FAQ

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.

Orders

What if I change my mind with my purchase?

You can cancel your order within 12 hours after purchase. Please note once items have been marked dispatch, your order cannot be cancelled.

Some of the Pre-Order cannot be cancelled and get full refund. 10% restocking fee applies.

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.

Can I preorder items through JToys?

Yes, we accept preorders. You can also send a message to us for specific items and we’ll try our best to get hold of it for you.

How do I track my order?

Orders can be tracked via the Australia Post website

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 payments via Paypal , credit card and cash on pick up.

Shipping

Can I do pickups?

Pickups may be available upon prior arrangement.

Do you ship overseas?

We do ship to some specific countries. And we are aiming to reach more countries. Stay tuned

How long does it take my items to arrive?

It generally takes 3-5 business days through Australia Post. It takes a day or two for local Melbourne deliveries.

When do you ship my items?

We generally ship within the next day once payment clears.

Is free shipping on all products?

Due to the postage cost, we don’t provide free shipping unfortunately., but we may do free shipping promotion time to time

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.