FAQ
Straight answers
Everything people ask before their first request, answered plainly.
The two ways to buy
- What’s the difference between What’s Hot and a request?
- What’s Hot is a short list of the most in-demand pieces we’ve already tracked down, verified and graded, so there’s nothing to search for. A request is for anything not on that list: you tell us the item and we find out whether it’s available in Japan and what it would cost.
- Does it cost anything to send a request?
- No. Sending a request is free, takes about a minute and needs no account or card. You only pay once we’ve found the piece and you’ve approved both the item and the price.
- Do I need to know exactly what I want?
- It helps, but no. A link is quickest because we can usually match it right away. A description works too: brand, model, size, color, year, anything that identifies it. If it’s ambiguous we come back with options rather than guessing.
- What if you can’t find it?
- You hear back either way, and you owe nothing. We tell you what we did find, and what getting the exact piece would realistically take. If you want, we keep the request open and email you if one surfaces later.
Sourcing and verification
- Why can’t I just buy these myself?
- Most Japanese sellers are domestic-only. No international shipping, no foreign cards, and nothing listed in English. Our team in Japan buys the way a local buyer does, from sites, shops, dealers and auctions, then ships the item to you.
- How do you verify authenticity?
- It depends on the item. Common, well-documented pieces are matched against catalog data for the exact reference and flagged if anything doesn’t add up. Rare, vintage and high-value pieces are examined by a specialist in Japan who grades that category professionally. Either way you get photos of the actual piece and its condition grade before you approve anything.
- What if something turns out not to be authentic?
- You get a full refund, no questions asked. That applies to everything we sell, on What’s Hot or through a request. We would rather lose the sale than defend a fake.
- What condition can I expect?
- You set the lowest grade you’d accept when you request. Grades follow Japan’s letter scale (N, S, A, B, C), which is far more specific than “used, good.” We record what we actually find on that scale, translate what it means for that particular piece, and photograph the flaws rather than describing around them.
- Are the photos of the real item?
- Yes. You always see the actual piece, never a stock image. If a listing’s photos leave something unclear, we go back to the seller for more before passing it to you.
Timing
- How long does a request take?
- It depends on the item. Our search combines software matching against a catalog of Japanese inventory with buyers working by hand in Japan. If an item is common enough to be in the catalog, we usually come back within minutes. If it’s genuinely rare or vintage, someone has to go looking, and that takes a few days. Both are normal, and we keep you updated rather than going quiet.
- How quickly do you reply to questions?
- We work across three time zones between Japan and Palo Alto, so there’s almost always someone awake. Anything urgent gets an answer within three hours.
- How long does shipping take?
- DHL Express and FedEx International Priority both run 2 to 5 business days door to door, and express is the default on anything above $1,000. EMS is 5 to 10 business days, and economy surface mail is 2 to 6 weeks with limited tracking. Everything is insured for full replacement value. Timelines run from dispatch, which is usually one to three business days after purchase.
Payment, duty and returns
- When am I charged?
- Only once you’ve approved a specific item at a specific price. Nothing is charged while a request is open, and there’s no card on file or subscription.
- What’s included in the price?
- At checkout you enter your card for the item price plus our sourcing fee, which is 10% of the item with a ¥5,000 minimum (about $33). Nothing is charged until we have the piece in hand. Once we do and can weigh the parcel, shipping and processing are added, typically $50 to $65. You get an itemized email for both, so nothing shows up on your card unexplained.
- What happens when I reserve something on What’s Hot?
- It holds the piece for 12 hours while we re-confirm the condition. Nothing is charged until the item is secured. You get photos and a payment link, and if anything about the item has changed the reservation is cancelled at no cost to you.
- Will I owe customs or import duty?
- Possibly. Duty is set by your own country on the declared value and is paid by you, not us. We declare accurately and tell you what to expect for your category before you commit.
- Can I return something?
- Not for a change of mind. We buy each piece individually once you approve it, so there’s no shelf to put it back on. That’s exactly why you get photos, the reference and a condition grade first, and why we’d rather you pass than accept something you’re unsure about. Authenticity is the one exception: if an item turns out not to be genuine, that’s on us and you get a full refund.
- What if the item arrives damaged or is lost?
- Every shipment is insured for the full value. If something is lost or damaged in transit, we file the claim and issue a refund or replace the item. That sits on our side, not yours.
Go deeper
- How do I know an item from Japan is genuine?
- What does a Japanese authenticator physically check?
- Why is the same piece cheaper in Japan?
- Can I buy from a Japanese site that doesn’t ship internationally?
- What does an “A rank” item from Japan actually mean?
- Why can you still find deadstock pairs in Tokyo?
- Is Japan a good place to buy a vintage watch?
- What will it cost to get an item from Japan to me?
- How do Japanese sizes convert to mine?
- What information do you actually need from me?
- Which Japanese brands can I not buy at home?
Still want the piece?
Name the item and we'll start looking in Japan. A minute to describe, and no card needed to ask.
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