Terms & Conditions

We hate fine print as much as you do, but some people seem to have different assumptions about how mail-order services like ours operate. This is to make sure we're all in agreement about how things work.

Our fundamental policies are spelled out below. Placing an order with us indicates that you have read, understand and agree to the following:

  1. Authorization to charge the customer. Placing an order through our web site represents your permission to us to bill and ship (or bill and hold in your Private Warehouse) the items you order based on our policies. We do not require any further permission or clearance from you to charge your credit card via PayPal or other means of payment prior to shipping or warehousing, even if the final amount to be charged, including shipping fees, has not been confirmed to you. We will charge or bill you immediately for all in-stock items, which will then either ship if you choose Ship Now or be held in your Private Warehouse if you so choose. Also, please note that 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 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.
     
  2. Shipping policies. We will process your order for shipping and charge you 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 only for the shipping when you request item to be shipped or when an item has been in the Private Warehouse for 60 days, at which time it will automatically ship by the least expensive method possible. If the size of any one item in your order prevents the use of Standard International Shipping (if you requested it), we will ship your order by a viable class, 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 class. 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.
     
  3. Returns, Refunds, & Cancellations. Always consult with us (by contacting trouble@hlj.com) before returning any merchandise, regardless of the reason. If you contact us first, we always accept requests to return saleable-condition merchandise for any reason if made within 10 days of delivery for a cash refund for merchandise, although we will not refund the shipping charges necessary to return the item to us in Japan. "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. If a return becomes necessary due to a mistake in shipping, shipping damage or a defect in the product, we will compensate you by cash refund for the merchandise and 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 delivery. 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.

    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 PayPal credit card or normal PayPal 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

    Private Warehouse cancellation policy: Private Warehouse items are already paid for, so they cannot be "cancelled."  Private Warehouse items can be processed as returns, however, and we will issue a 100% cash refund for the cost of returned Private Warehouse merchandise up to 10 days from the original date of purchase. After 10 days a full refund is not possible, but we will issue an 85% store credit 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).
    NOTE: 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. Also, 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 transactions.

    Preorder cancellation policy: While we accept customers' cancellations of all or part of their order at any time prior to payment processing (this can be done in My Account), 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 shipped, it cannot be cancelled, but can be returned as described above. 
     
  4. 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. Under no circumstances should you ever contact your credit card company or PayPal to dispute charges from HobbyLink Japan. 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 PayPal credit card or other PayPal "chargebacks" (refusals to pay) filed by customers, but such customers will 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.
     
  5. Product Descriptions. We always try to be as accurate as possible on our website. However, we do not warrant that product descriptions or other content of this site are accurate, complete, current, or error-free. If a product offered by us is not as described, your sole remedy is to return it in unused condition as described above, or to reach some other solution by contacting us at trouble@hlj.com. If you have any questions about the nature of an item that are not addressed on our website, you are responsible for asking them (by e-mailing questions@hlj.com or products@hlj.com) prior to purchase. If you failed to ask us pre-purchase questions and the item is not what you expected, again, the only solution is a return as described above.
     
  6. Your Account. If you use this site, you are responsible for maintaining the confidentiality of your account and password and for restricting access to your computer, and you agree to accept responsibility for all activities that occur under your account or password. We reserve the right to refuse service, terminate accounts, remove or edit content, or cancel orders at our sole discretion.
     
  7. Copyright. All content included on this site, such as text, graphics, logos, button icons and images is the property of HobbyLink Japan or its suppliers and protected by international copyright laws. Unauthorized copying or commercial use of this material will result in legal action. We encourage customers to report suspected cases of illicit merchants violating our copyrights (though some merchants do use our images, etc. with our permission), and we have rewarded customers if we're able to stop the violation in question.

 

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