Frequently Asked Questions

About Membership Registration

Is membership registration required?

Membership registration is required to place an order on this site.
There are no enrollment or annual fees.

I don't know how to register as a member.

1. Please access the New Member Registration Page.
2. The membership registration screen will be displayed. Please enter your name, email address, and password.
   ※Please register a password of 5 or more alphanumeric characters.

I cannot register as a member.

If you cannot register, please check the following.

◎If the error message "This email address is already registered" is displayed
You have already registered with the email address you entered.
If you have forgotten your password, you can reset it.

◎If an error message other than the above is displayed / If you cannot register for other reasons
We apologize for the inconvenience, but please contact us via the Inquiry Form.

I registered as a member, but I haven't received the registration completion email.

After the registration procedure, a registration completion email is automatically sent. If you do not receive the email, the following causes are possible.

◎The email address is incorrect
Emails are sent to the registered email address.
If it is different from the email address you are currently using, please contact us via the Inquiry Form.

◎It has been sorted into spam
If you are using a free email service (such as Gmail), it may have been sorted into the spam folder, so please check your spam folder.

◎There are domain reception restrictions on your mobile carrier email
If your registered email address has reception restrictions, you may not be able to receive emails from this site (password reminder emails / order confirmation emails / inquiry reply emails, etc.). Please check your mobile carrier settings to lift domain restrictions or allow reception for "@grayparkaservice.com" and "@nagano-market.jp".

※Note on mobile carrier email addresses (docomo, ezweb, softbank, etc.)
Even if there is no problem with domain settings, emails may not be delivered because they are recognized as rejected due to the security settings of each carrier. Therefore, our store recommends registering an email address other than a mobile carrier email. If you wish to change your email address, please contact us via the Inquiry Form.

I forgot my password.

Please proceed with the password reset from the "Forgot your password?" link on the Login Page.

Please tell me how to withdraw from membership.

Please contact us via the Inquiry Form stating that you wish to withdraw.
We will process your withdrawal.

About Ordering

Is stock secured when I put items in the cart?

Stock is not secured at the moment you put items in your shopping cart. Stock is secured when the order procedure is completed.
Therefore, if another customer completes their order first while you have items in your cart, the item may be sold out depending on the stock quantity.
Also, if items remain in the cart for a long period, stock status and product prices may change at the time of ordering. Please note this in advance.

Can I order pre-order items and regular items together?

You cannot order pre-order items and regular items together.

I haven't received the order confirmation email.

An order confirmation email is automatically sent after the order is completed. If you do not receive the email, the following causes are possible.

◎The email address is incorrect
Emails are sent to the registered email address.
If it is different from the email address you are currently using, please contact us via the Inquiry Form.

◎It has been sorted into spam
If you are using a free email service (such as Gmail), it may have been sorted into the spam folder, so please check your spam folder.

◎There are domain reception restrictions on your mobile carrier email
If your registered email address has reception restrictions, you may not be able to receive emails from this site (password reminder emails / order confirmation emails / inquiry reply emails, etc.). Please check your mobile carrier settings to lift domain restrictions or allow reception for "@grayparkaservice.com" and "@nagano-market.jp".

※Note on mobile carrier email addresses (docomo, ezweb, softbank, etc.)
Even if there is no problem with domain settings, emails may not be delivered because they are recognized as rejected due to the security settings of each carrier. Therefore, our store recommends registering an email address other than a mobile carrier email. If you wish to change your email address, please contact us via the Inquiry Form.

I ordered but didn't receive the "Order Completion Email (LINE)" and the order history is not displayed on My Page.

If there is a flood of orders, it may take time for the Order Completion Email (LINE) to be sent and for the order history to be reflected on My Page.
If the payment and order procedures are completed normally, the Order Completion Email (LINE) will be sent shortly and the order history will be reflected on My Page, so please wait for a while.

※Please do not re-order if the order completion screen "Thank you for your order (Checkout Screen)" is displayed, as this may result in duplicate orders.

Can I cancel my order?

As a general rule, we do not accept order cancellations. Please be aware of this before placing your order.

Can I change the items or quantity after ordering?

We cannot accept changes to order details after the order is completed. Please be aware of this before placing your order.

Can I change the shipping address after ordering?

Even if you change the shipping address information on My Page after the order is completed, the order information will not be changed.
Please check the shipping status of your order and take the following actions.

◎Checking Shipping Status
Before contacting us, please check the shipping status of the relevant order.

1. If you have received a "Shipment Notification" email from our store
   Since it is "After Shipment", please contact Yamato Transport yourself to request changes.
2. Check the delivery status in the order history on My Page.
   • If delivery status is "Unfulfilled": It is "Before Shipment". Please contact our store immediately.
   • If delivery status is "Fulfilled": It is "After Shipment". Please contact Yamato Transport yourself to request changes.

◎If Before Shipment
Please specify the "New Address" in the Inquiry Form and contact our store immediately.
※Important※
Even if the delivery status on My Page is "Unfulfilled", we cannot accept changes for orders that have already started the shipping process. Please note this in advance.

◎If After Shipment
We cannot accept address changes (forwarding) after shipment.
Please check the information listed in the "Shipment Notification" email and contact Yamato Transport yourself.
※Our store cannot request forwarding to Yamato Transport.
※Our store cannot guarantee any additional shipping fees incurred due to address changes (forwarding).

※Important※
From shipments on June 1, 2023 (Thu), Yamato Transport charges a shipping fee for package forwarding.
If the delivery address is changed (forwarded) to an address different from the one listed on the shipping label due to "incorrect address," "long-term absence," or "relocation," shipping fees according to the new destination will be incurred, and will be charged to the receiver at the forwarded destination (payment on delivery).
Please check here for details.

If you are ordering from overseas, please check the following page.
International Shipping Service

Do you offer gift wrapping?

Our store does not offer gift wrapping services. We apologize for not meeting your expectations.

Please do not include a delivery note as it is a gift.

Our store does not include a "Delivery Note" or "Statement" listing the product price in the package. Even if used as a gift, please be assured that the price will not be revealed to the recipient.

Can you issue a delivery note?

After the product is shipped, you can issue it yourself on a dedicated page.
We provide instructions on how to issue a delivery note in the "Shipment Notification" email sent after shipment.
※From the viewpoint of paperless operations and personal information handling, our store does not include a "Delivery Note" listing the product price in the package.
※Also, we do not mail delivery notes. Thank you for your understanding.

Can you issue a receipt?

After the product is shipped, you can issue it yourself on a dedicated page.
We provide instructions on how to issue a receipt in the "Shipment Notification" email sent after shipment.
※Please note that we do not mail receipts or include them with the product.

I cannot remove items from my cart.

If an item in your cart is sold out, or sold out during the ordering process, the item will be displayed as "Sold Out" on the procedure screen.
If you press the "Continue" button displayed on the screen, you will return to the cart page with the sold-out items removed.

If you cannot proceed from the cart page, please long-press (right-click on PC) the "Remove" link of the relevant item and open it in a new tab. This procedure may solve the problem.

You can also reset the cart page with the "Empty Cart" button at the bottom of the cart page, so please try this as well.

If the item does not disappear from the cart with any of the above procedures, please try using your browser's private/incognito mode or another browser.

Reference)
・Browse privately in Safari on iPhone
・Browse in Private with Chrome

About Payment

What payment methods are available?

You can choose from the following payment methods.

• Credit Card (VISA, JCB, Master, American Express)
• Apple Pay
• Rakuten Pay
• d-payment
• Smartphone Payment (PayPay / au Pay)
• Paidy (Buy Now Pay Later)
  
  

If you are ordering from overseas, please check the following page.
International Shipping Service

Can I change the payment method after ordering?

You cannot change the payment method after the order is completed.

I don't know how to pay with "Paidy".

You will be notified by Paidy regarding the payment method and billing.

1. You will receive a billing amount notification from Paidy by email and SMS "between the 1st and 5th of the month following your order".
2. Please select a payment method and pay "by the 27th of the month following your order".

※Important※
From usage in June 2024, the payment due date and the delivery date of the billing amount notification (email or SMS) have been extended.

【Order Date: Before June 2024】
Example) Order placed on May 1, 2024

• Payment Notification: Billing amount notification sent by Paidy via email and SMS between June 1st and 3rd.
• Payment Deadline: June 10th

【Order Date: On or after June 2024】
Example) Order placed on June 1, 2024

• Payment Notification: Billing amount notification sent by Paidy via email and SMS between July 1st and 5th.
• Payment Deadline: July 27th

※You can also check payment methods and billing amounts from My Paidy.
⇒My Paidy is here (External Site)

※If you have any questions, please check the Paidy official website or contact Paidy directly.
⇒Paidy Official Website is here (External Site)

Can I order with a credit card in the name of a family member or friend?

As a general rule, our store does not accept the use of credit cards other than those in the name of the person placing the order. Please note that we may cancel your order as a result of credit card identity verification.
If you do not have a credit card in your own name, please choose another payment method.

Can I save my credit card information?

Please use the payment service "Shop Pay".
If you register your email address and mobile phone number with "Shop Pay", you can easily pay without re-entering your shipping address or credit card information by simply entering the 6-digit code sent via SMS to your mobile phone number at the time of your next purchase.
※Since the Shop Pay app does not support Japanese and does not allow Japanese address input, please register via the web page below.
⇒Register/Login to Shop Pay here (External Site)

What kind of service is Shop Pay?

Shop Pay is a payment service provided by our online shop system.
If you register your email address and mobile phone number with Shop Pay, you can easily pay without re-entering your shipping address or credit card information by simply entering the 6-digit code sent via SMS to your mobile phone number at the time of your next purchase.

Can I change the information registered in Shop Pay?

Changes to information registered in Shop Pay will not be reflected even if you change your membership registration information at our store.
Please log in to Shop Pay and change it yourself.
⇒Login to Shop Pay here (External Site)

Can I delete my Shop Pay account?

If you wish to delete your Shop Pay account, please proceed by yourself from the link below.
⇒Delete Shop Pay Account (External Site)

1. Enter the email address registered with Shop Pay from the link above and press the "Submit Request" button.
2. An email titled "Request to delete Shop account" will be sent to the email address you entered.
3. Please press "Delete Account".
4. Deletion is complete when the message "Your account has been successfully deleted." is displayed.

• Deleting your Shop Pay account will permanently delete the information stored in Shop Pay.
• Since Shop Pay and our store NAGANO Market registration information are managed separately, deleting your Shop Pay account does not delete your account at our store.

I can only select credit card as the payment method.

This is likely due to having registered or used "Shop Pay" once, so please check the following contents.

＜About Shop Pay＞
Shop Pay is a payment service provided by our online shop system.
If you register your "Email Address" and "Mobile Phone Number" with Shop Pay and save your shipping address and credit card information, you can easily pay by simply entering a 6-digit code (SMS authentication) from the next time onwards. Even if you have used Shop Pay once at another store, Shop Pay may automatically launch when you place an order at our store with "the email address registered with Shop Pay".

＜To select another payment method＞
If you proceed from the cart while "logged in to Shop Pay", you will automatically transition to the Shop Pay payment screen. If you wish to order with another payment method, please try the following.

1. Clicking "Proceed to Checkout" on the cart screen will take you to the "Pay now" page with your credit card information entered.
2. Please click 【Checkout as Guest】 at the bottom of the "Pay now" page.
3. You will transition to the checkout screen. Please enter the "Shipping Address", select the shipping method and payment method, and click 【Confirm Order】.

About Shipping

Which carrier do you use?

We ship via Yamato Transport Takkyubin.

If you are ordering from overseas, please check the following page.
International Shipping Service

How much is the shipping fee?

Shipping fees are set according to the delivery area.
Please check "Shipping Fee" in the User Guide for shipping fees by area.

If you are ordering from overseas, please check the following page.
International Shipping Service

Can I specify the delivery date and time?

For in-stock items, orders with "No Date Specified" will be shipped within 7 business days (excluding weekends, public holidays, and our company holidays) from the order date. Orders with a specified delivery date will be delivered on the date and time designated at the time of purchase.

Delivery dates and times cannot be specified for pre-order items. Pre-order items will be shipped within 7 business days (excluding weekends, public holidays, and our company holidays) from the "Product Release Date". Please note this in advance.

After shipment, we will send you an email containing the tracking number, so you can also contact Yamato Transport directly.

When will the product be shipped?

In-stock items will be shipped within 7 business days (excluding weekends and holidays) from the order date.
Pre-order items will be shipped within 7 business days (excluding weekends and holidays) from the product release date.

We cannot reply to inquiries regarding individual shipping timings.
Please note this in advance.

We will contact you via email with the tracking number at the time of shipment.

Can I combine separate orders into one shipment?

We cannot accept requests to combine products after ordering. If ordered separately, they will be shipped per order. Thank you for your understanding.

Can you ship overseas?

Please select a country/region where delivery is possible on the product purchase page.
If your country/region is not displayed, we are not currently shipping there.

If you are ordering from overseas, please check the following page.
International Shipping Service

I placed an order but the product hasn't arrived yet.

＜If not shipped＞
First, please check if the ordered product is a "Pre-order Item".
For pre-order items, the scheduled shipping date is listed on the product page at the time of ordering.
If the product has not arrived despite ordering only regular items, please contact us via the Inquiry Form.

＜If already shipped＞
Delivery may be delayed due to weather or road conditions.
The tracking number and delivery status URL are listed in the "Shipment Notification" email sent at the time of shipment. Please check via the "Delivery Status URL" or "Yamato Transport Parcel Inquiry System".

About Returns and Exchanges

Can I return or exchange items?

We do not accept returns or exchanges due to customer convenience. Please order with this understanding.

The product I received was defective.

We take every precaution, but in the unlikely event that you receive a product with initial defects or a product different from your order, we will handle the return or exchange.
Please specify the "Applicable Product Name" and "Quantity" and contact us via the Inquiry Form within [7 days after product arrival].
After confirming the contents, we will contact you again.
Please prepare photos showing the defect of the relevant product.
Please note that if a replacement cannot be prepared, such as for sold-out items, we may respond with a refund.

Please note that we cannot accept returns or exchanges for the following.

• If you contact us after [7 days after product arrival]
• If the product is returned without prior notice
• If scratches or damage occur after the customer has used the product
• Requests for returns or exchanges from anyone other than the purchaser
• If purchased via a route other than the official route, such as an auction site
• If purchased at a store other than our store
• Due to manufacturing specifications and individual differences
• Other cases where no defect is recognized based on our regulations

※We have established quality standards for plush toys and mascot products. Please check this page for details.

The delivery box received was damaged or dirty.

◎If only the delivery box is damaged or dirty
Please check the product inside, and if the product is not damaged or dirty, please accept it as is. We ask for your understanding.

◎If the product is also damaged or dirty
Please contact the shipping company directly for damage or dirt occurring during transportation.
If you discover damage or dirt after receiving the product, please be sure to take a photo of the damaged/dirty part, have the tracking number ready, and contact the Yamato Transport Service Center within [14 days of product arrival].

≪Yamato Transport Service Center≫
From landline: 0120-01-9625
From mobile phone: 0570-200-000
Reception hours: 8:00 - 20:00 (Open all year round)

The original BOX was damaged, so please exchange it.

◎If only the original BOX is damaged or dirty
Since the original BOX is a shipping box to protect the product inside, it cannot be exchanged even if it is damaged or dirty. Thank you for your understanding.

◎If the product was also damaged or dirty
Please contact the shipping company directly for damage or dirt occurring during transportation.
If you discover damage or dirt after receiving the product, please be sure to take a photo of the damaged/dirty part, have the tracking number ready, and contact the Yamato Transport Service Center within [14 days of product arrival].

≪Yamato Transport Service Center≫
From landline: 0120-01-9625
From mobile phone: 0570-200-000
Reception hours: 8:00 - 20:00 (Open all year round)

I couldn't receive the product and it was returned.

After we ship the product, if the product is returned to us because the customer did not receive it (including but not limited to refusal to receive, expiration of storage period due to absence, or unknown address), we will notify the customer's registered email address.
If you wish to have the product reshipped, please reply to our email within 1 month after the email notification. Note that reshipment will be sent with shipping fee payment on delivery.
If there is no reply or receipt within 1 month after the email notification from our store, the order will be treated as canceled by notifying the customer's registered email address, and the following costs will be borne by the customer. If the product price has been paid in advance, we will refund the remaining amount after deducting the customer's burden.

• Shipping Fee
  ※Fees are based on the regional shipping fees defined by our store. For details, please check "About Shipping" in the User Guide.
  ※This will also be charged for free shipping orders.
  ※If reshipment takes multiple times, shipping fees for the number of times will be charged.
  ※If return shipping fees are incurred separately due to the delivery company's terms, etc., that amount will be additionally borne by the customer.
• Actual expenses incurred regarding the ordered product (including but not limited to wrapping fees and various service fees)

Can I exchange promotional items (novelties)?

As a general rule, we cannot accept exchanges if it is due to manufacturing characteristics. Also, even if it is not, we may not be able to exchange it because the number is limited.
A bonus postcard may be included, but it cannot be exchanged even if it is damaged or dirty.

About Products

Please tell me the release date and time of new products.

We apologize, but we cannot answer individually regarding the release schedule of products. Information regarding released products is sent out appropriately from the following, so please check them.
※Please note that this does not guarantee information dissemination on the following sites.

• NAGANO Market (This Site)
• NAGANO info
• NAGANO Market Official Twitter

I would like resale or made-to-order production.

We cannot reply to inquiries regarding requests for resale or made-to-order production.
Please note this in advance.

If resale or made-to-order production is decided, we will announce it on NAGANO Market Official X (Twitter).

Please tell me the restock schedule for sold-out items.

We apologize, but we cannot answer individually regarding resale or restock information of products.
Information regarding resale and restock is sent out appropriately on NAGANO Market Official X (Twitter), so we would appreciate it if you could check it.
※Please note that this does not guarantee information dissemination on Twitter.

Also, if you enter your email address in "Receive Restock Notification" on the product page and click "Register", you will receive a notification when it is in stock, so please use that as well.
※Please note that the restock notification email does not secure stock.

Other

Please tell me the supported browsers.

Supported browsers are as follows.

• Windows: Latest versions of Google Chrome, Mozilla Firefox, Microsoft Edge
• Mac (Macintosh): Latest versions of Safari, Google Chrome
• iPhone: Latest version of Safari
• Android: Latest version of Google Chrome

If you use Internet Explorer, it may not be displayed correctly, so please use Microsoft Edge.
If there is a problem with the display or operation of the site, please try the recommended environment above.