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FAQ

Here you can see frequently asked questions.
What would you like to know more about?

 

 


Ordering
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Our handy currency converter will instantly adjust the price of any item from Japanese Yen to US Dollars, Euros, British Pounds, Australian Dollars, or Canadian Dollars and the shipping cost will always be viewable in your cart prior to checking out. Please note that your actual purchase will be charged in Japanese Yen depending on the currency exchange rate. Since the currency exchange rate can change frequently, there may be a slight difference on the actual amount when proceeding with payment.
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You can always check on the status of your order by going to Order Status and logging into your Plaza Japan account.
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You can request a cancellation for your order by sending an email to our customer support ([email protected]) or by using the contact form.
Please refer to the Cancellation Policy section in our Ordering Information page for a more detailed explanation about the cancellation process.
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You can check shipping costs before checkout by viewing your cart. To check shipping costs, add any combination of items to your cart and click the "Estimate Shipping" button under the "Shipping" section (you can calculate shipping fees and you do not have to proceed with your purchase at this point).
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When you create an account with Plaza Japan, you’ll be able to take advantage of a faster check out time by storing your payment information or linking directly to your PayPal account. You’ll also be able to save multiple shipping addresses and easily access your order history.
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While we don't want you miss out on a hot new item from our store, you can always save items to your personalized Wish List from your Plaza Japan account for purchase in the future.
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We usually do not accept the merging of separate orders or items except in specific cases. Please make sure to add all the products you would like to purchase to your cart before completing the order.
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We usually ship within 1-3 business days of receiving cleared payment but please note that it could take longer depending on the product and the quantity of items ordered. We would appreciate your patience.
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If you were able to purchase the item, it means that it was available at the time of your purchase. Do not be confused if it says it is out of stock, this means that the product went out of stock after your purchase was completed and the quantity ordered should be available at our warehouse. In case of an inventory mistake, we always contact our customers directly and refund their purchases.

Shipping
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Plaza Japan offers reliable and affordable international shipping. Every item purchased will be shipped brand new in the original condition as delivered from the manufacturer and will be shipped directly from Japan. More information is available in our Ordering Information page.
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No problem! Our shipping rates are determined by size and weight, so your total shipping cost will be calculated in your cart prior to checking out.
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Please check our shipping options section.
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It depends on the shipping method selected. Please check our shipping options section.
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Please note that deliveries may take longer than expected depending on the situation of the postal service in your country. If you chose Japan Post Shipping (Economy Air, Standard Air Registered or EMS), please note that any shipping method handled by Japan Post may be subject to delay and deliveries take longer than usual during the pandemic.

Payment
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We accept online payment via PayPal or Credit Card.
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If you’re looking for that perfect gift for the hobby hound in your life, we have gift certificates available for every occasion!
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There maybe a automated security check that blocks foreign or transactions in other countries as a preventative security measure. We suggest you contact your bank for more information regarding the decline. If all else fails, we suggest you to create a free PayPal account and link the card for safe and easy online transactions.
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Store Credit can be used as a discount on your purchase at Plaza Japan. Store credit is also visible in your cart, it can be used multiple times across several orders if you choose and there is no expiry date or time limit.
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Please pay for it to receive your package. Since all orders are shipped directly from Japan, any import fee or taxes for importing goods requested by your country will be the buyer's responsibility. These additional fees are not included in the final price.
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We are a company and have been instructed by the Japanese government agency, so we cannot ship marked as a GIFT or with a lower value on the customs form. Import duties, taxes, and charges are not included in the item price or shipping cost and these charges are the buyer's responsibility.

Other
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Please contact us at [email protected] providing with your order number and some pictures as a confirmation and we will try to find a solution with you. Please note that Plaza Japan reserves the right to decide on a case-by-case basis if the damage is substantial enough to be eligible for compensation.
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Unfortunately, the only items we currently have available are the ones listed on our homepage store. We frequently update with new products so please keep checking.
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You can be notified when the item is back in stock by entering your e-mail address and clicking "Notify me" button at the product page. However, please note that most of our out of stock products are also currently unavailable from the manufacturer and therefore it is unlikely that we will be able to restock them if they have already been sold out for a long time.
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There is an issue on our website to display special characters, but please be assured that our system confirmed your name and address accurately. Our team usually contact customers if there is error while creating the shipping label. If you are not contacted, it means there was no error in your name / shipping address.

 

Contact Information

 

Should you have any further inquiry, please do not hesitate to contact us at [email protected]

Our dedicated customer support team will try to respond to your messages as soon as possible, but please note due to the time zones and difference in Japanese bank holiday dates there may be a delay, however we do respond to all of our customer messages and kindly ask for your patience.