Customer Service

You can choose between "EMS Express" or "Registered Small Packet Air" as your preferred shipping method. Both guarantee that your package arrives safe and in good condition, and also come with an online tracking number. Choose EMS Express if you require your package to be insured against loss or damage. We personally make sure that all products are shipped to our customers in standard, discreet packages.

Tracking of packages is available on the following page. Just provide the tracking number we send you upon shipping: http://tracking.post.japanpost.jp/service/jsp/refi/DP311-00100.jsp?locale=en

Shipping costs are calculated from the final weight and destination country of an order. Expect a shipping time between 4 and 7 days. Sometimes more depending on your country post services or customs procedures.

Physical disc materials like DVD or Blu-Ray will be exchanged if found defective (scratches on the disc or other physical damages only). A picture proof will be asked prior to any return agreement. Video materials will be exchanged once they are delivered back to us. No refunds.

According to Japanese laws, any sexual toy that is designed to come into contact with the mouth, penis, vagina or anus cannot be returned, nor exchanged, except for the following:
- Unused, defective electric devices such as vibrators.
- Unused and unsealed, defective dolls that do not hold air properly.
Returns will be accepted under the above conditions only. Items should be returned to us in their original and undamaged package. Exchanges will be granted after verification from us that the returned item cannot operate or fullfil the purpose it was meant for.

Customers who would like to cancel their orders can do so by contacting our sales department within 24hrs after the order was placed. A 20% cancellation fee will be charged if the cancel request fails to fit the 24hrs timeframe.

Shipping costs cannot be refunded. In addition, all international customers agree to take responsibilty for any eventual fees or duties, including shipping fees for returns.

All products will be shipped via EMS which includes tracking, insurance, and will take approximately 4-7 days delivery time. The SquarePlus staff will always do their best to help resolve any issues and meet the needs of our customers however, we do NOT accept liability for failure of local post office shipping systems which are out of our control.

'Special Orders' is a popular and easy way of getting rare items from Japan that are not currently available in SquarePlus's catalog. 15% of the orders we get are actually Special Orders, making this a very important part of our business, and a very popular way of ordering among our customers. The SquarePlus staff is always happy to receive new requests and will do their best to fulfill them.

To place a Special Order, please visit our dedicated page and fill the form according to the instructions provided.

Special Orders are handled as *prepayment*. Meaning that if the item(s) requested is found available at our distributors or somewhere else, no action will be taken until we actually agree with you on the final price, and receive payment for the request. Payments for Special Orders can be sent via Credit Card using our secure form.

Until a payment is received and accepted, placing a request using the Special Order form cannot be assimilated as a valid commercial agreement or contract between the customer and SquarePlus.
By accepting Special Orders, SquarePlus promise to do its best to fulfill the request but does not accept the liability for any failed or unfulfilled orders. As such, customers are free to cancel a request at any time **before** an agreement is reached and a payment sent.
SquarePlus will ALWAYS send you a proper invoice before asking for payment. Any payments received before an invoice has been created and sent to the customer will be rejected. Also please note that NO cancellation will be accepted and NO refunds will be granted after payment.