Refund policy
Refund Policy
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Return/Exchange Policy
Before returning any merchandise for a refund or exchange, Please contact the Museum Store for authorization. You must contact us within 30 days of the delivery date. We will provide you with the information necessary for the return or exchange. Please include a copy of your invoice with any return. Returns made without prior authorization may not be accepted.
To be eligible for a return, your item must be unused and in the same condition that you received it.
Item marked All Sales finial are not eligible for returns. This includes sales items, Perishable goods such as food, Gift cards, Downloadable software products, health and personal care items, Special orders, and Open Electronic media
Damaged/Defective Item:
Damaged or defective merchandise should be reported to us as soon as possible. We will arrange for the return and or replacement of the defective or damaged item. Opened electronic media will be replaced with the same title only.
Non-received/Received Wrong Item:
If your order was incomplete or if you received something that you did not order, Please contact us immediately. We will need to know what item(s) you received in error and what item(s) were missing from your order. We will make all the necessary arrangements to correct your order.
Exchanges:
If you would like to exchange any of the items that you ordered, you must contact us within 30 days of the delivery date. Opened electronic media may not be exchanged. Shipping charges may be applied to any exchange and must be paid in full before exchanged merchandise is shipped.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a credit for the value of the item will be issued.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, You will need to provide proof of purchase before an exchange or store credit will be issued.
Refunds:
Refunds (less shipping and handling) will be issued for the full purchase price for returned merchandise provided that the merchandise is received by the Museum Store in a resalable condition. Opened electronic media may not be returned for refund or credit. Sale/clearance items and items sold “AS IS” are not refundable. Special orders are not refundable.
Once your return is received, inspected, and approved your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. Please allow 3-4 business days for the credit to be reflected in your account.
If you haven’t received a credit after 4 business days, check with your bank /credit card company, it may take some time before the refund is officially posted. If you’ve done all of this and you still have not received your credit please contact us at museumstore@janm.org.
We do not offer free return shipping. You will be responsible for paying the shipping costs for returning your item. Shipping costs are non-refundable. If you are shipping an item over $75, we recommend that you use a trackable shipping service or purchase shipping insurance. We are not responsible for Returns that are lost in transit.
Contact Information
Phone: 1-888-769-5559 (11:00 am – 5:00 pm Pacific Time, Tuesday – Sunday)
E-mail: museumstore@janm.org
Mail: Japanese American National Museum
Attn: Museum Store
100 N Central Ave
Los Angeles, CA 90012
