Cancellations

FOR ORDERS IN PROCESSING STATUS :

In the case that customers would like to cancel their order, please contact us within 1-hour after the order is paid. We will confirm of the possibility of cancellation and process it if possible since we reserve your items and start processing your order shortly after you place it.. Please understand that if the order has been processed or 60-minutes have passed, you'll need to follow our returns process.

*Please note, if cancellation is approved, a transaction fee of approximately 3-3.5% may apply due to currency exchange rates or processing fees between banks. This fee is not covered by our company, and we are unable to assume responsibility for such charges.

FOR PRE-ORDERS :

Due to the "limited quantity" characteristic, our Pre-Order responsibilities will be much higher than for mass-produced items. So if you cancel your pre-orders, we will hold you partially responsible for us:

  • Pre-orders canceled up to 7 days before the release date will be subject to a cancellation fee of 10% of the item price. (That means we will refund you 90% of the value of the pre-order order.)
  • Cancellations after this deadline will be charged a 15% cancellation fee for the pre-ordered item. (That means we will refund you 85% of the value of the pre-order order.)
  • If the release date is delayed, you will not be entitled to free cancellation because the order has been placed and paid for. We have no right to interfere with the release process of the product by the manufacturing company.

FOR ORDERS THAT HAVE NOT BEEN RECEIVED :

- In the case of “Loss of package due to loss in transit”, please notify us immediately so we can handle it according to the following steps:

  • Mark customer orders as "during refund request processing".
  • Verify one more time with the carrier.
  • Notify you of the status of your order and refund within 30 days from the date of verification with the reason of "lost item"

- In the case of “Customers do not pay import tax”, please consider one more time before contacting us and requesting a refund. The reason is:

  • Import fees in your country are not our responsibility. This applies to all e-commerce platforms.
  • Due to the high cost of international shipping and you will have to pay for two-way shipping, even the shipping fee may be higher than the order value

Therefore, we recommend that you pay the import fee to be able to receive your goods.
- In the case of "No recipient", this is completely the fault of the customer, so we will send you a notice requesting to receive the goods or pay the two-way international shipping fee.

FOR ORDERS IN "ORDER RECEIVED" STATUS :

Note: We only accept damage resolution or refund/return requests if the customer attaches a video of the unboxing process that captures the moment you start opening and inspecting the items inside and gets more pictures as detailed as possible.

  • Once you have received the item and you want a refund, please review the conditions for accepting / not accepting refunds  at the “30-Day Exchange-Return and Refund Policy” before making a decision to request a refund.
  • YOYO JAPAN does not cover any fees charged by your credit card company or PayPal when processing refunds. All such charges are the responsibility of the customer.
  • YOYO JAPAN cannot offer any form of cash compensation for orders canceled without payment for any reason, including but not limited to manufacturer cancellations, stock shortages, or delays in release date.

*Cancel from Us

While we strive to maintain accurate product availability information, unforeseen circumstances may arise that could impact order fulfillment. Be assured that if such a cancellation becomes necessary, YOYOJAPAN Store will promptly notify you. Your understanding and cooperation are highly valued in facilitating a seamless ordering process.

1. Manufacturer Cancellations or Delays

  • Manufacturer Cancellations: In less common cases, the manufacturer may cancel a product's production or availability. Should such a situation occur, our customer support team will promptly notify affected customers and provide suitable alternatives or refunds.
  • Manufacturer Delays: Manufacturers may occasionally face delays in product release dates. We always assure our customers that we will do our best to keep you informed of any such delays and provide updated estimated delivery times as soon as possible.

2. Force majeure circumstances

While we accept cancellations in most cases, there are rare instances where we may be forced to cancel your order due to force majeure circumstances, such as strict customs regulations in your country or if your order is flagged as a risky payment status. However, rest assured that if such a cancellation is necessary, YOYOJAPAN Store will proactively inform you. We appreciate your understanding and cooperation in ensuring a smooth ordering process.