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    Frequently Asked Questions


    Q. Are all of the products in the gallery handmade?
    Q. Are the products made-to-order?
    Q. What forms of payment are acceptable?
    Q. What is your returns/refund policy?
    Q. What if my order is damaged?
    Q. Is my order taxable?
    Q. How are products shipped?
    Q. How can I track my order?
    Q. Shipping Times - How long does it take for me to receive my order?
    Q. Are there discounts available?
    Q. How can I include my art on The Japanese Connection website?
    Q. How can I contact The Japanese Connection?
    Q. How can I put a link to my site on The Japanese Connection website?
    Q. Can I place my orders with a live operator, over the phone?




    Q. Are all of the products in the gallery handmade?
    A. Yes, every product on the site is a piece of art, crafted by the artist. With the exception of the Shakuhachi bamboo flutes, none of the pieces exist in stock; the artists go to work preparing them, once they receive your unique order. Because the bamboo used for the flutes takes two years to dry, Mr. Toji has a number of flutes as works-in-progress, varying in stages of completion from freshly-cut to just-finished.

    Q. Are the products made-to-order?
    A. Yes, as mentioned above, with the exception of the Shakuhachi bamboo flutes, none of the pieces exist in stock. So, when you place an order, you are asking one of the artists to make something for you, specifically. Each order is a request for a unique, custom-made piece of craftwork from a Japanese expert in the field.

    Q. What forms of payment are acceptable?
    A. Paypal, Visa, MasterCard, American Express, Discover Card, cashiers checks, and personal checks are all acceptable forms of payment. Credit cards can be used on-line for instant payments, or credit cards may be used in phone orders, when speaking to a live operator. Personal checks require a seven-day waiting period when received, at which time the order to begin preparing the piece will be forwarded to the artist.

    Q. What is your returns/refund policy?
    A. All products on the The Japanese Connection website are custom-made. That means that when you order something through us, we forward the order to the Japanese artist who will begin immediately to create your item, according to the specifications you give. Once the artists have begun to make the order, they are creating something that cannot be re-sold. Therefore, we urge you to make certain that what you order is what you want. We will send an email confirming the details of your order-please review your order details carefully. Once we receive your order, our artist will begin work. Except in the case of damages incurred during shipping, there are no refunds of payments or deposits. Our shipments are insured! So, if the product you receive is damaged, The Japanese Connection will gladly credit or refund the full purchase price, based on the following guidelines:
    1.) The original shipping cartons, packing and contents must be made available for our inspection.
    2.) The Japanese Connection must receive notice of damaged goods within 10 days of delivery of the product the customer ordered.
    3.) In the case of a claim for concealed damage which is not discovered at the time of delivery, the sender or recipient must notify us as promptly as possible after the discovery of the damage, and in any event not later than 10 days after the date of delivery. Again, the original shipping cartons, packing and contents must be made available for our inspection. We urge you to inspect your order immediately and thoroughly when you receive it.
    If you pay by check and are eligible for and seeking a refund, The Japanese Connection will refund you by check. If you pay by credit card and are eligible for and seeking a refund, The Japanese Connection will either credit the same credit card used or refund you by check. Customers eligible for a refund may also receive credit with The Japanese Connection in lieu of a refund. Customers eligible for a refund may receive full replacement of the damaged order in lieu of either a refund or credit with The Japanese Connection.

    Q. What if my order is damaged?
    A. If the product you receive is damaged, The Japanese Connection will gladly credit or refund the full purchase price, based on the following guidelines:
    1.) The original shipping cartons, packing and contents must be made available for our inspection.
    2.) The Japanese Connection must receive notice of damaged goods within 10 days of delivery of the product the customer ordered.
    3.) In the case of a claim for concealed damage which is not discovered at the time of delivery, the sender or recipient must notify us as promptly as possible after the discovery of the damage, and in any event not later than 10 days after the date of delivery. Again, the original shipping cartons, packing and contents must be made available for our inspection. We urge you to inspect your order immediately and thoroughly when you receive it.
    4.) Please note that natural tarnish accumulates on our silver jewelry over time and refunds will not be issued in cases where tarnish has naturally developed. This tarnish can be quickly and easily removed with silver polish. Additionally, our silver jewelry is not polished to a mirror finish and therefore has visible micro-lines, something common to most soft metals such as silver, gold and platinum.

    Q. Is my order taxable?
    A. Some countries levy tariffs on incoming shipments such as ours. If you are concerned about such tariffs, please contact your customs department to determine whether such tariffs apply to your purchase. Products shipped within the United States are not taxed unless the destination is Washington State, in which case a sales tax of approximately 8% applies.

    Q. How are products shipped?
    A. The Japanese Connection uses the United States Postal Service Priority Mail for orders of small dimensions. Orders of large dimensions, such as shoji sets, are surface-shipped using UPS.

    Q. How can I track my order?
    A. Simply send us an email at Orders @ TheJapaneseConnection.com, including your order number in the inquiry. We'll reply by email with your order status.

    Q. Shipping Times - How long does it take for me to receive my order?
    A. Many items are custom-made, and as works of art, they take time to prepare, ship and pass through customs. They may take as little as 4 weeks and as much as 16 weeks, depending on the item.

    Here is breakdown of approximate delivery times for our products and services from the time the order is placed to the time you should expect to receive your purchase:
    • Etched Jewelry - 3 to 5 weeks
    • Engraved/Hand-cast Jewelry - 5 to 9 weeks
    • Byobu Screens - 4 to 8 weeks
    • Stone Sculpture - 1 to 3 monthss
    • Hanko Seals - 3 to 5 weeks
    • Yukata - 6 to 9 weeks
    • Ceramics - 6 to 9 weeks
    • Candles - 6 to 9 weeks
    • Sahkuhachi Flutes - 7 to 10 weeks
    • Washi Paper - 6 to 9 weeks
    • Dyed Tapestries - 2 to 4 monthss
    • Digital Translations and Digital Calligraphy - 2 to 5 business days
    • Digital (electronic) Hanko Seals - 2 to 5 business days
    Please Note: Rush orders are available for some items. In such cases, rush delivery times will be given during the order checkout process.

    Q. Are there discounts available?
    A. Yes, bulk discounts are available. Please inquire with The Japanese Connection regarding your specific needs. You can contact us by phone from within the U.S. at 1-541-359-1339. International callers, please call The Japanese Connection at 01-541-359-1339. We can also be reached by email at ContactUs @ TheJapaneseConnection.com.

    Q. How can I include my art on The Japanese Connection website?
    A. The Japanese Connection is happy to include high quality, local Japanese artists and craftspeople who specialize in Japanese arts and crafts. If you or someone you know would like to be included on The Japanese Connection website, contact us by phone from within the U.S. at 1-541-359-1339 International callers, please call The Japanese Connection at 01-541-359-1339. We can also be reached by email at ContactUs @ TheJapaneseConnection.com.

    Q. How can I contact The Japanese Connection?
    A. You can contact us by phone from within the U.S. at 1-541-359-1339. International callers, please call The Japanese Connection at 01-541-359-1339. We can also be reached by email at ContactUs @ TheJapaneseConnection.com. Our physical address is:

    The Japanese Connection
    453 Hastings Road
    Port Townsend, WA 98368 USA

    You can speak with our live operators between 8:30 a.m. and 5:30 p.m., Monday through Friday, United States Pacific (San Francisco Time Zone) Standard Time. Your emails are also welcome and are promply responded to seven days a week.

    Q. How can I put a link to my site on The Japanese Connection website?
    A. The Japanese Connection is happy to accept links from your website. We ask that you reciprocate and place a link to The Japanese Connection on your website. Please email us at ContactUs @ TheJapaneseConnection.com with the name of your site, your web address and attach a graphical logo if you desire. We will then place your link on our site.

    Q. Can I place my orders with a live operator, over the phone?
    A. Of course! Just call from within the U.S. at 1-541-359-1339. International callers, you can reach us at 01-541-359-1339. We'll be happy to assist you with your order! You may, of course, place your order online using our secure shopping cart system. Or, if you prefer, you may send your check or money order in by mail to place your order. Feel free to use whichever method is most convenient for you!






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