Japanese online shop

Customer FAQ

Q1 How many days does it take until an item arrives from Japan?

A1 In some cases it takes extra time, hence we cannot give an exact date. However items are usually delivered within 6 to 10 days. Except for a few cases, JBO will make the shipment within 3 workdays after the order has been made. The delivery varies depending on the conditions of the clearance process in each country. It normally takes three days after shipment for the items to arrive.

Customers can trace the present location of their order by using the EMS’s Track&Trace service. In the case your order hasn’t arrived within 10 days it will be looked into and JBO will give feedback via e-mail.

Q2 Is there any refund for payment of taxes?

A2 We deeply apologize, but taxation depends on the country’s policy and we cannot take any responsibility. Hence, in case of a tax charge in the local clearance system it has to be paid by the customer.

Q3 In case of purchasing several items, is combined shipping possible?

A3 In JBO’s shop there are items that, depending on the merchant, have different return policies. Some items are shipped off by the merchant and some items are shipped off from JBO’s office. Shipping of items from different merchants cannot be combined. Please contact us by e-mail before confirming the order to give you further details (single or combined shipping, possibility of cheaper shipping charge). In case of bulk orders, contact us directly.

Q4 Is it possible to use other shipping services than EMS?

A4 To make sure the delivery of your order is fast and safe, we recommend EMS’s (Express Mail Service) service, an international postal service with tracking system. At the moment we only offer EMS for all items except jewelry, which is shipped via JapanPostalService. In case you would like to use a different delivery service such as SAL (Surface Air Logistics), Air Mail, DHL, UPS and FedEx, please contact us by e-mail.

Q5 Can I cancel an order?

A5 Once an order and payment have been made, it is impossible to cancel the order or change the destination of delivery. However, once the item has arrived, we accept return and refund requests. We thus ask you to return the item in its original packing. According to the return conditions (Q6), the shipping fee has to be paid by the customer. Unopened parcels, brand-new items (secondhand items, have to be in the same condition as upon delivery) can be returned to JBO within the assigned period. Depending on JBO’s return policy (examination of the item a.o.) a full refund is possible in some cases.

Q6 What are the conditions for return and refund?

A6 JBO’s policies are as follows:

In the case your item is damaged during shipping, please e-mail us within 3 days and immediately file a damage report at your local post office. Once the post office files a damage report, they will ship your item back to Japan at no charge. After we receive the damaged item and damage report, we will refund the full amount of the item, including all shipping charges. In the case the item delievered is not what you ordered, notify us within 3 days of arrival and ship it back to JBO’s office within 6-10 days after notifying us. We do not deal with items that are not claimed within the assigned period. Please verify all items upon delivery. If you should have any further questions, please email us.

Q7 I don’t have a PayPal account. Can I still pay by credit card?

A7 In the case your credit card is a major international credit card you do not need to register for a PayPal account to make a purchase. When you confirm your order and proceed to the payment site, it automatically changes to the PayPal site. Simply leave out the member’s log in and choose which credit card you would like to use to make your payment.

JBO accepts your payment via most major credit cards such as American Express, Diners Club, Discover, JCB, MasterCard, Eurocard and Visa. We do not accept wire transfer, international checks or money orders.

Q8 I am presently on a business trip in Britain and would like to have the order sent to my home address in the U.S. Is it possible to pay with Dollars instead of Pounds?

A8 JBO’s shop accepts payment with currencies from several countries. In the case of a purchase it will be paid in the currency set by your credit card. You can set the currency on JBO to any currency offered in the drop-down menu. However the history of your payment on the bill of your bank account will still be in Dollars.

Q9 The price of the article that I set to “my wishlist” last week changed this week. Why is that so?

A9 JBO regularly revises the prices of our items and thus requests customers to verify the price of an item before placing an order.