We always endeavour to respond to questions within 24 working hours or less, however some enquiries may take longer. All correspondence and contact details are held in the strictest confidence and are never passed on to third parties.
To save time, please see our FAQs first:
Q: Can I get more details regarding Goods Japan's policies?
Please find full details on our policies by clicking here
Q: Can you ship to a non-paypal address?
Simply enter in the address you wish to have your order shipped during checkout and we'll be sure to send it there. Please note, for purchases made on other market places (e.g., Amazon, eBay, etc) we are only able to ship to the address you have registered on your account.
Q: How long will it take to get my order?
Orders usually take 10-15 working days for free shipping and 5-7 working days for priority airmail (plus 1-3 working days handling time). This varies depending on Customs and postal volume in your region, please check local conditions for more information. During periods of high volume it may be longer.
For details please visit our policy page by clicking here.
Q: Do you always send orders with Tracking Numbers or by Registered Post?
As mentioned on the listing, parcels sent do not come with tracking numbers and are only available when purchased during checkout. Please note that parcels with tracking numbers are also registered post (i.e., sign-for). Please see our policy page for more details by clicking here.
Q: Do you offer international shipping?
We offer FREE SHIPPING to all countries world wide, including your country!
Q: Can you put my Telephone Number, other number or other markings on my package
You can enter your telephone number in the shipping address. Don't forget to type the a prefix (e.g., 'Tel:') before your number to avoid confusion with the post office.
Q: Do you combine shipping?
We generally combine orders wherever possible, however, orders of more than one item that exceeds two kilograms (4.41lbs) are usually sent in separate packages owing to postal restrictions. This does not apply to a product purchased as a single item that exceeds two kilograms. For more info please go to our policy page by clicking here.
Q: My item is defective or broken, what should I do now?
Q: An item I received is not the one I ordered, what should I do now?
Q: My item doesn't seem to be working.
If you're still having difficulty please contact us via the contact form below and we'll do our best to help.
Q: The instructions are in Japanese, do you have English instructions?
A: All out items that require instructions have general instructions on the product listing (the page where you purchased your item from). Please go back to the page where you purchased your item to find details on how to use it, there will also be videos showing how to use your product. Our YouTube channel is also a great help resource with many instructional videos: http://www.youtube.com/goodsjapanjp
Q: Are all your products made in Japan?
A: The vast majority of our products are Japanese made. However, we have several quality products that are for the Japan market, but quality made in other countries. Please be assured this does not detract away from the quality of the item. If an item is not made in Japan it will be mentioned on the product description in the listing.
Q: Will I have to pay import duties or taxes?
A: We do not charge any Import duties, taxes, and charges in the price of our items or shipping costs (if any). These charges are the buyer's responsibility. Please check with your country's customs office to determine what these additional costs will be prior to making your purchase. Please note, we cannot falsify customs declarations forms in any way.
If you are enquiring about a purchase please reply to the Shipping Confirmation email you received, which is needed to trace your order.
If you have any additional questions, please feel free to contact us at email@example.com and we'll be happy to help.