Today's Date: Sunday, 05 December 2021
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FAQs

Payment Related

When do I have to pay for my order / preorder?

I want to submit or change my credit card information

I don't have a credit card. How can I pay for my order?

I want to pay by money order or cashier's check.

When will my credit card be charged for my order?

Ordering Related

I saw an item on your website but it's stock level is zero, when will it be available again?

I want to know if you have stock on certain items before I place my order.

I'm interested in getting something that's not shown on your web site. Can I special order it?

Can I order parts for a model kit? How do I do that?

I've already placed an order, but would like to add some additional items to it.

I want to cancel all or part of my order.

I have more than one order outstanding and want you to combine them.

Personal Information Related

I want to change (or correct) my shipping address.

I want to change my e-mail address, password and Bill to/Ship to Information.

I want to submit or change my credit card information.

Shipping Related

I want to place an order, but would like to know how much shipping is going to cost first.

How long will it take for my order to reach me?

I need my order by a specific date. Can you guarantee delivery in time?

I want to save money by having you ship my order surface (sea) mail.

I'm worried about import duties and taxes, can you mark my package as a gift, or lower the declared value?

Delivery Problem Related

You informed me that my order had been shipped, but it has not arrived.

I've waited the amount of time you recommend, but my order has still not arrived.

My order arrived, but it was damaged.

My order arrived, but some of the merchandise is wrong.

My order arrived, but some of the items are missing.

You have shipped part of my order but I have not requested shipping!

I'm very patient. Please hold my order(s) until everything is available, no matter how long it takes.

Your parcel has returned to us due to custom issue of your country.

Your parcel has returned to us due to other reasons.


 

 

When will I have to pay for my order/preorder?

Like any reputable mail-order company, eToysJapan only charges customers for their normal orders when the items are ready to ship to you, that is why we try to list only available items.  

Our system requires immediate payment during check out, but if somehow that does not happen, we will send you request for payment. After sending out such request, buyer must settle all payment for available items within a few hours for credit card/ Paypal payment. After such period the order will be cancelled automatically and buyer ID recorded for blacklisting consideration. Please pay as soon as you get our request, or contact us for other arrangement.

For pre-order merchandise, since most of them are special order items from manufacturers and in limited quantity, we ask for full item cost as deposit. eTJ will invoice our customer for shipping when it can be shipped. For regular item pre-ordering, we ask for full item cost as deposit, eTJ will invoice our customer for shipping when it can be shipped. For pre-orders, since we do not have the weight data from the manufacturer, we can not estimate the required shipping cost thus our check out system has the shipping as zero, that Does Not Mean Free Shipping.

Any pre-order item not pay for 10 calendar days after its release is considered order abandoning, in this case deposit is not refundable, please contact us within the 10 days period if you need special arrangement instead of ignoring our payment reminder(s). Re-opening order within 1 month after your order being cancelled (abandoned) will have a handling fee of extra 20% of the item original cost (non-discounted); within 2 months, a handling fee of extra 30% of the item original cost. After two months, we'll not re-open your order.

We do not charge you automatically and we do not store your payment information. Customer can either follow the direction on our invoice to pay or login on our site, goto "account maintenance" on left column, under "order information", click to view this purchase. Inside you will find a "PayPal click here to pay" button. Click the button and follow the instruction there.   [TOP]

   

MODIFYING & CANCELING ORDERS

 

I've already placed an order, but would like to add some additional items to it.

Please place a separate new order for the additional items. The reason we request this is that we ship in the order of orders receiving time. Much of the merchandise we sell is limited in quantities, or may take a long while to restock. If we add an item to an order you have placed previously, you are in effect "taking cuts" into the line of people ordering for that item. When placing order with us, try to add everything you can think of before check out! [TOP]

I want to cancel all or part of my order.

We usually ship all available items in 2 working days after payment confirmation. Most often order cancellation can not be done. Please kindly bear that in mind. If you wish to cancel items that you have not paid for yet, please do so within 24 hours after placing your order. However, for special order items, like Tamashii WebShop Limited or show limited or magazine limited or likewise, no cancellation accepted.

For pre-order items, please do so before the stated deadline. If no deadline is specified, please do so before the actual release. If order cancellation is after the release of the item, there will be a 15% item cost (non-discounted) as reshelfing fee for regular items; For special order items, the deposit will be used as reshelfing fee. Please note that refund through PayPal might incur a service charge from PayPal.

For those customers requesting us to hold your item(s) for combine shipping, you might cancel your order or item within 48 hours after placing your order, after that, cancellation of in-stock available items would have a reshelfing fee of 15% item cost (non-discounted) for regular items. If we have held your item(s) for more than 1 month then the reshelfing fee is 50% of item cost (non-discounted) for regular items. Any item(s) held longer than 3 months, the reshelfing fee is 75% item cost (non-discounted) for regular items. Any item(s) held longer than 1 year, the reshelfing fee is 100% item cost (non-discounted) for regular items. For special order items, like Tamashii WebShop Limited or show limited or magazine limited or likewise, no cancellation accepted. Why is the reshelfing fee so high? Because you will be practically re-selling the item back to us.

Refund for item(s) held more than 10 working days will be issued as store credit only.

[TOP]

I have more than one order outstanding and want you to combine them.

We're sorry, but no. We can not combine order but we can combine shipment. Please see shipping page for more information. The reason we don't allow this is because we assign merchandise to customers in the order in which they originally placed their orders. Combining orders changes the order sequence therefore it’s assigned priority, and we want to keep things fair for everybody, since much of our merchandise is available in limited quantities. So when you place your order, try to put everything you want onto one order rather than breaking it up into smaller pieces. [TOP]


UPDATING PERSONAL INFORMATION 

 

I want to change (or correct) my shipping address.

If you want to change your shipping address for your current order, please e-mail us at This e-mail address is being protected from spam bots, you need JavaScript enabled to view it , but must be quick before we ship your order out.[TOP]

I want to change my e-mail address, password and Bill to/Ship to Information.

Log in and go to Account Maintenance and select the Account Information link for updating your information.

If you want to change your ship-to-address, please inform us by e-mail as well for all information regarding order(s) already placed is logged and user can not change it. If you do not inform us, we'll ship your order to the old address. The change in Account Maintenance is for future order use.

Please note that eToysJapan only accept one e-mail address at a time per customer. Please use the same e-mail address whenever contacting us.

If you are registered user, but have not purchased any product from us, our system at the moment do not handle change for user but for customer only. [TOP]

I want to submit or change my credit card information.

We do not keep your payment information, that is your PayPal account name or your credit card information. So you do not submit or change through us. Please do not give us any of your sensitive information except those asked for in the Bill to Information during check out, we will not handle any other information from you. [TOP]

SHIPPING COSTS & TIMES, IMPORT ISSUES

 

I want to place an order, but would like to know how much shipping is going to cost first.

Please understand that our system can only calculate shipping cost during check-out, because only until then we have the total weight of your order. Sorry about this and we will try to work out a method to estimate shipping cost soon. [TOP] 

How long will it take for my order to reach me?

Here are some general guidelines for shipping times. Keep in mind that this is the amount of time it takes after you receive your shipping notice, not after the time you place your order. However it might vary because of additional time clearing custom.

For postal service shipping, customers in Asia can expect their packages earlier, while customers in South America can take quite a bit longer. Also our experience shows that customers in Italy, Brazil and other island countries like the carribean should be prepared to wait up to 1.5 months for their packages. Please keep in mind that these are the usual delivery times and packages can be delayed for any number of reasons; for instance, terrorism concerns;  Or held by your custom for numerous reasons and weather issues as well. Because such delays are out of our control, please do not contact us about your package being delayed until at least double the maximum amount of time estimated has passed. If you have waited that long, and you still have no package, please follow the instructions on our missing shipment page. [TOP] 

I need my order by a specific date. Can you guarantee delivery in time?

Because of the numerous factors that affect shipping times, we cannot make promises about when a certain item will reach you. Nevertheless, if you have a certain delivery date that you'd like to meet, try the following. It should work for most cases:

First, count backward on your calendar from the date you need to have the item. Start with the maximum number of days shown on our shipping page for the type of shipping you will be using. Then, add two weeks (14 days) to that. For example, if you're going to use airmail parcel shipping, you would add 15 days + 14 days for a total of 29 days. Therefore, in this case, you would count 29 days back from the date you need to have the item. Make a note of the date you reach by counting backward.

Second, if today's date is still before the date you reached by counting backward, then go ahead and place your order as usual. If not, it's unlikely that we can get the item to you in time.

Please note that even if you take these precautions before ordering, eToysJapan cannot guarantee delivery of an item by or before any particular date; once an item has left our facilities, delivery times are out of our control. [TOP] 

I want to save money by having you ship my order surface (sea) mail.

Sorry but we do not use surface/sea mail. [TOP]

Question on import duties and taxes, can you mark my package as a gift, or lower the declared value?

The value of your purchase on the custom label on the outside of the package is the compensation value and only insurance if anything happened to the parcel during shipping.

To USA Customers:

Please note that there are no taxes, duties or tariffs on the import of hobby products or toys into the United States. You will not pay any extra to buy from us.

To Customers in Other Countries:

Any question, please kindly ask us. [TOP]  


SHIPPING & DELIVERY PROBLEMS

 

You informed me that my order had been shipped, but it has not arrived.

 

First, please look at our Shipping Time page. This will give you a good idea of normally delivery time. Also, be sure to keep in mind that these times are the delivery time from the time we ship your order, not the time you place your order.

Before you contact us about a package, please allow at least one month delivery time. In the meantime, you may wish to visit your local post office and see if your package isn't being held for you. Often packages are held for customs reasons, or because they won't fit in your mail box. In many cases, the mail carrier will leave a notice informing you of this, but those sometimes might get lost or mixed up  somewhere.

If you have waited for more than double the maximum number of days and your package still has not arrived, then please see below. [TOP]

 

I've waited the amount of time you recommend, but my order has still not arrived.

 

Please first check with your local post office. Often, the post office (or customs in some countries) will send you a post card informing you that your package has arrived. If you didn't receive this postcard for some reason, your package may just be sitting at the P.O. waiting for you. Second, check to make sure that the shipping address you use is correct (you can do this by checking the order confirmation notice we send you after you place an order). A simple typo error can cause serious shipping problems. Third, if you've moved recently, make sure you left a forwarding address with your previous post office. Fourth, make sure that a family member or co-worker (if you have your order shipped to work) didn't receive your package and then simply forget to tell you about it. If all of these steps fail to turn up your package, then please send us e-mail at  This e-mail address is being protected from spam bots, you need JavaScript enabled to view it and we'll work out a solution for you.

Note : The post office can investigate missing packages for up to 6 months after an order has shipped. If the recommended time has passed and you still have not received your package, please contact us as soon as possible. If you fail to contact us within 1 months from the day your order was shipped, we regret that it will be impossible for us to assist you. [TOP]

 

My order arrived, but it was damaged.

 

Please do a careful inspection of your items. If the "damage" is limited to the outer box of the item, such as a crushed corner or bent lid, we ask you to bear it if at all possible (this doesn't happen very often). If parts inside the merchandise have been broken (not simply fallen off the runner), or a completed item has been damaged, e-mail us at  This e-mail address is being protected from spam bots, you need JavaScript enabled to view it within 3 days after delivery and we will arrange to supply you with replacement parts or a new item (at our discretion) at no charge. In some cases we may request that you return the damaged item to us, but in these cases we will credit you for the postage you pay to do so.

 

If the damage is due to shipping, all parcels we shipped are entitled to compensation from the post office depending on the cost of the parcel. (You do not need to have insured your package to receive compensation.) Exact procedures vary by country, but you should start by taking your whole box with the content down to your local post office, showing them the damage, and inquiring about the procedure for filing a damage claim.

 

If you take delivery of your package from your mail carrier in person, and there is obvious damage, ask him/her to witness your opening the box, and get the carrier's name to bolster your claim.

 

Notice to Toy Collectors: eToysJapan carefully package everything and we ship in strong boxes, but we can not guarantee your order will be mint and we regret that we cannot accept requests for compensation or replacement of merchandise due to shipping damage to outer packaging, such as bends, creases, minor crushing, etc. Some cosmetic damage will occur from time to time with any mail-order service. We will happily replace items if the actual product is damaged, but if you absolutely must have an item with a "mint" condition outer box, sorry but we can not guarantee. [TOP]

 

My order arrived, but some of the merchandise is wrong.

 

First please accept our apologies for the error! Please contact us at  This e-mail address is being protected from spam bots, you need JavaScript enabled to view it within 3 days after delivery and tell us what you have received, and what you should have received. We'll check our records and confirm if mistake was made. If there was, we'll either ask you to send back the incorrect item (we'll credit you for the postage), or let you keep it, and then ship you the correct item at no extra cost. Should the correct merchandise not be available for some reason, we will offer you a full refund. Please refer to our Returns & Refunds for more details on returning the item to us. Please note that refund through PayPal might incur a service charge from PayPal. [TOP]

 

My order arrived, but some of the items are missing.

 

There are several possible reasons for this:

  1. The item was not shipped. We do not include invoices or packing lists in our packages, so please check the shipping notice that we sent you by e-mail detailing exactly what was shipped to you.
  2. Small items might be put inside the packing materials or box of another kit, or between the pages of a magazine to help protect them from damage.
  3. Your order was shipped in more than one box, but not all the boxes have yet arrived (boxes shipped together by postal service frequently arrive on separate days, in some cases as much as one to two weeks apart!).
  4. The decals that you cannot find are stuck to the inside of the box, or the assembly instructions (this happens all the time, don't be embarrassed, especially if it's a small decal sheet).
  5. eToysJapan made an error in your shipment.

Please inspect your order carefully one more time. If you are convinced that we have made an error in your shipment, please contact us at  This e-mail address is being protected from spam bots, you need JavaScript enabled to view it within 3 days after delivery. [TOP]

You have shipped part of my order but I have not requested shipping!

eToysJapan ships orders to customers when if any one of these conditions is true:

  1. Everything on an individual order is ready to ship and shipping fee settled and we received no further instruction to delay shipping.
  2. This e-mail address is being protected from spam bots, you need JavaScript enabled to view it
This e-mail address is being protected from spam bots, you need JavaScript enabled to view it

This e-mail address is being protected from spam bots, you need JavaScript enabled to view it

Some customers are willing to wait a long time for preordered items before a partial shipment. While we understand this, it means that other, shippable items may end up sitting on our shelves for months collecting dust. Unfortunately, our flooe space is not unlimited, and it is not feasible for us to maintain this stock. That's why we ask our customers to consider taking what is available as we inform you they are ready to ship. [TOP]

I'm very patient. Please hold my order(s) until everything is available, no matter how long it takes.

Sorry but it will be hard for us to do. That's why we ask our customers to please take what is available as we inform you they are ready to ship. We feel that this is the best balance between our customers' need to keep shipping costs down, and our need to be able to minimise opportunity cost for floor space. We hope you can appreciate our position on this. [TOP]

Your parcel returned to us because of custom issue of your Country 

Sorry it happened, that is why we give accurate cost and description to prevent that, but as it's the case, you can either choose to have us repack and resend it or request for a refund (as credit). In case you would like us to resend, we will invoice you full shipping cost plus 1/2 return shipping fee and handling. In case you request for a refund, we can only refund you the item cost minus a 30% reshelfing fee (non-discounted price) plus full return shipping and handling. And again special order item is not accepted for refund. Shipping fee is not refundable. Return shipping and handling is charged by the Postal service not us. However, if your parcel is treated as being abandoned by the postal service, there is nothing we can do. Please note that refund through PayPal might incur a service charge from PayPal. [TOP]

Your parcel returned to us due to other reasons 

Sorry it happened, if it is our fault, then we'll ship it back to you for free. If it is not, sorry but we must request that you cover the full shipping fee plus full return shipping fee and handling. If you prefer to have a refund (as credit), we can only refund you the item cost minus a 30% reshelfing fee (non-discounted price) plus full return shipping and handling. And again special order item is not accepted for refund. Shipping fee is not refundable. Return shipping and handling is charged by the Postal service not us. However, if your parcel is treated as being abandoned by the postal service, there is nothing we can do. [TOP]

 

PAYING FOR AN ORDER

 

I want to submit or change my credit card information.

 

We do not keep your credit card information, please do not send us those sensitive information at all. [TOP]

 

I don't have a credit card. How can I pay for my order?

 

You can pay us by PayPal (by linking to a bank account, if their service is offered in your country). [TOP]

 

I want to pay by money order or cashier's check.

 

We no longer accept money order or cashier's check, sorry about it. [TOP]

 

When will my credit card be charged for my order?

 

We do not automatically charge you since we do not hold your payment information. Customer need to pay for the item by either follow the direction on our invoice to pay or login on our site, goto "accout maintenance" on left column, under "order information", click to view this purchase. Inside you will find a "PayPal click here to pay" button. Click the button and follow the instruction there. If you find no button, please follow the intruction on the invoice.  

Like any reputable mail-order company, eToysJapan only invoice customers for their orders when the items are ready to ship to you. So even if you place a preorder for merchandise that has not yet been released, we won't contact you, except deposit for certain item, until it can be shipped.

 

Note: 

If you feel that we have placed inappropriate charges on you, please contact us at  This e-mail address is being protected from spam bots, you need JavaScript enabled to view it and explain the problem. We will investigate the matter promptly and make any corrections that need to be made. [TOP]


PRODUCTS & AVAILABILITY

 

I saw an item on your website but it's stock level is zero, when will it be available again?

 

This is a tough question to answer. You can leave your e-mail to us and we’ll inform you when we restock. You can do this by pressing add to cart button of the item. [TOP]

 

I want to know if you have stock on certain items before I place my order.

 

Our stock status system allows you to check the availability of an item from within the item's page but you are always welcome to e-mail us to find out. [TOP]

 

I'm interested in getting something that's not shown on your web site. Can I special order it?

 

If you cannot find the product you are looking for on our web site, please send the product information to This e-mail address is being protected from spam bots, you need JavaScript enabled to view it or use Contact US link and we'll take a look at whether we can get the item and/or if it is something appropriate for our shop. Please bear in mind that we might not be able to get them but we can try.[TOP]

 

Can I order parts for a model kit? How do I do that?

 

At this moment we do not handle service like this kind, sorry about it. [TOP]