FAQ
- Q1 I don't know how to shop at ToyNetJapan!
- Q2 Is it possible to place order by FAX or email?
- Q3 How much will shipping cost?
- Q4 How can I estimate my shipping cost?
- Q5 What about customs duties?
- Q6 How long will it take for my order to arrive?
- Q7 I would like you to combine items I previously ordered and items I currently ordered.
- Q8 Is there any refund for payment of taxes?
- Q9 Is it possible to use other shipping services than EMS?
- Q10 Can I cancel an order?
- Q11 What if my item arrives damaged?
- Q12 What if the item is not what I ordered?
- Q13 I don’t have a PayPal account. Can I still pay by credit card?
- Q14 The price of the article that I added to “my wish list” last week changed this week. Why?
- Q15 Are all items you sell regular products?
- Q16 Can you back-order out-of-stock items for me?
- Q17 I would like to know available quantity of the specific item.
- Q18 I cannot buy items that I could be able to buy. Why?
- Q19 I would like to see images of items which is not shown on your website.
- Q20 I would like you to have wider range of products.
- Q21 I would like to know information of new products.
- Q1 I don't know how to shop at ToyNetJapan!
- A1 Please refer to "Shopping Flow" in Customer Service page.
- Q2 Is it possible to place order by FAX or email?
- A2 We accept orders only on our website.
We are sorry, but it is impossible for you to place order by FAX or email. - Q3 How much will shipping cost?
- A3 The EMS of the Japan Post Office is the only shipment method available at our shop. Shipping cost varies according to the total weight of the package and where you live. For further information, please refer to the page of "Shipping Policy".
- Q4 How can I estimate my shipping cost?
- A4 Click "Add to Cart" button. Enter each item of "Estimate Shipping and Tax", and click "Get a Quote". Then, the website will calculate the cost of international shipping according to the wight of your order and the destination country. EMS fee will be indicated. In addition, put a check in "Table Rate" and click "Update Total" button. You can confirm the grand total of your purchase. If you do not want to continue shopping, please click dust box icon of each item, and items you added to cart will be cancelled.
- Q5 What about customs duties?
- A5 There may be a case that customs duties would be imposed on packages to be shipped to outside of Japan. In that case, any customs for the items are the responsibility of the customer. Customs duty rate differs from country to country.
- Q6 How long will it take for my order to arrive?
- A6 Shipment will take within 3 working days after the order has been made. Shipping time will vary from country to country, so the total time for the order to arrive will be approximately 20-24 days.
- Q7 I would like you to combine items I previously ordered and items I currently ordered.
- A7 We are sorry, but we do not combine orders that have different order identification numbers. Shipment is taken place per order.
- Q8 Is there any refund for payment of taxes?
- A8 We deeply apologize, but taxation depends on the country’s policy and we cannot take any responsibility for this. Hence, in case of a tax charge in the local customs clearance system it has to be paid by the customer.
- Q9 Is it possible to use other shipping services than EMS?
- A9 To make sure the delivery of your order is fast and safe, at the moment we only offer to use EMS (Express Mail Service) service, an international postal service with tracking system.
- Q10 Can I cancel an order?
- A10 Once an order and payment have been made, it is IMPOSSIBLE to cancel the order or change the destination of delivery.
- Q11 What if my item arrives damaged?
- A11 We will immediately arrange new one for you, or fully refund damaged orders, including the cost of postage, provided that you make the claim within 10 days and file a damage report with your local post office.
NOTE: We do not accept returns that are not claimed within the assigned period. Please verify all items upon delivery. If you have any further questions, please email us.
NOTE: Refund will be posted to your PayPal account. Transaction fee will be deducted from the total amount of your refund. - Q12 What if the item is not what I ordered?
- A12 If you have received the wrong item, inform us within 10 days and ship the package back to us within 10 days. We will immediately arrange right items for you, or refund your order including the shipping fee or send the correct item.
NOTE: We do not accept returns that are not claimed within the assigned period. Please verify all items upon delivery. If you have any further questions, please email us.
NOTE: Refund will be posted to your PayPal account. Transaction fee will be deducted from the total amount of your refund. - Q13 I don’t have a PayPal account. Can I still pay by credit card?
- A13 We do not accept payment by credit card. However, you can pay by major credit card via PayPal without having PayPal account. Upon going through the check out process, PayPal service allows you to select either pay by major credit card or pay by PayPal membership account. We accept both payment methods.
- Q14 The price of the article that I added to “my wish list” last week changed this week. Why?
- A14 We regularly revise the prices of our items and therefore request that customers verify the price of an item before placing an order.
- Q15 Are all items you sell regular products?
- A15 Of course, YES! All products we sell you are purchased from the authorized manufacturer. Besides, all products are brand-new and unopened.
- Q16 Can you back-order out-of-stock items for me?
- A16 Unfortunately, popular items may be sold out just after the release. Please understand that there are some items that we cannot back-order because the manufacturer will not reproduce those items after being sold out. For further information, please refer to the page of "Availability".
- Q17 I would like to know available quantity of the specific item.
- A17 We are sorry, but we do not disclose available quantities of each item.
- Q18 I cannot buy items that I could be able to buy. Why?
- A18 On our ordering system, items are not secured at the time you put them into the cart. We secure items at the time you complete your order.
Please note that popular items may run out of stock during your shopping because our website provides information to all over the world. - Q19 I would like to see images of items which is not shown on your website.
- A19 Most images shown on our website are provided through the proper channels from manufacturers. Items with no images are items of which images are not allowed to be revealed by the manufacturer or items of which images are not prepared. Please understand that it is difficult to post images of all products in spite of our effort to acquire as many images as possible.
- Q20 I would like you to have wider range of products.
- A20 If you have any further questions or request, please contact us at: info@toynetjapan.com
- Q21 I would like to know information of new products.
- A21 We offer information of new products in an email newsletters.
Enter your email address in "Sign up for our newsletter:" box being displayed in the lower right portion of the screen. Or, create your account from "My Account". Enter required information and do not forget to put a check in "Sign up for newsletter" box.
If you are an registered customer, login to your account and see "Account Information" box. You can edit your status of subscription.