FAQ

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 an order is placed, an order confirmation email is automatically sent to the address registered on your account. Please make sure that you have a valid email address. Also check your Spam folder. Make sure you can receive emails from jfigure@jfigure.com.

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.

Each collector / shop has their own standard about the condition of the figure and it is difficult to generalize it but the following is our guideline.

Rank	Condition
New	Brand new, unopened
S/B	Pre-owned. The box or the blister is sealed. The figure has never been used.
A/A	Pre-owned, opened. The figure is overall in good condition. Parts complete.
A/B	Pre-owned, opened. The figure is overall in good condition while the box shows some damages. Parts complete.
A-/B	Pre-owned, opened. The figure has minor damages or missing parts. The box is also damaged.
B/B	Pre-owned, opened. The figure has major damages or missing parts. The box is also damaged.
No box	No box. The figure is overall in good condition.

• Keep in mind that a pre-owned figure has a certain sign of usage. Please accept faint scratches and minor color transfers which have been caused by standard use of the product.
• Please accept stickiness, color fading, color transfer, rust on the metal parts and other natural deteriorations of an old figure stocked in the box for a long time without being opened.
• Bonus parts (poster, illustration card, etc. ) are not included unless mentioned.

The price of a pre-owned figure is determined by its market value. A rare item is traded at a higher price than its original. We review the price every day and change it without a prior notice.

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.

Sorry, we do not respond to such requests. Please use our rating and the description for ordering.

If you still want to see the picture of your order, we can send one AFTER your order and before shipping. But you cannot cancel the order unless we find a major discrepancy with our description. Also remember that the process might delay your shipping. Leave a message at the comment section of your order if you want.

Put the item in the shopping cart and go check out. You can choose from the two payment methods; pay the full price upfront or a 10% down payment.
If you choose a 10% down payment, you will receive a PayPal invoice which asks you to pay the amount within 3 days. Your order will be confirmed when the down payment is complete. The remaining amount and the shipping cost are due at the time of the figure's release.
Make sure to register your PayPal email address on your account page so that you can receive the invoice.

We do not accept cancellation unless the release of the figure itself is cancelled by the manufacturer.
Please keep in mind that the release of the figure often delays but we do not accept it as the reason for cancellation. If you still want to cancel and refuse to pay the amount due at the release of your order, we reserve the right to keep your down payment or the equivalent to 10% of the product price as the cancellation fee.
Sorry but some people so easily cancel their pre-orders and we do not want that happen.

We remove the product page of the item which we no longer sell. But don’t worry. Your order is valid and confirmed. Refer to our order confirmation mail or the order status on your account page.

Sorry for making you worried. It is another stock of the same item you ordered. As stated in the order confirmation mail, your order is secured and being processed, so don't worry.
Also remember that your price and condition are final and will not be affected by any new listing of the same item in the future.

We are happy to help. Give us the title, the manufacturer, the URL, etc. as well as a price range that you can afford if possible. Allow us time to search for the item. (Rare items are difficult to find.) We will come back to you when there is any news.

We accept only PayPal.

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.

For in-stock items, we charge 100% of the amount at your check out.
For pre-order items, if you choose down payment, we charge 10% at your check out and 90 % at the release of the product.

We charge in Japanese Yen only.

Please keep in mind that the other currency shown on the website is just a "reference". It is a bit misleading that the shopping cart allows check out with other currency than JPY and the order confirmation in that currency. But the actual amount will always be charged in JPY. The conversion from JPY to your currency will be determined later by PayPal and your credit card company so that you can check in your credit card statement.

Yes, JFigure.com ships worldwide as far as Japan Post serves the area.

Remember the shipping restriction under Covid-19. Check here.

Please allow us 3-7 days for preparation of shipping. As a seller of a pre-owned product, it is important to double-check the condition of your order before shipping. And our man power is limited. In busy seasons, we may need more days. If substantial delay is expected, we update you over emails.

Just put the item in your cart and go to check out. There you find a "Estimate Shipping" button, which tells you exactly how much it will cost by different shipping methods.
*Shipping cost includes our handling charges.

If you need a DHL/UPS quote, use the "Ask a Question" button on each product page. Do not forget to include the postal code and the states of your shipping address.

The shipping cost shown for a pre-order item is an estimate. It may change depending on the actual size/ weight of the figure after its release. We may ask you to pay the difference in case that the shipping cost increases. Appreciate your understanding.

We use an air bubble sheet to wrap the figure and a hard cardboard box to pack it. We pack each figure safely enough to prevent damages yet without using an unnecessarily large box. (It is critical for Small Packet and DHL that the figure fits in a box of certain size.) We also have good experience in shipping "boxless" figures as well as large-scale polystone figures. >>video
Please understand that recycled cardboard boxes are used to reduce the cost. They may look not nice outside but work perfectly to protect the inside.

EMS
Free insurance coverage up to 20,000 JPY. The coverage can be increased by payment of 50 JPY for each additional 20,000 JPY.

Postal Parcel (AIR)
Postal Parcel (SAL)
Postal Parcel (SEA)
Free insurance coverage up to a certain amount and it can be increased by extra fee. The scheme is complicated. Contact us for the details.

Small Packet Registered (AIR)
Small Packet Registered (SAL)
Free insurance coverage up to 6000 JPY. The coverage CAN NOT be increased.


Japan Post compensation scheme for the loss or damage of your package >> Here

If your parcel weighs under 2kg and its height + width + depth is smaller than 90 cm, it can be sent as a Small Packet. The advantage is, the shipping fee is cheaper!

Yes, you can. Inform us which orders you want to combine or ask us to hold shipping till your next order.
You can combine a pre-order item and an in-stock item only when both are released and ready for shipping.

Please remember that there are the size/ weight restriction for each shipping method and combined shipping does not necessarily results in cost saving.

Please send a message to jfigure@jfigure.com with your order number and your new address. We will modify your shipping address.

Some countries may charge duties and taxes for importing the toys / doll category from Japan. 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 the import of a plastic toy figure to Germany.

Value of Shipment	Under 22 EUR	22 EUR - 150 EUR	Over 150 EUR
Import Duty	0%		4,7%
Sales Tax	0%	19%
Total	0%	19%	23,7%

* The above calculation is just a guideline. Check the official website of your country for updated information.

No. We are sorry but your order will be always sent as commercial merchandise.

Perhaps, we can help.
Just indicate the value you would like us to declare in the comment section of your order.
Please understand that we may reject a request for the value too low. Also remember that you will be insured only up to the amount you declared in case of loss, damage to your parcel.

No.
Your order shall be held as final when you receive the confirmation notice. This applies to pre-order items, too. We reserve the right to take your down payment or 10% of the total amount as the cancellation charge.

No.
You agreed to our "no return/ no exchange" policy written in Terms of Sales and we assume that you understand that a pre-owned product has a certain level of damages/ wear out.
So place an order carefully. If you want a perfect condition, refrain from ordering a pre-owned item.

Please keep in mind the average duration for each shipping methods;

• DHL: 4-5 days
• EMS: 3-5 days
• Postal Parcel AIR, AIR Small Packet: 2-3 weeks
• Postal Parcel SAL, SAL Small Packet: 3-4 weeks
• Surface Mail (SEA): 2-3 months

It could be delayed in busy seasons or under special occasions such as bad weather, airline troubles, post office strike and PANDEMIC.

If you still don't receive your parcel way over the above period, contact local postal service.
Very often, the parcel is stopped there for custom clearance. You need to go there to pick it up.
If nobody picks up the parcel within 2 weeks or so after a notice from the post office, they will send back the parcel to the sender.

If you still don't find your parcel after the contact with the post office and suspect it’s been lost, contact us. We will send a CN08 form to Japan Post to ask them to start an official investigation.

Please inform the local postal service and ask them to write a "damage report" immediately.
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. The investigation often takes months. Pushing from both sides of the sender and the consignee is a key to speed up the post office operations, so your cooperation is necessary. When they finally accept our claim, they will compensate for the damage up to the declared value of your shipment.

Japan Post compensation scheme for the loss or damage of your package >> Here

If you are sure that the item is broken or damaged not during but before shipping or if the item you received has a major descrepancy with our description, please contact us immediately and include clear, close-up photos of the defective parts along with a detailed explanation. We will get back to you as soon as possible.

Basically JFigure is not responsible for the manufacturer's flaws. We do not automatically replace or refund your order when you unfortunately encounter such an issue. But we will help you to solve the issue as much as we can.　

If the figure you ordered is within the warranty period (normally one year after its release), there is a chance that the manufacturer can send a replacement. Contact us for the details of the flaw including pictures. However, please remember that an overseas customer must pay for the cost to return the figure and receive its replacement. On rare occasions ​the ​manufacturer​ may reject your claim which is too small to be accepted as a ​​flaw in their standpoint.

Also, remember that some of the figures we sell, even if they are labeled as new, are bought from the second-hand market in Japan, therefore not eligible for the manufactuer's warranty. We are afraid that there is nothing we can do in this case.
If you want to know if the figure you are going to order is eligible for the warranty, contact us. After your order before shipping, if you want us to open the box to check if there is a manufacturer's flaw, use our Unpacking Service.

If a package is returned to the sender due to an incorrect shipping address or no recipient at the given address, we will request the customer cover the re-shipping charges.

No, an old figure which has been stocked in the box for a long time, sometimes shows such problems. It is caused by inferior material used those days for a PVC figure. Please understand that it is not a problem caused by the seller or the previous owner. To remove stickiness, we hope this link is helpful.

Flaws by immature manufacturing in early days and natural deterioration from aging are observed for the figures produced between 2000 - 2010;

• Discoloration
• Plastic/paint odor
• Oxidation and rust
• Stickiness
• Paint degradation
• Paint transfer
• Brittleness
• Loss of adhesion

Unfortunately, the manufacturer already finished their warranty and support period and there is nothing we can do.