First time visitors
Who we are
Founded in 2008 in Tokyo, Solaris Japan has been been a leading international retailer for Japanese figures, video games and all sorts of otaku-related merchandise. Over the years we have shipped hundreds of thousands of items to happy customers around the globe.
We source and ship all items from Japan and have a zero tolerance policy for counterfeits.
Our product selection includes close to 100.000 Brand New and Pre-Owned items.
We check the condition of every single item before we send it to you, to make sure you get what you are looking for.
We accept a wide range of payment methods:
We offer three different shipping methods:
All of our shipments are handled by the good people at Japan Post, except for some smaller Express orders to the USA, which will ship with DHL.
Your items will be carefully packaged (we use a lot of cushioning!) and shipped in an unmarked box.
Our site will automatically calculate all shipping fees for you.
Please note that, due to the size and weight of certain items, some shipping methods may not be available.
When will it ship?
Once your order is on the way, we will let you know via email.
All orders placed with us are usually processed within 72 hours (3 business days; which fall between Monday - Friday). We do not process orders on weekends or Japanese national holidays.
The shipping method does not impact the handling time of orders, meaning orders using Express shipping will not receive priority treatment or faster handling time.
The shipping durations displayed on our website are average estimations in business days, based on our experience. Please note that the handling time of 72 hours is separate from the shipping time. In some cases, shipping and handling can take longer, especially during high seasons like Christmas or New Year.
Potential delays caused by customs are not included in the estimated shipping time. If you live in a country with strict customs, please factor in some additional time for customs clearance.
As the shipping is not a service of Solaris Japan but the postal services, delays caused by the post office or customs do not give right to any kind of compensation, suspension or cancellation.
If a shipment is taking considerably longer than expected to arrive, please have your tracking number handy and get in touch with our support team and your local post office. In some cases the tracking status doesn't get updated properly even though your shipment is already at the post office or stuck at the customs inspection.
Since we ship your order directly from Japan there is chance that you will have to pay import fees in your country (unless you live in the USA). These fees are your responsibility, since you are importing goods into your country.
Our site offers a customs friendly invoice tool that you will see on the check out page. It can help lower the amount of import fees, but is by no means a guarantee to do so.
The way it works is simple: by moving the slider to the left you decrease the value printed on your order’s invoice.
However, be careful, because if you choose a very low value, it is likely that customs officers in your country will become suspicious. This is why we call the left end of the slider “Risky”.
Please also keep in mind that the insurance value is based on the amount shown on the invoice. Lowering the invoice amount will therefore lower the insurance value. So if your order is damaged or lost, we can only compensate for the insurance value you selected.
Before you order
Availability & Pricing
Items with an active order button are available and will usually ship within 72 hours.
Since our automated pricing system updates continuously based on Japanese market prices, sometimes price fluctuations occur. Compensation for price drops, unfortunately cannot be offered.
Shipping fees displayed for some products are based on weight information provided by manufacturers, which in some cases, can be incorrect. If this happens, you will be contacted in regards to the difference in shipping fees.
In rare cases, items can be displayed as available, while they are in fact sold out. If this happens, you will be contacted directly.
Pre-orders are required to be paid when you place them. Unfortunately, we currently can not accept delayed or partial payments.
If you order an available item together with a pre-order item, your order will be shipped once all items have become available.
Shipping weights and sizes are based on estimates provided by the manufacturer prior to release. It is possible that the provided information turns out to be wrong, in which case you will be contacted by us.
Release dates can be subject to change. The dates on the product pages will usually be up-to-date, however delayed adjustments are possible.
Some pre-order items may be announced with pre-order bonuses. Information about these bonuses or their quantity are based on estimates provided by manufacturer and might differ from the initial information. In cases where pre-order bonuses are not mentioned in the English product title, they will be provided on a first-come, first-served basis as long as stock is available.
If you have more than 1 open order with us, we can combine the shipping and dispatch the orders in 1 shipment. Please contact our customer support as soon as possible at email@example.com to prevent orders from being sent out separately.
In some cases, merging orders can result in a shipping fee surplus. The amount will be refunded to you as store credit.
We can send items of your order separately if you wish. Please note that additional shipping might apply in this case. Please contact our customer support at firstname.lastname@example.org if you need to split your order.
Excess shipping fees will be reimbursed as store credit.
The address associated with your account can be changed and updated via your account page . If you need to update the shipping address of you current order, you will need to contact our support at email@example.com .
Please double check the entered address before placing an order. The address cannot be changed after an order has been shipped. Please get in touch with your local post office in this case.
Please always contact us first if there is a problem with your order. No matter what the issue is, we will work out a solution with you. Please refer to our problem resolution page here for more information.
In case a shipment could not be delivered due to a wrong address, the package not being claimed or being refused by the addressee, it will be returned to Solaris Japan. To resend undelivered shipments, additional shipping fees will apply. Please refer to our Cancellation and Return Policy in case you are not interested in having your order resent.
A package returned to us by the post office as undeliverable, unclaimed, or refused by the addressee is not an authorized return and as such not eligible for a refund. In addition, shipping costs will not be compensated in the case of a package returned to us by the post office as undeliverable, unclaimed or refused by the addressee.
We ask you to keep an eye on your order’s tracking (if available) and to get in touch with your local post office if a shipment is taking considerably longer to arrive than we estimated (over 2 weeks for Express, over 3 weeks for Regular or over 10 weeks for Saver). Should this yield no results, please contact our customer support at firstname.lastname@example.org .
If a package appears to have been lost, we will launch an investigation with the Japan Post in order to try and find it.
Please note that the investigation process has no fixed timeframe and can take up to 3 months to complete.
Compensations or replacements cannot be offered while an investigation is still pending or if you chose an uninsured shipping method.
Reimbursements can only be issued with the same value as the declared invoice value.
Solaris Japan uses the following system to rate the condition of pre-owned items:
4 Star Rating: Very good condition with minor signs of usage
3 Star Rating: Good condition with some signs of usage
2 Star Rating: Average condition with several signs of usage or damage
1 Star Rating: Very used condition with obvious signs of usage or damage
All pre-owned items come complete with accessories and in box.
Please note that any pre-order or initial release bonuses are usually not included.
DLC codes included with pre-owned games are not guaranteed to be valid.
As a general rule, once your order has been placed it cannot be cancelled. Should however special circumstances apply, a cancellation is possible and a restocking-fee of 15% will be deducted from your ordered items' value, the minimum fee being ¥1000. Solaris Japan reserves the right to decide on a case-by-case basis whether to accept a cancellation request or not.
Orders that have already been shipped cannot be cancelled. Customers who want to return a shipped order may refer to our return policies.
Pre-orders cancelled up to 7 days prior to the release date will be subject to a cancellation fee of 10% of the item price.
Cancellations beyond this deadline will be charged a 15% cancellation-fee of the pre-ordered item(s), the minimum fee being ¥1500.
Free cancellations cannot be given for delayed release dates.
All returns must be approved in advance by our support staff.
Please contact email@example.com if you want to return your order.
Any approved return must be sent back to us within 7 days after delivery. A 15% return fee of the ordered item(s) will be charged, the minimum fee being ¥1000. The customer is responsible for bearing all costs associated with the return.
Returns need to meet all of the following conditions:
- All items must be complete, undamaged and in saleable condition
- New items must be factory sealed and unopened
- Returns have to be sent via registered mail
- All items have to be in their original packaging and well packed for shipping
- A print-out of the invoice must be included
It is the customer's responsibility to ensure the safe and undamaged arrival of the returned item(s). Refunds will be paid out after the arrival of the returned item(s).
Compensations & Refunds
Solaris Japan generally offers financial compensations in the form of store credit.
If exceptional circumstances apply, refunds in can be offered and will be issued in Japanese Yen. We reserve the right to decide this on a case-by-case basis.
Please note that Solaris Japan does not cover any fees charged by your credit card company or PayPal when processing refunds. All applicable fees are the sole responsibility of the customer.