Shipping, Refunds & Return Policy
Shipping Policy
Handling Time
All orders placed with us are usually processed within 72 hours (3 business days; which fall between Monday - Friday). We do not process orders on weekends or Japanese national holidays. All packages will be shipped from Japan.
The shipping method does not impact the handling time of orders, meaning orders using Express shipping will not receive priority treatment or faster handling time.
In addition, the single card undergoes a special inspection process to maintain quality.
Therefore, it may take up to two week from the time the order is received to the time of shipment.
Shipping Time
The shipping durations displayed on our website are average estimations in business days, based on our experience. Please note that the handling time of 72 hours is separate from the shipping time. In some cases, shipping and handling can take longer, especially during high seasons like Christmas or New Year.
Potential delays caused by customs are not included in the estimated shipping time. If you live in a country with strict customs, please factor in some additional time for customs clearance.
As the shipping is not a service of PokeNinJapan but the postal services or FedEx or DHL, delays caused by the post office or customs do not give right to any kind of compensation, suspension or cancellation.
If a shipment is taking considerably longer than expected to arrive, please have your tracking number handy and get in touch with our support team and your local post office. In some cases the tracking status doesn't get updated properly even though your shipment is already at the post office or stuck at the customs inspection.
Pre-Order item
Pre-ordered items will be shipped within 5 days of release. There may be delays when new products are released due to the large number of orders.
If you order a pre-order item and an in-stock item at the same time, they will be shipped at the same time as the pre-order item.
Note
·If multiple orders are received from the same customer, they may be shipped in the same packaging. If you always need to separate your orders due to customs or other reasons, please contact us.
·Import duties, taxes and charges are not included in the item price or shipping charges. These charges are the buyer’s responsibility. However, for goods destined for the UK under £135, VAT is included.
·Please check with your country’s customs office to determine what these additional costs will be prior to buying(incoterms is a DAP.).
·These charges are normally collected by the delivering freight (shipping) company or when you pick the item up – do not confuse them for additional shipping charges.
·We do not mark merchandise values below value or mark items as “gifts” – US and International government regulations prohibit such behavior.
·If your package is lost, stolen, or damaged during shipping, the standard warranty policy of the shipping company (FedEx, DHL, JapanPost) will apply and the warranty fee will be paid to you. If you wish to purchase additional insurance for your package, please contact us.
Refund Policy
In-stock items
As a general rule, once your order has been placed it cannot be cancelled. Should however special circumstances apply, a cancellation is possible and a restocking-fee of 20% will be deducted from your ordered items' value, the minimum fee being ¥1500. PokeNinJapan reserves the right to decide on a case-by-case basis whether to accept a cancellation request or not.
Orders that have already been shipped cannot be cancelled. Customers who want to return a shipped order may refer to our return policies.
Pre-order items
Pre-orders cancelled up to 7 days prior to the release date will be subject to a cancellation fee of 20% of the item price.
Cancellations beyond this deadline will be charged a 25% cancellation-fee of the pre-ordered item(s), the minimum fee being ¥1500.
Free cancellations cannot be given for delayed release dates.
Return Policy
Returns
All returns must be approved in advance by our support staff.
Please contact pokeninjp@gmail.com if you want to return your order.
Any approved return must be sent back to us within 7 days after delivery. A 15% return fee of the ordered item(s) will be charged, the minimum fee being ¥1000. The customer is responsible for bearing all costs associated with the return.
Returns need to meet all of the following conditions:
- All items must be complete, undamaged and in saleable condition
- New items must be factory sealed and unopened
- Returns have to be sent via registered mail
- All items have to be in their original packaging and well packed for shipping
- A print-out of the invoice must be included
It is the customer's responsibility to ensure the safe and undamaged arrival of the returned item(s). Refunds will be paid out after the arrival of the returned item(s).
Compensations & Refunds
If exceptional circumstances apply, refunds in can be offered and will be issued in Japanese Yen. We reserve the right to decide this on a case-by-case basis.
Please note that PokeNinJapan does not cover any fees charged by your credit card company or PayPal when processing refunds. All applicable fees are the sole responsibility of the customer.
For other policies, please refer to the links provided at the bottom of the page.