FAQ
■ Common
Q. Where is the email from Japan Shopping Service?
A. Please check your spam folder.
Some emails to Hoemail, outlook, live, saunalahti and yahoo are rejected by their email server. Please use Gmail. Please check your spam folder first.
We are experiencing delivery issues with certain email providers, specifically Hoemail, Outlook, Live, Saunalahti, and Yahoo, as their servers are blocking our emails. To guarantee receipt of our correspondence, we strongly advise using a Gmail address.
Some emails to Hoemail, outlook, live, saunalahti and yahoo are rejected by their email server. Please use Gmail. Please check your spam folder first.
We are experiencing delivery issues with certain email providers, specifically Hoemail, Outlook, Live, Saunalahti, and Yahoo, as their servers are blocking our emails. To guarantee receipt of our correspondence, we strongly advise using a Gmail address.
■ Order
Q. Which sites do you support?
A. We accommodate purchases from the vast majority of Japanese online retailers and auction platforms. However, certain specialized sites may be excluded.
Q. Which sites don't you support?
A. We currently do not support purchases from Surugaya, AmiAmi, Digimart, Dejitamijin, and Jimoty.
Q. Do you support transactions via SNS like Twitter, Facebook, and so on?
A. We do not support transactions through social networking services at this time.
Q. How many items can I put in an order?
A. The maximum number of items per order is 20.
Q. Can I add/remove an item in/from an order after placing an order?
A. We do not support adding or removing items from an order after it has been placed. Please submit a new order for any additional items.
Q. If an item price is different from the paid value, can you purchase the item?
A. We will cancel the item. Any overpaid amount from the initial payment will be refunded when all items in the order are received. If your paid value does not include the 10% sales tax, we will purchase the item and include this charge in the Final payment.
Q. Can I change an item after placing an order?
A. We do not support changes to an item after an order has been placed.
Q. Can I change a canceled item after placing an order?
A. We do not support changes to a canceled item after an order has been placed.
Q. When is the initial payment for a canceled item refunded?
A. The initial payment for a canceled item will be refunded when all items in the order are received.
Q. Can I place an order for an item that another customer has already ordered?
A. You may place an order for the item. However, priority will be given to the order of the customer who placed the order first.
Q. I have multiple accounts on your site. Can I combine and ship items from different accounts?
A. We do not support combining and shipping items from multiple accounts.
Q. Can I request a specific packing method from the seller?
A. We do not support making specific packing method requests to the seller.
Q. Can you acquire an item that is sold out because I want it?
A. We do not support acquiring items that are sold out.
Q. Why can I place an order for a sold-out item on your site?
A. You are able to place an order for a sold-out item on our site. We will refund your Initial payment within three business days.
Q. Can I purchase only a portion of an item?
A. We only support partial item purchases for Mercari and Fril, and only when the seller explicitly describes this option on the item page. Please include your request in the Custom Order Request field during the checkout process.
Q. Can I ask a seller a question or make a request?
A. We only support asking sellers questions or making requests for Mercari and Fril, and only when the seller explicitly describes this option on the item page. Please include your request in the Custom Order Request field during the checkout process.
Q. Can I ask a seller for a discount?
A. We only support asking sellers for discounts for Mercari and Fril, and only when the seller explicitly describes this option on the item page. Please include your request in your preferences in the checkout process. Please note that we do not support discounts exceeding 10%.
Q. Can I ask a seller about stock availability?
A. We do not support inquiring with sellers about stock availability.
Q. Can you send a photo of the item?
A. We do not support sending photos of items.
Q. Can I ask a seller to send a photo of the item?
A. We do not support requesting sellers to send photos of items.
Q. Do you support payment methods other than PayPal?
A. We currently only support PayPal.
Q. Can I use any surplus funds for other payments?
A. We do not support using surplus funds for other payments. Any overpaid amount from the Initial payment will be refunded when all items in the order are received.
Q. How many days can you store my items in your warehouse?
A. Please refer to our Storage Policy for details.
Q. Can you contact a seller about an ending auction?
A. We do not support contacting sellers about ending auctions.
Q. When will my ordered items arrive at your warehouse?When will my ordered items arrive at your warehouse?
A. It will arrive in about 1-14 days after an item is released. We will email you as soon as it arrives. Only for Mercari and Fril, we will email you that the seller has shipped to JSS.Items typically arrive at our warehouse approximately 1-14 days after their release date. We will notify you via email as soon as your items arrive. For Mercari and Fril orders, we will notify you via email when the seller ships the item.
Q. I am encountering an error message when making a payment. What should I do?
A. Please contact PayPal as we are not aware of any payment issues.Please contact PayPal directly, as we do not have access to information regarding PayPal payment issues.
Q. Can you confirm the authenticity of an item?
A. We are unable to verify the authenticity of any item. We cannot assume responsibility for counterfeit items, and no refunds will be provided in such cases.
Q. Do you support pre-order items?
A. Yes, we support pre-order items. Please note that we will process the purchase after confirming your order on our site. When ordering pre-order items and other items together, please be aware that all items will be shipped together once all items have arrived. For details, please refer to here.
Q. How can I confirm the release date of a pre-order item?
A. You can check the release date on your order detail page on our website.
Q. Can I cancel my order?
A. Unfortunately, we do not support order cancellations, and refunds are not available.
Q. What happens to items canceled by the seller due to reasons such as being out of stock?
A. If a seller cancels an item due to reasons such as being out of stock, we will refund the amount you paid for the item, including the item price, acquisition cost, and commission fee.
Q. Could you ask a seller about the stock status?
A. We do not support inquiries to sellers regarding stock status.
Q. I would like to see more pictures of an item, so please contact the seller.
A. We do not support requests to sellers for additional images of items.
Q. I want to acquire an item that is sold out.
A. We do not support the acquisition of items that are sold out.
Q. Do you support forwarding service?
A. We do not support forwarding services.
Q. What payment methods are available?
A. We only accept Paypal. Paypal balance payment, bank deposit payment and credit card payment are possible via Paypal. Please contact Paypal directly for the methods available to you.We currently only accept PayPal. PayPal balance payments, bank deposits, and credit card payments can be made through PayPal. Please contact PayPal directly for information on the payment methods available to you.
Q. Can you check for initial defects in an item?
A. We are unable to check for initial defects in items and cannot assume responsibility for such defects. No refunds will be provided for items with initial defects.
Q. Can you check if a site is a phishing site?
A. We couldn't take any responsibility even if an seller is a phishing site. Also, no refeunds will be given.
We will try to check a phishing site. However we can not check it 100%. Please check it and place an order on our site at your own risk.We cannot assume responsibility even if a seller's site is a phishing site, and no refunds will be provided in such cases. While we will attempt to check for phishing sites, we cannot guarantee 100% accuracy. Please exercise caution and place orders at your own risk.
Q. Can I combine items from multiple shops in one order?
A. Yes, we support combining items from multiple shops into a single order.
Q. Can I ask a seller to reserve an item?
A. We do not support requests to sellers for item reservations.
Q. Can I return or exchange a defective product?
A. We are not responsible for a defects. Please contact the manufacturer yourself.
■ Pack
Q. Is there a packing fee?
A. Packing fee is free. Please see Payment page for other fees.
Q. Are there any items that cannot be shipped together?
A. Items with different shapes cannot be shipped together. Umbrellas, posters , calendars and so on cannot be bundled with other items.
"Some shipping methods may not be available depending on the size and weight of the package received from the seller."
Please refer to Shipping method page.
You can also check the available shipping methods with Pack button on our header part.
"Some shipping methods may not be available depending on the size and weight of the package received from the seller."
Please refer to Shipping method page.
You can also check the available shipping methods with Pack button on our header part.
Q. How many days will it take for the invoice to arrive by email after I request packing?
A. Within 3 business days from the day following the packing request.
It may take more days than this due to the influx of orders.
It may take more days than this due to the influx of orders.
Q. Can you ship within Japan?
A. We don't support.
Q. Can I change which order to pack?
A. Once the order status is set to "Packing", it cannot be changed.
Q. Can I cancel a packing request?
A. Once the order status is set to "Packing", it cannot be changed.
Q. Can you pack and ship only part of my order?
A. We don't support. Please wait until we receive all items in an order.
Q. Can I specify a packing method?
A. You can select it from Well, Normal, minimum when you request to pack your order.
Q. Can you combine multiple orders?
A. Yes. We can. There is no fee to combine multiple orders.
Q. How to request to pack my order?
A. From the PACK button in our header part, you can specify an order to be packed, a shipping method, a packing method, and your delivery address.
Q. If items can not pack into one parcel for a shipping method, what you will do?
A. We will pack them into multiple parcels without prior notice. Packing fee might be charged.
■ Ship
Q. What is my shipping cost table?
A. Please refer to Shipping.
Q. What shipping methods avaialble?
A. Please refer to Shipping.
Q. What is upper limitation of size and weight?
A. Please refer to Shipping.
Q. Can I change a shipping method?
A. You can change the shipping method when you send Last payment on our site.
Q. Can I change my shipping address?
A. Once an order status is set to "Packing", it cannot be changed.
Please make sure when you request to pack you order.
Please make sure when you request to pack you order.
Q. I want to use a shipping method not supported by JSS.
A. We don't support it.
Q. Can I down load an invoice?
A. You can download an invoice by Track button in our header part.
Q. Do you support IOSS?
A. It does not correspond. Please pay customs duty upon receipt. Also, we do not know if customs duties will be applied, so please contact the customs office in your country.
Q. Can I specify the contents on the customs declaration form?
A. You can fill your preferred contents name when you send Last payment on our site.
Q. Can I specify the value on the customs declaration form?
A. You can fill your preferred contents name when you send Last payment on our site.
The amount of compensation will be that amount, so please make a proper declaration.
The amount of compensation will be that amount, so please make a proper declaration.
Q. Can I declare my Tax Identification number on the customs declaration form.
A. You can fill your TIN when you send Last payment on our site.
Q. What are customs duties?
A. We cannot answer. Please contact your customs office.
Q. Why do I have to pay customs duties?
A. We cannot answer. Please contact your customs office.
Q. I have already paid for the item and the shipping fee, so why am I being charged customs duties? JSS should pay the tariff.
A. Since this is an FOB transaction, the customer is responsible for all expenses incurred after delivery of the cargo from our company to the shipping company.
Q. I will sue you for fraud because I paid my customs duty.
A. Please direct your appeals to your government as customs duties are paid by you to your country.
Q. Can you ship to an address other than the address specified when ordering?
A. We don't support it.
Q. Can I specify the date and time of arrival?
A. We don't support it.
■ Misc
Q. Can you issue an account for an online shop, etc.?
A. We don't support it.
Q. Can you verify by phone?
A. We don't support it.
Q. An error occurs on a web site not JSS.
A. We cannot respond to sites other than our company.
Q. I don't like the design of the JSS site. It should be changed immediately.
A. We don't support it.
Q. Do you have any means of contact other than email?
A. We only accept emails.
Q. WHY
A. Please contact us about what.
Q. WHY! EXPLAIN THE REASON.
A. Please contact us about what.
Q. YOU MUST DO IT!
A. God bless you