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Top Questions
How Do I Place an Order with JPOPhelp.com?
Is Shopping at JPOPhelp.com secure? Is my credit card information safe?
When Will I be Billed for My order?
What Payment Options Do you Have Available?
Paying by Money Order or Cash! What Do I need to know?
Paying by Western Union Money Transfer New
What currency are the prices on your site?
FREE shipping Offer! What are the terms?
How do I contact your company?

Products FAQs
What format are the DVD's on our site? Can I play them on my North American player?
How can I play a Region 2 disc on my North American DVD player?
Do you have a printed catalogue?
Troubleshooting Guide for Ordering

Return & Refund Policy
What can I do if I have found defective or damaged products in my order?
Where do I send products that need to be returned?
How will you process my refund?

Product Fulfillment
How long till I receive my goods?
Shipping Options and Speeds
My order is taking a long time to arrive. What to do in case of delay?
The Item I want is on Backoder. What does that mean?
The item I want is Out of Print. What does that mean?
The item I want is on Pre Order. What does that mean?
How will my order be packaged? Is my privacy secured?
Customs / Import Duties

Is Shopping at JPOPhelp.com secure? Is my credit card information safe?

    JPOPhelp.com is committed to protecting your privacy.
    Is My Credit Card Information Secure?
    We appreciate the concern that many of our customers have regarding the security of online credit card transactions. You can be sure that JPOPhelp.com takes all necessary security measures to protect your credit card information, and DOES NOT release information to any outside organizations. In addition, we use the SSL technology to encrypt the information you send us throughout our Shopping Cart and Checkout process, so that it cannot be read in transit. When you input your information, you may notice that an unbroken key (if you are using Netscape Navigator 3.0 or earlier), or a locked padlock (if you are using Netscape Communicator 4.0 or later, or Microsoft Internet Explorer) appears at the left bottom of your browser.

    What information we collect and how we use it
    When you visit our website, JPOPhelp.com collects your IP address, which we use to improve our products and services as well as to help us administer our website and diagnose technical problems. Your IP address is also used to gather broad demographic information that does not personally identify you. To receive our website's newsletters and/or periodic email notifications with special offers, you only need to leave your email address with us.

    How we protect your information
    To protect against the loss, misuse, and alteration of the information under our control we have implemented security measures at this website.

    When you place orders or access your account information, a secure server is employed.

    All information you input is encrypted by the secure server layer (SSL) before it is sent to us and all the customer data we collect is similarly protected against unauthorized access.

    JPOPhelp.com will not share your personal information with third parties unless you have consented to the disclosure or the disclosure is necessary to:
    (1) Comply with the law or with legal process, or with requests from law enforcement authorities;
    (2) Protect and defend our rights and property;
    (3) Protect our customers or users from misuse or unauthorized use of the JPOPhelp.com website; or
    (4 ) Protect the personal safety or property of our customers or the public.

    JPophelp.com is an incorporated company operating since 1996. Since our inception we have always employed the highest standard of security measures to protect your data, which has resulted in 0% data theft.

When will I be billed for my order?

    We guarantee that your credit card will not be billed until your order is shipped out

    Q: Will I be refunded if you cannot provide me with the ordered items?

    We will arrange to bill your credit card account only after your order has been shipped. When we are not able to provide you with the ordered items, the captioned items are not shipped and thus, they will not be charged and no refund is required.

What payment options do you have available?

    JPOPhelp.com offers a wide range of payment options to customers to assist in your shopping experience with us. We accept:

  • VISA Card
  • MasterCard
  • Money Order
  • Cash (EURO, USD & Canadian funds)
  • Western Union Money Transfer
  • You should be able to find a convenient payment option that suits you most.

Paying by Money Order or Cash. What do I need to know!

    JPOPhelp.com welcomes Money Order or Cash payments.

    Payment must be mailed to our office in Canada. Our mailing address is:

    JPOPHELP Music and Books Inc.
    10612 Holly Park Lane
    Surrey, BC V3R6X9
    Canada

    Payment should be made in a well-concealed envelope so that the contents of the envelope are not visible on the out-side.
    Important Disclaimer

    If a item is marked as being on "back-order" status, it will be processed only once payment is received. Payment must be received within 10 days of the order date or JPOPHELP.com reserves the right to cancel your order. In the event that items ordered are "out-of-print" or obtainable, an EXCHANGE only policy will be in-effect. JPOPHELP.com will notify the customer within 4 weeks of their order date to inform if their product is out-of-print or still pending. The customer may choose to either continue waiting for their order to arrive, or order a replacement item(s) of equal value for no additional cost. In the event that Jpophelp.com does not receive a response from the customer within 120 days of their original order date, then the customer's order will be cancelled and no refund or exchange will be issued.

Paying by Western Union Money Transfer

    JPOPhelp.com now accepts Western Union Payments

    We've added a new payment option! Consumers have looked to Western Union® to help them stay connected to loved ones around the world for more than 150 years. Western Union is a global leader in money transfer services, offering the ability to send money to more than 245,000 Western Union Agent locations in over 200 countries and territories. Count on Western Union to transfer money, send bill payments, and purchase money orders and prepaid services.

    Sending payment is simple! Go to a Western Union branch in your city and provide the teller with the following information. You can then initiate a transfer of funds using Cash, Debit Card or Credit Card! Please note that Western Union charges a service fee!

    Name: Siegfried Bernath
    City: Surrey
    Province: BC
    Zip Code: V3R 6X9
    Country: Canada

    Once you have sent payment, Western Union will provide you with a "Money Control" number. Keep this number in a safe place and send it to our customer support staff at: jpophelp@jpophelp.com, and quote your order number. We will then receive payment and ship your order.

    It's That Simple!

PAYPAL

    January 1st, 2009 - JPOPhelp.com accepts PAYPAL

    What is PAYPAL? PayPal is an account-based system that lets anyone with an email address securely send and receive online payments using their credit card or bank account. How can I start using PayPal to pay for JPOPHELP.com orders?
    You will need to first open an account with PayPal. PayPal accept payment in either money transfer or credit card payment.

    How Do I Pay Using Paypal? To make a payment through PayPal Select the "PayPal" payment option during checkout. To do so:
    Scroll down to the Payment Type section on the Order Review page
    Scroll through the Payment Type selections
    Select the PayPal option
    Review your order details
    Click the Confirm Order button
    Review Your order again and select the Finalize Order button
    On the next page their will be a PAYPAL button! Click it to start sending payment
    The ordering process is now complete - the order number should now be shown on your screen.

    I've paid through Paypal! When do I receive my package? If you selected PAYPAL as your payment method, you will be expected to send payment within 7 business days, otherwise your order will not be processed. If you order contains an"in-stock" item, it will normally be shipped within 48 hours. If you order contains an item listed as being on "back-order", your entire order will be shipped when all items are in-stock. As back-ordered items are sourced from our distributors in Japan and may take up to 12 weeks depending on availability. Under normal circumstances most backordered items ship within 2 to 3 weeks. Any questions about product availability should be directed to our customer support staff prior to sending payment. Paypal Refunds In the event that JPOPHELP.com is not able to fulfill your order, after 45 days from receipt of your payment we will glady issue a full credit towards the purchase of other titles. This credit will be valid for up to 6 months from your original order date. Requests for money refunds by Paypal will only be permitted PRIOR to 45 days from the date of your original order. Refund requests must be made through our support staff at: orders@jpophelp.com. We will process your refund request within 10 business days, provided your order is not possible for us to obtain through our regular channels.

What currency are the prices on your site?

    All prices on our site are listed in USD dollars.

FREE shipping offer! What are the terms?

    Simple!

    To enjoy FREE shipping within the USA, simply order any 5 or more CD or DVD's. Proceed to the checkout page and we'll deduct the shipping fees right on the spot. Customers in Canada and Overseas receive special shipping discounts for ordering 5 or more items.

    Regular AIRMAIL shipping is only $2.50 within Canada and USA when 2 or more items are purchased.

What format are the DVD's on our site? Can I play them on my North American player?

    Most DVD titles available at JPOPHELP are encoded for Region 2.

    Exceptions to this are the IDOL and JUNIOR IDOL DVD's sold on our site. Many of these will play in any dvd players. There are many DVD's titles that are playable in all regions. Such titles are indicated as "Region Code: ALL" under "Edition Details" in item pages. If the indication is missing, then it must be assumed that the title is encoded for Region 2. *Please note that opened items are not eligible for returns, unless there is a manufacturer defect. So please make sure that your DVD player can play region 2 DVDs before completing your order Please make sure your DVD player is compatible with region-2 discs before finalizing your order. Also make sure that your TV is NTSC-compatible. First, all DVD's sold on our site are NTSC compatiable. What are the regional encoding standards?

      The "6" regions are as follows:

    • Region 1: US and Canada
    • Region 2: Japan, Europe, South Africa, and the Middle East (including Egypt)
    • Region 3: Southeast Asia and East Asia (including Hong Kong)
    • Region 4: Australia, New Zealand, Pacific Islands, Central America, Mexico, South America, and the Caribbean
    • Region 5: Eastern Europe (Former Soviet Union), Indian Subcontinent, Africa, North Korea, and Mongolia
    • Region 6: China

How can I play a Region 2 disc on my North American DVD player?

    JPOphelp.com offers DVD copying services

    To have your favorite videos made REGION FREE, please add the DVD you want to purchase, plus enter the product code DVD-01 to your shopping cart. We'll do the rest. It normally takes 1 to 3 business days for our support staff to make duplicates of a particular DVD.

How To Place an Order with JPOPhelp.com

    We want to make your shopping experience at JPOPhelp.com as easy as possible. Here's a quick step-by-step guide to purchasing JPOPHelp Music and Books products from www.jpophelp.com:

    • 1. Once you've found the JPOPHelp Music and Books products that you want, click the ORDER NOW button close to each product. This will enter the item into your shopping cart. If at any time you would like to check out then click the "Shopping Cart" link in the top menu of each page to display the contents of your shopping cart. In order to place items in your cart please be sure you have COOKIES enabled.
    • 2. Check the items in your cart, then click the GO TO SHIPPING OPTIONS button.
    • 3. The Shipping Options page requires two steps. First, select your shipping destination. This is done to establish the cost of shipping your order. Select your shipping destination, then click SEE METHODS.
    • 4. On the right side of the screen, select your shipping method. Once you have done so, click SEE ORDER TOTAL.
    • 5. Your Order Total Page will appear. It will show you the cost (in US dollars), including, shipping and appropriate taxes. Please note: Steps 5 - 8 do not apply to International destinations.
    • 6. Enter the appropriate customer information. Be sure to fill in all the fields, then click CONFIRM ORDER. Information on this page, including credit card and personal information, is passed via secure server and can only be viewed by JPOPHelp Music and Books.
    • 7. You will then be asked to confirm your order. Once you have done so, click FINALIZE ORDER.
    • 8. You will then see your order number, billing information and products that you ordered. Print a copy of this statement page. You will receive an e-mail to confirm your order and to thank you for shopping at JPOPHelp Music and Books.

Do you have a printed catalogue?

    We do not issue a printed catalogue. You can browse all available products online at JPOPhelp.com.

    Our company currently has over 195,000 products available in the JPOP, Visual, Anime, Movies, and IDOL category. We are constantly updating our database with new releases while removing out-of-print titles, making it impractical to offer a catalogue. Please be advised that many items go out-of-print quickly, and product availability may differ slightly than what is posted on our site. We endevour to provide accurate upates. Please email us at jpophelp@jpophelp.com if you questions about a specific product.

Is there any retail store for JPOPhelp.com?

    No. We decided to close our retail store in 2004 in order to focus on online sales and on wholesale. You can still order from our extensive catalogue online with 1-2 day shipping within the Lower Mainland!

    If you need to contact us about your order, our telephone number is:
    Tel: 1-604-496-4040

    Mon-Fri 10:00am - 6:00pm PST (Pacific Standard Time)

How Do I Contact Your Company?

    Please note that as of November, 2012 our company has moved its office location. Our main office is located in Surrey, British Columbia. Our mailing address is:

    JPOPHELP MUSIC AND BOOKS INC.
    10612 Holly Park Lane

    Surrey, BC V3R 6X9
    Canada

    Our secondary office is located in Blaine, WA. We have been serving Canada, USA and the rest of the world with their Japanese music needs since 1996.

    At JPOPhelp.com we'd love to hear from you. We are a customer focussed company that is 9 years young. Our preferred method of communication is email, and normally we can respond to emails within 24 hours. For general inquires, please contact us jpophelp@jpophelp.com

    If you prefer to talk to someone in person, you can reach us at 1-604-496-4040

    Or, if you prefer you can FAX your order to our customer support staff. Our fax line is: 1-604-496-4041

    Our customer support staff would be pleased to answer any questions regarding your order, or product requests. If you have suggestions on how we could improve our service to you, please contact us immediately.

US Shipping Options

    JPOPhelp.com offers different shipping options to our customers, all of which are efficient and reliable. We offer three different shipping options, namely "Media Mail", "First Class Airmail', and "Priority" mail. Most CD's and DVD's, regardless of weight, are shipped either by Airmail or Priority mail, using USPS. Magazine orders are normally shipped by Priority Mail unless otherwise specified.

    Estimated Arrival Times Once Order has been Shipped:

  • First Class Parcel (Airmail) - 3 to 6 business days
  • Priority Mail - 2 to 4 business days

Canada Shipping Options

    We are currently offering two different shipping options namely "Airmail" and "Priority".

    Estimated Arrival Times Once Order has been Shipped:

  • Airmail - 2 to 5 business days
  • Priority Mail - 1 to 3 business days

  • All packages with an end destination in Canada, ship via Canada Post from our Surrey, BC head-office. Canadian offers are subject to applicable GST and PST.

International Shipping Options

    We are currently offering three different shipping options, namely "Airmail", "Priority Mail", and "EMS Express".

    Estimated Arrival Times Once Order has been Shipped:

  • Airmail - 6 to 14 business days
  • Priority mail - 4 to 10 business days
  • Global Express (EMS) - 2 to 5 business days

How will my order be packaged and shipped? Will my privacy be ensured?

    Your privacy and security are top priorities for us. All our packages are shipped in brown bubble wrap packaging material that does not allow the content to be visible through it. On the shipping label our company address is displayed as "JPOPhelp Music and Books". In the event we ship items overseas, on the customs label we mark the package as either a "DVD or CD", with the country of origin. In the event that 5 or more items are ordered, or those of a more delicate nature we double wrap the items in bubble wrap and ship the item in a USPS box.

    If you are ordering Junior IDOL or Adult IDOL DVD's or magazines and need more details on the shipping process of these items, please visit our FAQ: Junior IDOL FAQ

VAT/Import Duties

    Orders going to Canada or the United States are not subject to duties.

    If you are receiving your order outside of Canada or the United States, you may be subject to VAT/import duties, which may be levied once the package reaches the country. If that happens, additional charges for customs clearance must be borne by you or the recipient of the order. To find out what these charges might be, please contact the customs office of the country in which the order is to be received.

What can I do if I have found defective or damaged products in my order?

    We offer a 30 day money back return policy on unopened CDs and Videos except for Japanese imports that were on backorder. If you discover that a CD isn't what you expected, you can mail it back to us (at your cost) for a full refund. Always use the regular postal service to return things and mark the customs slip as a gift with a value of $7 per item.

    If you receive an item that is damaged or defective, please email us within 14 days of delivery with your order number and a description of the condition of the damaged or defective item. Please note that unauthorized returns may be refused or disregarded.

Why Can't I Return Opened CDs?

    Once a CD is opened it is "used" and we can no longer resell it. In some cases we may be willing to purchase the CD back from you for a partial credit. If you would like to persue this option then please write a message to orders@jpophelp.com, providing details on which CDs you would like to sell and the order number of your original purchase if possible.

Where do I send products that need to be returned?

    Please obtain the authorization number (RMA) for the return and return your item(s), with the RMA number clearly marked on the return package, to the following listed address:

    JPOPHELP MUSIC AND BOOKS INC.
    (Attn.: Customer Service Department)
    14931 - 107A Ave, Apt #7
    Surrey, BC V3R 1V3
    Canada
    (RMA: 1234-0000000)*

    *Please write down the RMA number on the return package. Unauthorized returns, which may include returns not bearing the relevant RMA number, may be refused or disregarded.

How will you process my refund?

    You can choose to either have your refund made back to your credit card, have a check sent to you, or have credit at our store. Items returned that are not defective may be subjected to a 15% restocking fee.

How long till my order is shipped to me?

    Shipping time depends on a number of factors:

  • Is the item listed as in-stock
  • Is the item on backorder
  • Is the item a pre-order
  • Does my order contain both in-stock and backordered items
  • Please note that availabilities shown on our website are based on the information we retrieve directly from the distributors except for the items that are in our stock. While they are updated everyday, we occasionally encounter unexpected delays. Whenever we do we send an e-mail to let you know about the delay. Sometimes, items unexpectedly become unobtainable, and we also let you know by e-mail in such cases. Whenever we are updated by the distributors, we generate and send e-mails to let customers know as soon as possible. To make it possible to generate the e-mails as soon as possible, the process is mostly automated, and no explanation or reason for delay or cancellation will be provided. If you a specific question about your order status, please email us directly at: jpophelp@jpophelp.com

    If your item is on backorder, it will need to be obtained from our distributor in Japan before it is ready to ship to you.

    We try our very best to provide an accurate estimate of the "total shipping time" required to get your products delivered to your hands. Total transit time depends on a number of factors, including stock availability by our suppliers or the publisher, as well as time needed for items to be shipped to our warehouse in North America.

    Due to the thousands of items released in Japan each month, it is impossible for us to stock all titles in our warehouse. If your desired item is listed as a ˇ°backorderˇ±, we will do our very best to obtain it for you. We deal with a variety of distributors, making JPOPhelp.com an ideal source for tracking down your favorite Japanese media. Backordered CD's and DVD's from JAPAN generally take 2 to 4 weeks before they are received by our company. Magazines can take up to 6 weeks.

    Once your item has been received our customer support staff will notify you and expedite your order to you.

    Should a BACK ORDERED item be out of print we will remove that item from your order and ship the remaining products. If you have ordered enough products to qualify for free shipping you will still receive free shipping even if some of the products are not available.

The Item I want is on Backoder. What does that mean?

    BACK ORDER items are products that are not in-stock but can most likely still be ordered. It usually takes 2 - 4 weeks for us to obtain a CD or DVD that is on BACK ORDER, and 3 - 6 weeks to obtain a magazine. In some rare cases, it may take up to 10 weeks to obtain a particular item depending on stock availability by the publisher and our distributors. Should a BACK ORDERED item be out of print we will remove that item from your order and ship the remaining products. If you have ordered enough products to qualify for free shipping you will still receive free shipping even if some of the products are not available. We will not charge your credit card until the product is in stock and we can process your order.

My order is taking a long time to arrive. What to do in case of delay?

    An order enters the shipping process once all items in it have come in. In case of delays, you can either continue to wait for the delayed items to come in, cancel the delayed items, or have the delayed items shipped separately.

    The delay may be due to customs delays, low quantity delays, or possibly the product is out-of-print.

  • If you wish to cancel the item, please let us know by contacting us at jpophelp@jpophelp.com Please note that we can not always cancel items after they have been processed, as once our supplier has shipped them they are non-returnable.
  • When splitting an order, there will be a separate shipping charge as if the order was placed separately. You can have an item shipped separately by emailing us and requesting to have your order "split".

The item I want is on Pre Order. What does that mean?

    PRE ORDER items are new products that are soon-to-be available. To ensure that you'll be among the first to receive these products, we take pre orders through our online store. JPOPHelp Music and Books processes pre orders as soon as the new products are available. We will not charge your credit card until the product is available and we can process your order.

    If one item you want is IN STOCK and another item you want is on PRE ORDER, we suggest that you place two separate orders. If you do not, we will place the IN STOCK items on hold for you until all of the products are available and then ship them all at once to you.

Customs / Import Duties

    International customers are considered importers and must comply with all laws and regulations of the country in which the orders are received. You may be subject to import duties and taxes, which may be levied once the package reaches your country. If that happens, additional charges for customs clearance must be borne by you. We cannot predict or control what these charges may be, as they vary widely from country to country. Please contact your local customs office for further information. Also, we are required to show the accurate value of the items directly on the package.

    Clearance Fee

    In some countries, couriers may charge clearance fees independently from the customs duty for processing the packages through the customs. For more information on what these fees might be, please contact the post office of the country in which you are receiving your order.

    SPECIAL NOTE: JPOPHelp.com has offices in Canada and the States. Due to this our customers do not occur customs or clearance fees on any CD, DVD, or Magazine purchase from us! Just one of the many benefits to purchase with us :)

The item I want is Out of Print. What does that mean?

    Sorry, you're out of luck. Items marked as OUT OF PRINT are no longer in stock and have been discontinued. Sold out items can not be restocked by JPOPHelp Music and Books.

Troubleshooting Guide for Ordering

    Shopping Cart Troubles?
    If you are not able to add items to your shopping cart, or if items disappear from your shopping cart as you proceed with your order, please check the following:
    • Make sure your browser accepts cookies. In order for your browser to remember what items have been added to the shopping cart, it needs to accept cookies. If you are using Microsoft Internet Explorer, the settings on cookies can be changed in "Internet Options" located under "Tool" in the menu. As for Netscape, it can be changed in "Preferences" located under "Edit." The way to change the settings for cookies varies depending on the browser. Please refer to the help menu of your browser for detailed information on how to make it accept cookies.
    • Does your PC have a program that limits, screens out, or suppresses cookies? Programs are available that allow you to control the security levels while surfing the Internet, and they may be interfering with your shopping. Please check to see if there is such a program installed on your computer.
    • Some users of Safari, AOL browser, and other browsers sometimes encounter problems while trying to shop at JPOPhelp.com . If possible, please try again with either Microsoft Internet Explorer or Netscape.

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