Item / Shipment Issues

If there is any issue with an item that is eligible for compensation, you can submit a compensation claim. If you wish to request compensation for an item, please be sure to contact our customer service within 7 days of receiving the item, and include the following information: Proof of a damage report/claim placed to the post office or delivery company. (e.g. picture or screenshot of your receipt) *1 Please provide the photos showing the below: Package exterior (condition it arrived in) Condition of the item packaging inside the shipping box Condition of the damaged item Tracking number Auction ID / Order number for the relevant item A brief description of the packaging condition & the damage to your item *1 Please submit a damage report to the delivery service in the destination country/region within 7 days of arrival. If the required information is not provided within 7 days of arrival, it will not be eligible for compensation. * If you have filed a compensation claim for a item with us, it must be returned to us within one week of receiving our return instructions. * In the case of a refund, it will generally be processed as FJ points, regardless of the payment method used. * Customs duties and product warranty plan fees are not refundable.

Last Updated: 2025-08-07 17:54:20 +0900

Items that fall under the following conditions are not eligible for compensation: Items that require specialized knowledge for authenticity verification or certification Items that have been tampered with, such as swapped contents (sometimes happening with items sold as unoopened), re-shrinked boxes, or items with parts removed Items with minor scratches, damage, or color discrepancies As checks for authenticity/certification is not included within our inspection, in the event you receive a fake item we are unable to provide compensation. Fraud related to counterfeit items is on the increase. Please thoroughly check the seller's ratings and descriptions before making a purchase. Purchases from individual sellers, in particular, may carry a higher risk of fraud. We recommend purchasing from official sellers & stores, to reduce risk of purchasing a counterfiet item.  * We do not accept cancellation requests after an order has been received or auction bid placed.  * To prevent issues, you may consider using the Photo Service (paid) prior to it being marked as arrived at our warehouse. However, please note that using this service does not make the item eligible for compensation. * Chargebacks to PayPal or credit card companies is against the terms and conditions of our service and may result in account suspension. 

Last Updated: 2025-08-07 17:54:44 +0900

Please check if the estimated shipping date is listed on the original site. If it's not listed, please contact customer service with your order number. Typically, shipments within Japan take about one week for delivery. However, if the items are being shipped from remote islands or using certain sea freight methods, it may take longer. Additionally, if the items are shipped from overseas, the delivery could take over a month. An item is considered lost based on the conditions below: For domestic shipping within Japan: If the item has not arrived at our distribution center within 14 days after the seller sends the item. For international shipping to Japan: If the item has not arrived at our distribution center within 45 days after the seller sends the item. * Chargebacks to PayPal or credit card companies are against the terms and conditions of our service and may result in account suspension.

Last Updated: 2025-11-11 10:53:49 +0900

Handling of Prohibited Items If a prohibited item is purchased, we cannot ship it overseas using any shipping method. For items that require a sales license, such as tobacco, alcohol, pharmaceuticals, and medical devices, we shipping to a domestic addresses in Japan is also not possible. Shipping to domestic addresses in Japan is possible only for items that do not fall under the restricted categories mentioned above. Additional Fees for Domestic Shipping  To have your item sent to a domestic Japanese address, an additional 5% of the Charge 1 & Charge 2 total (excl. handing fees) will be charged. This additional handling fee will be included in the shipping charges. Before making your purchase, please be sure to check our prohibited items list and the "Prohibited and Cautionary Items" section within our help center. If you have any questions about prohibited items or shipping conditions, please contact customer service.

Last Updated: 2025-08-22 17:51:22 +0900

We define an item or package as "lost" under the following circumstances:   Japanese domestic shipping (from the store/seller to our warehouse): No arrival after 14 days have passed since the seller or store sends us a shipping notification * If an item is being shipped to us from a seller or store overseas, please allow up to 45 days for arrival   International shipping (from our warehouse to your address): No arrival after the following time periods: EMS/FedEx/Airmail: 60 days SAL (Economy Air): 90 days Surface: 180 days   Additionally, all items eligible for compensation through our Product Protection Plan that do not arrive within 30 days after payment (or 30 days after placing an order in the case of COD) without any explanation or response from the store/seller are eligible for compensation of non-delivery.   Please contact customer service to apply for compensation if you believe your package has been lost.

Last Updated: 2025-08-07 17:55:15 +0900

If there is a delay in the arrival of the package, it may be due to factors such as bad weather or adjustments to the shipping schedule. Many shipping companies are unable to provide tracking once the package has left Japanese customs and is on its way to the destination, so we ask for your patience during this time. Once the package arrives at the destination, please contact the local delivery service directly for updates on the delivery status. Please note that we are unable to provide compensation for any losses caused by delivery delays.

Last Updated: 2025-08-07 17:55:24 +0900

If a package is returned to us, it will eventually arrive back to our distrubution center. As long as no repackaging is required, we can organize reshipment back to you, for no additional handling fee. Important Notes on Returns / Reshipment As we prioritize regular shipments, and due to reshipment procedures being handled manually, your patience while we get your re-shipment organized is much appreciated.  The initial shipping fee is non-refundable. Additionally, any return shipping fees, handling fees, customs duties, or other costs incurred during the return/reshipment process will be the customer’s responsibility. If repackaging is required for reshipment, a minimum handling fee of 1,500 JPY per shipment will apply. Packages that exceed the storage period may be disposed of. In such cases, we do not assume any responsibility for the disposed package.

Last Updated: 2025-08-07 17:55:34 +0900

Depending on local regulations and the specific item, customs duties in your country may be applied.  At FROM JAPAN, depending on destination and shipping method, we provide the option to ship under DDU or DDP terms.  You can see more information about this below: DDP (Delivered Duty Paid) Shipping – Service Update How to pay tariffs/duties with FedEx, DHL, and UPS Understanding the difference between DDU and DDP If sending under DDU terms, customs duties which may be incurred are separate from the Charge 1 & Charge 2 payments made to us. In such cases, customs clearance procedures and payment of duties are to be handled by the customer. Regulations vary by country or region, so we are unable to provide precise guidance. For details on customs clearance and duties, please contact your local customs office directly. If sending under DDP terms, you should not be invoiced for customs duties by the delivery carrier when your items arrive. If you are invoiced, please get in touch with our Customer Service team who will investigate for you.  * Other than customs duties, upon item arrival, some regions may require payment of GST/SST or other Consumption taxes. These are separate from Custom (Import) Duties, and payment is required by the customer whether sending under DDU or DDP terms. 

Last Updated: 2026-02-16 21:11:01 +0900

The following issues related to trading card items (e.g. Pokemon, One Piece, etc) are not eligible for compensation: Items that have been tampered with, resealed, or had contents removed. Authenticity issues Items with minor scratches, damages, or color differences. Fraud related to counterfeit items is on the increase. Please thoroughly check the seller's ratings and descriptions before making a purchase. Purchases from individual sellers, in particular, may carry a higher risk of fraud. We recommend purchasing from official sellers & stores, to reduce risk of purchasing a counterfiet item.  * We do not accept cancellation requests after an order has been received or auction bid placed.  * To prevent issues, you may consider using the Photo Service (paid) prior to it being marked as arrived at our warehouse. However, please note that using this service does not make the item eligible for compensation. * Here is a guide to help you avoid fraud when making a purchase.

Last Updated: 2025-08-07 17:55:54 +0900