Q&A

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. 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: 

A.

Some auctions may include multiple units of the same item. Unless seller indicates something else, the bidding price is for 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.

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.

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.

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 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), but rather at 18:00, starting a new day until 17:59 the next evening.
* 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. 
* Items won under different IDs cannot be combined even if they meet the requirements. 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.

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.

Even if an auction listing 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 bid, 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. Insured shipping methods with tracking may incur additional shipping costs, and are added to your Charge 2 payment. 
 
If you wish to have your items sent via free domestic shipping provide by the seller, please make sure that the "safer, insured domestic shipping method" box is not selected when placing your bid. Additionally, auctions covered by our Buyer Protection Plan will be shipped with a shipping method with tracking whenever possible.

 

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.

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.

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 the receipt to be removed, please contact Customer Service right after winning the auction.
 
All FROM JAPAN receipts can be downloaded from your Shipping History page.

A.

"Available deposit" refers to the funds from your current deposit(s) that are available for at least 12 hours after the end time of the auction you wish to bid on.
 
To use a deposit to bid on an auction, the deposit must be available for at least 12 hours after the auction end time. For example, to bid on an auction that ends in 4 days, your deposit must be available for at least 4 days and 12 hours.
 
* After you place a deposit, the funds will be available for 20 days.

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 Mbok auction using our order form:
 
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.

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.

Shopping

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.

When you've found an item you want to order through our service, copy the product page URL into our shopping order form:
 
If you are ordering an item supported by our automatic price quote system, you will be able to continue directly to the Charge 1 payment page. Check that the correct item price(s) are displayed, and then pay Charge 1 to finalize your order. Our shopping staff will purchase your item within 2 business days of your Charge 1 payment.
 
* Items from sites not supported by our automatic system require a manual price quote. Please allow up to two business days for our staff to confirm the item price(s) and issue your Charge 1 payment. 

A.

As a general rule, items can not be cancelled, returned, exchanged, or refunded after ordering or bidding. 
However, in exceptional cases where if the store or seller assents, it may be possible to cancel an order for a cancellation fee. Please find further details in our Terms and Conditions: 
 
FROM JAPAN Terms and Conditions Article 10 (Cancellations, Returns and Exchanges)
 
If you have any questions, please contact us using the form below:

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.

As a general rule, we are unable to offer cancellations, returns, or exchanges on items purchased through our service. 
However, in exceptional cases where the store or seller assents, it may be possible to return an item for a handling fee. Please find further details in our Terms and Conditions:
 
FROM JAPAN Terms and Conditions Article 10 (Cancellations, Returns and Exchanges)
 
If you have any questions, please contact us using the form below:

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. 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: 

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.

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 Mbok auction using our order form:
 
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.

Yes, you will only be charged for the final winning price and refunded the difference. Please allow up to 3 business days for us to manually adjust your payment and refund the difference to you. 
 
If you lose an auction:
You will be fully refunded using the method you paid with. For credit card payments, the transaction will be cancelled. For deposit payments, the amount will be refunded directly back to your deposit. 
 
If you win an auction:
The difference between your maximum bid and the winning price will generally be refunded using the same method you paid with. Please note that there may be some cases where you are refunded in FJ Points.
 
If 3 days have passed and your payment has still not been refunded or adjusted properly, please inquire with our customer service staff using the following contact form:

 

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.

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 the receipt to be removed, please contact Customer Service right after completing the Charge 1 payment.
 
All FROM JAPAN receipts can be downloaded from your Shipping History page.

A.

The payment fee covers 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 additional fees for credit card payments, we will pay using a credit card whenever possible.
* Items won from Yahoo! Auctions will be charged a 200 yen payment fee regardless of payment method.
* 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:

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:

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.
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. 

A.

Coupons:
We are able to use discount codes when placing the order for your item. 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 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 ordering without leaving a review, even if a review bonus incentive is offered.

Shipping

A.

Yes, 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.
 
For more information, please refer to:

 

A.

We currently offer the following international shipping methods: 
 
1)EMS
2)FedEx,
3)Air Mail
4)Surface
5)SAL
6)Small Packet (Air)
7)Small Packet (Surface)
8)Small Packet (SAL)
9)DHL
 
For domestic shipments within Japan, we use Sagawa Express. Please note that orders purchased through our service must be processed through our distribution center, and therefore cannot be sent directly from the seller to your domestic Japanese address.
 
Sagawa Express shipping rates (English):
 
For more information regarding our shipping options:

A.

Generally, packages are sent to the address registered to your FROM JAPAN account. If you wish to have your items sent to a different address, please make sure to change the delivery address when submitting your shipment instructions.
 
Warning:
1. If your shipment has already been instructed and you wish to change the shipping address, please make sure you contact us before completing the Charge 2 payment. 
2. If the shipment contains item(s) paid for with PayPal, we are only able to send it to the country or region associated with your PayPal account at the time of payment.
3. Having a shipment sent to a Japanese address will incur an additional 8% handling fee, as indicated in our Terms of Service.

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 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 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 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 option. 
 
*Please also note the following: 
- 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, 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 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)
 
You can estimate the shipping cost of a package using our calculator below. Please input the weight and measurements of your package for an accurate estimation.

A.

Only items purchased with our Buyer Protection Plan will be eligible for direct compensation.
 
For orders purchased with our Basic Forwarding Plan, we are unable to provide direct compensation for any damages. Please place a damage report with the post office or delivery company to claim compensation.
 
For orders purchased with our Buyer Protection Plan, we can provide direct compensation for damaged or broken item(s). Please find more information on applying for compensation here.
 
For more information, please refer to:

A.

In general, shipments cannot be modified or cancelled after you confirm shipping instructions. In the exceptional case that a shipping group must be modified or cancelled, this will incur a repacking fee of at least 1,500 yen. There may be cases where it is not possible to modify the contents of a shipment.

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.

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

A.

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.

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. your reference number or a screengrab of your receipt) 
- Photos of the package exterior, interior packaging, and 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.