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Frequently Asked Questions

Have a question? See if you can find an answer below.


Why are some of your products in Japanese and some in English?

All Japanese products are shipped directly from Japan. They are generally exclusives that cannot be found through Australian retails.

Do you have a physical store?

Unfortunately due to time and cost, JToys is currently available online only.

How do I get coupon codes?

These are released during festive seasons and promotional period. You will also get coupons when you subscribe to our mailing list.


If I order 2 separate orders, can you ship them together?

We can merge orders together if they are placed on the same day.

What if I change my mind with my purchase?

You can cancel your order within 24 hours after purchase. Please note once items have been marked dispatch, your order cannot be cancelled.

Can I return/refund my purchase?

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 and shipping charges will not be refunded. Please also include your order confirmation within the returning package.

Can I gift wrap my items?

We currently don’t offer gift wrapping option.

How do I track my order?

Orders can be tracked via the Australia Post website here

Why isn't my order shipped?

If you have preorder items in your order, your order won’t be shipped until all preorder items are available.

New Zealand Customers

My order is stuck at customs, what to do?

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.

How long does shipping take?

Standard Flat Rate takes up to 5 business days and Express Post takes up to 3 business days.


How does preorders work?

Preorders work the same as a normal order. If you require shipping, you’ll need to pay for the order in full upfront.

Can I cancel my preorder?

You can cancel your preorder within 24 hours of order and receive a full refund of deposit. After 24 hours, you can still cancel your preorder, but 20% of the order’s price will not be refunded (shipping charge will be fully refunded).

What happens if I keep cancelling my preorders?

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.

I've missed out on a preorder, what can I do?

Leave your name, email, phone number and the name of the item you’re after with us using our contact form and we’ll be in touch if further allocation becomes available.

Whats backorder?

Backorder are items that we carry but are currently out of stock, so if you order one of these products, it will arrive in our next shipment from Japan.
Order between the 15th of the month and 10th of the next month to make it for the month’s shipment (Example, 15th August to 10th September, for September shipment.)


Are the pricing listed in AUD or USD?

All pricing listed on JToys are in Australian Dollars (AUD).

What payment methods do you accept?

We accept payment via eWay (Visa and Master) and Paypal for online orders. Alternatively, we now offer zipPay! Buy now, pay later, no interest always.


Do you ship overseas?

Yes! We have just opened deliveries to Singapore, New Zealand, United Kingdom, United States, Netherlands and Hong Kong!

How long does it take my items to arrive?

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.

When do you ship my items?

We generally ship within the next day once payment clears.

My order came damaged, what do I do?

Please send us an email with photos of the damaged item and packaging of shipment so we can determine the extent of the damage. Normally we will provide an exchange for the damaged goods, but in the event where items are sold out, we will only be able to provide a refund. Please note return postage are not covered and we are not responsible for damaged caused by transport/deliveries from Australia Post.

Import Duties, paid by who?

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.

My item has been returned to sender, what now?

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.

Tracking shows item is DELIVERED, but I haven't received it.

Please check with your local post office, your family and neighbors to see if the parcel has been delivered to your premise without you knowing. Unfortunately if an item shows its been delivered but you haven’t received it, there is nothing we can do unless the item had a different delivery address to what the customer had supplied us on it (We take photos of each parcel being sent out to ensure the correct address is on the parcel).