FAQs · Finance FAQs

  1. Where are 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?
  15. My university / high school has specific paperwork requirements – can you handle that?


1) Where are my books?!

Your order can take up to 10 days (7 working days) to be delivered — however, it is usually just a few days. Deliveries to remote islands can take longer. If you need a guarantee that your books will arrive within 10 days, then please don't order as we cannot guarantee delivery.

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

We cannot enter into correspondence on when exactly your books will arrive, whether they are in stock, etc.


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, or it's simply not available yet.


3) Can I order inspection copies from you?

No. Please order samples directly from the publisher. For publisher contact details, please click here.


4) Can I get an estimate?

Yes, but only if you represent a university or high school.

You can request an estimate on the Checkout page. 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 lists for adults and kids title sto see the most popular books. We don't offer advice directly. For publisher contact details, please click here.


6) I haven't heard anything from you!

Please check your spam folder to ensure that there are no emails from us that have 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”. In general, we do not recommend using an email address supplied by mobile phone operators as they have the tendency to limit email functionality.


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

No. 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 ship orders placed around the same time in one delivery so that you do not incur additional shipping fees.


8) The product is defective. What can I do?

In general, we will put you in touch with the publisher of the item, who will arrange a replacement product for you. If this is not possible, we will arrange a replacement for you directly.


9) Can I get a receipt?

Yes. Receipts are automatically issued at regular intervals and sent as a PDF by email. Please wait up to 10 days after payment before contacting us regarding receipts. Please understand that we do not send receipts by post.


10) Can I call you to discuss my order?

No. 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?

No. 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?

You can do this at Checkout for new orders. For existing orders, use the Contact Us form.


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 field provided. We will then send an Order Confirmation to your new email address which will now be registered with our 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 except in exceptional circumstances.


15) My university / high school has specific paperwork requirements – can you handle that?

If your school or college has complex paperwork requirements, and you expect to order over ¥300,000 worth of books in a single year, don't worry, we can handle it. Just let us know via the Contact Us form and we will sort it out with you.




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 you received 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?
  19. How are refunds handled?
  20. I’ve chosen credit card, but still my order contains an invoice and a post payment slip. Why?


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

You don't need to pay until your books are shipped (Note: restrictions might apply to first-time customers with no payment record). Upon shipment, 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, you can change your payment method any time, even without telling us. Watch out for an email with the subject "Your ELTBOOKS Order Shipment & Payment Details" which is sent upon shipment for details. Each shipment includes a post office payment slip that you can use if post office payment is your payment method of choice.


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 that makes up the whole order. So it’s possible for one order to have two or more invoices related to it.


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 with the subject "Your ELTBOOKS Order Shipment & Payment Details". 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. You can also try typing in the address manually.


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?

Receipts are sent out at regular intervals, automatically, by default. 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. Please wait 10 days from the time of your payment before asking when your receipt will arrive. 


13) Can you confirm you received my payment?

We do not confirm payments other than through the issuance of a receipt, so please do not contact us regarding this. 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 explicitly 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.


19) How are refunds handled?

If there is a refund due, we can either refund directly or assign credit to your account, which can then be used with your next order. Credits do not expire. Refunds by credit card are done within 5 business days. Refunds via bank transfer can take up to 45 days. In case of double payments or other circumstances not caused by ELTBOOKS, the transfer charges for bank transfers will be subtracted from the amount to be refunded.


20) I’ve chosen credit card, but still my order contains an invoice and a post payment slip. Why?

Invoices are issued upon shipment, so when your order is packed, it has usually not been paid for yet. As some customers want to change their payment method, your shipment will always include an invoice and a post payment slip. Feel free to ignore them if you’ve paid already by credit card.



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