Shipping policy

Shipping Policy

Processing Time

Orders are shipped within 1-10 business days after payment confirmation (most within 3-5 business days). Timing varies depending on retrieval from inventory, final quality inspection, and protective packaging for international transit. Please allow additional time during Japanese holidays: Golden Week (early May), Obon (mid-August), and the New Year period (late December to early January).

Shipping Methods & Delivery Estimates

All orders ship from Tokyo, Japan via one of the following fully tracked carriers:

  • Japan Post (Tracked / EMS): Registered international service with full tracking. Base insurance up to USD 100 included. Economy option for most destinations.
  • FedEx International Priority: Fast tracked delivery with higher declared-value insurance available.
  • DHL Express: Premium option for urgent or high-value orders; fastest transit times.
  • UPS: Available for select destinations where UPS offers better rates or network coverage.

Typical delivery times after dispatch from Tokyo:

  • US / Canada / EU (UK, Germany, France, Italy, Spain, Netherlands): 5-14 days
  • Australia / New Zealand: 7-14 days
  • Asia (ex-Japan), Middle East: 5-10 days
  • Central / South America, Africa, other regions: 7-21 days

Delivery times are estimates from the carriers. We are not liable for delays caused by customs inspection, adverse weather, strikes, or other carrier-side operational conditions.

Shipping Costs

Shipping is calculated at checkout based on destination, total package weight, and the carrier option selected. Rates shown at checkout are the final shipping cost from us.

Customs Duties & Import Taxes

International buyers are responsible for customs duties, import taxes, VAT, and any customs processing fees levied by the destination country. These are not included in the product price or shipping cost and are collected by the carrier upon delivery. Fees vary by country, declared value, and product category.

We declare the accurate paid value on all international shipments as required by Japan Post, FedEx, DHL, and Japanese export regulations. We do not under-declare value or mark shipments as gifts.

Tracking

A tracking number is provided in the shipping confirmation email issued within 24 hours of dispatch. All shipments are tracked end-to-end from Tokyo to the delivery address.

Lost-in-Transit Protection

Every order ships fully tracked, and we stand behind that tracking. If a tracked shipment is lost in transit, we will reship the item (if available) or issue a refund. A shipment is treated as lost when the carrier confirms loss or return-to-sender, or when tracking shows no delivery and no movement for 30 or more days beyond the latest estimated delivery date for your destination.

Lost is not the same as delayed. A parcel that is still in transit but running late — held in customs, or slowed by weather, strikes, or carrier backlog — is delayed, not lost; we will help you track it while it completes delivery, and delays alone are not covered (see the delivery-estimate note above).

To start a claim, contact info@hdtoysjapan.com with your order number as soon as you notice a problem, and immediately for visible damage on delivery (photograph the package and item before unpacking if possible). All packages include base carrier insurance; we open and coordinate the carrier investigation jointly with you. Carrier claim processing typically takes 2-6 weeks; once loss is confirmed by the criteria above, we reship or refund without waiting further.

Address Accuracy & Failed Delivery

Buyers must provide accurate shipping addresses at checkout. If a package is returned to Tokyo due to an incorrect address, unclaimed status, or refusal of customs duties at delivery, we will either issue a refund of the item cost (minus round-trip shipping costs already incurred), or re-ship at the buyer's additional expense.