General Information

Announcements

• ★ HLJ Japanese Summer Holiday Schedule
• ★ Important information about your Private Warehouse
• Holiday Shipping and Customer Service Information 2022
• 2023 Japanese Golden Week Holidays Service Schedule

Account Information

• Updating Your Account Information
• How do I become a wholesale customer?
• Account Suspension

For New Customers

• About HobbyLink Japan
• The Checkout Process
• Import Duty and Tax
• Pricing
• For Customers In Japan

Terms and Conditions

• Terms & Conditions of Use
• Privacy Policy
• Copyright

General FAQ

• ★ What is Private Warehouse?
• Where is HLJ located?
• How do I change my name?
• Do your prices include shipping costs?
• Do your prices include tax or customs fees?
• Do you offer gift cards?

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Shopping With HLJ.com

Products

• Gift Wrapping Now Available!
• Replacement or Broken Parts

Order Status & Changes

• Order Status
• Making Changes to Your Order
• Returns & Refunds

Stock Status

• In Stock
• In Stock 3 - 5 Days
• [Month] Restock
• [Month] Release (Preorder)
• Backordered
• Order Stop

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Shopping FAQ

• ★ Why Wasn’t My Gundam Order Filled?
• How can I see prices in my currency?
• When will my backordered items be in stock?
• When do preorders start for an item?
• Can you give me more information about an item?
• What does it mean if stock status changes after I've ordered an item?

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Payments

Payment Methods

• Accepted Payment Methods
• Available Currencies
• Promotional Codes

Payment Problems

• Transaction does not appear on credit card statement
• I've Been Charged for an Unprocessed Order
• I’ve been double-charged for an order

Payment FAQ

• When will I pay for my order?
• How do I use store credit?
• How do I change my payment method?
• I can't find your payment page. How do I pay for my order?
• How do I change my currency?
• How can I use my PayPal balance to pay?

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Shipping

Shipping Methods

• ★ When Will My Package Arrive?
• ★ HLJ Quick Pack
• ★ Surface Parcel
• Shipping Methods Overview
• Shipping Methods by Country
• Standard International Shipping (usually ships by SAL)

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Handling Methods

• Ship Now
• Private Warehouse

Shipping Problems

• Surface Parcel is Slow and/or Missing. There Are No Updates on Tracking for my Package
• FedEx is requesting a TSCA or other form. What do I do?
• I can't see the shipping cost before I order
• There is a problem with my tracking information
• Items are missing from my package
• I received the wrong items

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Shipping FAQ

• Air Small Pack Identifier Number
• New Requirements for Shipments to South Korea (PCCC)
• How much will shipping cost?
• Which handling method should I use?
• How long does shipping take?
• When will you ship my order?

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Technical Issues

Troubleshooting

• I placed an order but have not received confirmation
• No shipping options in Private Warehouse
• My browser is having trouble with your site
• Where are my e-mails?
• Payment Problem Notices
• I can't log in to my account

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