Let our xPlanet specialists shop for you if the gift you want is not ranked on our site. Contact us at info@xplanet.biz and request your personal shopper now.
We take great pride in providing first class customer service. We present our Customer Service information in five sections:
Shipping and Handling Summary:
We ship our products everywhere in the world subject to a few limits. The shipping and handling charge depends on the destination, size, weight and the value of your order. Please refer to the charts below for charge and delivery time estimates. We will show the exact charge during the checkout process, prior to your confirming your order.
| Weight (Kilograms) | Priority Southeast Asia 1-2 weeks |
Priority Europe and N and Central Americas 1-2 weeks |
Priority Africa and South America 1-2 weeks |
Surface 8-12 weeks |
|---|---|---|---|---|
| Up to 0.5 | $15.00 | $20.00 | $35.00 | $20 |
| 1 | $25.00 | $35.00 | $60.00 | $35 |
| 2-5 | $30.00 | $45.00 | $85.00 | $45 |
| 5-10 | $50.00 | $60.00 | $105.00 | $60 |
| 10-30 | $60.00 | $80.00 | $125.00 | $80 |
| 30-45 | Surface Only. We will contact you upon order. | |||
It is unlikely that we can change your shipping information after you have confirmed your order. We apologize for any inconvenience. If you have questions about shipping after your order, however, please contact us right away.
For items that you ship by surface, when the item is ready for delivery, the surface company will call you to schedule a delivery time. Please be sure to provide a daytime phone number when you enter the shipping address, so the surface company can contact you when the order has arrived. You should obtain the surface company's phone number in case you need to change the delivery time. For most surface items, delivery is only to the outside of your building or premise. Please arrange for help to move it if needed, and please be sure someone is available to sign for the delivery at the scheduled time. We ask that you always inspect your package for damage before signing for the delivery. If the package is damaged but the merchandise looks unaffected, note the damage on all delivery receipts before signing. If the package is damaged to an extent the merchandise may be damaged, please refuse delivery and contact us.
Customs Duties You may be subject to import duties which are levied once a shipment reaches your country. Additional charges for customs clearance must be paid for by you as we have no practical way to predict or control these charges. Customs policies vary widely from country to country so you should contact your local customs office before ordering from us if you want further information. Additionally, when ordering from us, you are considered the importer of record and must comply with all applicable laws of the country in which you are receiving the goods.
Generally, customs forms for international packages will list the value of your order's contents and product type. Also, we may provide certain order, shipment and product information, to our international carriers, and such information may be communicated by the carriers to customs authorities in order to facilitate customs clearance and comply with local laws. Even if the order is a gift, the customs authorities typically require us to state the value of the gift item directly on the package and they may assess duties.
Your privacy is important to us so we would like to point out that customs authorities may sometimes open and inspect international packages.
Companies selling over the Internet are subject to the same sales tax collection requirements as any other retailers and accordingly at times we may need to assess sales tax to your order.
Order Confirmation We will send you an order confirmation by email. This confirmation will contain a summary of your order. You can get more information on your orders by going to Order History. We also generally send a shipping notification email when your order ships although there are a few exceptions in cases where your item ships from an off-site distribution center.
Tracking Shipment Visit Order History to check the status of your shipments. If you wish to receive your shipper's tracking information, please contact us and we'll be glad to provide it to you.
Order History Your order history enables you to review your history of orders from xPlanet. Use this helpful feature to reference items that you have ordered in the past, items that you are in the process of ordering.
Return Summary: We take pride in our customer service. You can generally return any product for a refund or exchange for any reason within 14 days from the date you receive the product based on the guidelines below.
Return Procedures: Fill out the return form on the back of the packing slip that came with your order or just include a note letting us know why you are returning the product. Please include the original order number, your name, address, e-mail address, telephone number, your xPlanet customer account information and the reason for the return. Pack your product with the completed form in the original package if possible and send it to xPlanet at:
2-1-1-601 Tsukuda
Chuo-Ku,
Tokyo
Japan 104-0051
Returns of Products Shipped via Surface If you discover a problem after you've accepted delivery, please contact us. We may be able to resolve the problem without requiring you to return the item. You should retain all packing material until you are completely satisfied with the condition and performance of your purchase. Doing so will make it easier to return the item if necessary. If you wish to return or exchange such an item, please contact us.
Additional Notes regarding Returns:
Please do not hesitate to contact us via e-mail with any questions you have. We will respond quickly via e-mail or at your request we will call you back.
xPlanet selects the most popular and innovative items from Japan not yet available outside of Japan, ranks them and offers them to the rest of the world!
Our mission was inspired by the nature of the global internet: Providing the best of the world to the rest of the world!
Web Design & E-commerce Software by Acro Media Inc.