Frequently Asked Questions

One flat rate per destination, regardless of weight or order size. The fee is shown at checkout before you pay.

Full details in our Shipping Policy.

Orders to the United States and Spain ship with UPS Express with all import duties and taxes prepaid. The rate covers express delivery and full customs clearance on your behalf, so your parcel arrives with nothing left to pay. Orders to other countries ship with Japan Post EMS at USD 9.90, and any import charges are paid by the recipient on delivery.

In-stock orders are packed and dispatched within 3–5 business days, then delivered within 5–8 business days to most destinations — fully tracked. For EMS orders, customs processing in your country can add extra time and is outside our control. UPS orders to the United States and Spain are cleared through customs for you.

Every order ships directly from our office in Osaka, Japan. No overseas warehouses, no third-party fulfillment.

Your tracking number is emailed automatically at dispatch. You can also check your delivery status anytime on our Track Your Order page, linked in the footer of every page.

Most delays happen during customs clearance in the destination country and resolve on their own within a few days. If your tracking hasn't updated for a while, email us with your order number — as the sender, we can file an official inquiry with the carrier on your behalf, something only the shipper can do.

Most countries: possibly, depending on your country. These orders ship DDU (Delivered Duties Unpaid), which means import VAT, customs duties, and any carrier handling fees are not included in your order total. If they apply, they are charged by your local customs office or carrier on delivery.

Our cart page has an import tax estimator for major destinations so you can see the likely amount before you pay. Figures are indicative only — the final amount is set by your customs authority.

United States and Spain: no — not on delivery. Import duties, import VAT and customs clearance fees are calculated and collected at checkout, and we pay them to customs on your behalf. The total you see at checkout is the full and final amount. There is nothing to pay when your parcel arrives.

Please do not pay. Email us at info@highplacejp.com with your order number and a photo or screenshot of the request. Duties and taxes for orders to the United States and Spain are already paid at checkout, and we will resolve it directly with the carrier.

A refused or uncollected parcel is treated as a failed delivery, not a return. Outside the EU and UK it is not eligible for a refund. In the EU and UK any refund is calculated after deducting all shipping and re-import costs, which often exceed the item price; for UPS orders this also includes the express return transport billed to us and the duties and taxes already paid to customs. Please accept delivery — if you change your mind, follow the normal return process in our Return & Refund Policy instead.

Many items are available before their official release in Japan. Payment is taken at checkout, and your item ships once it arrives at our Osaka office after the official release. Release dates are set by the manufacturer and may shift without notice — we'll email you if that happens. Pre-orders cannot be cancelled before shipment; see our Return & Refund Policy for what applies after delivery.

EU customers have a 14-day right of withdrawal from delivery, for any reason. Customers elsewhere can request a return within 15 days for unopened, factory-sealed items. Return shipping is the customer's responsibility. Always contact us first at info@highplacejp.com — items sent back without approval can't be accepted. Full conditions in our Return & Refund Policy.

If the product itself arrives broken, defective, incorrect, or with missing parts, email us with photos as soon as possible — we cover the solution in full: replacement, refund, or prepaid return. Note that minor outer-box wear from international transit is normal for collectibles and isn't considered a defect.

Yes — every item is a genuine, Japan-market product, personally sourced and inspected before listing. We never sell bootlegs or reproductions, and everything is brand-new and factory-sealed unless the listing states otherwise.