NEW CUSTOMER GUIDE

Ordering from Japan

Whether you're a new anime fan looking to start your figure and merchandise collection or a new customer placing your first order with Jump Ichiban, this guide will let you know the basics about ordering from us. We offer a massive range of Japanese exclusive products as well as all the latest pre-orders. The ordering process is slightly different depending on whether you're ordering in-stock or pre-order products.

In-stock orders

Buying in-stock products is simple - just add the products you want to your basket, add any combination of items, and you can check shipping costs by viewing your cart. Then checkout and pay. We'll process your order in our Japanese warehouse and dispatch it within 1–7 days of the order being placed. (may be longer in rare cases)

Pre-orders

We require full payment for a pre-order, once you've placed your order you don't need to do anything else apart from wait for it to be delivered!

If you buy a pre-order product and a product in stock in the same order, the order will only be shipped after the order has been released and all the products together.

If you want to have your product in stock quickly and buy a pre-order, we advise you to place several orders separately.

If a customer made multiple pre-order close together (i.e. within a few days of each other) and wishes to consolidate these orders, please contact us as soon as possible and we can advise.

* Pre-orders are usually processed within 2-7 working days (Monday-Friday) of stock being delivered.

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 1–7 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 your carrier’s customer support (FedEx or DHL) 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.

Business calendar

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.

Secure payments

Complete your purchase through our secure checkout. Choose your preferred payment method from the options available when you pay.

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.

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 info@jompichiban.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.

Personal use of products

All products sold on our website are strictly intended for personal use only. Any order suspected of being placed for the purpose of resale, unauthorized distribution, or commercial activity will be immediately cancelled.

In the event of repeated violations, the customer will be permanently banned from our website as well as from our partner and distributor networks in Japan.

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!