Covid-19 Q&A:
Does Japan Post ship to my country during the pandemic?
Check with the Japan Post website.
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You will be asked to use DHL or Surface Mail if you want to ship the order immediately. Otherwise, we hold shipping until EMS and AIR are available again.
My order has been on hold too long. I want to cancel and refund it.
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 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?
Choose DHL as the shipping option at your check out, then we send you a quote over email. If you are OK, we send an invoice and ship your order. If you are not happy with the quote, you can either switch to an available shipping method or hold the shipment until the suspended shipping method is available again.
If you want a quote before ordering, use "Ask a Question" on the product page. Do not forget which states and postal code you want to ship. We can send you a rough estimate. Please remember that some items (e.g., pre-orders) are excluded.
Why doesn't the website show DHL as a shipping option upfront?
A DHL price is determined by the dimension of the package, which we know only after packing your order. So we individually and manually quote the DHL price. Please allow us a few days to do this.
Why is DHL so expensive?
DHL is generally more expensive than EMS. In addition, the DHL price is determined by the dimension of the package so a figure in a large box tends to be expensive. That means that combined shipping by DHL does not result 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. Basically the price includes full insurance coverage but there are a few countries where the insurance is not available (e.g. UK). Ask us for details.
I chose a shipping method which still ships to my country during the pandemic but the order has not been shipped yet.
Sorry, shipping is delayed due our resources constraints. Your order will be processed soon and you will be updated accordingly. Appreciate your patience.
The item I ordered and is supposed to be on hold for shipping, is on sale on your website. What happened?
It is another stock of the same item. Since we sell a pre-owned product, each stock we sell has a different condition and a different price tag. But your order is valid and fixed. We do not modify your order even if the same item will eventually be sold at lower (or higher) price in our shop.
About us:
Do you have a shop in Japan or a phone number where I can reach you?
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.
In which languages can we talk?
We prefer English, but we also understand basic German.
Are these products authentic Japanese products?
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!
There are many shops that sell PVC figures. What makes you different?
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.
Do I have any reference about your shop?
Ordering:
I placed an order but received no confirmation email.
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.
I forgot the password and cannot log in.
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.
How do you describe the condition of the figure you sell?
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.
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 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.
Do you take pre-orders?
Yes, for some items. When you want to order a pre-order item and an in-stock item at the same time, please separate carts and check out separately. You can still make a request to combine shipping of the two after the release of both.
When and how do I pay for my pre-order?
You can pay either the full amount or 10% down payment at the time of your order.
If you choose down payment, a PayPal invoice will follow. Make sure that the email address you registered on the site is the same as your PayPal email address. Pay the invoice within 3 days to make your order valid.
* Down payment is accepted only for pre-order. We request full payment for in-stock items.
Can I cancel the pre-order?
We do not accept cancelation.
If you pay down payment and refuse to pay the remaining amount due at the release of your order, we reserve the right to take the down payment as the cancellation fee.
The product page for the item I ordered is gone. Is my order canceled?
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.
I am looking for a specific item but don’t find it on your site. Can you help me?
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.
Payment:
What methods of payment do you offer?
We accept only PayPal.
I don’t have a PayPal account. Still can I pay?
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.
When do you charge my credit card?
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.
In which currency do you charge?
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.
Shipping:
Do you ship worldwide?
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.
How do I know the cost of shipping?
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 quote, email us specifying the item you want to order and the address you want to ship to. We will give you a rough estimate before packing. More accurate quote is possible only after packing the figure.
Why is the shipping charge increased for my pre-order?
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.
How do you pack the product?
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.
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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. But the scheme is a bit complicated. Please 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
What is "Small Packet"?
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!
Can I combine shipping between separate orders or with a possible future order to save cost?
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.
I have moved and I want to change my address for an open order. What should I do?
Please send a message to jfigure@jfigure.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?
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.
May I ask you to mark down the declared value of the parcel?
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.
Cancellation:
Can I cancel my order after receiving your confirmation?
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.
I don’t like the condition of the item I received. Can I return it?
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.
Troubles:
I haven't received my package. What can I do?
Please keep in mind the average duration for each shipping methods;
- DHL: 3~5 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 Insurance Program
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.
What should I do when I find a manufacturer flaw?
Unfortunately we are not responsible for such defects that you may find in new or sealed items.
You need to contact the manufacturer for a claim or a replacement. Sadly, their warranty covers only products sold within Japan so you need to return the product at your own cost if you want a replacement.
Also the manufacturer refuses replacement / compensation for a figure whose warranty period is expired even if the figure is sealed and kept as a "new" condition. Please take the risk into your consideration when you order a pre-owned S/B rank figure.
What happens if my parcel is returned to Japan?
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.
The figure has an oily and sticky surface. Is this a defect?
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.
