Customer Service Policies

While most of what is written here is common sense, we ask that first-time customers please read through this to make sure that you understand how we feel about important mail-order issues that may concern you, and some of the unique aspects of ordering from overseas.

Privacy:

Your privacy is very important to us. Except for cases where we comply with a lawful demand for information by law enforcement authorities, or attempt to secure relief in cases of customer fraud, HobbyLink Japan will never disclose any personal information you provide us (such as your name, shipping address, e-mail address or telephone number), or any information related to your purchase history with us to any third parties. Also, HLJ does not handle or keep your credit card information; all that is handled by PayPal. 

Our website uses cookies to learn about about page visits. This information is used to display information about products we feel may be of interest to you, study trends and guide development of other improvements to our website. Accepting cookies is not required, although some functionality on our website may be disabled if you decline them (a choice you can make in your browser's settings). 

HLJ also uses Google Analytics and Google DoubleClick to study our site's traffic and serve ads based on your prior visits to our website. You may opt out of DoubleClick by visiting the Google advertising opt-out page or Google Analytics by visiting the Google Analytics opt-out page.

Google has additional information available about their Remarketing Privacy Guidelines, Policies, and Restrictions.

Returns & Refunds:

If you contact us first, we always accept requests to return saleable-condition merchandise for any reason and for a cash refund if made within 10 days of its delivery to you. After 10 days a full refund of item cost is not possible, but we will issue an 85% store credit (not cash) for the item amount, which will be applied to your next transactions. "Saleable" condition means the item is in like-new condition with all parts and components present, that it's packed exactly as packed by the manufacturer, and there is no damage to the outer package. Opened "blister pack," "blister card" or sealed "blind box" (collection-type/gashapon/capsule toy items) merchandise which cannot be opened without cutting or tearing the package or its seal may not be returned. Please note, however, that unless the return is necessary because of a shipping error or defective merchandise, the cost of shipping the item(s) back to Japan is your responsibility. Always consult with us (by contacting trouble@hlj.com) for our instructions before returning any merchandise, regardless of the reason.

 

If a return becomes necessary due to a mistake in shipping, shipping damage or a defect in the product, we will compensate you for the shipping charges to return the item to Japan if you ship the item as directed by us. All claims for returns or refunds due to shipping damage or manufacturing defects must be made within 10 days of its delivery to you. After 10 days a full refund is not possible, but we will issue an 85% store credit (not cash) for the item amount, which will be applied to your next transactions. We reserve the right to reject claims of manufacturing defects on mechanical items (R/C cars, battery-operated toys, etc.) in cases of obvious user abuse.

 

If a product description is lacking or does not answer a question you have about an item, simply ask us (products@hlj.com)! We're always happy to answer any questions you have about products prior to your placing an order. Because of this, please understand that we will not pay for a return of merchandise simply because it was not what you expected. Ask us before you order if you have any doubts about what you're buying!

IMPORTANT NOTES ABOUT REFUNDS: Please note that we accept payments and provide refunds in Japanese Yen only. This means there may be discrepencies in the exact amount of your country's currency refunded due to fluctuations in international currency exchange rates between the time of a payment and the time of a refund. We also offer refunds as store credit, which is in Japanese yen. Accepting a refund as store credit would avoid any fluctuations in exchange rates. Store credit cannot later be exchanged for refunds.

Please also note that HLJ does not cover any fees charged by your credit card company or PayPal when processing refunds. All such fees are the sole responsibility of the customer. 

Cancellations:

While we accept customers' cancellations of all or part of their order at any time prior to payment processing, we ask that you keep cancellations to a minimum by avoiding heat-of-the-moment orders and making sure that you really want something before you click the Add to Cart button. Overstocks due to customer cancellations affect our ability to offer great prices, so this is in everybody's interest!  We reserve the right to limit or close the accounts of customers who abuse the cancellation policy, or abandon shippable orders without submitting payment. Once an order is sent, it cannot be cancelled, although it can be returned as described above. 

Private Warehouse cancellation policy: Since items in your Private Warehouse items are already paid for, they cannot be "cancelled."  Private Warehouse items can be processed as returns, however, and we will issue a 100% cash refund for returned Private Warehouse merchandise up to 10 days from the original date of purchase (the day the item was moved into your Private Warehouse). After 10 days a full refund of item cost is not possible, but we will issue an 85% store credit (not cash) for the item amount, which will be applied to your next transactions. Once an item is shipped, returns are also possible as per our returns policy (see above). 

 

Shipping:

We will process your order for shipping and charge you for the merchandise and shipping when you choose Ship Now for in-stock items, and when pre-ordered or backordered items come in and you have requested Ship Now at the time of order. For Private Warehouse items, we will charge you for the shipping costs when you request a shipment, or when an item has been in your Private Warehouse for 60 days, at which time it will automatically ship. Backordered items will remain on order until you cancel them yourself, or we become convinced that an item will not be available for the forseeable future and cancel it ourselves. You will be informed in an email from us if this happens. 

If the size of any one item in your order prevents the use of Standard International Shipping (when requested), we will ship your order by another method, depending on where you live, at our sole discretion. Orders that have a merchandise value of 15,000 yen or more will always be shipped by a trackable express method. All additional costs related to changes in your shipping class for any of the reasons above will be charged to you. 

Please understand that there may be limits to the size of packages that can be shipped. These limits may be set by your country's post office, or it may be physically impossible to ship many large items in one box.  In such cases, your order may have to be shipped in more than one box; we reserve the right to do so if necessary, and apologize for any inconvenience.

We will attempt to combine separately-placed Ship Now orders if they are placed within a few hours of each other. Also, this will be attempted for items that may have been ordered at different times (maybe even months apart) but happen to come into stock at the same time. Orders will not be combined if placed with different shipping methods. NOTE: If you absolutely do not want your orders to be combined, please select Private Warehouse.

Problem Resolution:

HobbyLink Japan is committed to customer service and will promptly address any customer claims of shipping errors, damage, defects, missing items, etc. if we are contacted within 10 days of delivery at trouble@hlj.com. Missing shipments are also replaced or refunds issued if our designated delivery period passes without your taking delivery of your order. Because we're committed to helping you, under no circumstances should you ever contact your credit card company or PayPal to dispute charges from HobbyLink Japan without contacting us first. We will solve all genuine customer service problems through refunds, reshipments, discounts or whatever else it takes to reach a fair solution to the problem, and that's our promise! But it's your job to tell us a problem has occurred. As such, not only will we vigorously contest any credit card "chargebacks" (refusals to pay) filed by customers or complaints with PayPal, but such customers may be blacklisted from using our service, meaning we will accept no further orders from them, ever. We also share information about blacklisted customers with other online merchants offering similar merchandise.

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 seven days pass from the time we send a payment request or try to charge a customer's PayPal billing agreement without success, 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.

Note About Private Warehouse Items: Items can remain in the Private Warehouse up to 60 days. Items will be automatically grouped together to be sent by our choice of shipping method, the shipping charged, and the items shipped after 60 days. Additions or changes cannot be made to automated shipments of items that have been in the private warehouse for more than 60 days. Please note that time extensions are not possible. If items in your Private Warehouse are approaching the 60-day limit, we will notify you by email. If you do not pay the requested shipping for these automatic shipments, the orders will be cancelled, the items will be returned to stock, and you will be given 85% store credit (no cash refunds) for the item amount, which will be applied to your next purchases. See more information about the Private Warehouse HERE

 

 

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