The following are the procedures and precautions regarding cancellations for shopping orders.

Cancelable status:

Orders can only be cancelled when the order information is in the “Order Received” status and the “Cancel Order” button is displayed on the customer's “My Page”.

Notes:

1. Please note that if you have placed an order for multiple items as a single order, you will not be able to cancel only the specific item(s).
2. Please note that cancellations cannot be accepted if the status of the customer's order information is [Purchased] or later.
3. Cancellation request procedure:
   Go to “My Page” and select “Shopping Information” -> “Order History”.
4. Confirm that the status of the order is “Order Accepted” in the “Order History” list, and click the “Cancel Order” button in the lower right corner.
5. If you do not see the “Cancel Order” button, JANTO has already started the purchase process and cannot accept the cancellation.
6. If you click the “Cancel Order” button, a pop-up will appear. From there, please select the required field [Reason for Cancellation] from the pull-down menu, agree to the other notes, and click [Yes].

This procedure completes your cancellation request. You will receive a separate email notification when your cancellation is successfully completed.
For other details and cancellation policy, please refer to the following page.

→[Click here for more information].

If you have any questions or concerns, please do not hesitate to contact us.
Please contact our customer support with a description

JANTO will proceed with the confirmation process for products that have not yet been shipped from the store after purchase or have not yet arrived at JANTO's warehouse due to shipping accidents. As a general rule, if the product has not arrived 30 days after the completion of the purchase procedure, a refund will be available (except for pre-order items). If the product is not expected to be delivered, a refund will be issued.

If the item is determined by JANTO to be eligible for warranty coverage, a refund will be issued.

Please contact our customer support within 14 days of receipt of the damaged product, including 3 photos of the packaging and outer box, 3 clear photos of the damaged product, order number, and package number.

For more information on warranty coverage, please click here.

For information on what is not covered by our warranty, please click here.

For information about refunds, please click here.

If you have any questions or concerns, please feel free to contact us.

We would like to inform you that the following items cannot be handled by JANTO.

Prohibited items that cannot be sent overseas

• → Click here for information on prohibited items for all countries.
• → Click here for information on prohibited items for each country.

1. Service Products (Repair Service, etc.)
2. Car and motorcycle bodies
3. Luggage containing lithium batteries
4. Alcoholic beverages
5. Medical supplies

In addition, we may not be able to purchase products other than those listed above on your behalf.

If you would like to confirm whether JANTO can handle the product you are looking for, please contact our customer support with the URL of the product page.

Please be aware that some products may not be available for purchase from overseas.

We may have restrictions on the purchase and delivery of products in certain countries and regions. As a result, certain products and some stores may have restrictions on purchases from overseas.

If there are restrictions on the product you are looking for or if you have difficulty purchasing from overseas, please feel free to contact us as we may be able to suggest other alternative products or provide support.

To use a coupon, you must first have an unused coupon or coupon code.

Unused coupons can be found on the Coupon Information > Unused Coupons page.

To use a coupon, you must first add the item you wish to purchase to your cart.
Enter the coupon code in the “Coupon Code” field of the cart screen or go to “My Coupons” and select an unused coupon to apply it.

JANTO uses its own JANTO account to process proxy purchases on the shopping site. Therefore, coupons given to you personally by the shopping site cannot be used by JANTO.

Please understand that coupons provided to you personally will not be applied to your JANTO account.

However, JANTO may offer its own special offers and promotions, so please check the JANTO website and notices for available services and discounts.

JANTO may be able to respond to each store's sales and promotions in the system, but may not be able to respond to some store-specific services and promotions.

Also, please note that sales and time sales may not be applied to your order depending on the timing of your order request.

In particular, JANTO may not be able to offer unique services offered by stores, such as point services or trade-in discounts.

JANTO periodically offers its own shipping discount promotions, etc. We ask that you use these promotions.
We are always striving to improve our services in order to provide better service to our customers. Please feel free to let us know of any requests or questions you may have. Thank you very much.

We cannot appraise or guarantee the authenticity of brand-name products, as we do not inspect them.

Therefore, even if you purchase a fake brand item, we are unable to negotiate a return or exchange with the store.

In addition, if a purchased product is found to be a fake brand item, it will not be eligible for a refund, so we ask that you make your purchase upon your own understanding and confirmation.

We appreciate your understanding and cooperation.

If you are unable to complete your order when requesting an order, there may be a problem with the payment method registered with JANTO. Please check the available amount and settings of your registered payment method.

If you are using a payment service, there may be a problem with the payment on that service. If the problem persists, please contact us with your payment method information and we will be happy to assist you.

If JANTO determines that your order arrived as different items, you will be eligible for a refund.

If your order arrives as a different item, please log in and use the Contact Us form on My Page, stating the package number and item number.

The contact form can be accessed by clicking here.

Please be aware that other users may purchase the same product between the time we receive your purchase support request and the time JANTO actually completes the purchase process.

Please understand this in advance.

If JANTO finds any missing products during the purchase process, the following actions will be taken.
If you have selected [Continue to purchase only available products]:
If you have selected “Continue to purchase only available products”: We will purchase only the products that are not missing (including productss on back-order and pre-order products). We will reimburse you for the cost of the missing products.
If you have selected “Cancel All Ordered Products”, we will cancel the purchase of all ordered products:
All productss will not be processed. The full amount will be returned.
If some productss are sold out after you have completed your purchase, you will only receive a refund for the missing products, as in the case of [Continue to purchase only available products].

In some cases, items are prohibited or cannot be added to the cart for other reasons. Please see the Notes page for more information.

Also, depending on the shopping site, products may not be added to the cart for the following reasons

• When the payment method is cash on delivery only
• When there are restrictions on purchases
• In the case of limited edition products or brand-name products that cannot be purchased overseas.
  
  If any of the above reasons do not apply to you and the product you wish to purchase cannot be added to your shopping cart, please let us know using this inquiry form with the URL of the link to the product page.

For example, Premium Bandai products are not for sale in the following countries due to copyright issues.
China, Taiwan, Hong Kong, Macau, and Singapore.

In addition, some Premium Bandai products are sold only in Japan. JANTO does not provide purchase support for such products.

Please understand that Premium Bandai products have sales restrictions in certain regions. When purchasing products, please only apply for products that are available for purchase.

While JANTO strives to meet the needs of our customers, please understand that there are restrictions on certain products, and please feel free to contact us if you have any questions. Thank you for your understanding.

Please contact JANTO using the inquiry form, indicating the URL of the product in question and the nature of your question.

The inquiry form can be accessed from this link.
Please be assured that JANTO staff will ask questions to the shopping site on your behalf.
Please be as specific as possible in your inquiry so that we can respond smoothly. By providing us with the URL of the product and the nature of your question, we will be able to provide you with a more accurate response.

If you have any questions or requests, please feel free to contact us. Thank you very much for your cooperation.

JANTO will generally process the purchase on the shopping site where the customer requested the order within two business days of the order request.

When JANTO supports the purchase of your order, it is basically at the sale price if it is within the sale period.

If a product is a prohibited item, JANTO will not be able to ship it outside Japan and will need to dispose of it.

When requesting assistance with a purchase, please be careful to confirm that the product is not a prohibited item. To check if a product is a prohibited item, please visit our prohibited items page.

Click here for information on prohibited items for all countries.

Click here for information on prohibited items in each country.

Please note that we do not guarantee the availability of prohibited items.

All products listed on Mercari are sold in a flea market format, which means that only one product can be purchased per listing.

In other words, you cannot purchase multiple quantities of one product. If you wish to purchase an product, you must order each product individually.

This rule is due to Mercari's sales format. If you have any questions, please feel free to contact us. Thank you in advance.

If during the inspection process it is discovered that the wrong product has arrived, we will cancel your order and issue a refund.

If you have any questions, please feel free to contact us. Thank you in advance.

If the product meets the requirements of each store, there is a possibility that it will be included, but it may not be included depending on the standards and judgment of each store.

Please note that we do not accept cancellations or exchanges of products due to such cases.

If the product arrives at JANTO as a different product, it is eligible for a refund. If the product is different from what you ordered, please follow these steps

1. Log in to My Page.
2. Go to the “Contact Us” page and click on “Contact Form".
3. Fill in the inquiry form with the required information (package number, item number, etc.) and provide us with the details.

Please use the inquiry form to contact JANTO staff for confirmation.

• →Click here for the inquiry form.
  You can also check if an item is a prohibited item or not by visiting the Prohibited Items page.
• →Click here for more information on universal prohibited items.

You can check the detailed information on the Prohibited items page. If you are not sure whether a product you wish to purchase is a prohibited item or not, please refer to this page. If you have any questions or concerns, please feel free to contact us. Thank you very much for your cooperation.

JANTO's warehouse will store your parcels at room temperature upon arrival.
Therefore, please note that we cannot provide purchase support for refrigerated or frozen products.

We are very sorry, but we do not write reviews.

Once an order has been placed, no changes can be made regarding the products ordered. We recommend that you proceed with your request carefully, including the selection and quantity of products.

Since ordering products is an important step for JANTO to provide smooth support, we would like to ask you to pay attention to the following points:

1. Check the product details carefully: Please check the product details, color, size, specifications, etc. carefully before ordering. Please be careful not to order the wrong product.
2. Confirm the payment method: Select the correct payment method and enter the correct information required for payment.

If you have any questions or concerns about your order, please do not hesitate to contact us. Thank you.

You can purchase pre-order products at the same time as regular producrs.

If you purchase both regular and pre-order products at the same time, delivery of the regular products may be delayed because the pre-order products will be delivered as soon as they arrive.

If you are in a hurry, we would appreciate it if you could place separate orders for the regular products so that they can be delivered earlier.