Ordering Frequently Asked Questions

1. Does japanvideogames.com accept phone, fax or regular mail orders?

We definitely do! To place an order, please call our number at 626-281-6188, or mail in your order to

Japan Video Games
1509 W. Valley Blvd.
Alhambra, CA 91803

To purchase by fax, please send orders to 626-281-6182

2. Does japanvideogames.com ship internationally?

Japan Video Games has gone international!

We have partnered with Bongo International to offer our international visitors the ability to make purchases from our website. Bongo International provides it’s customers with their very own US address (not a P.O. Box).

Once you have a US address, you will be able to make purchases at Japan Video Games as well as other US based online retailers. Bongo receives your purchases and logs them into their online system where you can consolidate them with other orders.

This process saves international customers up to 82% off typical international shipping rates.

Click Here to get your own US address with Bongo International”

3. I did not receive an order confirmation, was my order submitted successfully?

If you have clicked the submit order button but did not receive a confirmation, we may have received your order, but connection to your PC may have been interrupted. In these cases, please do not re-place the order online. We will not charge your credit card twice, please give us a call at 626-281-6188 to speak with an order specialist to verify your order.

4. I think I placed a duplicate order, how can I check?

Please call our customer service line at 626-281-6188 to speak to an order specialist. We can cancel/void out your duplicate order as long as it has not been shipped. If an order has been shipped by UPS, please refuse the package when it arrives and you will be refunded in full less shipping and handling. If shipped by USPS, please do not open the package , please take them to your local post office and request RTS (return-to-sender) at no additional charge. As soon as the item arrives safely back at our location, you will receive a full refund less shipping and handling. Opened packages cannot be accepted at local post offices, you will then be responsible for all applicable return fees.

5. How do I check my order status?

Please log in to your account and click on Review Orders / Track Packages.

6. Can I add, change, or remove items from my order after it has been submitted?

Sorry, one an order has been placed, an order cannot be edited. Please contact us at 626-281-6188 an speak to a customer service representative so that we can cancel the order.

7. How long do items take to process and how long will it take to reach me?

In stock items generally take process within 24 hours. Shipping times vary by location, please refer to the chart below for general shipping times.

8. Do you give bulk discounts for volume orders?

Certain orders may qualify for bulk discounts. To make sure your item qualifies, please contact 626-281-6188 and request our wholesale department.

9. Can cancelled orders be reinstated?

Sorry, cancelled orders must be re-placed on the website.

10. Does japanvideogames.com sell or release personal information?

Japanvideogames.com will in no way sell or release any personal information under any conditions. We respect the privacy of our customers and any personal information will only be used for order processing purposes only. Please refer to our privacy policy to learn more.

11. Does japanvideogames.com offer a mail catalog?

Sorry currently, our catalog is only on japanvideogames.com

12. Why is my order cancelled?

If we cannot verify billing and shipping addresses within 7 days, an order will be cancelled. The order must be re-placed on the website.

13. What do I do if an item is out of stock or backordered?

If an item is backordered or out of stock, you will be notified via email with an estimate time of arrival for that item. You can then decide if you would like to keep the item for a future shipment date, or remove that item from the order and have the remainder of the items shipped. A refund will be given for out of stock or backordered items.

14. I didn't receive my full order,what do I do now?

Please call customer service immediately at 626-281-6188 for assistance.

15. Is japanvideogames.com secure when ordering? What security features are available when ordering?

Japanvideogames.com has partnered with ControlScan.com to conduct daily scans of our website to ensure that our website is 100% safe. In addition, our website is protected with SSL (secure socket layer) encryption, the highest standard in Internet Security. All information: credit card numbers, names, addresses, passwords, are all fully protected and encrypted using a secure server. Your credit card information is never emailed or kept on file. We believe that this is the safest way to handle all credit card transactions.