Frequently Asked Questions (FAQ)

Questions about the Service

Q. What currency are prices displayed in?

A. All prices are in US dollars.

Q. Can you get any product from Japan that is not in your catalog?

A. In many cases it is possible for us to obtain other products that are not in our catalogue. Please send us a message using the Contact form on the page, and we will be happy to help you.

Q. Do you ship to my country?

A. Depending on the availability of our distributors and business partners, shipments will be made from various locations around the world, including, but not limited to, the United States, the European Union, or China. In all cases, we will try to find the most convenient solution for the client.

Q. Prices already include shipping?

A. You can see the details of the shipping prices when you add the product to the cart and enter the destination information, before confirming the order (you are not paying anything yet)

Q. How much does shipping cost?

A. The shipping cost depends on the country of delivery and selected service. In all cases, the shipments are registered, with a guide number for tracking, insured and guaranteed. There are currently delays and difficulties in deliveries due to the global Covid emergency. We will do our best to reduce any inconvenience it may cause you.

Q. What should I do if the package is damaged?

A. If when you receive your package, it looks damaged, check with the delivery person about its status and the procedure to make a complaint. In that way we can work with you to solve the problem with the delivery service. In almost all cases, insurance will cover the cost of the product and shipping. If you suspect that your package may be damaged, we recommend taking photos of the package before opening it, and if possible a video with your phone while you open it. This can serve as proof to make the complaint with the post office.

Q. Is there any extra cost when receiving the package?

A. In some cases, depending on the country you receive and the product, there may be customs charges. It is not possible for us to include these costs in the price, because they depend on factors external to us. All customs costs are the responsibility of the buyer.

Q. Do you accept returns?

A. Yes. We invite you to refer to the following page for more details:

Q. You do not accept my credit card payment, what can I do?

A. Please contact us to confirm that there are no problems with our payment system accepting your credit card. In some cases, it is necessary to enable your credit card for purchases online or outside your usual area, for bank security reasons. It is also possible that Stripe's security system considered that there was some risk in the transaction. This can be annoying for users but it prevents someone else from using your credit card irregularly. In either case, we recommend contacting your bank or credit card provider to resolve the issue.


Questions about RoYuMi

Q. Where are they from? Who is Japanese? They're Mexican? and similar questions...

R. Ro, Yu and Mi are Japanese, Spanish and Mexican. Carmen is Spanish and Mexican. Pablo is Japanese and Mexican. If you want to know more details about how or why, you can find answers in the following playlist:

Q. What are the names of Ro, Yu and Mi?

A. Ro, Yu and Mi are the first letters of each other's names. To keep some privacy for them, we prefer not to make their names so public, although they have been mentioned in some videos by accident. If you really want to discover their names, you just need to watch all our previous videos in detail and not miss the new ones (in case we miss the names again)

Q. What do they do in Japan? How did they get to Japan?

A. You can find all the details in the following video:

Q. Do you vlog or do you have a vlog channel?

A. We only have one channel on YouTube, where we include our "Behind the Scenes" series, which contains many vlog-like video clips. You can find them in the following playlist:

Q. What equipment do you use to record your videos?

A. We use various types of cameras and accessories depending on what we need to achieve a specific shot.
Among the equipment we use are the following:
  • Canon EOS M100 camera
  • Osmo Pocket Camera
  • Zoom F1-SP Audio Recorder
  • Moza Aircross Camera Stabilizer
  • Neewer LED lights