B2B support
Frequently Asked Questions
Answers to the questions we get most. Read here first — it is faster than waiting for a reply.
Questions — tap one to jump to the answer.
- Will I pay customs or VAT?
- Which countries do you ship to?
- When will my order ship?
- How long will delivery take?
- Can I cancel my order?
- Can I add, combine, or split orders?
- Can I get an item that is not on the site?
- When will you restock?
- Did my payment go through?
- Are your prices wholesale prices?
Will I pay customs or VAT?
- Your online payment does NOT include customs fees or VAT.
- We ship with duties unpaid (DDU). If your country charges them, you pay them.
- The US and US territories are different. Duties and taxes are already included. You pay nothing extra.
- We cannot tell you the amount. Please ask your country's customs office before you buy.
Which countries do you ship to?
- We ship with FedEx International Priority and FedEx International Connect Plus.
- FedEx has a list of countries it does NOT serve. If your country is not on that list, we can most likely ship to you. See the list: fedex.com/en-jp/shipping/served-countries.html
- If your country shows on the order confirmation screen, we can ship to you.
- Please check your own country's import rules yourself (banned or restricted items). We cannot check this for you.
When will my order ship?
- We give you the ship date only after your order is fully ready.
- When the date is set, FedEx sends you the tracking.
- Before that, we cannot give a date. We do not guess.
- Pre-orders ship after their release date.
How long will delivery take?
- This is the time after we ship. Not from when you order.
- It depends on your area. Usually 2 to 4 days.
- This is an estimate, not a promise.
- Customs checks in your country can add time. We cannot control this.
Can I cancel my order?
- Before you pay: just do not pay. The order will not go through.
- After you pay: you can cancel only before we set your ship date. A 10% fee applies (30% for pre-orders).
- Once your ship date is set: you cannot cancel, even if you offer to pay the fee.
Can I add, combine, or split orders?
- No. Once you pay, each order is fixed.
- We cannot add items, combine two orders into one box, or split one order.
- Want everything in one box? Put it all in ONE order before you pay.
Can I get an item that is not on the site?
- If it is not on our site, we do not have it.
- We cannot find it or order it for you. Please pick from the items on our site.
When will you restock?
- Our stock moves very fast, so we cannot say when.
- We do not have a restock alert yet.
- Please check our online store often.
Did my payment go through?
- Open "Orders" at the top right of our site.
- Logged in: your order history shows in My Account.
- Not logged in: type your order number and your billing email, press "Send code," get the 6-digit code by email, type it, and press "View details."
Are your prices wholesale prices?
- Yes. Our site prices are already wholesale.
- Do you want a bulk order of JPY 1,000,000 or more? We have a VIP desk for you.
- Send us a message. Write WHAT you want and HOW MANY.
- If your order is under JPY 1,000,000, we cannot reply.