Frequently Asked Questions
Have a question? See if you can find an answer below.
All Japanese products are shipped directly from Japan. They are generally exclusives that cannot be found through Australian retails.
Unfortunately due to time and cost, JToys is currently available online only.
These are released during festive seasons and promotional period.
We can merge orders together if they are placed on the same day.
You can cancel your order within 12hours after purchase. Please note once items have been marked dispatch, your order cannot be cancelled.
Yes, as long as the items purchased have not been opened and original seals are still attached, you can return your items by shipping it back to us within 14 days after purchase. Please note all gifts that came along with the purchase will need to be returned aswell and you will be responsible for the return mail charges. Please also include your order confirmation within the returning package.
We currently don’t offer gift wrapping option.
Orders can be tracked via the Australia Post website
New Zealand Customers
Note that for goods imported by parcels post, the total Customs value threshold is NZ$399. Any purchase above the amount will get taxed. JToys is not responsible for any import tax charge by customer purchase.
Standard Flat Rate takes up to 5 business days and Express Post takes up to 3 business days.
Preorders work the same as a normal order. If you require shipping, you’ll need to pay for the order in full upfront. However, if you choose local pickup with cash, we will need you to send through a 10% deposit to secure your order.
You can cancel your preorder within 24hours of order. However, deposits will not be refunded.
When you cancel an order with us, we put it on record to your account and if we notice you’ve been cancelling a number of times, we may not accept any orders from you in the future or require you to pay full deposit before we accept your order.
We’ll contact you for a 10% deposit* to secure your order via e-mail and sms. If we don’t receive deposit within 3 business days, your order will be cancelled. *deposit may vary depending on order amount.
All pricing listed on JToys are in Australian Dollars (AUD).
We accept payment via eWay (Visa and Master) and Paypal for online orders. Bank Transfer for local cash pickup preorders. Cash or Debit/Visa/Master via ANZ FastPay for pickup orders. Please let us know in advance if you wish to pay with card for pickups.
Yes, pickup is available for all Melbourne customers.
Pickup locations as follow:
Monday – Friday
12:45pm or 6pm
179 Little Bourke St infront of ChaTime
Monday – Friday
1pm or 5pm
Tooronga Plaza infront of Nandos entrance
Monday – Friday
Infront of Greythorn Post Office
We require all orders to be picked up within 7 days of notice.
Yes! We have just opened deliveries to New Zealand and Hong Kong! This is a trial period and we are working on refining shipping cost.
Local deliveries, it generally takes 3-5 business days through Australia Post. International deliveries may take up to 2 weeks. It takes a day or two for Melbourne deliveries.
We generally ship within the next day once payment clears.
Unfortunately freeshipping only applies Australian states at the moment. We’ll let you know when this changes.
All purchases above $100 or more in one transaction will receive free shipping except for case orders due to size and weight issues. These normally will incur an extra charge of $12 for domestic shipping and express post will be quoted separately.
If you are purchasing from overseas (not Australian customer), you are responsible for your own country’s import duties. JToys is in no way responsible for paying the cost of your import duties. Please let us know earlier so that we can include it with your invoice.
In the event where a dispatched item is returned back to sender, if the issue was caused by JToys, JToys will redeliver the item free of charge. However, if the issue was caused by the customer (eg, incorrect postal address was filled), the customer is liable to pay for the redelivery fee of $15.