Thank you for using the GROOVE ONLINE SHOP.
This page provides guidance on how to place an order on the GROOVE ONLINE SHOP.
▪️How to Order▪️
Open the product page you wish to order.
Select the desired product and click the “Add to Cart” button. The item will be added to your shopping cart.
Before proceeding to the next step, you can continue to add multiple items to your cart.
Once all desired items are in your cart, click the “Shopping Cart” button to proceed with your order.
On the shopping cart page, you can review the items and prices in your order.
To change the quantity of any item, adjust the number in the “Quantity” field and click the “Update” button.
After confirming that your order details are correct, click “Checkout” to begin the payment process.
If you wish to continue shopping, click the “Continue Shopping” button.
Please register for an account and fill in the necessary details on the checkout page.
▪️Account Registration▪️
You must register for an account before confirming your order on the GROOVE ONLINE SHOP.
To create an account, click the “Sign In/Register” button.
Once your account is created, you can proceed to checkout.
If you already have an account, please log in with your username and password.
Checkout Page:
*All checkout information must be entered using unaccented Roman characters. Other languages or characters cannot be used.*
▪️1. Shipping Address
Enter the address where you would like your order to be delivered.
If you have a saved address, you can select it at this step.
After confirming the details, click “Next.”
▪️2. Shipping Method
Choose your preferred shipping method.
For details on shipping methods and costs, refer to the “Shipping Information” section of this user guide.
After selecting the method, click “Next.”
▪️3. Payment & Billing
Select your payment method and billing address.
If your billing address differs from your shipping address, you can enter a different address here.
For more details, refer to the “Payment Methods” section of this guide.
After selecting a payment method, click “Next.”
▪️4. Final Confirmation
After confirming your order details, click the “Proceed to Checkout” button.
▪️Shipping Information
The GROOVE ONLINE SHOP offers three shipping options.
International Express Shipping is generally handled by EMS (Express Mail Service), though we may use DHL or FedEx in some cases.
Please note that you cannot choose the shipping carrier.
Items typically arrive within 7 to 30 days after shipment (may vary depending on your location and carrier).
Once a shipping method is selected, it cannot be changed.
▪️Additional Shipping Information
The shipping date varies depending on the product.
Please check the release date of each product.
After shipment, an automatic confirmation email with tracking details will be sent.
Please note that unexpected delays may occur during shipping.
▪️Payment Information
Orders on the GROOVE ONLINE SHOP can be paid by credit card or PayPal.
Credit Card:
We accept VISA, MASTER, and AMERICAN EXPRESS.
PayPal:
You may also use PayPal. Select this option at checkout and enter your payment details on the PayPal website.
▪️Frequently Asked Questions
▪️Payment Methods
Q) What payment methods are available?
A) We accept credit cards (VISA, MASTER, AMERICAN EXPRESS), PayPal, UnionPay, Alipay, and WeChat Pay.
Q) My credit card isn't working.
A) Please contact your credit card issuer.
Common issues include expired cards, credit limits exceeded, authorization failures, or incorrect billing address.
Q) Can I change the payment method after placing an order?
A) No, you cannot change between credit card and PayPal after the order is placed.
Q) In what currency will I be charged?
A) You will be charged in Japanese Yen (JPY).
Q) What is the exchange rate?
A) Exchange rates are determined by your credit card company or financial institution.
We cannot provide the exact rate.
▪️Shipping Information
Q) Which shipping carriers are used?
A) For domestic shipping in Japan: Sagawa Express, Japan Post, or Yamato Transport.
For international orders: EMS (Express Mail Service), or occasionally DHL.
Q) Can I specify a delivery date and time?
A) We’re sorry, but currently we do not offer this service.
Q) Can I change my shipping address?
A) You can change the address at any time before your payment is completed.
Q) When will I receive my order? Has it been shipped?
A) Shipping schedules vary by product.
Please check the release date on the product page.
Note that production delays may affect this date.
Delivery time also depends on the destination country.
Once your order ships, a confirmation email with tracking information will be sent.
Q) Can I combine multiple orders into one shipment?
A) No. Please place all desired items in a single order.
We cannot combine separate orders.
Q) My package is being held at customs. Can this be prevented?
A) Unfortunately, we cannot control the customs process.
Delays may occur depending on your country’s import procedures.
Please note that customs duties and handling fees may be charged by customs or shipping carriers.
Any taxes or fees incurred after shipment are the responsibility of the customer.
Import regulations vary by region; please contact your local customs office for details.
All international orders are shipped via Japan Post EMS.
Any additional customs duties or taxes incurred are the responsibility of the customer.
- Shipments to Mainland China require a valid Resident ID number (or passport number).
- We are not responsible for customs issues or confiscations arising from the use of forwarding services.
- If customs clearance fails due to incorrect information, we will refund only if the item is returned.
If the item is not returned to us, we cannot offer a refund. If you wish to receive the item again, you must place a new order.
- In case of customs holds during international delivery, we are unable to intervene.
Please contact your local customs or postal authority directly. We cannot resolve these issues for you.
Q) Refunds due to issues caused by the customer (e.g., customs issues, false declarations, long absence)
A) If the item is returned to Japan, any return shipping costs will be the responsibility of the customer.
Shipping fees, return fees, and service charges will not be refunded under any circumstances.
A refund for the product itself will only be issued if the returned item is confirmed to be in a resaleable condition.
Damaged, soiled, or devalued items will not be eligible for refund.
▪️Use of Forwarding Services
If you choose to use a forwarding service, all responsibility—including communication with the service provider—lies with the customer.
We assume no responsibility for any delivery issues, customs problems, or damages resulting from the use of such services.
▪️EMAIL
Q) Why didn’t I receive an order confirmation email?
A) Order confirmation emails are sent automatically after a successful order.
If you didn’t receive it, please check your spam folder, review your order history via your account, or contact customer support.
▪️Other
Q) I contacted customer support but haven’t received a reply.
A) Customer support is available Monday to Friday from 10:00 a.m. to 5:00 p.m. (JST).
Response times may be delayed during busy periods.
Support is available in Japanese or English only.
Q) Can I change the quantity of an item after ordering?
A) No. Quantity changes are not allowed after the order is confirmed.
Q) I want to cancel my order.
A) We’re sorry, but we do not accept cancellations once an order is placed.
Q) I'm having trouble placing an order.
A) Please ensure your browser is up to date and disable any blocking plugins or software.
If the problem persists, contact customer support.
Q) The package was damaged during delivery. Can I request a replacement?
A) Packaging is intended to protect the product.
We do not accept claims for damage to the packaging itself.
Q) What is the minimum age to use the GROOVE ONLINE SHOP?
A) Parental consent is required to use our shop.
If a minor makes a purchase, it is assumed the transaction was conducted under the supervision of an adult.
We do not guarantee that the content on our website is appropriate for minors.