FAQs · Finance FAQs

  1. When will you deliver my books?!
  2. I can't find a book on your website. Can I order it from you?
  3. Can I order inspection copies from you?
  4. Can I get an estimate?
  5. What books do you recommend for my class?
  6. I haven't heard anything from you!
  7. Can I amend my order by email after I've sent it?
  8. My book / CD is defective. What can I do?
  9. Can I get a receipt?
  10. Can I call you to discuss my order?
  11. Can I order from abroad?
  12. How can I change my shipping address?
  13. How can I change my email address?
  14. Can I return books?


1) When will you deliver my books?

If the books are in stock, your order will usually take up to 10 days (7 working days). Deliveries to remote islands can take longer. If you need your books sooner than that, then please don't order as we cannot guarantee delivery. We cannot enter into correspondence on when exactly your books will arrive, whether they are in stock, etc.

Please note that publishers may occasionally run out of stock or put a title out of print. We will contact you via email if there are any delays.


2) I need a book but I can't find it on your website. Can I order it from you?

No, we only sell books that are listed on our website. If you can't find the book (searching for the ISBN is the best way), then it means we don't sell it.


3) Can I order inspection copies from you?

No. Please order samples directly from the publisher.


4) Can I get an estimate?

Yes, but only if you represent a university.

You can request an estimate on the checkout page by selecting "Do you require an estimate be sent to you before placing your order?". You will receive an estimate via email which will also contain details of how to proceed with the order.


5) What books do you recommend for my class?

Publishers are very happy to discuss their books with you and we recommend you contact them concerning your needs. You can also view our Bestseller's list to see the most popular books. We don't offer advice directly.


6) I haven't heard anything from you!

Please check your spam folder to ensure that it hasn't been put there by your email service. To avoid mails going to spam, please ensure that you configure your email client to accept email from @eltbooks.com


7) Can I amend my order by email after I've sent it?

In order to ensure the accuracy of orders, we no longer accept amendments to orders by email. If you wish to add titles to your order or increase the quantity of an item, please make a separate, additional order.

If you wish to cancel items or reduce the quantity of an item, let us know and we will cancel your original order. You can then place a new order for the correct titles / quantities via the website.

We will do our best to ship multiple orders together so that you do not incur additional shipping fees.


8) My book / CD is defective. What can I do?

We will put you in touch with the publisher of the item, who will arrange a replacement product for you.


9) Can I get a receipt?

Yes. On request, a receipt can be sent by email as a PDF attachment. Please contact us after payment if you would like a receipt.


10) Can I call you to discuss my order?

In order to make sure we serve everyone as speedily as possible, we can't accept telephone or fax enquiries, but you can contact us by using the Contact Us form. Our staff will get back to you either by email or telephone.


11) Can I order from abroad?

Due to restrictions set by customs regulations and shipping companies affecting delivery time and costs, we are afraid we cannot guarantee the same service to customers abroad. Therefore, we are currently not accepting orders from anywhere outside Japan.


12) How can I change my shipping address?

If you have ordered before, just use the Returning Customer section of the Checkout page and write your new address in the comment field. You don't need to register again.


13) How can I change my email address?

When changing from an old email address to a new one, we need the old one to identify you in our system. Please use your old email address on the Checkout page in the normal way but also write your new email address in the comment field provided. We will then send an Order Confirmation to your new email address which will now be registered with out system.

Please note that if you try to use a new email address without first entering your old email address you will not be able to checkout.


14) Can I return books?

Please note that ELTBOOKS does not accept the return of any products unless in exceptional circumstances.




FAQ · Finance FAQs

  1. I want to pay by credit card – when and how do I pay?
  2. Can I change the way I pay?
  3. Why have I received two invoices for one order?
  4. Do I have to pay the shipping charges for multiple shipments?
  5. Who pays credit card charges?
  6. Where is my credit card payment link?
  7. The credit card payment link doesn’t work. What should I do?
  8. My credit card payment keeps failing. What should I do?
  9. Do I need to pay shipping or COD fees for subsequent shipments due to stock problems on your side?
  10. Who pays the shipping costs to return books?
  11. Can I pay by cash?
  12. When can I get a receipt?
  13. Can you confirm my payment?
  14. Can I specify the type of goods that the receipt is for?
  15. How do I know whether my credit card payment is complete?
  16. How can I identify your company on my credit card details?
  17. I've paid, but still received a payment reminder.
  18. What are your bank account details?


1) I want to pay by credit card – when and how do I pay?

You don't need to pay until your books are shipping. At that time we'll send you an email with a credit card payment link and instructions on how to pay.


2) Can I change the way I pay?

Yes, when your books are ready to ship we'll send you details of how to pay by credit card, bank transfer or via the Post Office.


3) Why have I received two invoices for one order?

We only invoice you for the books we send. If your order is sent in multiple shipments we send an invoice for each shipment.


4) Do I have to pay the shipping charges for multiple shipments?

No, you only have to pay shipping charges for the first shipment, and only if your total order is below ¥50,000.


5) Who pays credit card charges?

We do.


6) Where is my credit card payment link?

When your order is shipped, you are sent a shipment notification email. Within this email is the credit card payment link.


7) The credit card payment link doesn’t work. What should I do?

Try opening the email in a PC email client and follow the link from there. If you do have access to one, try typing in the address manually making sure you include any text which may have gone onto the next line.


8) My credit card payment keeps failing. What should I do?

A payment can fail for a number of reasons and it is the credit card processing company (PayPal) who can provide you with information on how to resolve this. You can contact PayPal customer support on 0120-271-888 from a landline or 03-6739-7360 from a mobile.


9) Do I need to pay shipping or COD fees for subsequent shipments due to stock problems on your side?

No.


10) Who pays the shipping costs to return books?

If the return is necessary due to a mistake on our part then we will pay the shipping costs, otherwise the customer should pay the shipping costs to return books.

11) Can I pay by cash?

No.


12) When can I get a receipt?

If you asked for a receipt when you ordered we will send an electronic (PDF format) receipt that has our company seal on it. This electronic receipt has been approved for all accounting and tax purposes. Receipts are sent out automatically at least once a month, usually more often. Please wait 30 days before asking when your receipt will arrive. 


13) Can you confirm my payment?

If you asked for a receipt, please see above. If you did not then there is no need for us to confirm payment. If we believe payment has not been made you will receive a payment reminder within 14 days of the shipping date of your order.


14) Can I specify the type of goods that the receipt is for?

No. Our receipts are standard and approved for use for all accounting and tax purposes.


15) How do I know whether my credit card payment is complete?

Upon payment, you will receive an email from Paypal, the company that processes credit card payments for us. In addition to that, and in order to avoid double payments, you are not able to pay the same invoice twice using the payment link. If the payment screen does not say explicity say that the payment has been made, the payment has not been made. If you cannot find the PayPal receipt, please check your spam folder.


16) How can I identify your company on my credit card details?

Payments to us are marked as "PAYPAL*ELTBOOKS".


17) I've paid, but still received a payment reminder.

There is sometimes a time lag of a few days between your payment being made and it being registered with our systems, especially for payments made via the Post Office. If you are sure you have paid and receive a payment reminder just a few days later then please ignore the reminder.


18) What are your bank account details?

Click here to see the details.



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