If I purchase an item in stock and a pre-order, will those 2 items ship in the same order?
As long as you were able to place items in the same order, those items will ship out in one package.
If for any reason, we can not ship multiple items in the same order, there will be an alert shown when you place the order and we will issue 2 separate order numbers for the 2 different orders.
If you would like to have each item ship out as they become available, please place your orders separately. This will mean that you will have to pay separate shipping fees for each package.
Reasons why you may not ship in the same order
- Your order includes an item that won't become available for more than 60 days after the rest of your order is available
- There is at least one item that may not be sent physically together with any different types of products due to its size or shape
How much is the shipping charge?
It depends on the shipping method you choose.
To calculate the shipping charge for any item or combination of items, use the Shipping Charge Calculator in shopping cart in following steps.
- Add items to shopping cart
- Select your country under the Shipping Charge Calculator
- Click on the Calculate button
Can I edit my shipment?
Credit Card
You can edit your order as long as it has not entered the shipping process and if your credit card status is "Authorized". To move items to another order, or to send an item separately, sign in your Customer Account and click on the order you'd like to edit in your Order History. In the details page, click on the Move items to another shipment button.
If your credit card status is "Finalized", go to the Debit card section below as they will be handled the same.
Debit Card
You can not add on items to your order if you have used a debit card. You can only cancel items. If you wish to cancel, contact our customer support. The refund will be processed in shopper points.
Paypal
You can cancel items from Paypal orders. To add or move items, you must sign a billing agreement with Paypal to do so. To combine orders for orders paid by Paypal accounts with no billing agreements, you must cancel your orders, receive a refund, and re-place them how you want them to be.
Cash
You can edit your order as long as your order has not been processed.
Shipping Address / Method
Note that we can only change your order if it has not entered the shipping process. Also our customer support is closed during the weekends, so we will not be able to respond immediately to mails received during that time.
-Changing Address To change your address, add your new address to your shipping address list in your customer account and don't forget to email us to update the address for your preferred order. If you ordered without creating an account, just write your new shipping address in the email asking to change the address.
-Changing Shipping Methods To change shipping methods for personal reasons, just send an email to us specifying your preferred shipping method.
If you received an email from us notifying that your current shipping method has been suspended, you can change the shipping method by signing into your customer account and clicking on the order number. There you will see a button to make a Shipping Method Change Request.
Why did my shipping charge increase?
We tried to avoid that by covering extra costs on our end, as much as possible. All shipping companies determine the postage primarily based on the total weight of the package, plus FedEx and DHL charges an additional fee based on the volume of the package. Accurate weight and dimensions of items do not become available until they are actually available physically.
So, in case the difference proves to be too great, we will update the shipping charge and then contact you by email for your approval before proceeding to ship your order. Please note that if we do not hear from you in one week after we contact you, we will send your order to prevent delays.
Will I receive a shipping confirmation mail?
Yes, you will receive a shipping confirmation mail when the package ships out. Even if you see your order status change to "Shipped" in some cases we may send out the shipping confirmation mail until a couple of days after the shipment (especially if your package ships out on a Friday). This is because if we send these mails with the tracking information too soon, you will not see any tracking information updated.
Where is my tracking number?
Check whether you are using a traceable shipping method from [here] URL.
If you are using a traceable shipping method, you will receive the tracking number in your shipping confirmation mail
and also in the order detail page from your customer account.
Where can I track my package?
Important Note
Some countries are still in an experimental stage with posting tracking service. In such case, the tracking information will stop once it enters your country. However it does not mean that your package is lost. For countries that do provide tracking service, you can find information posted from the links listed here.
Can you declare a lower value?
No, we will declare the value accurately as required to comply with all laws and regulations. This is to ensure that customers are able to receive their orders safely.
As a customer living out of Japan, you will never pay the Japanese 10% VAT (Value Added Tax), unless you ship your package within Japan.
Be aware that some Japanese online shops cheat customers indicating those 10% VAT as discount which is definitely not!
Your package may be subject to your local customs tax and VAT. These extra charges are forms of tax that are not included with CDJapan prices or our shipping charge.
We are required to declare the value of prices paid for items accurately on the package to ensure that your package arrives without serious troubles at customs. Japan regulation and Japan post required us to indicate the right value on the package so we do NOT undervalue.
Custom officials generally have warnings about consequences such as the following information that the UK customs officials share on their website : "Some websites will offer to show a value on the Customs Declaration that's much lower than the actual price paid so that you don't have to pay duty and/or VAT when the goods enter the UK. This is wrong: if you're ordering goods over the Internet, it is in your own interest to make sure that the sender abroad makes a complete and accurate declaration. If any declaration is made, or the information is inaccurate, the package may be delayed whilst the UK Border Agency makes further inquiries, or in some cases the package and its contents may be seized and as the importer of the goods you will be liable for any charges."
Why is my package not shipped out?
Common reasons are...
Not Released Yet
Please sign into your account to check if all items you purchased are already released.
Not Fufilled Yet
Not all items have not been fulfilled by our supplier yet.
Many of our products are not in stock. They are on "Backorder". Back order means that once we receive your order, we will order the item to our supplier. On every product page, we state the estimated period to obtain the product from our supplier in the "Availability" section. If it is still within the indicated time frame, it means that we are waiting for our supplier to deliver the product.
Most of our suppliers will not give us any response to our inquires on the estimated arrival date. So we set the availability period based on a calculation using our past fulfillment record. Therefore the availability period that we show on our website is the most accurate information that we have.
Say if your product says "Availability/ Backorder:Usually ships in 1-3 weeks". Even if you contact us on week 2 asking for an update, we will not be able to give you any new information other than what we have on our website already. If there are any updates, we will email you.
Why can't I modify my order?
Listed below are common reasons why an order cannot be modified such as adding items, splitting an order, or combining with other orders.
Order can not be modified when...
- it contains proxy item (catalog # NEODAI)
- it designates a packaging type
- it contains a product that can not be modified
- the order is eligible for free shipping
- it is applied with GST (Orders from New Zealand and Australia)
- your payment method has technical restrictions such as...
1.when credit card is already charged
2.you have not signed a billing agreement with Paypal
3.Paypal order is over 180days from ordering date