Help / FAQ
What is kuboTEN?
kuboTEN is a purchasing and ship-forwarding business located in Japan. We handle online auctions, online shop orders, and other special requests. If you find something you want to buy that only ships within Japan and you are somewhere else in the world, we can help get it to you!
How does the service work?
Please click
HERE for a quick synopsis of how to use our system.
How much is your service fee, and what will be my total cost?
* Order total is determined by the item price, domestic shipping fees, and Japanese domestic sales tax if applicable.
Click HERE for our detailed cost estimator tool.
Does kuboTEN sell things directly?
Generally, no, the things you find through our website search or other areas are items offered by independent sellers via Yahoo Japan Auctions or other Japanese internet shops and sellers. KuboTEN only acts as your go-between to get your payment to the seller and then to forward you your goods.
How come you don't handle returns, refunds, or item inspections?
We actually used to handle such matters but the overhead involved meant we would have to charge 2-3 times more than we currently do just to remain sustainable. In order to keep our fees low and our service lean and efficient for you, we are unable to handle returns, refunds, or item inspections.
So what happens if I get a broken or fraudulent item? Or if I have buyer's remorse?
It is incredibly important that you research the seller and the item you want to purchase thoroughly before you buy anything. In general, sellers in Japan tend to be extremely reliable and honest. However, as the saying goes, BUYER BEWARE. Members are fully responsible for their own purchases and can not hold kuboTEN liable for issues such as returns, exchanges, or item description discrepancies.
What items do you not handle?
We will not handle any auction bids or shop orders for items that are illegal or prohibited in Japan or in your home country or jurisdiction. If you have any questions regarding the legality or handling of a specific item, please contact us. Additionally, there may be some restrictions or special permissions required for the following items:
Weapons / Flammables or Explosives / Pharmaceuticals / Live Animals or Plants / Spoilable Foods
Why do I need to send you a deposit?
We tried allowing no-deposit bids in the past, but found that doing so was unsustainable. A few bad apples ruined it for the rest.
How long does it take for my deposit to show up?
If you sent your deposit using PayPal or a credit card, it should show up instantaneously. If you send us a deposit via international bank wire transfer it may take several days to a week for it to arrive and be processed. You will be notified by email once your deposit has cleared.
Why is my deposit charged a payment processing fee?
Our payment processors all charge fees for any incoming transactions, so we have to charge this otherwise your deposit would actually be 3.9% less than what you sent. Please be advised, due to changes in the way our payment processor handles refunds and fees, we are no longer able to return this 3.9% fee amount.
How do I get my deposit refunded?
You can request a deposit refund
HERE. Please note that if you currently have active bids or payments due that you will only be able to request a refund on the portion not being held towards your active bids and payments due.
When will my bid be processed?
As we currently manually review bid requests to screen out problem sellers, disallowed items, and problem transactions, it can take several hours for your bid to actually be checked and processed. While we can't make any 100% time guarantees, we recommend sending your bid request with at least 12 hours before the end of the auction, though bid requests sent with less time may also still get processed.
Will you ever offer real-time bidding?
It is something we are currently considering, though it is complicated by the need for screening of disallowed or problematic items. If this is something that is important to you, please let us know and we will add your vote to our list of requested features!
When do I have to pay for my auction wins?
Payment is expected within 7 days of when your auction win has been processed and your payment notice is issued. If you have not sent payment within 7 days of receiving payment notice, the total costs including fees will be withdrawn from your kuboTEN deposit. If your deposit does not have enough funds to cover all relevant costs, you will be charged a 100 yen per day late fee up to a maximum of 30 days. If after 30 days you have not paid your balance, your account will be closed and the balance will be turned over to a collections agency.
Do you handle mbok, Rakuten, Bidders, or other non-Yahoo Japan Auction sites?
Yes, we do! You can send us a bid request for other auction sites using our order request form, located
HERE. The costs and terms of service are the same as any other order or Yahoo Japan Auction request through our site.
I won multiple auctions from the same seller. Do I have to pay the same fee for each one?
If the seller allows for combined auction payment and shipping and the auctions end within 24 hours of each other, we can combine the auction purchases into one so you only have to pay the $10 plus 1000 yen fee once. Due to processing requirements, we do charge 100 yen for each additional auction won in this manner.
What if another kuboTEN member is bidding against me?
We will not drive the cost of the auction up artificially, so the only way the auction price will increase is if a non-kuboTEN member bids on the auction. In the event the ending price of the auction is lower than the maximum bid of two or more members, the member with the highest maximum bid price will win the auction at the actual ending price in the Yahoo Japan Auction system.
How can I check and search for historical auction prices?
We are not affiliated in any way so we can't guarantee anything on their site, but www.aucfan.com keeps historical pricing on many Japanese auction services.
How do I order something from a Japanese shop?
You can place your order request through the order form located
HERE. For any specific or unique requests you can contact us through the form
HERE.
Do I have to pay the 10% plus 1000 yen fee for each item if they are from the same shop?
We only charge the 1000 yen fee once per shop order. If your order includes multiple items from the same shop, we charge a 100 yen processing fee for each additional item ordered from the same shop in the same order. There is no extra charge for ordering multiple quantities of the same item.
Will you go to a physical store to purchase something for me?
It depends on if it is feasible for us, given our location in Fukuoka, Japan. Physical purchases may be possible, but will likely require an extra handling fee. Please feel free to inquire about any special arrangements
HERE.
What shipping services do you offer?
When you request a shipping quote, we will provide quotes for EMS Worldwide Express, SAL Economy Airmail, and Surface/Seamail. In some cases, large or heavy items will need to be shipped using FedEx, DHL, or other special transport services but please be forewarned that these special courier services tend to be very expensive in comparison to our normal services and may require special handling fees.
Can I get an international shipping estimate?
Please use Japan Post's English estimate tool, located
HERE. For large or special items that Japan Post does not handle, please contact us for more information.
Will you combine items for international shipping?
Yes, when items arrive at kuboTEN we will place them in storage for you and you can then decide when you want to have your items sent internationally. This can help you save money on shipping costs.
How long can I keep things in storage?
You may keep things in storage for free for up to 60 days. After 60 days a storage fee will be assessed for each item at a rate of 10 yen per item per day. Large items measuring more than 1 meter in any dimension will be charged at a rate of 50 yen per item per day. As long as storage fees are paid for and your account is in good standing, you may keep items in storage indefinitely. If storage fees are unpaid for more than 90 days and we are unable to get in contact with you, the item in storage will then become the property of kuboTEN.
Hey... my international shipping charge has a surcharge, what gives!
We try to be as transparent and cost-effective as possible, but that doesn't mean we can shoulder costs like special shipping boxes for guitars or wood crating for heavy/delicate items. Some items require repackaging, special materials, or special handling or else they would arrive at your doorstep in a million pieces. Please understand that we want to deliver your goods as cost-effectively as possible but we also want to make sure they arrive to you safely.
