Terms & Conditions
Order Cancellation Policy
Orders that are canceled within 12 hours of placing the order will not incur a restocking fee. However, orders over $100 will incur a 4% fee even if the order is canceled within 12 hours. Orders that are unshipped and canceled after 12 hours of placing the order are charged a 10% restocking fee. *Pre-order items cannot be canceled once the pre-order deadline has passed.
Returns Policy - Japanese language material
You may return new, unopened items sold and fulfilled by OMG Japan within 30 days of delivery for a full refund of the products. All returned or exchanged items must be in new condition, in their original box, and must include all packing material, blank warranty cards, manuals, and all accessories. We'll also pay the return shipping costs if the return is a result of our error. If there is no error on our part, the return shipping costs must be paid for by the customer.
Return Policy - Magazines, Novels, and Manga
We do not accept any returns for books, magazines, or any other printed matter. We will ship books and mangas exactly the way we received them from the publisher. Rarely, this includes small imperfections. We do not guarantee magazines, novels, or manga to be in mint condition.
We cannot accept the return for any CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened (taken out of its plastic wrap).
Shipping and handling charges for returning items shipped by a seller are borne by the buyer. All items must be returned to us with a trackable shipping service. All product packaging (boxes, manuals, warranty cards, etc.) and certificates of authenticity, grading, and appraisal must be returned with the item. Returns without the original packaging and documentation will be rejected. Before shipping a return, photograph the item for your records. Any item that is damaged through customer misuse is missing parts, or is in unsellable condition due to customer tampering may result in the rejection of the return or repair request.
Return Policy - Sachie Muramatsu
Sachie items are non-returnable. These are handmade to order.
Return Policy - Other Items
You may return any unopened item in its original condition as long as you email us within 30 days from receiving the package.
The return postage is not refunded. 10% restocking fee will be deducted.
Partial Refunds may be issued for the following items:
*Any item that is not in its original condition, is damaged or is missing parts for reasons not due to our error: 50% of item's price.
Non-refundable items: Food
For Clothing
You may return unworn and unwashed apparel.
Items with tags removed, items that are worn, and single items sold as a part of a set cannot be returned
Defective Items
In case there is a manufacturer's defect, contact us immediately, within 14 days. We will send a replacement upon receiving the product back if the product is still available. If the item is no longer obtainable, we will process a full refund. The return postage will be credited to your customer account in shopper points upon receiving the item back.
Return Procedures
Before sending your return contact us at help@omgjapan.com to receive an RMA number.
Refunds and replacements are not accepted if a product is returned to us without prior notice.
You must send out the product within two weeks of emailing us about the return.
Please provide us with a photo of the damage and also the box we used to send.
Also, remember to register your package as we will not be able to process a refund if it is lost on the way to our office.
Package Refusal
Japan Post: If you refuse delivery of a package that was shipped by Japan Post, it will be returned to us. Once we receive the package back, we'll deduct the original shipping cost and refund you the eligible remaining amount. Food is non-refundable.
DHL Express and FedEx: Packages shipped by DHL Express and FedEx shouldn't be refused. These carrieers will assess return shipping costs to us and any customs costs that were assessed on the package. Once we receive the package back, we must deduct the original shipping cost, return shipping costs, and any other related fees. All of these costs often exceed the total cost of the package, resulting in no refund. If the customs fees come as a surprise and you do not want to pay the customs fees, we can request to have the package destroyed, but no refund is able to be given in this case. By refusing delivery on a DHL Express or FedEx package, you accept these terms and conditions.
Free Shiping: Orders of the value $225 or above are eligible for a free shipping with Japan Post, DHL, FedEx or Sagawa. However, if you refuse the delivery and we receive the package back, we'll still deduct the shipping cost and refund you the eligible remaining amount.
Electronic Product Warranties
Most products are covered by a one-year warranty from their respective manufacturers in Japan. OMG Japan acts only as a conduit to the manufacturer and handles the communication and forwarding of the defective product; in any of, but not limited to, the following events, manufacturers will not repair electronics free of charge: physical damage, dropping, spillage, electric shock, etc. The manufacturer will act at his own discretion in these matters and White Rabbit is not responsible for their decisions. The manufacturer is the final arbiter of all disputes and will charge for all repairs if they deem that any event that voided the warranty had occurred. That said, many of the electronics manufacturers that we deal with are among the world's largest companies and highly dedicated to providing great service.
Shipping and handling charges for returning items shipped by a seller are borne by the buyer. All items must be returned to us with a trackable shipping service. All product packaging (boxes, manuals, warranty cards, etc.) and certificates of authenticity, grading, and appraisal must be returned with the item. Returns without the original packaging and documentation will be rejected. Before shipping a return, photograph the item for your records. Any item that is damaged through customer misuse is missing parts, or is in unsellable condition due to customer tampering may result in the rejection of the return or repair request.
About Us
In accordance with the Act on Specified Commercial Transactions: Company: White Rabbit Ventures
President: Thomas Maxwell Hodges
1-15-11 Shin-Yamashita Kokusai Aeromarine Shin-Yamashita Warehouse 2F Naka-ku, Yokohama City, Kanagawa Pref. 231-0801
〒231-0801 神奈川県横浜市中区新山下1-15-11 コクサイエアロマリン新山下倉庫2階
