FAQ (Frequently Asked Questions)

Shipping questions:

Q: I see some items are only sold and shipped from Japan. Will those items ever ship from Canada?
A: No. There are no plans to stock those items in Canada. Shipping from Japan to most countries, even Canada surprisingly, is cheaper and often faster than shipping from Canada. We regret however that due to Covid-19 shipping to a number of countries is suspended or slower than usual. This is certainly not a situation we were expecting! The shipping options currently available for your country will be displayed once you add an item (from Japan) to the cart and select the destination country.

Q: What shipping carrier do you use? Who will delivery my order?
A: We normally ship using Canada Post or Japan Post. In the destination country, our shipments are typically handlded by the national postal company. That would be USPS in the US, Royal Mail in the UK, etc.).

If you placed a large order (or ordered items stocked in Japan) we may use DHL or Fedex. You will be informed that one of those companies was used in the shipment notification e-mail. (The tracking URL will point to a DHL or Fedex page).

Q: How much time does it takes before you ship my item(s)?
A: It typically takes between 1 and 5 business for us to package your order and bring it to a post office (or have it picked up), unless specified otherwise on the product's page.

Week-ends as well as Canadian (or Japanese, for orders shipping from Japan) holidays are not counted as business days.

Q: Once you ship it, how long does it takes before my order is delivered?
A: It varies according to the destination:
  • To Canada: 2-4 2 to 10 business days. (Slower than normal due to COVID-19)
  • To the United States: 4-10 4 to 20 business days, unless stated otherwise when ordering.
  • To Germany: Usually a bit more than one month Approximately two months due to customs (and effects of COVID-19).
  • To Australia and New Zealand: 4 to 6 weeks. (We don't know why, it apperas to be like this since January 2019) (Could be even slower due to COVID-19)
  • To all other countries: 4 to 10 4 to 20 business days to most destinations. (Slower than normal due to COVID-19)
Note: To quote Canadapost: "These service standards are not guaranteed. Service standards are estimates of how long it will take for the mail to be delivered."

Was your order shipped by surface/boat? If your order was shipped from Japan by surface, the estimate is at least 2 months. (i.e. it could take a few more more weeks). For your order to be shipped by Surface, you will have selected Surface shipping when ordering and will have been clearly told about the 2 months delay. Note that this option is/was only offered when air shipping is/was suspended by Japan post due to Covid)

Also keep in mind that there can be additional delays due to customs or other factors such as Holidays (Canadian, Japanese or in the destination country) and mail volume during certain periods of the year.

Q: Can you expedite the processing of my order? Can I pay for faster shipping (eg: Overnight)?
A: We are sorry but at the moment we are not able offer accelerated order preparation or shipping. Preparation and shipment are as described above for all orders.

Q: How much does shipping to <insert-my-country-here> costs ?
A: It depends on the items. Please add the items to the cart, then select the destination country in the shopping cart page. The shipping fee will be displayed.

Q: What if my order does not arrive?
A: If the order is late, please allow at least one extra week one month to pass before worrying. As stated above, the delivery delays are only estimates. If your order still does not show up, please contact us so that we can investigate.

(At this time, considering the many unpredictable delays we are seeing in the mail, we ask customers to wait until at least 1 month past the delivery estimate before contacting us.)

Q: Can you check the gift box on the customs form and/or declare a lower value?
A: We are sorry but have to declare the full value of the items.

Q: Why is shipping to Canada more expensive for some items? In the shopping cart it says my items will be shipped from Canada!
A: Do not ask why, but with Canada Post, sending a package anywhere in the world is often cheaper than sending exactly the same package within Canada!

Q: I live near Montreal, can I pick-up my order in person?
A: We are sorry, but our store is not currently open to the public. All orders must be placed online and shipped (not pick-up).

Various questions:

Q: What are the status notifications your website will send?
A: We send an email to the PayPal payer when we first receive your order and a second message once it has been shipped. Please make sure to check your spambox if the emails appear not to be getting through.

Q: Is your store still in activity?
A: Why yes of course! No recent news only means there is nothing new. And if a product is ever out of stock or discontinued, it will be clearly indicated. At the moment many products are out of stock due to supply chain issues, but they will be back soon.
As of September 9, 2020, this store is open and active. - Owner.

Return/exchange/warranty questions:

Q: What if I change my mind and wish to return the product?
A: You can return a product for up to 30 days from the date you purchased it. The product must be in the same condition you received it and in the original packaging. You pay for shipping the item(s) back, and the refund will only cover the value of the item(s). The original shipping fee will not be refunded.

Q: What if the product does not work?
A: First, we will do our best to help you troubleshoot the problem. But if the product is truly defective, send it back to us and we will send you another one or issue a refund if you prefer.

Q: What is the Warranty for your products?
A: All products are covered by a one-year warranty against manufacture defects. Problems due to extreme or inappropriate usage, accidents, assembly errors (for kits), bad soldering (for kits) are not covered.

Q: What if your product damages my computer/device/port...!
A: This is very unlikely to occur if you follow the assembly instructions correctly. It is even more unlikely to occur with ready to use products. But in any case, should something happen, I cannot be held responsible for any damage or loss caused directly or indirectly by the use of my products, including but not limited to loss of data, loss of profit, computer/server downtime, device and peripheral failures.

Contact information:

You can contact us at the following e-mail address: support@raphnet-tech.com
We offer service in english, french and japanese.