FAQs

 Technical Trouble

A.1
Using this site with Microsoft Windows 7 or later, Macintosh OS X 10.x, iOS 7.0 or later and Android 4.0 or later is recommend. For your browser, using MS Internet Explorer 9 or higher, or the latest edition of Firefox or Chrome is recommended.

For standard encoding, UTF-8 is used for all languages. Please check your "encode" settings under "display".
A.2
The trouble is probably being caused by your browser's cache.
Refreshing the page without using the URLs saved in your cache should solve the problem.
To do this in Internet Explorer, hold down the [Ctrl] key and click on the [Refresh] button in your browser window.
*Do not click the [Refresh] button at the payment screen.
A.3
The server may be busy due to a high volume of traffic. We apologize for the inconvenience, but please wait a while and then try to access our site again.

 Member ID & Password

A.1
Please email cs_en@js-agri.jp with the following information:

1. Your name
2. Your registered address
3. Your registered email address
4. An order ID if you have used J's Agri in the past.

When we have checked this information, we will email your member ID.
A.2
Click the [Login] button at the top right of our home page, enter your registered email address on the "Forgotten Password" page and click [Confirm and Send]. Your password will be emailed to your registered email address.
If you do not receive that email, please email cs_en@js-agri.jp
A.3
Entering double-width characters when single-width characters are required, or entering unnecessary spaces, quotation marks and special characters etc. will prevent you from registering. Please check you have entered your information correctly.
If you are still not sure why you cannot register, please contact us at cs_en@js-agri.jp
A.4
Yes. Membership registration is required to use our service. Membership registration and annual fees are free of charge.
A.5
From your new address, please send your member ID, old e-mail address & new e-mail address, date of birth and full name to cs_en@js-agri.jp.
A.6
Please log in and click the "Customer Information" button to view your information. Please enter your new information in the fields that require updating.
A.7
Please log in and click the "Customer Information" button and you can change your password as often as you like on the displayed screen.
A.8
We ask that you do not create more than one member ID.
A.9
You cannot register more than once with the same email address.
Even if you delete your account, you cannot re-use the same email address to re-register.

 Our Items

A.1
Please select the size on each item's screen, and the stock condition will be displayed.

Or you can click the [Confirm price and availability of this item] button to view the stock status list. We update the stock status frequently; however, the status changes every second. Please note that there is a possibility that items are not in stock, even though they are displayed as being "In Stock".
A.2
We update the stock status every day. Out of stock items may become available again. We recommend that you check the availability frequently.
A.3
①The item may be out of stock. Should the item be restocked, it will be displayed again.
②The period of sale may be over. Please kindly understand that it will not be restocked.
Sale items are not restocked.
A.4
We ship orders in suitable packaging material as specified by the item producer. (We ask for your understanding and cooperation regarding the simple packaging.)
Fragile or easily-damaged items will be wrapped in packaging materials such as padding and then sent out.
A.5
We do not provide wrapping services as it is possible that the product may be opened at the customs in the shipping destination country.
A.6
Due to factors such as order volumes and agreements with suppliers, even items listed as being in stock may sell out before we can fulfill your order, or may take extra time to be obtained.
Please consider the stock availability shown when you order as "probable," and note that occasionally we may not be able to send you an item that was listed as being in stock when you made your order.
A.7
For the agricultural products sold on the site, an item exchange or refund for a defective item will only be accepted if there is a defect in the item's condition immediately after delivery.
Please kindly understand that we do not accept item exchanges or refunds at the convenience of the customer such as the color, shape or appearance being different from the displayed item photograph.
Items with a "No Refunds & Exchanges" icon on the item information page cannot be refunded or exchanged. For more information, please see our Item Exchanges & Refunds page.

 Ordering

A.1
At the moment, this site can be used in and ship items to Hong Kong.
*Please kindly understand that, depending on the country, there are some regions we cannot ship to. Please kindly contact customer service regarding regions that we cannot ship to.
A.2
Log in and then click the "Order History" button. This will take you to a page where you can enter the date you made a past order. (Enter the year in Western format.)
If you do not enter a date, your history for the past year will be displayed.
A.3

①We will send an "Order Confirmation" email to your registered email address.
If you do not receive this email, please contact us at cs_en@js-agri.jp stating your Member ID, Order ID and name.
②Log in and click on the "Order History" button. Enter the order date on the displayed screen using a 2-digit Western format for the year.
If you do not enter a date, your history for the past year will be displayed.
A.4
Please consider the following:

①Your order was not successfully finalized.
②Your mail box is over capacity.
③You have registered an email address you are not using.
④The email is in your spam folder.

If you want to confirm your registered e-mail address, please log in and check your "Customer Information".
If the above are not applicable, please kindly contact us at cs_en@js-agri.jp
A.5
If you contact us before shipping, we can change the delivery address.
However, we are only able to change to a Hong Kong address. Depending on the region, there may be occasions where we are unable to change the address. Please contact cs_en@js-agri.jp.
A.6
We begin preparations to ship your order as soon as we receive it. As much of the processing is performed automatically by our computer system, we regret that no changes can be made to your order after we have received it, and that your order cannot be cancelled.
A.7
We are very sorry but we will not be able to deliver an item should there be a stock shortage.

<Regarding refunds for out of stock items>
Please rest assured that you shall NOT be charged for a shortage item.
Should all items in your order be shortage items, your order will be cancelled and you will not be charged.
A.8
We only accept orders through our website (via the shopping cart).
*We do not accept orders by e-mail, telephone, or FAX.

 Payment

A.1
You can pay by credit card (Visa, MasterCard, JCB, AMEX, Diners card).
A.2
At present we do not accept cash on delivery payment. Payment can only be made by credit card.
A.3
The total amount limit for a single order is JPY 200,000.
A.4
The currency for payment will be Japanese Yen.
A.5
Please contact your credit card company to find out the exchange rate they are using.
*Please note that the approximate price estimate displayed on the item information pages is intended only to be a rough guide. The rate used to calculate this estimate and the actual rate used when you make your purchase may differ.
A.6
If you wish to change your payment method after ordering, please contact cs_en@js-agri.jp
A.7
Please kindly contact cs_en@js-agri.jp, informing us of details such as the name to be written on the receipt.
A.8
Please rest assured that you shall NOT be charged for a shortage item.
Should all items in your order be shortage items, your order will be cancelled and you will not be charged.
A.9
The shipping fees for delivery to a shipping address (including item import/export procedure costs) are included in the item amount. There are no other fees.

 【Credit Card Payment】

A.10
You can use VISA, MasterCard, JCB, AMEX and Diners cards.
A.11
We are very sorry, but we will not be able to process your order. To ensure secure transactions, your name must be the name that appears on the credit card. We reserve the right of cancellation of order without prior notice.
A.12
We use cybertrust Secure Sockets Layer (SSL) technology to encrypt your card number and all other private information.
The payment procedure between our company and your credit card company is carried out by Orico Payment (credit card payment agency).
A.13
We will charge your credit card for your order at the time of shipment. For the billing date of your credit card, please contact your credit card company directly.

 Shipment

A.1
Items are sent via the local courier service of Yamato Logistics Hong Kong.
A.2
We do not send items by surface or regular airmail.
A.3
Should items be returned to us due to a refusal to accept their delivery or if the retention period at the post office has expired, the amount paid for the items will not be refunded.
A.4
In general, we ship items within 14 days counting from the day after the order was placed. Items are delivered the Saturday the week after the order deadline date (Japan Time) displayed on the item information screen.
A.5
The shipment date cannot be specified. Please kindly understand that we cannot do so, even if you notify us of your absence in advance.
A.6
After your items have been shipped, it is possible to change the delivery date if you contact the customer support center of the appropriate local courier service yourself.
*We regret that you cannot specify the shipping service used.

• Hong Kong Yamato Tracking : 
http://hk.ta-q-bin.com/tc/ (Traditional Chinese)
http://hk.ta-q-bin.com/en/ (English)
• Hong Kong Yamato Inquiry No. : 
(852) 2829-2222
A.7
①If you haven't received a If you wish to ship to an address other than your home ad email.
Your order may not have been shipped yet. Please login and check your order history to see the status of your order.
②If you received the "Shipping Advice" but 2 or 3 days have passed and your order has still not arrived, please e-mail us at cs_en@js-agri.jp with the your member ID, full name and order ID.

Also, after receiving our "Shipping Advice" email, you can use the check the delivery status by entering the tracking number (a 12 figure number, e.g. 178071111111). Please feel free to make use of this.

• Hong Kong Yamato Tracking : 
http://hk.ta-q-bin.com/tc/ (Traditional Chinese)
http://hk.ta-q-bin.com/en/ (English)
• Hong Kong Yamato Inquiry No. : 
(852) 2829-2222
A.8
We are able to change your shipping address if you contact us before your order ships out. Being able to change the shipping address depends on the timing (date & time) of you contacting us and the delivery region.
Should an address change not be accepted, please contact cs_en@js-agri.jp for details.
A.9
If you wish to ship to an address other than your home address, add and select a new address from "Customer Information" or on the "Shipping Address" page that appears during the checkout process.
Being able to change the shipping address depends on the timing (date & time) of you contacting us and the delivery region.
Should an address change not be accepted, please contact cs_en@js-agri.jp for details.
A.10
We are very sorry, but you can only specify one address per order.
If you want to ship items to multiple addresses, you have to order separately for each address.
A.11
Normally, we package purchased items per order, so we cannot send out items in multiple packages upon customer request.
However, in the case of a high-quantity order, or due to circumstances related to the package size for each item, an order may be shipped out in multiple packages.
A.12
We do not provide wrapping services as it is possible that the product may be opened at the customs in your country.

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