Today's Date: Sunday, 05 December 2021
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Company Policy

Company Policy 

We ask that first-time customers please read through this to make sure that you understand how we feel about issues that may concern you, and some aspects of ordering from overseas.

NOTE: All Products we sell are for adult (age 18+). They all passed Japan Product Safety Regulations but this by no mean imply they are safe according to your country's safety standards. For older collector items, the safety standards at that time is not compatible to nowaday standards, please beware.

You should not allow any children to play with them at any time. eToysJapan will not be held responsible for such related injury if happened. 

We reserve the right to selling any product we offer on our site. If there is any system issue that caused a price difference between your order and the actual price, or a quantity difference between your order and the actual available quantity, we have the final decision on the final outcome. Any ordered item(s) without further instruction from the customer after 4 months of time of release will be disposed off and afterward no compensation / replacement will be issued for it / them. For other information that not covered here please read our FAQs.

Privacy

Your privacy is the uttermost importance to us. Except for cases where we must comply with a court order or a lawful demand for information by law enforcement authorities, or attempt to secure relief in cases of customer fraud (such as credit card "chargebacks"), eToysJapan will never disclose any personal information of our customer (such as your name, shipping address, e-mail address or telephone number), or any information related to your purchase history to any third parties.

Credit Card Purchase

You are welcome to use your credit card, however if you purchase something from us and somehow your e-mail address, our primary contacting channel, is invalid, we shall try to contact you by phone or SMS when applicable. But if all above mentioned communication methods failed, credit card company recommended us to refund the purchase or wait for 10 working days before shipping. If you do not receive any e-mail on the status of your purchase 3 days after placing your order, please contact us. 

Returns & Refunds

For US customers purchasing products from us (please contact us first) we always accept requests to return saleable-condition merchandise for any reason if request made within 3 days of its delivery to you. "Saleable"-condition means the item is in like-new condition with nothing missing, that it's exactly as packed by the manufacturer as you received it, and there is no damage to the outer package. Opened "blister pack," "blister card" or sealed "blind box" (collection-type/ gashapon/ capsule toy items) merchandise which cannot be opened without cutting or tearing the package or its seal may not be returned. Please note, however, that unless the return is necessary because of a shipping error or serious defective merchandise, the cost of shipping the item(s) back to us is your responsibility. All shipping cost is not refundable. Unless otherwise specified, you ship the item(s) back to our Hong Kong Logistic office.

Please note that we do not accept return of all limited special order item like those Tamashii webshop limited product or likewise.

Always contact us for instructions and a Return Number (Rt#) or a Refund Number (Rf#) before returning any merchandise, regardless of the reason. After receiving the fore-mentioned number, uless other wise specified, you are required to ship the item(s) within 5 working days. 

For all customers if a return becomes necessary due to a mistake in shipping, significant manufacturing defects and/or malfunction, we will compensate you for the shipping to return the item to us if you ship the item as instructed by us. All claims for returns or refunds must be made within 3 days of its delivery to you. We reserve the right to reject claims in cases of obvious user abuse. If you are in doubt concerning the condition, content and any related information about an item, simply ask us at This e-mail address is being protected from spam bots, you need JavaScript enabled to view it before ordering! We're always happy to answer any questions you have. Please understand that we do not accept return of merchandise simply because it was not what you expected. Unless otherwise specified, you ship the item(s) back to our Hong Kong Logistic office.

Ask us before you order if you have any doubts about what you're buying!

Shipping

Because of the nature of international shipping and the products we carry, we use larger boxes and much packing materials, so the final shipping costs can be much higher than you expected. Your shopping cart will show you the cost. For more information please see our shipping page, and we strongly recommend that you read it.

Problem Resolution

eToysJapan is committed to customer service and will promptly address any customer claims of shipping errors, defects, missing items, etc... if we are contacted within 3 days of delivery at This e-mail address is being protected from spam bots, you need JavaScript enabled to view it . You can also contact us on our Facebook or on Instagram or through our Contact Us page of our site. However, Paypal is not a proper channel to resolve any issue or problem; by opening a dispute through paypal without contacting us directly first is consider a hostile action and we'll take appropriate measure as seems fit to our company.

Missing shipments

We don’t want it and certainly you don’t want it, but things happen and if your parcel does not reach you one month after our e-mail informing you your order shipped, please contact us immediately. They will be replaced or refunds issued if you contact us first. Because we're committed to helping you, under no circumstances should you ever contact your credit card company or PayPal to dispute charges from eToysJapan, particularly without contacting us first.

This is our promise: We will solve all genuine customer service problems through refunds, replacements, discounts or whatever else it takes to reach a fair solution. But it's your responsibility to inform us a problem has occurred. We will not honor credit card "chargebacks" or complaints with PayPal, and such customers will be blacklisted and refused from using our service ever. We also share information about blacklisted customers with other online merchants offering similar merchandise. For details please see our shipping page, and we strongly recommend that you read it.

**Change of policy. Our policy might change from time to time to best fit the development of the online shopping practices around us. Please understand that we can not track all changes and anounce it to the world. So they will be without notice.