Customer Service / Terms & Conditions
MOTIVEJAPAN is devoted to always provide the best customer service.
We always communicate with our customers via email. Since we have customers all over the world in different time zones, we cannot communicate effectively via phone. It is the customer’s responsibility to make sure that our email address (firstname.lastname@example.org) is whitelisted in their email client. If there are production delays on an order and we receive no reply from the customer, we will assume that the delays are accepted (cancellation fees apply after 48 hours of non-response). If a product requires specific information and we receive no reply from the customer, the production lead-time is subject to delay until we receive the necessary information.
Shipping & Delivery
Orders are usually shipped within 5 days of being received. In cases where an item is out of stock, on back order or on special order, your item will ship within 1 to 2 weeks. If your order is due to ship in more than 10 business days (and this is not mentioned on the product page), we will contact you by email to confirm the wait time. If we don't receive a reply from you within 48 hours, the order will be processed and shipped as soon as we receive it (cancellations after 48 hours are subject to our restocking fees). All shipments are sent via Canada Post, USPS, UPS, DHL, FEDEX or Japan Post. Please note that MotiveJAPAN is not responsible for taxes or import fees charged by your country. Most items ship either from Japan or the USA and are exempt from import fees to most destinations. Shipping fees reflect the appropriate shipping, handling and insurance charges. We also offer a cheaper shipping option (surface) with a 1 to 2 month shipping time. If this wait time is not a problem for you, please contact us and we will send you a surface shipping quote.
Privacy & Security
At MOTIVEJAPAN, your privacy is paramount. We do not share any personally identifiable information about you with anyone. We will never sell or rent your name, email address, telephone or fax numbers, address, or credit card numbers. If you agree on subscribing at our newsletter, we will send you, periodically, emails containing updates and promotions about our items. You can unsubscribe at any time by only clicking the unsubscribe link at the bottom of the emails sent.
Returns & Replacements
We have one of the most comprehensive return policy in the industry. Check out our Easy Returns page for more details!
Shipping Errors & Non-Arrivals
Once your package has left the MotiveJAPAN Warehouse, it is the responsibility of the shipping company (Canada Post, USPS, UPS, DHL, FEDEX or Japan Post). Please note that 99% of packages are shipped using Japan Post. Once the parcel is in the destination country, it will be handled by the local carrier (i.e., United States Postal Service (USPS) for the USA). Most of the time, you can input your tracking number in your local post office system for even more precise information (tracking information is only available if you selected it at checkout). We always provide a shipping notification once parcels have left our warehouse; please check this notification for the estimated delivery date. If this date has passed, it is likely that the package is already at your post office (but please note there is occasionally a 2-3 day delay beyond the shipping date).Local post offices sometimes fail to provide a notification about a parcel that has arrived. It is your responsibility to verify whether it has arrived. All parcels that are returned to sender (i.e., returned to MotiveJAPAN) will be re-shipped at the customer’s expense.
Please check the condition of your items after delivery for any damages from shipping. If any damage is found please file a claim with the shipping carrier. Any claims after 7 days of delivery is not guaranteed to be fulfilled. After proof of claim is received, we will either send a full refund or a replacement for the product you ordered.
When ordering, you will need to provide us billing and shipping information. Once order is placed, the payment is sent to our processing system and funds are taken from your PayPal account or credit/debit card.
Payment, Pricing & Promotions
We only accept Credit Card payments when using our website. All payments are processed using a secure payment gateway. If you want to pay by check or cash, please contact us for instructions. Pricing on MOTIVEJAPAN can change at any time. The fluctuation of Japanese Yen changes so fast that it may happen that some prices are not updated. We will honour the price on our website unless the exchange rate goes down too fast and we cannot update our pricings. If that happens, we will send you a refund and let you know the updated price.
To view your orders, you only need to login into your account. You can contact us if you need any assistance.
Updating Account Information
You are responsible for the shipping address you provide us. Updating your account information is very important. To do so, you only need to login into your account and change your personal information.