Q. How do I contact you?

A. Please contact us via the mail form on our Contact Us page. You may also phone us at +81-3-3813-5851 (Mon-Fri 12:00PM - 5:00PM JST, except holidays).

Q. I'm going to be in Japan. Do you have a store I can visit?

A. AmiAmi unfortunately does not have a physical retail store. We can, however, ship to any residential or work address in Japan. (Please be advised that we cannot ship to hotels or forwarding centers.)

Q. Do you offer wholesale or drop shipments?

A. Sorry, we do not provide wholesale or drop shipment services.

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 place an order with AmiAmi, please place all orders using one account. Any accounts determined to be a duplicate will be suspended 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 account suspension.

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Q. I placed an order but haven't received any notification.

A. An order acknowledgement is automatically sent to the e-mail address registered on the account after an order is placed. If you have not received any such notification, please check your Spam folder. In some cases e-mails from the amiami.com domain are blocked. Please check with your e-mail provider to make sure you can receive e-mails from our domain. We have confirmed that the following services currently have trouble receiving e-mail from AmiAmi:

@ameritech.net
@att.net
@bellsouth.net
@pacbell.net
@prodigy.net
@sbcglobal.net
@swbell.net

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

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 if your order was accepted, please contact us so that we may have a look for you.

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.

Q. When will you offer ______ for pre-order/sale?

A. Information on new or upcoming releases are added to our website as soon as we are able to, and as such we generally do not know what products we will or will not be able to carry until the day they go up on our site. Because of this we are usually unable to say for sure if or when we will be able to carry a particular item that has not yet been officially announced to stores by its manufacturer.

Q. Can you cancel my order/part of my order?

A. AmiAmi generally does not accept order cancellations. Please only place orders for items you intend on purchasing.

Q. I'd like to add an item to my order. Can you add it for me?

A. Unfortunately we are unable to directly add items to orders. If you would like to add items to your order, please place a new order for the additional items you would like and combine the new order with your current order. Combining additional orders will still be subject to conditions for combining orders as stated above.

Please understand that we cannot accept any requests for orders of sold out items.

Q. There's an item I want but it's sold out. Can you let me know when it's back in stock?

A. We cannot take any further orders for items that are sold out and unfortunately if or when we can get more stocks is unknown. There is no "wait list" system for sold out items, nor can we send notifications or answer any questions regarding restocks. If we are able to get more stocks of an item, our website will be updated and the item will be available for purchase.

Please keep an eye out for any updates on our website. You can also add Sold Out items to your Wish List and monitor their status from there.

Please understand that we cannot add items to an order in the event that a sold out item is canceled by another customer.

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 receive that item in stock. This process can take up to 2 weeks to complete and there is no guarantee we will be able to get the item for you, although in most cases we are able to complete these orders. Please note that combining back-ordered items with in-stock items will delay your in-stock order's shipment.
Items marked as Sold Out are unable to be back-ordered. Only items marked as "back-order" are eligible to be back-ordered.

Q. What is a Provisional Pre-order?

A. Items whose prices are subject to change or whose stock levels are subject to change may be marked as "Pre-order (provisional)." These items can be ordered as normal and customers will be notified in the unlikely event of a price change or change in availability for their order.

Q. What is a Tentative Pre-order?

A. Pre-order items whose availability is still uncertain may be marked as "Pre-order (tentative)." These items are generally produced in limited quantities and as such require additional confirmation with regards to availability. We will inform customers as soon as possible to confirm whether or not we are able to procure stock of these items for their order.

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 any further discounts for large orders, etc.

Q. I want more quantities than the max limit for this item. Can I place more than one order?

A. Order limits at AmiAmi are cumulative, and they are determined on a per-customer/household basis (including past orders), not a per-order basis. Order limits for an item may not be exceeded under any circumstances, regardless of the number of orders placed, and any orders found to be exceeding those limits will be canceled. Creating multiple accounts to bypass these limits is also not allowed.

Q. Why was my order canceled?

A. There are several possible reasons for your order being canceled:
1. Our e-mails did not reach you.

Please make sure you have provided us with a valid e-mail address and that you can receive mails from our domain (amiami.com) without being blocked by your ISP / spam checker / e-mail application.

Smooth e-mail exchanges are essential to complete your transaction.

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 e-mail you to confirm before proceeding with your order. If no reply is received from you after a certain period, we usually choose to cancel the entire 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.

If this occurs, we sincerely apologize and appreciate your patience and understanding on the matter.

In order to protect our customers and make sure that all customers have a fair chance to purchase the items they want, Order Limits are 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 purchase limits may have their account suspended and any open orders canceled. Please be advised that shipped items also count towards the purchase limit.

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.

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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. The chosen payment method may also affect the rate of points earned.

Q. How can I use my AmiAmi Points?

A. 1 AmiAmi point may be redeemed for 1 Japanese Yen. Your accumulated points may be used when paying for orders.

Q. When are AmiAmi Points applied to my account? Do they expire?

A. Points will be applied to customer accounts approximately 17 days after shipment of the corresponding order, and are valid for one year from the date of the last order shipment. Placing a new order will extend the expirate date of your point total an additional year.

*Please refer to the "Point Terms" page for further details.

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Q. What is a Wish List?

A. The Wish 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 they would like to purchase at a later time. However, please keep in mind that adding an item to your Wish List does not add the item to your shopping cart, nor does it guarantee you stock of that item. The Wish List is only a handy feature that can be used to keep track of selected items. No notifications will be sent in the event an item comes back in stock.

Q. How do I add items to my Wish List?

A. You can add items to your Wish List by clicking the "Add to Wish List" button on the item page. You may then be redirected to the Log In confirmation page if you are not currently logged in. You must be logged in to use the Wish List.

Q. How can I check my Wish List?

A. You can check your Wish List by clicking the "Wish List" button shown on the right side of the "Cart" button on the top page. You can also check it from My Account by clicking on "Wish List".

Q. How can I remove items from my Wish List?

A. You can remove items by going to your Wish List and simply clicking on the "Delete" button shown on the column of the item you would like to cancel. Please understand that items which are no longer listed on our site may be removed from your Wish List automatically without notice.

Q. I want to order an item from my Wish List.

A. You can purchase the item by entering your Wish List screen and clicking on the "Add to Cart" button shown on the column of the item you would like to purchase. Items whose current stock/sale status precludes ordering (Sold Out items, for example) cannot be added to your cart. Once the ordering steps have been completed, the item will be automatically removed from your Wish List.

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Q. What payment methods are available?

A. AmiAmi accepts payments by PayPal, credit card, and cash on delivery (COD).

We accept Visa, MasterCard, American Express, JCB, and Diners Club for credit card payments.

Cash on Delivery is only available for shipments within Japan.

Q. Can I pay for half my order now and the other half later?

A. We are unable to accept partial payments. All payments are due in full within 7 days of payment request.

Q. My order is past due. What can I do?

A. Please send payment for your order as soon as possible. Orders that are past due for payment are not eligible to be combined, split, or partially canceled. Payment deadlines unfortunately cannot be extended.

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. All unpaid orders will be canceled and any items contained within will be ineligible to be re-ordered at our store. Please note that any orders that have gone past the stated 7-day payment period are no longer guaranteed and the items contained therein may be offered to other customers or moved to their orders without notice.

Q. How do you handle and protect my credit card information?

A. All credit card transactions are handled by a credit card payment agency managed by the Bank of Tokyo-Mitsubishi UFJ, the largest bank in Japan. 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 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. Payment deadlines may not be extended due to PayPal or banking problems. If you would like to change to payment by Credit Card, please do so through your My Account page.

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Q. What is the shipping cost for ______? Can I change my shipping method or address?

A. We are able to provide shipping estimates for any in-stock item. Simply contact us with the item you are interested in and the country you would like it shipped to. Unfortunately we are not able to give estimates for any pre-order items because their final weights and sizes have not yet been determined.

If you would like to change the shipping method or address for your order, please do so through your My Account 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 mistake through your My Account page. The address of shipped items cannot be modified. Please always double-check the shipping address before placing your order.

If a package is returned to us due to an incorrect shipping address, we will request the customer cover shipping charges for re-delivery.

Please note that the address update function on our web site does not affect previously placed orders. Only future orders reflect the changes. If you have moved or require an address change for previously placed orders, please update the address through your My Account page before sending payment. Shipping updates generally can not be made after an order is paid for.

We do not use PayPal addresses for shipping, nor are the Notes section of PayPal payments checked. Please do not put any important information, such as address changes, there as they will not be used to update your order.

Q. Can you combine/split my orders?

A. New orders may be combined with existing orders during checkout by selecting the appropriate setting from the dropdown menu.

If you require combined/split shipping for existing orders, please contact us with the relevant order ID numbers and your instructions.

Please be advised that only the following types of orders may be combined:

In-stock items + In-stock items
In-stock items + Pre-order items scheduled to be released the current month
Pre-order items scheduled to be released the same month
Orders whose payments are not past due

Please understand that some items may not be combined even though they meet the above guidelines due to size/weight restrictions, etc.

For combined order purposes, back-order items are treated in the same manner as in-stock items.

Combining orders of in-stock items will not extend your payment deadline. Payment is due within 7 days of your first invoice.

Q. The shipping address on my AmiAmi account and PayPal account are different. Which one will you ship to?

A. We will always use the shipping address specified on your order or AmiAmi account. We do not use the shipping address on your PayPal account.

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. If your country imposes taxes on shipments, please keep that in mind when placing your order.

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 2 weeks for EMS, or over 6 weeks for SAL shipments), please have your parcel's tracking/delivery confirmation number ready and make an inquiry at your local post office about its delivery status. Your package may be waiting at the post office undelivered or may be in customs at the port of entry. EMS/Registered SAL shipments cannot be delivered until a signature is obtained from the recipient. Unregistered SAL 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 request additional postage for re-delivery.

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 transport within their destination country.

Q. Can you gift wrap my items or add a special message to my order?

A. Unfortunately AmiAmi cannot accept any requests for gift wrapping, special messages or other requests regarding shipping composition.

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Q. My package looks like it's been damaged. What should I do?

A. If any damage occurs during shipment, we will need your cooperation to make a claim with your local post office.

PLEASE -- If you think something may be wrong with your parcel: 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 and they should be able to resolve the problem. Please note that we are unable to provide refunds/replacements for uninsured items damaged during shipment. For this reason, we highly recommend choosing EMS or Registered SAL for your shipping method.

For EMS shipments, if your order has been damaged during shipment, 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.

For Registered SAL Small Packet/Parcel Post shipments, all insurance compensation is handled by the recipient's post office. We ask that you please contact your local post office or postmaster and file the necessary forms for insurance compensations with your postal agent.

No insurance coverage is available for unregistered shipments and as such, neither AmiAmi, Japan Post, nor your local post office can provide any service/compensation for damage during shipment. Please keep this in mind when purchasing high value 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 in our catalog 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 within 7 days from delivery and include close-up photos of the defective parts along with a detailed explanation. 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 reported more than 7 days after delivery.

Please note that we are unable to accept responsibility for damages 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 can not provide support for international customers.

Q. Is it possible to have ordering privileges revoked or my account suspended?

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 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.

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