User Guide

■ How to Order

1) Open the product page of the product you wish to order.
Select the product you wish to order, and click the “Order” button. This will add the product to your shopping cart. You can add multiple items to your cart before moving onto the next step.

2) Once you have added all the products you wish to order to your shopping cart, proceed with your order by clicking the Shopping Cart icon.
On the Shopping Cart Page you can confirm the products you are ordering along with their prices. If you wish to change the number of a specific product that you wish to order, simply change the number in the “Quantity”. Once you have confirmed your order is correct click “Proceed to Checkout” to start the checkout process. If you wish to continue looking at more products, click the “Continue Shopping” button.

3) Login or Register an account.

4) Select the Shipping Address and fill out Message to Store if you need to, then click the "Review" button.

5) Please confirm all the details regarding your order, and then click the “Order”. button to complete your order.

■ Registering an Account

Before you can checkout an order on the PONYCANYON SHOP, you will need to sign up for an account. Please click the “Sign in / Register” icon in order to sign up for an account. Once the account is created you will be able to continue your purchase. If you already have an account, simply login with your email address and password.

■ How to Contact

1) Click "Contact Us" on the footer area.
2) Please fill out your name, email address and your inquiry.
3) Please click "Confirm" button.

■ Shipping Information

We regret that you cannot specify your carrier.Products will be shipped by our designated carrier. You will be charged at 2,500 JPY shipping to Asia (except China), North America, Middle East and Oceania, 3,000 JPY to Europe, 3,500 JPY to South America and Africa per order. Please be aware that special shipping fees would be charged for certain items.

The shipment dates of products vary depending on which item(s) are ordered. Be sure to check the release date on each product page for the estimated shipment date.
Import taxes and all other fees incurred after shipment are the buyer’s responsibility.
After your order has been shipped, you will receive an automated confirmation email containing your tracking number.
Please note that delivery may be delayed due to unforeseen circumstances.

■ Payment Information

Orders from the PONYCANYON SHOP can be purchased via credit card.

The PONYCANYON SHOP accepts the following credit card brands:
Visa
MasterCard
American Express

Please be aware that we cannot accept JCB.

■ Return Policy

◇ The User may not cancel any contract of sale, and return or replace the products ordered under the Service for its own convenience.
◇ Should the User believe their product to be defective please inform PONY CANYON via the "Contact Us" page within 9 days of product delivery. If PONY CANYON confirms that the product is defective, a refund will be issued. The User will be required to submit images of the defective product(s) upon request.
◇ Notwithstanding the preceding paragraph, PONY CANYON shall not refund or take any other action for defective products if more than ten (10) days have passed after the receipt of the products by the User.
◇ If the User places an order for the same products as the defective products after the refund thereof, the User may not be able to purchase them depending on the inventory status.

■ Frequently Asked Questions

Q) What payment methods are available?
We accept payment via credit card.

Q) Which credit cards can I use?
You can use any Visa, MasterCard, or American Express cards.
Please be aware that we cannot accept JCB.

Q) Why is my credit card not working?
Please check with your credit card company directly if you experience any problems. The most common issues are due to an expired card, exceeded credit limit, authorization denial, or incorrect billing address.

Q) What currency will I be charged in?
You will be charged in Japanese Yen (JPY).

Q) What is the exchange rate to my currency?
The exchange rate will be determined by your credit card company or financial institution. We cannot provide a specific rate that you will be charged at.

Q) Which carrier will my products be shipped with?
We regret that customers can not select their preferred carrier. Products will be shipped by our designated carrier.

Q) How much will shipping cost?
You will be charged at 2,500 JPY shipping to Asia (except China), North America, Middle East and Oceania, 3,000 JPY to Europe, 3,500 JPY to South America and Africa per order.
Please be aware that special shipping fees would be charged for certain items.

Q) The items I want to buy have different release dates. Can I order them together?
No. We are sorry, but you need to order multiple items that have different release dates independently.

Q) What countries can you ship to?
Shipping is available as follows:

India, Indonesia, Cambodia, Singapore, Thailand, Korea, Taiwan, Hong Kong, Macau, Philippines, Brunei Darussalam, Viet Nam, Malaysia, Australia, New Zealand, American Samoa, United States, Canada, Argentina, Ecuador, El Salvador, Cuba, Costa Rica, Colombia, Chile, Brazil, Peru, Mexico, Iceland, Ireland, Italy, United Kingdom, Ukraine, Estonia, Austria, Netherlands, Cyprus, Greece, Croatia, Switzerland, Sweden, Spain, Slovakia, Slovenia, Czech Republic, Denmark, Germany, Norway, Hungary, Finland, France, Bulgaria, Belarus, Belgium, Poland, Portugal, Malta, Monaco, Latvia, Luxembourg, Russian Federation, United Arab Emirates, Israel, Qatar, Kuwait, Saudi Arabia, Turkey, Bahrain, Jordan, Egypt, Morocco, South Africa, North Macedonia, New Caledonia, Puerto Rico, Martinique, Guadeloupe, Guam, Reunion

Q) My shipment has been stopped for customs clearance. Can this be prevented?
Unfortunately, we do not have control over this process. Delivery may be delayed depending on the customs clearance procedures for your country. Also please note that import taxes and other fees (such as customs clearance fees) may be imposed by your customs office or carrier. Taxes and fees incurred after shipment are the customer's responsibility. Import and customs regulations differ per region, so please contact your local customs office directly for more information.

Q) Why have I not received an order confirmation email?
Our order confirmation mails are automated, and a confirmation email will be sent after an order is successfully placed. If you have not received a confirmation email, please check your spam folder, log into your account to check your Order History, or contact customer support for further assistance.

Q) Why is my email completely unreadable?
All automated email notifications are encoded in UTF-8. Please change your browser's encoding settings if you're experiencing difficulty displaying them.

Q) I have contacted customer support. Why have I still received no reply?
Customer support is available Monday through Friday from 10am to 6pm (Japanese Standard Time). We reply to all requests in the order that we receive them, so during busy periods replies may be delayed. Also note that we will only accept support inquiries in English and Japanese.

Q) How can I change my profile information?
You can change your profile information from the “My Account” section of the site.

Q) Can I change the number of items I ordered?
After the order has been finalized we can no longer change the number of items ordered.

Q) How can I cancel my order?
We regret that we do not accept order cancellations.

Q) Can I purchase more than the individual purchase limit?
Please take note of the maximum number of each product available per customer. If you order more than this maximum purchase limit, your order will be subject to cancellation without warning.

Q) I seem to be having trouble ordering?
Should you be experiencing problems while ordering, we recommend upgrading your web browser to the latest version as well as disabling any blocking plugins or software you may be using. Should you still have trouble, please contact our customer support team.

Q) My package has been damaged during shipment, can I get a replacement?
The packaging is designed to protect the product. We regret that damage to the package itself does not warrant a replacement. We will refuse all claims regarding damaged packaging.

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