Customer Account

• Creating Your Customer Account
• Forgotten Your Password?
• Order Status/Details/History
• Making Changes to Your Order/Cancelling Items
• Frequent Shopper Points
• Updating Your Account
• E-mails You Receive From Us
• E-mail Preferences and Subscriptions

Creating Your Customer Account

You can create your customer account either in the process of placing your first order, or anytime by clicking on "Custoemr Account."

• By creating your customer account, you can safely transmit your personal information that are needed to process your orders.
• Each time your order is shipped, you automatically earn 3% of the item price subtotal as Frequent Shopper Points on your customer account, which can be applied as discount on your subsequent CDJapan order as discounts.
• Additionally, you will earn 300 points after you create customer account completely, including your shipping address.
• Other benefits of creating your account include, receiving e-mails about upcoming releases, checking order status, making changes to your orders online and online tracking (available only for orders shipped by EMS).

Forgotten Your Password?

If you have forgotten your password, we will send you a link by email where you can reset your password. Please click here and enter your e-mail address and your phone number.

Order Status/Details/History

You can view details of your orders, including the status as detailed below by clicking on "Order Status/Details/History" in Customer Account.

Order Received: We received your order. The order is about to be processed. We are not yet in the process of obtaining items for the order. We process orders 1-2 times during each business day, and also as soon as we receive IPMO or cash payment. You can cancel any item from your order still in this status by clicking on "Cancel items" in Customer Account.
Processed: The order has been processed, and we are in the process of obtaining items. In case the payment method of your order is either IPMO or Cash, we have received it already. The order will enter shipping process once all items are available. Items cannot be cancelled online once the order is in this status. To cancel items from orders that have already been processed, please contact us by e-mail. Please make sure to write your order number and the catalog number of items you'd like to cancel. Also, for security reasons, please make sure that the email address is associated with your customer account. Please note that it is not possible for us to cancel items from an order already in shipping process.
In Shipping Process: Your order is about to be shipped. Normally, shipping process is completed in 1-2 days. Once an order enters shipping process, it is not possible to make any change to it, even on our side.
Shipped: Order has been shipped. If the shipping method is EMS (Express Mail Service), EMS tracking number will appear. It may take 1-2 days before online tracking becomes available. Online tracking is not available for other available shipping methods.

You can also view status for each item as detailed below.

On Hand: The item has been made available for the order.
Delayed: There has been an unexpected delay with the item. We are continuing with our efforts to obtain it as soon as possible. An estimate for the span of time it takes for the item to come in is shown under "Availability." We also update customers by email at the same time. In case it is estimated for the item to delay for 3-4 weeks, you will be able to cancel it online even when the status of the order itself is "Processed." Click on "Cancel Item" to cancel it.

Making Changes to Your Order/Cancelling Items

You can make changes to your open orders online as detailed below. An open order is an order that has not yet entered shipping process, if the payment method is credit card. If the payment method is either International Postal Money Order or Cash, an open order is an order that has not yet been processed.

• Move Items From One Order to Another: You can move items from one open order to another by clicking on "Move items from one order to another" in Customer Account. If you'd like to move all items, please combine orders as detailed below.
• Combine Orders: You can combine open orders by clicking on "Combine orders" in Customer Account. A new order number will be designated for the combined order. It is not possible to combine orders if coupon discount has been applied on both.
• Ship Items Separately: You can separate items from open orders, so that they will be shipped separately, by clicking on "Ship Items Separately" in Customer Account. A new order number will be designated for the separated items. There will be separate shipping charges as if you had placed the orders separately.
• Adding Items To Orders: Add the items to your shopping cart, and then click on "Add items to open order" button. Select an open order to add the items to.

Cancelling Items
You can cancel items online from your open order if the order status is "Order Received" by clicking on "Cancel items" in Customer Account. To cancel the order itself, select all items. Once the order has been processed, items cannot be cancelled online, except for delayed items estimated to take additional 3-4 weeks to come in. To cancel items from orders that have already been processed, please contact us by e-mail. Please make sure to write your order number and the catalog number of items you'd like to cancel. Also, for security reasons, please make sure that the email address is associated with your customer account.

Following changes cannot be made online, but as long as the order has not entered the shipping process, we will make the change on our side. When contacting us, please make sure to write your order number and the catalog number of items you'd like to cancel. Also, for security reasons, please make sure that the email address is associated with your customer account.

• Change Shipping Address: Make sure to sign into Customer Account to add the shipping address first, and then contact us by e-mail. Likewise, if any correction needs to be made to the shipping address, please make corrections in Customer Account first, and then let us know.
• Change Shipping Method: The shipping charge and the average time for delivery are different for each available shipping method. If your payment method is credit card, we can change the shipping method before your order enters the shipping process. If your payment method is either IPMO or cash, we can change it before we receive your payment. Contact us to change shipping method.
• Change Payment Method: We process orders upon receiving credit card authorization from the issuer of the card, or upon receiving IPMO or Cash. Please visit this page for details, and contact us.

Frequent Shopper Points

Frequent shoppers, you can earn points on your CDJapan orders and receive discount!

Each time your order is shipped, you automatically earn 3% of the item price subtotal as Frequent Shopper Points. You can apply the points on your subsequent CDJapan order as discount.

• You can apply the points in units of 100 points, which is equivalent to 100 yen.
• The points are valid for 1 year.
• You can view the balance of your points at anytime by signing into Customer Account.
• You can enter the points you would like to apply on your order when proceeding to checkout. *Please note that we are not able to apply the points on our side after the order has been finalized. Please make sure to apply the point before finalizing your order.
• This offer will not be available in conjunction with any other special offer.
• When you apply points on an order, the points that will be earned from it when it ships will be based on the item price subtotal minus the points applied. For example, if the item price subtotal of your order is 10,000 yen, and 1,000 points have been applied, you earn 3% points on 9,000 yen (270 points) when the order ships. The extra points outlined below will not be earned in this case.
• This service became available at 10am on June 28, 2004 (Japan Standard Time), and orders placed before this date will not earn points. However, the items will earn points if they are moved to a new order placed after the date. For more details, click here.

Placing large orders? Earn more points!
If the item price subtotal of your order is 10,000 yen or more, 30% of the points earned will be added as extra points.

Updating Your Account

• Changing Your Name, E-mail Address, Password, or Phone Number
  Click on "Changing Your Name, E-mail Address, Password, or Phone Number" and make changes as necessary. You need to enter your password twice regardless of whether you are changing the it or not.

• Add/Edit Shipping Address
  To add a shipping address on your customer account, click on "Add/Edit Shipping Address." Select whether your address is an "International Address (an address outside of Japan)" or an "Address Within Japan," and click on "Add Shipping Address" button. To edit or make changes to the shipping address already registered on your customer account, select the one you'd like to edit and click on "Edit" button.

  Please note that any changes you make to your shipping addresses will not be reflected on your existing orders. To change the shipping addresses for already existing orders, please either add them or edit them as needed first, and then let us know by e-mail. Please make sure to write your order numbers and which shipping addresses the orders are to be sent to. Also, please make sure that your e-mail is sent from the one you have registered in your customer account so that we can correctly identity you. If you do not let us know, any changes you make will not be reflected on your orders.

• Add/Edit Credit Card
  You can add your credit cards either in the process of placing your first order, or anytime by clicking on "Add, Edit, or Delete Credit Card" in Customer Account. Your credit card details will be transmitted safely in secure SSL (Secure Socket Layer) encryption.

  You can update your credit card details or delete your credit card by clicking on "Add, Edit, or Delete Credit Card" in Customer Account. Credit card numbers cannot be changed, because we completely isolate the information from the Internet for your security, except for the last four digits. If you feel that you have incorrectly entered your credit card number, add the credit card once again, and then delete the previously entered details.

  Changes made to your credit cards will not be reflected on your existing orders. To reflect changes you've made, please contact us by e-mail. To change the credit card used for an order, please make sure to add the credit card you'd like to use first, and then contact us. We won't be able to reflect changes you've made or to change the credit card used for orders that have already been shipped.

  IMPORTANT: For your security, do not send the full number of your credit card by email for any reason or purpose. Please send only the last four digits. Also, make sure to send us your email using the one associated with your Customer Account so that we can correctly identify you. To read our Security&Privacy policy, please click here.

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• Closing Your Customer Account
  To close your account, click on "Close Your Customer Account" in Customer Account. By closing your account, the information saved on it will no longer be accessible by any person, including yourself.

  If there is any order on the account that has not been shipped yet, it will continued to be processed even if the account has been closed. If you would like to cancel it, please make sure to cancel it before closing your account. Closing your account will not cancel existing orders.

  Once the customer account has been closed, we will not be able to reactivate it. Any Frequent Shopper Points earned will no longer be available.

E-mails You Receive From Us

• Confirmation E-mails
  You will receive confirmation e-mails from us sent to the e-mail address on your customer account after you have created your account. You will also receive a confirmation email after we have received an order and after changes have been made on your order, summarizing the order details. After your order is shipped, shipping confirmation will also be sent.

  If you do not receive above e-mails, please check the following:
  

  • Is your e-mail address registered correctly?
  • Are our e-mails being blocked from your mailbox?
  • Is your e-mail address valid at this time?

  You will not be able to place an order if the e-mail address is not valid, or our e-mails to you are being blocked.

• Update/Notice E-mails
  While availability is updated everyday, we occasionally encounter unexpected delays. Whenever we do, we update your Order Status you can view by signing into Customer Account. Also, we send an e-mail to let you know about the update. Sometimes, items unexpectedly become unobtainable, and we also let you know by e-mail in such cases.

  In some cases, the shipping charge may be subject to an update at the time of shipping, when actual order weight becomes available. For the final shipping charge of your order, please refer to the shipping confirmation e-mail or the Order Details you can view by signing into Customer Account. The amount shown in the packing slip enclosed with the order will not reflect the change. In case it increases by more than 1,000 yen, we will let you know in advance before actually shipping your order.

  We process credit card orders upon receiving authorization from your credit card company. In case we are not able to receive authorization, we will notify you by e-mail.

E-mail Preferences and Subscriptions

You can subscribe and unsubscribe to any of our newsletters and set your mail preferences in your customer account by clicking on E-mail Preferences and Subscriptions link, and also at the time you create your customer account.

Coupons and More!
We occasionally send mails with coupons and information on service upgrades to customers who choose to receive them. Please note that regardless of whether you choose to receive them or not, you'll still receive the mails detailed under E-mails You Receive From Us.

Newsmails
Newsmails are CDJapan's free weekly newsletters packed with information on the latest releases in Japan. Subscribe to them to stay up to the time on new releases, and also to obtain information on preorder bonuses!

Following Newsmails are available:
JPOP
Anime/Game CDs & DVDs
Anime Collectibles (Figures, etc.)
Movies/TV Shows
Pop and Rock
Tokusatsu (Sci-Fi Live Action)

Artist Newsmail
Receive mails whenever new items from your favorite artists, directors, and actors become available for ordering. To receive them, create and manage your Artist Newsmail list. Also, your list will be updated automatically based on your purchases, unless you choose not to have it updated.