NEW CUSTOMER GUIDE

  MULTIPLE PRE-ORDERS DUE FOR RELEASE IN THE SAME MONTH

All pre-order products due for release in the same month will be held and shipped together.

ORDER STATUSES

The status of an order will be updated as the order is processed. These statuses can be seen on your order page if you have registered an account.

Fulfillment Status : Unfulfilled - Your order has been placed and will be processed by us shortly. We'll process your order in our Japanese warehouse and dispatch it within 2-7 working days. All orders will default to this order status when placed.

Fulfillment Status : Fulfilled - This indicates that your order has been prepared by our logistics department and is ready to go, waiting for the carrier.
Please click on the "TRACK ORDER" button to follow the shipping status of your package.

Track order Status : In transit - Your order has been shipped, and it is in the hands of the carrier.

Track order Status : Out for delivery - Delivery is close and must be in your geographic area. Please follow the arrival of your package carefully so as not to miss it. If you have any question about your package at this moment, please contact the FedEx customer support on the website page of your country.

Please enjoy your exclusive product from Japan, and thank you for not forgetting to leave us a review on our site.

Our offices and warehouse is closed on weekends and national holidays in Japan. We do not process orders and our customer service is not available when the store is closed, we still accept orders and will process them as soon as possible.

Please refer to our Business calendar below.

 PAYMENT METHODS

We accept payment by credit/debit card, PayPal, Amex, Apple Pay, Amazon Pay and Google Pay.

The price can be displayed in Your Currency, You can change it from the currency converter button found on top or bottom menu in the Desktop PCs, or push the 3 lines icon 三 menu icon at check at the bottom left on mobile devices.

 INTERNATIONAL SHIPMENT AND DELIVERY

We ship internationally from Japan to many countries and territories around the world. If you do not see your country in the selection, please contact our Support Center in the bubble at the bottom left of the screen.

All international orders where Express Shipping is selected will be dispatched by FedEx.

The products are delivered to the address indicated in the order form by the Buyer, who undertakes to take delivery of the products ordered. If the package is refused for any reasons, if the package is not picked up at the drop-off point announced by the carrier, or the buyer did not make the effort to track their package or contact the carrier to collect their package. The return shipping costs + 20% fee of the price of the order due to the cancellation of the order will be deducted. (Please also see our Return Policy) On delivery, the Buyer is obliged to check the condition of the packaging and the goods, and indicate any damages to the company within 7 business days following the delivery, by email.

A notification email is sent to the Buyer when his order is shipped. The Buyer may follow the evolution of his order through his personal account on the Jump Ichiban Website.

Processing times before shipment of new orders are generally between 2 and 7 business days. In the event of high activity, these deadlines may be exceeded and cannot be used to justify a cancellation or a refund.

Average time of shipment from JUMP ICHIBAN to Europe / the Americas are as followed:

- FEDEX/DHL : 2 to 4 business days (From the day of shipment)

Please bear that those are average values, and provided as informational. Shipment may take more time, depending on mail traffic conditions.

Any shipment taking more time than indicated as above, does not give right to any kind of compensation, suspension, or cancellation of the order by the Buyer.

More information on shipping method, please contact our Support Center.

If you have not selected the “FedEx VAT INCLUDED” service, all orders are shipped directly from Japan, any import fee or taxes for importing goods requested by your country will be the buyer's responsibility. These additional fees are not included in the final price.

As the rules and value thresholds differs by country, we invite you to please refer to your country's government website.

Any order returned or not accepted because of import duties left unpaid will be subject to a 20% re-stocking/cancellation fee if a refund is requested. Please also see our Return Policy.

REFUND POLICY :

For any cancellation of order or pre-order by the customer, a penalty of 20% on the price of the order will be applied and a refund of the order will be possible only up to 80% of the price of the order (due to multiple bank charges and site usage fees. Thank you for your understanding.) It is possible to request a full refund of the order in the form of a credit to use on the site.

In the case of the postponement of an article to a later date by the supplier
Postponements of items by the supplier are beyond our control, so the same refund rules above apply.

The value of the order or product will be refunded to you in full in the event of a stock error on our part or our supplier.
If you are requesting a refund for an item that you have not received and which has been returned to us, the shipment having already been made, the shipping costs can in no case be refunded to you.
Depending on the situation, the items ordered, and the Buyer's order history, it is possible that a solution will be found on a case-by-case basis.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at ichibanjump@gmail.com.

DAMAGES AND ISSUES
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

EXCEPTIONS / NON-RETURNABLE ITEMS
Certain types of items cannot be returned, like perishable goods (such as food), custom products (such as special orders or personalized items), certain packs or boxes of playing cards (Pokemon, One Piece etc.) to avoid fraudulent exchanges, and personal care goods. We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

PROBLEMS OF QUALITY OR NON-CONFORMITY

Shipping costs are to be paid by the Buyer.

The Buyer remains responsible for all risks and damage resulting in the return of his shipment.

In the case of non-compliance to the above procedure, the Buyer may not file any claim for non-conformity or defect of the delivered products.

 SUPPORT AND HELP

Our Support Center contains articles answering many common questions customers have, such as pre-orders, returns and changing addresses. All these articles can be found in the bubble at the bottom left of the screen.

If you can't find the answer to your question in our Support Center, please contact our Customer Support team. Our Customer Support team is available between 9am-5pm Monday-Friday, Japan time.

THANK YOU FOR YOUR SUPPORT!