FAQ

Within 1 hour of placing it, yes: reply to your confirmation email or message us with the order number.

After 1 hour the order is final, because we start buying and reserving stock for you immediately (pre-orders included).

This also applies if the market price drops, if you ordered the wrong quantity, or if you did not expect import duties.

Items cannot be added once an order is placed.

If both orders are still within the cancellation window, cancel them and place one combined order.

Otherwise each order ships separately with its own shipping fee.

Yes, until the order ships. Message us with your order number and the full new address.

After dispatch, changes must be requested by you directly with FedEx.

A 4-digit order number is emailed right after checkout.

Check your spam folder; if it is not there, the email address may have a typo: message us with your name and the item ordered and we will correct it.

Very occasionally an item sells out at our supplier before we can secure it.

We then cancel and refund in full.

We issue the refund within 1 business day; your bank or PayPal then takes 3–10 business days to show it.

Yes, 100%.

Once your pre-order is paid, the quantity is reserved for you and will be delivered in full after release.

Pre-order pages are only opened for products we have secured with our distributors.

Products reach us from the distributor on or just after the Japanese release date, and we ship in order of purchase within a few business days.

Some products (promo packs, magazines) arrive in several batches, so later orders can take longer.

You receive a tracking email the moment it ships.

Some items (for example the ONE PIECE × Nike Premium Card Collection) are shipped to retailers months after the event or announcement.

The month shown in the product title is the date we expect to receive stock, not the announcement date.

Yes, but the whole order ships together after the last item arrives.

For in-stock items sooner, order them separately.

We email everyone affected with the new date and the options: wait, or cancel for a full refund.

Most countries worldwide (US, Canada, UK, EU, Australia, Singapore, Hong Kong, Taiwan, UAE and more).

If your country appears in the checkout country list, we ship there.

We do not ship within Japan.

It depends on weight and destination.

Add items to the cart and enter your country and postcode to see the exact fee before paying.

Extra items in the same order add only a few dollars.

Orders are dispatched within 1–3 business days (pre-orders: after release).

After dispatch, FedEx International Priority takes about 1–3 business days, International Connect Plus 2–5, Economy 3–5.

Customs clearance can add a day or two in some countries.

No. International carriers do not collect on Saturdays, Sundays or Japanese public holidays, so orders placed on Friday are typically dispatched on Monday.

FedEx International Connect Plus shipments require a free FedEx account in the recipient's name (sign up at fedex.com).

If we do not receive it within 2 days we switch your parcel to UPS at no extra cost.

Tracking can pause for 1–2 days during customs.

For a missed delivery, redelivery or pickup, contact your local FedEx office with the tracking number: only the recipient can change delivery instructions.

Parcels not collected are returned to us; the return cost is deducted from any refund.

Delivery instructions are set by the recipient through FedEx (FedEx Delivery Manager).

We ship with signature required to protect high-value items.

No. We are an export-only online store without a retail counter: we cannot hand over orders in person or deliver to addresses in Japan, including to visitors travelling in Japan.

Usually yes, depending on your country's threshold (for example the US de minimis rules, EU VAT on all imports, UK VAT above £135 goods value, Australia GST above AUD 1,000).

FedEx collects these from you before or at delivery.

We cannot estimate them for every country: please check with your customs office.

No. We declare the actual purchase price on every shipment.

Not at the moment.

All shipments are sent DAP: duties and taxes are paid by the recipient on arrival.

Returned shipments are refunded minus the outbound and return shipping, duties and storage charged to us.

If those costs exceed the order value, no refund is possible.

Yes. Every item is new, authentic stock from official Japanese distributors and retailers.

We never sell counterfeit, opened or resealed products, and we do not buy stock from individuals.

An unopened booster box with the manufacturer's shrink wrap intact and no major dents or scratches.

Some Bandai products are supplied without shrink wrap; those are listed as "No Shrink Wrap".

"Minor Dent" variants are sealed but have small cosmetic damage to the outer box.

For selected products, yes: look for a "Sealed Case" option on the product page.

For everything else we sell individual boxes only, so 12 boxes arrive as 12 sealed boxes rather than a factory case.

Japanese, unless the title says 【English Ver.】.

Japanese cards are legal in Japanese-format events; check your local tournament rules for other formats.

English-version ONE PIECE and Union Arena products are not in stock yet but are planned; newsletter subscribers hear first when they launch.

The product title and description list the contents (number of packs per box, cards per pack, whether a set includes all designs).

A "pack" is one pack with random cards: you will not know which card is inside until opened.

No. Cards are packed at random by the manufacturer.

A sealed box does not guarantee a complete set or any specific rarity.

Often, yes. Many sold-out items come back when new supply arrives.

Add the item to your wishlist on the product page or join the newsletter: restocks and new pre-orders are announced there first.

If you need a specific item, message us and we will check availability.

No limit for regular orders.

For wholesale quantities see "Do you sell wholesale?" below.

Prices follow the current Japanese market value of each product, not the printed retail price, and they move with demand.

They can change daily, including for pre-orders.

No. The price is fixed when you check out, in both directions: we do not charge more if prices rise, and we do not refund if they fall.

Occasionally, for newsletter subscribers when a new pre-order opens.

There are no standing discount codes and no bulk discounts in the online store.

Visa, Mastercard, American Express, JCB, Apple Pay, Google Pay and PayPal.

Payment is taken in full at checkout; there is no pay-later or deposit option.

You can switch the displayed currency at the top of the page; your card issuer sets the final exchange rate.

Try another card or PayPal.

Some issuers block overseas (Japan) transactions until you approve them in your banking app.

We never ask for card details by email or chat.

Because trading cards and collectibles are sealed products, we accept returns only for items that arrive defective, damaged or different from what you ordered.

Contact us within 7 days of delivery with your order number and photos of the item, outer box and shipping label.

We will replace the item, send the missing/correct item, or refund.

Keep all packaging and send us photos within 7 days.

If the damage happened in transit we file the FedEx claim for you and replace or refund the item.

No. We cannot accept change-of-mind returns on sealed or opened products.

We process refunds within 1 business day.

Your bank or PayPal then takes 3–10 business days to show it.

No. We are an online store with our office and warehouse in Osaka, Japan.

All orders ship from there.

Yes, to shops and professional buyers.

Contact our B2B desk on WhatsApp (+81 80 8326 1989) with your company name and the products you need; the online store and this chat handle retail orders only.

Email info@toysstorojapan.shop, the chat on this site, or Instagram @toys_store_japan.

We reply within 1 business day (Japan time, Mon–Fri).

Please include your order number.