Business Calendar
Jul 2017
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Aug 2017
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We are closed on days marked in red. Orders, shipping, and e-mails are processed on/after the next business day.

FAQ

GENERAL QUESTIONS
Q. How do I contact you?
A. We offer customer support through email and phone in English.
You can contact us using the mail form on the Contact Us page or by replying to our email.
You can contact us by phone at +81-3-3813-5851 (Mon-Fri 12:00PM - 5:00PM JST, except holidays). Please refer to our business calendar on our website for checking our business days.
Q. I'm going to be in Japan. Do you have a store I can visit?
A. Yes, we have a physical retail store in Akihabara, Tokyo.
You can check our Akihabara Shop information page for more details.

Please note that our physical store and our online store are two different entities.
Orders placed at our online store cannot be picked up at our physical retail store and questions regarding the online store cannot be answered by our physical retail store staff.
Q. Do you offer wholesale or drop shipments?
A. Sorry, we do not provide wholesale or drop shipment services, nor can we provide additional discounts or free shipping for large orders.
Q. I can't log into my account.
A. If you have forgotten your password, please access the password reminder page through the "Did you forget your password?" button on the log in page (Registration/My Account page). You can also contact us if you are still unable to log into your account.

Please do not create a new account unless instructed to do so by our staff even if you cannot log into your account. Duplicate accounts will be closed.
Q. Can I have more than one account?
A. AmiAmi has a strict multi-account policy and we do not allow customers to have more than one account.
Furthermore, no account may share the same information with any other account. If you have family members or friends living in the same household who would like to shop at AmiAmi, please place all orders using one account.

Any accounts determined to be a duplicate will be closed and the account holder will be notified.
Repeated attempts to create multiple accounts to bypass order limits, etc. may result in cancellation of all orders and/or permanent banning from our store.
Q. Can AmiAmi close a customer’s account?
A. Yes. While this is an absolute last resort in cases where we receive a large number of cancellations (either by customer request or due to non-payment) from a customer, we will first send several reminder notices and warnings in regards to our store's ordering policies. If the situation does not improve, we will be left with no other recourse but to permanently close that account and will be unable to accept any further orders.
Please note that other violations of our store policies, such as our purchase limit or multi-account policy, may also lead to account closure.
Q. Can I ask to have my account closed?
A. Yes, it is possible for us to permanently close a customer’s account upon their request.
However, it will not be possible to reopen the account in the future, or for the same customer to open a new account on our website.
GENERAL ITEM QUESTIONS
Q. What is a Back-order?
A. Back-order items are items that are not currently in stock at our warehouse but can be requested from our distributors.
Once a back-order is placed, we will check with our distributors to see if we can procure that item. This process can take up to 2 weeks to complete. Please kindly understand that in some cases it may not be possible to fulfill back-orders depending on the distributor’s stock status.

Please keep in mind that combining Back-order items with in-stock items will delay your in-stock order's shipment, and in some cases we may separate such combinations.

Only items marked as "Back-order" are eligible to be back-ordered. Items marked as "Unavailable", "Pre-orders Closed" or "Orders Closed" cannot be back-ordered.
Q. What is a Provisional Pre-order?
A. Provisional Pre-order items are items whose prices or stock level are subject to change.
These items can be ordered like a regular pre-order item and customers will be notified in the event of price change or change in availability for their orders.
Please keep in mind that Provisional Pre-order items may become unavailable due to maker reasons for which AmiAmi unfortunately cannot provide support.
Q. What is a Tentative Pre-order?
A. Tentative Pre-order items are items whose availability is still uncertain.
These items are generally produced in limited quantities and as such require additional confirmation with regards to availability. These items can be ordered like a regular pre-order item and customers will be informed as soon as possible if we are able to procure stock for them.
Please keep in mind that it might not be possible to procure Tentative Pre-order items depending on the stock level on the maker’s side.
Q. Why is this pre-order item marked as "Pre-orders Closed"?
A. Pre-order items are marked as "Pre-orders Closed" when new orders cannot be accepted anymore.
Unfortunately, we are unable to accept orders in excess of the quantity our store expects to receive. Once all available pre-order slots are filled, we will not be able to accept new orders for an item.

We do not know if or when such items may become available again and, unfortunately, we cannot respond to such inquiries.
Q. Can you let me know when an item I want is back in stock?
A. Unfortunately, we do not offer a notification service for restocked/newly available items.
If and when an item will become available again is unknown even to us. Therefore, we cannot provide customers with such information even if inquired. Please also note that we do not have a "wait list" system and that canceled orders cannot be transferred to other customers.

The sale of an item will reopen without notification in case more stock becomes available. Please keep an eye on our website for any updates. You can use our Watch List feature to monitor the items you would like to purchase but are currently out of stock.
Q. I want an item that I don't see on your website. Can you get it for me?
A. Unfortunately, we are unable to take special requests for items.
Only items found on our website are available for purchase. Please keep in mind that we are unable to offer items that are exclusive to other stores even if inquired.
Q. Will/When will you offer newly announced items for pre-order/sale?
A. Unfortunately, we are unable to say if or when we will offer an item for sure until they are up on our website.
We follow the official announcements made to stores by the manufacturer and add information of new/upcoming items to our website as soon as we are able to. Please check our website from time to time for any updates on new items available for purchase.
Please kindly understand that we cannot answer questions concerning this matter even if contacted via our customer support.
PRE-OWNED ITEM QUESTIONS
Q. Where do you get your pre-owned items?
A. Pre-owned items are sold to our store via our buyback program.
Q. How do I know if an item is pre-owned or new?
A. Pre-owned items are clearly marked as such in the product title with their condition rating. They will also include "-R" and some numbers at the end of their item code.
Q. Can I get a photo/additional description of the actual item?
A. Unfortunately, we cannot provide you with photographs or additional description of actual items, as they are stored in our warehouse and not in our office.
Any major damage or missing parts will be noted on the product page. You can also refer to "Condition Ranking of Pre-owned Items" at the bottom of the product page for further information regarding our item rating system.
Q. Why was this item given a certain condition rating?
A. Unfortunately, we cannot provide explanation for why a certain rating was given to a particular item even if inquired.
We rate our items as accurately as possible with our best effort following the condition ranking system. Any major damage or missing parts will be clearly noted on the product page. You can refer to the "Condition Ranking of Pre-owned Items" at the bottom of the product page for further information regarding our item rating system.
Q. What are the chances of receiving a bootleg item?
A. Our trained pre-owned items staff check for authenticity of all items. We will not accept or sell any items deemed to be illegitimate.
Q. Why is the price of a pre-owned item more/less than a new item?
A. Items are priced according to their market value. In some cases the value may be higher or lower than the original price of the item.
Q. Can I change the item I ordered to the same item with a different rating?
A. Unfortunately, we are unable to switch items in an order and do not accept cancellations.
Q. Can I sell my items to you?
A. Unfortunately, our buyback program is only available to customers within Japan.
AMIAMI POINTS
Q. What are AmiAmi Points?
A. AmiAmi Points are points rewarded for purchases at AmiAmi. The amount and rate of points earned may differ by item.
Q. How can I use my AmiAmi Points?
A. You can use your AmiAmi Points to pay for your orders.
1 AmiAmi Point can be used as 1 JPY (Japanese Yen). Customers can use their points when submitting payment for an order, from the payment screen.
In case of orders shipped within Japan, AmiAmi Points can also be used when placing a new order.
Q. When are AmiAmi Points applied to my account? Do they expire?
A. Points will be applied to customer accounts approximately 17 days after the shipment of the corresponding order. Points will be valid for 1 year from the placement date of a user's most recent order.

*Please refer to the Point Terms page for further details.
WATCH LIST
Q. What is a Watch List?
A. The Watch List is a feature you can use to make a list of items of interest. For example, you may use it to keep track of items you would like to purchase at a later time. However, please keep in mind that adding an item to your Watch List does not add the item to your shopping cart, nor does it guarantee you stock of that item. The Watch List is only a handy feature that can be used to keep track of selected items. No notifications will be sent if/when an item comes back in stock.

Please note that you must be logged in to use the Watch List feature and it cannot be used by customers without account registration.
Q. How do I add items to my Watch List?
A. You can add items to your Watch List by clicking the "Add to Watch List" button on the product page. You may then be redirected to the Log In page if you are not currently logged in.
Please note that you must be logged in to use the Watch List feature.
Q. How can I check my Watch List?
A. If you are browsing our website from your PC, you can check your Watch List by clicking the "Watch List" button shown at the top right corner of the website, next to the "View Cart" button. You will be redirected to the Log In page if you are not currently logged in. You can also check it from the "Watch List" section on your My Account page.

If you are using our smartphone site, you can check it from your My Account page or by clicking the "Cart" button at the top right corner of the site. If you have items in your cart, the Watch List will be displayed below them, at the bottom of the page.
Q. How can I remove items from my Watch List?
A. You can remove items by clicking the "Delete" button on the right side of the column in your Watch List. Please understand that items which are no longer listed on our site may be removed from your Watch List automatically without notice.
Q. How can I order an item from my Watch List?
A. You can purchase an item by clicking the "Add to Cart" button on the right side of the column in the Watch List. Once the ordering procedure has been completed, the item will be automatically removed from your Watch List.
Please note that items that are unavailable (orders closed items, etc.) cannot be added to your cart.
Q. I'm having trouble viewing my Watch List.
A. Customers need to be logged in in order to use the Watch List feature. If you are having difficulty viewing your Watch List even after logging in, please clean your browser's cache and try again. Should the problem persist, please contact our Customer Support.
ORDER QUESTIONS
Q. Can I combine/split my orders?
A. Yes, you may combine/split both new and existing orders.
New orders may be combined with existing orders during the checkout process by selecting the appropriate setting from the drop-down menu. Existing orders may be combined together through the "Combine Orders" section on your My Account page.
Splitting of existing orders is also available. Please contact us with the relevant Order ID Number and clear instructions on how you would like it to be split.

Please be advised that combined shipment is only possible for the types of items listed below:

(A) In-stock items + In-stock items
(B) In-stock items + Pre-order items scheduled to be released the current month
(C) Pre-order items scheduled to be released the same month

*When combining orders/items, Back-order items are treated in the same manner as in-stock items (Released items) and Provisional & Tentative Pre-order items are treated as Pre-order items.

We cannot combine together items scheduled to be released in different months. Please understand that some items may not be combined even though they meet the above guidelines due to size/weight restrictions, etc.

Our system may allow ineligible items to be combined together in the beginning of the month and/or if an item’s release was delayed. However, please do not combine such items/orders. We will automatically split delayed items from the original order. Deliberately combined orders containing ineligible items will be split to pre-order and in-stock item orders.

Please note that combining orders of in-stock items will not extend your payment deadline. Payment is due within 7 days of your first invoice.
Q. Can you re-combine the delayed item with my original order and ship them together?
A. Unfortunately, items that have been delayed to a different month may no longer be eligible to be shipped with their original order.
Q. Can you cancel my order/part of my order?
A. We generally do not accept cancellations. However, please notify us as soon as possible if you are absolutely in need of a cancellation.
Depending on the items/orders/your purchase status we might be able to assist; however, please be advised that the cancellations will remain in your account history and will affect your account/purchase status. Please only place an order if you are sure that you will complete the purchase.
Q. Why am I not receiving any notification emails?
A. We send our notification emails to the email address registered in your account.
You may be not receiving our emails due to (1) our email being detected as a spam or (2) your email provider blocking our email domain (amiami.com).
If you do not receive any notification emails such as the automatic order acknowledgment email after placing an order, please check your Spam folder and/or contact your email provider. Please make sure that you can receive emails from our domain.

We have confirmed that the following services currently have trouble receiving emails from AmiAmi:
@ameritech.net
@att.net
@bellsouth.net
@pacbell.net
@prodigy.net
@sbcglobal.net
@swbell.net

If you are using an email service from any of these providers, please use a different address when registering with AmiAmi. Free email services such as those provided by MSN (Hotmail, MSN, Live), Yahoo!, Gmail, and AOL are usually able to receive our emails. Gmail generally has the least problems with automated store emails.

There are also some instances where your order simply did not go through due to server congestion, a poor connection, or other technical problems. If you are unsure whether your order was accepted, please check your order history in the My Account page.
Q. Can you add an item to my order for me?
A. Unfortunately, we are unable to directly add items to customers’ orders.
If you would like to add an extra quantity or a new item to your current order, please place a new order and combine it with the current order through the ordering process of your shopping cart.
Please note that items marked as "Unavailable", "Pre-orders Closed" or "Orders Closed" on our website are ineligible for new orders. Also, please keep in mind that paid orders cannot be modified neither by the customer nor by us.

Please keep in mind that some orders/items are not eligible to be combined, and that purchasing more than the Purchase Limit stated on the product page is not allowed.

Please check the "Q. Can I combine/split my orders?" for order combination rules and "Q. I want to purchase more than the Purchase Limit. Can I place more orders?" for Purchase Limit rules.
Q. There is now a version of the item I ordered with an AmiAmi exclusive bonus. Can I switch to that version?
A. Yes. The item can be upgraded to the AmiAmi exclusive bonus version if that version is still available on our website.
Please contact us with your Order ID Number and the Item Code of the item you would like to upgrade. Please do not place a new order and please wait for us to switch the item for you.

Please also note that we cannot switch the original "edition" of the item (e.g. regular edition to limited edition, or vice versa) and upgrade is accepted only if the original "edition" is the same.

Unfortunately, we cannot downgrade an item from the AmiAmi exclusive bonus version to the version without the bonus.
Q. An item I ordered is now listed as "Unavailable"/"Pre-orders Closed"/"Orders Closed". Is my order valid?
A. The status of an item will be changed to "Unavailable", "Pre-orders Closed" or "Orders Closed" as it becomes unavailable for new orders to be placed.
If you have placed your order when the item was available for purchase and have received our order acknowledgment email (automatic order confirmation email sent by us), your order is valid.

*"Provisional Pre-order", "Tentative Pre-order", "Back-order" items may be canceled depending on their stock availability even if you have received an order acknowledgment email.

Please refer to the questions below for further details:
Q. What is a Back-order?
Q. What is a Provisional Pre-order?
Q. What is a Tentative Pre-order?
Q. The product page for an item I ordered is now gone. Is my order canceled?
A. Your order is valid if the item is still listed in your order.
We will sometimes remove the product page of items for which we can no longer accept new orders, such as initial releases of items with a re-release available, and items that are limited in supply such as game-prizes or pre-owned items.

You can check your order from the "Order History" section of your My Account page.
Q. Can I receive a discount if I order x amount?
A. At AmiAmi we do our best to offer the lowest possible prices for our items. As such, we are unfortunately unable to offer additional discounts for large orders, etc.
Q. I want to purchase more than the Purchase Limit. Can I place more orders?
A. Unfortunately, no. Please shop within the Purchase Limit stated on the product page.
Purchase Limit at AmiAmi are cumulative, and they are determined on a per-customer/household basis (including past orders), not a per-order basis. The Purchase Limit for an item may not be exceeded under any circumstances, regardless of the number of orders placed. Please note that any orders found to be exceeding those limits will be canceled.
Creating multiple accounts to bypass these limits is also not allowed, and continued violation may result in disciplinary action such as account closure.
Q. Can I give my order to another person?
A. Orders may not be transferred. Any attempt to do so may result in all orders being canceled and/or permanent closure of all involved accounts.
Q. Why was my order canceled?
A. There are several possible reasons for your order being canceled:
1. Our emails did not reach you.
Please make sure you have provided us with a valid email address and that you can receive emails from our domain (amiami.com) without being blocked by your ISP / spam filter / email application.
Smooth email exchanges are essential to complete your transaction.

2. We asked you to do something to finalize your order but didn't get any reply.
For example, if your name or shipping address was displayed in garbled characters on our side, or when we think you might have accidentally double-ordered (receiving two identical orders overnight), we will email you to confirm before proceeding with your order. Your order will be canceled after a certain period if we do not receive any reply.

3. There is an unsettled case with your previous order.
We cannot accept orders from customers with outstanding problems on previous orders. You will be able to order again once the problem has been resolved.

4. The product's release itself has been canceled, or we experienced a sudden supply shortage due to problems on the manufacturer's or distributor's side.
In such cases, customers will be notified. We sincerely apologize and ask for a kind understanding on the matter.

5. Your order has been determined to exceed store Purchase Limits.
In order to protect our customers and make sure that all customers have a fair chance to purchase the items they want, a Purchase Limit is placed for some high-demand items. If it is determined that an account has ordered items beyond the stated purchase limits, any items exceeding the purchase limit will be canceled and the account holder will be notified. Customers repeatedly exceeding the Purchase Limit may have their account closed and their open orders canceled. Please be advised that shipped items are also counted within the Purchase Limit unless noted on the product page.

6. You ordered an item that cannot be shipped outside Japan.
Flammable items, such as paints, thinners and spray cans cannot be shipped via airmail, and therefore cannot be shipped internationally. Certain items in our store, including but not limited to furniture and model firearms, cannot be shipped internationally. Any items ineligible for international shipment will be canceled from an order.

7. We are unable to accept orders from you.
We are unable to accept orders from customers whose account has been permanently closed.
PAYMENT QUESTIONS
Q. What payment methods are available?
A. AmiAmi accepts payments by PayPal, credit card, Alipay, UnionPay and cash on delivery (COD).
We accept Visa, MasterCard, American Express, JCB, and Diners Club for credit card payments.
*Credit card payment is not available for Peru, Vietnam, or Ukraine. Please select PayPal if you are in these countries.

*Regarding Credit Card Payments:
Due to a rise in fraudulent credit card payments worldwide, we may be required to ask customers to pay via PayPal in some instances.
For new customers, we may also ask that your first payment be made via PayPal for safety reasons. We apologize for the inconvenience and thank you for your kind understanding on this matter.

Cash on Delivery is only available for shipments within Japan with the exception of hotel addresses.
Q. Can I send payment to you in my local currency?
A. Unfortunately, AmiAmi can only accept payments in Japanese Yen.
Your payment will be returned if sent in any other currency. When sending payment through our website, PayPal or your bank will automatically convert your payment into Japanese Yen.

Prices can be estimated in your local currency using websites such as XE or Yahoo! Finance. Please keep in mind however that we are only able to accept payments in Japanese Yen.
Q. When do you charge my order?
A. We generally invoice our customers after all items in an order are available at our warehouse and the total shipping fee is calculated.

As we can only invoice orders when all items are in-stock, orders containing pre-order items will have to wait until they are all released and available at our warehouse. When all items are ready for shipment the shipping fee will be calculated and the order will be invoiced. Domestic shipments have a fixed shipping fee of 500 JPY (+200 JPY for Cash-on-Delivery service) per order and will be invoiced automatically as they become ready for shipment.
A "Payment Request" email (invoice) containing a payment link will be sent by us to the email address registered on the customer’s account.

Please also note that some high-priced orders/items may require pre-payment by PayPal.
Q. I haven't sent a payment. Why was there a charge on my credit card?
A. When registering new credit cards on our website or when submitting payment for orders, our credit card system will perform checks with your card's issuer to verify the validity of the card. How cards are verified varies by card issuer and in some cases temporary charges may be placed on the card. Unfortunately, neither our store nor our credit processing company have any control over how your bank verifies your card, including the amount of any temporary charges. Please contact your credit card issuer for more information.
Q. Why do I keep getting an error when I try to register/use my credit card?
A. Credit cards at our store are processed through a third-party company and unfortunately we are unable to provide assistance if your card cannot be registered or used on our website. Please kindly consider submitting your credit card payment through PayPal instead if you continue receiving errors.
Q. Do you accept debit cards?
A. Customers may use their debit card if they are able to register it on our website. Please be advised that we do not recommend using debit cards for payment however as the way some cards are verified or charged may cause overdrafting if there are insufficient funds.

*Please understand that AmiAmi cannot be held responsible for any fees incurred when using debit cards on our website.
Q. Why was my payment method changed?
A. The selected payment method is or has become unavailable for your order.
Please keep in mind that our store reserves the right to change an order’s payment method at our discretion. Your payment method will be changed by us if the order includes an item that cannot be paid by the selected method. We may also request new customers to change their payment method to PayPal from credit card due to safety reasons.

Please refer to the Payment/Shipping page for more details.
Q. Can I pay for half my order now and the other half later? Can I pay for the item first and shipping later?
A. We are unable to accept partial or split payments. All payments are due in full within 7 days of payment request.
Q. I'm having trouble with my account. Can I have a friend pay for my order? Can I pay for my friend's order?
A. Please submit payment for your orders using your own payment information.
If we discover payments originating from other individuals, the accounts may be determined to be duplicates and both accounts may be closed without warning.
Q. My order isn't showing up on the "Orders Awaiting Payment" page.
A. Please click and check the "VIEW ALL UNSHIPPED ORDERS" link in the "Order History" section of your My Account page. Please contact us if you still cannot find your order.
Q. The item I ordered is marked as released on your website but I haven't received an invoice.
A. Please keep in mind that invoices are sent after all items in an order have been released and the order is ready to be shipped.
If your order contains a mix of pre-order and in-stock items, the order will be invoiced after all pre-order items have been released. While we do our best to send invoices out as quickly as possible, please understand that it may take some time to send invoices for all orders that are ready to be shipped.
Q. I'm transferring funds from my bank account to PayPal but it won't go through until after the payment deadline. What can I do?
A. Please understand that we cannot extend payment deadlines for any reasons. Instead of transferring funds from your bank to your PayPal account, we suggest sending an eCheck, which would directly transfer funds from your bank account to our PayPal account. Please contact us if you would like to send an eCheck for your order.
Q. Can you extend my payment deadline?
A. All orders must be paid for within 7 days after payment request. We kindly ask that all customers pay for their order within the stated payment period. Please note that any orders that have gone past the stated 7-day payment period will be canceled and any items contained within will be ineligible to be re-ordered at our store.
Q. How do you handle and protect my credit card information?
A. All credit card transactions are handled by a reliable third-party credit card payment agency. Your credit card information is never transmitted to AmiAmi and therefore there is no possibility of your credit card information being stolen from our site or servers.

In order to protect cardholders from fraudulent charges, we may request payment via PayPal depending on order amount and/or customer order history, even if credit card is selected as the payment method.
Q. I want to send an eCheck but I don't see it as an option.
A. Please contact us if you would like to send an eCheck as payment for your order.
Q. I sent an eCheck and it won't clear until after the payment deadline. Will my order be canceled?
A. As long as the eCheck was initiated before the payment deadline, we will wait until it clears. However, your order will be canceled if the eCheck fails to clear.
Q. I'm having trouble with my PayPal account! What can I do?
A. We are unfortunately unable to provide support for PayPal or its services.
Please contact PayPal to resolve any problems. If you would like to change your payment method, please do so through the "Modify Existing Orders" section on your My Account page.

Please note that payment deadlines may not be extended due to PayPal or banking problems.
Q. What is 3D Secure?
A. 3D Secure is an added layer of security for online credit card payments. Customers who have set a 3D Secure password will be asked to enter their password when authorizing direct credit cards payment at our store.
Q. I received a confirmation from Alipay/UnionPay of my successful payment but AmiAmi told me it was not accepted. What can I do?
A. In case your first payment fails, our Store will reinvoice the order via Paypal.
If you however, have received the confirmation from Alipay and UnionPay that your payment was successful, kindly contact our customer support providing your Order ID Number and a screenshot of your transaction.
SHIPPING QUESTIONS
Q. Do you ship to my country?
A. We ship worldwide. Please note however that some items such as flammables, items that include lithium-ion/rechargeable batteries (eg. handheld game consoles), etc. may not be eligible for international shipment due to mailing restrictions set forth by Japan Post.

For more detailed information, please check our Payment/Shipping page.
Q. What shipping methods do you offer?
A. We offer shipment by EMS, DHL, Air Small Packet, SAL Parcel, SAL Small Packet (registered, unregistered) and local courier for domestic delivery.
Unfortunately, we are unable to offer any other shipping options.

*Local courier type (Sagawa Express / Yamato / Japan Post) cannot be selected by the customer.

For more detailed information, please check our Payment/Shipping page.
Q. What is the shipping cost for this item? Can I change my shipping method or address?
A. We can provide shipping estimates for in-stock items. Please contact us with the Item Code.
Unfortunately, we are unable to provide estimates for pre-order items, as their final weight and size are still undetermined. Please also note that the maximum item quantity we can provide shipping estimates for in a combined order is 3-4 items.
The customer will be notified of the final shipping fees when an order is invoiced.

If you would like to change the shipping method or address for your order, please do so through the "Modify Existing Orders" section on your My Account page.

For more detailed information, please check our Payment/Shipping page.
Q. I wrote my shipping address incorrectly! What can I do?
A. If your order has not yet been paid for or shipped, please correct the error through the "Modify Existing Orders" section on your My Account page. Please make sure that you have received a confirmation email of the changes. The address of orders that have been shipped or are in the process of being shipped cannot be modified. Please always double-check the shipping address before submitting payment for your order.

*Customers can also edit their shipping address through the "Address Book" section and/or the "Modify Customer Information" section on their My Account page. Please keep in mind that changes made via these sections will only be applied to orders made after the changes and not to previously placed orders. The address of previously placed orders must always be changed from the "Modify Existing Orders" section.

If a package is returned to us due to an incorrect shipping address, we will contact you to arrange reshipment. Please note that all shipping fees related to a returned order require payment by the customer.
For more information on returned orders, please check "Q. My package was returned back to you. What can I do?".
Q. Can you sell/send me just the bonus item?
A. Unfortunately, we are unable to ship only parts or the bonus of an item. Please keep in mind that we cannot open items at our warehouse even if requested.
Q. I selected Air/SAL Small Packet for my order. Why was it changed to EMS/DHL/SAL Parcel?
A. Air/SAL Small Packet shipments are restricted to 2 kg in weight and 90 cm in size. The shipping method will be changed to EMS, DHL or SAL Parcel if your order exceeds these limits.
Please note that some countries also have size limitations for SAL shipments preventing us from using some of our larger shipping boxes. EMS or DHL may be the only available shipping methods to these countries.

*Please note that our store reserves the right to update an order's shipping method at our discretion.
Q. Can you mark my package as "Gift" and/or write a lower value?
A. While we sympathize with customers who are required to pay customs taxes on shipments, it is against Japanese law for us to mark items as "Gift" or write lower values for items and we are therefore unable to comply with any requests to do so. Before placing an order, please keep in mind that taxes may be imposed on it when it arrives in your country.
Q. Do you offer gift wrapping/message card services?
A. Unfortunately, at the moment AmiAmi does not offer gift wrapping, message cards or any other services regarding the shipping composition.
Q. The website says my order was shipped but I never received a shipping notification.
A. Shipping notification emails are not immediately sent upon shipment of an order; they are generally sent within 24 hours. If you are still unable to locate our shipping notification email, please check your spam mail folder and/or ISP/email application setting. Please make sure that your email address can receive emails from our domain (amiami.com).

We can provide the order shipment date and/or the tracking number via email upon request.
Please keep in mind that tracking service is not available for unregistered shipments and we are unable to provide any assistance even if requested.
PROBLEMS WITH DELIVERED ORDERS
Q. Why was I asked to pay extra to receive my package?
A. Some countries may require customers to pay import fees in order to receive their packages. These fees are paid to your local government and our store unfortunately has no control over them. Please consider any import fees you may be obligated to pay before placing an order at our store. Our store is unable to undervalue shipments or mark them as "Gift" to avoid customs fees.
Q. My package was opened by customs. What can I do?
A. Some countries may require that packages be opened during customs inspections. Unfortunately, there is nothing our store can do to prevent this and we cannot be held responsible for the actions of customs officials. Please be advised that we cannot provide compensation or exchanges for any items lost, seized, or damaged during customs inspections.
Q. My package was returned back to you. What can I do?
A. Packages may be returned because they remained unclaimed, the wrong address was specified, etc. We will contact customers whose packages have been returned to our warehouse to arrange reshipment. Items will be re-shipped in the same condition as they were returned to our store. In case a reshipment fee is required, our shop will be unable to cover it, therefore we will require that the customer pay for it. Postage fees for initial delivery are non-refundable.
Please also note that, in certain cases, orders shipped with SAL parcel or DHL may be charged an additional shipping fee to return the parcel to us. As with reshipment fees, we are unable to cover it and will require the customer to pay for it.
Q. My order is taking an extremely long time to arrive. What can I do?
A. If you feel your order is taking too long to reach you (over 3 weeks for EMS, or 2 months for Air and SAL), please have your parcel's tracking/delivery confirmation number ready and make an inquiry at your local post office about its delivery status. Your parcel may be waiting at the post office undelivered or may be in customs at the port of entry.

EMS/Registered shipments cannot be delivered until a signature is obtained from the recipient. Unregistered shipments, however, can be left outside. Please look for an Undeliverable Shipment notice in your mail box. The notice should tell you where and until when you can pick up your package. If the post office was unable to deliver the package due to some fault of the customer (wrong address/undeliverable package) and was returned to us, we will contact you to arrange reshipment. Please note that all shipping fees related to a returned order require payment by the customer.
For more information on returned orders, please check "Q. My package was returned back to you. What can I do?".

Please note that SAL shipments are sent via surface mail once inside their destination country. If you live in a large country (notably the U.S., Canada, Australia, Brazil, Russia and Mexico), SAL packages may take several days/weeks to be transported within their destination country.

If you feel you have waited long enough but your parcel still cannot be located, please contact us first instead of opening PayPal disputes or filing chargebacks with your credit card company. We will do our best to resolve any problems that may arise, but PayPal disputes and chargebacks will slow down our process for a prompt and amicable settlement.

For detailed information regarding parcel insurance and compensation for lost parcels, please check our "Available Shipping Methods" chart in the Payment/Shipping page.
Q. My package looks like it's been damaged. What should I do?
A. PLEASE -- If you think something may be wrong with your package: (1) Take pictures before opening, and (2) Open it with a post office representative present, if possible. If the item inside was broken, please file a damage report with your local post office. Once you have signed the applicable document and received a copy, please forward a scan of it to us. We will then be able to file for insurance compensation with Japan Post.

If your parcel was shipped with DHL, please contact us as soon as possible with a clear picture showing both the damage and the paper invoice/shipping label. Our shop will contact DHL to file for compensation. Please do not throw away the shipping documents (invoice, shipping label) until the problem is solved.

Please note that we are unable to provide refunds/replacements for uninsured items damaged during shipment. For this reason, we highly recommend EMS, DHL, Air Small Packet or Registered SAL as the shipping method, especially if you are purchasing high value or fragile items.
Q. The image on your website is different than the item I received!
A. Because we often list our merchandise before the final products are released, most photos shown on our website are of prototypes or samples provided by the manufacturer. There may be some inconsistencies between the prototypes and the ones actually marketed for mass-production. Additionally, some products have sections that need hand painting at the factory, which may also cause individual differences. These are not considered manufacturer's defects. Occasionally you may notice small imperfections in paint or parts on your item. These are naturally occurring inconsistencies caused by the mass-production process and are not considered defects.
Q. An item/part of an item in my order arrived missing/broken!
A. Please contact us as soon as possible and include (1) a detailed explanation of the problem, (2) a clear, close-up photo of the defective part and (3) a clear photo of the defective part together with the paper invoice/shipping label.

We will get back to you as soon as possible with a solution. Please understand that it may take us a few days to respond to your claim, as we will need to consult with management. We cannot provide resolution to any claims if the photo received does not include the shipping label or the paper invoice.

Please note that we are unable to accept responsibility for damage limited to a product's outer packaging.
Q. I accidentally broke my item. Can you help me get replacement parts?
A. We are unfortunately unable to provide service for items damaged by customers, nor can we act as a middle-man between customers and manufacturers for replacement parts. Please note that manufacturers cannot provide support for international customers.
USEFUL LINKS
Shipping: EMS, DHL, Small Packet, SAL Parcel, Registered Mail, Sagawa Express, Japan Post (domestic, international)
Currency: XE , Yahoo! Finance
Tracking Within Japan: Sagawa Express, Japan Post, Yamato
International Tracking: Japan Post, DHL

Updated Date : Jul. 20. 2017