Help

Q&A (frequently asked question)

About registration

  • Q1.

    Is registration necessary?

  • A1.

    To use our services, you need to register an account (free).

  • Q2.

    I want to change my account information.

  • A2.

    You can change your account information by accessing "Customer Page".After login, please check the "Account information" block located at the bottom of the "My account" page.Your registered email address will be used as your login ID, so it is unchangeable.If your mail address has been changed, please add the new one as a sub-email address.

  • Q3.

    I'm unable to login to my account.

  • A3.

    Please check the following terms:1. Please check your PC email address and your password. Be sure to double check you have typed the right email address and password.2. Clear cache. The cache saved by browser might casuse login failure. Please try again after deleting all the cache.※About how to clear cache, please refer to the guidance offered by your browser.

  • Q4.

    I forgot my password.

  • A4.

    Please enter the "Passward reset" page by clicking the "Forgot password" button in the login page and finish the procedure.The link for you to change your passoword will be sent by email, so plese do remember your registered email address.

  • Q5.

    Can I pay via creditcard?

  • A5.

    After Apr.1 2018,creditcard payment will be available.

  • Q6.

    Can I cancel my account?

  • A6.

    You can proceed to cancel your current account by clicking "Cancel my account" via "My account" page.However, please be aware that "Cancel my account" link will not be displayed if your order are under other status except for "Delivered" or "Cancelled".

About shopping

  • Q1.

    Which kinds of products are banned?

  • A1.

    The following are items that globally prohibited to be sent overseas:

    ・Gunpower
    ・Compressed gas (like gas for portable stoves)
    ・Flammable liquid (like oil ligthers and paint)
    ・Flammable solids (like matches)
    ・Oxidizing substances and organic peroxides (like bleach)
    ・Flammable solids (like pesticides, special chemical medicine)
    ・Radioactive material
    ・Corrosives substances (like battery)
    ・Others (like banknotes, tickets, pornographic materials)

    The prohibited items might vary depending on the country.
    Please consult the custom of your country for more information.

  • Q2.

    Can batteries be delivered overseas?

  • A2.

    Mobile batteries and lithium batteries are prohibited items in international shipment, so they are unable for delivery.

  • Q3.

    I ordered products without registering the special address for ToranoanaEC site. What should I do?

  • A3.

    Please cancel your order at ToranoanaEC site before it was dispatched, update your shipping address, and then place your order again.If your order has already been dispatched, our proxy purchase sevice will be inapplicable this time. Please try the services again after undating your shipping address.

  • Q4.

    I don't know wether my ordered products are prohibited in international shipment. Can you check them for me?

  • A4.

    We are sorry that our sevice is proxy purchase rather than a forwarding service, so we are unable to check if your order includes prohibited items.Please do check by yourself before placing the order.

  • Q5.

    I have registered as a dojin circle in Toranoana. Is the discount also applicable for AOCS?

  • A5.

    We are sorry that, due to that your payment will be proceeded by AOCS, you are unable to use any discounts pre-set in Toranoana.However, we do support campaigns such as limited time coupons and e-book set discount. Please check by yourself when placing your order.

  • Q6.

    Is there a purchasing limit of AOCS proxy purchese service?

  • A6.

    The payment limit of Paypal is 1 million (1.000.000)JPY every time.
    So please make sure the total amount of merchandize price+tax+shipment fee+procedure fee not higher than 1 million (1.000.000)JPY.

Arrival of Orders and Packages

  • Q1.

    My order is supposed to have already been delivered, but there is no status update in "My account" page.

  • A1.

    After your package was delivered to our warehouse, it takes 1~2 days for us to weigh it and get the EMS tracking number.If the status remains changed after 4 working days, please contact our inquiry forum by providing your order ID, order date, as well as your AOCS account ID.

  • Q2.

    Can you also delivery products that I ordered at other shopping sites?

  • A2.

    We are sorry that we only provide proxy purchase service.Forward delivery is out of our service scope. We currently only support proxy purchase for Toranoana.We will reture your package ordered from other shopping sites by freight collect.

  • Q3.

    I ordered several times at Toranoana. Can you keep my packages temporarily and delivery them together at one time.

  • A3.

    We are sorry that we do not offer forward delivery service but only proxy purchase sevice. Therefore, AOCS will deal each order seperatly. Thank you for your understanding.

  • Q4.

    Can my order be delivered to places within Japan?

  • A4.

    In that case, both the shippment fee and the shippment period will be reduced if you purchase at Toranoana obline store directly.

  • Q5.

    I tracked my EMS package status and found that it has been returned to AOCS by the customhouse or the local courier firms. What should I do?

  • A5.

    Your package will be returned if it contains prohibited items or the receipt period has been exceeded. After we received the returned package, we will inform you via email.

  • Q6.

    Can you seperate my ordered products and deliver them to different addresses?

  • A6.

    We are sorry that we can only delivery your order to one shipping address. Seperating ordered items for customers is out of our service scope.

Regarding receipt of the package

  • Q1.

    What are the procedures for a compensation claim regarding the damaged or missing EMS packages?

  • A1.

    If packing materials and goods are damaged, we will apply for compensation in accordance with EMS's regulations.
    A sender can make a claim for damages in relation to the postal item.
    Please note that if the package was delivered with conditions such as an item was stolen, went missing or broken, the addressee should keep the package and declare the loss or damage to the local post office.
    In cases of non-delivery, theft, partial loss or damage of the postal item, please first submit a Search Request or Tracking Request and wait for the result.If it is determined that a compensation claim is applicable in the situation, please proceed to the compensation claim application. Please fill out all the required fields in a "Compensation Claim Form" prepared by the assigned branch of the Postal office.

  • Q2.

    Will the courier services of my package be changed after it entered the destination countries.

  • A2.

    The courier will still be EMS after your package entered destination countires.

  • Q3.

    Several days has passed after the package was delivered. When can I receive it?

  • A3.

    Please check the shippment status by using EMS tracking numbr. EMS's tracking function might fail or react slowly, in that case, please contact the local courier firm for more information.

Regarding the error recovery if an error occurs.

  • Q1.

    Regarding the error recovery when an error occurs on the process of cooperation with TORANOANA EC site.

  • A1.

    In this case, please change the e-mail address of Toranoana ID at first. If the e-mail address of AOCS was the same as it of Toranoana, the duplication error will be occurred in Toranoana side.