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Help
Website FAQ's:
Search tips.
Can't add products to your cart?
"E-mail already used" error message?
Forgot your password?
Your email address/contact information has changed?
Paying by credit card online?
View FBC's Privacy Policy.
FBC FAQ's
What is the difference between General Store / Deli + Learning Center?
Should I become an FBC member?
What's a pound/ounce/centimeter? FBC's Conversion Tool
How do I return something to FBC?
Payment options at FBC.
About Backorders.
School & Group Orders.
The General Store FAQ's
How does the General Store Personal Importing work?
Is there a limit on the quantity I can order of a particular item?
When is the General Store order deadline?
Deliveries:
General Delivery information.
Receiving your order.
Sample Note for Delivery Person (if you're not home).
Search Tips
- If the results show "0" matches, try checking the spelling first.
- If you are entering multiple keywords, make sure each keyword is separated by a space.
- Check that you are not entering the search in a Japanese font. This may affect the results.
- If you find that you get few or no matches, try using just one or two keywords to broaden your search.
- If you find that you get too many results, try and be more specific or use the option at the bottom of product pages to search one store only.
If you have any trouble searching for products on our website, you can browse our site using the categories on the homepage. If an item you have seen before is missing, it may be that it has been discontinued by our supplier, and we no longer carry it. Please contact us to check if there are any other similar substitutes.
Q. I click on the "buy" button but there are no products in my cart!
A. 99% of the time this problem is encountered, it is because the "cookies" setting in your web browser has been turned off. Cookies are small pieces of information that our web server sends to your computer so that it can remember things like the products you have ordered etc... most computers come with this setting turned to "always accept", however it is quite easy for someone to unknowingly turn it to "never accept".
To turn them on again, simply go to your internet options or preferences (depending on your computer) and look for either the "advanced" or "cookies" setting (again, depending on your computer) and switch to "always accept".
*Some security programs also disallow certain cookie settings, so you may want to check if you have this type of program installed on your system.
Q. I try to checkout but it says "e-mail already used".
A. This is most likely because you are trying to checkout without using the "Remember Me" function. If you have ordered with us before, our website will remember your personal details so you don't have to type it in again. Go to the top of the checkout page, enter your e-mail address and password and then click "Remember Me". Your personal information will then appear on the screen ready to continue. See directly below if you have forgotten your password...
Q. I've forgotten my password.
A. Enter your e-mail address at the top of the checkout page and then click "Forgot Password". Your password will then be e-mailed to you. Open your e-mail program and check for the e-mail from FBC listing your password. Once you have the password you can continue with your order. Easy!
If you find that you do not receive an email from us, you may be using a different email address than what you did last time - or your email provider (especially if it is Hotmail, Yahoo, etc..) may think our automated website reply is spam or junk mail. In that case, please check your junk/bulk mail inbox.
Q. Your email / contact information has changed.
A. If you would like to correct/change your personal information (tel#, address, etc...) simply enter your email address and password upon checkout, and your personal information will be displayed. You can then change any of this information, and it will automatically be saved.
If you have changed your email address since the last time you logged in, please enter your old email address and password combination, and change your email address when your information is displayed. It will then be saved with your new address the next time you log in.
If you still have trouble, please contact us.
Q. Paying by credit card online.
A. Our website does not have secure credit card processing facilities. The first time you pay by credit card, we request that you fax the details to us at: 078-857-9005. You can also call us with the information: 078-857-9001. Please be sure to include the card number, expiry date and name printed on the card.
Subsequent orders can be placed by selecting the "Use my last credit card" option in the checkout area. We also accept postal furikae and bank transfers for those people without credit cards. Check the payment details page for more information on paying for your order.
Q. Should I become an FBC member?
It's easy to become a member of FBC! Membership is still just 1,000 yen per year and covers all FBC services. To become a member, simply place your first order with us and choose the new member option. Members are sent new catalogs, seasonal newsletters and special updates throughout the year.
If you prefer not to become a member, you can choose the non-member option to add 5% to your order subtotal.
Q. How do I return something to FBC?
Although we don't encourage you to taste test, we really want you to let us know if you're not satisfied with something you buy from FBC. Call, fax or e-mail us and we can even make arrangements for the delivery company to pick up the product(s) (The pick-up fee is only 400 yen). We'll credit you for it or order something different if you'd like. Worry free ordering - that's a good thing!
Opened videos, CDs, DVDs cannot be returned or exchanged, unless damaged or defective.
About Backorders.
About 5% of all cases ordered will result in a backorder or a discontinued item. Please expect it! We hate it too, but because we buy from supermarket suppliers and because of maker changes, it's beyond our control. Our policy is to automatically backorder an item if it's still available; if it isn't, we'll credit your account. Thanks for understanding!
Q. Group and School Orders
If your Group or School is registered with us at FBC, all you have to do is during your school order week, list your schools name (or code) in the "OTHER NOTES" section of the checkout page, and we'll make sure your order is noted for that group's order.
Q. How does the General Store Personal Importing work?
FBC imports goods on your behalf under the Personal Importing System. These goods must be for your personal use only and in a "reasonable quantity". Goods ordered are purchased by you from FBC, USA in Los Angeles. FBC Japan is your agent in this process.
Q. Is there a limit on the quantity I can order of a particular item?
The General Store imports goods on your behalf under the Personal Importing System. General Store orders must be for personal use and within a "reasonable quantity." Due to Customs limitations, "drug store" items have specific case limits. Non-specified cases (ie most others!) have a limit of 5 cases per member, per order. Drinks are set at a maximum of 3 cases per member per order.
Q. When is the General Store order deadline?
All General Store orders should be in by Midnight of the order Friday. Orders received after that time will be processed a week later on the following Order Friday.
Click here to download a calendar of the General Store order schedule.
Q. Receiving your order.
If the delivery company has tried to deliver but you are not at home, they will leave a note at your door with the date and time they tried to deliver. If this has happened, simply give us a call or fax and we will arrange for re-delivery. Please let us know when you ordered and when you'd like to receive your goods. We can't guarantee a specific time for delivery but we will pass the requested day on to the delivery company. Just state the requested day on your order form or send us a fax and we will pass the information on to the delivery company. Sorry, the delivery company can't guarantee a specific time. Please make sure that someone is at home to receive the order.
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Sample note for delivery person (General Store orders):
If you can't be home and would like them to leave your goods (General Store orders only) in front of your door, please leave a note in Japanese with your signature. See the back of your General Store catalog for a sample note (as shown below).
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