FAQ

Previously set passwords will not be used. From now on, you can access your My Page more safely and easily by verifying the authentication code sent to your email. When you enter your email address, a 6-digit authentication code will be sent to that address, so please enter that code.

Please check the following points:
- Whether the email address you entered is correct.
- Whether it has been sorted into your spam folder.
- If you have set up domain-specific reception, please allow emails from medicomtoy.co.jp.

The verification code has an expiration date. If it has expired, we apologize for the inconvenience, but please enter your email address again on the login screen to issue a new code.

Even first-time users can have an account automatically created simply by entering their email address on the login screen. No complicated pre-registration procedures or password setup are required.

For product releases and events, please check official SNS andBlog on this siteWe will inform you of the latest information.

Information on restocked products can be found on official SNS and blogs, and if you set up notifications from the "Receive Restock Notification" button on the individual product page, we will notify you by email when the product is back in stock.

Please note that this is an archive of previously released products and cannot be purchased.

For stock status of store-limited products, please contact the store that carries each product directly.Contact usPlease.

You can go to the application page from the individual product page or the lottery notification article on the blog.
Depending on the lottery product, you may be asked to re-enter customer information at an external destination.

For customers who have been selected, the payment process will be automatically carried out using the credit card or other method you registered in advance.
Please check the lottery information page for each individual product for details.

We apologize for the inconvenience, but as a general rule, we cannot reserve items.
If you would like to change the delivery date due to moving, etc., please write your name, order number, and e-mail address at the time of ordering, and contact User Support.Contact usPlease.

Membership rank is determined not by the number of points you have, but by how much you shop in that year.
For detailsMember service informationPlease check

Points will be recorded in each account as "points scheduled to be awarded" when the order payment is completed. "Points scheduled to be awarded" will switch to regular points when the target product is shipped, and can be used as 1 point = 1 yen from the time they switch to regular points.

以下よりご変更ください。
・メールマガジンの登録
・メールマガジンの解除

We will accept account deletion (withdrawal). If you wish to do so, please contact us through theInquiry Formand let us know that you want to withdraw. The administrative office will handle the procedure and contact you once it is completed.

Credit cards, Shopify Pay, PayPal, PayPay, and Google Pay are available.

For pre-order items, payment must be completed at the time of placing the order.

Please reply to the order confirmation email with your name and order number and request a receipt, or contact user support.Contact usPlease.

It may take some time for the refund to be reflected.
Since it depends on the timing of the settlement date of your credit card company, we apologize for the inconvenience, but please check with your credit card company for the exact refund date.

We apologize for the inconvenience, but as a general rule, we cannot accept cancellations after an order has been placed.
Once the products are in stock, we will make arrangements for shipping, so we appreciate your patience.

We sincerely apologize, but as a general rule, we are unable to accept cancellations after an order has been placed.
Once the products have been received in our warehouse, we will proceed with the shipping arrangements in order, so we kindly ask for your patience for a little while longer.

For made-to-order items only, we will accept cancellations if you contact us within 5 days (including Saturdays, Sundays, and holidays) of the order deadline.
Please reply to the order confirmation email with your name, receipt number, and product name you ordered, or contact user support.Contact usPlease.
The cancellation process ends when you receive the cancellation confirmation email. No cancellations will be accepted after the above deadline.

If we confirm that an order exceeds the specified quantity that can be purchased by one customer, the excess amount will be canceled at our discretion, regardless of the reason. In addition, please note that if we issue a refund due to reasons such as the payment has already been made, the transfer fee etc. will be borne by the customer (deducted from the refund amount).

Cooling-off is a system that applies to door-to-door sales, etc. Purchases on this site fall under the category of mail-order sales based on the customer's will, so the cooling-off system does not apply.

We sincerely apologize, but we are unable to accommodate separate shipments.
When purchasing items with different shipping times, we recommend placing separate orders.

After sales and shipping, we do not accept requests to change the delivery address or transfer the item to a person under a different name than the purchaser. We are not responsible for any delivery accidents (loss, damage, etc.) that occur if you request direct transfer to a delivery company without going through our company. Please be sure to specify a valid recipient address at the time of purchase.

Domestic delivery is uniformly delivered by Sagawa Express, and overseas delivery is uniformly delivered by DHL.

We apologize for the inconvenience, but we do not offer wrapping services.
We apologize for not being able to meet your expectations.

[Domestic shipping]
Shipping fee is uniform nationwide and an additional 840 yen is required for each order. For more information,Shipping policyPlease check.

[Overseas shipping]
Items outside of Japan will be shipped by DHL.
Shipping costs vary depending on the destination area and the weight of the item.
Additionally, payments made on the site do not include customs duties.
Depending on your region, customs duties may be added.
Please note that the recipient is responsible for paying customs duties.For more information, please seeShipping policyPlease check.

As a general rule, we cannot ship to hotels, etc.

Please include your name, order number, and e-mail address used when ordering, and reply to the order confirmation email with your new address, or contact User Support.Contact usPlease.
*We may not be able to accept changes once shipping preparations have progressed, so please contact us as soon as possible.

It varies by product. Please see the details on each product page for details.

You can check the status of paid items using the Sagawa Express tracking number at the following site. The tracking number is listed in the order confirmation email.

[Parcel Inquiry Service]
https://k2k.sagawa-exp.co.jp/p/sagawa/web/okurijoinput.jsp

Please reply to the order confirmation email with your name, order number, and e-mail address used when ordering, or contact user support.Contact usPlease. If you have ordered multiple items, we will ship the item with the latest shipping time.

[Domestic shipping]
Please check the following using the inquiry slip number provided in the shipping completion notification email, and then make your own arrangements for redelivery.

[Luggage inquiry service]
https://k2k.sagawa-exp.co.jp/p/sagawa/web/okurijoinput.jsp

If Sagawa Express' storage period has expired and the item is returned to the sender, we will process the reshipment.
Please reply to the order confirmation email with your name, order number, and e-mail address used when ordering, or contact user support.Contact usPlease.
*We will require a certain amount of time from confirmation of return to reshipment.
*Please note that the actual shipping cost will be paid on delivery when re-shipping.

[Overseas shipping]
Please check the following using the inquiry number provided in the shipping completion notification email, and then make your own arrangements for redelivery.

[Luggage inquiry service] https://www.dhl.com/jp-ja/home/tracking.html

If the DHL storage period has expired and the item is returned to the sender, we will process the reshipment.
Please reply to the order confirmation email with your name, order number, and e-mail address used when ordering, or contact user support.Contact usPlease.
*We will require a certain amount of time from confirmation of return to reshipment.
*Shipping charges for re-shipping will be billed separately at actual cost before re-shipping. Thank you for your understanding.

If the shipped package cannot be delivered and the storage period at the shipping company has expired, please reply to the order confirmation email with your name, order number, and e-mail address at the time of ordering, or contact user support.Contact usPlease.
After confirming that the package has been returned from the delivery company to our warehouse, we will proceed with the reshipment procedure.
*We will require a certain amount of time from confirmation of return to reshipment.
*Please note that the actual shipping cost will be paid on delivery when re-shipping.

From July 1, 2022, for all personal imports into Taiwan, it is mandatory to register recipient information in advance on Taiwan Customs' new system, "EZ way." Please download the app and register your mobile phone number. Any returns due to lack of registration, as well as the associated return shipping and reshipping costs, will be borne by the customer.

Shipments to China may have restrictions on quantity and amount. Items will be shipped together per order and cannot be shipped separately. When purchasing multiple items, please be careful not to exceed the restrictions of your region. We cannot provide compensation if customs clearance cannot be completed.

Product exchanges and returns are limited to the following cases.
*In case of defective product
*If the product is different from the one you ordered (unopened only)

For more information,Shipping policyPlease kindly check.
For specific inquiries, please contact user support.Contact usPlease.

We apologize for the inconvenience, but please specify your name, order number, e-mail address at the time of ordering, attach a product image, and reply to the order confirmation email, or contact user support.Contact usPlease.

Not included.
Please pay any taxes or customs fees in accordance with the laws and regulations of the destination country.
Taxes are calculated and charged based on the price of the goods and the shipping fee listed on the invoice. The calculation method varies by country.
For more details, please contact the nearest customs office of your destination.

About Delivery

Regarding overseas shipping of products, there are some products that cannot be shipped to some countries due to sales licenses.
If there is a product you would like to purchase, please contact us and we will confirm and respond.
In that case, please specify your name, desired product, and delivery address, and either reply to the order confirmation email or contact user support.Contact usPlease.

ThisStore list pagePlease take a look.

Please check your domain settings and spam folder.
If the problem is not solved even after checking the above, please reply to the order confirmation email with your name, email address at the time of ordering, and product name you ordered, or contact user support.Contact usPlease.

If you order from a mobile phone, you may not be able to receive all content due to character limit.
In that case, please reply to the order confirmation email with your name, receipt number, and ordered product name, or contact user support.Contact usPlease.

If you receive multiple order confirmation emails even though you only ordered one item, there is a possibility that your orders are duplicated.
If you receive an unnecessary order, please reply to the order confirmation email or contact user support.Contact usPlease.

Please contact us by replying to the order confirmation email.

We sincerely apologize, but as a rule, we do not accept changes to the order after it has been placed.