Shipping

Regarding changing/transferring shipping address information

After sales and shipment, please refrain from changing the shipping address or requesting transfer to someone in a different name than the purchaser. Please note that we cannot be held responsible for any delivery accidents that occur if you request direct forwarding to Sagawa Express instead of going through our company.

Please note that we cannot accept requests from people with different names to change the shipping address to the same address.

• Please be sure to indicate the shipping address you wish to ship to when placing your order.
• If you plan on moving at the time of purchase, please include the address of your new location when placing your order.

About delivery

Shipping of each product is scheduled as described, but depending on the number of applications, shipping may be delayed without prior notice. Thank you for your understanding.

Regarding the timing of points award

Points will be awarded under the membership program a few days after the delivery company confirms that the delivery has been completed.
There is a time lag of several days after receiving the product until the points are reflected.
Additionally, if the receipt cannot be confirmed due to long-term absence, etc., points will not be awarded.

About shipping charges

If you pay by credit card, an additional shipping fee of 840 yen will be charged for any number of items nationwide. If the shipping of the product differs depending on the product, shipping charges will be charged for the number of shipments.

Regarding shipping outside of Japan

Items outside of Japan will be shipped by DHL. Shipping costs vary depending on the destination area and weight.
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 any customs duties.

To customers in China

• There may be restrictions on quantity and amount for shipping to China.
• Items are shipped together for each order.
• It is not possible to ship the item in parts.
• If you are purchasing multiple items, please be careful not to exceed the restrictions in your area, such as by placing separate orders.
• We cannot guarantee if the item cannot clear customs.

To customers in Taiwan

• From July 1, 2022, all personal imports in Taiwan will require consignee information to be registered in advance on Taiwan Customs' new system "EZ way."
• Please download Taiwan Customs' EZYWAY application and register your mobile phone number. If not registered, your package will be returned to customs.
• If the item is returned, we will charge you the return shipping fee. In addition, re-shipping fees will be charged for re-shipping. Please be careful.

If receipt of the product cannot be confirmed

If you have not received the item and have returned it to us, we will re-deliver the item if you contact us within the specified period.
In that case, the customer will be responsible for paying the actual cost of re-shipping. Products that are ultimately not received may be stored for a certain period of time and then disposed of or otherwise disposed of.

Inquiries regarding delivery

For inquiries regarding package delivery, please contact us below.
Email address: info@store.medicomtoy.co.jp

Product exchange/return

Please check the contents immediately after receiving the product. We cannot accept returns or refunds due to customer circumstances (excluding some products during the order period).
Product exchanges are limited to the following cases. Please be aware of this before placing your order.

• In the case of defective products (exchanges are only available in the case of initial defects due to the manufacturing process)
• If the product is different from the one you ordered (limited to unopened and unused products)

If you wish to exchange the product due to a defect, please be sure to contact Medicom Toy User Support below in advance.
Email address: usersupport@medicomtoy.co.jp
Medicom Toy User Support
Business hours: 11:00-18:00

Additionally, any defects or damage that occur during transportation from our company to the customer's door will not be considered defective. Thank you for your understanding. If your package is damaged during delivery, please contact the delivery person.
In addition, the product packaging is for product protection. We cannot offer replacements due to damage.

Exchanges and returns are not possible in the following cases:
*If the product is scratched, damaged, or soiled due to customer handling.
*For used products

About cooling off

"Cooling-off" is a system that applies to door-to-door sales. A cooling-off period is not required for mail order sales. Since this mail order is accessed by the customer, the cooling-off system does not apply. Thank you for your understanding.

Regarding orders from outside Japan

As a general rule, we cannot accept cancellations. If the item is not received and returned, you will be charged for round-trip shipping and return shipping costs.

About replacing defective products and purchasing parts

If the product includes a customer service sheet, please use it. For details, please read the notes on the customer service sheet. For products that do not include a customer service sheet, please contact Medicom Toy User Support.