Ordering Information
◆Shipping
How We Ship:
Items will be shipped from Japan. 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.
Business Calendar:
Our offices and warehouse is closed on weekends and national holidays in Japan. We do not process orders and our customer service is not available when the store is closed, we still accept orders and will process them as soon as possible.
Please refer to our Business calendar below.
Shipping Options:
We offer 5 different shipping methods.
Any shipping method handled by Japan Post (Economy, Standard, EMS) may be subject to delay and deliveries take longer than expected during the pandemic.
We currently offer DHL, FedEx and UPS which are the most reliable in regard to shipping time. Please keep this in mind when ordering.
Economy shipping has the lowest price but please mind that packages have lower priority than other services and delivery may take longer depending on the situation of the postal service in your country. If you do not mind waiting for a little bit longer and want to save some money on shipping, this is the option for you.
Standard Air has higher priority than Economy and packages are usually delivered faster. With this option, we also offer a way of tracking your items for an affordable price. However, please mind that delays might occur in some cases. If you would like to be able to track your package and do not mind waiting for more than a week, this is your choice.
EMS (Express) shipping is the fastest service provided by Japan Post. Includes tracking, available for PO Box deliveries.
DHL Express / FedEx / UPS are our most reliable options, with these methods packages will arrive almost without delays in just a few days, will not deliver to PO Box.
If you are not able to see some of the methods above during checkout, please be sure to check the list of supported countries during the pandemic HERE.
In case your country is listed but you are unable to select a particular shipping method, please be aware that with Economy or Standard shipping there will be package size and weight limitations. Any combined order of items exceeding this size or weight will not be eligible to be shipped by these methods. If, for any reason, a size/weight miscalculation occurs, we reserve the right to send the items in two or more packages by the shipping method originally selected.
In special cases (e.g. a shipping service becomes temporarily unavailable), we may upgrade the shipping method selected to an equal or higher priority one after consultation.
Shipping Fees:
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).
Combine Shipping:
By adding multiple products to your cart, you can combine shipping for multiple items during checkout. Combined shipping costs will be calculated automatically in your cart depending on the total weight and size of the items.
Since 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.
If you are combining pre-order products, please also be sure to check the Pre-Order section.
Shipping Address Changes:
If you would like to change the shipping address of your existing order/s, please contact our customer support at info@plazajapan.com with the order number and your new address details.
Please note that we will not be able to make any modifications to an order that has already been shipped.
Late Delivery and Lost orders:
The delivery timeframe described in the table above is only an estimate and there will be cases where a package take longer than expected to be delivered depending on the situation of the postal service or carrier. Any delay by these services is not our responsibility and orders will not be eligible for any kind of compensation under these circumstances.
When choosing a shipping method with tracking available, please be sure to check the status of your delivery by using the tracking number associated with the order. If an order takes considerably longer than our estimates, we kindly ask you to try and contact the postal service or carrier in your country to be updated on the situation.
If a package appears to be lost, please contact our customer support at info@plazajapan.com and we will start an investigation with the postal service.
Any compensation will be offered in the form of Store Credit unless special circumstances apply.
Damage in Transit:
If a package appears to be badly damaged at the time of delivery, we kindly ask our customers to refuse it so that we can file a claim with the postal service (the help of the customer might be required).
In case a package was delivered and the items inside are damaged, please contact us at info@plazajapan.com with pictures and we will try to find a solution with you.
Plaza Japan reserves the right to decide on a case-by-case basis if the damage is substantial enough to be eligible for compensation. In any other case, our Return Policy will apply.
◆Payment
Payment Method:
We accept online payments via PayPal or Credit Card.
Price In Your Currency & Charges:
Our default currency is Japanese Yen (JPY), but prices can also be displayed in US Dollars, Euros, British Pounds, Australia Dollars and Canada Dollars (you can click any of these options to apply the changes).
You can also change it from the currency converter button found on the extended menu in the top-right corner on Desktop PCs, indicated by the 3 lines icon 三, or the "・・・ More" menu icon at the bottom right on mobile devices.
As for charges, please note that your actual purchase will be charged in Japanese Yen. If you are using a different currency for reference, be aware that depending on PayPal or your Credit Card company exchange rates, there may be a slight discrepancy between the displayed amount during checkout and the actual amount charged.
◆Pre-order
How It Works:
Pre-order items are products that have been announced but not yet released by the manufacturer. If a product is being rereleased or restocked in a future date, it will also be marked as "pre-order" on our store.
Payments for pre-order items will be collected immediately after checkout. While we do charge immediately for your order, we also accept cancellations before the release date and or shipment of the items. In such case, our Cancellation Policy will apply.
The products will be shipped around the release date shown on the product page but please note that the release date can sometimes be delayed by the manufacturer. We always do our best to keep the product pages updated in case any changes are announced by the manufacturers so that our customers will be updated at any time.
It is NOT recommended to purchase food items with pre-order items that are due for release months away as expiry dates and availability of food stuff cannot be guaranteed at the time of release of pre-order items.
Combining with pre-order items:
In case multiple pre-order items are combined together in the same order, we will not be able to dispatch an order unless all the items included are available.
Also, if some of the products in your order are currently available but combined with pre-order items, we will not be able to send the order until all the products are released by the manufacturer.
If you would like to receive the items faster and soon after their release date, we suggest placing separate orders for each pre-order item.
Our Cancellation Policy will apply for any partial or full order cancellation requested under these circumstances.
◆Customs
Import Fees & Taxes:
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.
As the rules and value thresholds differs by country, we invite you to please refer to your country's government website.
Any order returned or not accepted because of import duties left unpaid will be subject to a 10% re-stocking/cancellation fee if a refund is requested. Please also see our Return Policy.
◆Cancel and Returns
Please contact us at info@plazajapan.com for cancellation / return requests after reading our policies below.
Cancellation Policy:
We reserve the right to accept order cancellations on a case-by-case basis and will not be able to cancel orders that have already been shipped or packaged.
For both pre-orders and in-stock items, we can either refund payments as Store Credit (only if you have a Plaza Japan account) or to your original payment method if your request for a cancellation is accepted.
Please note that requesting a refund to the original payment method will incur in a 5% re-stocking/cancellation fee, which will be deducted from the refunded amount.
Returns Policy:
In the case a product differs from expectations, is defective or malfunctioning, a return for a specific order can be requested in your Order History page (only if you have a Plaza Japan account) or by contacting our customer support at info@plazajapan.com.
Any return requested by the customer must first be approved by our staff and can only be requested within 1 week from the date of delivery.
Products returned must include their original packaging and be complete of all accessories or parts, as in the original order. The customer will be responsible for any shipping fee, as well as all risks and damage associated with the return.
Any non-authorized return (wrong shipping address, undeliverable or unclaimed package etc.) will not be eligible for a full refund and shipping fees will be required once more if the customer would like for the order to be sent again.
Refunds & Order Compensations:
Order compensations will usually be offered as Store Credit.
In particular cases, or if specifically requested by our customers (all other policies apply), we will offer to refund the amount to the original payment method. However, we reserve the right to decide this on a case-by-case basis.
Refunds to the original payment method will be processed in our default currency (Japanese Yen). Any applicable fees or exchange rate discrepancies by the credit card company or PayPal will not be our responsibility.
◆Contact Information
Should you have any further inquiry, please do not hesitate to contact us at info@plazajapan.com
Please also be sure to check our FAQ page.
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.