FAQ · Payment FAQs · Account 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. Can I return books?
14. My university / high school has specific paperwork requirements – can you handle that?
15. What's the shipping fee?
16. Where are my codes/digital license key purchases?
17. Can I get a refund for my code/digital license key purchase?

1) Where are my books?!

Your order can take up to 7 days (5 working days) to be delivered but we usually deliver within 3 working days. Deliveries to remote islands can take longer. If you need a guarantee that your books will arrive within 7 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 (usually within 1 working day) via email if there are any problems of this type.

Unfortunately, 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 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.

Alternatively, you can check the current status of your order by going to Recent Order Status in your Account section.

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 by using the Need Help? form at the bottom of the Order Details page in your Account section 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. You can download your receipt by going to the Invoice Details page in your Account section and clicking Download as PDF under the Receipt section.

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 Need Help? form at the bottom of the Order Details page in your Account section. 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 Need Help? form at the bottom of the Order Details page in your Account section.

13) Can I return books?

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

14) 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.

15) What's the shipping fee?

The shipping fee is included in the handling fee. The handling fee is FREE for orders over ¥ 50,000 (after the discount) or ¥ 700 otherwise. So if you're close to 50,000 why not order another book and get free shipping?

If we need to send your order in multiple shipment any handling fees will only apply to the first shipment.

16) Where are my codes/digital license key purchases?

After processing your order, we will send you an email confirming that your codes are available for you to download from the Your Codes page in your Account section. To receive your codes quicker, you can prepay for your order by credit card.

17) Can I get a refund for my code/digital license key purchase?

Due to the nature of code/license key products, we cannot offer a refund for a product which has already been issued to your account.

FAQ · Payment FAQs · Account 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 additional handling 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. Why?
21. Do I have to pay each invoice individually?
22. In case of multiple copies, the order total can be slightly different to the total of the various order items. 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. Please note that we invoice for each shipment we make. So if your order is split into two shipments, two payments will be required.

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?

You can download your receipt with our company seal on it by going to the Invoice Details page in your Account section and clicking Download as PDF under the Receipt section. This electronic receipt has been approved for all accounting and tax purposes. Please wait 10 days from the time of your payment to allow for the payment to be processed and the receipt to be available.

13) Can you confirm you received my payment?

You can check whether your payment has been received by checking the status of your invoice in your Invoice Details page in your Account section. However, please note that it can take up to 10 days for payments to be processed. 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?

In the Invoice Details page, just add the purpose of your Invoice under the Receipt section before downloading it and it will show up on your receipt.

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 my order still contains an invoice. Why?

Invoices are issued upon shipment, so when your order is packed, it has usually not been paid for yet. Feel free to ignore the invoice if you’ve paid already by credit card.

21) Do I have to pay each invoice individually?

If you have chosen to pay by credit card, yes. There are no fees involved for you at all. If you have chosen post payment, just use one of the payment slips you received and we will work out the maths. If you pay by bank, please add at least one invoice number to the payee's name -- or send us an email explaining what invoices the paid amount covers.

22) In case of multiple copies, the order total can be slightly different to the total of the various order items. Why?

Due to rounding and the fact that discount and consumption tax are added to the total, instead of being added to the individual item, the invoiced amount can differ by a few yen. If you require an invoice that is divisible by the number of books, please let us know and we can make a minor attachment to the invoice.

FAQ · Payment FAQs · Account FAQs

1. I've already ordered from you before. Why do I have to create an account?
2. I've placed orders using different email addresses in the past. Which do I use to Activate my account?
3. I can't sign in
4. How do I change my email address
5. How do I edit my address?

1) I've already ordered from you before. Why do I have to create an account?

We have added accounts so that you can keep track of the status of all your orders, download receipts, add additional shipping addresses, and more. If you've ordered from us before, all you have to do is enter your email address here and you'll be sent an email with your account password which you can use to sign in and view all your recent order history.

2) I've placed orders using a different email addresses in the past. Which do I use to activate my account?

You should activate your account using the email address you used to make your most recent order. You can then change that email address to a preferred one if you choose.

3) I can't sign in

If you've forgotten your password (or want to change it), you can reset your password by going here and following the instructions.

4) How do I change my email address?

Just go to About You in your Account section. Fill in your new email address and click Submit. Then, click on the link in confirmation email that you are sent to complete the email change.

5) How do I add, change or correct my addresses?

Go to Your Addresses in your Account. On this page you can create new addresses and delete old addresses. If you wish to correct an address, just create a new address with the correct details and delete the old one.