Frequently Asked Questions

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

General

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.

Orders

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. 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.

Preorders

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. However, if you choose local pickup with cash, we will need you to send through a 50% deposit to secure your order.

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 deposits will not be 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 placed a local pickup preorder but haven't paid for the deposit, what happens?

We’ll contact you for a 50% 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.

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.)

Payment

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. 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. Alternatively, we now offer zipPay! Buy now, pay later, no interest always.

Shipping

Can I do pickups?

Yes, pickup is available for all Melbourne customers.
Pickup locations as follow:

Melbourne CBD
Monday – Friday
12:45pm or 6pm
179 Little Bourke St infront of ChaTime

Hawthorn East
Monday – Friday
1pm or 5pm
Tooronga Plaza infront of Nandos entrance

Balwyn North
Monday – Friday
After 6pm
Infront of Greythorn Post Office

When do I need to pickup my order?

We require all orders to be picked up within 7 days of notice.

Do you ship overseas?

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.

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.

Do I get freeshipping if I don't live in Australia?

Unfortunately freeshipping only applies Australian states at the moment. We’ll let you know when this changes.

Is free shipping on all products?

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.

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.

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