I ordered a couple Transformers, checking out and paying on their website. Then my order was cancelled. I emailed back to ask about the reliability of the stock levels on their website (maybe for... See more
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I order my parcel over 10 days ago and I have had no updates whatsoever,I just want to know wether it should be canceled or not and if so how
Company replied
Hello, on April 12th I ordered "Good Smile Company - Nendoroid "KamiKatsu: Working for God in a Godless World" Mitama" to Israel. I checked the link and it only says "Payment accepted", no shipping... See more
Company replied
Hello, I have been waiting for an email confirmation since January 29. Could you please check the status of my order? Thank you. UPD: I haven’t received any response regarding my order —... See more
Company replied
Company details
Written by the company
Japanzon – The best Japanese import site Japanzon is a Tokyo-based company specialized in fast worldwide shipping of 100% authentic Japanese products: video games, trading cards, official figures, Gashapon, arcade accessories, retro collectibles, and more. Our online store features thousands of licensed items available for fans around the world. Every order is carefully packed and shipped directly from Japan by a small, passionate, human team — no dropshipping, no bootlegs, no tricks. We process hundreds of orders every month, and the few negative reviews online represent less than 0.5% of our actual customer base. Unfortunately, happy customers rarely leave reviews, which can lead to a distorted view. Still, our mission remains unchanged: to deliver a true Japanese import experience, with real stock, fair prices, and honest service. Japanzon is your direct gateway to Japan — no middlemen, no shortcuts. Thank you to all our loyal supporters for over 10 years.
Contact info
2-13-9 Kohoku, 123-0872, Tokyo, Japan
- 03-0000-0000
- contact@japanzon.com
- japanzon.com
2.6
Poor
250 reviews
No history of asking for reviews
This company hasn't invited their customers, so reviews may not be representative
Replied to 98% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
I don't get answer...
Yesterday I did a purchase and I got anxious because I didn't get a confirmation email payment.. but the amount was charged. Despite send a email I didn't get any answer.. If I don't receive any reply I would rather my money back, it looks like a scam as I can see .. thanks
9 April 2026
Unprompted review
Reply from Japanzon
Hello Marcos,
Thank you for your message, and we sincerely apologize for the stress caused by the missing confirmation email.
We can confirm that your order **HWQYYJHHF** is correctly registered in our system and the payment has been successfully received.
In some cases, confirmation emails may be filtered by the email provider and end up in the spam or junk folder.
Please rest assured that your order is valid and currently being processed normally.
For the fastest support regarding any order, the best and most priority channel remains the **customer service section directly through your order account / support platform**, as it allows us to access your file immediately.
We sincerely apologize again for the confusion and thank you for your trust.
Kind regards,
Customer Service
Japanzon
This is a scam business
This is a scam business. I ordered a keychain from them at the start of March. No email confirmation. The website made it extremely difficult to contact them (Firewall error while I had no VPN or protections that would trigger such an error enabled) which is undoubtedly by design as I see other customers had the same issue. I was finally able to contact them after four weeks and then was immediately refunded the moment I asked for a simple update. This "business" posts items they do not have in stock, quickly takes your money, and when they cannot fill the order haphazardly as they search for stock (likely from another business) they refund you. Their model is clearly to take your money and hope you forgot you placed an order so they can jip you. When you catch them in their lies, they try to avoid backlash by giving you your own money back for a product they never had. Definitely one of the scummiest I've ever dealt with. Stay far far away while this website is still up and running. I don't imagine it will last long with the complaints.
Update: Despite the "Refunded" status on my order, I still have not received my money back. I'll give it 3 more days and update this post, but if they have taken my money I will be reporting this business.
Update 2: Finally received my refund.
22 March 2026
Unprompted review
Reply from Japanzon
Dear Customer,
We are very sorry to read your feedback.
At this time, we are unfortunately unable to identify your order in our system based on the information provided. We would genuinely appreciate it if you could contact us directly with your order reference so we can investigate and resolve the situation properly.
Regarding your concerns, we would like to clarify that refunds can take a few business days to appear depending on your payment provider.
We also acknowledge that there have been temporary issues with our contact system, which we are actively working to improve.
We take all customer concerns very seriously and are fully committed to resolving any legitimate issue.
Kind regards,
Customer Service
Japanzon
Really bad service no email…
Really bad service no email confirmation no updates on orders after 10 days yes I contacted you guys by email until this moments still no answer and yes I check my spam messages and no email from you guys
16 March 2026
Unprompted review
Reply from Japanzon
Dear Customer,
We are sorry to read your feedback.
We would like to clarify that order confirmation emails are automatically sent after purchase. If you did not receive it, we recommend checking your spam or junk folder, as delivery can sometimes be affected by email filters.
Regarding your order status, we would be happy to assist you. Please contact us directly with your order reference so we can review your case and provide you with an update.
We also acknowledge that there have been temporary delays in response times and are currently working to improve our communication systems.
Kind regards,
Customer Service
Japanzon
I order my parcel over 10 days ago and…
I order my parcel over 10 days ago and I have had no updates whatsoever,I just want to know wether it should be canceled or not and if so how
15 March 2026
Unprompted review
Reply from Japanzon
Dear Oliver,
Thank you for your message and we sincerely apologize for the delay.
We attempted to secure the item for your order, but unfortunately it is no longer available from our suppliers. As a result, your order has been fully refunded.
We truly regret the inconvenience caused and appreciate your understanding.
Kind regards,
Customer Service
Japanzon
Good Selection, Bad Communication and Processing
I ordered two plushies recently, and was happy to find them, as they are sold out nearly everywhere else. However, it took nearly a month since purchase for the tracking number to register pickup. I understand delays, and do not mind, but would have appreciated a heads up.
My main issue right now is that upon arrival, there was only one plushie in the package. The order and even invoice slip on box clearly show two different items. The missing plush is also still listed as available on the website.
I have tried reaching out for a replacement, but one major issue: their emails are either not being processed in a timely manner, or their email system is not working. No Japanzon emails seem to make it through. I received no order confirmation (which seems like it should be a thing, and if not, then that communication is sorely needed), and trying the password reset email also did not work - not even after checking Spam / Junk mail.
I did manage to send a message through the website contact form, which created a message on the order page. It has been a few days and there is no reply yet - I wouldn't mind the wait normally, but am anxious because it's unclear if Japanzon can reply via the order page messages. As I can not seem to receive emails from them, I can only hope the order page does allow that, or that they respond here. I am really hoping to receive a replacement (fulfillment? Completion of the original order?) rather than a refund, because in the time since ordering, the specific plush has been sold out elsewhere...
tldr; great selection but if you have an issue, it will be difficult to reach them promptly. Here's hoping!
19 March 2026
Unprompted review
Reply from Japanzon
Dear Customer,
Thank you for your detailed feedback and we sincerely apologize for the inconvenience caused.
We are glad to hear that you appreciated our product selection, but we fully understand your frustration regarding the delay, the missing item, and the difficulty in reaching us.
Regarding your order, we will review your case as a priority and make sure to resolve the issue as quickly as possible. Our team will ensure that an appropriate solution is provided.
We are also aware that our communication system has recently experienced some issues, which may have affected email delivery and response times. Improvements are currently underway to prevent this from happening again.
We truly appreciate your patience and understanding, and we will do our best to restore your trust.
Kind regards,
Customer Service
Japanzon
No order updates
I have ordered a figure a few days ago and havent recieved any confirmation email nor any shipping updates. I tried contacting them through their support and contact email but havent gotten any response. If I dont get any soon i'd need to cancel it.
I have checked the spam/ junk folder and there weren't any replies or updates.
24 March 2026
Unprompted review
Reply from Japanzon
Hello Valeria,
Thank you for your message, and we are very sorry for the delay.
Please note that your order was placed only a few days ago, and we are currently experiencing a very high volume of orders, which may cause slight delays in processing.
We are actively reviewing your order now and will provide you with an update as soon as possible.
We appreciate your patience and understanding.
Best regards,
Customer Service
Japanzon
Took my money, but no contact from company
I placed an order on 1/25/26, and my credit card was charged the next day. I never received a confirmation email or tracking information. Shipping was estimated to take 15-25 days, but it is now 36 days later. I tried to contact the company through the contact form on their website, but when I do it shows the following "error" message: "We detected something wrong with your action, our security firewall stopped it". Are they just trying to get out of being contacted? Do I really need to try calling Japan on ye olde telephone???
Edit: They issued a refund on 3/3/26, 2 days after I posted this review--so I guess they are not a fraudulent company, just poorly run. I wish they would have emailed me and refunded me immediately when they realized they could not fulfill my order. I also wish I could have contacted them through email or through their website rather than a 3rd party review website!
28 February 2026
Unprompted review
Reply from Japanzon
Hello Laura,
Thank you for your message.
We sincerely apologize for the inconvenience. Your order has already been fully refunded as the item was unfortunately no longer available at the time of processing.
Regarding the contact form message, our security firewall may sometimes block certain IP addresses or browser configurations automatically. We assure you this is not intentional and we remain fully reachable by email.
so we can assist you immediately.
Best regards,
Japanzon Team
shipping time
I placed an order on 2/12/26 and they still havent shipped it out and ive gotten zero updates on my order
26 February 2026
Unprompted review
Reply from Japanzon
Hello,
Thank you for your message and we sincerely apologize for the inconvenience.
We are currently experiencing a very high order volume, which has caused some delays in processing. Unfortunately, the item became unavailable from our supplier and we were unable to secure stock. A full refund has already been issued.
We truly apologize for the disappointment and appreciate your understanding.
Best regards,
Japanzon Team
Trustworthy :)
I was pretty skeptical because of all the bad reviews this website has been getting on here but my package came pretty quickly (I ordered on January 31st and received it February 17th). The box was well protected so it was an 11/10 for me and customer support was also a big help with Xavier answering all of the questions I had :) I truly think this website is underrated and if you have any questions that you should try using the website instead of email (that's what I did) to make sure you actually get answers. I would definitely order from here again !
31 January 2026
Unprompted review
Reply from Japanzon
Thank you so much for your thoughtful and detailed review.
We truly appreciate you taking the time to share your experience, especially after reading some of the mixed feedback online. It means a lot to us that you decided to give us a chance.
We’re very happy to hear that your order arrived safely and quickly, and that the packaging met your expectations. We put a lot of care into protecting our products, so your “11/10” genuinely made our day.
Regarding reviews, you are absolutely right — after more than 10 years in business and thousands upon thousands of orders shipped worldwide, a few hundred public reviews do not always reflect the full picture. As with any long-running company, most customers who are satisfied simply enjoy their purchase and move on, while those who experience an issue are naturally more likely to leave feedback. We completely understand that, and we continuously work to improve wherever we can.
It was a pleasure assisting you directly, and we are always happy to answer questions and provide support as quickly as possible.
Thank you again for your trust and kind words. We look forward to serving you again in the future.
Warm regards,
Xavier
Japanzon Team
Lengthy Shipping - Did Arrive!
Shipping took some time, but I’m sure that’s primarily because of the holiday season and the influx of orders they received. All-in-all, I did end up receiving it, so rest assured you’ll likely get yours as well. They are a small business. I ordered on the 23rd of December, and received it today on the 2nd of February. Came exactly as listed and I’m very happy with what I got. Thank you Japanzon for getting me my collectible!
22 December 2025
Unprompted review
Reply from Japanzon
Hi Douglas,
Thank you very much for your kind review and for your patience 🙏
We’re truly happy to hear that your collectible arrived safely and exactly as listed.
The holiday season created an exceptional rush of orders, and as a small business we really appreciate your understanding.
Thank you again for your support,
Japanzon Customer Service
Hello
Hello, I have been waiting for an email confirmation since January 29.
Could you please check the status of my order?
Thank you.
UPD:
I haven’t received any response regarding my order — neither by email nor on Instagram. No one replies from your email address.
To be honest, I find it quite strange that I, as a customer, have to keep reaching out just to get a basic update. This feels disrespectful to the buyer.
So I will repeat my request: please clarify the status of my order so I can understand whether I should keep waiting for my parcel or start looking for other options.
Thank you.
29 January 2026
Unprompted review
Reply from Japanzon
Hello Iulianna, thank you for feedback , did you saw our answer ? if not please send mail to contact@japanzon.com
No emails sent
I ordered the order 3-4 days ago and haven't gotten any emails yet.. eventhough on the site it says "SHIPPING WITHIN 48 HOURS
With delivery tracking"
i tried contacting the email but it just wont let me for some reason? I know you guys respond here so im giving it a shot.
Was it because you guys dont work on business days..?
2 February 2026
Unprompted review
Reply from Japanzon
Hi Lea,
Thank you for your review and we sincerely apologize for the lack of email updates.
At the moment, we are experiencing an exceptional high volume of orders, which has caused delays in processing and communication. We checked your order, and unfortunately the item became out of stock at our supplier.
To avoid keeping you waiting longer, we have already processed a full refund for your order.
We are truly sorry for the inconvenience, and thank you for your understanding.
Best regards,
Japanzon Customer Support
Although at first there was a problem…
Although at first there was a problem with placing my order, the product came very quickly! It was packed carefully and the product came in good quality. I really love it!
26 January 2026
Unprompted review
Reply from Japanzon
Hello,
Thank you very much for your feedback!
We’re sorry again for the issue you faced at the beginning when placing the order, but we’re very happy to hear that everything arrived quickly, well packed, and in great condition.
Enjoy your product, and we hope to see you again soon on Japanzon!
Best regards,
Japanzon Customer Service
2 months to refund
I placed an order on the 7:th of December, 2025. Haven't heard anything so sent an email last week asking where my parcel went off to. Haven't heard anything still.
*Update: I recieved an update that the product I ordered was out of stock and I would receive a refund. Had I recieved this update and refund within 25 days of my initial payment my bank could have cancelled the payment and reimbursed me in full. I ultimately lost about $80 because of exchange rates and payment extensions for 60 days. It's not a huge bummer but could've been avoided had I only recieved an update within a timely manner.
28 January 2026
Unprompted review
Reply from Japanzon
Hello,
We sincerely apologize for the lack of updates and for the delay.
We did receive your email (sent on January 23rd), and we are currently waiting for confirmation from the manufacturer regarding your order. We preferred to wait until we had a clear and accurate answer rather than sending generic “please wait” emails without real information.
We will contact the manufacturer again today and will provide you with a clear update regarding your order within 1 to 2 days.
We are truly sorry if you felt ignored — that was not our intention.
Best regards,
Japanzon Customer Service
Lack of email communication
I have ordered a figurine on 24th of December 2025 (my bank shows that payment was done on 26th day). I understood from the website that the delivery could take a month as it was holiday period and that carriage by ship takes time.
I did make an account but did not download an invoice which was my mistake but I have expected to receive some sort of a message on the parcel and/or whether it was processed. On account I can only see that the payment has been accepted.
After around a month, I have wrote an email asking for an update but did not receive any reply so far so last night, I have wrote a second email asking whether the figurine I ordered was still available or whether I should ask for a refund and look for it elsewhere.
Apart from lack of replies or notifications on the status of the parcel, writing an inquiry has an irritation of not giving any visual detail on whether a photo/picture relevant to the inquiry has been successfully updated.
I understand that it’s too soon to expect a reply on the second email but since I saw that the team responds to reviews, I hope to seek some answers this way.
To note, I have checked spam and junk folders but did not get any response.
27 January 2026
Unprompted review
Reply from Japanzon
Hello,
Thank you for your message, and we sincerely apologize for the lack of communication.
We have checked our inbox and we could not find any email from you, so it is possible that your previous messages did not reach us properly. We are very sorry about this situation.
We are now checking your order status and will arrange everything as soon as possible. We will get back to you shortly with an update (availability + shipping status / tracking).
Thank you for your patience and understanding.
Best regards,
Xavier
Japanzon Customer Support
Ordered on 09/01/26
Ordered on 09/01/26, Website states guaranteed dispatch within 48hrs, I had no email with any tracking details etc, waited till 19/01/26 and emailed them for an update for which i had no reply (Waited for time difference). Logged in my account and was not even dispatched so filed a dispute with Paypal and was refunded with no explanation or apology, They have then blocked my Japanzon account! DO NOT ORDER FROM HERE.
RE there reply, absolute nonsense, no emails from them was received.
22 January 2026
Unprompted review
Reply from Japanzon
Hello Sue,
Thank you for your review. I’m sorry your experience was disappointing.
However, I need to correct a few points:
We did reply to inform you that one item from your order was no longer available.
We offered an immediate solution: a replacement (including a pre-owned alternative), but we did not receive any reply.
After that, a PayPal claim was opened. Once a claim is opened, the case must be handled through PayPal’s process, which is why the refund was issued via PayPal.
Regarding your Japanzon account: according to our Terms & Conditions, when a dispute/chargeback is opened without prior discussion with our support, the account is closed to protect the business from payment disputes and potential abuse.
Best regards,
Xavier – Japanzon
Happy purchase !
Considering all the bad review, I wasnt sur of my purchase afterward.
But I am happy I gave it a try.
The customer service is very fast to respond, helpful and nice.
My package arrived safely,fully and in the delay.
Thank you !
22 January 2026
Unprompted review
Reply from Japanzon
Hello Giuliano,
Thank you very much for your kind review and for giving us a chance despite the negative feedback you had seen.
I’m really happy to hear that everything went smoothly: fast support, helpful communication, and a safe delivery within the expected timeframe.
Your message truly motivates our team to keep improving every day.
Best regards,
Xavier – Japanzon
Experience with Japanzon
There was a major delay to my order, which was placed on June 14th 2025.
Firstly, the shipping number provided was non-existent, and could not be tracked on its purported shipping company (Japan EMS).
After querying Japanzon initially and getting a perfunctory response promising shipment as soon as possible, I was met with radio silence for 5 months (November) and the shipping number was still non-existent.
Thereafter, Xavier Dussailly from the Japanzon team aided me through the process and facilitated a speedy delivery for my item in January which I have received.
Thanks again Xavier, hope that the logistical issues on your end are ironed out.
14 June 2025
Unprompted review
Reply from Japanzon
Thank you for taking the time to share your detailed feedback.
We sincerely apologize for the long delay and the lack of communication you experienced earlier. This is not the level of service we aim to provide, and your feedback highlights areas where we clearly needed to improve.
That said, we are glad that the situation was ultimately resolved and that you received your item safely. Since then, we have taken concrete steps to improve our logistics process and customer communication to prevent this kind of issue from happening again.
Thank you again for your patience and for acknowledging the efforts made to resolve the situation. Your feedback is valuable and helps us move forward.
Best regards,
Xavier
Japanzon Team
unexpected "goodies" ;-)
Finally the problem with the unavailable F-toys kit was solved and instead of 1 model to expect they send a whole box with 4 models!! Really perfect and a very BIG THANK YOU to their effort to fulfill customers' wishes !!!
I'll come back when the next kits are available!
12 January 2026
Unprompted review
Reply from Japanzon
Thank you very much for your kind review!
We’re really happy to hear that you were satisfied with the solution and the little surprise 😊
Customer satisfaction is very important to us, and we always try to do our best when an issue occurs.
We truly appreciate your support and look forward to welcoming you again when the next kits are available!
Best regards,
Xavier
Japanzon Team
Didn't receive order and can't contact company
2 weeks after ordering I didn't get an email nor did my status change. They said shipping will take less than 48 hours and yet after 2 weeks nothing happened. My status is still at "Payment received". I tried contacting the company through their email form, but after a week I still have no response from them.
9 January 2026
Unprompted review
Reply from Japanzon
Hello,
We sincerely regret your frustration, however, we would like to clarify an important point: a detailed response was sent to your inquiry on January 6th. Please check your junk or spam folder, as our emails sometimes end up there.
We are currently experiencing an exceptional volume of orders, which has temporarily impacted our usual processing times. We apologize for the delay.
We can confirm that your order has already been processed and shipped from Japan.
Thank you for your patience.
Best regards, The Japanzon Team
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