1. How to contact JPS
For general questions, purchase eligibility or sign-in problems, email hello@proxyshoppingjapan.com. Use an email address where you can receive our reply.
For an existing purchase or parcel, use the messages area in your JPS account. This option requires sign-in. If you cannot access your account, email us and include your registered email address and order reference.
2. Questions before you buy
Send the original Japanese product URL, the item or variation you want, the quantity and your delivery country. If the item contains batteries, liquids or other potentially restricted contents, mention them before requesting a purchase.
An inquiry is not a purchase or bid instruction and does not reserve stock. Availability, prices and auction deadlines can change while a question is being reviewed.
3. What to include in an order inquiry
Describe what happened and what you need help with. Clear references help us identify the correct transaction without unnecessary back-and-forth.
- Your JPS order, product item or parcel reference
- The original listing URL, if available
- A short description of the issue and relevant dates
- Screenshots, item photos or tracking details where useful
4. Wrong items, damage or delivery problems
Contact us promptly if an item appears incorrect or damaged, ideally before international shipping. Keep the original listing and any warehouse photos available.
For a delivery problem, keep the item, outer parcel, shipping label and all protective packaging. Photograph visible damage and provide the tracking number. Seller and carrier procedures and claim deadlines may apply; contacting JPS does not automatically guarantee a refund or compensation.
5. Keep your information safe
Never send your Google password, one-time verification codes, full payment card number or card security code. Do not include identity documents unless they are specifically requested for a relevant verification or shipment procedure.
Support information is handled as described in our Privacy Policy. Response time depends on the inquiry and whether information is needed from a seller, marketplace or carrier. Support cannot guarantee an answer before an auction or stock deadline.
6. Useful answers and service information
Check the Help Center for common questions about payments, fees, warehouse storage and shipping. The Terms of Service explain the conditions for using JPS.