|
|
HW JAPAN Policy
FAQ's
Q: What is HW JAPAN (HWJ)?
Q: How about HW JAPAN’s prices?
Q: How should I pay in Japanese Yen?
Q: What about my shipping cost? Even if the price is very low?
Q. What about import duty and taxes for my products?
Q: What do I know your inventory status for the items shown on HW JAPAN?
Q: How do I order?
Guidance of Price
*Pricing Errors
*Discount on Usual Customer
*HW JAPAN Discount Point System
Stock Situations
*Stock Processing
*Order Status
Advance Order
*About an Advance Order
*About Pre-order items
*About Pre-order again/ Pre-order for re-release items
*About Back Order
*When You Order Items that Have Different Stock Situation
*HW Japan Points of Reservation Articles
Usage of Search
*Keyword Search
*Category Search
*Advanced Search
*Application for the Search Engine
Payment Method
Bank Information
Automatic Calculation of Shipping Methods and Fees
About SAL (Economy Air)
*SAL Small Packet
*SAL Parcel Post
*Rate Schedule
*Country with SAL Service
About EMS (Express Mail Service)
*Rate Schedule
Members Account
*Locked Out
Problems with Your Order
*Order Modification/Cancellation
*Wrong item(s)
*Damaged item(s)
*Factory defective item(s)
*Missing item(s)
*Delivery delay
HW JAPAN Privacy Agreement
*Managing Personal Information
*What kind of personal information does HW JAPAN collect? What will HW JAPAN use
it for?
*The information to collect is as follows:
*Does HW JAPAN share a customer’s information with the third person?
*Third Person Service Provider
*HW JAPAN and Other Protection
*In the Case of the Others
*The Safety of the Personal Information
*The Use of HW JAPAN by Someone Underage
*Terms of Use and Policy and the Revision
Custom Clearance
*Import Restriction and Prohibition
*Motorized Items
*Custom Declaration
*Custom Tax
FAQ's
Q: What is HW JAPAN (HWJ)?
A: Bingo! You are a very lucky person! You are visiting HW JAPAN, the most reliable internet supermarket! The place to buy Japanese hobby items when you are not even in Japan. We are one of the leading hobby manufactures in Japan since 1961. We realize that the best discount price, quick delivery, and a reliable company are important to our customers around the world when placing orders from our internet shop. As you can see, our prices are not only lower than your local hobby shops, but also lower than retail prices in Japan. We want you to be satisfied with our pricing, and our postage rates. Shipping may seem to be high, but remember it is coming from Japan. When you consider the time and money spent on gasoline or other transportation to your local shops you can then weigh the difference in costs. For your information, we do not charge for any special handling charges for shipping costs. You simply pay for standard shipping cost of EMS and SAL. Welcome to HW JAPAN, offering Japanese hobby items under the best conditions in the world!
Q: How about HW JAPAN's prices?
A: We believe that our listed discount prices of Japanese hobby products are some of the best in the world. We have long standing relations with most of the larger Japanese wholesalers and other brand name manufacturers, which allows us to get lower net pricing from them. Our prices range from 6% - 25% from Japanese retail prices depending on brands and quantities. Please note that our pricing may not be lower than in North American or Europe, but it is lower than Japanese retail price! You can get a better discount using HW JAPAN discount points if you join our free member's club. As a smart shopper, we recommend that you search other internet hobby sites for information about your items and then buy them from HW JAPAN safely and economically.
Q: How should I pay in Japanese Yen?
A: Not to worry. Major credit cards such as Visa, Master Card, American Express, and Paypal can be used for payment. HW JAPAN will charge the total listed discount price in Japanese yen on your card, and your credit card company will do the conversion to your local currency when billing you. An approximate cost for your convenience will be shown in US$ and Euro for each product.
Q: What about my shipping cost? Even if the price is very low?
A: We do not charge for special handling on your orders. Common rates are applied for EMS and SAL depending on the size of your products with packing and the destination where you live. How much time it takes depends on where you live, but 2-4 weeks for SAL shipments to most countries and 1 week or less for EMS shipments in generally.
Q. What about import duty and taxes for my products?
A: This will depend on your country's tax rate as they are all different. In Japan our customs imposes 3.9% of most imported hobby items and toy products. In the United States there is no import duty or taxes. We recommend checking your duty and taxes for your country.
Q: What do I know your inventory status for the items shown on HW JAPAN?
A: Products with "In Stock" shown on HW JAPAN means they are available right now. Exact inventory quantities vary all the time depending on orders from all over the world. Regarding the items without "In Stock" shown on HW JAPAN, we will try to get the items for you as quickly as we can after receiving your order. Even if it is difficult to find, we will continue to search for the item or until you cancel your order.
Q: How do I order?
A: It's very easy! Please place your order just like you would be on most other internet shops.
1:When ordering an item from HW JAPAN, click on  toplace your order. Your item will be put in your shopping cart automatically. As soon as you finish shopp, click on 
2:You can modify your order as you want at Shopping Cart page. If you are OK, click on 
3:Fill your personal detail, address and telephon number in the form, and then click on . If you are HW JAPAN member, you only have to click on "registered member address" or "new address.
4:Choose your favorite shippling method and click on
5:Read terms & conditions carefully and click on
6:The order Confirmation will be sent you by e-mail automatically.
7:As soon as your shipment is ready, the payment request will be sent you by e-mail.
Please pay the amount following the instructions on the payment request.
If you have any request regarding to the order, please contact us without payment:
For additional order or increase of order quantity, please order them online first, and contact us again with its order number and the order number we need to combine with. Once both orders get ready, we will combine them into one order, and send you payment request.
For cancellation or reduction of order quantity, just send us the list of them and the reason of cancellation. Once reading your request, we will modify your order details.
For change of your shipping information, please send us new information by e-mail.
To hold your order, please explain us the reason. Depends on the reason and period, we will accept your request.
*Once payment is completed, the order will be shipped automatically.
Once your payment is completed, this message will appear, "Thank you for your payment" on the last page.
If an error messages appears red lettering, you should choose another way to pay or contact your credit card company for an explanation.
If we cannot confirm your payment within 1 week of sending the payment request, we may cancel your order.
8:Once your payment is received, we will dispatch your shipment in 2-3 working days.
At the same time, you will receive shipping notification. Tracking number will be also indicated there, if your order is not shipped by SAL Small Packet.
Guidance of Price
Pricing Errors
Despite HW Japan's best efforts, there are times when an item has a manufacturer or market price increase, that has not been posted. Should this occur, you will be charged the new price.
If an item price was changed after you placed your order, HW Japan will notify you by e-mail, giving you the option to cancel or have the item sent at the new pricing.
Discount on Usual Customer
All our commodities are displayed by the manufacturer suggested retail price. The following discount is applied from the retail price by all usual customers.
| Aoshima
Products |
Bandai
/ Tamiya Products |
Other
Products |
Plastic
Model |
Completed
Product |
Plastic
Model |
Completed
Product |
Plastic
Model |
Completed
Product |
| 20% |
20% |
20% |
6% |
6% |
6% |
HW JAPAN Discount Point System
HWJ Point(HP) is shown in each item description.The rate of HP is upto 5% on each item.The total HP on this time will be added to your current accumulated HP after every time your shipment is made. 1HP is equivalent to 1 JPY and it can be used from your next order.
Any time you can use all or part of your collected HP when you place an order with us no matter you use how much your collected HP in your order , the HP on each item is not changed.
It's all yours,baby!
To get HP, please login without fault each time you place an order. Otherwise, your order will be treated as an unregistered member's one, and you will not be able to get any HP.
Stock Status
Stock Processing
HW JAPAN will send you payment request the next working day from the stock of all of your order items.
The in-stock process, time from receipt of order to the stock of the item, can be confirmed at each item page.
When the stock process is mentioned "in-stock", it indicates "the number of stocked item in the HW Japan Delivery Center". When you place an order for only these items, payment request will be sent within 1-2 business days after an order is placed.
When the stock process in mentioned "Back Order in 3 Working Days", it indicates "out of stock" and "will be stocked within 3 business days from receipt of your order".
It is very rare, but our stock status is not always exactly same as actual stock status.
For example:
1) When you order more than our stock.
2) When you order before our stock status is updated.
*We take oder 24 hours everyday at all HW JAPAN online shops.
Another customer may order the same item as yours almost the same time.
*Since we don't have real time stock status of our suppliers,
back ordered item may unable when we actually order them.
Order Status
Once order is placed, you can check stock status from Order Status page.
It doesn't mean status of payment nor delivery, simply indicates "in-stock" or not.
Modification of order details is acceptable with your request, if you haven’t completed payment. For example, when you add any items to existing order, please order additional items online first, and contact us again with its order number and the order number we need to combine with. We will combine them once both orders get ready. For cancellation, please send us the list of the items you are going to cancel/reduce.
In following cases, it may take several more days to send you payment request:
1) When your order includes pre-order item
2) When you request modification of order details.
3) When your order may exceed size or weight limit of shipping method.
4) When we need any more information/confirmation regarding to your order.
Once payment is completed, we generally ship your order within 2-3 working days and send you shipping notification.
Advance Order
About an Advance Order
Articles that are described on the detail pages as stock situation (Pre-order), (Pre-order again), and (Backorder), you may order it by a normal method.
About Pre-order items
1. It is the Japanese time schedule on the deadline / a release date.
2. It is often postponed on a release date.
3. Manufacturer's changes may such as design, or price after release may occur.
4. As for the estimate of the postage when you confirm at the time of an order, that includes the pre-order items, the postage for the pre-order item is a suggested cost.
5. When including pre-ordered items, due to popular demand and limited edition supply, the manufacturer may decrease production.
6. When orders are rushed, we may close pre-order earlier.
About Pre-order again/ Pre-order for re-release items
1. It is the Japanese time schedule on the deadline / a re-release date.
2. It is often postponed on a re-release date.
3. Manufacturer's changes may such as design, or price after re-release may occur.
4. Due to popular demand and limited edition supply, the manufacturer may decrease production.
5. When orders are rushed, we may close pre-order earlier.
About Back Order
When the stock situation describes Back Order in XX working day, it means that “the item is currently out of stock, but it will be restocked within XX working day from receipt of your order”. Since actual availability at our suppliers may different, it may be required more days to be stocked. If the item is no longer available, we may need to cancel your order. Please be aware of this.
When you Order Items that Have Different Stock Situation.
We always send each order when all items are stocked.
Even though you order pre-order items and in stock items at a time, the order will be held until release of pre-order items.
When you need to receive any items before all items are stocked, please request us separate shipment by e-mail.
HW JAPAN Points of Reservation Articles
The number of the points, calculated at the time the shipment was settled is given to the HW JAPAN point of the reservation item. When an item's price changes, the number of the points is given depending on the price that you paid.
Usage of Search
HW JAPAN has several ways to find the items you want to order.
*Keyword search
*Category search
*Advanced search
※ If you could not find the item you would like to buy, please check here.
Keyword Search
If you would like to search for an item, using keyword search, please enter the keyword such as product name. The search box is located on the top page of every HW JAPAN page.
After entering keyword, then click "Go" button.
Search results will show on the page. Click the product name or image, to see the details of the item.
Category Search
If you would like to search for the product by the category, please choose the category such as PlasticModelKit. You can check the category link on the left side of every HW Japan page.
We have many categories such as PlasticModelKit, Gundam and Airplane Model, etc. If you click the category of the product you are specifically looking for, only the products of that particular category are shown.
Click the product name or image, to see the details of the item.
Advanced Search
If you use this advanced search engine, you can query desired products in more details, with several fields. If you use more than one field, you can search the products that meet all of your selected field.
If you would like to search products by the advanced search, please fill in or select fields.
First of all please click the advanced search located in the upper right side of every page. Please enter the conditions (keyword, product name, price, manufacturer or release date, etc.), and then click the search button. Search results will be shown on the page. Click the product name or image, to see the details of the product.
Various Usage of Search Engine
If you combine several conditions, you can make your search even more specific.
If you cannot find the product you are looking for, please check your information and try again.
Check the accuracy of your keyword.
If you enter incorrect spelling of the product, the search result will not show. Please make sure the spelling of the keyword.
Check if you put a space between words (in case you query with more than 1 word).If you don’t put a space between words, the search engine will not work. If you would like to search for an product with more than one word, please make sure there is a space between words.
If you cannot find the item, we may not carry the product you are looking for. However we may sell the product in the future. Please try again later time. Please note that we do not inform customers of item release dates except some products.
Payment Method
Once all of your ordered items are in stock, a message titled Payment Request from HW JAPAN will be sent to you. URL of Settlement Page is mentioned in the message, so please open that page and proceed your payment.
When you go to the Settlement Page, your order details along with shipping method and total amount will be shown.
The total amount of Settlement Page may differ from the one you saw at the time of ordering if you have pre-order items or if you made any changes.
Please confirm the final order details, and then proceed payment transaction.
Please choose your payment method.
If you choose to use PayPal, the page will be transmitted to the PayPal page.
Please complete your payment according to the instructions.
Payment subject will be shown as "HW JAPANs Items".
If you choose to use a Credit Card, please enter Credit Card Number, Month/ Year, and Security Code.
(Security code is not obligation. Please enter when it is required.)
Please click button.
If you choose to use a credit card that accepts 3D secured verification, the button which transmits you to your card issuer's page will be shown.
Please go on the payment transaction, and enter the necessary information.
Once your card gets approved, a confirmation page will be displayed.
Should an error message appear, that means that the payment transaction has not been completed.
Please confirm if your card information, such as card number and expiration date, is correct and do your payment transaction once again from the URL of Settlement Page written in the payment request message.
There is also a possibility that your card is not acceptable at HW JAPAN's settlement system.
If you cannot complete your payment after two or more attempts, please contact your card issuer.
Please Note: Due to credit card fraud, HW JAPAN may ask a customer to make a bank remittance. HW Japan will be responsible for the bank charge.
Bank Information
Please make your payment to the following bank account by T/T, as soon as you receive "payment request" through e-mail from us.
| Bank Name: |
Shizuoka Bank (Head Office) |
| Bank Address: |
1-10 Gofuku-cho, Aoi-ku, Shizuoka-city, Shizuoka, 420-8761Japan |
| Swift Code: |
SHIZ JPJT |
| Account Name: |
Aoshima Bunka Kyozai Co., Ltd. |
| Account #: |
0149-111-310724 |
*All bank fees charges will be paid by the remitter (you).
Payment will be the exact amount shown on our invoice.
*Please write your order# on Bank T/T application form.
Automatic Calculation of Shipping Methods and Fees
We use an automated system to calculate estimated shipping fees, so you have an idea of the estimated postage for your order.
Please choose all the items you are going to purchase, and enter shipping information.
Estimated shipping fees for each shipping method will be shown in the shipping corner of step 4. The order transaction is not completed at this time, so please use this system freely.
The weight shown with each item reflects the exact weight of the item, and volume means the necessary size for packing.
We calculate estimated shipping fees on the total weight of the order.
Details of the total weight of the order include the total weight of ordered items and packing materials.
Please be advised of the following:
1. Shipping fees are indicated at the time the order is estimated. We will inform you of the correct shipping fee at the time payment is requested.
2. If you have pre-order items, the weight and size of the item is unknown until its release, so we will not show this information on item page.
If your order includes pre-order items, estimated shipping fees will be shown at the time the order is calculated, on total weight excluding the pre-order item.
For this reason, please understand that the exact shipping fee you see at the time of payment may be very different from the estimated one.
3. If you have made any changes to your order, weight and volume will be also change, so please remember that the shipping fees will be also increased or decreased at the same time.
4. If your order exceeds the size or weight limit of the shipping method you chose, we will divide your order into separate shipments after all items are in stock.
Please understand that shipping fees will be also increase depending on any changes, and a payment request message will be sent to you one by one.
5. Depending where the items are to be shipped, other charges may occur besides the total amount on the Settlement Page.
You will be responsible for any additional custom duty, or shipping charges, etc. per your country code.
Please Note: We ship each order after all items are in stocked. It may take a sometime for all items to be stocked, if you ordered several items with different stock status such as pre-order or back order item.
About SAL (Economy Air)
http://www.post.japanpost.jp/int/service/dispatch/sal_en.html
This is a service where international mail is handled as surface mail in both Japan and the destination country and as airmail between the two countries. The service is faster than surface mail while the cost is basically lower than airmail.
Should you choose SAL as a shipping method, we consider that you agreed with both SAL Small Packet and SAL Parcel Post policy.
| ● |
There are two kinds of SAL shipments: Small
Packet and Parcel Post.
|
| ● |
We ship parcel under 2kg automatically by Small
Packet.
|
| ● |
If the parcel under 2kg exceeds the size limit
of SAL Small Packet, we will change it automatically to Parcel Post. |
| ● |
Shipping fee:
|
-(Small Packet)Cheap |
|
|
-(Parcel Post) Mostly cheaper than EMS |
|
※Both are very different.
see more details
|
| ● |
Delivery days: 2-4 weeks
|
| ● |
Insurance: |
-(Small Packet) Not available
|
|
|
-(Parcel Post) Partly available depends on weight of the
parcel
|
| ● |
Tracking: |
-(Small Packet) Not available |
|
|
-(Parcel Post) Available while parcel is in Japan
|
1. SAL Small Packet
Size and weight limit:
Length + Width + Thickness = 90 cm / 2kg
Small articles can be sent at a lower rate than Parcel Post.
This is not registered SAL Small Packet but unregistered SAL Small Packet.
As there is no tracking number, it is impossible to check the delivery status. For this reason, not only HW JAPAN but also Japan Post cannot compensate the customer for any accident such as loss or damage during transportation of the order shipped by SAL Small Packet.
Generally, it takes 2-4 weeks for delivery. Actually it may be required more days if the SAL article requires more time for customs clearance, the destination is in a remote area, flight is canceled/delayed; or custom/ postal service is busy or on holiday. The longest case we heard from our customers took 3 months for delivery.
In case that your order is not delivered within one month, first of all, we recommend you to ask to people around you if they received the packet instead of you. Secondly, please contact to your local post. The actual delivery status can’t be confirmed, but at least you can receive the packet if it is held at the postal office.
If your order is classified as undeliverable and returned to us for customer's reasons such as lack of communication between you and the postal service, lack of communication between you and custom office, traveling, refused, and not claimed, we will charge you both for the return and resend postage.
Should you choose SAL Small Packet as a shipping method, we consider that you be aware of with these issues.
2. SAL Parcel Post
Size and weight limit:
Length + Circumference = from 2m to 3m (It varies depends on country.)
From 20kg to 30kg (It also varies depends on country.)
http://www.post.japanpost.jp/cgi-kokusai/(Japanese Only)
Orders over 2kg, and orders under 2kg but over size limit of Small Packet, they are shipped by Parcel Post automatically.
Shipping fee is much more expensive than Small Packet, sometimes more than EMS.
see more details
Each parcel has a tracking number, and the tracking system is available while the parcel is in Japan only.
Depends on destination country, tracking status after dispatch from Japan also will be updated about a few weeks later.
More details: http://www.post.japanpost.jp/int/ems/delivery/ems_search_en.html
We will inform you of the tracking number in the shipping notification we will send you soon after shipment. Enter your tracking number at following page, and you will be able to confirm delivery status.
(Please Note: It takes a few days from shipment until this system works. Tracking information is available up to three months after the shipping date.)
http://tracking.post.japanpost.jp/service/jsp/refi/DP311-00100.jsp?locale=en
Generally, SAL Parcel Post requires 2-4 weeks for delivery, but actually it may required more days if the SAL article requires more time for customs clearance, the destination is in a remote area, flight is canceled/delayed, or custom/ postal service is busy or on holiday. The longest case we heard from our customers took 3 months for delivery.
In case that you can’t receive the order after one month from shipping date, please kindly contact us immediately indicating your order number. If the order is destined to the country where tracking investigation is acceptable, we will request the investigation to Japan Post through our sending agent. Generally, it takes about one month until we receive the result.
If Japan Post find that your order unfortunately got lost during transportation, they would refund us some amount depends on weight of the parcel. With that amount, we will refund you by member points or discounting from the next order.
When you receive order, please be sure to check the contents carefully in front of post officer. Once shipment is completed, delivery office may not accept your damage complaints.
If any items were lost or damaged during transportation, please request them to make damage report, and contact us again with your order number.
Japan Post will be able to start investigation with that damage report. If your claim is considered to be viable, and Japan Post refunds us any amount, we will refund that amount by member points or discounting from the next order. Without damage report, we can’t start anything.
If your order is classified as undeliverable and returned to us for customer's reasons such as lack of communication between you and the postal service, lack of communication between you and custom office, traveling, refused, and not claimed, we will charge you both for the return and resend postage.
Should you choose SAL Parcel Post as a shipping method, we consider that you be aware of with these issues.
Rate Schedule
You can confirm estimated shipping fee easily using our automated calculation system, but you can also check rate schedule from the Japan Post web page or Shipping Rate Comparison
In case of the country's which do not have SAL service, please note that you will not be able to choose it as a shipping method at the time of order.
Country with SAL Service
http://www.post.japanpost.jp/int/service/dispatch/sal_ichiran_en.html
SAL Small Packet
First Zone (Asia, Territories of USA (Guam, Midway islands etc) and Palau, etc.)
http://www.post.japanpost.jp/int/charge/list/normal1_en.html
Second Zone (Oceania, Middle East, North America, Central America and Europe.)
http://www.post.japanpost.jp/int/charge/list/normal2_en.html
Third Zone (South America and Africa.)
http://www.post.japanpost.jp/int/charge/list/normal3_en.html
SAL Parcel Post
First Zone (Asia, Territories of USA (Guam, Midway islands etc) and Micronesia, etc.)
http://www.post.japanpost.jp/int/charge/list/parcel1_en.html
Second Zone (Southeast Asia and Southwest Asia.)
http://www.post.japanpost.jp/int/charge/list/parcel2_en.html
Third Zone (Oceania, Middle East, North America, Central America, and West Indies, and Europe.)
http://www.post.japanpost.jp/int/charge/list/parcel3_en.html
Fourth Zone (South America and Africa.)
http://www.post.japanpost.jp/int/charge/list/parcel4_en.html
About EMS (Express Mail Service)
http://www.post.japanpost.jp/int/ems/index_en.html
EMS service is treated with top priority among international mail service, and delivered safety and certainly.
●Shipping fee: Expensive but sometimes lower than SAL. ※see more details..
●Delivery days: 4-7 business days
●Insurance: Available (Expire: the 20 working days after the shipping date)
●Tracking: Available for countries mentioned below.
http://www.post.japanpost.jp/int/ems/delivery/ems_search_en.html
We will inform you of the tracking number in the shipping notification we send you after shipment. Enter your tracking number at following page, and you will be able to confirm the delivery status.
(Please Note: It takes a few days from shipment until this system works. Tracking information is available up to three months after the shipping date.)
http://tracking.post.japanpost.jp/service/jsp/refi/DP311-00100.jsp?locale=en
Generally EMS requires 4-7 working days for delivery on average.
The actual number of delivery days may differ, if the EMS article requires more time for customs clearance, the destination is in a remote area, flight is canceled/delayed, or custom/postal service is busy or on holiday.
In case that you can’t receive the order after 20 working days from shipping date, please kindly contact us immediately indicating your order number. If the order is destined to the country where tracking investigation is acceptable, we will request the investigation to Japan Post through our sending agent. Generally, it takes a few weeks until we receive the result.
If Japan Post finds that your order unfortunately got lost during transportation, they would refund us total amount. With that amount, we will send you replacement or refund you through your payment method for the order, by member points or discounting from the next order.
When you receive order, please be sure to check the contents carefully in front of post officer. Once shipment is completed, delivery office may not accept your damage complaints.
If any items were lost or damaged during transportation, please request them to make damage report, and contact us again with following information:
| ● |
Photos so we can confirm the situation of damage of the
contents, packing, and outside of the carton.
|
| ● |
Order number |
| ● |
Description of the accident |
Depends on situation, we will inform you of any additional procedure.
Japan Post will be able to start investigation with that damage report. If your claim is considered to be viable, and Japan Post refunds us some amount, we will refund that amount by member points or discounting from the next order, or send you replacement. Without damage report, we can’t start anything.
If your order is classified as undeliverable and returned to us for customer’s reasons such as lack of communication between you and the postal service, lack of communication between you and custom office, traveling, refused, and not claimed, we will charge you resend postage. The return postage won't be charged.
Even though we receive your report of un-delivery within 20 working days from shipment, either refund nor return of goods will not be accepted, if we can’t confirm your payment or contact within 2 weeks after sending you payment request for resending fee.
Should you choose EMS as shipping method, we consider that you be aware of with these issues.
Rate Schedule
http://www.post.japanpost.jp/int/charge/list/ems_all_en.html
Shipping Rate Comparison
Members Account
Please enter the e-mail address and the password that you registered.
Login members will receive HP points when you make a purchase.
You will not have to enter your information when you purchase items from the "Shopping Cart".
Should you forget your password, please click "Retrieve Password" on LOG IN page
The "Security Question" that you selected when you registered to be a member, will be shown, please enter your answer.
If your answer is correct, you will receive an e-mail that is titled "HW JAPAN Password Recovery".
Please follow the instructions in the e-mail to recover your password.
Locked Out
You will have Locked Out if you enter the wrong password five times.
To release the lock, please send an e-mail to us with your name and registered e-mail address asking to have your access reinstated.
Problems with Your Order
Please read the followings when you have any problems with an order from HW JAPAN.
Order Modification/Cancellation
We can accept order modification if you haven’t completed payment for that order.
For additional order or increase of order quantity, please order them online first, and contact us again with its order number and the order number we need to combine with. Once both orders get ready, we will combine them into one order, and send you payment request.
For cancellation or reduction of order quantity, just send us the list of them and the reason of cancellation. Once reading your request, we will modify your order details.
However, please remember that depends on frequency of cancellation, order amount, and the reason of cancellation, we may no longer be able to take new order.
For change of your shipping information, please send us new information by e-mail.
Wrong item(s)
If you receive incorrect goods or goods that you haven’t ordered, please report us the details first of all. Depends on situation, we will inform you of any additional procedure. We cannot take responsibility of the items you purchased mistakenly, the items you no longer need due to change of your mind, nor the items that was different from your image.
Damaged item(s)
Please read again policy of the shipping method you chose.
Factory defective item(s)
Please report us the details with some photos. Please remember that we may not be able to send you replacement since there are some manufacturers that don’t take responsibility for international order.
Missing item(s)
Please check the contents in front of the post officer that delivered your order.If any items got lost during transportation, please let the delivery office to make missing report, and contact us with your order number. With that report, Japan Post will start investigation. As noted at SAL policy, SAL Small Packet doesn’t have this service since it is not insured.
Delivery delay
HW JAPAN will send an e-mail to confirm your order when we receive the order. If you have not received this mail, your order might not have been processed. Please place your order again. If you pre-order items or special order items with items in-stock, it may take longer to deliver your order depending on availability of your order items. the shipping status. If your order has been shipped already, please read again the policy of shipping method you chose.
HW JAPAN Privacy Agreement
HW JAPAN secures customer's individual information under trust. This agreement explains the policy about the handling of all personal information given to HW JAPAN. When you use HW JAPAN, you have accepted this "privacy agreement".
Managing Personal Information
The collected personal information that is offered or collected by HW JAPAN is managed by Aoshima Bunka Kyozai Co.,Ltd. 12-3 Ryutsu Center Aoi-ku Shizuoka-shi, Shizuoka 420-0922 Japan.
What kind of Personal Information does HW JAPAN Collect?
What Will HW JAPAN Use It for?
After receiving a customer's information, HW JAPAN, Aoshima Bunka Kyozai Co.,Ltd., and the subsidiary company stores it in their database.
HW JAPAN uses customer's information for processing orders; payment; delivery of products; service and sales promotions; complying with a customers' request; updating of account records; contacting costumer for general information; and introducing new items. Moreover, customer's individual information is used to detect and to prevent the any abuse of the Web site security. In addition, this information may be used when the technology, logistics, and other functions are made to consign business to the third person.
The Information to Collect Is as Follows:
●Customer Information
HW JAPAN receives and keeps the information that a customer inputs on our website or information offered by other methods from a customer.
●E-mail
HW JAPAN believes e-mail is a very effective and significant way to communicate with a customer. Therefore, HW JAPAN's system has a function that confirms when a customer opens an e-mail from HW JAPAN. HW JAPAN will not unnecessarily send an e-mail to customers.
Does HW JAPAN Share a Customer's Information with the Third Person?
Customer’s information is very important to HW JAPAN, which means that HW JAPAN will not sell or share it with a third person.
Third Person Service Provider
HW JAPAN entrusts other companies with certain parts of duties, such as the delivery of the article; processing of payment with a credit card; and etc. are included for an account. The agency trader uses the necessary personal information to accomplish the duties mentioned above and not in any other manner.
HW JAPAN and Other Protection
HW JAPAN discloses an account and other individual information according to the law's provision when judged that disclosing information is appropriate for the observance of the law, the agreement for use, and other mutual agreements, application or the right of HW JAPAN, a customer, and etc, the properties, and the protection of safety. It is done for damage from fraud, credit risk measures, and the information exchange of the enterprise and other organizations is included. However, it does not contain the breach of duty mentioned in the privacy agreement for benefit such as sale, rental, sharing, and disclosing the information that can specify the individuals.
In the Case of the Others
When information about a customer may pass to a third person, besides the case of mentioned above, HW JAPAN will inform the customer. The customer can refuse the offer of the personal information on this occasion.
The Safety of the Personal Information
When customer's information is transmitted, it will be encrypted in HW JAPAN website with software called SSL (Secure Socket Layer) for security. It is important for a customer to protect their password and computer from an illegal access. If you share a computer with others, please make sure to log-out after you are finished using the computer.
The Use of HW JAPAN by Someone Underage
HW JAPAN doesn't sell any products if the purchasers are children, but products for children are sold to the adults. HW JAPAN's website may be used when a parent or a guardian consents to the use of someone under the age of 20.
Terms of Use and Policy and the Revision
When a customer uses HW JAPAN, the privacy rule and the agreement for use disclaimer (including disclaimer, conflict, regulations concerning laws of Japan) are applied concerning the use and all disputes related to privacy. If you have a problem or a request for privacy from HW JAPAN, please contact us. HW JAPAN will find a solution.
The business of HW JAPAN has been developing, and the privacy rule and the agreement for use will also be changing. Various regulations and rules may be sent by e-mail, but please frequently check the latest content change on our website. The latest privacy rule applies to all information that HW JAPAN possesses for the customer and customer's account as long as not provided separately. HW JAPAN values their promise, and does not make important changes to the rule and the business that concerns the protection of customer's information received in the past without notifying the customer.
Custom Clearance
HW JAPAN delivers products all over the world. Please refer to the following information regarding shipping costs, service fees, delivery dates, shipment methods, import restrictions, and custom taxes, etc.
Import Restriction and Prohibition
Some of the items we carry may be restricted or prohibited for importing to your country.
Tax assessable items, restricted imports and prohibited imports may vary depending on the country you live in. Please check with your country's custom office before you place your order.
Should the custom office seize the goods and you do not receive them, we will not be responsible.
The items that we are unable to ships internationally may be checked in the web- site listed below.
http://www.post.japanpost.jp/int/use/restriction/index_en.html
For this reason, HW JAPAN does not carry paints, model guns, etc.
Motorized Items
Please note that any motorized items we carry are intended and manufactured only for the Japanese domestic market.
Please be aware that they may malfunction due to the difference of voltage, frequency, plug type, regional settings, etc, depending on your country.
You may need to use an adapter to suit your electrical system, if not this may cause damage such as fire, electric shock, etc.
Please review the product description thoroughly before you make your purchase.
Japanese Electrical System
●DVD Region Code: 2 (or All)
●Voltage: 100V
●Frequency: 50/60Hz
●Plug Type: Flat blade attachment plug (Type-A plug with two vertical pins)
Custom Declaration
HW JAPAN's company policy it that we will specify the exact items on all export items on custom forms, labels, airway bills and invoices.
All items that are purchased cannot be specified as gifts and will be labeled as the actual cost of items purchased on all documents.
Custom Tax
For custom clearance, you may need to pay custom fees such as duty, tax and VAT when you purchase and receive products from overseas. Please consult your local custom office.
Tax and custom fees will be taken care of you. When you receive shipments, please pay the appropriate tax and custom fees according to your country's regulations.
|
|
|