Does Japan Post ship to my country during the pandemic?
EMS and AIR are currently suspended for my country. What will happen to my order?
Check with the Japan Post website. --> Here
You will be asked to change to DHL or Surface Mail if you want to ship the order immediately. Otherwise, we hold shipping until EMS and AIR are available again though this may change depending on future circumstances, such as the suspension continues over a year and orders on hold exceeds our warehouse capacity. You will be updated anyway.
My order has been on hold too long. I want to cancel it and refund.
Sorry but we do not accept cancellation due to the shipping restriction under Covid-19. Please consider DHL or Surface Mail as an alternative shipping option. Otherwise, we are happy to keep your order until the restriction is lifted. Your understanding and patience will be appreciated.
I pre-ordered an item before the shipping restriction began without knowing the situation today. Can I cancel the order?
We are afraid not. We also did not expect such a situation and have finished ordering your copy from the manufacturer who does not allow cancellation. Apologize for your inconvenience but would appreciate your understanding.
I want to use DHL. What shall I do?
Leave a message at your check out while selecting any other shipping method tentatively. We send you a quote so that you can decide between DHL and the shipping method you selected. If decide on DHL, we send you an invoice to settle the difference.
Why does't the website show DHL as shipping option upfront?
A DHL price is determined by the dimension of the package, whichi we know only after packing your order. So we individually and mannually quote the DHL price. Please allow us a few days to do this.
Why DHL is so expensive?
We have a contract with DHL, which is generally more expensive than EMS. A DHL price is determined by the dimension of the package. So a figure in a large box tends to be expensive. Also combined shipping by DHL does not results in cost saving unfortunately.
How fast is DHL?
To the United States, it takes 4-5 working days normally. But under the pandemic situation, it could be longer.
What is Surface Mail?
Surface Mail (Sea Mail) is a Japan Post shipping option with a ship as the main vehicle of transportation. It is still available for most countries under the pandemic situation. The average delivery time to the United States is 2-3 months but could be longer under the current situation. Comes with a tracking number. The price includes insurance coverage up to 20000 yen.
I ordered with a currently available shipping method to my country but the order has not been shipped yet.
Under the Covid emergency, we also face substantial resources constraints which result in shipping delays. Sorry but wait a little while. Your order will be processed in order and you will be updated.
The same product, which I ordered and is supposed to be on hold, is eventually on sale in your website. What happened?
It happens that we sell another stock of the same product model after your order. Since we sell a pre-owned product, each stock has a different condition and a different price tag. But your order is valid and unaffected by those new stocks sold on the website.
Do you have a shop in Japan or a phone number where I can reach you?
JFigure.com bases in Japan but we sells only online. We are sorry but we have no telephone service open to the public.
In which languages can we talk?
Contact us over an email at email@example.com.
We prefer English, but we also understand basic German.
Are these products authentic Japanese products?
We based in Tokyo and buy only from reliable Japanese wholesalers or individual collectors, so our products are 100% genuine by the original Japanese manufacturers. No counterfeits / bootlegs!
There are many shops that sell PVC figures. What makes you different?
We are a small shop that specializes in “pre-owned” figures.
Do I have any reference about your shop?
I placed an order but received no confirmation e-mail.
Pre-owned figures traded in Japan have much better quality than those traded among individuals in foreign countries, eBay, for example. In most cases, the figure itself is kept in pretty good conditions.
In general, we avoid B /C rank products (broken or missing parts or extremely dirty products) unless mentioned in our product page. So you can rely on us about the quality of the product we sell.
An order confirmation e-mail is automatically sent to the address registered on the account after an order is placed. Please make sure that you have a valid e-mail address. Also check your Spam folder. Sometimes your server or e-mail provider blocks e-mails sent from our domain. Make sure you can receive e-mails from firstname.lastname@example.org.
I forgot the password and cannot log in.
How do you describe the condition of a pre-owned product?
Click "Forgot your password?" and request a new password. We send one to your e-mail address.
It sometimes happens that our server also reject your e-mail address when you try to reset the password. In that case, contact us.
We do it for you over an e-mail.
Why is the price of a pre-owned item more/less than a new item? And why does the price change from time to time?
We describe the condition of our product as accurately as possible with our best effort following our own standard.
New: Brand new, unopened
S: Sealed in the box or in the blister (inner) package
A: Opened but no notable damage and missing parts
A-: Opened. No notable damage on the figure. Postcard missing
B: Opened and some damage or missing parts
A: Minor damages (light scratches, dents on the corner, etc.)
B: Damaged or worn out
- : No box. The figure is loose.
A pre-owned figure has a certain sign of usage. Even the condition "A" product does not mean no damages at all. Please accept faint scratches and minor color transfers which have been caused by standard use of the product.
Items are priced according to their market value. In some cases the value may be higher or lower than the original price of the item. We review the price almost every day and it is updated on our website.
Do the photos represent the real products?
Most photos shown in our site are borrowed from the manufacturer’s sites. So they do not necessarily represent the actual condition of the product.
Can you send a photo of the actual product you sell?
Sorry, we cannot respond to such request. Please trust our rating and the description and order.
Do you take pre-orders?
If you still want a picture, we can send one AFTER your order and before shipping. Use comment section of your order. Please understand that you cannot cancel the order unless we find major discrepancy with our description. Also remember that this extra process might delay your shipping.
Yes, for some items. Please separate carts for pre-orders and in-stock items. Check them out separately.
When and how do I pay for my pre-order?
You can still make a request to combine shipment of your pre-orders and other orders if both are already released and ready for shipping.
For pre-order item only, you can either pay the total amount at checkout or make down payment to keep your order.
Can I cancel the pre-order?
If you choose down payment, 10% of the total amount will be charged by an invoice separately sent to your mail address. Please pay the invoice within 3 days to make your pre-order valid. If you don’t, the pre-order is no longer valid and will be canceled.
The balance between the total amount and the down payment will be invoiced when the item is in stock and ready for shipping. Please settle the invoice in 7 days after your receipt.
We do not accept cancelation of pre-orders.
The product page for an item I ordered is now gone. Is my order canceled?
If you still want to cancel and refuse to pay the final invoice we sent when the item is in stock, we reserve the right to take your down payment as the cancellation fee.
We remove the product page of items for which we can no longer accept new orders. But your order is valid as long as the item sits in your order. You can check your order status from the "Previous Orders" section of My Account page or in the order confirmation mail which we sent after your checkout.
I don’t find the item in your site. Can you help me?
We are happy to help you find the item you are searching for.
What methods of payment do you offer?
Give us details, such as name, url, photo or any other clue for us to search the item, and some time for investigation.
We have access to the large pre-owned markets and are small enough to respond to such individual request of our customers.
I don’t have a PayPal account. Still can I pay?
We accept only PayPal
For safety reasons, transaction will be completed in PayPal’s server only. Your card details will never be stored on our server. Also, please note that if you use PayPal, the amount will be taken from your account upon ordering, not when the item is shipped.
If you don't have a PayPal account and don't want to create one, you can still pay using your debit or credit card. Just put the item into a shopping cart, go to checkout and follow instruction.
When shall I pay?
In which currency do you charge?
100% when you check out
100% when you check out
10% of the total amount when you check out (down payment) and the balance when the item is released
We Charge in Japanese Yen.
Do you ship worldwide?
Our Currency Convertor will show you the prices also in EUR, US Dollars, British Pounds, Canadian Dollars, Australian Dollars, and Russian Ruble, but these prices are just for your quick reference.
PayPal and your credit card company will determine the actual conversion rate from Japanese Yen to your local currency.
Yes, JFigure.com ships worldwide as far as Japan Post serves the area.
How long does it take to process my order before shipping?
Please allow us 3-7 days for preparation and inspection of the product before shipping. It is important because we deal with pre-owned products. An e-mail will be sent when your order has been shipped.
How do I know the cost of shipping?
There are times when we need more days, for example, in busy seasons when we have to work on large orders. You will be updated if there is such delay.
You just have to put the desired products in your cart and click the icon, “Estimate Shipping”. You will find the price of the various shipping method available.
Why is shipping charge higher than the estimate for my pre-order?
*Shipping cost includes our handling charges.
The shipping cost for a pre-order item is sometimes higher than what we estimated at the time of your checkout. Unfortunately we cannot confirm the weight/dimensions of a pre-order item until it arrives in our offices. Therefore, we may ask for the additional shipping charge in our final invoice. We are sorry for the inconvenience but will appreciate your understanding.
How do you pack the product?
Can I insure my parcel?
We wrap the figure by air bubble sheet and pack in a hard cardboard box. We pay extra attention for packing to prevent damage during transport. We have a lot of experience of sending "boxless" figures safely, too.>>video
We used recycled cardboard box to reduce the cost. It may look not nice outside but works perfect to protect the inside. So we appreciate your understanding.
What is "Small Packet"?
Japan Post compensation scheme for the loss or damage of your package >>Here
In EMS, claim amount under 20,000JPY is free of charge. It is possible to upgrade the claim amount of by paying 50JPY for each 20,000JPY. >>
It is also possible to upgrade the claim for Postal Parcel. For the details, please contact us.
The maximum claim for Registered AIR /SAL Small Packets is 6000JPY. It is not possible to upgrade the claim .
If your parcel weighs under 2kg and its height + width + depth is smaller than 90 cm, it can be sent as Small Packet. The advantage is, the shipping fee is cheaper!
Can I combine shipping to save cost?
If you choose the " Registered Small Packet", you will have a tracking numbers, too.
Yes, you can. Inform us to hold the shipment of your order until your next order.
I have moved and I want to change my address for an open order. What should I do?
We accept your request to combine pre-order items and in-stock items if both are already released and ready for shipping. Please email us so that we can work on your request individually.
Please send a message to email@example.com with your order number and your new address. We will modify your shipping address.
Tax and duties:
How much duty and tax do I have to pay?
May I ask you to declare the shipment as “gift”?
Some countries may charge duties and taxes for importing items in the toys / doll category. Those costs are not included in our shipping cost and should be covered by the customer. The following table will give you an idea on how much duties and taxes will be charged on your shipment to Germany.
|Value of Shipment
||Under 22 EUR
||22 EUR - 150 EUR
||Over 150 EUR
* The 4,7% import duty remains same in almost all EU countries while sales tax vary in each country.
* The above calculation is just a guideline. It is subject to individual case or the tax officer's decision.
No. We are sorry but your order will be always sent as commercial merchandise.
May I ask you to mark down the declared value of the parcel?
Perhaps, we can help.
Can I cancel my order after receiving your confirmation?
Just indicate the value you would like us to declare in the “message” box upon ordering or send us an e-mail separately.
Please be minded that we might reject a request for too low value and remember that you will be insured only up to the amount you declared in case of loss, theft or damage to your parcel.
I don’t like the condition of the item I received. Can I return it?
Your order shall be held as final when you receive the confirmation notice. This applies to pre-order items, too. If you still cancel the pre-order, we reserve the right to take your down payment or 10% of the total amount as the cancellation charge.
I haven't received my package. What can I do?
We assume you understand that a pre-owned product has a certain level of wear out and you agreed to our “no return/ no exchange” policy when ordering.
So place an order carefully. If you want a perfect condition for the item, refrain from ordering a pre-owned product.
My parcel seems to have been damaged during transport. What should I do?
The following is estimated delivery time under the normal conditions;
- EMS: 3~5 days
- AIR: 2~3 weeks
- SAL: 3~4 weeks
However, delivery could delay in busy seasons or for by accidents such as bad weather, airline troubles, post office strike, etc.
If you have a tracking number, check with the online tracking service.
If you still don't receive your parcel after the estimated delivery time, contact your local postal service or the custom office.
Very often, your parcel is stopped there for custom clearance reasons. You need to go there to pick it up.
Usually they notify you by a letter. If nobody picks up the parcel within a certain period (2 weeks in case of Germany), the parcel will be sent back to Japan. Then you need to pay for re-shipping cost or we have to deduct shipping cost from refund you request. So we advise you to trace the parcel while it's in your destination.
If you still don't find your parcel after all those efforts and suspect it’s been lost, we can claim for insurance.
>> Japan Post Insurance Program
An item/part of an item in my order arrived missing/broken (not during transport).
Please inform the local postal service and ask them to write a “damage report”
Any claim without the damage report will not be processed.
At the same time, send us pictures of the inside and outside of the package so that we can inform Japan Post.
When Japan Post accept our claim, they will compensate the declared shipping value on the package. >> Japan Post Insurance Program
Please note that the investigation by Japan Post takes sometimes more than a month.
We need your cooperation in keeping the damaged product as it is until we inform you what to do with it.
If you are sure that the item is broken or damaged from the beginning (not during transport) or the item is different from our description, please contact us immediately and include clear, close-up photos of the defective parts along with a detailed explanation.
What should I do when I find a manufacturer flaw?
We will get back to you as soon as possible with a solution. Please understand that it may take us a few days for investigation.
We are not responsible for the defects of new or sealed items, defects known as “manufacture flaws”.
What happens if your parcel is returned?
You need to contact the manufacturer directly if you unfortunately find such a problem with your order. Although we are happy to assist you in communicating and forwarding with the manufacturer to solve the problem, please remember that their warrantee often covers domestic shipping only so you may need to pay for the international shipping to return and replace the item.
If have concerns about manufacturer flaws in your order and want us to open the box before shipping for inspection, please leave a comment when ordering.
If a package is returned to us due to an incorrect shipping address or no recipient at the given address, we will request the customer cover shipping charges for re-delivery.
The figure has oily and sticky surface. Is this a defect?
No, an old figure which has been sealed in the box long time, sometimes shows such problem. It is caused by inferior material used for a PVC figure manufactured those days. Please understand that it is not caused by the seller or the previous owner. To remove stickiness, we hope this link
If the figure is very old, let’s say, a production between 2000 - 2010, there are possible flaws due to aging;
- Plastic/paint odor
- Oxidation and rust
- Paint degradation
- Paint transfer
- Loss of adhesion
Please understand that the manufacturer will no longer offer support for those natural deterioration, despite the figure being brand new.