent to 1 Japanese Yen, and can be used on our site to pay for orders, bids, deposits, and services at any stage of your purchase.
 
You can see our bank account information here.
 
For more information, please refer to:
What are FJ Points?

A.

As long as you do not have any items you are currently bidding on, or any unpaid auction items, the "Adjust/Release my Deposit" button will appear at the following URL : 
 
Once you click this button, the available amount on your account will be released.
 
This page can also be found in the "My Account" page when signed in. 
 
For customers who have used a credit card to place a deposit : 
 
We use an authorization deposit system rather than a transaction basis for deposits. As such, we will only ever withdraw from your account the amount that is used from your deposit. 
 
If you place a deposit of 10,000 yen and purchase an item for 8,000 yen. Instead of withdrawing 10,000 yen and refunding 2,000 yen we will only withdraw 8,000 yen. 
 
Your credit card company will process the payment when you purchase the item, as such please check your statement for the period of time when you purchased the item. 
 
If you are unsure or have any questions or concerns, then please let us know and we will provide you with the necessary information required to confirm with your credit card company. 

 

A.

The release of your deposit is only possible if:
1. You are not currently bidding on any items
2. You have no unpaid Charge 1 payments for any auction items

 

A.

As long as you do not have any items you are currently bidding on, or any unpaid auction items, the "Adjust/Release my Deposit" button will appear at the following URL : 
 
Once you click this button, the available amount on your account will be released.
 
This page can also be found in the "My Account" page when signed in. 
 
For customers who have used a credit card to place a deposit : 
 
We use an authorization deposit system rather than a transaction basis for deposits. As such, we will only ever withdraw from your account the amount that is used from your deposit. 
 
If you place a deposit of 10,000 yen and purchase an item for 8,000 yen. Instead of withdrawing 10,000 yen and refunding 2,000 yen we will only withdraw 8,000 yen. 
 
Your credit card company will process the payment when you purchase the item, as such please check your statement for the period of time when you purchased the item. 
 
If you are unsure or have any questions or concerns, then please let us know and we will provide you with the necessary information required to confirm with your credit card company. 

 

A.

Placing a deposit is quick and easy! 
 
You only need either a credit card or a Paypal account. 
 
Please login to your From Japan account and go to the following URL to place your deposit: 
 
1. Select "Click here to add deposit" and enter in the amount you wish to place in your deposit. If you place a deposit for 1000 Yen, then you will be able to place a bid for up to 800 Yen (plus the 200 Yen commission fee).
2. Select your payment method (Credit Card or PayPal).
3. Click "Next" to proceed to the confirmation page.
4. Make sure that there are no mistakes with the information you have added. If there are no problems, click "Send" and proceed to your credit card or PayPal payment page. 
 
Once you have completed the payment, you will be returned to your FJ account page. From there, you can check your deposit amount and start bidding!

A.

Deposits can be used to place bids and pay for Yahoo! Auctions items as one of our provided payment methods. 
Of course, you can use your deposit to pay for shopping orders as well. For items paid via deposit, in the event that an item is sold out or cannot be purchased, the amount will be returned to your deposit in full. 
 
You can place a deposit on your account with the following payment methods: 
 
- Credit card
- PayPal

A.

1 FJ Point is equivalent to 1 Japanese Yen, and can be used on our site as a form of payment. 
You can purchase FJ Points via direct bank transfer to our Japanese bank account.
 
You can see our bank account information here.
 
* FJ Points cannot be converted to cash
* FJ Points cannot be transferred between FROM JAPAN user accounts, or refunded in the case of membership cancellation.

 

A.

It is not possible to convert FJ Points back into cash. Additionally, we are unable to refund any remaining FJ Points if you decide to terminate your membership on our site. 
Please take this into consideration before placing a bank transfer for FJ Points. 
 
There may be cases when pre-order and out of production items are purchased, but are later cancelled by the store. 
In such cases, as we are not able to refund FJ Points back via cash, please take this into account if you do not plan on making regular purchases on our service.

A.

Unfortunately, this is not possible. Users are unable to transfer or lend FJ Points from one account to another. Additionally, it is not possible to combine points from multiple accounts to make payments.

A.

Depending on the issuing financial institution, there may be debit cards that work and can be used in the same way as credit cards. However, we do not support payments using debit cards. 
 
There may be cases where payment using a debit card is possible. However, we ask that you use a credit card, PayPal, or FJ Points to avoid payment issues. 
 
There have been payments in the past made via debit card for items that were sold out and required a refund were unable to be refunded, or took an extended period of time to process.
 
If you need to confirm the status of a refund, please contact the financial institution associated with your credit card. 

Shipping

A.

We provide a consolidation service for items purchased for a fee. 
Regardless of the plan selected, for both auction and shopping orders, you can consolidate your items on the shipping instructions page.
 
Consolidation fee: 500 yen
 
* This service does not apply for FJ Direct and FJ Partner items
 
For more information, please refer to:

 

A.

We currently offer the following shipping methods: EMS, FedEx, Air Mail, Surface Mail, SAL, Small Packet (Air Mail, Surface Mail, and SAL).
 
For shipments sent to a domestic Japanese address, we offer Sagawa Express as our shipping method. Orders purchased through our service cannot be sent directly from the seller to your domestic Japanese address.
 
Sagawa Express shipping prices (English): 
 
For further details regarding the dispatch of items please check the following page: 
 
* The shipping and packing method selected for products purchased via FJ Direct will be done by our staff. Please kindly understand that instructions for packing and shipping will not be accepted.
 
Please also refer to the following section:

A.

Yes, you can declare a custom value for the items in your package.
 
During the Charge 2 payment page, you will be able to freely modify the declared value for the items in your package. If you do not modify the values, the default value paid during the Charge 1 for each item will be printed on your invoice.
 
* You cannot declare a value higher than the actual Charge 1 price.
* If you declare your items to be too low, there is a chance that your items will be stopped and inspected by Customs.
* In the case that you are charged Customs fees or taxes, we are not liable for any of the fees billed to you.
* For items purchased with our Buyer Protection Plan, we are only able to provide compensation in the case the item is lost or damaged up to the value amount declared.
* You cannot declare custom values for items purchased via FJ Direct.

A.

By default, packages are sent to the address registered to your FROM JAPAN account.
If you wish to have your items sent to a different address, make sure to change the address when submitting your shipment instructions for a package.
 
Warning:
1. If your shipment has already been instructed, please contact us if you wish to have the shipping address changed for a package before completing the Charge 2 payment.
2. For shipments containing item(s) paid via PayPal, we are only able to send the package to the address associated with your PayPal account at the time of payment for the item. We cannot change the address in this case.
3. For shipments being sent to a Japanese address, as indicated in our terms and conditions, an additional 8% domestic handling fee will be added to your purchase.

A.

1. Confirming the status of items which have not yet been instructed for shipment:

After logging in, you can check the status on your shipping instructions page.
https://www.fromjapan.co.jp/member/order/ship

All purchased or won items without shipping instructions will be shown on this page.

If there is an arrival date shown, the item has been received by our Distribution Center on the indicated date. If the arrival date shows "Unreceived", the item has not yet arrived at the FROM JAPAN Distribution Center.

2. Confirming the status of items which have already been instructed for shipment:

After logging in, you can check the status on your instructed shipments list page.
https://www.fromjapan.co.jp/member/order/packing

If there is an arrival date shown, the item has been received by our Distribution Center on the indicated date. If the arrival date shows "Unreceived", the item has not yet arrived at the FROM JAPAN Distribution Center.

A.

We are unable to add insurance for international shipments. 
 
For orders processed with our Buyer Protection Plan, in the case that your orders arrive broken, damaged, or missing, please contact us within 7 days of your package's arrival for either an exchange or compensation for your item(s).
 
If you wish to have your package insured for international shipment, please select the Buyer Protection Plan to insure your items to the same degree as regular insurance on a package.
 
* For orders processed with our Buyer Protection Plan, we are only able to provide insurance and compensation for your items up to the value declared on your package invoice.
 
For more information, please refer to:

 

A.

Yes, we can ship your items to a Japanese address.
 
Shipping to a hotel:
Please refrain from instructing items for shipment if you do not plan on arriving within 15 days of instruction. 
Confirm with hotel that they will be able to receive the package on your behalf, and hold it for you in case you haven't checked in yet.
When creating your shipping instructions, please also make sure to include the check-in date in the delivery address, the hotel's phone number, and to use the same name when making your hotel reservation.
 
Shipping to a friend or another business:
Please contact your friend or person in charge to make sure that they can accept the package, as well as the package contents. 
In case you wish for a third party to forward the package to you, they may need to fill out customs forms or provide documentation. 
Additionally, note that we are no longer liable for any documentation once the package has been delivered to a third party.
 
*We will ship all domestic packages with Sagawa delivery. In the case a package is too large or heavy, we will arrange for another shipping company to delivery the company, although the site may still display "Sagawa" as the shipping method.
*When shipping items from our distribution center to a Japanese address, an extra 8% fee will be charged and added to the total cost of your purchase once the shipping fee has been calculated.
*Items paid for with PayPal can only be shipped to the registered address provided by PayPal at the time of payment. In case you wish to have an item paid with via PayPal shipped to a Japanese address, please select a Japanese address when redirected to PayPal to complete your payment. Depending on the country, some members may not be able to have their PayPal payments registered to a Japanese address.

A.

Yes, with the exception of FedEx shipments, we can declare your packages as gifts.
 
During the Charge 2 payment, you will have the option to declare your package as a gift, without any change in cost. Please understand that you will no longer have this option once the Charge 2 payment is complete.
 
* We are able to declare your package as a gift, but cannot guarantee that your package will be able to pass Customs without any issue.
* We are unable to declare packages containing FJ Direct items as gifts.

A.

Yes, please be aware of this when using our service. 
 
The following items cannot be shipped internationally:
 
- Flammable items (lighters, spray cans, perfume, manicure, suspension kits, etc.)
- Plants and animals
- Meat products
- Items prohibited from exportation by the Japanese government
- Money
- Airsoft guns
- Swords (including imitation swords)
- Items prohibited in accordance with CITES
- Adult products
 
For more information on prohibited items, please check here.
 
* Items prohibited from international shipment can only be sent to Japanese addresses.
* We are unable to cancel or refund an order or bid after it has been placed.
* Items that are deemed prohibited from international shipmment will be exempt from our Buyer Protection Plan.

A.

We are able to send your packages to any address*. 
Please designate the address to your friend's address on the Shipping Instructions page.
 
* Orders paid via PayPal can only be shipped to the registered primary address on the PayPal account at the time of payment. If you wish to send your items to a friend's address, unless your PayPal account is registered to that address, please refrain from purchasing items to be sent to a different address via PayPal.
 
For more information, please refer to:

A.

If an item sent from us is returned to our warehouse, unless repacking is required, we will not charge any commission fees for the resending of your item. You will however be required to pay the shipping fee again to re-send your items. 

Please take into account that when items are returned, expensive return shipping fees, or taxes may be incurred. If such fees are incurred, these would have to be paid for by yourself.

If these are not paid for, then your items may be disposed of. Please ensure you contact the delivery company in your country regarding the payment or disposal of your items as well as contacting From Japan. 

A.

FedEx, one of the shipping company we use, offers special shipping rates to FROM JAPAN. As such, we are not covered for the Money Back Guarantee in case of delivery delays. In case your shipment has been delayed, your item value lowered or your item lost, neither FROM JAPAN nor FedEx shall be responsible.

A.

FedEx calculates their shipping rates using the dimensional weight (dimension and weight) and actual weight (true weight).
 
For packages that have a large size, but are low in weight, the package will be measured using its dimensional weight. For packages with actual weights larger than their dimensional weight, the calculation will be based on the actual weight.
*The shipping rate will be based on the heavier of the two weights
 
The calculation method for the Dimensional Weight of a package is are follows:
 
1. Calculate the Length x Width x Height (in either centimeters or inches)
2. Divide the total amount by 5000 (for centimeters) or 305 (for inches)
3. Compare the Dimensional Weight with the Actual Weight
 
Calculation formula:
(length x width x height (cm or in))÷ 5,000 (cm) or 305 (in)
 
You can estimate the shipping rates using the calculator below. Please input the weight and measurements of your package for an accurate estimation.

A.

For orders enrolled in our Buyer Protection Plan, we can reinburse your purchase if contacted within 7 days. 
If an package arrives with broken, damaged, or missing items, please contact our customer support center within 7 days of your package's arrival with the following information:
 
- Shipment tracking number (AWB#)
- Damaged item's order ID number
- Photographs of the packaging
- Photographs of the damaged item(s)
- Basic explanation of the damage
 
* We do not provide any support or compensation for orders purchased with our Basic Forwarding Plan.
* Sales tax is not included when refunding orders purchased in our Buyer Protection Plan.

A.

Once you have instructed a shipment group, you will no longer be able to modify it.
Regardless of how your items were packed, modifying or cancelling shipping instructions will incur a 1,500 yen repacking fee (contact our customer support center to do so).

A.

The sizes of our shipping boxes are as follows:

 Measurement (external) Length x Width x Height 
 27×19×16
 32×23×21
 36×26×26
 42×31×31
 47×35×36
 50.5×46×57
 50.6×25.6×147
 52×39×41
 53×49×85
 57×44×51
 60×60×60
 62×49×61
 80×47×30
 90×50×65

Unit: cm

* Depending on the desired shipping method selected, our warehouse staff will package your box using the respective box size.
 Please kindly understand that we do not offer the option for users to select box sizes for packages.

A.

Yes, there may be circumstances where items purchased will incur customs duties.

Depend on the country of arrival and delivery area, customs fees may be incurred in addition to the costs charged by FROM JAPAN. Please kindly note that FROM JAPAN is not associated with or related to customs authorities nor responsible for any customs fees charged. For items purchased through our service, if customs procedures or payment of duties is necessary, it is the customer's responsibility to carry out the procedures or pay for any fees incurred. For details regarding customs duties for items purchased, please contact your local customs office for more information.

A.

If you wish to combine your purchases together for international shipping, a consolidation fee will be charged to your shipment. 
Orders which arrive together at our warehouse count as a single item.
The consolidation fee is 500 yen, regardless of the amount of items being combined. 
 
* Depending on the size and weight of your items, there may be cases where we are unable to combine all of your items together. Even if a shipment group requires multiple packages, the consolidation fee will only be applied once. 
* Even for items purchased together, if items arrive separately a consolidation fee will be incurred to ship them together internationally.
* We are unable to separate items that arrived in the same package into separate packages for international shipment. 

A.

We define an item or package as "lost" under the following circumstances.
 
Japanese domestic shipping (from the store/seller to our warehouse):
 - No arrival after 14 days* have passed since the seller or store sends us a shipping notification
 
International shipping (from our warehouse to your address):
 - No arrival after the following time periods:
 ・EMS/FedEx/Airmail: 60 days
 ・SAL (Economy Air): 90 days
 ・Surface: 180 days
 
Additionally, all items covered by our Buyer Protection Plan that do not arrive within 30 days after payment (30 days after placing an order in the case of COD) without any explanation or response from the store/seller are eligible for compensation of non-delivery.
 
*If an item is being shipped to us from a seller or store overseas, please allow up to 45 days for arrival