1. Proxy Shopping Service Fee

The Proxy Shopping Service Fee is charged by Janbox for handling the purchasing process on behalf of customers from Japanese websites and online marketplaces. This includes placing orders, making payments to sellers, receiving items at our warehouse in Japan, conducting basic inspections, consolidating packages, repacking items, and providing order support throughout the purchasing process. The Proxy Shopping Service Fee is calculated based on the product value or the final winning auction price, depending on the purchasing platform.

 Note: Janbox will charge a cancellation penalty of JPY 2,500 per auction item if a customer cancels an auction order after winning the auction.

2. International Shipping

International shipping costs are calculated based on the following factors:

• The destination country or region
• The actual or volumetric weight of the package, as determined in accordance with the shipping carrier's regulations
• The selected international shipping method Please refer to the applicable fee schedule based on your selected shipping method.

3. Starage Fees


4. Additional Service Fees


5. Additional Service Fees

a) Payment Failed

If you receive an error message or are unable to complete a transaction during the First Payment or Second Payment, it may be due to one of the following reasons:

• Insufficient balance: Your bank card or Janbox Wallet does not have sufficient funds to complete the transaction. Please also consider JPY/USD exchange rate fluctuations when paying with an international card.
• Card security issues: Your card issuer may require OTP verification, but the verification system may be delayed or unavailable. Alternatively, your card may not be enabled for online or international payments.
• Payment gateway interruption: Third-party payment gateways may occasionally experience unexpected interruptions or maintenance. How to Resolve the Issue:
• Check your bank account balance or Janbox Wallet balance.
• Make sure you have entered your card details correctly, including the card number, expiration date, CVV/CVC, and OTP verification code.
• Try using another payment method, such as switching from direct card payment to PayPal or topping up your Janbox Wallet before making a payment.
• If the payment still fails, please take a screenshot of the error message and contact Janbox Customer Support for assistance in checking the transaction status.

b) Pending Payment

A pending payment occurs when funds have been deducted from or temporarily held by your bank account, but the Janbox system still displays the order as “Awaiting Payment” or your wallet balance has not yet been updated. Possible Cause: This usually occurs when there is a network interruption or timeout while the payment gateway is sending its response back to the Janbox system, resulting in delayed processing. How to Resolve the Issue:

• Allow time for processing: In most cases, the system will automatically reconcile the transaction and update the correct status within 15–30 minutes.
• Provide proof of payment: If the status has not been updated after 30 minutes, please send a screenshot of your bank statement or transaction history showing that the payment was successfully deducted to Janbox Customer Support. We will review the transaction manually to help prevent delays to your order.

c) Refunds

Janbox is committed to providing transparent and fair financial support when a transaction cannot be completed successfully. Refundable Cases:

• The seller on Yahoo! Auctions, Mercari, Amazon, Rakuten, or another platform cancels the order, the item is out of stock, or the seller fails to ship the item.
• Your order is canceled following a valid cancellation request before Janbox has completed the purchase. Refund Methods:
• Refund to the Janbox Wallet: The refunded amount will be credited to your Janbox Wallet balance. No refund fee will be charged, and the balance can be used for another order.
• Refund to the original payment method: Once the refund is confirmed, the amount will be returned through the same payment method used for the original transaction. Refund Processing Time:
• Janbox Wallet: Within 5 business hours after the order cancellation is confirmed.
• International cards/PayPal: Approximately 3–7 business days. In some cases, depending on the card-issuing bank, the process may take 15–30 days.

d) Payment and Order Cancellation

Payment and order cancellation policies on Janbox are strictly applied in accordance with the policies of the original e-commerce platforms in Japan.

For Regular Proxy Shopping Orders (Mercari, Amazon, Rakuten, etc.)

• Before Janbox purchases the item: You may submit a cancellation request. If Janbox has not yet completed payment to the seller, the transaction can be canceled and you will receive a 100% refund.
• After Janbox has successfully purchased the item: You cannot cancel the payment or order, as most Japanese and international e-commerce platforms do not accept cancellations or returns unless the issue is caused by the seller.

For Auction Orders (Yahoo! Auctions)

• Customers cannot cancel an auction order while the auction is still active.
• If you win an auction but subsequently request to cancel the order, a cancellation penalty of JPY 2,500 per item/link will apply, regardless of the item's value or your customer membership level.
• The auction feature may be automatically suspended if you cancel payment for two or more auction items within one week.
• Janbox may permanently disable your access to the auction feature if repeated cancellations or other actions intentionally damage Janbox's reputation or accounts in Japan. This may include repeated payment cancellations that negatively affect Janbox's auction account, actions resulting in the suspension of a Janbox Yahoo! Auctions account, or other conduct that causes issues with Janbox's business partners or sellers. In such cases, Janbox may forfeit the JPY 10,000 auction feature activation deposit and discontinue transactions with the customer.