FAQ and Contact

Prices and Payment

Q:  How fast do you process my order?
A:  It will take no longer than 1-3 business day to process your order.  Usually, you will receive an order confirmation at the next business day.  In addition, you will be able to track the status of your order online;  we will provide you a tracking link with our order confirmation email.

Q:  How long does it take until I receive my order?
A:  Shipping will take in between 3-5 business days.  Add-on 1-3 business days to the shipping time for order processing.

Q:  Can I pre-order items that are not available for sale yet?
A:  At this time, it is not possible to process pre-orders on our retail page.  However, you may pre-order items on our wholesale site. Select the item from the pre-order menu and check out following the instructions on the screen.  We will charge a deposit of 35% of the total product value.  Only after receiving your deposit we can confirm your pre-order status.
If you decided to cancel or to downsize your pre-order after it is confirmed, we reserve the right to convert the downpayment into a cancellation fee.
You cannot combine different items in a single pre-order or combine a pre-order with a regular order.  We will ship pre-ordered items as they arrive in our warehouse;  we will not combine different pre-ordered items and than ship them together.
We only work with reliable and trusted suppliers and partners;  however, it can happen that pre-ordered items do not arrive in time or in sufficient quantities.  Situations like this, which are somewhat typical to the Japanese toy market, are beyond our control and we ask you for you understanding should that ever happen to your pre-order.  You can be assured that we do everything possible so that you can receive your pre-ordered items on-time and in the desired quantities.

Ordering, Shipping, Returns

Q:  Is there a minimum order amount?
Yes, the minimum order amount is US$ 20.

Q:  Where do you ship from and how much is shipping & handling?
We ship out of our warehouse in Osaka, Japan.  All items are imported from Japan and are in their original packaging.
Costs for shipping & handling are included in the item prices.

Q:  Which shipping methods do you use and can my shipment be tracked?
A:  Depending on the size / weight of the order, we ship either with EMS-Global Express Mail (smaller orders) or with FedEx International Economy (larger orders).  Using either method, your shipment can be tracked.  You will receive tracking information per email after the order is shipped out.

Q:  Are there import duties on my items?
Import duties are determined by the country that the product is shipped to, that is, its destination. We do not have any influence on the enforcement of those duties and bear no responsibility for them. Many countries, such as the U.S.A., do not impose import duties on the products we sell.  In the unlikely event that import duties were demanded, it would be your responsibility as the buyer to pay those duties and all associated fees in accordance with the laws and regulations of the destination country.

Q:  Are there special requirements for Canadian customers?
A Goods and Service Tax (GST) applies to all goods imported into Canada and it is assessed based on the duty paid value of the goods. The GST is a tax on final consumption and only the final non-commercial consumer ends up paying it. All businesses registered for GST may claim back all GST they paid which relates to a commercial activity.

"Goods you import into Canada are subject to the GST or the federal part of the HST except for items specified as non-taxable importations. The GST/HST is calculated on the Canadian dollar value of the goods, including duty and excise tax, and is collected at the border at the same time as these duties and taxes.
The owner or importer of record is responsible for paying the GST/HST on imported goods. If you are registered for the GST/HST and the importer (the person who caused the goods to be imported into Canada), you may claim an input tax credit (ITC) for the tax you paid on the imported goods, as long as you meet the requirement for claiming ITCs."
Source:  Canada Revenue Agency (http://www.cra.gc.ca/); July 2012

Q:  Can we return purchased items?
Orders must not be returned, neither partially nor fully.  We do our very best to offer all items at the lowest price possible and can therefore not accept returned items.  However, we will work with you if items are damaged during transport.  We purchase shipping insurance for each package we ship.  If you notice that packages that you receive have extensive outside damage, please immediately notify the carrier and follow the carrier's instructions.  If items are also damaged, please notify us as soon as possible, but no later than 7 days after you receive the items.  If possible, take photos that show the damage and e-mail them to us.  Based on the information we receive from you and from the carrier, we will determine how to compensate you at reasonable terms.
If you return your order without our permission, we reserve the right to charge for the shipping portion of the order and for a 30% restocking fee for the products.

Q:  What happens if I receive the wrong items?
First, please accept our apologies.  Second, contact us within 7 days after receipt of the shipment and let us know what you did and did not receive.  We will then double-check our records and determine if our mistake caused the wrong shipment.  If yes, we will send you instructions where to send back the wrong items and replace the missing items at our costs.  We ask you to not ship back any items before receiving our confirmation / instructions.

Q:  Do you provide shipping insurance for the items you ship?
Yes, we buy insurance for each shipment.

Q:  I would like to place a large order and I am wondering if I could order on your wholesale website?
Yes, you can order on our wholesale website. Please remember that it requires a minimum order amout of US$ 50 for products and that shipping costs could be adjusted (mostly down, sometimes up) before the order ships.

Q:  I live in a country that you do not ship to.  How can I purchase your items?
Click here to go to Maruzen's international site and to buy the items there.