Shipping & Warranty
Mobile Japan is very excited to have your business and we will do our utmost to give you the best service that Japan can provide.
Please read the information below regarding our payment, shipping and warranty policy for the products on our website.
If you are unclear about anything, please contact us anytime via email or the live chat and we will get back to you normally within 24 hours (Monday - Friday) or after the first working day of each week.
Mobile Japan will not release an order for shipment until payment is confirmed. Typically, PayPal payments will clear by the next business day. Occasionally, payment processing can take up to 2 business days or more.
Please be advised that Mobile Japan has no control over the time required for payments to be processed and cleared. To ensure prompt payment processing, please directly contact PayPal regarding your online payment to us.
Please allow up to 3-4 business days for us to confirm your payment and carefully prepare your order for shipment.
TERMS OF SHIPMENT
Mobile Japan is proud to offer EMS as our preferred worldwide carrier for all our shipments.
EMS offers fast, reliable and professionally handled shipping around the world, with guaranteed and complete updated tracking details from our door to yours.
Once your order has been shipped, you will receive an email from a Mobile Japan staff member confirming shipment and an email with your shipment tracking number.
You follow your shipment at our website page here for up to date tracking status:
If there seems to be a delay or error with your item’s shipping, please contact us via the live chat or send us an email for more information.
All shipments originate from the Mobile Japan main office in Shibuya, Tokyo.
SHIPMENT DELIVERY TIMES
Please allow 3-4 business days for us to confirm and process your payment and carefully prepare your order for shipment and or 1-2 business days for all accessories unless stated otherwise.
We strive to ship all orders on the next possible business day upon processing and confirmation of your complete order.
Orders received during the weekend will be processed from the next working day as we do not offer weekend shipping at this time.
Part of our commitment to high standards is to ensure safe and secure shipment of purchases for our online customers and as such, can only ship first time orders to the billing address supplied with your payment source.
We also wish to make sure your phone purchase is fully unlocked, operational, updated and in working condition for overseas usage so in order to achieve the best service and more importantly your item arrives ready and working for your needs.
At the time of online purchase, you will receive an email from us confirming your order.
You will receive a second email from us when your order has been shipped, containing the EMS or UPS tracking number we use.
When estimating shipment delivery times for your order, please use the following chart for reference:
Shipping Time Frame
Pakistan, Bangladesh: 6-8 days. India, please contact regarding shipping as some areas cannot be accessed by EMS.
Germany, Italy and France we use UPS at 3-4 days shipping.
Note: The above guide should be treated as a reference only as shipping conditions and speed can be affected by events such as national holidays, weather conditions and other unforeseen circumstances such as political or local postal service issues.
Customs and inspections times are not included within the shipping times which could take additional time that we cannot take responsibility for as the speed of these services vary from country to country.
INTERNATIONAL SHIPPING RULES
・ All import customs duties and applicable taxes are the responsibility of the customer.
・ Shipments returned to Mobile Japan for non-payment of duties and /or taxes will not receive a refund in any circumstance, and the customer could likely be restricted from placing any future orders with Mobile Japan.
・ In most countries, EMS or associate postal services will prepay the customs duties for your shipment on your behalf. In most countries, EMS will request payment of the customs duties before delivery. In some countries, the driver delivering your package will present you with an invoice or charge you the costs of customs. Please be advised that this is a legitimate business practice and a service provided by EMS for your convenience. All import customs duties and applicable taxes are the responsibility of the customer.
・ Mobile Japan will declare full retail value of product(s) on our customs declaration form for all shipments. For warranty replacements, exchanges, and other products returned to customers, we will declare a $0.00 USD value, to prevent overcharging or re-charging of taxes and VAT.
ALTERNATIVE SHIPPING METHODS
Should customers prefer not to use EMS to ship their orders, we can accommodate with alternative shipping methods, such as UPS, upon request.
Please inquire about alternative shipping methods prior to placing your online order so that we can approve your request and confirm the alternative shipment method details, as well as any revised charges prior to order processing and shipment.
SHIPMENTS NOT RECEIVED / RECEIVED DAMAGED OR TAMPERED WITH
In the unlikely event that you do not receive your shipment, or if your shipment arrived damaged or tampered with in any way, please contact Mobile Japan Immediately with your order number, pictures of damaged/tampered product and /or packages, along with any other relevant details.
In most cases, we will file a claim with EMS for this shipment and do our best to arrange a replacement shipment after the item location and situation has been confirmed. However, at our discretion, we reserve the right to further investigate lost/damaged shipment claims for a reasonable period of time prior to sending a replacement.
14 DAY PRODUCT GUARANTEE
Mobile Japan is extremely proud of the quality, design and craftsmanship of our products and we want our customers to feel the same way. However, if for any reason a customer wants to return our product, we will provide a full refund on the purchase price of our product, excluding shipping charges.
This guarantee is dependent upon the customer contacting Mobile Japan within 14 days of receiving the product, and the product being returned by us in like-new condition. Product return liability and shipping expenses associated with our 14 day product guarantee are the sole responsibility of the customer.
CELL PHONE UNLOCK POLICY AND GUARANTEE
At Mobile Japan, we guarantee 100% that our products are unlocked officially either at the Shibuya and or Harajuku Docomo store in Tokyo, Japan. However, make sure to carefully read the details of each phone’s workable band and frequencies and please confirm with your local carrier that your necessary frequency is usable with the phone you wish to purchase.
Due to the difference in cellular frequencies from country to country and carrier to carrier, we will not accept return claims under the event that your sim card or carrier does not work with the necessary frequency of the phone. This is the customer’s responsibility to confirm prior to purchasing the item
We always encourage our clients to consult with our staff prior to purchase to confirm compatibility of your phone and your country’s carrier and services. In the event our advice is incorrect or not suitable to your local conditions, we will offer return shipping and a full refund of the item on a case by case basis. However, in these circumstances our normal warranty conditions still apply to the refund amount.
3 MONTH PRODUCT WARRANTY (Cell phones only)
As of 2015/3/2, Mobile Japan offers to our loyal customers that any Mobile Japan cell phone product should be free of any manufacturers’ defects in material and physical workmanship for a period of 3 months from the date of purchase. This applies to all carrier products (Docomo and Softbank) purchased from our store.
Mobile Japan will service at no charge any component that is determined to be defective during the 3 month warranty period.
This warranty is dependent upon the product being used under normal circumstances, being properly cared for and does not cover the following damages.
Excluded from the warranty is any damage associated with tampering, modifying or editing of the original OS and software, damage by water, drop damage, screen damage, parts broken by the user (sim trays etc.) and scratches or dents that were caused by normal wear and tear of daily use.
If in the event your phone is affected by these issues, you will likely be charged the repair cost which varies from issue to issue and in many cases the item may not be able to be repaired under our agreement with Docomo Japan. We reserve the right to make judgement if your phone will be able to be repaired or not under these conditions.
WARRANTY / RETURN / EXCHANGE POLICY & PROCESS
・ All warranty claims must be made to Mobile Japan within 3 months from date of purchase.
・ All return and exchange requests must be made to Mobile Japan within 14 days of receiving the product and the item must be in a new condition.
o If the item is not in a new condition on return, we reserve the right to drop the total value of refund depending on our Japanese second hand ranking system:
o S rank: Brand new condition with all accessories and boxing 100% refund
o A rank: Item has no marking or damages but the factory screen film has been removed with all accessories and boxing (Maximum 90% refund)
o B rank: Item does not have factory film and there is minor visible use and wear to the item. All accessories and boxing are available. (Maximum 60% refund)
o C rank: Item is showing severe signs of usage and wear and tear with all accessories and boxing (Maximum 40% refund)
o We reserve the right to make judgment based on our Japanese domestic phone quality ranking policy.
・ All warranty claims, returns, and exchanges must receive a Return Merchandise Authorization (RMA) prior to shipment of returned product to Mobile Japan. Any returned product received by Mobile Japan without an approved RMA may not be processed and return shipping expenses will be charged to the customer.
・ In order to obtain an RMA, customers must submit their request via email, online chat or by prior contact. Customers will receive an email reply from Mobile Japan with an approval or rejection of the submitted RMA request within 2-3 business days or after confirmation of the issue and all options have been attempted to resolve the issue prior to return.
WARRANTY / RETURN / EXCHANGE PROCESS
Once your RMA have been approved please be careful to follow the below conditions for return shipping to Mobile Japan.
・ For approved warranty claims, shipping expenses are the responsibility of the customer unless stated and agreed upon otherwise.
・ For all approved returns requesting a refund or exchange, all liability and expenses associated with the return of product to Mobile Japan are the sole responsibility of the customer. Mobile Japan is not responsible for return product shipments that are damaged, lost, or stolen in transit. Mobile Japan will not reimburse customers for any expenses associated with these return shipments.
・ Product Return Address: ULS Corporation, Mobile Japan, World Udagawa Building 7F, 36-6 Udagawa, Shibuya, Tokyo, 150-0042, Japan
Customer Name: Order number #
・ All returned product to Mobile Japan must be received in like-new condition to qualify for a full value refund, or full value exchange. Please include all original packaging, paperwork, parts, and tools with your product return.
・ Any returned product that is not received by Mobile Japan in like-new condition may be subject to the Mobile Japan return ranking system (as above). We reserve the right to evaluate any return or exchange claim, and any return for refund or exchange request if product is not received in like new condition.
・ Any returned items purchased together with accessories and or other items will not be able to get a refund on the additional purchased items. The warranty or return claim can only cover the specific item mentioned in the initial claim.
・ Requests for refunds and requests for exchanges on purchase of any additional items at that time are unlikely to be accepted. Mobile Japan will notify customers of the final resolution for any returned product via email within 5 business days from the date the returned product is received.
・ Any refund on returned product can only be processed via the same payment method as the original purchase ( PayPal). Refunds can take up to 5 business days to complete from date of issuance.
・ For shipments returned to Mobile Japan due to incorrect or missing address information (as provided by the customer), original shipping charges are non-refundable and charges to re-ship items will apply.
・ For shipments refused by the recipient for any reason (except where authorized by Mobile Japan), or for shipments returned to Mobile Japan for non-payment of Customs Duties and Taxes, product and shipping charges are non-refundable.