About change the order

  • Can I add or cancel any items?

      

    You cannot add or cancel any items. You will need to cencel the order and purchase again.

Payment

  • The payment amount is over JPY 5,000, but I cannot make the payment.

      

    To qualify for tax exemption, the law requires that purchases must exceed JPY 5,000 from a single seller. If the purchase is made only from WAmazing Shop, the amount must exceed JPY 5,000 within the store.
    If alcoholic beverages (Tokyu Department Store) are included, the total amount of alcoholic beverages alone must exceed JPY 5,000 or more. The total amount cannot be combined with products from WAmazing Shop or other sellers.
    If you are purchasing only pharmaceutical products (seller: Sugi Pharmacy), you can purchase them if the amount exceeds JPY 3,000 since they are not tax exempt.

Sugi Pharmacy Shinjuku 3-Chome Store

  • Information Regarding the Sale of Pharmaceuticals

      

    ■Matters pertaining to the management and operation of pharmacies or retail stores

    Photo of the store

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    Required information listed on the license of pharmacy or store-based distributors

    License classification   Store-based distributor
    Establisher   Sugi Holdings Co., Ltd.
    Store name   Sugi Pharmacy Shinjuku 3-Chome Store
    Address   Q Plaza Shinjuku 1F, 3-5-6 Shinjuku, Shinjuku-ku, Tokyo
    License number   2 Shinjuku City Public Health Office Pharmaceutical Health Division No. 278
    Validity period   January 8, 2021 - January 7, 2027
    Municipal Jurisdiction   Shinjuku City Public Health Center
    Administrator's name   Registered sales clerk: Naoyuki Muto
    Names of Pharmacists/Registered Sales Clerks

      Registered sales clerks

      Nozomi Tsuchiya, Asuna Miyoshi, Ayaka Tajima, Kageko Kono, 
      Sayaka Watanabe, Elisa Ito, Etsuko Lee, Ayuka Shimoyuki,
      Yibin Liu(In training), Kazushi Kameishi(In training)

      Responsible for consultation, providing information, and management of   display, sales, and shipping of pharmaceuticals

    Schedule of Pharmacists/Registered Sales Clerks

     Please click here for the work schedule.

    How to Identify Employees

      •Pharmacists: Wears a name tag with "薬剤師" (Pharmacist) and must wear a long white coat
      •Registered sales clerks: Wears a name tag with "登録販売者" (Registered sales clerk) and in principle, must wear a short white coat
      •Registered sales clerks in training: Wears a name tag with "登録販売者(研修中)" (Registered sales clerk in training) and in principle, must wear a short white coat
      •General staff: Wears a name tag with their name on it and wears the designated uniform

    Classification of pharmaceuticals requiring guidance and over-the-counter (OTC) drugs.   •Over-the-counter (OTC) Class 2 drugs, Designated Class 2 drugs, Class 3 drugs
      •Specially marketed Class 2 drugs, Designated Class 2 drugs, Class 3 drugs
    Operating hours, hours for online orders, availability of consultation outside of business hours, etc.   Store hours: 9:00 AM -11:00 PM (Open all year round)
      Online sales: 9:00 AM -11:00 PM
      Online orders: 24 hours
      Consultation outside of business hours: N/A
    Phone number for consultations and emergencies

      Sugi Pharmacy Shinjuku 3-Chome Store
      (TEL) 03-6457-3852
      Sugi Holdings Co., Ltd. Customer Support
      (TEL) 0120-921-771 (10:00 AM to 7:00 PM)

      (HP) http://www.drug-sugi.co.jp/

     

    ■Matters related to the sale of pharmaceuticals requiring guidance and over-the-counter (OTC) drugs.

    Pharmaceutical Definitions

      •Pharmaceuticals that require guidance
    Pharmaceuticals that require particular attention to safety, including side effects and interactions with other medications, require face-to-face guidance from a pharmacist.
    OTC drugs are categorized into risk classes, ranging from Class 1 to Class 3.


      •Class 1 drugs
    Pharmaceuticals that have limited usage history as over-the-counter (OTC) medications and those that require particular attention to safety, including side effects and interactions with other medications.


      •Class 2 drugs
    Pharmaceuticals that require attention to safety, including side effects and interactions with other medications.


      •Designated Class 2 Drugs
    Class 2 drugs requiring special precautions


      •Class 3 drugs
    Those requiring some caution in terms of safety, including side effects and interactions with other medications.

    Pharmaceutical Labeling

      The following label is provided on the immediate container or capsule.
      If this indication is not visible, it is also displayed on the outer container or outer packaging.
      Pharmaceuticals requiring guidance are indicated with the words 『要指導医薬品』 ("Pharmaceutical procuct requiring guidance") and surrounded by a frame.
      Class 1 drugs are indicated with the words 『第1類医薬品』("Class 1 drug) and enclosed in a frame.
      Class 2 drugs are indicated with the words 『第2類医薬品』("Class 2 drug") and enclosed in a frame.
      Designated Class 2 drugs are indicated with the words 『第2類医薬品』  ("Designated Class 2 Drug") and enclosed in a frame, and the word "2" is also  enclosed in a circle or a square.
      Class 3 drugs are indicated with the words 『第3類医薬品』("Class 3 drug) and enclosed in a frame.

    Information provided and guidance regarding pharmaceuticals

      Pharmacists are obligated to provide customers with information using documents for pharmaceuticals requiring guidance and Class 1 drugs.
      Pharmacists and registered sales clerks are obligated to make efforts to provide information to customers for Designated Class 2 drugs and Class 2 drugs.
      Before purchasing Designated Class 2 drugs, please refer to the "The following people should refrain from using this product" section on the outer package and other indications, and consult with a pharmacist or registered sales clerk for guidance.
      Upon request, a pharmaceutical specialist can provide information on Class 3 drugs.

    Indications on over-the-counter (OTC) drug sales websites

      Designated Class 2 Drug, Class 2 Drug, and Class 3 Drug will be indicated in front of the product name.
    Indications for Designated Class 2 drugs on the sales website, with labeling emphasizing the need to verify contraindications and consult specialists   Before purchasing, please review the "precautions" and "when to consult" sections to understand any restrictions. Additionally, there are indications to encourage consultation with a pharmacist or registered sales clerk before purchasing.

    Regarding the display of pharmaceuticals requiring guidance and over-the-counter (OTC) drugs

      <Store displays>
      •Display of pharmaceuticals requiring guidance and Class 1 drugs
      Customers do not have direct access to the display, as they receive information directly from the pharmacist before purchasing the products.
    Empty boxes will be displayed in the stores.

      •Display of Class 2 and Class 3 drugs
      They are categorized and displayed based on their risk level in the pharmaceutical sales area.

      •Display of Designated Class 2 drugs
      Displayed within 7 meters from the consultation counter.
     

    <Product display for the online store>
      Designated Class 2 drugs, Class 2 drugs, and Class 3 drugs are displayed in order of risk category.

    Relief for adverse reactions caused by pharmaceuticals (Adverse Drug Reaction Relief System)


      If you experience adverse reactions from a pharmaceutical product, you may qualify for the "Adverse Drug Reaction Relief System." Contact: Pharmaceuticals and Medical Devices Agency (PMDA)

      Phone: 0120-149-931 (Toll-free)
      Hours: 9:00 AM - 5:00 PM, Monday through Friday (Excluding public holidays and New Year's holidays)
      Website

    Measures to ensure proper handling of personal information

      The personal information obtained through the provision of pharmaceutical information will be handled in accordance with the Sugi Group's Basic Policy on Personal Information Protection. We are committed to ensuring that your personal information is not disclosed to third parties. However, there may be instances where information must be reported to administrative authorities upon request.

    Additional information

      •We kindly ask for your cooperation in ensuring the correct purchase and usage of pharmaceuticals. It is advisable to retain the "package insert" included with the medicine and keep it accessible while the medication remains in your possession, enabling easy reference whenever necessary.
      •The medicines we sell have a minimum expiration date of at least 6 months.

      •Precautions for Pick-up

    Contact information for inquiries regarding problems retrieving your purchases before departure due to locker malfunction or other issues.

Precautions upon receipt of payment

  • Precautions upon receipt of payment

      

    If you are unable to receive your product due to a system malfunction, please contact Customer Support using the inquiry form below.

    Please choose from the following three options:
    Option (1) Full refund (If you wish to receive a full refund, please send us the information from 1 to 4)
    Option (2) Pay the remaining amount and mail it to your designated location.
    Option (3) Change the date of receipt

    ▼Please respond with the following Information and your choice of the options above
    1. Your order ID
    2. Please take a picture of the system error message
    3. Please take a picture of the landing permit sticker issued at the time of your current entry into Japan.
    4. Please take a picture of the ID page of your passport.
    5. A selfie photo of yourself (no filters or editing please)
    6. Whether you are near a locker or not, your upcoming schedule

    *Precautions*
    For response (3), please contact us during customer service business hours (between 10:00 AM and 7:00 PM Japan time), and our customer support will review your request on an on-site monitor and respond to you in real-time.
    If you are in a hurry, please go to your next destination.

    Contact information for inquiries regarding problems retrieving your purchases before departure due to locker malfunction or other issues
    https://www.wamazing.com/kaimono/pickup_support

About commodity items

  • Are pharmaceutical products eligible for tax exemption?

      

    Pharmaceutical products (seller: Sugi Pharmacy) are not eligible for tax exemption.
    If you are purchasing only pharmaceutical products (seller: Sugi Pharmacy), you can purchase them if the amount exceeds JPY 3,000 since they are not tax exempt.
    In addition, since pharmaceutical products are not tax exempt, the payment will be made at 100% including tax instead of the 20% reservation fee.

    Are these items sold by WAmazing also available at airports in Japan?

      

    Some items are available at duty-free stores at airports in Japan, but some items are exclusive to WAmazing (directly purchased by manufacturers/wholesalers).

    WAmazing-exclusive items are manufactured/distributed in Japan and are slightly different from the items sold at duty-free stores at airports.

About cancel order

  • Is there a cancellation fee ?

      

    No cancellation fee will be charged if it cancellations are made before the product is shipped.
    After shipment, a cancellation fee of 20% of the product price will be charged.
    The timing of shipment depends on the product purchased.

    Please check your purchase history for details.
    https://wamazing.com/account/me/orders

About coupon

  • If I cancel my order, can I reuse the coupon code I applied to the order?

      

    If you cancel after the cancellation deadline, the coupon you used will not be returned.

    What are the terms of use for coupons?

      

    For terms of use for coupons, please refer to My Page > Coupons or the coupon selection screen on the cart page.

    A maximum of one coupon can be used per seller. Coupons can be used together if the sellers are different.

    (Example)
    Coupons can be used together in the following cases
    1 coupon for WAmazing Shop
    1 coupon for pharmaceuticals (Sugi Pharmacy)
    1 coupon for alcoholic beverages (Tokyu Department Store)

    How can I use the coupons?

      

    1) To register and select a coupon, tap "Select Coupon" on the cart list screen and the personal information entry screen. On the pop-up screen, you can register and select a coupon.
    2) Please make sure to select the coupon before purchase as the coupon will not be counted automatically.

     

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How to pick up the products?

  • Some of the items I received were damaged.

      

    Please contact our customer support with a picture of the item concerned so that we can check its status.

    I do not have a passport with an electronic chip. Can I still retrieve my items?

      

    If you do not have a passport with an electronic chip, you will not be able to retrieve the items.

    After scanning my passport and verifying my identity, an error message appeared, and I cannot proceed. What should I do?

      

    There is a possibility that you may not meet the tax exemption qualifications, such as if your passport has expired, your residence status is not "Temporary Visitor," or if the person captured in the camera does not match the one registered in the passport. Alternatively, there may be a system error.
    We apologize for the inconvenience, but please contact us with your "Landing Sticker" attached to confirm your identity so that we can support to ensure that you can receive your items.

    What happens if my reserved pickup time has passed?

      

    If you miss your reserved pickup time to retrieve your items, your order will be cancelled.

    Please note that when items are cancelled in such situations, you will be charged a cancellation fee and will not be able to retrieve the items.

    I made my payment at the lockers to retrieve my items, but the items were not in my locker. What should I do?

      

    We sincerely apologize for the inconvenience. Please contact us, and we will mail the items to your home.

    Can I retrieve my items using the passport of a person different from the actual recipient?

      

    Due to the law, we are unable to proceed with the tax exemption procedure and cannot hand over the items.

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How to buy?

  • Are the services provided by WAmazing available when using JTTP (Japan Trusted Traveler Program)?

      

    Unfortunately, the services offered by WAmazing Shop are not available to those using JTTP.

    Do I need to pay when I make a purchase reservation?

      

    20% of the purchase price will be charged as a reservation fee.
    When you receive the product, you will be charged for the product, but the 20% reservation fee will be applied as part of the product price.
    When retrieving the items, please pay the amount after deducting the reservation fee from the product price.

    Are these items sold by WAmazing also available at airports in Japan?

      

    Some items are available at duty-free stores at airports in Japan, but some items are exclusive to WAmazing (directly purchased by manufacturers/wholesalers).

    WAmazing-exclusive items are manufactured/distributed in Japan and are slightly different from the items sold at duty-free stores at airports.

    Which payment methods do you accept?

      

    Payments can only be made online. Visa, Mastercard, JCB can be used.

    Wechatpay users will also be able to use wechatpay for the remaining payment when picking up items.

    Can I receive tax exemptions on purchases not exceeding 5,000 yen?

      

    Please note that tax exemption is only available for purchases of JPY 5,000 or more from a single source according to Japan's tax exemption system.
    If you wish to purchase alcoholic beverages (sold by Tokyu Department Store), you must spend a total of JPY 5,000 or more on just the alcoholic beverages. The purchase can not be combined with products from WAmazing Shop or other sellers.
    If you purchase only pharmaceutical products (sold by Sugi Pharmacy), you must purchase products totaling at least JPY 3,000. Pharmaceutical products are not eligible for duty-free shopping.

    When can I place an order? Also, when is the deadline for orders?

      

    Orders can be placed 3 months in advance.
    The order deadline is 11:59 PM (JST), 3 days before the scheduled pick-up date. This does not apply to orders placed on holidays and public holidays.

    Please check the website for details.

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