FREQUENTLY ASKED QUESTIONS PAGE

FREQUENTLY ASKED QUESTIONS
FAQs Last Updated at: Thursday September 28, 2017


DELIVERY & SHIPMENT ISSUES

When will my order ships?
Generally, all orders will ships after 2 - 4 weeks processing timeframe. Keep in mind that process time is not guaranteed to be 100% accurate and heavily depends on the order line as well as the size of the order itself. An approximate process time for your order, is always included in your order confirmation e-mail. Expect to add a few weeks should delay occurs.


What is the status of my order?
Your order status is posted here on the order status page. Do keep in mind that the order status page is not real-time updated. If you recently placed an order, your order status will not be posted there until after approximately 1 - 3 days. We appreciate your patient.


How long is the shipping transit time?

Registered Airmail generally reach  the destination country within 1 - 3 weeks.
Express Mail generally reach the destination country within 3 - 7 days.

Orders from Australia, Europe, and Asia have less transit time compared to orders from United States and South America. Package might get delayed for a few days up to 1 - 2 weeks, depends on the post office and airport customs in your country. Delay is most likely occurs during or near National Holiday Season such as Christmas, Thanksgiving, or any other holiday season observed in your country.  While we regret this, we simply don't have control over the post office, customs process, and holiday delay in your country.


What is the difference between EMS and Registered Airmail?
EMS is speedy and prioritized service, delivery on Saturday & Sunday (in some country), 24/7 package tracking, door-to-door service, requires signature at delivery point, automatic re-delivery (if they missed you at the first time), clears the customs faster, rarely get delayed, and prioritized in lost package claim.

Registered Airmail offers a lower cost alternative compared to EMS while still maintaining decent delivery time, it deliver to some countries that are outside of EMS coverage area. Tracking only provide a record of departure and delivery of the package. The chance of getting a delay is slightly moderate.


I don't see the EMS rate, how much should I pay for EMS?
To obtain the EMS rate of your order, you will have to contact us for a quote.


What is my tracking number?
We will automatically send a shipping notification to you within 2 - 3 business day, from the date your order was shipped. The said e-mail will contain your tracking number and some helpful information regarding your package. If you did not get our shipping notification, please do contact us immediately.


Why my tracking info is not updated?
Since the postal service most of the time offers less pricey service compared to private shipping such as UPS and Fedex, the postal tracking might not be as good. Sometimes it could get worse to the point that your package is already in your hand before the tracking info gets updated. Nevertheless, the tracking service often offers a good estimation for your package arrival.


Usps.com does not show my package tracking, why is that?
Usps.com is for tracking package inbound to USA residents. If you're not currently reside in USA, you can conveniently track your package at: http://www.track-trace.com


What if my package is lost in the mail?
Technically, once we drop the package at the post office, the package is no longer under our control. It is up to the post office to deliver the package to you, in a timely manner. Unfortunately, package sometimes do get delayed or lost during shipping. If you are one of the few unfortunate customers who experience this, do not worry, unlike other dealer, we will do our best to assist our customers with their lost package.

After waiting for a reasonable transit time period (please add 1 - 2 weeks more, in case of a delay), notify us with the issue and we will work it out. If your package lost in transit, we will try our best to recover the shipment for you and make a claim with the post office. Should the recovery failed, what we can do is make the exact order free of charge (or small replacement fee might apply), but you might have to pay for the shipping cost again. If we won the claim, shipping to your residence will be free of charge.


Do I need to travel to the post office to get my package?

All EMS package comes with signature confirmation. You'll have to sign the package in order to receive it. If the post man missed you twice, they'll leave a card for you to bring into the nearest post office in order to pickup your package. On the other hand, Registered Airmail do not comes with signature confirmation, that means they will leave the package at the nearest convenient place such as leasing office, apartment package locker, club house, your front door, or bring it back to post office.


What if I forgot to pick up my package at the post office?
In the event that you forgot to pick up your package at the post office within certain days of it's arrival date (differs in each country, could be 7 to 14 days), the post office will automatically return the package to us. Once they ship back the package to us, that will only means more trouble for you. If the package is lost, you will have to pay additional charge to replace the disc. If the package manage to return to us, you will have to pay for the shipping cost again, in order to re-ship your order. We will not re-ship for free due to the mistake was made by the customer's side. 


Will you use plenty of packing materials?
We always use padded envelope with plenty of bubble wrap. We add more wrap and use boxes whenever it is necessary to protect the package. We never hear even a single complaint from a customer regarding packing materials issue. However, do note that we are not responsible for lost or damaged package due to improper extreme rough handling by the postal office / postal workers.


Can you ship to another address other than my billing address?
Yes, we can ship to another address other than your billing / confirmed address, but only in special circumstances only. To check if you're eligible, do contact us regarding this issue.


Why the shipping fee cost more when I order less?
When you placed an order for only 1 - 2 DVDs, shipping from our area became ineffective. Thus we cannot absorb and subsidize the shipping fee as much as we intended. We highly recommend you to order more from us, in order to save on shipping cost.



RETURNS & REFUNDS ISSUES

What is your general return policy?
ALL SALES ARE FINAL. ALL OF OUR PRODUCTS ARE NON-RETURNABLE. Defective DVD can be and will be exchanged ONLY with same volume, series, set. No refund will be made once your order is processed or shipped. We will not replace any incompatible DVD as well. Although the defective replacement is free, buyer may be required to ship back the defects DVD to us at their own expense, depends on each circumstances. After 30 days passed from the day you received your package, shipping fee to send the replacement disc to your location is no longer free.


Can I cancel my order and request a full refund?
You may request for a full refund within 3 days from your purchase date or as long as your order is still on the waiting list (not yet processing). Once your order goes to processing cycle or already shipped, you can no longer request for a refund. There is no exception to this refund policy. Please allow us a few days to process and issue the refund (typically within 2 - 3 business day).

ATTENTION, PLEASE NOTE:
For order that exceed USD $ 300 or more, we regret to tell you that, for any reason, REFUND can NO LONGER be requested after 3 days has passed from your order date.



How will I receive my refund?
Your refund will be instantly returned to your credit balance or your refund will go back straight to your credit card. Please allows up to 1 - 2 weeks for the refund to be processed and reflected on your card statement.


What is a defective DVD?
A defective DVD is a DVD that failed to function properly, even without any visible scratch, fingerprints, or smudges in the bottom side of the DVD. Defective DVD will result in several of these common playback issues (often happends during the main movie, not during extra footages): skipping, glitches, sudden permanent stops / freezing, unfinished playback, total unplayable, error lines starts to appear, and so forth. If you experiencing this issues, there is no doubt that the DVD is defective. Please notify us about the issue and we will process your replacement DVD as soon as possible.

A DVD might not be defective if; the main movie plays just fine, some menus are not accessible, missing or no visible DVD menu, missing episode (said episode may be banned or not exist), missing extra footages, one or two unresponsive menu, broken picture in DVD menu, can be played in another player but failed to play in your player (weak DVD player lens / incompatible), error in playback due to a dirty DVD that filled with dust, smudge, or fingerprints. If you are not sure that your DVD is defective, please describe your problem to us, as detail as you possibly can.


What if your DVD cannot be played in my player (not compatible)?
Before contacting us, We suggest you try the DVD in different player or PC/Notebook or your friend's player/PC. If the DVD plays fine, then it is not defective, rather, it is incompatible. We do NOT issue replacement for incompatible DVD. Should the DVD cannot be played in other players / notebook, the DVD might be defective. Sudden permanent stops counts as defects as well.


What should I do if I received defective DVD? (Replacement Request)
We are deeply apologize if part of your order came in as defective. Please e-mail us as soon as you can, describe the problems, and we will get back to you in regards whether you are required to return the defect DVD  to us or not required. If we do not ask you to return the defective DVD, that's means we will process and ships your replacement as soon as possible, free of charge, via our method of shipment.

Should we required you to return the defective DVD, we will give our return address and your "RMA number". Our defective return address is not the same as the one listed on your package, therefore,  please DO NOT return your order to the return address listed on your package. Any unauthorized returns will NOT be processed and we will no longer be responsible for that package. You are entitled for free exchange after we verified the DVD is indeed defective. We will ship free of charge, via our method of shipment. PLEASE NOTE: If the claimed DVD is not defective, we will return the SAME DVD at your own expense.


How long is the time limit for defective returns? (After Service)
Defects that is reported during 30 days, starting from the date you received your package, will be entitled for free replacement and free shipping of our choice. After 30 days, unlike other dealers, we still provide replacement free of charge, until we go out of business. However, we will charge shipping cost again to ship your replacement. Please do note that depends on the number of defects (more than 8 DVDs), we might also charge a small fee to cover our expenses. Rest assured that we will never let you pay the full amount again for the series you already bought.



ORDERING ISSUES

I have contacted you several times, but I got no reply?
Some customers claimed that we never reply their e-mail. The painfully truth is, we do send reply under a few hours. Don't let this happened to you. If you send an e-mail and not receiving any respond within a day or two, there are two possibilities. We can read your mail but our response is automatically being filtered to the junk mail box by your mail server. In this case, you should check your junk mail and mark our response as "not junk". The other reason, your mail server (company such as comcast, netzero, etc) automatically blocks and delete any incoming mail from free e-mail account such as: hotmail, gmail, yahoo mail. To solve this issue, try to use other e-mail account and e-mail us again, until you get a respond from us.


Is it secure to place an order from you?

Unlike most today's website, your payment and shipping information are not stored in our site. All of your personal information remains safe within our payment processor database. Thus, should anything ever happen to this site, your personal information WILL NEVER BE compromised. Simply because it never existed and never stored within this website at the first place (no database exist within our website). We only use your information to process and ship your order, nothing more. We will never use / sell any personal information to other parties, especially to advertising company.


Can I add something to my previous order?
In the event that you may have placed another order within 1 - 3 days from your initial order, you are entitled to Combined Shipping Service, which will combine both orders into one shipment. We usually combine orders automatically if the conditions are met. However, you are welcome to contact us should you need confirmation from us. Once your orders is combined, we may marked your order status as "+1" or "+2" indicating there's more than one order within one shipment package. "+R" stands for Revision.


How much do you charge for shipping?
Once you placed an order, we will manually calculate the shipping cost for you.


I don't see the EMS rate, how much should I pay for EMS?
To obtain the EMS rate of your order, you will have to contact us for a quote.


Why the shipping fee cost more when I order less?
When you placed an order for only 1 - 2 DVDs, shipping from our area became ineffective. Thus we cannot absorb and subsidize the shipping fee as much as we intended. We highly recommend you to order more from us, in order to save on shipping cost.


Do you have minimum / maximum limit for ordering?
We do not have minimum / maximum limit. However, as a general rule of thumb, you can save more by purchasing a bundle of sets than by purchasing single DVD.


What is the difference between set and partial price?
SET price is basically a discounted price if you decide to buy the complete series at once, rather than one single DVD. Partial price is the price for a single DVD for those who only need to buy certain volume of any series. Useful for tester, replacement, additional discs, and so forth.


I only order a single DVD, why do I have to wait for ages?
You might only order one DVD but there's many customers ordering ahead of you, thus, it is rather unfair to prioritize your order over the others. Orders are processed in a first come first served fashion. If you really can't tolerate waiting, you may want to request for a full refund.


Can I have your phone number?
E-mail is the only and the fastest way to communicate with us. We do not have any customer service over the phone line. Please do not ask for our phone number. Our e-mail address:  tokusatsudvd@live.com



DVD TECHNICAL ISSUES

How do I check for my player compatibility?
Note your DVD player model number and Click Here to do a compatibility check. The more media your player can play & the more newer model of your player, then the more compatible it will.


I got R1 Player, How do I play your R2 DVD?

R2 DVD is just a figure of speech for Japanese Digitally Remastered / Restored High Quality DVD product. As a matter of fact, all of our DVDs are Free Region / Region 0. Unlike US market, the Japanese market seldom use regional protection as the barrier lies in the spoken language already. DVD can be played in all DVD players of any region codes. If you still can't play the DVD due to regional issue, let us know your model number and we can provide a way to unlock your player at no additional charge.


What is your DVD quality?
We provide large screen caps for you to evaluate the quality of our product. Moreover, in each section of DVD product description, right below the stated number of DVDs, you can see the source of that particular DVD. Please go here for more in-depth DVD quality information.


What is this Digitally Remastered R2?

It is the highest quality available for a series until the release of Blu-Ray or HD DVDs. R2 DVD have highest quality because every single episodes were digitally restored, digitally enhanced in both sound and picture. This often makes the picture more brilliant bright and sharper as well as having a clearer sound than any other release such as Laser Disc. In addition, most of the R2 DVD have exclusive extras such as non-credit OP/ED scenes, cast interviews, art galleries, extra goodies, and much more.


Can I play your DVD in my Flat LCD / LED HDTV?
All of our DVDs were tested on 55" LED HDTV and guaranteed to be fully compatible with any HDTV. We suggest using a DVD player that have HDMI output and an Upscale feature (such as Playstation 3 and several known brands of Blu Ray Player), as it has definitely proven to increase the DVD picture quality on HDTV. Do note, you can enjoy improved picture quality in HDTV, ONLY by playing high-end DVD quality such as R2 Remastered or Digital TV. If you play low-end quality, such as VCD quality on your HDTV, the picture will mostly came out blurry.


I want xx series, Can I do special order from you?
Unfortunately, we do not do any of special order. However, you're more than welcome to make a suggestion for the series you'd like to have. We might be able to get a hold of the series that you suggested in the future. Nevertheless, we make no guarantee that we will get a hold of the series you want in the future.


Do you have this "xxx" series subbed in English?
In each section of DVD product description, right below the language of the DVD, you will find if the particular series does have English or other subtitle or even no subtitle at all. In the event that the series does not have subtitle, please check back often since we're always replacing our products with higher quality and English Subbed. As for our existing products, NO SUBTITLE means NO SUBTITLE. Please avoid to have a high expectation that we will provide every product with English Subtitle.


I only need episode x and x. What volume should I buy?
Each DVD have different arrangement of number of episodes per DVD. Within normal condition, an R2 DVDs have 5 - 6 episodes per DVDs, while HK DVDs can have up to 8 Episodes. As such, please e-mail us regarding which episodes you'd like to buy. We will try our best to reply within timely manner with the information you need.


I don't want DVD, Can I buy your series in VCD format?
Unfortunately, we no longer carry VCD format. We believe that the VCD format is not effective in terms of quality, size, and cost. We hope there's other dealers out there who might can help you.


Do you use photoshop to manipulate the DVD screen caps?

We do not manipulate our screen caps. What you see is what you will get. However, do keep in mind that all screen caps picture were compressed and resized as .jpeg format to save your access time. As such, generally screen caps are a bit in lower quality than the actual DVD.


Can I order US / UK Edition as opposed to Japanese Edtion?
Due to licensing / regional issue, we won't be able to offer series that is released in the USA or UK (US edition, UK edition). However, such product can be purchased in their respective local market or online venue such as Amazon. It is been our mission to provide rare series, hard to come by, import commodities sourced from Japan, as the series are somewhat difficult to obtain, especially when it became out of print.


Will I get the displayed cover, DVD case, DVD box?
As stated in every page, Cover picture / Box posted here are for your reference only. OEM means disc only.
 

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