suruga-ya.com Reviews 

I ordered several CDs and other items from them, and they tossed everything into an oversized box without proper protection. Multiple CD cases arrived severely cracked, with pieces broken off.

I immediately contacted their customer support through their website but didn't hear back for over a week and had to email them again to get a response. I provided photos showing the damage, but they insisted the condition of the items was within their guidelines and refused to refund me.

I had already read their guidelines and knew I was buying used items that wouldn't be in perfect condition, but I hoped that they would offer a refund, even a partial one, for items clearly damaged during transit.

I'm very disappointed with my experience and do not recommend buying from this company.

Ordered from this website as a first time buyer and bought about 300$ worth of items, mostly music albums. I bought used albums, I am aware of the risk, however, packaging for something that expensive and fragile was nonexistent. No bubble wrap or foam, just thrown in a box and taped shut. Because of the transportation, 6 of them arrived completely shattered and damaged. I contacted customer support stating that I was not happy with the condition of the items upon arrival and was told that this was acceptable and within guidelines and that nothing could be done. Not a good experience with this company and do not recommend giving your money to them.

i've been an incredibly loyal surugaya customer for over a year now, easily spent over $4000+ and have placed tons of orders. but lately their service is rapidly declining and the condition of the items is SO disappointing.. just received an order an half of the items arrived dirty & broken. not to mention DHL keeps destroying and damaging my boxes, effecting the items inside. prices also have been insane lately. really upsetting & i hope they can put a little more care into shipping as well as being consistent with the conditions of items. customer service is also nonexistent, luckily i've only had to contact them once but it took days for a reply.

I ordered a cd and it arrived fast and it was sealed when the website said it was used. Also i got free delivery!

Suruga ya is one of the best places to buy Japanese merch from, by far. They have an unmatched selection of goods to select from, much bigger than any other site out there. I have spent probably close to $10,000 with Suruga ya, purchasing thousands of items with them over the last couple years. I've even gotten many items that only appeared for sale 2nd hand once in the entirety of Japan from them, often dirt cheap too. Their selection is unparalleled anywhere, even compared to other similar Japanese sites.

They always have these free shipping campaigns every week for a couple years now on almost every day of the week, which can be absolutely incredible for savings. This free shipping even applies to huge items that would normally cost hundreds of dollars to ship. I've gotten absolutely insane deals because of it, the best of which was probably a box that would normally have cost about $200 to ship but they had free shipping & the item itself was only about $30, but there were many others as well. If you are a smart shopper you can really take advantage of this. I absolutely saved thousands & thousands in shipping costs, not sure the exact amount but it is a LOT of savings, you even get free DHL shipping most of the time which is pricey normally or otherwise EMS.

The Suru English site does have about a 25% markup compared to the Japanese site, so for really expensive items you might want to use a proxy & buy from the Japanese site, however recently Suru is also offering 15-25% coupons (the discounts cycle per category but sometimes they have a discount for all items at the same time) which helps negate most of all of the difference & you don't have to pay proxy fees or shipping costs like you would on the JP site, I'd say to only use a proxy with the JP site for items that are like $500+ or so & not that heavy.

The packaging varies, so for fragile items it's possible they might get damaged, but sometimes they package them really good, it depends on the type of box used, some of the ones are stronger than others, one of the larger boxes they use is very sturdy, & if you buy the right type of items you can get them packaged that way most of the time if you know what you are doing. Most of the items I bought arrived without any damage however, & even when they were damaged it was usually just very minor, like an indent on a books corner, or a cracked jewel case on a cd, etc.

Despite being used, many of the items I bought looked as good as new or very close, in fact I'd say that's true with about 90% of the items I bought from them, & rarely did I get anything that looked bad altogether, less than 0.1%.

Rarely was I very disappointed, which is impressive since I bought thousands of things, I don't care about minor damage like a cracked case or indent etc which usually weren't bad anyway, but one time where I had an issue worth complaining about, they took about a month to investigate it, but in the end they let me keep the item for free by fully refunding me for it which was awesome since I still can get nice use out of the item by repairing the damaged part, great customer service, just be patient (some of the complaining reviewers would have been happy if they waited longer, it can take over a month sometimes but the customer service is amazing otherwise)

Note that depending on the country you may have to pay duty fees, although in the US some items are free from tariffs, like cds, books, artwork, etc. Suru does correctly mark the items under the right category, so I never had to pay a fee by them messing up & putting an item under the wrong category. If you are in the US & buy the right items that are exempt, you won't have to pay any duties at all, I buy a lot of items like cds & art books & never pay any duties on them.

Their prices are generally the best you can get in Japan, why pay 4 to 10 times the price to some Ebay drop shipper when you can buy directly from the source? Even compared to other JP sites, they are usually cheapest.

The only real downside is that the English site does not offer items in the Adult category's for sale, so fans of Adult anime items & such will have to use the JP site. They have also removed many merely Ecchi items that had no nudity, these can be also found on the JP site & you will need a proxy to buy them. Also, sometimes items that have offensive language are only on the JP site, like a cd that has words that aren't really that offensive, so if you can't find an item on the ENG site check the JP site, they will likely have it.

Also, make sure to use Paypal for purchases, because some people have issues using credit cards & having the orders cancelled.

If an item ends up being out of stock after you buy it, which happens only about 1% of the time, they will refund you for it & ship the rest of the order.

Overall, Suru is an incredible place to buy from, they are an absolute game changer for buying Japanese goods!

I've been using suruga-ya since 2024, which is roughly for about 2 years. I've never had an unpleasant experience with them until now.
One of my orders arrived with a broken piece despite not disclosing any damage anywhere on the item description like they usually do with damaged items, so i reached out to customer support on the exact day my order arrived. I sent them photos of the item before and after opening, showing clear damage to the figure. They responded, asking me to send them a clearer picture of the white label on top of the figure box, so i did. Customer support replied saying they'll give me an update in 7-20 business days (they took up to 18 days which is kind of absurd considering all they had to do is contact their goods department). No updates, no reply, nothing. I filed a report with PayPal before the 30 day period has passed and thankfully PayPal gave me a full refund immediately, but I am now prohibited from ordering from them ever again. Customer support sucks and are NOT!!!! reliable at all. They're usually fine but if they DO screw up then don't expect customer support to be very reliable.

I ordered four Sumikko Gurashi plush items marked as 'used' in the listings, however all four items arrived in pristine condition with tags attached, individually packaged.

The order arrived to me in Canada via DHL 3 days after placing it. I did expect and incur a duty charge as orders shipped using courier services are always processed for duties, but I was able to pay it online in advance after being notified by email ($35 cad on a $110 cad order). Shipping was free because of a site promotion.

Overall, I could not be more pleased with experience. It was my first order from Suruga-ya and I will absolutely order again.

They're always running free shipping campaigns with bulk discounts. Items arrive fast and without hassle. Also, they tag items as "used" but they arrive brand new in sealed condition. Very nice website, would recommend

I've purchased from Suruga-ya a few times now at the recommendation from some friends and have been happy every time. They have items that can be hard to find anywhere else and often have the best price.
I just bought a hard to find old manga for $16 in perfect condition - on ebay the same manga is $60+!

Shipping is pretty good in my experience as well- my items have always been packaged securely to prevent any damage.

Suruga-ya also often has free shipping weekends which is amazing.

Thank you very much! Anytime again

I've bought multiple times figures and never had any problems. This last order i bought 2 figures and a VR headset, all "used". I was expecting the figures to be opened but ok as always, and the headset to be maybe more noticeably dirty because it was old (released in 2017), and i was worried some things might even be missing, but when it arrived i was pleasantly surprised to see that one of the figures was unopened and more importantly, the headset, was indistinguishable from new, and it even included all the covers of the cables and all protective films of the headset and controllers.
While it's true that the package doesn't come with extra protections (other than being tightly held in place with a plastic wrap), i've never had any problems with that, but it is good to keep in mind for more fragile things.

I used the site for about a year with no issue but then it all went terribly wrong. I had made an order on behalf of a friend without an account and didn't realise at checkout when I went to make my next order for myself that it had defaulted to their address instead.

The incredibly unhelpful info you finally find tells you that for some reason addresses can't be changed after an order, you must cancel it.

I followed the steps to have it cancelled and made the order over with the correct address. The money had already been taken and I was told by email after asking when it'd show in my account again not to worry the money would be refunded back soon.

It never was.

What followed was an absolutely maddening and snail like back and forth with the site and my bank trying to get the money back.

The company kept sending a barrage of paper evidence again and again to the bank for the remade order rather than the cancelled one (this happened 3 times I can recall) and so every time the bank was refusing to refund me as 'they had proof I'd received the order.' Absolutely useless and in no way at all was the company of any use in making things simpler or easier.

I was forced to keep emailing the company every time I got rejected and was just told over and over 'We think you meant order ----- but you asked for a refund of order ----- please tell your bank'. I told both of them until I was blue in the face yes you're correct please refund that order for me and with supplied screenshots and of past emails telling me 'oh the money will be refunded soon'. but it was like talking to a car of clowns on both sides.

I ended up giving up on trying to pursue my refund after more than 6 months of trying to get into both the company's head and my bank that no, I didn't want a refund for the order that made it to me, I needed a rrefund for the cancelled order that was never completed beyond the 'order received' phase and cancelled within the hour.

I very warily went to make an order in December for some gifts and was left at 'order received' and it was radio silence until January when I finally emailed only to receive the news 'you can't make orders from your account.'

I have asked for an explanation twice through the english speaking form and once on whatsapp asking why to no response.

A complete nightmare. Will gladly never bother with them again. Atrocious customer service that makes it impossible for the customer to get refunds or assistance, lies about refunds being on the way and doesn't even bother to take the initiative to let you know important information or to pass it along to your bank when asked or let you know you can't make orders any longer.

At a first glance I doubted about this page because of their ridiculously good offers and low prices, however I ended up ordering some items and they shipped through EMS, arrived very quickly. It's true they say some articles came new despite being tagged as "used", that truly surprised me, however the packaging protection was null, just a box with a paper inside and nothing else, some items came with cracks but nothing serious, I guess that's the price for low priced and free shipping. Overall was good

Wow, 3 business days from Japan to Canada
item describe as used but it is new, never been open
very low price on item but DHL custom fees was pretty high, overall it was cheaper than any other places.
Will buy again

Package came in just under 10 days!(From Japan to Lithuania) I ordered two T-Shirts and both of them came just like new, didn’t find any problems with the packaging either, it came inside of a normal shipping box, which was not damaged at all.

I recently ordered a figure and 8 hours after confirmation of order I was met with another email not only cancelling my order but accusing me of credit fraud.

I’ve been ordering CD’s from quite some time now and I have no issues with my order until the latest order. I ordered a few CD’s this time last Nov. 12, 2025. I usually get a shipping notification within 3 to 5 days but this time nothing. I emailed, i contacted them through social media to ask the status of my order. No reponse…完全無視！Totally being ignored. What happen to Japanese customer service!? What happen Suruga-ya?
If you don’t have the item in stock at least let me know that you don’t have it. Not letting us wait for nothing.
お客様の問い合わせメールちゃんと返信しましょうね！

I buy only figurines from Suruga-ya. The quality is amazing and I've never had any issues with them. The free shipping campaigns & discounts mean I get figures that usually sell for £150+ for under £90 and I've never had any issues with them. My only complaint is that they do not inform you when an item goes out of stock after you have paid for it. They just don't ship it and don't take the money, so you think you've paid fully for that item and not recieved it. Their communication is subpar

⭐️⭐️⭐️⭐️⭐️ Absolutely love Suruga-Ya!

As an Australian customer, I was so impressed with the shipping speed, I placed my order on October 6th and received it on October 13th. That’s insanely fast for international shipping, honestly, even our local shipping isn’t that quick!

For my first order, I bought three pajama sets listed as “used,” but to my surprise, two of them arrived brand new. I was so happy with the condition and care that went into packing everything.

After such a great first experience, I just placed another order during their bulk savings and free shipping promo. My cart was worth around $350 AUD, but after discounts, I only paid $260 AUD (+ the $9 commission fee), easily some of the best deals I’ve found, and perfect for early Christmas shopping.

I also didn’t get charged any customs or import fees on my first order coming into Australia, which was a pleasant surprise since this was one of my first international purchases. Fingers crossed it’s the same for my next order!

Overall, Suruga-Ya has exceeded my expectations. Fast shipping, amazing deals, and great item quality. I’ll definitely be shopping again!