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FREQUENTLY ASKED QUESTIONS (FAQ) for overseas customers

  1. When can I receive the shipping confirmation with the tracking number for my order?
  2. How do I cancel my order?
  3. Why does the amount charged to my credit card does not appear on my credit card bill immediately?
  4. The item I have ordered has been delivered with damage. What should I do?
  5. Why is the used item which I have asked you to put on hold for me is still posted on the U-BOX web page?
  6. Can you ship my order to a particular exporter?
  7. Can I use my friend's credit card to pay for my order?
  8. Is it possible for me to buy brand new Gibson or Epiphone electric guitars?
  9. I cannot find the item I would like to order on your web page! What should I do?
  1. Can I come and pick up my order at the shop during my stay in Japan?
  2. Will you trade in my old equipments?
  3. The information of the used items posted on your U-BOX web page seems not to be enough. How can I get more detailed information?
  4. Can I get a full catalogue which shows all the item you handle?
  5. Can I get IMC (Ishibashi Musicians Club) point for the items I have purchased from you?
  6. When I arrange payment by Paypal, could you ship the item to a different address which I have registered to my Paypal account?
  7. Is the shipping fee free for every cases?
  8. For the purpose of avoiding paying expensive import tax when receiving my order, would you please write a lower value on the shipping document?

1. When can I receive the shipping confirmation with the tracking number for my order?

We would give you the shipping date and the tracking number for your order once your order has been shipped from our Shibuya branch.
If you have not received any shipping confirmation from our sales agent, please be so kind to contact us by e-mail (intl@ishibashi.co.jp) or telephone (+81-3-3770-1435, from Monday to Sunday, 11:30am-8:30pm (JST). 7 days a week, except New Years Day)..

2. How do I cancel my order?

Please send us an e-mail to our Shibuya branch or call us directly to +81-3-3770-1484.
Please note that we accept cancellation of your order if you are at all dissatisfied with your purchase due to the items being incorrect, damaged or defective.
For any other personal reasons, (ex. high custom duty) we do not accept cancellation of your order.

3. Why does the amount charged to my credit card does not appear on my credit card bill immediately?

This is because of the billing cycle of the credit card company here in Japan and the time lag between Japan and your country.
The billing cycle is only twice (in the middle and the end of the month), and for this reason there is a delay between the date your card has been charged and the date the amount appears on your credit card bill.

4. The item I have ordered has been delivered with damage. What should I do?

If your order appears to being damaged due transport, please contact your carrier that delivered the package to you.
Please hold on to the damaged item, the box, and all the packing material as-is.
At the same time, please contact our Shibuya branch by e-mail with the pictures of the damaged item attached to it.
Upon receipt of your message, we would give you further instructions.
We recommend you to open the package in front of the deliverer to confirm that there is no damage with the item you have ordered from us.

5. Why is the used item which I have asked you to put on hold for me is still posted on the U-BOX web page?

Our U-BOX web page is not updated real-time but updated every 2 hours.
For this reason, there is a time lag between the time we have put the specified item on hold for you and the time when the information regarding this item is deleted from our U-BOX web page.

6. Can you ship my order to a particular exporter?

We are sorry, but we do not ship your order to an exporter or any other agent.

7. Can I use my friend's credit card to pay for my order?

When you would like to pay for your order by credit card, the billing and shipping address needs to match.
In addition, we only accept payment by credit card when the card holder is yourself or your family.
This is for the purpose of avoiding credit card frauds.
We appreciate your kind understanding in this regard.
If you would like to ask your friend to arrange payment for your order, please ask him/her to arrange payment by either Paypal or bank wire, thank you.

8. Is it possible for me to buy brand new Gibson or Epiphone electric guitars?

We are very sorry but due to Gibson Japan's policy, we are prohibited to sell brand new Gibson or Epiphone brand guitars or basses outside Japan.
However, we could sell USED ones! Please check out our inventory for used Gibson and Epiphone guitar from our U-BOX web page.

9. I cannot find the item I would like to order on your web page! What should I do?

If you have any item which you are considering of ordering and it is not posted on our web page, please feel free to contact us from the inquiry form.
Upon receipt of your message, we would check our inventory or ask the specified manufacturer or agent for some information.

10. Can I come and pick up my order at the shop during my stay in Japan?

Yes, it is possible for you to do so.
In that case, we would ask our branches to keep your order there.
However, please be so kind to understand that not all of our staffs understands English very well.
In addition, we would only be able to put used items on hold for you for 3 days and brand new items for 1 week.
Please give us the specific date before you visit one of our stores to pick up the item.
Moreover, if you are planning to arrange payment at the store, 5% consumption tax would be required as our stores do not provide duty free.
We appreciate your kind understanding in this regard.

11. Will you trade in my old equipments?

Yes, this is possible only if you are living in Japan and there is no problem in visiting one of our branches.
Please do not forget to bring your ID with you.

12. The information of the used items posted on your U-BOX web page seems not to be enough. How can I get more detailed information?

Due to the fact that the space used to write comments for the used items are small, and the time for our salesclerk to write comments for the used items is limited, we would kindly like to ask you to contact us directly from the inquiry form if you need any further information for the specified item.
We would check the condition and accompanying item with our salesclerk upon receipt of your message.

13. Can I get a full catalogue which shows all the item you handle?

Ishibashi Music Corp currently stocks more than 30,000 items and we are an authorized dealer for various brand items.

14. Can I get IMC (Ishibashi Musicians Club) point for the items I have purchased from you?

We are sorry, but we offer IMC point card service for local customers only.

15. When I arrange payment by Paypal, could you ship the item to a different address which I have registered to my Paypal account?

No, we could not. We would only ship items to the shipping address you have registered to your Paypal account. If you would like us to ship the item you have ordered to a different address from the address registered to your Paypal account, please arrange payment by bank wire.

16. Is the shipping fee free for every cases?

Unfortunately, no.
We require shipping fee (including insurance) for international customers in all cases and also for local customers when there total amount of order is less than 30,000 JPY (tax included), we require shipping fee such as 840 JPY (tax inclued). When our local customers purchase amount of order is more than 30,000 JPY, we do not require shipping fee.

17. For the purpose of avoiding paying expensive import tax when receiving my order, would you please write a lower value on the shipping document?

We are sorry but due to auditorial reasons, Ishibashi Music has to declare the exact value for the items we sell to our international customers. Moreover, the Tokyo Customs visits our office at fixed intervals for the purpose of audit.
They check all kinds of data and documents we have to confirm that there is no act of dishonesty in our company. Of course this includes issuing an invoice (or any other shipping documents) with fake values. We apologize for the inconvenience which may cause at your end by this and appreciate your kind understanding in our company policy.

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