Mercari tool will be available again from 2023-10-27 AM10 JST. The number of sessions will be limited to 2 for a while. If you couldn't access, please try about 10 minutes later.

FAQ

 General
Q. An email from Japan Shopping Service does not arrive.
A. Please check your spam folder.
Some emails to Hoemail, outlook, live, saunalahti and yahoo are rejected by their email server. Please use Gmail.
 Order
Q. Which sites you support?
A. We support all Japanese Online shops and auction sites in Japan except some sites.
Q. Which sites you don't support?
A. We don't support 駿河屋、AMIAMI,DIGIMART、でじたみん、ジモティ.
Q. Do you support a transaction via SNS like twitter,Facebook and so on?
A. We don't support.
Q. How many items I can put in an order?
A. Max. number of items is 20.
Q. Can I add/remove an item in/from an order after placing an order.
A. We don't support. Please place new order.
Q. If an item price is different with paid value, can you purchase an item?
A. We cancel an item. Overpaid First payment will be refunded when we receive all items in an order.
* If your paid value does not include 10% of sales tax, we purchase an item and charge it for Last payment.
Q. Can I change an item after placing an order?
A. We don't support.
Q. Can I change an canceled item after placing an order?
A. We don't support.
Q. When you refund First payment of an canceled item?
A. It will be refunded when we receive all items in an order.
Q. Can I place an order an item that another customer already placed an order?
A. You can place an order. But 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 account?
A. We don't support.
Q. Can I request a seller about packing method?
A. We don't support.
Q. You must get an item which is sold out because I want.
A. We don't support.
Q. Why I can place a sold out item on your site?
A. You can place the item on our site.
We will refund your First payment in 3 business days.
Q. Can I purchase only part of an item?
A. We only support it for Mercari and Fril only in case a seller describes it on an item page.
Please fill your request on Item comments field in our checkout process.
Q. Can I ask a seller a question or make a request?
A. We only support it for Mercari and Fril only in case a seller describes it on an item page.
Please fill your request on Item comments field in our checkout process.
Q. Can I ask a discount to a seller
A. We only support it for Mercari and Fril only in case a seller describes it on an item page.
Please fill your request on Item comments field in our checkout process.
Q. Can I ask a seller about stock?
A. We don't support.
Q. Can you send a photo of item？
A. We don't support.
Q. Can I ask a seller to send a photo of item?
A. We don't support.
Q. Do you support payment methods other than Paypal?
A. We only support Paypal.
Q. Can I use the surplus for other payments?
A. We don't support. Overpaid First payment will be refunded when we receive all items in an order.
Q. How many days can you keep my items in your warehouse?
A. Please refer to Storage.
Q. Can you contact a seller about the ending auction?
A. We don't support.
Q. When will my ordered items arrive at your warehouse?
A. It will arrive in about 3-7 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.
Q. I get an error message when making a payment.
A. Please contact PayPal as we are not aware of any payment issues.
Q. Can you confirm if it is genuine?
A. We cannot confirm the authenticity of an item. In addition, we cannot take any responsibility even if it is a fake. Also, no refunds will be given.
Q. Do you support a pre-order item?
A. We support it.
We will process the purchase after confirming your order on our site. Please be careful when ordering pre-order items and other items, as all items in the order will be shipped after they have arrived.
Q. How to confirm the release date of pre-order item?
A. You can check it on your order detail page on our site.
Q. Can I cancel my order?
A. You can't. Refunds are also not supported.
Q. What happens to items canceled by the seller for reasons such as being out of stock?
A. We will refund the amount you paid for an item (item price, acquisition cost, commission fee).
Q. Could you ask a seller about the stock status?
A. We don't support.
Q. I would like to see more pictures of an item, so please contact a seller.
A. We don't support.
Q. I want an item that is sold out.
A. We don't support.
Q. Do you support Forward service?
A. We don't support.
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.
Q. Can you check a initial failure.
A. We couldn't check a initial failure. In addition, we couldn't take any responsibility about initial failure. Also, no refeunds will be given.
Q. Can you check about 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.
Q. Can I put multiple items from different shops?
A. Yes. We support it.
Q. Can I ask a seller to make reserved item?
A. We don't support it.
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 and calendars 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.
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.
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.
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.
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.
 Another
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