Shipping Pre-orders Order Issues Payment Cancels and Returns

enso.svg.png Shipping

All of our items are shipped from Japan. Our typical handling time is 1-3 business days after payment has cleared, but please note that certain products, as well as the overall quantity of items within an order will require more time to prepare. Some of our secondhand items may take up to a week for us to receive.

Business Calendar: YenToZen is closed on weekends and national holidays in Japan. and our warehouse team does not process orders on these days. We respond to all inquiries, in order, when regular hours resume.

 

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Shipping Options:

 *It is important to note that regardless of the service, all couriers are subject to possible delays.

Economy Air The most affordable option provided by Japan Post, at the cost of NO tracking. Bear in mind that these packages have lower priority than other services. Delivery times may be more greatly impacted by postal circumstances in your country.

If you would like to save some money on shipping and do not mind waiting, this is the option for you. 

Standard Air Registered Higher priority shipping than Economy Air, includes tracking, and comparatively quick delivery times.

This is the middle ground option providing tracking at a reasonable price point.  If you would like some assurance and do not mind waiting for more than a week, this is your choice.

EMS (Express) This is the fastest service provided by Japan Post. Includes tracking.

DHL (Express)  Rapid shipping and tracking, a premium service for those who prefer speed.

If you are unable to select a particular shipping method, please be aware that Economy and Standard Air shipping have package size and weight limitations. A combined order of items exceeding this size/weight limit will automatically remove these methods from the selectable shipping options. If, for any reason, a size/weight miscalculation occurs, we reserve the right to send the items in two or more packages using your originally selected shipping method.

In special cases (e.g. a shipping service becomes temporarily unavailable), we may upgrade the shipping to an equal or higher priority service after consultation. 

Shipping Fees:

You can check shipping costs before checkout by simply viewing your cart. Add any combination of items to your cart and click the "Add Info" button to enter your address. Then, click the "Estimate Shipping" button to see available shipping methods.

Combine Shipping:

Adding multiple products to your cart will consolidate them for shipping during checkout. The combined shipping costs are calculated automatically, depending on the total weight and size of your entire order.

Please make sure to add ALL products you would like to purchase to your cart before completing your purchase, as we usually do not accept requests to merge orders or add items outside of special circumstances. 

enso.svg.png Pre-orders

Pre-orders are products that have been announced but are NOT yet released by the manufacturer. If an older product has a newly scheduled rerelease, it will also be marked as "pre-order" on our store.

Payment for pre-orders is collected immediately after checkout. While we do charge you immediately, we also accept cancellations before the release date and shipment of the order. However, please note that in such cases, our Cancellation Policy will apply.

Pre-orders will be shipped near the release date shown on the product page. Please note that release dates are subject to delays for numerous reasons, but we do our best to keep product pages updated consistently in case of any changes.

Combining in-stock items with pre-orders:

If multiple pre-order items are combined, we will not be able to dispatch the order until ALL items are released and available.  Even if some items were in stock at the time of purchase, if they are combined with any pre-orders, we will not send your order until the final pre-order has released.

If you would like to receive items sooner after their release date, we suggest placing separate orders for each pre-order item.

Our Cancellation Policy will apply for any partial or full order cancellation requested under these circumstances.

Shipping Address Changes:

If you would like to change the shipping address of your existing order/s, please contact our customer support at info@yentozen.com with the order number and your new address details.

Please understand that in most cases, we are unable to make any changes to an order that has already been shipped.

enso.svg.png Order Issues

Late Deliveries and Lost Orders:

The delivery time frame described in the above table is an estimate, and it is not uncommon for packages to take longer than expected to arrive. We do not take responsibility for shipping delays due to the courier's circumstances, and orders will not be eligible for any kind of special compensation in said cases.

When selecting a shipping method that includes tracking, please be sure to check the status of your delivery somewhat frequently, using the tracking number associated with your order. If delivery is taking considerably longer than our estimates, we recommend first and foremost to contact the postal service or carrier in your country for more information.

If a package appears to be lost, please contact our customer support (info@yentozen.com), and we will start an investigation with the postal service.

Any compensation will be offered in the form of Store Credit, outside of special circumstances.

Damage in Transit:

If a package appears to be badly damaged at the time of delivery, we recommend that you do not accept it. Contact our customer service team at info@yentozen.com, and we can file a claim with the postal service in question (some customer cooperation may be necessary).

If you receive a package and the items inside are damaged, please contact us at info@yentozen.com with photos or video as proof, and we will find a solution with you.

We reserve the right to decide on a case-by-case basis if the damage is substantial enough to be eligible for compensation. In any other case, our Return Policy will apply.

enso.svg.png Payment 

We accept online payments via PayPal, credit card, and digital money like Alipay.

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Pricing In Your Currency & Charges:

Our default currency is Japanese Yen (JPY). Prices can also be displayed in US Dollars, Euros, British Pounds, Australia Dollars and Canada Dollars (you can click any of these options to apply the changes).

Please note that your purchase will be charged in Japanese Yen. If you are viewing one of the above alternative currencies for reference, be aware that depending on PayPal's or your Credit Card company's exchange rates, there may be a minimal discrepancy between the costs shown during checkout and the amount charged.

Customs

Import Fees & Taxes:

As all orders are shipped directly from Japan, any import fees or taxes for foreign imported goods imposed by your country will be the buyer's responsibility. These additional fees are not included in the final price.

As the rules and value thresholds differs by country, please refer to your country's government websites for more information.

Any order returned or not accepted due to unpaid import duties will be subject to a 10% re-stocking/cancellation fee if a refund is requested. Please also see our Return Policy.

enso.svg.png Cancels and Returns

Cancellation Policy:

We reserve the right to accept order cancellations on a case-by-case basis and are unable to cancel orders that have already been shipped or packaged. 

We can either refund payments as Store Credit (a YenToZen customer account is required) or to your original payment method, if your request for a cancellation is accepted.

Please note that requesting a refund to the original payment method will incur a 5% re-stocking/cancellation fee, which will be deducted from the refunded amount.

Return Policy:

In the case a product differs from expectations, is defective or malfunctioning, a return for a specific order can be requested in your Order History page (only if you have a YenToZen account) or by contacting our customer support.

Any return requested by the customer must first be approved by our staff and can only be requested within 1 week from the date of delivery.

Products returned must include their original packaging and be complete of all accessories or parts, as in the original order. The customer will be responsible for any shipping fee, as well as all risks and damage associated with the return.

Any non-authorized return (wrong shipping address, undeliverable or unclaimed package etc.) will not be eligible for a full refund and shipping fees will be required once more if the customer would like for the order to be sent again.

Refunds & Order Compensations:

Order compensations will usually be offered as Store Credit.

In particular cases, or if specifically requested by our customers (all other policies apply), we will offer to refund the amount to the original payment method. However, we reserve the right to decide this on a case-by-case basis.

Refunds to the original payment method will be processed in our default currency (Japanese Yen). Any applicable fees or exchange rate discrepancies by the credit card company or PayPal will not be our responsibility. 

Please contact us at info@yentozen.com for cancellation / return requests.