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Frequently Asked Questions
  • Payment & Security
  • Shopping 'How To'
  • Pre-orders
  • General Shipping Questions
  • International Shipping
  • US Domestic Shipping
  • APO/FPO Shipping
  • ORM-D Consumer Commodity
  • Gundam
  • Gift Vouchers
  • Miscellaneous



  • Payment & Security
  • Is PJ's ordering system secure?
  • Yes it is. When making an order, your credit card data is encrypted using High-grade Encryption provided by GoDaddy.com and sent to our credit card processor, Authorize.net, via secure socket layer for your protection.
  • I live in the United States, will I have to pay sales tax?
  • There is a 9.75% surcharge only for California residents.
  • What forms of electronic payment do you accept?
  • We accept Visa, MasterCard, American Express, Discover, eChecks and PayPal on all orders. For the fastest shipping on International Orders, we recommend using American Express or a Verified PayPal account.
  • What is the Address Verification System (AVS)?
  • The Address Verification System (AVS) is an advanced level of credit card security to help thwart identity theft. When a user makes an online purchase with a credit card, their billing address is required. The house number portion and postal code of the billing address they enter is compared to the billing address on file with the card. If the address does not match, then the transaction is declined. Thus, address verification failed and the chance that this is a fraudulent transaction is too high to allow the transaction to go through. When AVS first started being used, a merchant could still process a card with an AVS mismatch for a higher processing fee. Some services still allow the merchant to do this but it does cost more money to process the un-verified card and it is not a good idea especially if the merchant is selling hard goods. If the merchant shipped goods that are bought with a stolen credit card then the merchant has not only lost the merchandise but is also responsible for the chargeback to the card. In other words, the merchant just lost double!

    If the address you entered does not match the address on file with the card then the transaction will be declined. If something is misspelled or if you have moved then the address will not verify. It is possible that your financial institution may have a bad address on file. In the event a card fails, then the only choice you have is to contact us through e-mail or telephone.
  • Do you accept Personal Cheque or Money Orders?
  • We accept money orders and personal cheques that are in U.S. dollars only. Postal Money Orders are preferred over Personal Cheques for US and International orders. Items paid with Personal Cheque will be held for 7 business days (for North American orders) and 12 business days (for International orders) if you plan on rendering payment using this method. We recommend sending these payments with a tracking service like Registered Mail or Delivery Confirmation so you know the payment arrives in a timely manner.
  • I live in country X, how much will X item cost in my currency?
  • We charge in United States Dollars (USD). Your credit card company then converts this into your own country's currency. Due to the constantly changing exchange rate, we cannot with absolute accurately tell you what you will pay, however we recommend you check the Currency Converter to get a very good estimate.
  • What kind of 'Dollar' (HK, CAN, US, etc.) do you accept?
  • We are based in the USA so our prices are listed in US Dollars only. But do not worry! Our payment processors will gladly accommodate and convert your foreign currency to US Dollar.
  • Shopping 'How To'
  • What does the expected date mean?
  • The approximate arrival date in which the item will arrive at our warehouse. We normally add one month to the Japanese release date in case of delays in shipping or customs processing at the port of entry.

    If 'N/A' is displayed, the arrival date is not available and unknown at the present time. Please check back later.
  • How do I place an order?
  • Placing an order with us is simple as 1-2-3.
    First, add the desired products to your shopping cart by clicking the "Add to Cart" button associated with the product.
    When you are ready to pay for the goods, click on the red "Checkout" button in the "My Cart" page where you will be prompted for your shipping and payment details.

    If you did not sign-in and have an account with us, you will be directed to the sign-in screen to complete your order.
    If you have not registered, click on the "Register" button to create an account.
  • How do I add an item to an existing, unshipped order?
  • To add an item to an existing, unshipped order, please contact our staff immediately through our Contact Us page or by e-mailing us at inquiry@plajapan.com with your Order Number and Request. Once we receive your e-mail, we will serve you immediately and request the necessary payment information and details to get you moving along.
  • I found another reputable online retailer on eBay, Amazon, Yahoo, etc. website that has the same in-stock product but at a lower delivered price. Can you match or beat their delivered price?
  • Yes, we will match and beat their advertised delivered price, guaranteed! We want to earn your business and provide you with best pricing and extraordinary service. Simply contact us at our Contact Us page or by e-mail at inquiry@plajapan.com and kindly provide the product URL and advertised delivered price. After we validate the content and determine that the delivered price is indeed lower, we will beat it and offer you a lower delivered price no questions asked. Offer does not apply to our wholesale client down-lines but to our direct competition. Thank you for your understanding, support and patronage!
  • How do I cancel or close my account?
  • To cancel or close your account, click on the "My Account" link located in the top right corner. Sign-in if necessary. On the "My Account Information" page, click on the "Delete my account." link and follow the prompts to complete account deletion.
  • How do discount bundles work?
  • We offer special discounted bundles that will save you plenty of cash in the long run. The bundle option packages the current item with another randomly selected item and applies a discount that we like to offer. Click on the "Add to Cart" button to add the bundled package into your cart. When you goto your cart, you will see the bundled item with the applied discount. Also, notice that your bundle can also be seen in the "Bundles" category and are available for purchase by other shoppers as well.

    1. Bundles can only be packaged in items of two.
    2. Customers can order as many bundles as they like.
    3. Customers must register or sign-in to randomize bundles. Guests can not randomize bundles.
    4. Bundles that have not been purchased after a period of 3 days are released back into inventory.
  • Pre-orders
  • How do I place a Pre-order?
  • Pre-order items are color coded in yellow and listed with an "Expected" Arrival date indicating the estimated date for the pre-order item to arrive at our warehouse.

    Listed below are our methods to place a Pre-order. We will not collect payment for your pre-order items until they are in-stock and ready to ship.
    1. Credit Card: This is the default pre-order payment method. Your credit card will not be billed until we are ready to ship your order whether in partial or full. To provide a higher level of security for you, it is our policy to verify each provided credit card through a simple authorization process. PlaJapan will make an authorization-only charge, which is then immediately reversed, to ensure the functionality of the credit card in our billing system. This authorization-only transaction may show up on your credit card invoice.

      Please use a credit card with an expiration date of at least one (1) year from now for hassle-free processing.

    2. Check, Money Order, or PayPal: Select "Check/Money Order/Store Credit/PayPal Later" as your payment method and we will send you an e-mail with payment instructions when the pre-ordered item is ready to ship.

    Our shopping cart system works by encrypting and sending the credit card information via a secure socket connection to our credit card processor so no unauthorized party has access to your information. This ensures that your information is kept confidential, safe, and secure.

    If you have any further questions, please contact us at inquiry@plajapan.com.
  • What does "Pre-order Closed" mean?
  • The "Pre-order Closed" status indicates our current pre-orders have exceeded or met the quantity we expect -or- that the item is in the process of confirming a guaranteed arrival date. Once a guaranteed arrival date is established, the item will be available for immediate pre-order.
  • Can pre-orders be cancelled?
  • Yes, pre-orders can be cancelled. If you were billed, please e-mail us for a refund request. A refund will take 3-5 business days to process before funds will appear in your account.
  • What is the meaning of 'N/A' for the Expected Arrival Date?
  • If the items availability attribute is set to "Pre-order Open", it will be re-stocked immediately upon Pre-order Reservation. Otherwise, the item does not have a definite re-stock date and the supply on hand will be limited.
  • What is the status of a Pre-order that has not arrived on or before the Expected Arrival Date?
  • In the majority of cases, the Pre-order is enroute to our location or re-scheduled to the next shipment that arrives on the following month. In rare situations, the manufacturer, without notice, cancels production and the item never gets produced, even though it was confirmed.
  • General Shipping Questions
  • How can I calculate or estimate the shipping cost?
  • To estimate the shipping and handling cost, add the desired items into your shopping cart and use the Shipping & Handling Calculator below on the My Cart page. You'll be prompted to select the destination country, zip code and if you will be shipping within California. Click once on the orange process button and it will display the USPS and UPS shipping options and respective costs to your address.
  • Do you offer Split Shipping Service?
  • Yes, we can Split Ship your order so you can receive the in-stock items immediately and pre-order items later when they arrive! If you purchased at least one pre-order item, you will be given the option of Split Shipment Service on the Checkout Shipping page. The cost for the Split Shipping Service is 25% of the Shipping and Processing Fee plus $4.00 for US customers and 50% of the shipping cost plus $8.00 for International customers. The Split Shipping Service is only good for one (1) additional shipment. Each additional split shipment, beyond the first, is counted as a separate split shipment charge.
  • My shipment hasn't arrived and it's exceeded the delivery time.
  • If you have not received your order or your shipment has exceeded the delivery time listed on the USPS or UPS website, do not worry. Your shipment is enroute to your location and please allow for the possibility of delays in the mailstream. If you purchased shipping insurance and you waited at least 30 days (Domestic) or 45 days (International) from the initial shipment date, we can file a claim for a reimbursement of the amount declared on your shipment.
  • What is the shipping schedule for USPS and UPS shipments?
  • United States Postal Service shipments generally ship out on normal USPS work days which are Monday through Saturday, excluding Sunday and Holidays. While, UPS shipments ship out Monday through Friday excluding Holidays.

    For example, if your order was placed and processed on Saturday or Sunday, it will be ready to ship on Monday.
  • International Shipping
  • I am from Canada. How much are import duties, if any?
  • We don't charge any import duties. For USPS shipments, gifts from friends and relatives valued at $60CDN or less are duty and tax exempt. More information regarding Post shipments are here (http://www.canadapost.ca/tools/pg/manual/PGcustoms-e.asp#1382717). For UPS shipments into Canada, we can mark your customs declaration at US$20.00 or less for free duty as shown on this page for Rates for Customs Clearance to Canada. But, if your package gets lost, damaged, or stolen, you will only be insured up to the amount declared for customs and PlaJapan Co. will not be responsible for any losses or damage incurred.
  • I'm an International or APO Customer. Am I able to track my shipments online?
  • If your country or APO location supports a basic delivery confirmation service, you may be able to track your International shipment online. All orders shipped Internationally include a Customs Declaration Number provided by the United States Postal Service (USPS) or a or Tracking Number provided by the United Parcel Service (UPS). When we ship your order, you will receive an e-mail confirmation containing the Customs Declaration or Tracking Number and a URL link to the Track & Confirm page. A basic tracking service (includes Acceptance & Delivery Confirmation) is available for USPS International services to most countries unless stated otherwise.

    Notice: The basic tracking service is not guarranteed on all parcels and the tracking status may take up to one week to update.
  • I am from Canada. Can I track my package with the Customs Declaration number?
  • Yes, you can. Please visit the Canada Post Track a Package site (https://em.canadapost.ca/emo/basicPin.do) and enter your Customs Declaration number. Upon querying, you will get a detailed status report for your package.
  • US Domestic Shipping
  • Does USPS Delivery Confirmation™ provide "real-time" tracking?
  • No, Delivery Confirmation™ does not provide real-time tracking for your package and only gives you the date, ZIP Code™ and the time your order has been delivered and scanned at the Post Office of addressee - it does not provide for any tracking through the mail stream. Without a definitive tracking system affixed to the service we are not able to tell you where the item is within the mail stream or when it will be delivered. For real-time tracking, select UPS or Express Mail Service (EMS) as your shipping and processing method. Please wait patiently and your order will arrive in a timely manner.
  • What is the difference between "Tracking" and "Confirming" the delivery of a package?
  • Tracking services provide detailed information. You will see the item scanned at acceptance, as it travels, and when it is delivered. Tracking information is available for all UPS Shipping Methods and Express Mail™ mailpieces only (including Global Express Guaranteed™* and Global Express Mail™*).

    Confirming services are designed to be a low cost alternative to full real-time tracking. Instead of seeing the acceptance information and updated scans as the item is enroute, Delivery Confirmation™ services provide assurance of delivery or of attempted delivery. This service is available with the purchase of the following:

    * Delivery Confirmation™ service.
    * Signature Confirmation™ service.
    * Certified Mail™ service.
    * Registered Mail™ service.
    * International Registered Mail™ service.
  • What if there is no delivery information available for a Delivery Confirmation™ / Signature Confirmation™ item?
  • This does not mean that the item has not been mailed. It means that it has not been scanned in as having been delivered.

    If you send an item using the Delivery Confirmation™ or Signature Confirmation™, you will be able to obtain delivery record by:

    1. Using the Track and Confirm website.
    2. Calling 1-800-222-1811.

    Delivery status information includes information about the date and time of the actual or attempted delivery. We use the USPS automated Electronic Delivery Confirmation™ system to process Delivery Confirmation™ numbers versus at the Retail Desk.

    1. Electronic Delivery Confirmation™ (including Click-N-Ship™) may (but is not required to) include the date and time of when it was picked up or accepted for shipment.
    2. Retail Delivery Confirmation™ that is brought into the Post Office™ for mailing will include an acceptance scan.
    3. It does not include tracking of the mailpiece enroute.
    4. If there is no scan event information available for your mailing, you will receive a message similar to one of the following:
      o "No information is available for this item. Please contact the sender."
      o "There is no record of that item. If it was mailed recently, information may not yet be available. Please try again later."
  • APO/FPO Shipping
  • Do you ship to APO/FPO addresses?
  • Yes, we do ship to APO and FPO address via U.S. Postal Service (USPS). Choose USPS as the shipping method and enter your address in the proper format.

    • Address: enter your 'Division Number, Box Number'.
    • Suburb: leave blank.
    • City: enter 'APO' or 'FPO'.
    • State: enter 'AE' or 'AP'.
    • Zip: enter the 5-digit Postcode of the current location.
    • Country: select the 'United States' or the country you reside in.
  • May I track a package shipped to an APO/FPO address?
  • USPS currently does not provide Delivery Confirmation tracking information to overseas APO/FPO addresses. We'll manually send you an e-mail status report showing the progress of your shipment. Please check USPS' web site for details.
  • How long does it take to receive my package with an APO address?
  • The delivery time by USPS to APO/FPO addresses vary and it is out of our control. Sometimes it takes a very long time. We occasionally although rarely experience package lost by USPS.
  • ORM-D Consumer Commodity
  • ORM-D Consumer Commodity Shipping - Ground Only Items
  • Some of the items sold are designated by the U.S. Department of Transportation as hazardous materials that present a low risk of hazard during transportation due to their contents being flammable or under pressure. Therefore, these items are restricted to shipment via a ground service. Some examples are Mr. Super Clear Flat, paint thinners, and other aerosol products. These items are clearly identified in the product description as follows:

    GROUND SHIPPING ONLY. Due to various U.S. Department of Transportation regulations and U.S. Postal Service restrictions, this item can only be shipped UPS Ground, USPS Parcel Post or USPS Priority Mail (California only) within the USA and Canada.
  • Will you ship ORM-D Consumer Commodity items to destinations outside of the 48 contiguous US states and Canada?
  • Yes. Shipments to Alaska and Hawaii will be shipped by USPS Parcel Post. On the other hand, shipments to U.S. Territories and all International destinations (except Canada) are considered airfreight and ORM-D Consumer Commodity items cannot be included in orders shipped to any of these locations.
  • What does the ORM-D Consumer Commodity Designation Mean?
  • ORM-D stands for "Other Regulated Material - Domestic" and is a designation assigned by the U.S. Department of Transportation for shipment of certain types of hazardous materials. The proper shipping name for all ORM-D material that is packaged in a form intended or suitable for retail sale is "ORM-D Consumer Commodity."
  • Why can't you ship ORM-D Consumer Commodity items by air?
  • Due to the potential for a catastrophic event as a result of pressures at high altitudes, and the fact that some air shipments travel in cargo holds of planes that also carry passengers, the U.S. Department of Transportation has strict restrictions on the shipment by air of any hazardous materials, including ORM-D Consumer Commodities. In order to ship items considered to be hazardous materials by air, including ORM-D Consumer Commodity items, the shipper must be licensed as a hazardous materials shipper and must comply with special packaging, labeling, and paperwork required for these shipments. PlaJapan.com is committed to the safety of our carriers and the public at large.
  • How do you ship orders that include ORM-D Consumer Commodity items?
  • Orders containing items classified as an ORM-D Consumer Commodity, will only be shipped via UPS Ground, USPS Parcel Post or USPS Priority Mail (California only). All other non-Ground UPS services are considered air shipments and the U.S. Postal Service considers Priority Mail as an air shipment. If your order contains ORM-D Consumer Commodity items in addition to other items, the entire order will be shipped via UPS Ground (even if you selected an expedited shipping method), USPS Parcel Post or USPS Priority Mail (California only). For expedited service and processing, we recommend that you place all ORM-D Consumer Commodity items on a separate order if you require faster shipping of your other items.
  • Gundam
  • What are the scales and sizes for each grade (MG, PG, HG, NG, JG, etc.)?
  • 1. 1/35 JG ("Jumbo Grade"), is the largest grade at 1/35 ratio. JGs are pre-assembled model kits but their size and scale stands apart from the rest with detail on par with a High Grade. Usually, the JG comes in a deluxe display box.

    2. 1/60 PG ("Perfect Grade"), is the second largest scale but it has the most articulation and detail in any model kit at 1/60 ratio. These kits take the most time to assemble on average of 1 to 3 weeks and finish with fantastic results.

    3. 1/60 "Big Scale Real Detail" is the same scale and size of a "Perfect Grade" with detail and articulation approximating a "Master Grade." You would expect a price similar to a "Perfect Grade" but the price is reasonable and within the price range of the "Master Grade" series.

    4. 1/100 MG ("Master Grade"), is a superbly articulated and detailed at 1/100 ratio. These affordable kits take usually 4 to 7 days to assemble and perfect with impressive results. This series is definitely a crowd pleaser and family favorite.

    5. 1/100 "No Grade", is a good scale and grade with excellent articulation and detail at 1/100 ratio. These affordable kits take usually 4 to 7 days to assemble and perfect with impressive results. This series is definitely a crowd pleaser and family favorite.

    6. 1/144 HG/HGUC ("High Grade"), is a good scale and grade with excellent articulation and detail at 1/144 ratio. These affordable kits take usually 2 to 5 days to assemble and perfect with impressive results. This series is definitely a crowd pleaser and family favorite.

    7. 1/144 "No Grade" model kits have detail almost to par with the 1/144 High Grade counterpart but with less joint articulation. 1/144 "No Grade" scale model kits have a black label showing "1/144 Collection Series" and series number on the bottom left hand corner, the name in Japanese and English on the top center and an illustration of the Gundam superimposed over it. These kits have no distinct grade and only have the scale and grade of "1/144" explicitly mentioned on the box and in the name with nothing else.

    Here are some examples of 1/144 "No Grade" model kits:
    • 1/144 No.03 ZGMF-X24S Chaos Gundam
    • 1/144 ZGMF-X88S Gaia Gundam
    • 1/144 ZGMF-X56S/β Sword Impulse Gundam

    They have few parts and assembly is quick and easy. These economical kits are perfect for beginners who want to save money before moving onto the next difficulty. Advanced modelers enjoy combining these kits to create their own designs and they are just great for anyone who wants to keep their hands busy.

    8. 1/200 HCM ("High Complete Model Progressive"), measures approximately 90mm. and has all the articulation, detail, and moves of it's Master Grade counterpart while keeping it's scale to a playable and compact 1/200 size. The ABS construction gives HCM pro figures a sturdy and solid feel that exudes quality and unlimited pose-ability and fun.

    9. 1/400 Gundam Collection, is the "No Grade" scale counter part for model starships and mobile armor. The series is affordable, features diorama ready models, and are a collectors favorite.

    10. 1/550 HGM ("High Grade Mechanics"), is the "High Grade" scale counterpart for model starships and mobile armor. The series has been on hiatus for some time allowing future starships and mobile armor to be created under the EX Model and Gundam Collection series.

    11. 1/1700 EX ("Excellent") Model, is the right scale for model starships and mobile armor. The detail and articulation is astounding compared to the size and scale of the kit.
  • Gift Vouchers
  • Purchasing Gift Vouchers
  • Gift Vouchers are purchased just like any other item in our store. You can pay for them using the standard payment method(s). Once purchased the value of the Gift Voucher will be added to your own personal Gift Voucher Account. If you have funds in your Gift Voucher Account, you will notice that the amount now shows in the Shopping Cart box, and also provides a link to a page where you can send the Gift Voucher to some one via email.
  • How to Send Gift Vouchers
  • To send a Store Credit you need to go to our Send Store Credit Page. You can find the link to this page in the Shopping Cart Box in the right hand column of each page. When you send a Store Credit, you need to specify the following: the amount, name, e-mail address, and a short message to the person you are sending the Store Credit to. You don't have to send the full amount that is in your Store Credit Account. Please ensure that you have entered all of the information correctly, although you will be given the opportunity to change this as much as you want before the e-mail is actually sent.
  • Buying with Gift Vouchers
  • If you have funds in your Store Credit Account, you can use those funds to purchase items from our store. At the checkout stage, an extra checkbox will appear. Ticking this box will apply those funds in your Store Credit Account. Please note, you will still have to select another payment method if there is not enough in your Store Credit Account to cover the cost of your purchase. If you have more funds in your Store Credit Account than the total cost of your purchase the balance will be left in you Store Credit Account for the future.
  • Redeeming Gift Vouchers
  • If you receive a Gift Voucher by email it will contain details of who sent you the Gift Voucher, along with possibly a short message from them. The Email will also contain the Gift Voucher Number. It is probably a good idea to print out this email for future reference. You can now redeem the Gift Voucher in two ways.

    1. By clicking on the link contained within the email for this express purpose. This will take you to the Redeem Voucher page. You will then be requested to create an account, before the Gift Voucher is validated and placed in your Gift Voucher Account ready for you to spend it on whatever you want.
    2. During the checkout process, there will be a box to enter the Gift Voucher Code. Enter the code there, and click the redeem button. The code will be validated and added to your Gift Voucher account. You can then use the amount to purchase any item from our store.
  • When Problems Occur
  • For any queries regarding the Gift Voucher System, please contact the store by email at inquiry@plajapan.com. Please make sure you give as much information as possible in the email.
  • Miscellaneous
  • Where is PlaJapan located?
  • We are located in Cerritos near Los Angeles, CA. Sorry, we don't have a physical store yet.
  • Do you sell knock off models, toys or merchandise?
  • In three words: never, never, never.
  • I'm interested in product X but I can't find it. Could you carry product X?
  • Yes, absolutely! If it's available in Japan, we can stock it. Please e-mail us your item request and we will be very glad to help you find it. We look forward to hearing from you!
  • What is "Blind Packaging"?
  • Blind packaging is a new, popular way of selling action figures and miniatures. Items that are described with blind packaging will contain one (1) random figure out of multiple (usually more than one; i.e. n-tuple; ) styles or figures depicted or shown on the packaging or listing picture.

    For more information and clarification visit :
    About.com site: What is blind box packaging?
  • What is a Pla-Model?
  • Pla-Model is the Japanese phrase for "plastic model". The prefix "pla" is also used in the word "gunpla" which translates loosely as "plastic Gundam model(s)".
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