Frequently Asked Questions
If you have a question that is currently not listed on this FAQ page,
please contact our support or create a ticket in our Support Center to get the fastest response.
Response within 24 hours is guaranteed.
SUPPORT: [email protected]
CUSTOMER SUPPORT HOURS: Mon - Fri, 10:00 - 19:00 (JST)
Delivery related questions
When will I receive my code?
How will I receive my code?
Your code will be sent to
the email address you provide on the checkout. Your
code will be sent to you in the form of either a code or a
Along with the order confirmation email, you will also
receive another email with the subject:
"Order #xxxx Downloads". Open the email and click the link of the product to download the card code (scanned image). Please double check your spam folder in case the email from our code server is mistakenly labeled. If you still don’t get your order within 24 hours, please contact our support at http://japancodesupply.com/pages/support
I did not receive any email!
For Hotmail and AOL users, your email server might experience
delay in receiving emails
(google: "Hotmail / AOL email delay" for a reference). For qq.com and 163.com email users, there have been several cases where qq.com and 163.com email server rejects all emails from us. We recommend using Gmail for prompt receipt of the code. Please use alphabet names when ordering. If you use non-alphabetic characters, your order will not likely be recognised by our system. Please check your junk/spam folder! 9 out of 10 inquiries we receive often end up finding the email containing the code mistakenly labeled as junk. Finally, if your order is flagged as suspicious by our automated system (one such trigger would be placing the order using a VPN or using a fake information), it will be put under review until one of our staff members manually checks it over.
Order related questions
I paid but my order was cancelled!
Your order can be automatically cancelled when:
- the item is out of stock
- you exceed your Purchase Limit
- the order is flagged as possibly fraudulent Please be rest assured, however, that you will NOT be charged for the cancelled order.
Every credit card payment process is a two step processes of Authorize and Capture.
When you placed order during checkout, you authorize us to capture the fund and charge your credit card. However, no fund is being transferred from you to us on this step.
We then check the order for stock availability, purchase limit and fraud.
If everything is okay, we will then capture the fund (=charge your credit card) and send the code. If your order is cancelled, there will be no fund captured nor code sent.
Can I cancel my order and get a full refund?
If your code has not been delivered yet, you may cancel it by contacting support. Otherwise, if your code has been delivered, there is no way to confirm whether a gift code has been redeemed or not without redeeming it due to the nature of the product. All sales are final, no refund will be issued, no cancel is accepted. The delivered code is guaranteed to be exactly as described and in working condition, if your code is not in working condition, email email@example.com within 48 hours of delivery.
My code is invalid. What do I do?
Please be aware that some websites will require you to be in Japan or use a Japanese VPN to redeem your cards. We are more than happy to help you if this is the case. Otherwise, please contact us within 48 hours of your delivery with a screenshot of the redemption error. We will check the card/code ourselves and if your case is valid, we will send you a replacement. We will not offer support if you contact us later past the 48 hour time frame.
Why was my order refunded?
Orders are refunded automatically when flagged as fraudulent. This usually happens if you access our site with a VPN or if you have made multiple accounts with us. If your payment is deemed as potentially fraudulent, we will automatically refund you or we may request for further verification.
Payment related questions
What are my payment options?
We accept debit or credit card payments via Paypal (you would need to create a Paypal account).
My payment was rejected even though I typed in the correct information!
We use a suspicious activity protection system that will automatically reject payments if it suspects any potentially fraudulent transactions. In many cases, it is because you are using a VPN to access our store. Please turn off your VPN service before trying to complete an order.
Product related questions
Can I use iTunes Cards to pay for my iTunes Match subscription?
Yes you can.
According to http://support.apple.com/en-us/ht4914: “You can use store credit to pay for your iTunes Match subscription; however, you must have a valid payment method on file at the time of sign up.” So you can buy one of these cards from our store to use as a payment method for your account during the sign up process.
Do I need to be in Japan to redeem my gift cards?
For some websites, you may need a Japanese VPN to redeem your gift card. However, please kindly note that you are not allowed to access our store with a VPN.
Can I buy a gift card and have it delivered to someone else?
If you buy from us we could only email the card to you. Feel free to forward the email we sent you to whoever you would like.
Should I use a VPN to access Japan Code Supply?
Please never use a VPN or any kind of proxy to access Japan Code Supply. Your order may be flagged suspicious if you access our site and place an order through a VPN connection. Please turn off your VPN and use a direct connection.
What are your office hours?
Our office hours (for support inquiries) are from 10:00 AM to 10:00 PM JST (1:00 AM to 1:00 PM UTC / 9:00 PM to 9:00 AM EST / 6:00 PM to 6:00 AM PST). However, orders are processed automatically, so you don’t need to wait until our office hours to place your order.