Frequently asked questions
Send us an email to tell us what's up and someone from our Customer Service team will get back to you as soon as possible. Be sure to include your order number (if you have one). Contact us.
Getting Started
What is Orosy?
Orosy is a wholesale marketplace dedicated to authentic Japanese merchandise. Orosy allows you to buy unique Japanese brands that are unavailable in marketplaces such as ebay or amazon in bulk. The service is already available in Japan and has currently more than 2,000 active users per month.
Who can join Orosy?
Any online or brick-and-mortar stores can join Orosy. However, we are unable to fulfill orders if your store exists only on third-party online marketplaces(for example; Amazon, eBay, Etsy, Facebook Marketplace, Poshmark, Cratejoy, Alibaba, Taobao, Carousell, Shopee, Lazada or other marketplaces.
How do I sign up?
To sign up as a retailer, please create an account here.
Please make sure that your registered information is correct to avoid delays and shipping issues.
How do I view the price of products?
How do I pay for orders?
Credit cards and Paypal are accepted as method of payment. Orosy accepts Visa/Mastercard,American Express and JCB credit cards.
Payment will occur at the timing of your purchase.
Resetting my password
From the login page linked below, please select "forgot your password" to reset your password.
Does Orosy offer drop shipping?
Orosy does not support drop shipping to retailers. A valid, physical address to receive your product will be required to register on Orosy.
Don't see your usual Japanese brands on Orosy?
If there is a particular brand that you'd love to see listed on Orosy, please contact us. We are always looking to add new brands and improve our service offerings.
How do I contact support?
Orosy's support team will be happy to assist you with any questions or issues you may have. Please contact wholesale_shop@orosy.com and we will get back to you as soon as possible. Orosy does not provide phone support.
Shipping
What is the cost of shipping?
Shipping rate estimates are available here.
Shipping costs are determined based on the weight, size, and other factors after all items are packed together at orosy's contracted warehouse. An invoice will be sent once the international shipping cost is finalized. Your items will be shipped as soon as payment for international shipping is confirmed.
*Please note that if the shipping payment is not made, your items will be discarded, and no refund for the product cost will be provided.
For shipping details, visit here
Where will the items be shipped from?
Every item will be shipped from our warehouse in Tokyo, Japan.
How will the items be shipped?
Your items will be packaged carefully in our warehouse, then shipped via DHL or FedEx or EMS to your address directly worldwide.
WHEN WILL I GET MY ORDERS?
The average arrival period is around 4 weeks. Please note that in case of shipping delays, supplier related as well as any other issues.
Please contact support for details regarding your shipping status.
Orders
Can I import this product to my country?
■ All food and beverage shipments to the United States require the purchaser's FDA registration number.
Buyers who do not have an FDA registration number or cannot share it with us will not be able to place an order.
■ Shipping may not be possible depending on the country. Please check your country's regulations before ordering. Orders from areas that cannot be shipped will be canceled.
Can I presell the products on my store or website?
Preselling items is prohibited as brands may cancel or reject your order. Using product pictures from Orosy before purchase is also prohibited and will face a permanent ban from Orosy.
Will customs procedures or duties and taxes apply?
Retailers are registered as importers and must comply with all laws and regulations of the destination country.
Orders shipped internationally may require the submission of documents or be subject to import taxes, customs duties, and fees in the destination country.
Once the shipment arrives in the recipient’s country, additional documents may be required for customs clearance, and the shipment may be subject to import taxes, duties, and fees.
Any additional charges for customs clearance must be borne by the recipient. Orosy cannot manage or predict these charges.
In some cases, due to insufficient documentation or restrictions in the destination country, the products may be destroyed or returned without notice.
Please confirm the regulations of the destination country and prepare any necessary documents before placing your order.
Orosy is not responsible for any issues arising from customs inspections in the destination country.
Additionally, we cannot provide refunds under any circumstances, including for the cost of the products.
If products are returned, the return shipping costs and reshipping fees will be the responsibility of the importer.
Customs policies vary greatly by country, so please contact your local customs office for detailed information.
If customs procedures are required, delivery may be delayed beyond the initial shipping estimate.
Can I use product images from Orosy?
You are free to use product images from Orosy, provided that you have made a purchase on the item and is use for resale purposes only. Prodouct images may not be use for paid advertisements, and listings for third-party platforms.
How do I change my default shipping address?
You can change your default shipping address from your Account settings:https://wholesale.orosy.com/account/addressess
Payments
What payment methods does Orosy accept?
Orosy currently accepts credit cards(Mastercard, Visa, American Express, JCB) and Paypal as payment methods.
Changing my payment method
You can choose your payment options during you payment confirmation stage. You can choose to pay with credit card or Paypal.
Please note you are not able to change payment options once payment has been completed.
Returns/Refunds
How do returns work?
Orosy does not accept returns for purchased items. Please contact support if by any case the shipment your received has any defects or damages.
What happens if the product is not as advertised or has defects?
Please contact Orosy at wholesale_shop@orosy.com within 14 days with a picture proof of the defect or misadvertisement.
After a screening and confirmation, your order will be fully refunded or refurbished.