How to Order

• Steps To Place Your Order
• How To Calculate Shipping Charge
• Redeem Points for Discounts
• How To Change Your Order
• How To Cancel Your Order
• Envelope Option (Discreet Packaging)
• Gift Options
• Search Tips

Steps To Place Your Order

Place your order in steps below.

1. Add to Cart
   
   All items you add to your shopping cart will be included in your order to be sent together in one package. If you prefer to have items sent separately, order them separately.
   
   However, it may not be possible to send all items together, if they are too large. Our site will separate the items whenever it determines that it's not physically possible to send them together.
   
   Also, if there is any future release that won't become available for longer than 60 days after the rest of your order becomes available, our site will separate them. The reason is, it's not practically possible for us to hold on to the item specifically for your order for so long.
2. Proceed to Checkout
   
   After you proceed to checkout, create your customer account if you are a new customer. A verification email will be sent to your email address after you enter your information. Proceed to select order options after your email address is verified.
   
   If you are a returning customer, sign into your customer account to proceed.
3. Payment
   The timing when your payment is finalized depends on the payment method you choose. In case of Credit Card, the payment is finalized after your order is shipped. In case of PayPal and Alipay, your payment is finalized when you place your order.

How To Calculate Shipping Charge

Shipping charge varies depending on the shipping method and also on the country where you're sending your order. Calculate the shipping charge for any item or combination of items using the Shipping Charge Calculator in your Shopping Cart.

1. Add to Cart
   
2. Calculate
   In your shopping cart, select the country you'd like to send your order to and then click on the Calculate button. The shipping charges for all shipping methods that are available will appear.
   
   You will also be able to view and compare shipping charges for all available shipping methods when you proceed to check out in the Shipping Methods step before you actually place your order.

Redeem Points for Discounts

Redeem your Frequent Shopper Points for discounts when you place your new order.

1. Proceed to Checkout
   Continue until the Order Summary page.
2. Edit Button
   Under the Total amount of the item price and the shipping charge, there is a section that says Redeem Points, where the current balance of points you have in your customer account is shown. Click on the Edit button.
3. Apply
   On the page that appears after you click on the Edit button, enter the amount of points to redeem and click on the Apply button.
   
   If you have enough points to complete your payment fully by redeeming your points, Full Amount by Points appears as one of the available payment methods during the checkout.
   
   Please note that is not possible to redeem points on any already existing order.

How To Change Your Order

Listed below are changes to orders that customers often make. It is possible to make some of them online in customer account, but you need to contact us by email (info@cdjapan.co.jp) to make some of the changes.

Important Note About PayPal
It is not possible to make any change to an order paid with PayPal that would result in any change in the total amount. This is because it is not possible to modify the amount of any PayPal transaction that's already been finalized. So, the easiest and quickest way to make a change would be to cancel your order first. Contact us by email to do so. Place your order again after we issue a full refund via PayPal.

Add Items to an Existing Order

To add items to an exiting order in your customer account, click on the Add Items to Open Order button in your shopping cart.

Please note that this change is possible only if the payment method of the order is Credit Card, International Postal Money Order, and Cash Payment before the payment has been finalized. If the payment method is PayPal or Alipay, cancel the item first and reorder them together as you prefer. We will issue a partial refund if you cancel your order partially.

Move Items from One Order to Another

Move an item to another order or to send it separately on its own.

1. Select Order in Customer Account
   Sign into your customer account and click on the order number.
2. Select Order to Move Items To
   Select the item to move. Then select an order to move it to. Before you complete the change, you will be able to preview the new total amounts of both orders.
   
   Please note that this change is possible only if the payment method of the order is Credit Card, International Postal Money Order, and Cash Payment before the payment has been finalized. If the payment method is PayPal or Alipay, cancel the item first and reorder them together as you prefer. We will issue a partial refund if you cancel your order partially.

Change Shipping Address

If you add a new shipping address or make any change to any existing shipping address in your customer account, it will take effect on orders you place afterwards. To select the shipping address, or to reflect the change to any existing order, please make sure to contact us by email (info@cdjapan.co.jp) and let us know the order number.

Important
Please make sure to add your new shipping address or make a correction before you contact us. Sending an order to a different country may result in a significant change in your shipping charge.

Change Shipping Method

Contact us by email (info@cdjapan.co.jp) and let us know the order number, and the shipping method you prefer.

Please note that this change is possible only if the payment method of the order is Credit Card, International Postal Money Order, and Cash Payment before the payment has been finalized. If the payment method is PayPal or Alipay, cancel your existing order first and then select the shipping method you prefer when you reorder.

Change Payment Method

It is not possible to change the payment methods because orders are processed completely differently depending on payment method. However, it is possible to change credit cards, because we do not finalize the payment until after sending the order when the payment method is credit card.

Change Your Credit Card
Sing into your customer account to add the new credit card details. After that, please contact us by email (info@cdjapan.co.jp) and let us know the order number and the last 4 digits of the credit card you'd like to use. For security reasons, do not send your credit card number by email.

How To Cancel Your Order

Cancellation is possible online in your customer account while the status of the item is Processing.

After the item has been Processed, it is possible to process cancellation only by contacting us by email (info@cdjapan.co.jp). If the payment method is the payment method is PayPal or Alipay, the only way to cancel any item is to contact us by email, regardless of the status. This is because we will have to process a partial or full refund manually.

Envelope Option (Discreet Packaging)

To have your order sent in a compact plain envelope, select the Send my items in a plain envelope option in the Shipping Address and Gift Options step when you proceed to checkout. Some physical restrictions apply as detailed at the bottom of this section. For example, due to the size of the envelope, it won't be possible to include any external bonus such as posters if this option is selected. Please also note that customs duties and import VAT are still applicable.

Packaging Method

The order will be placed inside a plain envelope without padding, after the item is packaged using bubble wrapping and carton material (H3cm x W26cm x D20cm) for protection.

Shipping charge

Currently, this option is free of any additional charge.

Important Notes

1. Only a regular CD, Cardboard Sleeve CD, and DVD is possible for this option.
   a. Up to 2CDs are possible. CD with bonus DVD counts as 2CDs.
   b. Only 1 DVD is possible. Double DVD is also possible.
   c. The option is not possible for an order including both CD and DVD.
   d. Not possible for BoxSet or any other large item.
2. It is possible to send the order as a Gift (mark customs forms as gift), but Gift Bag is not possible in case this option is selected.
3. It won't be possible to include any external bonus such as posters due to physical limitations. If there is any bonus that does not fit inside the envelope, your order will be sent without it.
4. It is possible to make changes to your order online (combining orders, moving items, shipping items separately, adding items) after choosing this option. However, your order will be sent with regular packaging in case your order does not meet with the above conditions as a result of any change.

Gift Options

Following two Gift Options are available under the Shipping Address and Gift Options step.

Mark the customs form as a gift

If you select this option in the Shipping Address and Gift Options step, we will mark the customs forms attached to your order as a gift.

By marking your package as a gift, the customs officials will see that the package has been sent as a gift. Also, prices of items won't be printed on the packing slip included with your order.

However, it does not necessarily mean that the package will be free of the applicable customs duties and import VAT. The recipient of your gift will be responsible for these charges that may be collected by the customs officials. Also, we will still be required to declare the prices you paid for the items on the customs forms accurately on the outside of the package.

Please note that this option is independent from the

Gift Bag and Gift Message

Gift bags are available in various designs and sizes. By selecting one, we'll also include a greeting card and print your gift message and include it for free.

Search Tips

• Enter keywords separated by space to show results including ALL of them.
• Add an asterisk in front or back of the keywords (*keyword or keyword*) to show forward or backward matches.
• To search by Japanese keywords, click on the Search by Japanese Keywords link, and enter the keywords. Please note that the Japanese keywords in the search field may not appear properly when results are shown. In that case, enter the keywords again if you would like to repeat your search.
• If searching by catalog number, make sure to include all hyphens and characters included in the official catalog number. If you have difficulty finding an item by catalog number, try adding a "DAK" in front of the number ("NRJ-14," -> " DAKNRJ-14 ").

Search by Japanese Keywords

Use Japanese Keywords Form to search by Japanese keywords. Unexpected errors may occur if you search by Japanese Keywords using the Regular Search Form.

If you still cannot find the item you're looking for on our website, then please let us know as much details related to the item as you can by e-mail(info@cdjapan.co.jp).

Credit Cards and Debit Cards

We accept VISA, MasterCard, American Express, Diners Club, JCB. We also accept VISA Check Card, Visa Electron Card issued as a credit card, and Debit MasterCard.

Credit Card Payment Process
When you place your CDJapan order, combine orders, move items from one order to another, or add items to your order, an electronic request is sent to the issuer of your card to either authorize or decline the transaction for the amount of your order.

Your order is processed once they authorize it. The process is normally completed soon after you click on "Place Order" button. In case authorization is declined, your CDJapan order won't be processed. If that happens, you will either see an error message, or receive our "Authorization Declined" notice by email.

At this point, CDJapan does not make the charge, and the issuer of your credit card does not bill you, yet. However, the amount of your order will be blocked from your card account as soon as they authorize it.

Depending on your credit card, the amount may also appear on your card account details immediately as a pending charge. Please note that the company name may appear as "GMO Payment Gateway" which is the name of the credit card processing agency enabling Verified by Visa and MasterCard SecureCode on CDJapan.

CDJapan makes the charges on customers credit cards only after shipping the orders. It may take up to a few weeks before the charge actually appears on your billing statement under the heading "Neowing" which is our company name.

All CDJapan credit card transactions are processed in Japanese yen. The issuer of your card will convert the amount into your local currency when the charge appears on your billing statement, according to the exchange rate at that time.

Why was my credit card authorization declined?

Credit card authorizations may be declined for a number of reasons. For example, if insufficient funds are available on your credit card for the order you are about to place, or if your card is not valid for international transactions, the issuer of your card will decline it.

Also, all CDJapan transactions take place in Japan. Even if your card is valid for international transactions, the issuer of your card may still wonder if you are actually the one using your card. To keep it safe for the cardholders, issuers of credit cards may decline authorization requests from international companies.

So, in case your credit card authorization is declined, please make sure to contact the issuer of your card to find out exactly why they declined it, and ask them to resolve it for you.

Verified by Visa and MasterCard SecureCode

CDJapan supports Verified by Visa and MasterCard SecureCode offering added protection.

The issuer of your credit card will initiate the authentication process right after you click on the "Place Order" button.

You are not required to activate your credit card to place your CDJapan order. However, issuers of credit cards may prompt the cardholders to activate their credit cards whenever transactions take place at participating online shops, including CDJapan. When that happens, please consider activating your card for added protection. Activating it will be free of any charge.

PayPal

We accept payment by PayPal sent in Japanese Yen.

Select PayPal in the "Payment Options" step during the checkout. You will be redirected to PayPal website after selecting all order options. Follow instruction to complete your payment.

Your CDJapan order will be completed once your payment is confirmed.

Please note that the "Payment Options" step will be bypassed for repeat customers. For your first time to select PayPal, proceed to "Order Summary" step, click on "Edit" button for "Payment Method" and then select PayPal.

Please note that it may take up to 24 hours before the PayPal payment is confirmed.

If you are using a checking or savings account as your funding option through PayPal, it will take additional 3-4 business days before the payment is completed and for your order to be processed. Until then, the status of your CDJapan order will be pending.

PayPal Express Checkout

CDJapan supports PayPal Express Checkout, making it easy for first time customers to place orders. To place your first time order and pay with PayPal, add items to shopping cart and click on the ¡ÈCheck out with PayPal¡É button to complete your order in a few easy steps.

Before you place your order, make sure that the address you have registered with your PayPal account is the current one where you'd like to receive your order.

Create CDJapan Customer Account

After you place your order, the order receipt page appears that says "Thank you!" Create your customer account linked to your order by creating your CDJapan password at the bottom of the page.

Benefits of Creating CDJapan Customer Account

1. Receive Coupons
   We offer coupons based on the amount of your purchase (learn more).
2. Earn Frequent Shopper Points
   We offer points each time your order is shipped that you may redeem as discounts the next time you place orders (learn more).
3. Useful Features in Customer Account
   View order status online and subscribe to various newsletters we send.

Returning Customers

PayPal Express Checkout is only for first time customers who do not have CDJapan customer account, yet. To place your order, click on the ¡ÈProceed to Checkout¡É button and sign into your customer account.

Important Notes:

1. To cancel your CDJapan order paid by PayPal, please contact us by email. Please make sure to include your order number. If you're only cancelling specific items included with your order, please include the catalog number. We'll provide you with a refund through PayPal upon processing cancellation.
2. Orders paid by PayPal cannot be modified (combining orders, moving items, shipping items separately, adding items).
3. "Ship future releases as they are released" option is not available when payment method is PayPal. Please place separate orders.
4. Your CDJapan order will be cancelled in case your PayPal payment isn't completed in 10 days.
5. While availabilities are updated everyday, there may be unforeseen delays. Items may also prove to be unobtainable unexpectedly. In either case, you will receive an update automatically by email. CDJapan will provide you with a refund through PayPal for the difference.
6. First press editions may be sold out between the time you place your order, and the time your order is processed. In such a case, the regular edition will be sent.
7. Shipping charge and the shipping method may be subject to an update, depending on the size and the weight of the order, and there may be an additional charge in either case.
8. PayPal is available in more than 100 countries, but if PayPal is not available in your country, please select another payment method.
9. PayPal applies currency exchange rate fee for each cross-border transaction.
10. It is not possible for us to reply to any note attached to PayPal payments through "Add special instructions to merchant" feature, because we receive a very large number of payments daily. If you have any question, please make sure to contact our Customer Service Department by email (info@cdjapan.co.jp).

Alipay

Select Alipay in the "Payment Options" step during the checkout. You will be redirected to Alipay website after selecting all order options. Follow instruction to complete your payment.

Your CDJapan order will be completed once your payment is confirmed. Please note that it may take up to 24 hours before the Alipay payment is completed. Until then, the status of your CDJapan order will be pending.

Please note that the "Payment Options" step will be bypassed for repeat customers. For your first time to select Alipay, proceed to "Order Summary" step, click on "Edit" button for "Payment Method" and then select Alipay.

Important Notes:

1. To cancel your CDJapan order paid by Alipay, please contact us by email. Please make sure to include your order number. If you're only cancelling specific items included with your order, please include the catalog number. We'll provide you with a refund through Alipay upon processing cancellation.
2. Orders paid by Alipay cannot be modified (combining orders, moving items, shipping items separately, adding items).
3. "Ship future releases as they are released" option is not available when payment method is Alipay. Please place separate orders.
4. Your CDJapan order will be cancelled in case your Alipay payment isn't completed.
5. While availabilities are updated everyday, there may be unforeseen delays. Items may also prove to be unobtainable unexpectedly. In either case, you will receive an update automatically by email. In case items are partially canceled fromyour order, CDJapan will credit your customer account with Frequent Shopper Points to reimburse you for the difference. In case the whole order is canceled, CDJapan will provide you with a full refund through Alipay.
6. Shipping charge and the shipping method may be subject to an update, depending on the size and the weight of the order, in that case, we will let you know by email.
7. If you have any question, please make sure to contact our Customer S ervice Department by email (info@cdjapan.co.jp).

International Postal Money Order

IPMO is a safe and reliable method of remitting payments internationally. It is a service provided by the post office in these countries. If you are located in a country that is not listed, then please consider another payment method we accept.

Your order will be processed once we receive your IPMO.

How to Get Your Payment Remitted by IPMO

1. Please visit your post office, and tell them you'd like to have your payment remitted to Japan by IPMO. In some countries, the post offices may refer to IPMO by different names. For example, in Singapore, the post office calls it "Foreign Money Order." Similarly, in Malaysia, the post office calls it "International Money Order."
   On the other hand, the post offices in some countries offer Western Union Money Transfer service, but since no Western Union Agent exists here in Tokyo, Japan, it is not possible for us to accept it. Similarly, it is not possible for us to accept MoneyGram or Travelers Express money order. Neither are we able to accept any type of bank draft, due to high financial charges.
2. You will then be asked to fill in a from. Specify your payment to be remitted either in Japanese yen or US Dollars. Please refer to the order confirmaion email you receive upon placing your order online for the total amount in both currencies.
3. Make your IPMO payable to:
   
   CDJapan (Neowing Corporation)
   1-10-15-3F Nihonbashi Horidome
   Chuo, Tokyo 103-0012, Japan
   
   
4. If possible, get your order number printed on your IPMO so that we can easily identify it to be your payement.
5. You pay your post office in your local currency. Your post office will perform a currency conversion for the amount of your payement when they charge you.
6. Your post office will remit your payment to us through Japan Post. We usually receive it in 1-2 weeks.
7. Your order will be processed once we receive your IPMO, and we will let you know by email.
8. If your post office requires you to write the name of the post office in Japan on the application form, please write Nihonbashi Post Office.

For US Customers Only:
The post office will give you an IPMO check physically (applies only to customers in the United States), and you will need to mail it to our address shown above. Please write our company name, our address, and your order number on it. If you receive "Postal Money Order," then tell them you need to receive an "International Postal Money Order." Since we are not able to process orders unless we receive your IPMO, we recommend you to get it registered when you post it, and signature will be required when we receive it. We are not able to take responsibility if your mail gets lost.

IMPORTANT NOTES:

1. We are not able to accept any other type of money order, check, or bank draft. If your country is not listed here, then please select another method of payment we accept.
2. In case we do not receive your IPMO within 6 weeks, your order will be cancelled.
3. While availabilities are updated everyday, unexpected delays and shortages may occur. Also, items may unexpectedly prove to be unobtainable. If that happens, the item will be cancelled from your order, and we will redeem the amount of your payment for the item by adding it to the balance of your Frequent Shopper Points.
4. First press editions in your order may be sold out by the time we receive your IPMO. In such a case, only the regular edition can be sent for your order. To try to prevent this, please get your IPMO remitted to us at least two weeks before the release date.
5. In some cases, the shipping charge may be subject to an update, and there may be additional charges.

Cash Payment

We accept cash payment in Japanese yen and in US Dollars. Please refer to the order confirmaion email you receive upon placing your order online for the total amount in both currencies.

Your order will be processed once we receive your cash payment.

Make sure to get the envelope containing your cash payment registered, or send it using a courier that requires signature of recipient upon delivery.

1. Please round your payment. Do not send any coins.
   
   US Dollars
   Please round down the amount less than a dollar and send bills only.
   Example: round $36.23 down to $36.00
   
   Japanese yen
   Please round up the amount less than 1,000 yen and send bills only.
   Example: Round 1,230 yen up to 2,000 yen. The change in the amount of 770 yen will be added as 770 points to the balance of your Frequent Shopper Points.
   
   
2. Enclose your cash payment in an envelope. Please make sure to include your order number in the envelope so that we can identify your payment as the one for your order.
3. When sending it by post, please make sure to get it registered at your post office. When a mail is registered, it requires signature of recipient upon delivery. You can also send it using a courier that requires signature of recipient upon delivery. We are not able to take responsibility if your mail gets lost.
4. Send your cash payment to the following address:
   
   CDJapan (Neowing Corporation)
   1-10-15-3F Nihonbashi Horidome
   Chuo, Tokyo 103-0012, Japan
   
   
5. Your order will be processed once we receive your cash payment and we will let you know by email.

IMPORTANT NOTES:

1. In case we do not receive your cash payment within 6 weeks, your order will be cancelled.
2. While availabilities are updated everyday, unexpected delays and shortages may occur. Also, items may unexpectedly prove to be unobtainable. If that happens, the item will be cancelled from your order, and we will redeem the amount of your payment for the item by adding it to the balance of your Frequent Shopper Points.
3. First press editions in your order may be sold out by the time we receive your cash payment. In such a case, only the regular edition can be sent for your order. To try to prevent this, please send your cash payment at least two weeks before the release date.

Verified by Visa and MasterCard Secure Code

CDJapan supports Verified by Visa and MasterCard SecureCode for added protection. The credit card companies and the issuer of your credit card provide the services to ensure that only you, the authorized cardholder, is able to place your order by performing authentication. To activate your credit card, please click on the above logo to create your own password/SecureCode.

Once your Visa Card/MasterCard is activated, your card number will be recognized whenever you shop at participating online shops, including CDJapan.

You can also place your orders without activating your VISA Card/MasterCard. Although many credit card issuers in many countries now participate in Verified by Visa and MasterCard SecureCode, the services may not be available in some cases. You can also place your orders using American Express Card and Diners Club Card, although similar services are currently not available.

On the other hand, if the issuer of your credit card participates in either of these services, you might be prompted to activate your credit card before you place your order.

Authentication Process

If your credit card is activated, authentication process begins when you place your order by clicking on place Order button. You will be connected to the secure server of the issuer of your credit card where your password/SecureCode is required. Your identity is verified in this process to ensure that you, the authorized cardholder, are placing your order. Authorization process immediately follows, and order will be finalized once we receive authorization. The process takes 5-60 seconds. Please make sure to wait until it is completed.

When Will My Order Ship?

Availability is displayed on the details page of each item to show how long the item is expected to take before it becomes available for shipping

Items Past Release Dates
An approximate span of time it takes for the item to become available for shipping is displayed.

• In Stock
  This information is shown to clarify that the item is in our stock, and we are usually able to ship it in 1-2 days.

Pre-release Items
We are able to ship items on the release date if they are pre-ordered early. However, it may take additional time if they are pre-ordered right before the release date, or if supplier has received more pre-orders than they are able to fulfill on the release date. An approximate span of time is displayed in such cases.

• May take up to 1-2 weeks after the release date
  This information is shown for some items such as collectibles and figures that often take extra time to be manufactured. While manufacturers try to make them available by the release date, it may take 1-2 weeks after the release date for them to become available.

Important Notes
Availabilities are based on information that suppliers provide, based on the average time it previously took them to fulfill orders. While they update the information frequently, items may take extra time when orders are actually processed. Items may also prove to be unobtainable even tough it's still shown to be available. In case items delay or prove to be unobtainable, we update customers automatically by email providing an updated estimate of time. Please also note that since the procedure is automated, the reason for delay isn't provided.
Items Not Available For Orders
An item is no longer available for orders if either of the followings is displayed.

• Out of Print
  The item is sold out already, and it is no longer in production. It won't become available again for orders.
• Release Cancelled
  The item is not going to be released anymore.
• Release Postponed
  The release date of the item has been postponed, and the new release date has not become available.
• Currently Out of Stock
  Suppliers may decide to manufacture more of the item, but no details has become available as to how long it may take before the item is back in production.

For items that have not yet been released:

• Usually ships in 1-3 business days following release
  The item is expected to become available for shipping in 1-3 business days after its release date.
• Usually ships in 2-5 business days following release
  The item is expected to become available for shipping in 2-5 business days after its release date.

What to do in case of delay?
We send an order once all items included are available, so if any item delays, the shipping of your order delays until it comes in. Following options are available.

• Cancel Delayed Item
  Cancel delayed items so the rest of your order may be shipped sooner. To do so, please contact us by replying to our email update or send us an email (info@cdjapan.co.jp). Please include your order number and the catalog number of the delayed item. Whenever possible, and if the payment method is credit card, delayed items become available for cancellations on the website in Customer Account. If this were possible, it would be indicated in the email update so that you may cancel the item without contacting us.
  *If you paid for your order by any other payment method, including PayPal, please contact us to cancel the delayed item. We will process refund at the same time canceling the item for you.
• Send Orders Separately
  Sign into your Customer Account and click on the "Ship Items Separately" link. Please note that this option is available only if the payment method of your order is credit card.
  *If you paid for your order by any other payment method, including PayPal, please wait until your order is fulfilled and shipped.