Frequently Asked Questions

1. Why is the product weight on Janbox different from the weight shown on Amazon?

The weight displayed on Amazon is usually an estimated product weight. Once the item is packaged and prepared for shipping, the actual weight may change depending on Amazon’s packaging materials and methods. As a result, the final weight shown on Janbox can differ from the original information listed on Amazon.

2. Why does my Mercari order show “Sold” after I placed the request?

Products on Mercari are often available in very limited quantities and can sell out quickly. During the time between your order request on Janbox and the actual purchasing process, another buyer may complete the purchase first. In that case, the item status will appear as “Sold.”

3. Why doesn’t my package have a tracking number?

If your package does not have a tracking number, there is usually no need to worry. Janbox carefully monitors all orders to help ensure your package arrives safely.

A tracking number may not be available for several reasons:

• Sellers on Amazon, Rakuten, or Mercari may use low-cost shipping methods that do not include tracking.

• Small packages are sometimes shipped without tracking updates from the carrier.

• In some cases, the seller may delay shipment updates or not provide tracking information to the carrier promptly.

Because of these situations, delivery may occasionally take 5–10 days longer than expected. However, your package is still being handled and is unlikely to be lost.

4. Why do I need to pay two separate shipping fees?

Since your item is purchased from Japan, there are two stages of shipping involved:

• Domestic shipping: from the seller’s address to the Janbox warehouse in Japan

• International shipping: from the Janbox warehouse to your delivery address

The domestic shipping fee is usually included in your first payment when your order is placed or your auction bid is won. However, in some cases, the seller may use a cash-on-delivery (COD) shipping method, so the domestic shipping fee will be added to the second payment instead.

5. Why didn’t I receive the OTP verification code by email?

If you have not received your verification code, please first check your Spam or Junk folder, as the email may have been filtered there.

If you still cannot find the OTP email, please contact the Janbox Customer Support team for assistance at [email protected]

6. Why didn’t all items in my order arrive together?

After you complete the first payment, Janbox begins purchasing your items from sellers on platforms such as Amazon, Mercari, and Rakuten. Since your order may include products from different sellers, each seller may ship their items to the Janbox warehouse in Japan at different times. As a result, delivery times for each item can vary.

Once the products arrive in your country, the order status will be updated to “Products Arrived” so you can track each item individually. Janbox will normally arrange delivery after all items in the order have arrived.

If you would like to receive available items earlier, please contact the Janbox support team for further assistance and shipping instructions.

7. Why did my sniper bid request fail?

A sniper bid can only be placed successfully if the following conditions are met:

1. The sniper bid request must be submitted at least 36 minutes before the auction ends. Requests made within the last 36 minutes will not be accepted.

2. Your sniper bid amount must be higher than the current item price at the time the Janbox system processes the bid request.

8. When do I need to pay after winning an auction?

After winning an auction, you have up to 3 days to complete the payment for your order.

If the payment is not made within this period, the system will automatically deduct a fixed fee of 2.500 yen from your balance for each unpaid or canceled auction order.

9. What should I do if I see a warning about a seller or product on the auction page?

To help reduce risks during the bidding and shopping process, Janbox may display warnings for certain sellers or auction items. These warnings are intended to alert customers about sellers with low ratings or products that may involve higher risks.

For a safer shopping experience, Janbox recommends bidding only on auctions from reputable sellers who meet the following standards:

• At least 200 completed transactions

• A positive rating of 90% or higher

Before placing a bid, customers should carefully review all seller information and product details. If you still choose to bid on an item that includes a warning from Janbox, you will need to confirm your agreement before submitting the bid, and complaints related to the warning may not be accepted afterward.

10. What are the Japanese shipping and tax fees?

Shipping Fee

The Japanese shipping fee refers to the cost of delivering the product from the seller or supplier to the Janbox warehouse in Japan. There are generally three cases:

• The item includes free domestic shipping

• The shipping fee is already included in the item price

• The shipping fee is calculated separately and will only be confirmed during the payment process

Shipping costs may vary depending on the seller’s shipping method and delivery speed. Janbox will always try to select the most cost-effective option available for customers.

Tax Fee

Taxes are applied according to Japanese regulations and depend on the type and purpose of the product. In most cases, the tax rate is around 10% in Japan.

• Some products are tax-free

• Some item prices already include tax

• For certain items, the exact tax amount can only be confirmed during checkout after the delivery address is entered

Shipping fees and taxes are calculated individually for products purchased from platforms such as Amazon, Rakuten, and Mercari.

11. What is the minimum bid increment?

The minimum increment is the smallest amount by which a new bid must exceed the current bid in an online auction. This increment is determined by the Yahoo Auctions system and varies depending on the current auction price of the item.

Please note that the minimum increment shown by Janbox is for reference only. The actual increment may differ depending on the product and the seller’s auction settings.

Example

If the current auction price is 5,000 yen and the minimum increment is 250 yen:

• A bid of 5,100 yen will not be accepted

• You must bid at least 5,250 yen to place a valid bid successfully

For sniper bids on Janbox, if your bid amount is lower than the current auction price during the final 5 minutes of the auction, the sniper bid will fail automatically.

12. What happens if the seller sends the wrong item and it is detected at the Janbox warehouse?

If you use Janbox’s inspection service and the warehouse team discovers that the seller has sent the wrong item, your order will be placed into a claim process and temporarily put on hold for up to 7 days.

In this situation, Janbox will contact the seller to request one of the following solutions:

• Exchange the item with the correct product you ordered

• Return the item and issue a refund

Based on the seller’s response and resolution, Janbox will either arrange shipment of the correct product or process a refund for your order.

13. Can I add optional services after paying the international shipping fee?

Once you have completed the second payment for international shipping, it means your package has already been processed and prepared for shipment by the Janbox warehouse team. Because of this, optional services can no longer be added afterward.

If you would like to use any optional services, please make sure to request them after selecting your delivery address and before paying the international shipping fee.

14. Is it safe to buy from Yahoo Auctions through Janbox?

Yes. Yahoo Auctions is one of Japan’s largest online auction platforms operated by Yahoo Japan Corporation. The platform connects buyers and sellers, while Janbox helps international customers purchase and ship items from Japan more safely and conveniently.

Many customers may feel concerned about product authenticity, payment security, or shipping reliability when buying from overseas. Here are several reasons why shopping on Yahoo Auctions through Janbox is considered safe:

a. Japanese sellers value trust and transparency

Japanese sellers are generally known for maintaining high standards of honesty and customer service. Product listings on Yahoo Auctions usually include detailed descriptions, clear photos, and accurate information about the item’s condition. Any scratches, missing parts, or defects are often clearly stated in advance. Buyers can also contact sellers for additional information before placing a bid or making a purchase.

b. Yahoo Auctions uses multiple security systems

Yahoo Auctions applies several security measures to help protect transactions between buyers and sellers, including:

• Protection of personal information between buyers and sellers

• Secure bidding systems and confidential auction pricing

• 24/7 customer support monitoring

• Fraud detection and risk control systems operated continuously throughout the year

These measures help reduce risks such as fake bidding, price manipulation, or fraudulent transactions.

c. Janbox provides additional purchasing and payment support

Janbox adds another layer of support and protection throughout the purchasing process:

• Before purchase: Customers can view estimated prices, fees, and seller ratings directly on Janbox before placing an order.

• During purchase: Janbox customer support assists with questions, risky sellers, or unusual transactions.

• After purchase: If issues such as incorrect items, missing products, or shortages are detected at the Janbox warehouse, Janbox can contact the seller and help resolve the issue before completing the transaction.

With support from both Yahoo Auctions and Janbox, customers can shop for Japanese products with greater confidence, convenience, and security.

15. What should I do if my item arrives damaged?

If you receive a damaged item, please contact Janbox within 7 days of delivery. Once Janbox confirms that the case qualifies for compensation under our policy, a refund will be processed accordingly.

To submit a claim, please provide the following information:

• 2–3 photos of the outer packaging

• 2–3 photos clearly showing the damaged item

• Your order number

You can also review the Janbox Return Policy and Claim Process for more details.

16. Can multiple items from the same seller be shipped together to the Janbox warehouse?

Yes. If you win multiple items from the same seller, Janbox may request the seller to combine all items into one package before shipping them to the Janbox warehouse.

However, whether the items can be consolidated depends on the seller’s shipping policy and support. If the seller does not offer combined shipping, Janbox will need to process and receive each package separately.

17. How can I request optional services for my order?

To use optional services on Janbox, simply log in to your account, search for your desired items, and proceed with the ordering process. After selecting your delivery address, you can choose the optional services you would like to add to your order.

Available optional services on Janbox include:

• Package consolidation

• Item inspection

• Protective packaging

• Additional photos

• Shipping insurance

Please note that optional services can only be added before completing the second payment for international shipping.

18. What payment methods are available on Janbox?

Janbox currently supports the following payment methods:

• My Points Wallet

• Airwallet: You can add a Visa, a Mastercard, or connect with Google Pay, Apple Pay here

• PayPal

19. How long does it take for Janbox to receive the item from the seller after I win an auction?

After you win an auction on Yahoo Auctions, the order process usually follows these steps:

Win auction → Complete payment → Janbox contacts the seller → Item arrives at Janbox warehouse in Japan → International shipping to your address

Once your payment is completed, Janbox will contact the seller to confirm the payment and shipping arrangements. This process typically takes around 2–3 business days.

Since many sellers on Yahoo Auctions are individual sellers, shipping times can vary. In most cases, after payment is confirmed, it takes approximately one week for the seller to send the item to the Janbox warehouse in Japan.

Overall, the estimated delivery time is usually around 14 days from the date you win the auction until the package is delivered to your address.

You will also receive an estimated delivery time via email or through notifications on your Janbox account page. If your item has not arrived after 14 days, please contact the Janbox Customer Support team so we can help check the status of your package.

20. How can I check the status of my order?

You can track your order status by logging into your Janbox account. Go to “My Page” from the menu bar, then check your order details under “Order Management.”

Depending on the stage of your order, you may see one of the following statuses:

• On Process (for auction orders)

• Awaiting Deposit

• Awaiting Purchase

• Purchased

• Domestic Shipping

• Awaiting Payment

• Delivering

• Delivered

• Request Cancellation

• Cancellation Order

21. Do Janbox Points expire?

No. Janbox Points do not have an expiration date, so you can use your available points anytime when making purchases on Janbox.

22. Do I need to pay customs duties for my order?

Customs duties and import taxes may apply depending on the declared value, product type, package contents, and the import regulations of your destination country.

Please note that customs duties are not included in Janbox service fees and must be paid by the customer when required.

For shipments using the DDP (Delivered Duty Paid) method through international carriers, customers are required to prepay customs duties. In this case, Janbox will assist with customs clearance procedures and payment processing so the package can be delivered directly to your address.

Additional charges may include:

• Import and export taxes based on your country’s regulations

• Export customs clearance fee: 3,200 yen for packages valued over 200,000 yen shipped via Japan Post services such as EMS or International Parcel service

23. Can I withdraw my points?

No. According to Janbox policy, points in the My Point wallet cannot be withdrawn or converted into cash. They can only be used for purchases and payments within the Janbox system.

24. Can I know the international shipping fee before placing a bid?

Because your order is shipped internationally, the exact international shipping fee cannot be confirmed until the package arrives at the Janbox warehouse in Japan. Once the item is received, our warehouse staff will measure the package size and weight to calculate the shipping cost based on international carrier rates such as EMS.

For this reason, Janbox is unable to provide the final international shipping fee in advance. However, customers can estimate the shipping cost by using the EMS shipping rate table or the shipping fee estimation tool available on Janbox.

25. Can I use promotions or discounts offered by the seller?

Yes. If the seller or store offers direct product discounts or promotional pricing, you can still enjoy those discounts when purchasing through Janbox. Janbox will place the order using the discounted price available from the seller.

However, seller loyalty programs or member-exclusive rewards, such as points or discounts based on accumulated purchases, are generally not available through Janbox. This is because Janbox purchases items using its own accounts and processes orders from many different sellers and marketplaces.

In addition, Janbox regularly provides its own promotions, including shipping discounts and loyalty programs, to offer more benefits to customers.

26. Can I change the item size or color after placing an order?

Changes to an item’s size, color, or other variations can only be made before Janbox completes the purchase from the seller. This is usually possible only while the order status is still “Awaiting Purchase.”

If you need to update your order information, you may cancel the current order and place a new one with the correct details, or contact the Janbox Customer Support team for assistance.

To avoid issues, Janbox recommends carefully reviewing all product information before submitting your order.

27. Can I cancel a sniper bid after submitting it?

Yes. You can cancel a sniper bid on Janbox by following these steps:

1. Log in to your Janbox account

2. Go to the “Sniper Bid” section

3. Find the auction you want to cancel

4. Click “Cancel” on the right side of the auction listing

5. Confirm the cancellation by clicking “OK” when the confirmation message appears

* Please note that sniper bids can only be canceled at least 36 minutes before the auction ends.

28. Can I cancel my shopping order?

Yes, but cancellation depends on the order status and the seller’s approval.

• Before the item arrives at the Janbox warehouse in Japan:
  You can cancel the order if the seller agrees to the cancellation. In this case, you will not be charged fee.

• After the item arrives at the Janbox warehouse or has been delivered to your address:
  Cancellation or return is only possible if the seller accepts the return request and there is a valid reason for the return. In this situation, you will be charged the shipping fees.

29. Can I cancel an auction order?

For Yahoo Auctions, you cannot cancel your bid while you are the highest bidder in an active auction.

If you wish to cancel after winning the auction, a penalty fee of 2,500 yen will be charged for each auction link.

Please also note that repeated cancellations or actions that negatively affect Janbox’s reputation in Japan may result in permanent suspension of your auction privileges. In serious cases, such as multiple unpaid auction orders or account restrictions from Yahoo Auctions, Janbox may deduct 10,000 yen from your balance and cancel all related transactions.

30. Can I purchase frozen products through Janbox?

Currently, Janbox does not support the purchase or storage of frozen products. The Janbox warehouse operates under normal room-temperature storage conditions and is not equipped for frozen or refrigerated items.

31. What fees do I need to pay when shopping through Janbox?

When purchasing items internationally through Janbox, the total order cost may include the following fees:

• Item price

• Janbox service fee

• Plan fee (if applicable)

• International shipping fee

• Optional service fees (if selected)

• Import tax and VAT

These charges are typically divided into two payments during the order process and will be finalized before the package is imported into your country.

32. Does the Janbox service fee include international shipping?

No. The Janbox service fee and the international shipping fee are separate charges and are paid at different stages of the order process.

The Janbox service fee is calculated based on the total order value, including domestic shipping fees and applicable taxes.

Current service fees include:

a) Service fee: 0 yen

b) An additional payment fee for Yahoo Auctions and Mercari orders

Yahoo Auctions & Web Orders

• Orders under 10,000 yen: 400 yen

• Orders from 10,000 to 50,000 yen: 4% of the total order value

• Orders over 50,000 yen: 3% of the total order value

Mercari Orders

• Orders under 10,000 yen: 600 yen

• Orders over 10,000 yen: 5.5% of the total order value

* Please note that international shipping fees are charged separately from the Janbox service fee.