Ordering

• Customer Account
• Searching for Item
• Item Price/Tax
• Availabilities and Delays
• Using Shopping Cart
• Saved Items
• Proceed to Checkout/Add Items to Open Order
• Shipping Options
• Discreet Packaging Option
• Payment Methods
• PayPal
• Alipay
• Verified by Visa and MasterCard Secure Code
• Frequent Shopper Points
• Redeeming Coupons
• Gift Orders
• Review and Place Your Order
• Order Status/Details/History
• Making Changes to Your Order/Cancelling Items
• Customs/Import Duties
• DVD Regional Encoding
• Troubleshooting For Ordering

Customer Account

You can create your customer account either in the process of placing your first order, or anytime by clicking on "Custoemr Account."

• By creating your customer account, you can safely transmit your personal information that are needed to process your orders.
• Each time your order is shipped, you automatically earn 3% of the item price subtotal as Frequent Shopper Points on your customer account, which can be applied as discount on your subsequent CDJapan order as discounts.
• Additionally, you will earn 300 points after you create customer account completely, including your shipping address.
• Other benefits of creating your account include, receiving e-mails about upcoming releases, checking order status, making changes to your orders online and online tracking (available only for orders shipped by EMS).

Searching for Item

• Enter the keyword related to the item you're looking for. To narrow your searches, specify whether the keyword is artist name, title, or catalog number from the pull down menu located next to the search box. You can also narrow down the search results by specifying the format (CD, DVD, or VHS) of the item.
• Our search engine is not case sensitive, and there won't be any difference whether you type in the keyword, for example, as "ayumi" or "Ayumi."
• You can enter parts of the name or the title, but you need to enter at least three letters. Also, the search engine recognizes characters such as comma (","), apostrophe ("'"), hyphen ("-"), exclamation ("!"), etc. If there are any that are supposed to be included in the name or the title, please try including them in your search. Likewise, if none are supposed to be included, remove them in your search. In case of catalog number, results won't show up unless it is typed in exactly.
• In case you are not able to find results when searching for by person, please make sure to type in the name in the order of First Name Last Name, or only the First Name or Last Name. Results will not show if the name is entered in the order of Last Name First Name. For example, results will not be shown if Hamasaki Ayumi is entered. Please try either by typing in Ayumi Hamasaki, or only Ayumi or Hamasaki.
• When searching for an item by catalog number, please enter a hyphen ("-") between the letters and number. Also, if there is any, please take out the zeros that directly follows hyphen ("-"). Also, please make sure to type in the catalog number exactly. For example, please type in "DA-452", and not "DA452," "DA0452," "DA-0452," nor "DA-45."
• When searching for indie releases, there may be "DAK" in front of the catalog number. For example, if no results show up when searching for "ZEDY-9110," try "DAKZEDY-9110."
• Our website does not have "AND," "OR," nor "AND NOT" capability. Please do your search one at a time.

If you are not able to find the item you're looking for, it may be that the item is not available for ordering through CDJapan, or that it is no longer available even though it was in the past. We routinely remove older items that are no longer obtainable from our website. Also, it could be that the name or the title is spelled differently. We try to spell the Japanese names and titles on our website according to the most frequently encountered spellings. For example, results will show when searching by "Zatoich," but not by "Zatouichi."

If you still cannot find the item you're looking for on our website, then please let us know as much details related to the item as you can by e-mail(info@cdjapan.co.jp).

Item Price/Tax

For each item available at CDJapan, the retail price in Japanese yen is displayed. Whenever discount is available, our price and the amount you save are also displayed. The item price does not include shipping charge. Please make sure to place your order online. Before you complete placing your order, you will be able to see the order details including the shipping charge. *Shipping charge maybe subject to change at the time of shipping.

We are able to process credit card transactions only in Japanese currency. We make charges in Japanese yen after shipping the orders. Your credit card company will convert the amount into your local currency when it appears in your billing statement.

US Dollars

For your reference, we also display the item price in US Dollars. It is calculated at the exchange rate of the day. We do not have currency converter on our website for other currencies, but you can find them by searching the web. Please note that as the exchange rate fluctuates continuously, the charge in your credit card billing statement in US Dollars will be different from the amount in US Dollars displayed on our website and in our e-mails.

Also, we accept US Dollars as well as Japanese yen for settling the payment either by International Postal Money Order or Cash. The order total will be displayed in both currencies when you complete your order, and you can choose to send the payment in either of them. Since we do not process the order until we receive the payment, the exchange rate will be fixed for the order at the one at the time you placed the order.

Japanese Consumption Tax

In Japan, there is a 5% consumption tax applied to the price of every item purchased. Non-residents are exempt from this taxation. On the other hand, if you are a resident in Japan, please refer to the item price including tax displayed in parenthesis for the amount you will be charged for purchasing the item. Our system determines whether you are a resident or a non-resident based on the first shipping address you register when creating your customer account.

VAT/Import Duties

If you are receiving your order outside of Japan, you may be subject to VAT/import duties, which may be levied once the package reaches the country. If that happens, additional charges for customs clearance must be borne by you or the recipient of the order. To find out what these charges might be, please contact the customs office of the country in which the order is to be received.

Availabilities and Delays

Availability is displayed on the details page of each item to show how long the item is expected to take before it becomes available for shipping

Items Past Release Dates
An approximate span of time it takes for the item to become available for shipping is displayed.

• In Stock
  This information is shown to clarify that the item is in our stock, and we are usually able to ship it in 1-2 days.

Pre-release Items
We are able to ship items on the release date if they are pre-ordered early. However, it may take additional time if they are pre-ordered right before the release date, or if supplier has received more pre-orders than they are able to fulfill on the release date. An approximate span of time is displayed in such cases.

• May take up to 1-2 weeks after the release date
  This information is shown for some items such as collectibles and figures that often take extra time to be manufactured. While manufacturers try to make them available by the release date, it may take 1-2 weeks after the release date for them to become available.

Important Notes
Availabilities are based on information that suppliers provide, based on the average time it previously took them to fulfill orders. While they update the information frequently, items may take extra time when orders are actually processed. Items may also prove to be unobtainable even tough it¡Çs still shown to be available. In case items delay or prove to be unobtainable, we update customers automatically by email providing an updated estimate of time. Please also note that since the procedure is automated, the reason for delay isn¡Çt provided.
Items Not Available For Orders
An item is no longer available for orders if either of the followings is displayed.

• Out of Print
  The item is sold out already, and it is no longer in production. It won¡Çt become available again for orders.
• Release Cancelled
  The item is not going to be released anymore.
• Release Postponed
  The release date of the item has been postponed, and the new release date has not become available.
• Currently Out of Stock
  Suppliers may decide to manufacture more of the item, but no details has become available as to how long it may take before the item is back in production.

For items that have not yet been released:

• Usually ships in 1-3 business days following release
  The item is expected to become available for shipping in 1-3 business days after its release date.
• Usually ships in 2-5 business days following release
  The item is expected to become available for shipping in 2-5 business days after its release date.

What to do in case of delay?
We send an order once all items included are available, so if any item delays, the shipping of your order delays until it comes in. Following options are available.

• Cancel Delayed Item
  Cancel delayed items so the rest of your order may be shipped sooner. To do so, please contact us by replying to our email update or send us an email (info@cdjapan.co.jp). Please include your order number and the catalog number of the delayed item. Whenever possible, and if the payment method is credit card, delayed items become available for cancellations on the website in Customer Account. If this were possible, it would be indicated in the email update so that you may cancel the item without contacting us.
  *If you paid for your order by any other payment method, including PayPal, please contact us to cancel the delayed item. We will process refund at the same time canceling the item for you.
• Send Orders Separately
  Sign into your Customer Account and click on the "Ship Items Separately" link. Please note that this option is available only if the payment method of your order is credit card.
  *If you paid for your order by any other payment method, including PayPal, please wait until your order is fulfilled and shipped.

Using Shopping Cart

Add an item to shopping cart by clicking on "Add to Cart" button located next to the item. For future releases, click on "Pre-Order Now" button. You can view items in your shopping cart at any time by clicking on "View Cart" located at upper right corner of our website.

• Saving/Deleting Items
  You can delete items you don't want to order from your shopping cart by clicking on "Delete" button. For items you don't want to order right away, but do not want to delete completely, click on "Save for Later." The item will be removed from the shopping cart, but it will be listed in "Saved Items."
• First Press Editions/ Limited Editions
  Please note that the order won't be placed until you finalize your order by proceeding to checkout from the shopping cart. Some items and editions are limited in quantity and they may become unobtainable if the order is not finalized before they are sold out.
• Changing Quantity of Items
  Quantity of each item in shopping cart can be changed by clicking on "+1" to add, and "-1" to subtract.

Saved Items

You can list items you're interested in, but do not yet wish to order until later by clicking on "Save for Later" button in the product description of the items. When you decide to place your order, select the items and then click on the "Move to Shopping Cart" button. Items can be moved from Saved Items to Shopping Cart and vice versa at anytime.

• Sorting the Saved Items
  You can sort the saved items in the order you have saved them, by release dates, or by formats, or by artist names.
• Notes
  You can save notes for yourself for each item. Write it in the box below the items, and then click on the "Save Notes" button.
• Please note that the order won't be placed until you finalize your order by proceeding to checkout from the shopping cart.
• Availability of items may change occasionally, and items may no longer be available for ordering at a later time. For example, if the item is a limited edition, please check to see if it is still available before you place your order.

Proceed to Checkout/Add Items to Open Order

When you have everything you need in your shopping cart, and are ready to place your order, click on "Proceed to checkout " button to be taken to our order form.

When placing your order for the first time, you will be prompted to make selections for shipping address, shipping option, and payment methods in the order form. From your subsequent order, the steps will be simplified, and you will be prompted to select only your shipping options before you're taken to the Order Summary page, where you can review and make changes to your order before finalizing it.

If you have an open order (order that has not entered shipping process), you can add the items in the shopping cart to it by clicking on "Add items to open order" button.

Sign In
After clicking on "Proceed to checkout" button or "Add items to open order" button, you will be prompted to sign in using your e-mail address and your password. If it is your first time to place your order, you can create your customer account in this step by clicking on "Create Account."

Pre-Ordering Future Release Items With Release Dates More Than 60 Days Apart
We are not able to process orders containing future release items with release dates more than 60 days apart. If your order contains them, the order will be split according to the release dates as you proceed to checkout. It will be as if you have selected "Ship Future Releases As They Are Released" option (see Shipping Options for details).

Shipping Options

Available methods of shipment include Express Mail Service (EMS), Registered Air Mail, Air Mail, and Economy Air (SAL). If you prefer a fast and reliable method of shipment, we recommend you to select EMS as the shipping method of your order.

Express Mail Service (EMS)

• Usually delivered in 3-6 days after the order is shipped.
• Online tracking is available. Please sign into Customer Account and click on Order Status/History.
• Signature of the recipient is required upon delivery.
• In case you are absent at the time the attempt is made to deliver your package, your local post office/courier will either leave a note with contact information or repeat attempts to deliver it.
• In case you do not receive your order in the span of time mentioned in our shipping confirmation e-mail, please call your local depot/post office to see if they might be holding the parcel for you.

Registered Air Mail

• Usually delivered in 4-12 days after the order is shipped.
• Online tracking is not available.
• The package will be registered, and in case there is delay in delivery, the post office will be able to search for it.
• Signature of the recipient is required upon delivery.
• In case you are absent at the time the attempt is made to deliver your package, your local post office/courier will either leave a note with contact information or repeat attempts to deliver it.
• In case you do not receive your order in the span of time mentioned in our shipping confirmation e-mail, please call your local depot/post office to see if they might be holding the parcel for you.

Air Mail

• Usually delivered in 4-12 days after the order is shipped. *May take up to 8 weeks.
• Online tracking is not available.
• In case of delay in delivery, please call your local post office to see if they are holding a parcel for you. If it is not there, please wait for up to 8 weeks (from the shipping date). In case it is not delivered within this span of time, then let us know by e-mail by clicking on the link located at the bottom of this page.

Economy Air (SAL)

• Usually delivered in 1-3 weeks after the order is shipped. *May take up to 12 weeks.
• Online tracking is not available.
• In case of delay in delivery, please call your local post office to see if they are holding a parcel for you. If it is not there, please wait for up to 12 weeks (from the shipping date). In case it is not delivered within this span of time, then let us know by e-mail by clicking on the link located at the bottom of this page. Domestic Shipping (Shipping Within Japan)
• Usually delivered in 1-2 days after the order is shipped.
• You can either have the parcel delivered in your mailbox (no signature required), or to you in person (signature required).

Shipping charge depends upon the order weight, shipping method, and the region of the country where the order is to be sent.

Our shipping charge includes handling fee.

You can view an estimate for the shipping charge online before you finalize your order.

*In some cases, shipping charge may be subject to an update at the time of shipping. When that happens, we will let you know in advance before actually shipping your order. The amount shown in the packing slip enclosed with the order will not reflect any update. Please refer to the Order Details in Customer Account for the final shipping charge of your order. The update will be reflected on the charge that appears on your billing statement, if the payment method is credit card. If the payment method is either IPMO or Cash, there may be an additional charge before the shipping process is completed.

There are following two options available for orders containing future releases with different release dates. You can make your selection before you finalize your order.

Ship When All Items Have Been Released
If you select this option, we will wait until all items have been released before shipping the order. For example, if your order contains an item to be released next month and another one to be released two months later, the order will be shipped two months later, after both of the items have been released.

Ship Future Releases As They Are Released
If you select this option, we will ship future release items separately according to the release dates. There will be additional shipping charge for shipping items separately. Please note that this option is available only for orders containing future releases. If your order contains future release items with release dates more than 60 days apart, your order will be split according to release dates as if you have selected this option, because we are not able to process orders containing future release items with release dates more than 60 days apart.

Discreet Packaging Option

Select "Discreet Packaging Option" under "Shipping and Gift" options while placing your order to have your order sent inside a plain envelope. Some conditions apply as detailed below. Please also note that all customs paperworks will be attached outside as required.

Packaging Method

The order will be placed inside a plain envelope without padding, after the item is packaged using bubble wrapping and carton material (H3cm x W26cm x D20cm) for protection.

Shipping charge

No Additional Charge.
This option is free of any additional charge.

Some Conditions Apply

1. Only a regular CD, Cardboard Sleeve CD, and DVD is possible for this option.
   a. Up to 2CDs are possible. CD with bonus DVD counts as 2CDs.
   b. Only 1 DVD is possible. Double DVD is also possible.
   c. The option is not possible for an order including both CD and DVD.
   d. Not possible for BoxSet or any other large item.
2. It is possible to send the order as a Gift (mark customs forms as gift), but Gift Bag is not possible in case this option is selected.
3. Any bonus extras such as poster cannot be sent with the order in case this option is selected.
4. It is possible to make changes to your order online (combining orders, moving items, shipping items separately, adding items) after choosing this option. However, your order will be sent with regular packaging in case your order does not meet with the above conditions as a result of any change.

Payment Methods

We accept Credit Cards and Check Cards (VISA, VISA Check Card, V ISA Electron, MasterCard, Debit MasterCard, American Express, Diners Club, JCB), International Postal Money Order, Cash (Japanese Yen or US Dollars), PayPal and Alipay.

We do not accept any other type of payment.

Credit Cards and Check Cards

We accept VISA, MasterCard, American Express, Diners Club, JCB. We also accept VISA Check Card, Visa Electron Card issued as a credit card, and Debit MasterCard.

Credit Card Payment Process
When you place your CDJapan order, combine orders, move items from one order to another, or add items to your order, an electronic request is sent to the issuer of your card to either authorize or decline the transaction for the amount of your order.

Your order is processed once they authorize it. The process is normally completed soon after you click on "Place Order" button. In case authorization is declined, your CDJapan order won't be processed. If that happens, you will either see an error message, or receive our "Authorization Declined" notice by email.

At this point, CDJapan does not make the charge, and the issuer of your credit card does not bill you, yet. However, the amount of your order will be blocked from your card account as soon as they authorize it.

Depending on your credit card, the amount may also appear on your card account details immediately as a pending charge. Please note that the company name may appear as "GMO Payment Gateway" which is the name of the credit card processing agency enabling Verified by Visa and MasterCard SecureCode on CDJapan.

CDJapan makes the charges on customers credit cards only after shipping the orders. It may take up to a few weeks before the charge actually appears on your billing statement under the heading "Neowing" which is our company name.

All CDJapan credit card transactions are processed in Japanese yen. The issuer of your card will convert the amount into your local currency when the charge appears on your billing statement, according to the exchange rate at that time.

Why was my credit card authorization declined?

Credit card authorizations may be declined for a number of reasons. For example, if insufficient funds are available on your credit card for the order you are about to place, or if your card is not valid for international transactions, the issuer of your card will decline it.

Also, all CDJapan transactions take place in Japan. Even if your card is valid for international transactions, the issuer of your card may still wonder if you are actually the one using your card. To keep it safe for the cardholders, issuers of credit cards may decline authorization requests from international companies.

So, in case your credit card authorization is declined, please make sure to contact the issuer of your card to find out exactly why they declined it, and ask them to resolve it for you.

Verified by Visa and MasterCard SecureCode

CDJapan supports Verified by Visa and MasterCard SecureCode offering added protection.

The issuer of your credit card will initiate the authentication process right after you click on the "Place Order" button.

You are not required to activate your credit card to place your CDJapan order. However, issuers of credit cards may prompt the cardholders to activate their credit cards whenever transactions take place at participating online shops, including CDJapan. When that happens, please consider activating your card for added protection. Activating it will be free of any charge.

CVV2 Code

CVV2 code is a 3 or 4-digit number that offers extra protection by ensuring that the cardholder is in possession of the card. We may ask you to enter it when adding your card for your order.

For VISA, MasterCard, Diners Club, and JCB cards, the CVV2 code can be found on the back of the card, inside the signature area. You will find either your 16-digit credit card number or the last four digits followed by the 3-digit CVV2 code.

For American Express cards, the CVV2 code is a 4-digits number that can be found on the front of the card, above the credit card number.

Changing and Updating Your Credit Card Details

If you need to change or update the details of the credit card used for your exsisting CDJapan orders that have not been shipped, please make sure to sign in to Customer Account to update your credit card details first, and then make sure to let us know the last 4 digits by email (info@cdjapan.co.jp).

Important: For your security, do not send the full number of your credit card by email.

Please note that unless we receive your email, any change you make to your credit card details won't be reflected to your existing CDJapan orders.

International Postal Money Order

IPMO is a safe and reliable method of remitting payments internationally. It is a service provided by the post office in these countries. If you are located in a country that is not listed, then please consider another payment method we accept.

Your order will be processed once we receive your IPMO.

How to Get Your Payment Remitted by IPMO

1. Please visit your post office, and tell them you'd like to have your payment remitted to Japan by IPMO. In some countries, the post offices may refer to IPMO by different names. For example, in Singapore, the post office calls it "Foreign Money Order." Similarly, in Malaysia, the post office calls it "International Money Order."
   On the other hand, the post offices in some countries offer Western Union Money Transfer service, but since no Western Union Agent exists here in Tokyo, Japan, it is not possible for us to accept it. Similarly, it is not possible for us to accept MoneyGram or Travelers Express money order. Neither are we able to accept any type of bank draft, due to high financial charges.
2. You will then be asked to fill in a from. Specify your payment to be remitted either in Japanese yen or US Dollars. Please refer to the order confirmaion email you receive upon placing your order online for the total amount in both currencies.
3. Make your IPMO payable to:
   
   CDJapan (Neo Wing Co.)
   1-9-11-10F Nihonbashi Horidome
   Chuo, Tokyo 103-0012, Japan
   
   
4. If possible, get your order number printed on your IPMO so that we can easily identify it to be your payement.
5. You pay your post office in your local currency. Your post office will perform a currency conversion for the amount of your payement when they charge you.
6. Your post office will remit your payment to us through Japan Post. We usually receive it in 1-2 weeks.
7. Your order will be processed once we receive your IPMO, and we will let you know by email.
8. If your post office requires you to write the name of the post office in Japan on the application form, please write Nihonbashi Post Office.

For US Customers Only:
The post office will give you an IPMO check physically (applies only to customers in the United States), and you will need to mail it to our address shown above. Please write our company name, our address, and your order number on it. If you receive "Postal Money Order," then tell them you need to receive an "International Postal Money Order." Since we are not able to process orders unless we receive your IPMO, we recommend you to get it registered when you post it, and signature will be required when we receive it. We are not able to take responsibility if your mail gets lost.

IMPORTANT NOTES:

1. We are not able to accept any other type of money order, check, or bank draft. If your country is not listed here, then please select another method of payment we accept.
2. In case we do not receive your IPMO within 6 weeks, your order will be cancelled.
3. While availabilities are updated everyday, unexpected delays and shortages may occur. Also, items may unexpectedly prove to be unobtainable. If that happens, the item will be cancelled from your order, and we will redeem the amount of your payment for the item by adding it to the balance of your Frequent Shopper Points.
4. First press editions in your order may be sold out by the time we receive your IPMO. In such a case, only the regular edition can be sent for your order. To try to prevent this, please get your IPMO remitted to us at least two weeks before the release date.
5. In some cases, the shipping charge may be subject to an update, and there may be additional charges.

Cash

We accept cash payment in Japanese yen and in US Dollars. Please refer to the order confirmaion email you receive upon placing your order online for the total amount in both currencies.

Your order will be processed once we receive your cash payment.

Make sure to get the envelope containing your cash payment registered, or send it using a courier that requires signature of recipient upon delivery.

1. Please round your payment. Do not send any coins.
   
   US Dollars
   Please round down the amount less than a dollar and send bills only.
   Example: round $36.23 down to $36.00
   
   Japanese yen
   Please round up the amount less than 1,000 yen and send bills only.
   Example: Round 1,230 yen up to 2,000 yen. The change in the amount of 770 yen will be added as 770 points to the balance of your Frequent Shopper Points.
   
   
2. Enclose your cash payment in an envelope. Please make sure to include your order number in the envelope so that we can identify your payment as the one for your order.
3. When sending it by post, please make sure to get it registered at your post office. When a mail is registered, it requires signature of recipient upon delivery. You can also send it using a courier that requires signature of recipient upon delivery. We are not able to take responsibility if your mail gets lost.
4. Send your cash payment to the following address:
   
   CDJapan (Neo Wing Co.)
   1-9-11-10F Nihonbashi Horidome
   Chuo, Tokyo 103-0012, Japan
   
   
5. Your order will be processed once we receive your cash payment and we will let you know by email.

IMPORTANT NOTES:

1. In case we do not receive your cash payment within 6 weeks, your order will be cancelled.
2. While availabilities are updated everyday, unexpected delays and shortages may occur. Also, items may unexpectedly prove to be unobtainable. If that happens, the item will be cancelled from your order, and we will redeem the amount of your payment for the item by adding it to the balance of your Frequent Shopper Points.
3. First press editions in your order may be sold out by the time we receive your cash payment. In such a case, only the regular edition can be sent for your order. To try to prevent this, please send your cash payment at least two weeks before the release date.

PayPal

We accept payment by PayPal sent in Japanese Yen.

Select PayPal in the "Payment Options" step during the checkout. You will be redirected to PayPal website after selecting all order options. Follow instruction to complete your payment.

Your CDJapan order will be completed once your payment is confirmed.

Please note that the "Payment Options" step will be bypassed for repeat customers. For your first time to select PayPal, proceed to "Order Summary" step, click on "Edit" button for "Payment Method" and then select PayPal.

Please note that it may take up to 24 hours before the PayPal payment is confirmed.

If you are using a checking or savings account as your funding option through PayPal, it will take additional 3-4 business days before the payment is completed and for your order to be processed. Until then, the status of your CDJapan order will be pending.

PayPal Express Checkout

CDJapan supports PayPal Express Checkout, making it easy for first time customers to place orders. To place your first time order and pay with PayPal, add items to shopping cart and click on the ¡ÈCheck out with PayPal¡É button to complete your order in a few easy steps.

Before you place your order, make sure that the address you have registered with your PayPal account is the current one where you¡Çd like to receive your order.

Create CDJapan Customer Account

After you place your order, the order receipt page appears that says "Thank you!" Create your customer account linked to your order by creating your CDJapan password at the bottom of the page.

Benefits of Creating CDJapan Customer Account

1. Receive Coupons
   We offer coupons based on the amount of your purchase (learn more).
2. Earn Frequent Shopper Points
   We offer points each time your order is shipped that you may redeem as discounts the next time you place orders (learn more).
3. Useful Features in Customer Account
   View order status online and subscribe to various newsletters we send.

Returning Customers

PayPal Express Checkout is only for first time customers who do not have CDJapan customer account, yet. To place your order, click on the ¡ÈProceed to Checkout¡É button and sign into your customer account.

Important Notes:

1. To cancel your CDJapan order paid by PayPal, please contact us by email. Please make sure to include your order number. If you're only cancelling specific items included with your order, please include the catalog number. We'll provide you with a refund through PayPal upon processing cancellation.
2. Orders paid by PayPal cannot be modified (combining orders, moving items, shipping items separately, adding items).
3. "Ship future releases as they are released" option is not available when payment method is PayPal. Please place separate orders.
4. Your CDJapan order will be cancelled in case your PayPal payment isn't completed in 10 days.
5. While availabilities are updated everyday, there may be unforeseen delays. Items may also prove to be unobtainable unexpectedly. In either case, you will receive an update automatically by email. CDJapan will provide you with a refund through PayPal for the difference.
6. First press editions may be sold out between the time you place your order, and the time your order is processed. In such a case, the regular edition will be sent.
7. Shipping charge and the shipping method may be subject to an update, depending on the size and the weight of the order, and there may be an additional charge in either case.
8. PayPal is available in more than 100 countries, but if PayPal is not available in your country, please select another payment method.
9. PayPal applies currency exchange rate fee for each cross-border transaction.
10. It is not possible for us to reply to any note attached to PayPal payments through "Add special instructions to merchant" feature, because we receive a very large number of payments daily. If you have any question, please make sure to contact our Customer Service Department by email (info@cdjapan.co.jp).

Alipay

Select Alipay in the "Payment Options" step during the checkout. You will be redirected to Alipay website after selecting all order options. Follow instruction to complete your payment.

Your CDJapan order will be completed once your payment is confirmed. Please note that it may take up to 24 hours before the Alipay payment is completed. Until then, the status of your CDJapan order will be pending.

Please note that the "Payment Options" step will be bypassed for repeat customers. For your first time to select Alipay, proceed to "Order Summary" step, click on "Edit" button for "Payment Method" and then select Alipay.

Important Notes:

1. To cancel your CDJapan order paid by Alipay, please contact us by email. Please make sure to include your order number. If you're only cancelling specific items included with your order, please include the catalog number. We'll provide you with a refund through Alipay upon processing cancellation.
2. Orders paid by Alipay cannot be modified (combining orders, moving items, shipping items separately, adding items).
3. "Ship future releases as they are released" option is not available when payment method is Alipay. Please place separate orders.
4. Your CDJapan order will be cancelled in case your Alipay payment isn't completed.
5. While availabilities are updated everyday, there may be unforeseen delays. Items may also prove to be unobtainable unexpectedly. In either case, you will receive an update automatically by email. In case items are partially canceled fromyour order, CDJapan will credit your customer account with Frequent Shopper Points to reimburse you for the difference. In case the whole order is canceled, CDJapan will provide you with a full refund through Alipay.
6. Shipping charge and the shipping method may be subject to an update, depending on the size and the weight of the order, in that case, we will let you know by email.
7. If you have any question, please make sure to contact our Customer S ervice Department by email (info@cdjapan.co.jp).

Verified by Visa and MasterCard Secure Code

CDJapan supports Verified by Visa and MasterCard SecureCode for added protection. The credit card companies and the issuer of your credit card provide the services to ensure that only you, the authorized cardholder, is able to place your order by performing authentication. To activate your credit card, please click on the above logo to create your own password/SecureCode.

Once your Visa Card/MasterCard is activated, your card number will be recognized whenever you shop at participating online shops, including CDJapan.

You can also place your orders without activating your VISA Card/MasterCard. Although many credit card issuers in many countries now participate in Verified by Visa and MasterCard SecureCode, the services may not be available in some cases. You can also place your orders using American Express Card and Diners Club Card, although similar services are currently not available.

On the other hand, if the issuer of your credit card participates in either of these services, you might be prompted to activate your credit card before you place your order.

Authentication Process

If your credit card is activated, authentication process begins when you place your order by clicking on qŽ­Ž±lace OrderqŽ¯¡Ãutton. You will be connected to the secure server of the issuer of your credit card where your password/SecureCode is required. Your identity is verified in this process to ensure that you, the authorized cardholder, are placing your order. Authorization process immediately follows, and order will be finalized once we receive authorization. The process takes 5-60 seconds. Please make sure to wait until it is completed.

Frequent Shopper Points

Frequent shoppers, you can earn points on your CDJapan orders and receive discount!

Each time your order is shipped, you automatically earn 3% of the item price subtotal as Frequent Shopper Points. You can apply the points on your subsequent CDJapan order as discount.

• You can apply the points in units of 100points, which is equivalent to 100 yen.
• The points are valid for 1 year.
• You can view the balance of your points at anytime by signing into Customer Account.
• You can enter the points you would like to apply on your order when proceeding to checkout. *Please note that we are not able to apply the points on our side after the order has been finalized. Please make sure to apply the point before finalizing your order.
• This offer will not be available in conjunction with any other special offer.
• When you apply points on an order, the points that will be earned from it when it ships will be based on the item price subtotal minus the points applied. For example, if the item price subtotal of your order is 10,000 yen, and 1,000 points have been applied, you earn 3% points on 9,000 yen (270 points) when the order ships. The extra points outlined below will not be earned in this case.
• This service became available at 10am on June 28, 2004 (Japan Standard Time), and orders placed before this date will not earn points. However, the items will earn points if they are moved to a new order placed after the date. For more details, click here.

Placing large orders? Earn more points!
If the item price subtotal of your order is 10,000 yen or more, 30% of the points earned will be added as extra points.

Redeeming Coupons

Each coupon has an expiration date and requirements. Please make sure your coupon has not expired and that the requirements are met when you redeem it as detailed below:

1. Add items to shopping cart and proceed to checkout as you normally do.
2. In the order summary page, where you review and place your order, enter coupon code in the box located next to "Enter Coupon Code."
3. Click on "Apply" button, and the coupon discount is applied.

• Only one coupon can be used on one order, and combined order cannot contain more than one coupon, and each coupon can be used only once.
• Coupon can be used only at the time of placing an order as detailed above.
• Coupon can be used together with Frequent Shopper Points, but the total of coupon value and the points applied cannot exceed the item price subtotal.

We occasionally send coupons to subscribers of our Newsmail, which contains news about the latest items available in Japan. Click on "Newsmail" at the top of the page to subscribe.
Also, we send coupons to customers who place large orders on a regular basis (Learn More).

Gift Orders

Send gift orders to your friends and family! To send an order as a gift, register the shipping address of the recipient when placing your order.

• Gift Bag
  We are able to place the items in your order inside one of the two types of Gift Bags available. You can select one from the pull-down menu in the "Shipping Option" when placing your order. Please note that in case we are not able to place items inside the Gift Bag due to the bulk of the items, we will simply enclose the Gift Bag inside the package together with items.

Review and Place Your Order

Before you finalize your order, you will be taken to Order Summary Page, where you can review the details of your order, and make changes as necessary.

It is in this page where you can view the shipping charge estimate of your order. *In some cases, the shipping charge may be subject to an update at the time of shipping, when actual order weight becomes available.

After reviewing the details of your order, click on "Place Order" button to finalize your order. Your order won't be placed until you click on this button. After you complete your order, you will receive our order confirmation e-mail sent by our auto-responder to confirm that we have received your order.

We are only able to accept orders placed online from our website. It will not be possible for us to process orders sent, for example, by e-mails, letters, or by fax. Please make sure to follow above steps to finalize your order online.

Order Status/Details/History

You can view details of your orders, including the status as detailed below by clicking on "Order Status/Details/History" in Customer Account.

Order Received: We received your order. The order is about to be processed. We are not yet in the process of obtaining items for the order. We process orders 1-2 times during each business day, and also as soon as we receive IPMO or cash payment. You can cancel any item from your order still in this status by clicking on "Cancel items" in Customer Account.
Processed: The order has been processed, and we are in the process of obtaining items. In case the payment method of your order is either IPMO or Cash, we have received it already. The order will enter shipping process once all items are available. Items cannot be cancelled online once the order is in this status. To cancel items from orders that have already been processed, please contact us by e-mail. Please make sure to write your order number and the catalog number of items you'd like to cancel. Also, for security reasons, please make sure that the email address is associated with your customer account. Please note that it is not possible for us to cancel items from an order already in shipping process.
In Shipping Process: Your order is about to be shipped. Normally, shipping process is completed in 1-2 days. Once an order enters shipping process, it is not possible to make any change to it, even on our side.
Shipped: Order has been shipped. If the shipping method is EMS (Express Mail Service), EMS tracking number will appear. It may take 1-2 days before online tracking becomes available. Online tracking is not available for other available shipping methods.

You can also view status for each item as detailed below.

On Hand: The item has been made available for the order.
Delayed: There has been an unexpected delay with the item. We are continuing with our efforts to obtain it as soon as possible. An estimate for the span of time it takes for the item to come in is shown under "Availability." We also update customers by email at the same time. In case it is estimated for the item to delay for 3-4 weeks, you will be able to cancel it online even when the status of the order itself is "Processed." Click on "Cancel Item" to cancel it.

Making Changes to Your Order/Cancelling Items

You can make changes to your open orders online as detailed below. An open order is an order that has not yet entered shipping process, if the payment method is credit card. If the payment method is either International Postal Money Order or Cash, an open order is an order that has not yet been processed.

• Move Items From One Order to Another: You can move items from one open order to another by clicking on "Move items from one order to another" in Customer Account. If you'd like to move all items, please combine orders as detailed below.
• Combine Orders: You can combine open orders by clicking on "Combine orders" in Customer Account. A new order number will be designated for the combined order. It is not possible to combine orders if coupon discount has been applied on both.
• Ship Items Separately: You can separate items from open orders, so that they will be shipped separately, by clicking on "Ship Items Separately" in Customer Account. A new order number will be designated for the separated items. There will be separate shipping charges as if you had placed the orders separately.
• Adding Items To Orders: Add the items to your shopping cart, and then click on "Add items to open order" button. Select an open order to add the items to.

Cancelling Items
You can cancel items online from your open order if the order status is "Order Received" by clicking on "Cancel items" in Customer Account. To cancel the order itself, select all items. Once the order has been processed, items cannot be cancelled online, except for delayed items estimated to take additional 3-4 weeks to come in. To cancel items from orders that have already been processed, please contact us by e-mail. Please make sure to write your order number and the catalog number of items you'd like to cancel. Also, for security reasons, please make sure that the email address is associated with your customer account.

Following changes cannot be made online, but as long as the order has not entered the shipping process, we will make the change on our side. When contacting us, please make sure to write your order number and the catalog number of items you'd like to cancel. Also, for security reasons, please make sure that the email address is associated with your customer account.

• Change Shipping Address: Make sure to sign into Customer Account to add the shipping address first, and then contact us by e-mail. Likewise, if any correction needs to be made to the shipping address, please make corrections in Customer Account first, and then let us know.
• Change Shipping Method: The shipping charge and the average time for delivery are different for each available shipping method. If your payment method is credit card, we can change the shipping method before your order enters the shipping process. If your payment method is either IPMO or cash, we can change it before we receive your payment. Contact us to change shipping method.
• Change Payment Method: We process orders upon receiving credit card authorization from the issuer of the card, or upon receiving IPMO or Cash. Please visit this page for details, and contact us.

IMPORTANT NOTE:
Since it is not physically possible for us to hold on to specific items for a particular order indefinitely, making changes to an order becomes unavailable 60 days after the first item comes in, even if the order has not yet entered the shipping process.

Customs/Import Duties

International customers are considered importers and must comply with all laws and regulations of the country in which the orders are received. You may be subject to import duties and taxes, which may be levied once the package reaches your country. If that happens, additional charges for customs clearance must be borne by you. We cannot predict or control what these charges may be, as they vary widely from country to country. Please contact your local customs office for further information. Also, we are required to show the accurate value of the items directly on the package.

Clearance Fee
In some countries, couriers may charge clearance fees independently from the customs duty for processing the packages through the customs. For more information on what these fees might be, please contact the post office of the country in which you are receiving your order.

Also, the clearance fee might be different for EMS and Air Mail parcels in some countries. In UK, for example, EMS parcels are handled by Parcel Force once they reach UK, while Air Mail parcels are handled by Royal Mail. Parcel Force charges a significant amount of "Parcel Force Clearance Fee" in addition to VAT tax, while Royal Mail charges much less. For this reason, many people prefer Air Mail to keep the cost as low as possible even though EMS is quicker and generally more reliable as online tracking is available.

DVD Regional Encoding

Nearly all of DVDs released in Japan are region-2 encoded (Japan, Europe, and Middle East only). We are not able to accept returns of opened items. Make sure that your DVD player can play back Region-2 encoded discs, and that specs on audio and subtitles meet your satisfaction before finalizing your order.

Troubleshooting Guide for Ordering

Shopping Cart Troubles?
If you are not able to add items to your shopping cart, or if items disappear from your shopping cart as you proceed with your order, please check the following:

• Make sure your browser accepts cookies. In order for your browser to remember what items have been added to the shopping cart, it needs to accept cookies. If you are using Microsoft Internet Explorer, the settings on cookies can be changed in "Internet Options" located under "Tool" in the menu. As for Netscape, it can be changed in "Preferences" located under "Edit." The way to change the settings for cookies varies depending on the browser. Please refer to the help menu of your browser for detailed information on how to make it accept cookies.
• Does your PC have a program that limits, screens out, or suppresses cookies? Programs are available that allow you to control the security levels while surfing the Internet, and they may be interfering with your shopping. Please check to see if there is such a program installed on your computer. To read our Security&Privacy policy, please click here.
• Some users of Safari, AOL browser, and other browsers sometimes encounter problems while trying to shop at CDJapan. If possible, please try again with either Microsoft Internet Explorer or Netscape.

Can't sign in?
You will see an error message that tells you what might be the problem when you are unable to sign in. Also, please check the following:

• Don't remember your password? Please visit this page to receive a link through which you can reset your password. The link is valid for 24 hours.
• Some users of Safari, AOL browser, and other browsers sometimes encounter problems while trying to shop at CDJapan. If possible, please try again with either Microsoft Internet Explorer or Netscape.

Want to know shipping charge?
Please visit this page to learn about how shipping costs are determined. Also, you can easily view the shipping cost estimate in the "Order Summary" page, the last page you're taken to before finalizing your order. *Please note that shipping charge may be subject to change in some cases.

Want to view the order status?
Please sign into Customer Account and click on "Order Status/History."

Want to have items shipped separately?
Please sign into Customer Account and click on "Ship Items Separately." You can either move an item(s) to an existing open order (order that has not entered the shipping process), or have the item shipped on its own.

Want to cancel an item?
You can cancel an item online in Customer Account. However, once the order has been processed, items can not be cancelled online, and to cancel items, please contact us by e-mail. Please make sure to write your order number and the catalog number of the item you'd like to cancel. *Item(s) can not be cancelled even on our side once the order has entered the shipping process.

Want to track your order?
Online tracking is available for orders shipped by EMS. Please sign into Customer Account and click on "Order Status/History." Online tracking is not available for Air Mail. *Please note that tracking will not become available until after we have shipped your order.

Delay in delivery?
In case it takes longer than the span of time mentioned in our shipping confirmation e-mail for delivery, please call your local depot/post office to see if they might be holding the parcel for you. Occasionally, parcels delay unexpectedly. Also, in case of your absence, the parcel may be taken back to the depot/post office until you claim it. The delivery person is supposed to leave a note with contact information, but occasionally they do not.

Unable to place your order?
If the email address you entered is not valid, or our emails to you are being blocked, you will not be able to place an order. An error message, "Either the email address you entered is not valid, or our emails to you are being blocked possibly by your email service provider's SPAM filtering system" will appear in these cases. In other words, you need to be able to receive e-mails from us to be able to place your orders from us. When you see the message, please check the following:

• Is your email address registered correctly?
• Are our emails being blocked from your mailbox?
• Is your email address valid at this time?

You may have made an entry error. Please check your registered email address. You can re-register with your correct email address on your personal information page by signing into Customer Account.