FAQ

FAQ

Regarding Orders

 

  1. When can I receive the shipping confirmation with the tracking number for my order?

 

We would give you the shipping date and the tracking number for your order once your order has been shipped.

If you have not received any shipping confirmation from our sales agent, please be so kind to contact us by e-mail (imj@ishibashi.co.jp)

 

  1. How do I cancel my order?

 

Please send us an e-mail (imj@ishibashi.co.jp).

Please note that we accept cancellation of your order if you are at all dissatisfied with your purchase due to the items being incorrect, damaged or defective.

For any other personal reasons, (ex. high custom duty) we do not accept cancellation of your order.

 

  1. The item I have ordered has been delivered with damage. What should I do?

 

If your order appears to being damaged due transport, please contact your carrier that delivered the package to you.

Please hold on to the damaged item, the box, and all the packing material as-is.

At the same time, please contact us by e-mail with the pictures of the damaged item attached to it.

Upon receipt of your message, we would give you further instructions.

We recommend you to open the package in front of the deliverer to confirm that there is no damage with the item you have ordered from us.

 

  1. Can you ship my order to a particular exporter?

 

We are sorry, but we do not ship your order to an exporter or any other agent.

 

  1. The information of the used items posted on your web page seems not to be enough. How can I get more detailed information?

 

Due to the fact that the space used to write comments for the used items are small, and the time for our salesclerk to write comments for the used items is limited, we would kindly like to ask you to contact us directly from the inquiry form if you need any further information for the specified item.

We would check the condition and accompanying item with our salesclerk upon receipt of your message.

 

  1. When I arrange payment by Paypal, could you ship the item to a different address which I have registered to my Paypal account?

 

No, we could not. We would only ship items to the shipping address you have registered to your Paypal account. If you would like us to ship the item you have ordered to a different address from the address registered to your Paypal account, please arrange payment by bank wire.

 

  1. For the purpose of avoiding paying expensive import tax when receiving my order, would you please write a lower value on the shipping document?

 

We DO NOT under-value merchandise or mark the item as a "GIFT" on customs forms.　Doing that is against U.S. and international laws.

We apologize for the inconvenience and appreciate your kind understanding in our company policy.

 

 

Regarding “My Account”

 

  1. What is “My Account?”

 

This allows you to view your order history and edit your delivery or password information.

 

  1. After placing an order I noticed that my delivery address information was out-of-date. Can I change it using My Page?

 

No. Changing your delivery address after placing an order will have no effect on the order. If the delivery address or mail address changes after an order has been placed, please contact our customer service center as rapidly as possible.

 

  1. I forgot my password and I’m unable to log in.

 

We are unable to view a customer’s password or personal information, so please reset your password.

 

  1. I requested a password reset but the email didn’t arrive.

 

Normally, you will receive an email notification 1-5 minutes after your password reset request, to the email address that you registered with. If you don’t receive an email within 10 minutes then you may be unable to receive mail from us due to your spam settings. It may be necessary for you to set your email settings to allow mail from our domain to be delivered to you. Please refer to the “Domain Settings” section to allow mail from our domain, and then request the password reset mail again.

 

  1. Can I change my email address?

 

Please change your registration information using My Page. If you change your email before placing an order then the new email address will be reflected in your next order. If you change your email address after placing an order then please contact the customer service center as rapidly as possible.