Service Improvements from Customer Feedback

Your Feedback Matters! Here we list service improvements that we made based on customer feedback.

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.