FAQ
Frequently Asked Questions
Authenticity & Sourcing
Are your items authentic?
Yes. 100% of our items are sourced directly from Japan — from Japanese collector networks, estate sales, domestic auction houses (including Yahoo! Auctions Japan and Mercari Japan), and retired collectors. We do not import from overseas resellers. Each item is hand-inspected under direct lighting and magnification for authenticity markers (manufacturer stamps, sculpt details, packaging print quality) before listing.
How do I know an item is the real one and not a bootleg?
Every listing includes multiple close-up photos of manufacturer stamps, serial numbers (where present), packaging details, and any condition notes. If you have any doubt before purchase, email adstart.corporate+about@gmail.com and we will send additional photos of the specific points you want to verify.
What does "pre-owned" mean for your items?
Pre-owned means the item was previously owned by a collector or household in Japan. Most items have been stored in display cases or climate-controlled boxes, typical of the Japanese collecting culture of preservation. Condition is individually graded and disclosed in each listing.
Condition & Grading
What does the condition rating mean?
We use the following condition scale, applied consistently across the store:
- Mint: Brand new or like-new. Original packaging intact, no signs of display or handling.
- Near Mint: Excellent condition with minimal signs of handling. Any trace wear disclosed in photos.
- Good: Normal signs of use from display or play. Fully functional. All original parts present unless noted.
- Fair: Noticeable wear, paint loss, or minor damage. Still displayable or functional. All notable flaws photographed and described.
Are any parts missing from pre-owned items?
If any accessory, manual, or piece is missing, it is explicitly listed in the product description. If not mentioned, the item is complete as originally released.
Payment
What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, American Express, JCB, Discover), PayPal, Apple Pay, Google Pay, and Shop Pay. All payments are processed through Shopify's secure PCI-compliant checkout.
Is my payment information secure?
Yes. Payment processing happens through Shopify's checkout, which is PCI DSS Level 1 certified. We never see or store your full card number. All data is transmitted over TLS-encrypted connections.
What currency are prices in?
Prices are displayed in US dollars (USD) by default. If your browser/location indicates a different region, Shopify Markets may present prices in your local currency at checkout. The charge on your card will be in the currency shown at checkout.
Shipping
How long does shipping take?
Orders are processed within 1-10 business days (most within 3-5 days). After dispatch from Tokyo, delivery typically takes 5-14 days to US/Canada/EU, 7-14 days to Australia/NZ, and 7-21 days to other regions. Tracking is provided for every order.
Do you ship worldwide?
We ship to most countries via Japan Post, FedEx, and DHL. If your country is not shown at checkout, contact us at adstart.corporate+about@gmail.com and we will check whether delivery is possible.
Can I get faster shipping?
Yes. FedEx and DHL Express options are available at checkout for most destinations. Express delivery typically arrives within 3-7 business days after dispatch.
What happens if my package is lost or damaged in transit?
All packages include tracking and base carrier insurance. If a tracked package shows no movement for 30+ days or arrives damaged, contact us at adstart.corporate+about@gmail.com within 48 hours of the delivery event. We will coordinate the carrier claim with you and, depending on the outcome, offer a replacement (if available) or refund.
Customs & Duties
Do I have to pay customs or import duties?
Import duties, VAT, and customs processing fees are the buyer's responsibility and are not included in the product price or shipping cost. These are collected by the carrier at delivery (or sometimes at pickup from a customs office). Fees vary by country, declared value, and product category.
Can you mark my order as a "gift" or under-declare the value?
No. We declare the accurate paid value on all international shipments, as required by Japan Post, FedEx, DHL, and Japanese export regulations. Under-declaring value is illegal and voids insurance coverage.
Returns & Refunds
Can I return an item?
Returns are accepted within 7 days of delivery if the item is unopened, unused, and in re-sellable condition with original packaging. See our Refund Policy for full conditions. Buyer bears return shipping. Trading cards, opened/used items, and sale items are non-returnable.
What if my item is defective or I received the wrong item?
Contact us at adstart.corporate+about@gmail.com within 48 hours of delivery with photo evidence. We will verify and offer a replacement (preferred) or refund.
How long does a refund take?
Once the returned item is received and inspected (typically within 3 business days of arrival at our Tokyo location), the refund is issued to your original payment method. Card issuers usually post the refund within 3-10 business days after issuance.
Orders & Account
Do I need an account to order?
No. Guest checkout is available. Creating an account lets you track orders, save addresses, and access order history.
Can I change or cancel my order after placing it?
Order processing begins within hours of payment. Changes and cancellations are not guaranteed. Contact us immediately at adstart.corporate+about@gmail.com and we will do our best, but cannot promise accommodation once an order has been processed for shipping.
Do you offer combined shipping for multiple items?
Yes. If you order multiple items in a single checkout, they ship together whenever possible and shipping is calculated as a single package. For multi-package orders, each package receives its own tracking.
Contact
How can I reach you?
Email: adstart.corporate+about@gmail.com
Response time: within 24 hours on business days (Monday-Friday, 10:00-18:00 JST).