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 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.

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.

• Pre-owned figures may show minor signs of usage, such as faint scratches and minor color transfers.
• Figures that have been stored unopened for a long time may sometimes exhibit stickiness, color fading, color transfer, rust on metal parts or other natural deterioration.
• Bonus parts (poster, illustration card, etc. ) are not included unless mentioned.

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.

It is common for food products that the package design and content may change without notice due to the manufacturer's reasons. Therefore, the images on the website may not always be up to date. We will notify you only if there are any major changes, such as drastic reduction of the content volume.

Unfortunately, we don't send photos of specific pre-owned figures before purchase. Please use our rating and the product description for your assessment.

If you still want to see a photo of the exact figure you'll receive, please leave a message in the comments section of your order during checkout. We can take a photo before shipment, but please note that this process may delay your shipment and that you can only cancel the order if there's a major discrepancy between the photo and our description.

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

1. Full Payment Upfront: You can pay the full price of the pre-ordered figure during checkout.
   
   
2. 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.

JFigure does its best to provide common allergy information for the foods sold on the site, but it may not be complete or accurate. We recommend consulting the product label or contacting the manufacturer directly for the most current allergy information.

Please do not rely solely on the information provided on our website to make decisions about allergies and note that JFigure cannot be held liable for any illness or allergic reactions caused by the products sold.

JFigure does its best to provide information about the 'best​-by' dates for the foods sold on the site, but it is not guaranteed to be complete or accurate. Also consider the possibility that the foods may arrive late due to longer shipping duration or customs clearance.

For the most accurate information, please refer to the information on the product package. Make sure to consume the foods as soon as possible.

Please note that JFigure is not liable for any illness you may experience after consuming food past the 'best by' date.

We recommend checking the 'best​-by' date displayed on the website and choosing the best shipping method among DHL, UPS, EMS, AIR, and Small Packet (We don't ship food by Surface Mail).

While Small Packet is an inexpensive shipping option, it sometimes takes 2-3 weeks. In addition, there will be possible delays due to customs clearance, so keep this in mind when choosing the shipping method.

Choose DHL or UPS for foods with an expiration date less than a week.

Sorry, we do not offer fancy gift boxes or gift wrapping. Items will be shipped in plain cardboard boxes for safe transportation purposes only. Sometimes the item will be shipped in a different box from the one shown in the image. Please understand that it is for safe and economy delivery.

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.

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.

Average durations for shipments to the United States under normal conditions*

• DHL, UPS: 4-6 business days
• EMS: 4-12 business days
• AIR: 2-3 weeks
• Small Packet:2-4 weeks
• Surface Mail: 2-3 months

Lead Time: 3-5 business days

• This is the time we need on top of the above duration to pick, inspect, pack, and document your order. It could be longer during peak seasons.

* Factors like bad weather, airline congestion, labor strikes or pandemics can affect delivery times.

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 for the chosen shipping method
• Packing materials
• Label printing fees
• Any applicable PayPal charges

Small Packet is a Japan Post shipping option designed for lightweight and relatively compact items. Here's what you need to know:

• Weight and Size Limits:
  • Maximum weight: 2 kg (4.4 lbs)
  • Size restrictions: Total combined height, width, and depth must be less than 90 cm (35.4 inches)
• Benefits:
  • Affordable shipping costs compared to other options.
• Limitations:
  • Limited compensation for lost or damaged packages (up to 6,000 JPY).
  • Not available for all destinations.

To see if Small Packet is available for your order and for a shipping quote, use the "Shipping Estimator" during checkout.

We offer insurance options for most of our shipping methods to give you peace of mind. Here's a breakdown:

• EMS: Insurance is always included in the quoted price.
  
• AIR & Surface Mail: Insurance availability depends on the destination country. Insurance may not be available for some countries, including Canada, Mexico, and the UK. We recommend checking the details at checkout or contacting us if you're unsure about insurance availability for your destination.
  If insurance is available for your destination with AIR or Surface Mail, it will be included in the quoted price.
  
• Small Packet: Limited insurance of up to 6,000 JPY is included, regardless of your shipment's value.
  
• DHL & UPS: Insurance is available for an additional fee:
  • DHL: 2,800 JPY
  • UPS: 830 JPY
  
  To add insurance to your DHL or UPS shipment, please request it in the comments section during checkout.

We understand the importance of your figure arriving safely, and we have extensive experience in secure packaging and shipping. Here's what you can expect:

• Protective Wrapping: Your figure will be carefully wrapped in bubble wrap to provide cushioning and prevent scratches.
• Secure Box: We select the optimal sized cardboard box to ensure your figure is well-protected during transit. While we avoid using oversized boxes (to keep shipping costs reasonable, especially for DHL and UPS which are dimension-based), we prioritize the safe arrival of your figure.
• Filling Materials: Any empty space within the box will be filled with packing paper to minimize movement and prevent damage.

Upgraded Packing:
We understand that some figures may require additional protection. If you'd like extra padding or a larger box for your order, we can arrange this for an additional cost. Please contact us before placing your order to discuss upgraded packing options.

We understand you might want to save on shipping by combining multiple orders. We're happy to help! Here's how it works:

• Contact Us: Just let us know which orders you'd like to combine by contacting our customer service team.
• We Recalculate Costs: Once we receive your request, we'll recalculate the total shipping cost for the combined package.
• Savings Refund: If combining the orders results in a lower shipping cost, we'll issue a refund for the difference to your original payment method.

Important to Note:

• Dimension-Based Shipping: For DHL and UPS shipping, which are based on package size, combining orders might not always be cheaper. Separate packaging for each order may be more cost-effective in these cases.
• In-Stock vs. Pre-Order: If you combine an in-stock item with a pre-order item, we'll hold the entire shipment until the pre-order item is released.

We recommend contacting us before placing a new order if you'd like to combine it with an existing order. This will help ensure you get the most cost-effective shipping option.

You can put both figures and foods in one cart and check out. We'll ship them together as much as we can. However, there will be a case that we can't for safety or hygiene issues. Then we ship them separately informing you of any additional costs which may incur.

There might be an item in your cart that requires DHL shipping. Items in the "Foods/Fresh Wagashi (DHL only)" category can only be shipped with DHL. If you have other items that don't require DHL shipping, you can separate them into a different cart to avoid the DHL shipping cost.

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.

Please note that import duties and taxes may be charged by your local customs office when your order arrives in your country. These charges are separate from our shipping costs and are the responsibility of the recipient.
Unfortunately, we cannot provide specific information on import duties and taxes as they vary greatly depending on the destination country(*), the value of your order, and the specific product category.

Here are some suggestions to help you estimate these charges:

• Contact your local customs office: They can provide the most up-to-date information on duties and taxes applicable to your order.
• Use online duty calculators: Several websites offer duty calculators that can give you a rough estimate of the import fees you might incur. However, these estimates should not be considered entirely accurate.

We recommend researching these costs before placing your order to avoid any surprises upon delivery.

* For your information, US customers currently do not face import duties and taxes on toy imports from Japan!

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.

We understand that plans can change, and you might need to cancel an order after confirmation. Unfortunately, due to our "No Cancellation" policy outlined in our store policy and mentioned during checkout, cancellations are generally not allowed once an order is confirmed.

Here are some things to keep in mind:

• This policy applies to both in-stock and pre-order items.
• We recommend carefully considering all details before placing an order.

If you have any questions about a specific item or need help deciding, please don't hesitate to contact us before placing your order. Our customer service team is happy to assist you.

We appreciate your understanding.

As pre-owned figures are previously enjoyed items, they may show some signs of wear or minor imperfections. We generally sell our products based on the customer's understanding of this nature of pre-owned items.

However, if the figure shows damages more than that, such as missing parts, noticeable scratches, faint flaws and color transfers in most visible areas of the figure, we try our best to report them on the product description. If you receive a figure with significant damage that wasn't mentioned in the description (e.g., major scratches, breaks, missing parts), please contact us immediately.

Please keep our "No Cancellation" policy in mind and carefully review the product description before placing your order. If you have any questions about a specific item or its condition, please don't hesitate to contact us.

For figures in perfect condition, you may also want to consider our selection of "New" or "S/B" (unopened) items instead of opened and used ones.

Estimated Delivery Times:
Keep in mind the average delivery time for your chosen shipping method. These are estimates under normal circumstances, and delays can occur.

• DHL, UPS: 4-6 business days
• EMS: 4-12 business days
• AIR: 2-3 weeks
• Small Packet:2-4 weeks
• Surface Mail: 2-3 months

Possible Reasons for Delays:
Busy Seasons & Special Events: Delivery times may be extended during peak seasons or due to unforeseen circumstances like bad weather, airline issues, postal strikes, or pandemics.

What to Do if Your Package is Late beyond Estimated Delivery Time:

• Check with Local Postal Service: If your package hasn't arrived within the estimated timeframe, contact your local postal service. The package might be held for customs clearance and may require pickup. Unclaimed packages are typically returned to sender after a certain period.
• Contact Us: If you've checked with your local postal service and your package is still missing, please contact our customer service team as soon as possible. We'll be happy to help!

We'll Initiate an Investigation:
Upon contacting us, we'll send a CN08 form to Japan Post to launch an official investigation into the whereabouts of your package.

Damaged Parcel During Delivery

We understand that receiving a damaged package can be disappointing. Here's what to do if your parcel seems to have been harmed during transport:

1. Contact Local Postal Service:
   • Immediately report the damage to your local postal service.
   • Keep the figure and its package as they are until they come to investigate.
   • Request a Damage Report: Ask them to create a formal "damage report" documenting the extent of the damage. This report is essential for any compensation claim.
   
   
2. Contact Us:
   • In addition to contacting your local postal service, please reach out to our customer service team as soon as possible.
   • Send Photos: Take pictures of the damage, including both the exterior and interior of the package, and send them to us. This will help us file a claim with Japan Post.
   
   
3. Compensation Process:
   • If Japan Post accepts our claim, you may be eligible for compensation based on their guidelines and the insured value of your package.
   • Please Note: The claims process with postal services can be slow, sometimes taking months to resolve.

We'll Help!
We appreciate your patience and cooperation throughout this process. We'll work alongside you to ensure a smooth resolution.

Received a Damaged Figure?
We understand that receiving a damaged figure can be frustrating, especially if it seems the damage occurred before shipping. Here's what to do:

Contact Us Immediately:
If you receive a figure with significant damage or missing parts that wasn't mentioned in the description (e.g., major breaks, missing pieces), please contact our customer service team as soon as possible.
Please remember, however, that:

• Pre-owned figures may show some signs of wear or minor imperfections, as reflected in our pre-owned figure condition standards. These may not be considered grounds for a claim.

When contacting us, please include the following:

• Clear, Close-Up Photos: Send photos of the damage, focusing on the specific issues.
• Detailed Explanation: Describe the damage in detail, highlighting any discrepancies with the product description.

Please refrain from attempting to fix the figure yourself. This could affect the resolution process. Keep the figure in its original condition, including any packaging materials.

Collaborative Resolution:
We will carefully examine the issue based on our guidelines and then contact you with a proposed solution, which may include:

• Full Refund: If the damage is significant, not mentioned in the description, and clearly our fault.
• Partial Refund: Depending on the extent of the damage and the possibility of repair by the customer.
• Store coupon at the equivalent value of compensation.

We're Here to Help!
Our goal is to find a fair and satisfactory resolution for you. We'll get back to you as soon as possible after reviewing your information.

Manufacturer Flaws in New Figures

We understand that discovering a flaw in your brand new figure can be disappointing. While JFigure isn't directly responsible for manufacturer defects, we're here to help you navigate the warranty process.

Here's what you can do if you find manufacturer flaws:

• Check the Warranty Period: Most figures have a manufacturer's warranty period, typically around one year after release.
• Contact the Manufacturer: If your figure is within the warranty window, we recommend contacting the manufacturer directly to inquire about replacements or refunds. Please note: You may be responsible for return shipping costs.
• We Can Help You Contact the Manufacturer: If you're unsure how to reach the manufacturer and how to speak to them in Japanese, please contact our customer service team. We'll be happy to assist you.

Before You Order:

• Some figures we sell, even if labeled as "New" or "S/B", may no longer be covered under the manufacturer's warranty. If you'd like to confirm the warranty status of a specific figure before placing an order, don't hesitate to contact us.
• We also offer an Unpacking Service for those who prefer to have their figures inspected for flaws upon arrival.

If any items in your order are missing or damaged, please contact us as soon as possible with a picture of the box you received. We will either send you a replacement or refund.
Our discretionary assortments will be exceptions.

Although we take great care in packing and shipping, it is unavoidable that chocolate may melt due to temperature changes and that cookies, crackers, chips and pies may become chipped or lose their shape during shipping. Please note that these damages are not eligible for exchange or refund.

If there is significant damages, such as the whole box being completely crushed, please report it with images.

We understand that undelivered packages can be frustrating.

Here's what happens;

• The shipping company will attempt to deliver the package to the designated address. If there's an incorrect address or no recipient available, they'll leave a message and hold the package at their office for a certain period (usually 10-14 days).
• If they receive no response or nobody to pick up the package within the period, the package will be automatically returned to the sender.

Here's what you have to do:

• Track Your Package: Check the tracking information on the website to see if there's a delivery problem. If the package is being held at a local depot, you will still have a chance to arrange pick-up or redelivery.
  
• Re-shipment: If unfortunately the package is already being returned to Japan, we can arrange its re-shipment after confirming that it arrived undamaged. You'll be responsible for any additional shipping charges.

Here are some tips to avoid this situation:

• Before placing your order, carefully review the shipping address you've entered to ensure accuracy.
  
• If you need to update your address after placing your order, please contact us as soon as possible.
  
• Make sure someone to pick up the package, if not you, at the given address at the time of delivery.
  
• Be alert on the tracking information as well as any email, letter, memo from the post office.

We understand that discovering a sticky surface on your figure can be concerning. Here's some information that might help:

Possible Cause:
This stickiness can sometimes occur in older figures, especially those that have been in storage for extended periods. It's often caused by the PVC materials used during earlier manufacturing times.
This is not necessarily a defect caused by the seller or previous owner. It's a potential consequence of the figure's age and materials.

Removing Stickiness:
If you'd like to try to remove the stickiness, we've found this helpful resource: "Dealing with Stickiness on Figures".

Other Degradation of Older Figures:
Unfortunately, many early-release figures (from the beginning of the century) were made with less advanced materials and manufacturing techniques. In addition to stickiness, they may exhibit various signs of aging, including:

• Discoloration
• Plastic/Paint Odor
• Oxidation and Rust
• Paint Degradation and Transfer
• Brittleness
• Loss of Adhesion

Contact Us First!
Before filing a claim with PayPal, please reach out to our customer service team directly. Let us talk to you and will work diligently to find a solution that satisfies you.

There are specific reasons why you need to do so;

• Faster Resolution: We can often address your concerns more efficiently when working with you directly.
• Personalized Solutions: Our team is knowledgeable and experienced in the figure business. We can propose a resolution realistic and tailored to your specific situation instead of PayPal's mechanical, non-negotiable solution.
• PayPal as the last resort: PayPal also suggests using their service when a problem remains unsolved after direct communication between the seller and the buyer.

Important Note:
We may refuse to take orders from a customer who opens a PayPal dispute without any notice to us.
We appreciate your understanding and look forward to working with you to find a satisfactory solution.