--- F A Q ---
Frequently Asked Questions 

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  AV21 JAPAN / WaooJapan 
Office21 Japan

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#000 :: WAOO JAPAN !   
* Why should I buy from ALL JAPAN WORLD? What is so special about your DVDs compared to other Internet sites?
In our AV21 Japan,  all our DVDs are produced by the original makers. and we gather goods from such makers for you. Just maker's original products, high quality.
Our supplier include the best DVDs makers from Japan, e.g. SOD, Moodyz, Wandz, Waap .... etc.
Actually, we can gather any DVDs from Japanese makers / productions as your asking.
Japanese DVD standard is Region-2 ( just like Europe ), and some are Region-ALL.
If you cannot play such Region-2 coded DVD , you should select from Region-ALL only.
((( For USA customers, please remember that USA DVD standard is Region-1 , if you have just normal USA DVD player, you cannot play Region-2 ... , You have to check your system whether it can play Region-2 DVDs. )))

* Are your videos and DVDs  uncensored (XXX) ?
Every our Japanese Adult video / DVD is all mosaic censored goods.( for adult hard core parts ).
The reason why we carry on these censored goods, is under the control of Japanese Law & customer.
We cannot deal and ship any uncensored products. We have to comply to the legal restrictions of Japan.

* Do you sell Lolita videos?
No, we do not deal with any "Lolita" (Low teen), sexual , bullying videos at all.
We will not sell these videos. The young girl's DVDs are all produced under Japanese Law.

* Are your DVDs are maker original products or dubbing copied ?
Our dealing every DVD is the products of original maker.

* If I place many DVDs, can you give me any discounts ?
Oh! Nice question. It's depends on your case. Please tell me your order directly via e-mail.
We will be able to give extra discounts on orders exceeding 10 DVDs per one order.
In ordinary case, it's 5% discounts for over 10 DVDs order.

* What's the region code of your DVDs ?

It's not same, maker by maker. Almost DVD's region code is ALL/NTSC but some are Region:2.
Japanese standard is Region-2, but many makers produce the Region-ALL (Region-Free) DVDs. You can see the Region-number on our web pages. or If you ask us about any DVDs with such item numbers, we will notice you the region number.

#002 :: DVDs :
* Region number of Our Japanese DVDs
There are 2 numbers of DVD's Region number in Japan. Region=ALL and Region=2.
Generally it's Region=2 ( of  Japanese standard ). but  many good makers are making Region=ALL DVDs as well.
Roughly speaking .....
>> Region=ALL makers::
SOD ( Soft On Demand ), Waap, CineMagic ...
>> Region=2 makers :::
Moodyz, Attackers, ART, AROMA …. .

If you live in USA and want to play Japanese DVDs,
you should have ALL-Region ( Multi-Region ) DVD player...
if not, you can play only Region-1 and Region-ALL DVDs.
You cannot play Most Japanese Region-2 DVDs with your USA standards DVD player.
Please check and your DVD player if Region-2 is OK...

** World-wide DVD REGION code standards **
Region 1 : USA , Canada
Region 2: Western Europe, Japan, South-Africa
Region 3: S.E. Asia
Region 4: Australia, South-America
Region 5: Russia, Eastern Europe, Africa
Region 6: China

#003 :: USING CREDIT CARD : (Payment)
* I would like to make my order with using credit cards. What should I do?
Sure !! You can use your Credit Card for payment.
We can take Visa or Master card. Sorry we cannot take other credit card like AMEX etc..
We will charge on your credit card at Japanese YEN ( and then your credit card company will charge on you at the exchange rate depends on current bank rate )
and our name on your credit card bill is TSS : Tokyo Syupan Service Co. . . Please remember.

* How much in US.$ of your Jp.YEN ?
As usual, you can think that 100yen = US$.
It depends on the current bank exchange rate .It will change day by day. 
* How can I tell you my credit card details ?

You can tell them to us via email or from our mail form.
---> [[ MAIL : AV21 Japan - Office21 ]]
If you mind more security, you can send them by a few separated parts via email, or
You can send by credit card Image file , like BMP, GIF or JPG...
* The details we need for your credit card are ...

Credit Company Visa  or   Master 
Card Number 1234-5678-9012-3456
Expiry Date  04/14   (Month/Year)
Your Name on Card  Your Full Name
Issuing Bank full name Citi Bank etc..
Your billing phone number is this the one of yuor home ?

You can send Postal Money Order to us, or we can also take Bank Money Order.
In the case of Bank Money Order, if the amount is less than 30,000 yen ,
we need an extra 3,000 yen handling charge for processing the Money Order.

If you are in USA, and  If you will send us Postal Money Order, It should be
In this case, we need not such extra 3,000 yen for handling money order.
Note!! That's only United States International Postal Money Order .

* Other payment way ?
If your order amount is BIG, 
You can pay (wire) money by BANK TRANSFER money to our Japanese BANK.
If you will take this payment way, please tell us so. We will give you our bank details.
In this case, we need extra 3,000yen for bank fee, if your order amount is less than 30,000yen.
more you have to pay handling fee to your bank.

* When are you charging on my credit card ?
After receiving your application, we will charge on you at first. After then this charging was approved by credit card company, we will start to gather goods from makers.
If this approval is NG , we will proceed nothing at all.  In such case, we will notice you by email.
So you should keep your credit card balance enough well.

#004 :: ORDERING :
* How can I place an order to you ?
You can place an order using the order form on our web, or directly sending e-mail to us ( filling order-cat.No.### and quantity at least ).
Of course , you can send your order via email.
After then, when we got your order, we will show you *INVOICE * for you via email.
For quick delivery, when you send money order to us, you can tell us the date you send the Money order to us via email.
If you will pay by your credit card, we will charge on your card first soon.If you will register your credit card details for us, everything is going very quickly.

* What is your process of this order ?
Yes, That's good question !
According your application , we will charge on you at first. and at the same time, we will send you *INVOICE* via email. This INVOICE is our confirmation for your order.
If you have not registered your credit card details yet, please  inform us them quickly.
Then if this charging is OK, after then we will start to gather goods from makers.  We need around 2 days to 5 days for gathering them. It's different maker by maker or DVD by DVD..
After we got goods from makers, we will  ship out goods for you quickly.

Basically, if your order goods are of the many makers, then after we got them all from the makers, we will ship goods out for you, otherwise, If you want to let us separate into the some packages, please tell us 'by Separated Packages' , in such case, you have to pay each shipping fee by separated shipping.

* I ordered videos but not received your reply or INVOICE .

In many cases , you did not fill out your details on purchase, e.g.. Your postal full address  ..
In such cases, we will ignore your application. Otherwise..
Sorry , in that case , we may missed your application, If it's over 3 days after you ordered, could you please email us to confirmation ? We are usually reply you within 1 or 2 business days.
[[ MAIL : AV21 Japan - Office21 ]] 

* I can see the word *OUT* on your INVOICE, what's that ?
In many cases, that marked goods are * OUT OF STOCK *  or * Out of Printed * in makers' stock. so that we cannot gather them any more. In such case, we can find out used DVD products from the used DVD market, then we will show you.  Evem if used DVDs, almost DVds are high level condition with case and paper cover ... ( more almost used DVDs are cheap price than the bland new one )

#005 :: SHIPPING :
* How much is your shipping charge to USA ?
We are setting up shipping charge table on our Information page.
You can see our shipping charge on Shipping Charge page

* How long does it take to get the goods ?
It depends on your local postal delivery system.
For USA, it takes about 5 to 7 days if you want it shipped by AIR mail.
As we are using EMS-AIR mail , it may be shorted than normal AIR mail.
By this EMS air mail, e.g..to USA, our goods will reach USA Customs tomorrow!!
For ordinary DVDs that we are dealing , we can gather them from maker within about 2 days.
For other special DVDs, we have to wait that receiving from makers. It's around 5 to 7 days.
So after then we can ship out any goods for you according as your shipping way.

Notice!!    This delivery days are after our shipping out,  it's not after your order.
Basically, we will ship out your ordered goods after we received all of them from makers.

* Can you ship the goods by SEA ?
Yes, of course.
If it is not a rush order, the total charge could be much lower if you use SEA shipping.
We will be able to use SEA mail shipping. But it's not reliable shipping method !!!
If you will take any trouble in such SEA shipping, you may loose some money.

* Why don't you use Normal AIR shipping ?
Yes, we are using EMS AIR MAIL for air mail shipping.
The reason why we use this way, it's express delivery and registered. To avoid the risk and trouble of non-delivery and to track packages easily, we will use this EMS shipping system.

But, this EMS shipping is one of Registered mailing way, so If you are not at your home, it will delay....(your post office may keep it by themselves..)
If you are off your home during day,  or you have other reason,  Please tell us  'by Normal AIR'.
We may be able to ship out goods by normal air mail. according only your request. But Note! it's not registered mail way. ( Nobody can trace the shipping )

* I live in S-KOREA. Will I have any problems getting the adult goods ?
For some Asian countries, the local custom may not allow these adult goods to be cleared.
Recently, some goods to Canada or Germany have problems too.
* Delivery to Germany, there are many many German Customs checking.
* Now, we have been stopping to deliver good to Germany.
* Strict countries : Finland, Germany, Italy, Singapore, Thailand, S-korea, HongKong, Canada ....

But, …..For these cases, we will take following way...
Take off all adult covers, Send as Private Letter ....
(((More , if you want the shipping with no covers and no plastic cases, it's better , since the package will be so small and light weight, It's just like a simple letter )))

This way may be safe  usually. 
In any case, you should check with your local laws. If you have a good idea, please tell us.

* I am living in China , can you proceed my order ?
Very sorry , to China , we cannot proceed anything at now. since it's very very strict for adult goods in your country.

* What is there better way to ship to country where it's very strict for Adult contents ?
This is a very important question !!

Yes, we know some country are strict for Adult contents even if they are mosaic censored .
S-Korea, HongKong, Singapore, Taiwan ...etc. Asian countries.
Canada , Germany ., England , Turkey , Latvia ..... etc...
As mentioned above, for these countries, You can select the Normal -Air mail method.

* It's not convenience for me that you send by registered mail, since I am not at home during all day. How can you help me ?
Yes , in such case, we will be able to use normal AIR mailing way, but please remember that it's not safe way. In this case , even if you have delivery trouble, we can do nothing for you.
More, in this shipping case, we charge on you the same fee as EMS air mail.

* Can you send to my PO.BOX ?
Sure!! We are shipping goods to many member's PO.BOX. by EMS mail.
But if your PO.BOX is not enough large or full of many mail, that postal guy may not be able to put our package into your BOX. For avoid these trouble, we are writing your phone number on delivery sheet. So that could you please tell us your phone number ?

* When our postal guy come to my house, I'm absent, so I have not received my order....
Yes, our EMS air mail need your stay and received signature. So in such case , you should chose NORMAL AIR MAIL method and apply us so. Any way, for a few weeks, your post office ( delivery guys ) will keep that package.
So that you can ask that office to bring to you ..
If you did not ask them , that package will come back to us after about 2 months.
If you would like to send it to you , again, we need another shipping fee and we will charge on you that fee.

#006 :: MEMBERSHIP :

* If I am not a member of you, Can I buy any tapes from you ?
It's not a problem. Even if you are not a member of us, you can buy any goods from us, at the non-member's prices.
But if you are a member of AV21, you can get products at members' prices as long as you as a member.
So if you place a larger order or you order frequently, we strongly recommend you to join us as an AV21 member from at the 1st time order, together.

* Before I order the first time, do I need to register as a member first?
It's not a important problem,  you do not need to join first necessary.   You can join the same time when you place your first order.
The membership is available from your 1-st order surely. 

* I do not want to place order anything, but I want to become a member.
Sure !!, You can do so. But we think that you cannot get enough benefit as our member.
If you want to become only our member, you can pay membership fee by only your Credit Card.(MASTER or VISA ). In such case, you have to pay by your credit card. We cannot take any other payment from you.

* I cannot find out my favorite DVDs  in your titles, so that I would like to ask you to get DVDs  from other Japanese Internet web site. How can I do ?
Yes, sure !! Our AV21 members can ask us to get DVDs  from other Japanese web site instead of you and ship out to you from us. This service is for only our members.
Any way, you can ask us such your wants. Just send email us filling their URL , category and Item number , and other details that you can know ...etc...  that let us to find them out easily.
In this case, we need some handling fee. so regard as our selling prices ...
their original price + local delivery fee (2,000 yen) + 5% (getting TAX) + 50%~100% (our handling fee )...
Many Japanese web sites will not deliver to all of the world, they do to only domestic Japan.
Also , in these cases, we need to pay money in advance instead of you.. so we cannot give you any discounts.

* I haven't received my ordering products yet...
If the shipping is EMS, then we can trace the packages, otherwise no way ... Any way, in such cases,  please tell us via e-mail → [[ MAIL : AV21 Japan - Office21 ]]

* Can I ask our POST office about receiving your package.?
Sure, as we are using EMS (Express & Registered AIR mail ), You can check EMS-Item Number with your post office. If you worry about receiving packages, please ask us for your EMS shipping number. We will tell you the EMS shipping Number as soon as it is available. This EMS number can help you and us for the shipping problem.

If your post delivery man go to your home and know your are not in, they may bring back the package to post office and keep it for some days. They may inform you nothing at all. and then even if you know nothing, they will tale away it.
* My ordered goods have been confiscated by our Customs
or... it may be lost during shipping.
In such cases, we cannot give you any refunds at all. Because your import Customs surely received that package. In such case, there is sufficient evidence that you ordered and we've shipped out and your Customs receive it.
We can take the document from your Customs got that package.

Please feel free to ask any questions through e-mail.
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WaooJapan / Office21 Japan 

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