Frequently Asked Questions

Buying

Step 1 – Searching

You browse through the auctions and select the item(s) you wish to buy/bid on. You can do this by browsing categories or alternatively searching with keywords.

Step 1a – Quoting

If you need a shipping quote, you can either use the automated shipping quote (quick quote). If you would like us to check the item or quote manually, please contact us and we can do that for you. If you have any questions about the item, please ask at this time. Bids cannot be cancelled on Yahoo Auctions so please make sure you ask any questions you have before bidding.

Please note: The auction bid price does not include shipping or our service fee.

Step 2 – Bidding

You place place your bid/buy now using the place bid option. When you place the bid, a hold for your bid amount will be placed on your account. This is so we can use that money to pay the seller if you win.

Note: If you do not have enough credit in your account, you will be prompted to complete a Paypal pre-authorization.

Step 3 – After auction finishes

You will receive an email notifying you if you won the auction or not.

If you won the auction, then we will contact the seller and pay them for you. You do not need to contact the seller. Once we have confirmed payment/organised domestic shipping with the seller, we will update the status of your item in our database.

If you bid using Paypal pre-authorization, we will process your payment shortly after the auction is won.

You can view the status of your won items in your KaiGuys account ordered item statuses page.

If you do not win, then the hold will be removed from your account. You can then either use that credit to bid/buy other items, or request a refund. We only refund on request as many customers like to bid on other items if they don’t win something.

If you bid using Paypal pre-authorization, we will void your payment shortly after the auction is won. No funds will be taken from your Paypal account if you lose.

Step 4 – Domestic shipping to us

We wait for the item to arrive to our warehouse in Osaka. This can take a week or so, depending on where in Japan the item is coming from.

Step 5 – Packing

We will then pack the item and combine the items based on the choice you made when you placed the bid/bought the item (wherever possible/safe to do so).

Step 6 – Final invoice

We will send you a link to our online billing system where you do the following:

  • Enter your address
  • Compare and select your preferred shipping method based on speed and price
  • Leave notes for our staff
  • Pay any outstanding balance

If you are owed a refund at this time, we will process that for you after you have completed the online billing system process.

Step 7 – International shipping to you

Once you have paid the final amount owing, we will ship your package(s) via your selected shipping method. If there is a refund owing, we will refund that amount back to you at that time.

Please note: If you have any questions at any stage of the process, please contact us

Category: Buying

Unfortunately, we do not offer this service. The first reason being is that we keep track of all incoming items in our database. If we receive items that are not listed in there, it can be impossible to track down who the item belongs to. As you can imagine, that can take a lot of time on our end, as well as leading to customers being unhappy. That is the last thing we want so that is the main reason why we do not offer this service.

Another reason for not offering this service is that we need to make sure we can actually send the items that we receive in our warehouse. If items are ordered that cannot be sent, for example something that is a fire hazard, then it makes it difficult for both us and the customer. Just like the reason above, we do not want unhappy customers.

The last reason is because we track each item that comes in, we can know how much space we need to have free in our warehouse. As you would probably know, Japan is extremely limited on space, so if we don’t know what is incoming, we may receive an overload of items and may not be able to store them all safely.

Please feel free to contact us with any questions you have.

Category: Buying

Yes, we can order almost anything from any shop in Japan. If the company has an online shop, then we can order from there and have it delivered to our warehouse.

Does this include items outside of Yahoo?

It sure does!

How do I order from outside of Yahoo?

Please contact us and we will assist you with that order. We recommend you send us the link to the item you are after, as well as where you are located so we can give you a shipping estimate at the same time.

Category: Buying
Tags: buy, order

Yes, we do!

If you are looking to buy items from Japan to resell in your country, we do have wholesale/trade accounts that offer discounts based on the volume purchased. Please contact us for more information.

Category: Buying

What are your service fees?

Our commission is 15% of the item cost. Please note there is a minimum commission of ¥1,500 per item. For small items under 2kg, the minimum commission is ¥1,000. Large, bulky items like aero parts have a minimum commission of ¥2,500.

Please contact us for a special commission rate for items over 50,000 yen.

If you buy multiple items from the same seller at the same time, and the seller ships them to us together, then we combine the total item cost and count it as 1 item. This is a great way to save some money!

Do you charge to combine items?

Items that can combine well to save on shipping costs are small items that are not fragile. If you need help with working out what may or may not combine, please ask us. Please note that shipping cost is usually based on weight, so adding items to the package increases the cost of shipping.

If you let us know before the item arrives here in Osaka that you would like to combine the item, we will not charge you for combining. If you request us to combine an item with an order that has already been packed, then we will charge a combining fee of ¥1,000.

Category: Buying

We sure can! If you send us a link to what you are after, we can get that for you.

We can also combine the items for cheaper international shipping (where applicable). Up Garage/Croooober sends each item individually from each store to you so you will pay international shipping fees on each of them items if you go through them. Please contact us if you would like a quote or to ask a question about an item from Up Garage/Croooober.

Category: Buying

Yes, we can! Simply go to Amazon Japan, find the item you are after and then send us the link using our contact form. If you have any questions about the item, please include those when filling out the contact form. If you would like to buy more than 1 of the item, please let us know that information as well.

Tip:  If you find an item with the Prime logo, we can get next day free domestic shipping to us. That can help save you some money!

Category: Buying

Yes, we can! We have an English version of Yahoo Shopping where you can browse in English, get prices in your local currency, and pay using Paypal.

To go to our English Yahoo Shopping site, click here.

Category: Buying

We sure can! We have an online self-bidding site here. You can browse Yahoo Auctions in English as well as bid on items through our system. You can even see prices in your local currency.

We have including many more features to help make bidding/buying easy on Yahoo Auctions. There is a snipe bid option to grab a bargain at the last minute, there is also watch list so you can save auctions you are interested in, and much more. You don’t even need an up-front deposit if you have a Paypal account!

As always, if you would like us to check the auction beforehand, or supply you with a rough shipping estimate, please let us know and we can take care of that for you.

For more information, please see our Yahoo Auctions buying guide.

 

Category: Buying

Contact

Unfortunately we accept receive phone calls. The reason for this is that we operate on a low margin so in order to keep costs down, we do all communication via email and online chat. If we were to spend an hour on the phone with each customer, then we would have to charge a much higher service fee, and we are sure our customers would much prefer to save money and contact us by email and live chat instead.

Another reason that we do not accept phone calls is that if you contact us by email or live chat, we have a record of the conversation. That way we can make sure the correct item is ordered and your instructions are carried out exactly as you requested. If we did this by phone for every customer, it would be more difficult to track and may lead to issues down the track. We would much prefer no issues which means happier customers. That is what we are all about here at KaiGuys!

The final reason is that our customers are located all over the world in many different time zones. As our business hours are 9am to 6pm Japan Standard Time (JST), then customers in US/Canada/UK etc would have issues calling us as we are in a completely different time zone. Also, if we receive your questions by email, then we can make sure everyone is answered in the order they are received, that way it is the fairest system for our customers from all over the world.

Category: Contact

Orders

If there is an issue with your order, the first thing you should do is contact us.

We respond to emails quickly and will do our best to help you with this situation. You can also use the live chat to talk with us if we are available at that time and you would prefer an immediate response. We do recommend email though as it will give us time to check the full situation like contact the seller, contact the post office etc and then get back to you with an answer.

PayPal disputes

If you file a PayPal dispute without contacting us and letting us try and solve the issue for you then we can no longer assist you with the issue. Any PayPal dispute lodged without contacting us first so we can try and solve the issue will result in being blacklisted from using KaiGuys Japan buying service.

 

 

Category: Orders

Payments

The reason we charge PayPal fees is because we run on a commission that is based on the item cost. If we were to absorb the PayPal fees, then we wouldn’t be able to stay in business. We offer other payment methods where you do not need to PayPal fees. For example, Australian customers can pay us in to our Australian bank account via netbank. We also have other options for customers outside of Australia. Please contact us if you would like to discuss payment methods.

Category: Payments
Tags: fees, Paypal

We accept payment via Paypal in JPY or in to our Australian bank account in AUD.

 

Category: Payments

Shipping

Firstly, we are sorry to hear your item arrived damaged.

We spend a lot of time and money on repacking items so they will arrive safely, but unfortunately sometimes couriers can damage packages in ways that are completely unexpected. We have even seen items that have been run over by the courier’s truck! No amount of bubble wrap can save the day in that situation.

The first thing to do is please take photos of the damage.

What we need pictures of:

  • The actual damage to the item close up
  • Overall shot(s) of the item showing where the damage is
  • The outside of the box or packaging materials showing the damage

Once you have those photos, please send them to us along with any other information you have. For example, if the courier told you it fell out of the truck etc.

The next step is filing an insurance claim.

Please note: We cannot file claims for used items that were already damaged before shipping.

For items sent by Japan Post

Please take the item(s) and the packaging down to your nearest post office. Please make sure it is an official post office branch and not a local post office in a newsagent or general store.

Ask the post office clerk for an international shipping damage claim form. This form varies by country, but it will always have a unique claim number on it. Fill in this form and submit it to the post office. They will give you a copy of the form. Please send scan or take a photo of the form and send it to us.

Why do we need the claim form? Japan Post will not accept damage claims without proof that the item was actually damaged. The only proof they accept for damaged items is that official claim form as that means the item has been seen by a post office clerk in the receiver’s country and they have verified that yes, the item was damaged.

Once we have that claim form, we will file the damage claim with Japan Post. The process generally takes about 2 to 3 months to receive the payout from Japan Post. The reason it takes so long is it needs to go up the chain to the international post office here in Japan, then they contact your country’s postal service, eg USPS, and then they launch their own investigation in to what happened. Then it has to go back up the chain, back across to Japan, and then back down the chain to us. That is why there is so much time involved.

We will contact you once the claim has been approved and paid to us.

Please note that if you chose a cheaper shipping method that did not have full insurance then you will only receive a payout up to that limited insurance amount. We cannot cover the difference for you as you chose that shipping method in our online billing system.

For items sent by DHL

All packages sent by DHL come with insurance. We will contact our DHL representative and file the insurance claim. You do need need to do anything until we contact you again with updates. DHL is generally quite quick and pays claims within about a month or so.

 

 

Category: Shipping

Yes, we can. Please contact us before bidding to get the OK first as there are a few things that we need to check with you beforehand. If everything is fine, then we will ship to Japan for you.

 

Category: Shipping

We use Japan Post and DHL to send items to our customers.

We offer the following 4 shipping methods via Japan Post:

EMS – Approximately 3 to 7 days to most places in the world by air. This is the most expensive option, but also the fastest. EMS also offers the best shipping insurance in case something goes wrong.

SAL – Approximately 2 to 3 weeks to most places in the world by air/ground. This is a mid-range shipping option that works out a little cheaper than EMS on a lot of items, but is slightly slower. Unlike EMS, insurance is limited.

Sea post – Approximately 6 to 9 weeks to most places in the world by sea. This is the slowest shipping option, but also the most cost effective. Sea post, like SAL, has limited insurance.

e-Packet – This is special online only service from Japan Post for small items up to 2kg. It is cheaper than EMS and takes a few days longer. It is a really great balanced option for small packages.

SAL small packet – This is special online only service from Japan Post for small items up to 2kg. It is cheaper than e-Packet and takes a little longer. It is the cheapest shipping method available for small packages.

We also offer DHL:

DHL Worldwide Express – DHL is best for large, heavy items like wheels. DHL can also be used for items that over over Japan Post’s maximum size/weight limits.

All of the above options come with online tracking so you can keep an eye on the package as it makes it way to you.

Category: Shipping