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Buying FAQ
General
How does buying work?
What is requesting?
Is there anything I can't buy?
Communication
How do I ask the seller a question?
What should I do if the seller isn't responding?
Payment
What payment methods does FlutterScape support?
What currency are prices in?
What is the handling fee?
Shipping
Where does FlutterScape ship?
What are my shipping options?
Can I track my shipment?
Can I combine items to save on shipping?
Can I change my shipping details (address, method, etc) after ordering?
Do you gift-wrap?
Cancellation
Can I cancel my order?
My order was canceled. What should I do?
Post Purchase Customer Service
What should I do if I never got my order?
What should I do if got the wrong order?
What should I do if my item arrived broken?
Is there a warranty on my purchase?
My question isn't answered here. What now?
General
How does buying work?
Purchasing a product on FlutterScape is a safe and easy experience. As is the norm, just add an item that's for sale to your cart and proceed through checkout.
We pride ourselves on our ability to get hard-to-find items from Japan to your door with zero chance of fraud. Every item ordered on FlutterScape is purchased by another FlutterScape user located in Japan and delivered to our Tokyo logistics center. We inspect things before sending it overseas to you. This way we can assure you get exactly what you ordered, 100% of the time.
This highly personalized process (lots of love involved) can take just a bit of time to ship your order, but we think it's totally worth it. We strive to keep a one-week timeline to ship all orders:
- Within two days: We confirm your personal buyer can get your product. Your account is not charged until the seller can confirm their ability to purchase.
- Within seven days: FlutterScape will have your order en route from our logistics center to you.
What is requesting?
If you see something on FlutterScape that is not for sale but you wish to buy, you can request that someone start selling it. On the product page, where the "Add to Cart" button would be, there is the option to request that the item be put up for sale. Helpful FlutterScape users in Japan will spring to action and track the item down just for you. How nice of them.
Likewise, if you have an item in mind to buy that isn't on FlutterScape anywhere, you can easily upload it yourself and request that it be sold. The "Request" button on your account dashboard makes this super easy!
Is there anything I can't buy?
There are some Japanese products which are for domestic sale only. Also, depending on your country of residence some items can't be imported. As a rule, FlutterScape does not allow the sale or purchase of:
- Cash, checks, bills, shares or other securities
- Credit cards, ATM cards or other cards
- Savings/deposit books or withdrawal cards issued by a financial institution
- Live animals or plants, dead animals or stuffed specimens
- Human bodies, human body parts, dead bodies, human remains or mortuary tablets
- Food, drink or other items susceptible to deterioration in quality or decomposition
- Stimulants, cannabis, narcotics, psychotropic substances or any other illegal drugs
- Guns, swords or other weaponry, gun powder or other explosives, poisons or other deleterious substances
- Pharmaceuticals or medical equipment
- Child pornography, adult videos or other materials of an obscene nature
In the event that a prohibited product is listed and sold on FlutterScape the order will be canceled before any shipment is made.
Communication
How do I ask the seller a question?
If you have not purchased the seller's product the best way to communicate is via the comments on the product page. By leaving a comment the seller will be notified automatically by email.
Once a product has been ordered the seller's email address is viewable on your transaction page. You may then contact the seller more directly to make special requests and arrangements.
What should I do if the seller isn't responding?
In most cases sellers make a great effort to respond to other FlutterScape users. If a seller has not responded within two days of placing an order, FlutterScape will automatically intervene and resolve the issue.
If FlutterScape can be of assistance feel free to direct your inquiries to support@flutterscape.com.
Payment
What payment methods does FlutterScape support?
We accept Visa, MasterCard, JCB, Amex, and discover credit cards. We also accept payments via Paypal.
What currency are prices in?
All products are priced in Japanese Yen. Other currencies displayed are for reference.
What is the handling fee?
All orders are subject to a handling fee of 300 yen and 5% of the product's price. So a 10,000 yen item will have a 800 yen handling fee (300 yen + 500 yen). It's FREE!! we've reached a volume milestone and decided to share the joy to our beloved users.
Shipping
Where does FlutterScape ship?
We ship to over 40 countries. See the full list on our shipping page. If your country isn't on the list let us know at support@flutterscape.com. We can probably still get your order to you.
FlutterScape is also fully compliant with import and shipping policies of the countries we ship to. This includes shipping invoices affixed to every package to avoid Customs delays.
What are my shipping options?
We have two shipping options: EMS or SAL. The cost of both delivery methods is determined by the weight of the product being shipped.
EMS is our express option and typically arrives in about 3-11 days after being dispatched from our office.
SAL, our economy option, typically takes between 3-5 weeks to arrive once shipped from our office.
Can I track my shipment?
Yes, the status of both EMS and SAL deliveries can be tracked from the transaction screen of your account. We pay for tracking so you don't have to. Nice huh!
Can I combine items to save on shipping?
At this time, unfortunately, we cannot give discounts on combining shipments. If you would like multiples of the same product please contact us at support@flutterscape.com with your request.
Can I change my shipping details (address, method, etc.) after ordering?
Yes. Please email us at support@flutterscape.com within 48 hours of placing your order to ensure changes can be made before dispatching your order internationally. Please include your order ID and the requested change in the email.
Do you gift-wrap?
FlutterScape does not. But your awesome FlutterScape seller may if you ask nice enough. FlutterScape sellers are known for taking all sorts of requests.
Cancellation
Can I cancel my order?
Cancellation is generally not accepted. However, if you directly contact you seller before he/she purchases on your behalf, then a cancellation may be arranged. If your seller agrees to the cancelation please email us at support@flutterscape.com with your order ID and "Order Cancellation Request" in the email subject.
My order was canceled. What should I do?
In the event that your seller was unable to acquire your order, or in the event that you ordered a prohibited item, your order will be cancelled. We make our best effort to avoid cancellation and disappointment, on occasion hunting your product down ourselves.
In the event a cancellation is unavoidable we do apologize. Perhaps try requesting it again. Another enthusiastic FlutterScape seller is no doubt waiting to satisfy your request.
Post Purchase Customer Service
What should I do if I never got my order?
First check your order status in the transaction screen of your account. If your order has shipped please check the tracking status. If something has gone awry please contact us at support@flutterscape.com with you order ID.
What should I do if get the wrong order?
Please contact us at support@flutterscape.com with you order ID, as it appears in the transition screen of your account, and the order ID that appears on the package you received.
What should I do if my item arrived broken?
Please contact us at support@flutterscape.com with you order ID.
Is there a warranty on my purchase?
Warranty requests should be made directly to the seller. It is the seller's sole discretion to honor warranties.
My question isn't answered here. What now?
If your question is about selling please see our Selling FAQ first. If your question is more general please see our General FAQ. Otherwise, please send your questions to support@flutterscape.com.
