FAQ

JFigure.com is based in Japan but we sell only online. We are sorry but we have no telephone service open to the public.
Contact us over an email at jfigure@jfigure.com.

We are 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!

We specialize in rare pre-owned figures which are out of print and only available in the aftermarket. We list a unique selection of pre-owned figures and set a high standard on the quality of the product we sell.

Once you place an order, a confirmation email is automatically sent to the email address. Please make sure you have a valid email address associated with your account. Be sure to check your spam folder for an email from jfigure@jfigure.com. You can also whitelist jfigure@jfigure.com to ensure future emails are delivered to your inbox.

Click "Forgot your password?" and request a new password. A new one will be sent to your email address. If you still have a problem, contact us.

[ Figure Condition ]

• A: Unopened. The outer box or the inner blister seal is intact. Item has never been used.
• B+: Opened but in excellent condition with no visible damage. All standard parts are included.
• B: Opened with minor stains or damage in less visible areas. All standard parts are included.
• C: Opened with conspicuous damage or stains on visible areas (face, front, etc.), or missing parts.
• J: Junk. Main item or parts are missing, severely damaged, or defective.

[ Box Condition ]

• A: Mint condition.
• B: Minor scratches, dents, or fading.
• C: Major damage (crush, tear, or severe fading).
• N: No box included.

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[ Important Notes ]

• Bonus Items: Standard parts are included, but bonus items (postcards, extra parts, etc.) are generally not included unless specified.
• Aging Effects: Older figures may show signs of aging, such as color fading, discoloration, or stickiness (especially common in unopened items).

The price of a pre-owned figure is determined by its market value. If the figure is out of production, limited edition, or highly sought-after by collectors, its value can increase over time. Sometimes, a well-maintained pre-owned figure can be just as valuable, or even more valuable, than a new one. We update our prices daily to reflect the latest market value and ensure fair prices.

While we use photos from the manufacturers to showcase the figures for convenience's sake, these images may not reflect the exact condition of the pre-owned items we sell.

Please check Photo Request when you order a product. We will send you photos of the actual products in stock for your confirmation before shipping. Please be aware that shipping may be slightly delayed. Also note that orders cannot be canceled unless there is a major discrepancy with the description.

For pre-orders, you can choose from two payment methods:

Full Payment Upfront: You can pay the full price of the pre-ordered figure during checkout.

20% Down Payment: Select this option if you prefer to split the payment. You will receive a PayPal invoice shortly after your check out. Please settle the invoice within 3 days of receipt to secure your pre-order. The remaining balance and shipping cost will be invoiced again at the time of the figure's release.
Be sure to register your valid PayPal email address on your account page to ensure smooth receipt of the invoice.

We understand that pre-orders can be a long-term commitment, especially when figure releases can experience delays ranging from 6 to 12 months. However, unfortunately, pre-orders cannot be cancelled once they have been placed. This is because we reserve the figure for you upon receiving your order to prevent another cancellation.

If you still wish to cancel your pre-order, a cancellation fee of 20% (equivalent to your down payment) will be retained, as outlined in our store policy. In addition, there will be a case that your account will be restricted in the future.

We recommend carefully considering the potential wait time and your commitment before placing a pre-order.

Don't worry, this just means the product is simply out of stock (because of your purchase!). Your order is still valid and secure. You can confirm it in your order history on your account page, and you should have also received an order confirmation email from us.

In some cases, we may have additional stock of the same item that wasn't reflected in the original listing. Your order secures the available item, and the website updates may take a short while to reflect that.
It's also possible that a new listing appears for the same item with a different price or condition. Rest assured, the price and condition you paid for in your confirmed order will remain the same.

We'd be happy to assist you in your search! The more information you provide, the better chance we have of locating the item. Here's what can be helpful:

• Title of the item
• Manufacturer
• URL (if available)
• Price range (if applicable)

Please note that rare items can be difficult to find, therefore take time. We'll appreciate your patience.

We accept PayPal and major credit cards.

If you don't have an account and don't want to create one, PayPal still allows payment using your debit or credit card. Follow PayPal’s instructions.

In-stock items: Full payment, including shipping costs, is required at checkout.

Pre-order items: You can choose one of two options:

Full payment upfront: Pay the entire price of the pre-ordered figure and its shipping during checkout.
Split payment: Pay a 20% down payment at checkout, and the remaining balance will be invoiced closer to the figure's release date.

Installment options:
While we don't offer installment plans ourselves, PayPal may offer "Buy Now Pay Later" or "Pay in 4" options for certain countries and customers. Please check with PayPal directly to see if you're eligible for these options.

All our prices are listed and charged in Japanese Yen (JPY).

Currency conversion is handled by PayPal and your credit card company. While we cannot be held responsible for any potential exchange rate fluctuations that might occur during a refund, we recommend checking with your bank or credit card issuer to understand how they handle currency conversions.

We offer a variety of shipping options, such as FedEx, DHL, UPS and Japan Post's EMS, AIR, Surface Mail and ePacket Light.

Just add the item to your shopping cart and proceed to checkout. During checkout, you'll see a "Shipping Estimator" section that displays available shipping methods and their estimated costs based on your delivery country.

The availability of specific Japan Post methods can vary by country. You can visit their website for more information on their services and international coverage.

• Processing: Orders typically ship within 3–5 business days.

DHL, UPS, FedEx:	4–6 days
EMS:	4–12 days
AIR:	2–3 weeks
Small Packet:	2–4 weeks
Surface Mail:	2–3 months

*Note: Delays may occur due to customs, weather, or local postal issues.

Add the item(s) you're interested in to your shopping cart and proceed to checkout. During checkout, you'll see a "Shipping Estimator" section. Enter your country, state/province, and zip code to view the available shipping methods and their estimated costs.

Our shipping quotes include:

• Postage/costs paid for the chosen carrier
• PayPal transaction charges
• Packing materials, label printing and other miscellaneous expenses

Surface Mail is an economical shipping method via sea.

• Delivery: Typically 2-3 months (1-2 months for Australia).
• Tracking: Included, but updates are less frequent than EMS/DHL.
• Insurance: Availability depends on the destination. Please contact us for details.

ePacket Light is an inexpensive shipping option for small, lightweight items.

• Tracking: Included.
• Insurance: Not available.
• Max Weight: 2 kg (4.4 lbs).
• Max Size: Total length + width + depth must be under 90 cm (35.4 inches).

We offer insurance for most shipping methods to provide peace of mind.

• EMS: Always included in the quoted price.
• AIR & Surface Mail: Included if available for your destination.
  *Not available for Canada, Mexico, the UK, etc.
• FedEx, DHL, UPS: Available for an additional fee.
  *Please request it in the comments section during checkout.

We use our extensive experience to ensure your figure arrives safely.

• Protective Wrapping: Items are carefully wrapped in bubble wrap to prevent scratches.
• Secure Box: We use robust cardboard boxes, balancing maximum protection with reasonable shipping costs.
• Filling Materials: Empty spaces are filled with packing paper to minimize movement.
• Upgraded Packing: Extra padding or larger boxes are available for an additional fee. Please contact us before ordering.

If you'd like to combine multiple orders, please let us know. We will calculate the total shipping and refund any savings.

• In-stock + Pre-order: If combined, we will hold the entire shipment until all items (including pre-orders) are ready to ship.
• FedEx, DHL, UPS: Due to our special B2C contracts, it is often cheaper to ship items individually rather than in one large box.
• Size Limits: Each method (EMS, AIR, Surface) has maximum size limits. If combined items exceed these, they must be shipped separately.

Unfortunately, once your order is confirmed, you can't change the address directly through your account page.
Don't worry, we can still help! Just send an email to jfigure@jfigure.com with your order number and the new shipping address you'd like to use. We'll ensure your figure is shipped to the correct address.

Import duties and taxes are the responsibility of the recipient and are not included in our item prices.

• General Policy: We cannot provide specific estimates as rates vary by country. Please check with your local customs office.
• HS Code for Figures: 950300 (or 9503000090 / 9503000000). You can use this code to check tax rates on your government's website.
• USA Orders: Shipped via DDP (Delivered Duty Paid). Duties and handling fees are already included in your shipping cost.

We understand you might be considering requesting us to declare your order as a "gift" to potentially reduce import duties or taxes. However, we are unable to fulfill such requests.

Generally, all sales are final once an order is confirmed, as noted during checkout.

• Policy: This apply to both in-stock and pre-order items. Please review your order carefully before placing it.
• Our Quality Guarantee: If a pre-shipment inspection reveals any defects not previously described, we will contact you immediately. In such cases, we will provide full details and offer a cancellation with a full refund to ensure your satisfaction.

First, please check the average transit time for your shipping method:

DHL, UPS, FedEx:	4–6 days
EMS:	4–12 days
AIR:	2–3 weeks
Small Packet:	2–4 weeks
Surface Mail:	2–3 months

• 1. Check Locally: Contact your local post office. The package may be held for customs clearance or awaiting pickup.
• 2. Contact Us: If your package has not arrived well beyond the estimated delivery time, please reach out. We will launch an official investigation (CN08 form) with Japan Post.
• *Delays may occur due to peak seasons, weather, or customs congestion.

If your package arrives damaged, please follow these steps immediately to ensure a compensation claim can be filed.

• 1. Report to Local Post Office: Contact your local postal service to file a formal "Damage Report." This is required for any insurance claim. Do not discard the packaging.
• 2. Contact Us: Send us clear photos of both the exterior and interior of the damaged package. We will use these to file a claim with Japan Post.
• Compensation: If the claim is accepted, you will be compensated based on Japan Post guidelines.
  *Please note: The claims process can be slow and may take months to resolve.

If your item has significant damage or missing parts not mentioned in the description, please contact us first before taking any other action.

• What we need: Please send us clear, close-up photos of the damage and a detailed explanation of the issue.
• Important: Do not attempt to repair the item yourself, as this may affect the resolution. Keep all original packaging.
• Note: We are committed to a fair resolution. Please contact us directly and do not open a PayPal claim immediately, as we can resolve issues faster through direct cooperation.

PVC figures involve significant manual work, and initial defects can occasionally occur. While JFigure is not directly responsible for these, we are here to support you.

• 1. Check Warranty: Most manufacturers offer a one-year warranty from the release date. Please check if your item is still within this window.
• 2. Contact Manufacturer: You can report defects directly to them. Please note that customers are typically responsible for return shipping costs to/from Japan.
• 3. Our Support: If you need help contacting a Japanese manufacturer, please reach out to us. We can assist with communication in Japanese.
• Important: Some "New/Unopened" items may already be past their warranty period due to their age. If you are concerned, please contact us to confirm the warranty status before ordering.

If a package is undeliverable due to an incorrect address or failed pickup, it is usually held for 10–14 days before being returned to Japan.

• 1. Track & Act Fast: If your tracking shows "Held at depot" or "Delivery failed," contact your local post office immediately to arrange redelivery or pickup.
• 2. Re-shipment: If the package is returned to us, we can ship it again once we confirm it is undamaged.
• Note: You will be responsible for all additional shipping charges incurred for re-shipment.

This stickiness is a natural aging process of PVC materials, especially in older figures stored for long periods. It is not considered a defect caused by handling.

• How to Clean: You can often remove the stickiness by gently washing the figure. For a detailed guide, see: "Dealing with Stickiness on Figures".
• Other Signs of Age: Older figures (especially from the early 2000s) may also show discoloration, brittle parts, or a strong plastic odor due to the materials used at that time.

Please contact us first! Direct communication is the fastest and most flexible way to resolve any issues.

• Faster & Better Solutions: We can offer personalized options like partial refunds, replacements, or repairs—solutions that PayPal's automated system cannot provide.
• PayPal Guidelines: PayPal recommends contacting the seller first. A dispute should only be a last resort if a direct conversation fails.
• Note: To maintain a fair trading environment, we may refuse future orders from customers who open a PayPal dispute without prior notice.