FAQ

Two Japan Post services, both with tracking:

• Economy (Japan Post Air Packet) — up to 2 kg total. The lower-cost option.
• Express (EMS) — faster, insured, up to 30 kg total.

Addresses inside Japan use a single flat rate instead (see below).

Yes — choose Express (EMS) at checkout. It is the fastest service we offer and it includes insurance. We do not use FedEx or DHL.

Yes. Every order is packed and dispatched from our base in Tokyo.

We add up the weight of the items in your cart, add 150 g for packing material, and round up to the next Japan Post weight step. Japan Post’s published yen rate is then converted to US dollars. We add no handling fee on top.

You can check a cost before ordering with our Shipping Calculator.

A flat US$7.00 to any address in Japan, whatever the weight and wherever it is going.

Yes. Services such as Buyee, ZenMarket and Tenso are ordinary Japanese addresses, so they take the flat US$7.00 domestic rate. Many overseas customers use them to combine several shops into one international parcel.

Items bought in a single cart always ship together. If you have placed separate orders that have not yet been dispatched, email us with the order numbers and we will combine them where we can.

An order containing a pre-order ships once the pre-order arrives. If you want the in-stock items sooner, order them separately.

If the order has not been dispatched, contact us as soon as you can and we will change it. Once a parcel is with Japan Post we cannot redirect it.

Every shipment has a tracking number. We email it to you when your parcel leaves us.

Email support@toridoriselect.com within 7 days of delivery with photos of the item and the outer packaging. We file a claim with Japan Post and settle a replacement or refund with you.

Delays usually come from customs or the postal service in your own country, and tracking can sit still for a while without anything being wrong. If it stops moving for an unusual length of time, contact us and we will open an investigation with Japan Post.

The methods available to you are shown at the payment step of checkout. All charges are made in US dollars (USD).

In full at the moment you place the order — pre-orders included. We do not take part-payments or deposits.

The usual reasons are a block on international transactions, insufficient funds, or a mismatch between the billing details you entered and the ones your card issuer holds. We never see the reason ourselves — your bank or card issuer can tell you.

Please enter your full name and complete address in English, exactly as your card is registered.

We charge exactly what is shown at checkout and nothing more. A difference almost always comes from your own bank or card issuer — an international transaction fee, or their currency conversion rate on the day.

No. The price of the goods plus the shipping shown at checkout is the whole of what we charge. We add no handling fee to shipping.

Import duties and taxes charged by your own country are separate — you pay those to the carrier or to customs, not to us.

Not on an order that has already been paid. Contact us before dispatch and we will tell you what is possible.

No. Every price on this site is listed and charged in US dollars. Your bank converts to your own currency at its own rate.

Yes. Payments are handled by our payment provider, and your card number never reaches us — we cannot see it or store it. The whole site runs over an encrypted connection. See our Privacy Policy for what we do hold.

Contact us within 7 days of delivery.

• Faulty, damaged or wrong item — returned or exchanged at our cost.
• Change of mind — considered case by case, for unopened items in their original packaging, with return postage paid by you.

Full wording on our Shipping & Returns page.

Email support@toridoriselect.com with your order number and, if something is wrong with the item, photos of it and its outer packaging. Please wait for our reply before sending anything back — we will give you the return address and confirm who pays the postage.

Tell us within 7 days of delivery and send photos. We replace it or refund you, and we cover the return postage. If the damage happened in transit we also file a claim with Japan Post — your refund does not wait on that.

We do when the item is faulty, damaged or not what you ordered. You do when you have changed your mind.

No. Collectors buy these in their factory packaging, and an opened box cannot be sold again, so please check the product page carefully before ordering. This does not apply to a faulty item — if something is wrong with the figure itself, tell us even if the box is open.

Case by case. The item must be unopened and in its original packaging, and you pay the return postage. Write to us and we will tell you straight away whether we can take it back.

To Japan. We give you the exact address when we approve the return — please do not post anything before then, or we may not be able to match it to your order.

Once the returned item reaches us and we have checked it. The money goes back to the payment method you used; how long it then takes to appear is up to your bank or card issuer.

Yes if the item was faulty, damaged or wrong — you get the whole amount back. No if you changed your mind; that shipping was already spent getting the parcel to you.

We prepare orders quickly, so cancelling after you have ordered is not usually possible. Contact us as soon as you can — before dispatch we will do what we can.

No. We do not charge a fee for cancelling.

Yes. Manufacturers do move release dates, and we email you when one does. If the new date does not suit you, tell us and we cancel the pre-order and refund you in full.

No. Once a parcel is with Japan Post it has to run its course. If you no longer want the item after it arrives, the return rules above apply.