General customer FAQ
About products
Q.Where can I buy products on the site?
A. amazon, FANZA, Don Quijote, Yodobashi Online, and other adult goods retailers.
Since WILDONE JAPAN is a manufacturer, we don’t sell directly to general customers.
Q. I want a product catalog
A. We do not have a comprehensive product catalog. To view all our products, please visit the [Category> All] on the site.
PDF catalogs for select products are available for download on the[Latest PDF Catalog] page. Printed catalogs are not available.
Q.Is it all made in Japan?
A.Our product range includes both domestic and international products.
Please note that all items categorized as [Japanese goods] [Japanese supplements] [Japanese lotions] are manufactured entirely in Japan.
Q.I saw goods that looked like Pink Denma.
A. Although similar products from other companies can be seen, the “Absolutely Exhilarating Denma” featured on [Poko x Tate] is our company’s【Pink Denma 1】.
The Pink Denma series is manufactured by WILDONE JAPAN and planned by WILDONE.
Please note that other companies’ products are not Pink Denma.
In addition, we have repeatedly improved the functionality, and there are various differences in vibration patterns, maximum rotation speed, and other aspects compared to similar products.
Q.Are there any products that support reduced tax rates?
A. Yes. Please check the category [Compatible with reduced tax rate].
About trouble, exchange, return
Q.The battery runs out quickly
A. The included battery is for operation check. Please try again with a new alkaline battery.
Some products may not operate properly with rechargeable batteries due to insufficient power.
Please use normal alkaline batteries instead of rechargeable batteries.
Q.I can’t charge
A. Make sure the charging cable is properly connected to the device. If it’s a magnetic connection, ensure the alignment is correct. Check that nothing is resting on the cable and inspect it for any signs of damage or fraying.
For AC adapter (wall charging), confirm that the adapter is securely plugged into the outlet.
For USB charging, if you’re connecting through a hub from your PC, there may be insufficient power.
Try connecting directly to a USB port on the PC or using a USB converter that plugs into an outlet.
Q.The product is damaged
A. We kindly ask you to contact the store where you purchased the product first. In the case of battery/charging products, please check the following items before assuming it is a defective product.
[Please check before making an inquiry]
・Are the + and – directions and the number of batteries inserted correct?
・If the product has a detachable battery box, have you checked the back of the box?
・Is there any battery life remaining?
・Please try other batteries besides the ones included.
・Are you using rechargeable batteries? ※Rechargeable batteries may cause unstable operation due to insufficient power.
・Are charging products sufficiently charged?
・Some products require you to press and hold the power button to turn them on. Please try pressing and holding it for about 5 seconds.
・If the product includes an instruction manual, please refer to it. We also handle initial defective products.
※Limited to unused products. For details, please check the 【I want an exchange/return】section.
Q.I want to exchange / return
A. please check the return policy of the store where you made your purchase, and then contact the store directly.
FAQ for retailers
Member registration
Q.I want to know how to register
A. Please register from [BUSINESS]> [Member Registration]. After reviewing the terms of use, please enter the necessary information to complete your membership registration.
Q.Can I register individually?
A. We sincerely apologize, but individual customers cannot register. Please note that even if you attempt to register as a member, we will not be able to approve your registration.
Individual customers are kindly requested to purchase SSI JAPAN products from authorized retailers.
Q.Is there an examination for registration?
A. Yes. Once your application is submitted and approved, you will be able to make purchases.
Please note that the approval process may take approximately one week. If there are any unclear points during registration, we will review them, and the approval process will be restarted after clarification.
About product
Q.I would like to receive the latest information by e-mail
A. Once your membership registration is complete, you will automatically be subscribed to our email newsletter. We issue newsletters periodically, such as during new product launches.
Please also check the information.If you wish to stop receiving emails, kindly notify us via email.
Q.I want product image data
A. It can be downloaded from the [Download Data] button in each product page.
Please feel free to use it for your online site or at the store.
Q.I want video data
A. You can download from [DL is here] link located below the video of each product.
Feel free to use them for purposes such as displaying in-store videos or using screenshots for promotional displays (POP).
- Please refrain from uploading the downloaded data to YouTube.
- You are free to link to or embed videos from the SSI JAPAN YouTube channel.
About the order
Q.I want to order by phone
A. We do not accept telephone orders. Please use the order from the site or FAX order.
Q.I made a wrong order
A. Please contact us by phone as soon as possible. If the shipping process has not yet started, we will promptly make the correction.
If it is out of business hours, please reach out to us via email.
Phone: 03-3462-7700
Business Hours: Weekdays 10:00–19:00 (Closed on weekends and public holidays)
Payment method [Overseas]
Q.I want to know how to pay
A. After completing your order on our website, we will issue an invoice. Please review the invoice and make your payment via bank transfer.
Our bank is Mitsubishi UFJ Bank. Please note that if you transfer funds from a bank that does not have a partnership with Mitsubishi UFJ Bank, additional interbank transfer fees may apply.
Q.I want an invoice
A. After completing your order on our website, we will issue a separate invoice that includes overseas-related fees.
Please make sure to wait for the invoice to be issued before making the payment.
Q.The order email and invoice amount are different
A. All shipping, bank transfer, and international remittance fees will be borne by your company. We will issue an invoice that includes these additional costs.
Q.I made a transfer but it was not shipped
A. Please note that it may take several days for your bank transfer to be processed. Please be aware that our company and banks are closed on weekends and holidays.
If you have not received your shipment after waiting, there may be a possibility that we have contacted you to confirm some information.
Please check if you have received any emails or phone calls from our company.
Q.What is the handling fee for overseas shipping?
A. Shipping fee, transfer fee, overseas remittance fee, etc. will be borne by your company. An invoice will be issued for the sum of the above.
Q.I want to purchase with a credit card.
A. We do not accept credit card payments yet.
Regarding delivery
Q.I want to deliver to a different address (warehouse, chain store, etc.) than the registered address.
A. During the checkout process, you will find a section titled ‘Shipping Address’. Please add and select your desired shipping address. Alternatively, you may include your shipping information in the ‘Order Notes’ section. Please note that each order can only have one shipping address. If you need to send items to multiple addresses, please place separate orders for each.
Q.I want to ship outside of Japan
A. We are unable to ship orders internationally to companies within Japan. Please ensure that your shipping address is within Japan. For international companies, we can accommodate your request. Please note that a separate invoice for international shipping will be issued after your order is placed.
- Please be aware that payment methods and associated fees may differ from those displayed in the cart. Please verify the details on the invoice before making your payment.
Sales outside Japan
Q.I want to sell outside Japan
A. Please note that we have exclusive distribution agreements in place for certain countries. For information on our international distributors, please refer to agency contracts outside Japan.
If you plan to distribute our products in a country with an exclusive distributor, please contact us in advance. For countries not listed as having an exclusive distributor, you may proceed with your sales. Please feel free to contact us if you have any further questions.
Q. I want to sell it outside of Japan.
A. We are unable to assist with product distribution. Once you have established your own distribution channels, we would be happy to supply you with our products.