Service Improvements from Customer Feedback
Your Feedback Matters! Here we list service improvements that we made based on customer feedback.
Dec.15, 2025 Extra Protection Option Available
Customer Feedback
- Can you add extra bubble wrap for my products?
What’s the situation?
To prevent damage to products during shipping, CDJapan places great importance on sturdy packaging. However we would still receive requests to add more protection from customers. On the other hand, some of our cutomers do not like excessive packaing material.
Improvement
To address this, we have introduced an Extra Protection option in our order flow with a flat rate of 800yen. By doing so, only customers who wants added protection can choose this option.
- Individual Packing + Corner Protectors: Each item is wrapped individually in bubble wrap and reinforced with corner protectors.
- Double Packing + Corner Protectors: Similar item groups are double wrapped with bubble wrap and reinforced with corner protectors.
See here for details on how the extra protection will be handled.
Nov.25, 2025 Order Status Alerts to Improve Customer Experience
Customer Feedback
- Why is my order not shipped out?
What’s the situation?
This is the No. 1 inquiry we receive from customers. There are many reasons an order may not have shipped yet—for example, the item may be a pre-order that has not been released, or the shipping address may need to be corrected.
Improvement
To reduce the need for customers to contact us, we implemented an alert system within the customer account page. When customers log in, they can now see the reason their order has not shipped. If any action is required, clear instructions are displayed upon clicking the alert. This improvement helps customers get answers immediately and reduces the time spent making inquiries.
Nov.6, 2025 Introduction of Reduced Tax Rates
Customer Feedback
- Books are VAT free in my country so why are you charging VAT for books?
What’s the situation?
Previously our website could only calculate a flat rate based on the standard VAT rate for the country. So even if your product was qualified for reduced VAT rate, we had to charge you for the standard VAT rate for the item for VAT advance payment, or had to ask you to pay VAT upon delivery.
Improvement
We have improved our website so that customers who have chosen to pay VAT advance payment are applied with reduced VAT rates for applicable products.
See more details here
Oct. 20, 2025 Better Transparency for Backordered Items
Customer Feedback
- My item was canceled. Why do you sell items that are unavailable?
What’s the situation?
When a product is labeled “Backorder: Usually ships in 2–4 weeks,” it generally means the item has not been discontinued but is currently low in stock.
Even when we contact our suppliers to confirm restock dates, they often cannot provide a clear timeline. If an order cannot be fulfilled within four weeks, we must assume the item is unavailable and cancel the order.
Some customers still prefer to place orders for backordered items, even knowing there is a possibility of cancellation after a longer wait. For this reason, we continue to list these items on our website.
Improvement
We understood that it is frustrating to get canceled after waiting for a long time so we have improved our availability mails by adding the most recent availability based on our recent records so that the customers could decide for themselves, whether they should cancel right away or wait until the maximum period to see if the item would be fulfilled.
Our availablity emails now have the average amount of date that the item took to arrive to our warehouse.
Oct.1, 2025 Optimal Box Selection Algorithm to Help Lower Your Shipping Costs
Customer Feedback
- Why do you charge additional shipping fees later on?
What’s the situation?
Shipping fees are determined by the weight and volume of the shipping box. However, many products do not have accurate three-dimensional data registered, which makes it difficult to calculate the accurate shipping fee at checkout.
As a result, we have been charging customers based on estimated shipping fees at checkout. When the actual shipping fee differed from our estimate after packing, we had to request an additional payment.
Improvement
We have introduced an Optimal Box Selection Algorithm. For products that have complete dimensional data registered, our system automatically selects the smallest possible box that fits your items, leading to a more accurate estimation of shipping fees.
This improvement allows us to:
* Simulate the lowest possible shipping cost based on the combination of items.
* Select packaging that minimizes unused space, reducing the risk of damage during transit.
* Automatically determine whether size-restricted shipping methods can be used.
Sep 12, 2025: U.S. Duty Prepayment Now Available with FedEx FICP
Customer Feedback
- Since the de minimis exemption has ended, it would be very helpful if we could prepay the duties. Could you update your system to enable this option?
What’s the situation?
Previously, U.S. customers were exempt from duties on goods valued under USD 800. However, with the end of the de minimis exemption, all orders are now subject to new customs duties. This could lead to unexpected charges after receiving the package.
Improvement
We promptly updated our FICP system to allow customers to prepay duties and clearance fees during checkout. This ensures they are not faced with unexpected charges and enables faster, smoother delivery.
July 1, 2025 Shipping Fees Now Displayed for Split Orders
Customer Feedback
- It's difficult to decide whether to proceed with the order when an order is split in 2 parts, as shipping fees for the second or subsequent shipments are not shown in advance.
What's the situation?
When an order cannot be shipped as a single shipment—due to size or different release dates—our system automatically splits it into multiple shipments. And like the customer pointed out, our system was not showing the shipping fees for the latter order.
Improvement
We understand the importance of knowing the total shipping cost before placing an order. To address this, we have added a shipping fee calculator during the checkout process when an order is split into multiple parts.
June 20, 2025 Restriction Lifted for Book Orders to Turkey
Customer Feedback
- Your website does not let us customers from Turkey order more than 30 EUR due to high taxes.
However books are exempt from taxes in Turkey. Please let us order books.
What's the situation?
Previously, all orders to Turkey were limited to a maximum total of €30 (approx. ¥4,600) in an attempt to protect our customers from getting charged with high taxes.
Improvement
We confirmed the information and updated our system accordingly. Now, orders to Turkey that contain only books (media type: BOOK) can be placed up to a total of ¥23,000, including shipping.
April 7, 2025 Pre-Order Deadline for Collectibles
Customer Feedback
- Can you tell us by when should I place a pre-order for a collectible item?
What's the situation?
Some customers wanted to know by when they should place their order so as not to miss out.
Improvement
We decided to list the pre-order deadline on the product page so that it would work as a reference for our customers.
See here for details.
March 28, 2025 Alert Added when VAT Payment Switches
Customer Feedback
- Why am I charged VAT upon delivery when I chose to pay VAT advance payment?
What's the situation?
For example for the EU, you can only choose VAT advance payment if the subtotal is below 150 EUR. Say if your order was first selected with VAT advance payment and later on you've added some items and made the subtotal over 150EUR. Then your order would automatically switch to VAT paid upon delivery without prior notice.
Improvement
In order to make this change more visible to the customer, we have put up the alert below.
- VAT payment will be "Pay upon receipt of goods" after this addition.
We've also listed the limits for respective countries so that customers can be aware of it as well as a chart on our help page.
Jan. 10, 2025 Alert Added for Selecting "No External Bonus" Option
Customer Feedback
- How come I did not get the external bonus?
What's the situation?
If you have selected not to include the external bonus on your previous order, your next order will automatically carry on that option on the next order. Sometimes customers will forget that the option was selected and will expect to receive the bonus.
Improvement
If the order is selected with the "Do not include external bonus with my order" option,
we've added the following alert to your customer account in bold red letters, so that customers are more likely to be aware that the option is selected.
- You have chosen not to include external bonuses with this order (if any).
See External Bonus Preference for details on why we offer this service and how you can select/deselect it.