User Guide
1) Open the product page of the product you wish to order.
Select the product you wish to order and click the “Add to Cart” 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 drawer 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, /Quantity in the “Quantity change button” Once you have confirmed your order is correct click, “Checkout” to start the checkout process. If you wish to continue looking at more products, click the “X” button to close Shopping cart drawer and continue shopping .
3) Sign in or Register an account.
At PONYCANYON SHOP, you can purchase without registering for membership. For more information about Guest Purchase, click here.
4) (If you are signed in ) Select the Shipping Address or add new address with “Use a different address” button.
5) Please confirm all the details regarding your order, and fill out payment information then click the “Pay now” button to complete your order.
■ Registering an Account
Before you can check out an order on the PONYCANYON SHOP, you can sign up for an account. Please click the “Sign in” link 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 Sign in with your email address and verification code.
Additionally, at PONYCANYON SHOP, you can also use "Guest Purchase" which allows you to shop easily without registering for membership. For more information about Guest Purchase, click here.
■ How to Contact
1) Click "Contact Us" in the footer.
2) Fill out your name, email address, phone number, and message. For order-related inquiries, please ensure you include your order number.
3) Click the "Send" button.
■ Shipping Information
We regret that you cannot specify your carrier. Products will be shipped by our designated carrier. Refer to the frequently asked questions below regarding shipping costs. Please be aware that special shipping fees will be charged for certain items.
All orders will be sent in one shipment, as soon as all items ordered are in stock. This also applies to orders containing both pre-order and in-stock 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
At PONYCANYON SHOP can be purchased via credit card, PayPal, Google Pay, Apple Pay, and Meta Pay.
Available credit card brands:
List of credit cards available on Shopify (confirmation required):
• Visa
• Mastercard
• Discover
• Diners Club
• American Express
• JCB (as third party)
Other available payment methods:
• PayPal
• Google Pay
• Apple Pay
• Meta Pay
■ 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 PONYCANYON via the "Contact Us" page within 9 days of product delivery. If PONYCANYON 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, PONYCANYON 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, PayPal, Google Pay, Apple Pay, and Meta Pay.
Q) Which credit cards can I use?
You can use Visa, Mastercard, Discover, Diners Club, American Express, and 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?
Payment will be made in the currency of the shipping destination. If the destination’s currency is not supported, payment will be processed 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 cannot select their preferred carrier. Products will be shipped by our designated carrier.
Please check your shipping cost from below. Please be aware that special shipping fees will be charged for certain items.
Q) The items I want to buy have different release dates. Can I order them together?
All orders will be sent in one shipment, as soon as all items ordered are in stock. This also applies to orders containing both pre-order and in-stock 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.
Q) What countries/regions can you ship to?
Shipping is available as follows:
Argentina, Australia, Bahrain, Belarus, Brazil, Brunei Darussalam, Cambodia, Canada, Chile, Colombia, Costa Rica, Ecuador, Egypt, El Salvador, Guadeloupe, Guam, Hong Kong, Iceland, India, Indonesia, Israel, Jordan, Kuwait, Macau, Malaysia, Martinique, Mexico, Monaco, Morocco, New Caledonia, New Zealand, North Macedonia, Peru, Philippines, Puerto Rico, Qatar, Reunion, Russia, Saudi Arabia, Singapore, South Africa, Korea, Switzerland, Taiwan, Thailand, Turkey, Ukraine, United Arab Emirates, United States, Viet Nam
*Sales are currently suspended in the following countries and regions:
Bahrain, Belarus, Egypt, Iceland, Israel, Jordan, Kuwait, Qatar, Russia, Saudi Arabia, Turkey, Ukraine, United Arab Emirates
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 emails 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.
For more information about Guest Purchase, click here.
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/Profile” 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 guarantee a replacement. We will refuse all claims regarding damaged packaging.
For more information about Guest Purchase
■ About Guest Purchase
At PONYCANYON SHOP, you can use "Guest Purchase" which allows you to shop easily without registering for membership.
Important Notes
• Coupons cannot be used. If you wish to use coupons, please register for membership.
• Delivery is only available to your own home address.
Payment method are credit card, PayPal, Google Pay, Apple Pay, and Meta Pay.
• You will not be included in newsletter distribution by default. (You will be included if you choose to allow newsletter distribution yourself)
Q) Can I check my order details?
Once your order is completed, a confirmation email will be sent automatically, so please check that. Even without a My Account page, you can access the order page by clicking the "View your order" button in the Order Confirmation email.
Q) Can I check my shipping status?
If you install the Shop app, you can check the status in the Orders tab of the app.
If the email address on your Shop App account matches the email address you used when making your purchase on our Shopify store, and a valid tracking number is available, your shipment will be automatically tracked in the app.
Q) I didn't receive an order confirmation email.
A confirmation email is sent automatically when your order is completed. If you haven't received it, please contact customer support
Q) If I register for membership after placing an order, can my past orders be linked?
If you register for membership using the same email address that you used for guest purchase, it is possible to link your past orders.
