Please note that all in-stock items will be charged for immediately upon placing an order. Preordered, backordered, or restock items will be charged for as soon as they come into stock. 

1. I want to submit or change my credit card information.

That's easy! Just login to My Account and select the link for updating your credit card information.

If you are not comfortable sending your credit card information to us via the Internet, see our payment information page regarding other ways to get your information to us.

2. My order is on "credit hold" because of a card problem. What do I do?

If we are unable to successfully charge your credit card, we'll e-mail you and show in My Account that we are having a payment problem with your account.

If you are placed on credit hold, one solution is to pay us by PayPal instead. The e-mail we send you about the card problem will contain instructions for paying the same amount to us by PayPal. Because of security concerns, some card issuers can make it difficult to get an approval on overseas charges. For that reason, it may be easier to get your card approved through PayPal than it is for us to get an approval in Japan.

If you don't want to try PayPal, please submit new credit card information using the link in My Account. If you want us to try charging the same credit card again, please submit the same number to us again. As soon as we receive this information from you, we will try to charge your card again and get your order on its way to you!

Note that if we are unable to successfully charge your card within ten days, that order and all of your outstanding orders will be canceled and your account(s) may be disabled. If you are having a temporary payment problem that you hope to have cleared up within a short time, make sure you contact us at trouble@hlj.com to tell us about the problem and avoid cancellation of your orders and disabling of your account(s).

3. I don't have a credit card. How can I pay for my order?

If you don't have or don't want to use a credit card to pay for your order, you can make your payment to us by PayPal instead. PayPal allows you to link to your bank account and pay us with funds drawn directly from your bank account.

Note that as with credit cards, if we do not receive your PayPal payment or any contact from you within ten days, that order and all of your outstanding orders will be canceled and your account(s) may be disabled. Again, if you are having a temporary payment problem that you hope to have cleared up within a short time, make sure you contact us at trouble@hlj.com to tell us about the problem to avoid cancellation of your orders and disabling of your account(s).

4. You said my order had been paid for, but I don't see any charges (or credits if there was a problem) from you on my credit card account.

Not to worry, we'll eventually take your money! Depending on your card issuer, international charges may take a few days or longer to appear on your statement, particularly if you're checking it online. Because of the way that Japanese credit card companies process charges, it can take one or two months before charges appear on your card statement, but this is unusual.

5. You haven't processed my order, but you've already charged my credit card!

If you are seeing charges on your credit card from us, but haven't received a processing notice yet, don't worry! HobbyLink Japan never charges a customer's credit card until items are here and the order can be processed. Also, If you're seeing a charge from us, and your order has not been processed, then it is possible that you are seeing a charge from us for an earlier order. As stated, because of the way that Japanese credit card companies process charges, it can take one or two months before charges appear on your card statement.

If you still feel that we have placed inappropriate charges on your credit card account, please contact us at trouble@hlj.com and explain the problem. We will investigate the matter promptly and make any corrections that need to be made.

6. I'm worried about security and don't want to send my credit card information over the Internet.

For reasons of cost and convenience, we urge our customers to use the link in My Account for sending their credit card information to us. We have never heard of a verified case of someone's credit card information being stolen despite the use of a secure link on the Internet.

If you're still not comfortable with that, you can always fax your card information (your name, order number, card number and expiration date) to + 81-283-27-2352. Alternately, you may mail your information by regular mail to: HobbyLink Japan, Kurohakama-cho 162-1, Sano, Tochigi 327-0813 JAPAN.

Another option is to pay us via PayPal instead. In addition to using credit cards, PayPal allows you to link your bank account to their service, and pay us directly from that.

7. I want to pay by PayPal, but you haven't told me how much to pay.

That's because we probably don't know yet.

As soon as we know exactly what we can charge you for (i.e., items that you requested to be shipped immediately or moved to your Private Warehouse are or have become in-stock, or two months have passed on waiting Private Warehouse items), our order department will automatically send you an e-mail explaining exactly how much to pay, and how to pay it. Once we've confirmed your payment, then your order will be shipped from Japan, or moved to your Private Warehouse. You will be charged immediately for all in-stock items, which will either be shipped immediately or moved to your Private Warehouse, as you requested. Until orders are processed, feel free to keep track of them using My Account on our web site.

Because of these steps, one-time PayPal payments can delay shipping a few days and are less convenient for you. We suggest you set up a billing agreement with PayPal to preauthorize your future payments to us. You can do this as part of the normal checkout process on your next order. That's why we always recommend credit card payments for faster and easier delivery of your order.

If our online order status system says that we are waiting for your payment, but you have not received a notice from us explaining how much and how to pay, then please contact us at trouble@hlj.com and we'll send you a new payment request.

NOTE: Please send an individual payment for each order waiting for payment--please do not send one payment for several orders combined.

To repeat from above, if we do not receive payment or any contact from you within ten days, that order and all of your outstanding orders will be canceled and your account(s) may be disabled. If you are having a temporary payment problem that you hope to have cleared up within a few weeks, make sure you contact us at trouble@hlj.com to tell us about the problem to avoid cancellation of your orders and disabling of your account(s).

 

 

IMPORTANT NOTICE ABOUT LATE PAYMENTS: As any business does, we expect our customers to make payments in a timely manner when their order is ready. If more than eight days pass from the time we alert a customer to a payment issue without the problem being resolved, and without any contact from the customer, that order and all of the customer's outstanding orders will be canceled, and their account(s) may be disabled. We ask that customers who are having a temporary payment problem contact us at trouble@hlj.com to work out a solution and avoid cancellation of their orders.

NOTICE ABOUT SHIPPING ADDRESS: Orders will be shipped to the address you register in your HLJ account, NOT the address you have registered in your PayPal account. Be sure the address you have registered with us is the one you want your packages sent to. You can check and change your address in My Account. 

 

v2.0