Q&A

General

A.

The fees for using FROM JAPAN are divided into two payments. Charge 1 is the cost of the item itself. Charge 2 includes domestic and international shipping, the plan fee, and any other applicable fees.
 
You can check all the details regarding our service fees here.

A.

Yes, there are items that can't be shipped overseas. Below you can find a list of some common prohibited items:
 
- Flammable items (lighters, perfume, nail varnish, spray cans, shock absorbers, etc.)
- Plants
- Meat
- Items that violate Japanese law
- Currency
- Air guns
- Swords (including replicas)
- Items restricted by the CITIES treaty
- Adult goods
 
There are also items that can't be purchased.
 
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 shipment will be exempt from our Buyer Protection Plan.

A.

As a general rule, orders can not be cancelled or refunded after ordering or bidding. However, in exceptional cases it may be possible to cancel an order for a cancellation fee. Please find further details here.

A.

As a general rule, items can not be returned or exchanged after ordering or bidding.

A.

Even if the item description indicates free domestic shipping, it may be limited to methods which do not include tracking such as nonstandard mail (定形外) and mail post (メール便). 
 
When placing your order, if you select our Buyer Protection Plan, or "a safer, insured domestic shipping method" as your preferred domestic shipping method, we will ask the seller to provide an insured shipping method with tracking. In case the seller doesn't offer this option for free, a domestic shipping fee will be incurred and added to your Charge 2 payment. 

A.

Original receipts are generally not included with your items. However, there may be cases where the receipt is included in the package. If you wish to have the receipt removed, please contact Customer Service right after winning the auction.
 
All FROM JAPAN receipts can be downloaded from your Shipping History page.

A.

In the event that your items covered by our Buyer Protection Plan are lost, damaged, or completely broken during shipment, we can directly compensate you for damages if contacted within 7 days of the package's arrival. In order to do so, please contact Customer Service with the following:
 
- Proof of a damage report/claim placed to the post office or delivery company. (E.g. picture or screengrab of your receipt) 
- Photos of the package exterior
- Photos of the interior packaging
- Photos showing the state of the damaged item(s) (in the case of damaged or broken items)
- Shipment tracking number
- Order ID of the damaged or missing item(s)
- Basic explanation of the damage to your item(s)
 
* Items that are eligible for a full refund under our Buyer Protection Plan must be shipped back to us within 1 week of request in order to receive compensation. 
* Please submit the damage report to the post office or delivery company within 7 days of the package's arrival.
* Items purchased under our Basic Forwarding Plan are not eligible for direct compensation. 
* Items that were not reported as damaged, broken, or lost within 7 days of a package's arrival are not eligible for direct compensation. 
* Compensation is not provided for import taxes or Customs fees under our Buyer Protection Plan.
* As a general rule, items eligible for direct compensation will be refunded in FJ Points.

Auction

A.

Yes, we can.
However, we can only offer a manual bidding service performed by our shopping staff, rather than the real-time bidding we offer for Yahoo! Auctions.
 
You can place your bid for an auction here.
 
Please make sure to 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. Our staff will place your bid after confirming your Charge 1 payment. 
 
If we are able to confirm your payment during business hours, we will place your bid on the same day. If we receive your payment outside business hours, we will place your bid during the next business day. Please make sure you leave enough time before the end of the auction for our staff to be able to place a manual bid. 
 
* If you win the auction at a lower price than your maximum bid, you will be refunded the difference.

A.

Real-time bids are made instantly. 
As soon as you place your bid through our system, you will immediately be able to see your bid on the auction page.
 
If you choose the sniper bid option, your bid will be placed within the last 5-10 minutes of the auction. 
 
After placing a sniper bid, please be aware that there are several cases where the 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.

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.

Some auctions may include multiple units of the same item. Unless the seller indicates otherwise, the bidding price will be for only one unit.
 
If you wish to purchase two units for 10,000 yen each, you must set the quantity to 2 and bid 20,000 yen.

A.

To use a deposit to bid on an auction, the deposit must be available for at least 12 hours after the auction ending time.
Only deposits that meet those requirements will appear as available for use when bidding.
 
For example, to bid on an auction that ends in 48 hours, your deposit must be available for at least 60 hours.
 
* After you place a deposit, the funds will be available for 20 days.

A.

If you wish to increase your maximum bid after having placed your bid through our system, you can do so by going to the bidding page and updating your maximum bid value.

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.

It is possible if your items meet the conditions below:
 
1. Items won must be from the same seller
2. Items must be won on the same day
3. The seller must also agree to our request
 
* For Yahoo! Auctions, a "day" does not end at 00:00 midnight (JST). The day starts at 18:00 and ends at 17:59 the next evening.
* Shipping and payment fees cannot be combined for items won under different IDs. In such case, only plan fee will be combined. Generally the same ID is used for bidding, however there may be cases where your bid is placed with a different ID for the following reasons:
 ・Another FROM JAPAN user is also bidding on the same auction.
 ・An ID has become unusable on Yahoo! Auctions.
* If the items have different plans, the Buyer Protection Plan fee (700 yen) will be used for the combined fee.
* If the seller refuses our request the auctions will be charged separate shipping fees even if won on the same day.
 
Learn more about combining items from online shops here.

A.

If you wish to ask a seller a question, please contact our customer service department.

* Make sure to provide the auction ID
* Questions we find to require specialized knowledge may not be asked to the seller.
* We are not able to ask questions about auctions that have ended.
* Please refrain from contacting sellers directly.

For questions to shopping order sellers, please see more details here.
For those who wish to negotiate with the seller for a lower price, please also read the details provided here.

A.

We can make price negotiations via the comment section, however we are not able to use the "price negotiation" option offered by Yahoo!Auctions.
We will not be able to assist with price negotiations for auctions that have this option avaialble.

A.

Only if the seller has other currently active auctions can we contact the seller to do so. To make the request please contact our Customer Service with the auction ID.

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 us know the price you would like to offer and we can contact the seller for you!

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.

It is possible to negotiate for a lower price for items listed in Yahoo! auctions. Please contact our customer service department with the auction ID and price you wish to negotiate for in yen.

* Please refrain from requesting considerable price reductions.
* There may be cases in which we are not able to negotiate the price.
* We are not able to use the "price negotiations" option offered by Yahoo! auctions.
* Please contact Customer Service in the case that the bidding ID used is different from the one used to ask your question.
* Please refrain from contacting sellers directly.

Shopping

A.

In addition to the sites which are searchable through our homepage, we are generally able to order items from most online shopping sites.
 
* Certain sellers or sites do not wish to deal with proxy services such as FROM JAPAN. In this case, we are unable to process orders through these sellers/sites.

A.

Yes, we are able to process orders for pre-order items. Simply place an order for the item through our site as you normally would.
 
* Payment for pre-orders must be completed before we are able to proceed with the order.
* There may be times in which pre-orders are limited to certain quantities.

A.

We are able to asker sellers or stores a question for you.
Simply place an order in your shopping cart, and then contact customer service with the order ID and question you wish to ask.
 
For orders made from Yahoo Shopping, Rakuten Ichiba, and certain websites, we shall contact the seller or store via your name and e-mail address.

* We are not able to ask questions to ZOZOTOWN, BAPE.COM, Suruga-ya or Amazon.co.jp.
* Be sure to include the order ID when inquiring.
* Depending on the store or contents of your inquiry, there may be times when we are unable to ask your question. For those who wish to negotiate the price, please see more information here.
* For orders made from Yahoo Shopping, Rakuten Ichiba, and certain websites, we shall contact the seller or store via your name and e-mail address.
* Please do not contact a seller directly

For questions to Yahoo! Auctions seller, please see the details here.

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.
 
Learn more about combining Yahoo! Auctions items here.

A.

Orders are typically processed within one day after the Charge 1 payment has been received. 
 
However, when ordering from a flea market it is necessary to receive approval from the seller before an order can be completed. There are cases in which we are unable to process an order due to rejection from the seller or the item becoming sold out. In the case that we are not able to complete the transaction, your order shall be cancelled and refunded within 10 days.

A.

It is possible to negotiate a lower price when ordering from a flea market site.
Should you wish to do so, please indicate the price you wish to purchase the item for in the comment box. Negotiations with the seller shall start after the Charge 1 payment has been made. Should the seller decline to lower the price, you shall be contacted accordingly.
 
* Depending on the seller, there may be cases in which we are unable to negotiate for a lower price.

A.

Should the price of the item you are purchasing decrease after you have already made the Charge 1 payment, the difference shall be refunded after the order has been completed.
 
Generally, the price difference will be refunded via the original payment method. However, there may be cases in which you are refunded via FJ Points.

Payment

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. There may be cases where payment using these debits cards is possible, however, we do not support payments using debit cards. We ask that you use a credit card, PayPal, or FJ Points to avoid any payment issues. 
 
There have been payments in the past made via debit card for items that were sold out and required a refund which 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.

A.

For credit card payments (including deposits), it may take a few weeks for a refund to be completed. For more details, please contact your credit card company.
 
If you are unsure or have any questions or concerns, please contact Customer Service, and we will provide you with the necessary information required to confirm with your credit card company.

A.

Refunds can only be issued back to the original payment method. Generally, refunds will only be issued via another payment method in the case that trouble is encountered processing your refund.

A.

When making a payment via PayPal, you will then be redirected to PayPal's site. You may choose a registered address from your account at this time.
 
In the case that the "pay automatically with PayPal next time" box is checked, your address will be limited to the previously used address. Should you wish to change the address, first uncheck the "pay automatically with PayPal next time" box, proceed to PayPal's payment page, and select the new address you wish to use.
 
* Should you experience any issues setting, selecting, or changing your address on PayPal's site, please contact PayPal regarding this.

A.

Deposits are one of our provided payment methods, which can be used to place bids and pay for Yahoo! Auctions items, as well as shopping orders.  
You can place a deposit on your account with the following payment methods: 
 
- Credit card
- PayPal
 
For more detailed information regarding deposits, check here.

A.

We accept domestic and international bank transfers as a payment method to purchase FJ Points. 
 
For more information regarding FJ points, check here.

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.
Points may also be added to your account due to campaigns or friend introductions.
 
For more information regarding FJ Points, check here.

A.

Coupons:
We are able to use discount codes when placing an order. If you would like to use a discount code, please provide it in the comment box when ordering. We are not able to use discount tickets, point discounts, or any other form of coupon, even if the coupon information is provided in the comment box. 
 
* If you are not able to leave a comment with your order, please contact Customer Service before completing the Charge 1 payment. 
 
Review bonuses: 
We are not able to provide this service. Our staff will always proceed with an order without leaving a review, even if a review bonus incentive is offered.

A.

Please wait for a while and try to make the payment again. Should the error occur once more, please kindly use a different credit card or payment method. 
For those paying via credit card, another option is to link your card to and pay via PayPal in order to complete the payment. Please contact your financial institution for more information regarding why your payment may have failed.
 
If you have received a payment error screen, it is still possible that you may have been charged. Please check your credit card or PayPal statements in order to confirm this. In the case that you have been charged, please contact Customer Service with the transaction information.

Shipping

A.

International shipping fees are calculated based on the weight and size after your items have been packed. For an estimate, you are able to use our Shipping Fee Calculator.
 
For more detailed information regarding the size and weight limits of the available shipping services, check here.

A.

Domestic delivery cost will depend on the shipping method used by the seller or store.
 
For auction and flea market sites, the information regarding the shipping method is usually disclosed in the item page.
 
For shopping sites like Amazon and Rakuten, this information is usually included in the item page or the store site.
 
For further information regarding this matter, please contact Customer Service.

 

A.

The amount of time will differ based on the store or seller's rules or amount of stock.
 
For auctions, the process after winning consists of contacting the seller, making payment, and then finally receiving the item at our warehouse. This process will generally take around 7 - 10 business days.
 
For orders from Amazon, Rakuten, and other such sites, the amount of time until the item will be shipped is often found on the item page.
 
For flea market sites such as Otamart or Rakuma, it will generally take 5 days for the seller to ship out your item after we have received approval for the purchase.

A.

We do not offer a domestic shipment tracking service. Even if the store/seller's shipping method does include a tracking number, this information will not be shared with customers.
 
* Customers will not be notified when their item has been shipped from the store or seller.

A.

We provide a free consolidation service. Regardless of your selected plan, you can consolidate items from both auctions and shopping orders on the Shipping Instructions page.
 
* Items must be instructed for shipment within the 45 day storage period.
* There may be cases where we cannot pack items into a single box due to their weight and/or size.

A.

Items which have been shipped to us in one shipment from the store/seller cannot be instructed for shipment separately. 
We ask that you order items separately should you wish to separate them for internationally shipment.

A.

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). You can find more information about this here.
 
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.
 
* There are some items which are not compatible with our Buyer Protection Plan.
* 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.

A.

All available shipment methods except for Small Packet come with a tracking number. You can add a tracking service to your Small Packet shipment for a 410 yen fee. This service will let you track and trace your package on the Japan Post website.
 
Add tracking to your Small Packet shipment by ticking the checkbox "Add registered tracking" during the Charge 2 payment process.
 
* This service does not include insurance against damage or loss during transit. If you wish to insure your shipment, please select our Buyer Protection Plan when placing an order.
* Items ordered under our Buyer Protection Plan are not eligible for Small Packet shipping.
* The tracking service is not available for Small Packet shipments sent via Surface Mail.

A.

FedEx and DHL calculate their shipping rates using the dimensional weight (volumetric weight) and actual weight (true weight).
 
Packages that are a large size, but have a low weight, will be measured using dimensional weight. For packages with an actual weight larger than their dimensional weight, the shipping rate will be calculated using 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 as 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)
 
DHL offers a volumetric weight calculator tool here.
 
You can estimate the shipping cost of a package here. Please input the weight and measurements of your package for an accurate estimation.

A.

Addresses must be input using half-width alphanumeric characters.
 
Each box in the address entry form has a character limit (see below). If your address is long, please divide it into two in the "Street Address1" and "Street Address2" boxes.
 
Character limits:
 
Name: 35 characters
State/Province/Region: 30 characters
City: 20 characters
Street Address: 35 characters per line
Company Name: 35 characters
Phone Number: 15 characters
 
* "State/Province" and "City" lines must be under 33 characters.
* Languages other than English cannot be input.

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 the 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 you had made 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 that a package is too large or heavy, we will arrange for another shipping company to deliver the package, 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 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.

Unfortunately, we currently do not offer any pick up services for items from our warehouse.

A.

We are able to ship items such as game consoles or laptops which contain lithium batteries. However, this is limited to the following conditions:
 
1. The lithium batteries are installed inside the item.
2. There are a maximum of 2 lithium batteries installed per item.
3. The items are being sent to a country which permits the importation of lithium batteries.
 
Please be aware that we are unable to offer to ship lithium batteries themselves, such as rechargable batteries, phone chargers, or laptop or camera charging packs. Please check here for more details on the conditions for sending lithium ion batteries.

A.

Yes, with the exception of small packet shipments.
 
On the Charge 2 payment page, you will have the option to declare your package as a gift, without any change in cost. Once you complete your Charge 2 payment, you will no longer be able to modify or change this selection. 
 
* When marking your package as a gift, we cannot guarantee that your package will be able to pass Customs without any issues. 
* Packages delivered to Japanese addresses cannot be declared as gifts.

A.

Yes, there may be circumstances where items purchased will incur customs duties.
 
Depending on the country of arrival and the 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.

FROM JAPAN does not offer to assist with customs procedures. Customers are expected to handle these procedures if necessary, and pay any necessary customs and duties fees.

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 reship your items, as well as any fees incurred due to the return of your package. Please be aware that your original Charge 2 payment will not be refunded.
 
Reshipments are handled manually, and as such will take some time to process. Once your package has been returned to us, we shall be in contact with you about the procedure. Should you wish to have your items repacked, a repacking fee of at least 1,500 yen will be applied. 
 
* Depending on the delivery company, a storage deadline may be applied to your package. In the case that you fail to contact the delivery company by the set deadline, generally your package will be disposed of and not returned to From Japan.

A.

FedEx, one of the shipping companies that 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.

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
   * If an item is being shipped to us from a seller or store overseas, please allow up to 45 days for arrival
 
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 (or 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.
 
Contact Customer Service to apply for compensation if the item was purchased under our Buyer Protection Plan.