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
Company replied
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Review summary
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Reviews shaping this summary
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
2.7
Poor
249 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.
Great customer service
While I ended up returning the item I had bought, I must command Japanzon's customer service. They always responded very fast. They were very good at solving the issue and help me with the return (which they even refunded, since the issue was on their side). So I can say that it is a very honest company that cares about customers. I will have no hesitation using them again in the future.
1 December 2025
Unprompted review
Reply from Japanzon
Dear Customer,
Thank you so much for your kind words and for taking the time to share your experience.
At Japanzon, we believe that true customer service is shown not just when things go perfectly, but especially when challenges arise. We are delighted to hear that you appreciated our responsiveness and our commitment to resolving your issue fairly.
Integrity is at the heart of our company values, and knowing that you would not hesitate to shop with us again is the best reward for our team. We look forward to serving you again soon under even better circumstances!
Best regards, Xavier & The Japanzon Team
If you contact to them, they will help you
I made an order for a christmas present and I did never receive it. I contacted to them a few times because they did not gave me a tracking number. I needed my order or the refund asap, so I wrote here and they made the refund because the shipment was missed. I edited this review, because they replied me and also gave me a solution. Thanks for helping me. You made my bad day better.
29 December 2025
Unprompted review
Reply from Japanzon
We are sorry to read your review.
Your order was shipped, and when you contacted us we immediately reached out to you to ask whether you preferred a replacement shipment or a refund, as the parcel appeared to be delayed.
We did not receive any reply to our message and were still waiting for your confirmation in order to proceed.
Given the content of this review and to avoid further inconvenience for you, we have now cancelled your order and issued a refund.
If you still wish to receive the item, you are welcome to place a new order and we will be happy to assist you.
Thank you.
The product arrived in excellent…
The product arrived in excellent condition, was packaged carefully, and arrived within expected timeframes, even during holiday rush season.
Prices comparable to other online relailers specializing in Japanese imports.
27 December 2025
Unprompted review
Reply from Japanzon
Thank you very much for your kind review — we’re really happy to hear that your order arrived safely and in excellent condition 😊
Our team puts a lot of care into packaging and shipping, especially during the busy holiday season, so your feedback means a lot to us. We’re also glad to know that you found our prices fair compared to other Japanese import retailers.
Thank you again for your trust and support — we look forward to serving you again in the future!
– The Japanzon Team 🇯🇵
Terrible costumer communication
Terrible costumer communication, it is so difficult to communicate with them and they take forever to respond.
21 December 2025
Unprompted review
Reply from Japanzon
Thank you for your feedback.
We are sorry that you felt our replies took too long. Your messages were sent during the night in Japan time, which made it difficult for our team to reply immediately. As soon as our customer support became available, your request was reviewed and processed.
Please be assured that your case has now been handled.
If you still need assistance, feel free to contact us and we will be happy to help.
Kind regards,
Japanzon Customer Support
Figure was supposed to be here a month…
Figure was supposed to be here a month ago
13 October 2025
Unprompted review
Reply from Japanzon
Hello,
Thank you for your message.
Without an order number or contact details, we are unfortunately unable to identify or check your shipment.
Please contact our customer support directly with your order reference so we can look into the situation and assist you as quickly as possible.
Kind regards,
Japanzon Support
Figure come in with great quality
There was a delay for my preorder but it came in with great quality eventually
12 December 2025
Unprompted review
Reply from Japanzon
Hello,
Thank you for your message and for your preorder.
We sincerely apologize for the waiting time.
Thank you for your patience and understanding.
Best regards,
Japanzon Support
Items I ordered never arrived
Items I ordered never arrived, I never even received confirmation or tracking info. I was charged full price for the items and shipping and I did not even receive an order number.
20 August 2025
Unprompted review
Reply from Japanzon
Hello Anthony,
Thank you for your message.
Please contact us directly through our customer service so we can check what happened and locate your order.
We are here to help.
Best regards,
Japanzon Support
No shipping after 2 months
It has been over 2 months, and I am still unable to view any updates on the tracking link since September 20th.
This was supposed to be a Christmas present but I'm afraid that is going to be late.
I've contacted with the support team several times and they only tell me to wait until further updates.
18 September 2025
Unprompted review
Reply from Japanzon
Thank you for your message, and we are truly sorry for the long delay you are experiencing with this shipment.
We fully understand your frustration — especially since it was a Christmas gift — and we sincerely apologize for the inconvenience caused.
Please rest assured that we are already in contact with the carrier regarding the lack of updates since September 20th. International shipments can unfortunately experience rare but extended delays depending on the postal route, and we are monitoring this case closely.
If the parcel does not move or gets officially declared lost, you will of course be fully protected. We will arrange a replacement or a refund — whichever is possible and works best for you.
Thank you again for your patience. We will notify you as soon as we receive any new update from the carrier.
Kind regards,
Japanzon Customer Support
I did not receive my order sent over 10…
I did not receive my order sent over 10 emails to support order was placed all most 3 months ago just a couple disappointing in the process the only response I got back is when I left a review tell me to contact support of my money back or to complete the order but still nothing I am unable to contact anyone so at this point I’m just trying to get my order👎🏾
22 November 2025
Unprompted review
Reply from Japanzon
Hello Shane Moyes ,
Thank you for your message.
We understand your frustration, but please note that the situation was caused by the Canada Post strike, which lasted almost 3 months.
During this period, it was impossible to ship any orders to Canada.
We informed you of this in every email we sent.
The good news is that shipping to Canada finally resumed this week, and your order has now been dispatched.
Here is your tracking number: RN100764641JP
We truly apologize for the delay and thank you for your patience.
Best regards,
JAPANZON
I haven't received my order,
I haven't received my order,
I order a Shfiguarts figure almost a 2 months ago and no news about it now. They did confirm my orders even apologizes for it might be deliver late, didn't give me order numb. but gave me a tracking number which is useless cuz I couldn't find it on Japan post international list.
So I emailed them for a refund 2 weeks ago but they didn't reply back, with this bad experience I wouldn't recommend Japanzon to anyone who's looking for expensive figures at all.😤
26 September 2025
Unprompted review
Reply from Japanzon
Hello,
Thank you for your message.
We are very sorry for the inconvenience caused.
We had been waiting for a reply from you regarding your order status, but since we did not receive any answer and noticed this review, we have immediately processed a full refund to avoid any further concern on your side.
The tracking number provided was correct, but depending on the carrier or country, it may take time before it appears in the Japan Post international system.
Once again, we sincerely apologize for the delay and the misunderstanding.
Our goal is always to support our customers as quickly as possible.
Kind regards,
Japanzon
Great experience with Japanzon
Great experience with Japanzon. Authentic products, well protected, and truly human customer support — it doesn’t feel like you’re dealing with a machine.
There was a small delay because they were handling a lot of orders at that time, but they informed me right away and followed up until delivery.
Very professional and passionate. I will definitely order again!
26 October 2025
Reply from Japanzon
Thank you very much for your wonderful review!
We’re really happy to read that you were satisfied with your order and our customer support.
We always do our best to pack everything carefully and to stay transparent when there is a delay — so it means a lot to see it appreciated.
Your support helps us continue and grow.
We look forward to seeing you again soon! 🌸
– The Japanzon Team
Horrifically late
I ordered a plush on the 19th of July, and got an update on the 20th of July to confirm that the Pre-Order is being processed. I asked for a refund and was told they don't do refunds and that the order should be delivered in September. I patiently waited and asked for an update in late September, to which they said it would be prepared and shipped soon.
It is now November, and I've received no transparency on the order at all except for misleading estimates. From looking at other people's reviews too, Japanzon has a serious issue with delayed deliveries. This is unacceptable. I'd appreciate some form of proper update detailing why my order has taken this long and still isn't being prepared, especially considering "The delivery of this pre-order to our warehouse is scheduled for early September".
I'd like to either get a refund, or to have some proper reassurance on when it's arriving.
I strongly do not recommend this service.
2 November 2025
Unprompted review
Reply from Japanzon
Dear customer, We are sincerely sorry for this situation.
After you requested a cancellation, we sent you a message to confirm your choice, but we did not receive any reply, so we were waiting for your confirmation. After seeing your review, we immediately processed a full refund for your order.
We understand your frustration and we will work to improve our communication to avoid this kind of misunderstanding in the future.
Japanzon Customer Support
If only I could give 0 stars (and now also lying)
Given the varied reviews here, I actually contacted the Support before placing my order, to which they answered:
"You are welcome to proceed with your order now. Since all 15 volumes are in stock, we can process and ship your order quickly!"
Placed my order, paid directly, and silence ever after.
I have now asked for a full refund.
I would recommend everyone to stay away from this shop as far as possible!
Edit addressing the answer: It's nice you to see how the answer to the review now also tries to turn every bad one into a user fault. NO, you didn't send an answer. And even if, it would completely contradict what you said in the first place (everything available). So nice try with your standard answer to all negative review, but nah...
23 October 2025
Unprompted review
Reply from Japanzon
Hello,
Thank you for your feedback.
After your order was placed, we contacted you to inform you that 2 of the volumes were temporarily out of stock from the publisher. We were waiting for the restock in order to ship your order complete, as requested.
You chose to cancel the order before the restock arrived, and we fully understand your decision. As requested, your order has now been cancelled and fully refunded to your original payment method.
We regret that you did not wait for the restock and chose to leave a negative review, but we respect your choice. We will continue to improve the clarity and timing of our stock updates.
Japanzon Customer Support
Never shipped order
My experience is pretty much the same as the previous review that was placed here.
September 7th: Placed my order. Item was marked as in stock at the time.
September 8th: I received a notification that my order was being processed, and a tracking number appeared on the order tracking page.
October 3rd: I reached out to customer service as the tracking link was still not active, and was informed that my order had not left the warehouse, but would be expedited.
October 11th-13th: I reached out again as my order still had not shipped and was informed it would be shipped by the end of that week. Worse still, the reply seemed to be AI-generated and didn't provide any specific information.
As of today, my order has still not been shipped, well over 6 weeks after placement. I've requested a refund and will never be dealing with this company again.
7 September 2025
Unprompted review
Reply from Japanzon
Hello,
We are very sorry for the situation you experienced.
Your order should not have shown as “in stock” at the time, and that is our mistake. There was a stock discrepancy on this item, which led to the delay. We also acknowledge that our follow-up communication was not clear enough, and we apologize for that.
Following your request, your order has now been cancelled and fully refunded.
You should see the refund back to your original payment method depending on your bank’s processing time.
We understand your frustration, and we are currently improving both our stock synchronization and customer support response process to prevent this from happening again.
Japanzon Customer Support
After almost two months, my order has not been dispatched. Stay well away from this company. (And now they are lying)
A timeline of my first order with this company.
22nd August: Placed an order for five video games.
23rd August: Order was marked as "dispatched" on their website's order tracker with a Royal Mail tracking number for the UK provided. No dispatch email received though.
10th September: Sent an email to say that after nearly 3 weeks, my order still hadn't actually been dispatched as no tracking results for tracking number and asked what was delaying it.
11th September: Received a reply to say that they were working through a "backlog" of orders.
21st September: Sent another email as my order had still not been dispatched.
22nd September: Received a reply saying that my order "should be dispatched this week or at the very latest early next week".
8th October: Sent another email to say that another week had passed after the "very latest early next week" that they claimed my order would be dispatched by. Told them that I expect it dispatching by the end of the week.
16th October: They have still not responded to this last email.
Excuse after excuse and are now avoiding replying. Everything was in stock when ordering. Not been made aware of any problems other than this supposed "backlog".
When is my order going to be dispatched?
I would avoid this company completely if you are looking to import items from Japan. Go somewhere (anywhere) else. They will claim that Trustpilot reviews represent a very small percentage of overall orders but my experience could easily happen to you.
UPDATE - 3rd November: In their generic "reply" to my review, they claim that "following your last request, your order has now been cancelled." I never requested the order to be cancelled even after my review went live. Laughable that they will lie about this and think that people will believe this pathetic attempt at damage control. Don't trust them to issue any refund, get onto your bank and file a chargeback claim. Avoid this company!
16 October 2025
Unprompted review
Reply from Japanzon
Hello,
We are truly sorry for the inconvenience caused.
Your order was affected by a temporary backlog at our warehouse, which led to delays. The tracking number appearing before the actual dispatch was due to an internal processing mistake on our side — and we sincerely apologize for this confusion. We should have communicated more clearly, and we understand your frustration.
We also confirm that following your last request, your order has now been cancelled and fully refunded to your original payment method. Depending on your bank, the refund may take a few days to appear.
While the situation you experienced is not representative of the majority of our shipments, we take your feedback seriously. We are currently improving our logistics flow and communication process to prevent this from happening again.
Thank you for bringing this to our attention, and again, we apologize for the inconvenience.
Japanzon Customer Support
Shipped to me tomorrow afternoon when I…
Shipped to me tomorrow afternoon when I get off work please 🙏 and thank you 😊 🙏 ☺️
30 September 2025
Unprompted review
Reply from Japanzon
We noticed that your payment didn’t go through, so unfortunately we can’t process your order at this stage. Could you please contact us directly or place your order again using another payment method? Once the payment is confirmed, we’ll be happy to take care of your shipment right away 🙏
Website accepts payment for out of stock items!
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 future orders) but no answer. So it was a waste of time really.
Update: I’ll revise the review if you reply to my original email and fix your website so it only shows in stock items.
Update: they have replied and updated the listing so that's something.
16 August 2025
Unprompted review
Reply from Japanzon
Hello,
Thank you for your feedback. We’re very sorry for the inconvenience with your order. With more than 40,000 references available on our website, occasional stock errors can unfortunately happen, even though we do our best to avoid them.
We completely understand your frustration, and we’re also sorry if you didn’t get a reply to your email – this was not intentional. Please don’t hesitate to contact us again, we’ll be happy to assist you and make sure your next experience is smoother.
Thank you again for your understanding.
Nice website design, but a very disappointing experience overall
I really liked the design and general layout of Japanzon's website. It feels clean, modern and easy to navigate. Unfortunately, that was the only positive part of my experience.
I ordered a game on May 28. On May 29, I received an email from the seller asking if I was aware that the game was used. Unfortunately, the message ended up in my spam folder, so I only replied on June 8.
The game was supposedly shipped on June 11. However, nothing arrived. On July 3, I started getting suspicious and contacted them through their ticket system to ask when I could expect the delivery. The tracking number they had provided did not work and was not recognized by the local delivery service. I never received a reply to that message.
On July 8, I contacted their support directly via email. On July 9, I was refunded without any explanation. About an hour later, I received a message from Japanzon saying that their supplier was causing problems and that they had to cancel the order. This was quite confusing, as the game had supposedly already been shipped almost a month earlier.
All in all, it was a frustrating and unclear experience. I do not plan to order from them again.
9 July 2025
Unprompted review
Reply from Japanzon
We’re very sorry for the frustrating and unclear experience you had. The game you ordered experienced an unexpectedly high demand, and the price on the market skyrocketed, making it very difficult for us to restock at a reasonable cost.
We truly did our best to fulfill your order and held on as long as we could before making the hard decision to cancel and refund you. We’re also sorry it took so long to communicate this clearly — it was never our intention to cause confusion or disappointment.
Thank you for your honest feedback; it helps us improve and avoid similar situations in the future.
Really good .12 days to uk .was…
Really good .12 days to uk .was sceptical beforehand but gave it a go and it worked well.
28 June 2025
Unprompted review
Reply from Japanzon
Thank you so much for trusting us and giving Japanzon a try! We’re happy to hear your order reached the UK in just 12 days and that everything went well. We look forward to serving you again soon! 🌸
Gave me a tracking number that was…
Gave me a tracking number that was unable to track msg them back but no reply i guess there only fast at replying back if you give them a bad review or good review.
20 June 2025
Unprompted review
Reply from Japanzon
We're sorry that the shipping has not been as fast as expected, especially with EMS. Please rest assured that we're doing everything we can to dispatch your parcel as quickly as possible.
As for the lack of response — your message reached us over the weekend, when our small team was offline. We understand how frustrating this can be, and we apologize for the delay in communication.
We truly hope your order arrives soon and helps improve your overall impression of our service.
Thank you for your feedback — it helps us grow.
— The Japanzon Team
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