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.

The following is our rating system.

Rank	Condition
New	Brand new, unopened
Pre-owned S/B	Pre-owned. The box or the blister is sealed. The figure has never been used.
Pre-owned A/A	Pre-owned, opened. The figure is overall in good condition. Parts complete.
Pre-owned A/B	Pre-owned, opened. The figure is overall in good condition while the box shows some damages. Parts complete.
Pre-owned A-/B	Pre-owned, opened. The figure has minor damages or missing parts. The box is also damaged.
Pre-owned B/B	Pre-owned, opened. The figure has major damages or missing parts. The box is also damaged.
Pre-owned 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 deterioration 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 price. 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 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 due in 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.

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.

We stopped listing the product that you ordered and became out of stock. Don’t worry. Your order is valid as recorded in the order history on your account page and as informed in the order confirmation mail.

It happens when we have another stock of the same item. Your order is confirmed and secured, so don't worry.
Also remember that the condition of the item you ordered and the price you paid are final and will not be affected by the new listing.

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 a down payment, we charge 10% at your check out and 90 % at the release of the product.

We charge in Japanese Yen only.

The conversion from JPY to your currency is a matter between PayPal and your credit card company so we are not liable for possible exchange loss/gain when we need to refund your payment.

DHL: 4-6 days + lead time
UPS: 4-6 days + lead time
EMS: 4-12 days + lead time
AIR: 2-3 weeks + lead time
ePacket: 2-4 weeks + lead time
Surface Mail: 2-3 months + lead time

The above is the average duration for the package sent to the United States in normal time. It may take longer for other countries and will be affected by special conditions, such as bad weather, pandemic, airline congestion, airport staff/ dock workers strikes.

In addition to the shipping duration, we need 3-5 days lead time for picking, inspection, packing and documentation. It will be longer when we are busy.

Click "Add to Cart" and fill in County, States/Province and ZIP code. Actual costs by different shipping methods will be quoted.

Shipping cost includes other fringe costs than postage, such as packing material, label printing and PayPal charges.

If your parcel weighs under 2kg and its height + width + depth is smaller than 90 cm, it can be sent as ePacket. The shipping fee is cheap but the maximum compensation in case of loss/damages during transport is 6000 JPY.

Insurance is included for EMS.

AIR and Surface Mail are also insured except for certain countries such as the UK, Canada and Mexico.

ePacket includes free insurance as well but its maximum compensation is 6000 JPY.

Insurance will be available for DHL at 2800 JPY, UPS at 830 JPY. Please request us in the comment section of your order if you want to insure your DHL/UPS packages.

We wrap the figure in an air bubble sheet and pack it in a hard cardboard box filling the gap with papers.
To save the shipping cost, especially for DHL and UPS, which are priced based on the package dimension, we do not necessarily use a large box. We have confidence and experience in shipping figures safely with our standard method but inform us if you need extra packing in a bigger box with more padding. Additional charge will be quoted.

Yes, you can. Inform us which orders you want to combine. We will recalculate the cost and refund if there is any savings. Remember that the combined shipping will not always result in cost saving. In the case of DHL and UPS, separate shipping is often cheaper.
If you combine an instock item with a pre-order, we will hold shipping until the latter is released.

You can not change the address in the order history of your account page. Instead send a message to jfigure@jfigure.com. We will manually change it and make sure to ship the order to the new address.

Taxes and duties are NOT included in our shipping cost.

Some countries may charge duties and taxes for importing a plastic toy figure from Japan. The following table will give you an idea on how much duties and taxes will be charged in an EU country like Germany. Check with your local custom office if you want to know how much they will be.

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%

No. We are sorry but your order will always be 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.
We reminded that a pre-owned product has a certain level of damages/ wear out and you agreed to our "no return/ no exchange" policy when you placed the order.
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 in normal time;

• DHL: 4-5 days + shipping lead time
• UPS: 4-5 days + shipping lead time
• EMS: 3-7 days + shipping lead time
• AIR: 2-3 weeks + shipping lead time
• ePacket: 3-4 weeks + shipping lead time
• Surface Mail: 2-3 months + shipping lead time

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

If you still don't receive your parcel way over the above period, contact the local postal service. Very often, the parcel is stopped there for custom clearance reasons. You need to go there to pick it up.
If you do not pick it up within a certain retention period, it will be automatically returned to the sender. So stay alert and check with any notice from the custom office.

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

Please inform the local postal service and ask them to write a "damage report" immediately. Any claim without the 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.
If they accept our claim, the damage will be compensated based on their compensation scheme and the insurance value of your package.

Please remember that the post office operations on this matter are very slow and it often takes months. Sometimes pushing them from both sides of the sender and the consignee will help speed up their investigation. So your patience and cooperation will be appreciated.

Japan Post compensation scheme for the loss or damage of the package

If you are sure that the item is broken or damaged before shipping or if the item you received has a major discrepancy with our description, please contact us immediately.
Include clear, close-up photos of the defective parts along with a detailed explanation. We will get back to you as soon as possible.

JFigure is not responsible for the manufacturer's flaws. But we will try to help you as much as we can when you wish to reach the manufacturer in Japan.

If the figure you ordered is within the warranty period (normally one year after its release), there is a chance that the manufacturer can replace or refund. Please remember that you wiil have to pay for the costs to return the figure and receive its replacement..

Some of the figures we sell, even if they are labeled as new, are not eligible for the manufacturer's warranty any more. We are afraid that there is nothing we can do in this case.
If you want to know the details of the figure you want to buy, contact us before you order. Also the Unpacking Service is available for those who want to make sure if the figure they ordered has no initial flaws.

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.

Many figures made in the beginning of the century used low quality material and immature manufacturing technique and tend to show the flowing symptom;

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

in most cases, their support period has expired so we are afraid that there is nothing we can do.

PLEASE DON'T! CONTACT US FIRST.

Once you file a claim to Paypal, there will be no chance for us to negotiate amicable solutions. After a certain period, they will automatically close the case with a decision which, we would say, is mechanical and non negotiable. Please remember that they are not necessarily familiar with the field of hobby/collectable items.

JFigure promises to work hard for a solution if you have a problem. So please contact us anyway.
If you still resort to PayPal without any notice, we may BAN your account and refuse taking your orders in the future.