Event21 - Frequently Asked Questions - FAQ

Survey To the CEO

Frequently Asked Questions & Their Answers

Event management, planning│Onsite Setup│Event Item Rental, Sales│Signboard Design, Fabrication

>>No matter where you are in Japan: Kansai, Tokyo, Nagoya, Sapporo, Sendai, Nagasaki you will get our full support!!
Ceremony│Trade show│Concert│Campus festival│Conference│Seminar│Festival│Party│Wedding│Celebration

We will do our best for your cause regardless of the type of event, the location and the scope of the event!

Founded in 1990, Event21 has been assisting more than 1000 events every single year!It's our pride!
Event21 - Home → FAQ

A collection of frequently asked questions



World Wide Services Services in Japan

World Map

 

World Wide Services



 
Can I get the price of only 1 piece of a given item?

Yes we could sell you even only one piece of any of our items.




 
Do the prices displayed on Event21's websites include all the costs like shipping etc?

No the prices don’t include neither the shipping and packing costs nor the payment commission fees.




 
How can I get a quotation for the cost of shipping?

Please tell us the address where you would like to get your items shipped to in order to be able to calculate the shipping costs.




 
Is there a minimum order quantity (MOQ for short) concerning the items?

Yes, for some of our items there is. It is usually displayed on the pages of the items. If you can’t find the MOQ on the page of the item, then please tell us the quantity that you are looking for and we’ll tell you whether we could ship you that quantity. Samples could be purchased regardless of the MOQ at any times.




 
Can I get a discount if I order small quantities of many different products?

Yes, if you make your order at once, then the rate of discount will be determined due to the total ordered quantity.




 
Do you have a price list for each of your items?

No, we don’t have a price list for our items. Please tell us the quantity that you would like to order to get a quotation.




 
Can I get the price of the items displayed in my own country's currency?

No, at the moment all our prices will be displayed in USD only.




 
How can I get a quotation?

Please tell us the item(s) that you would like to get a quotation for and the quantities that you are interested in. If you would like to know the cost of the shipping then please tell us the address where you would like to get your items shipped to as well.




 
What do I need to do to make an order?

There are the following methods.

【1st】 you need to get a quotation.
【2nd】 if you would like to purchase the item(s) based on the quotation, then you need to get an official invoice.
【3rd】 you will need to agree to all the terms stated in the invoice, then for a proof, you need write the actual date in the box on the bottom right corner of the invoice and sign it right below the date.
【4th】 you need to send the signed invoice to us as a scanned image in an e-mail attachment or via FAX.
【Finally】 transfer the amount displayed on the upper right hand side of the invoice in USD to our bank account.
Your order is complete as soon as we have been able to confirm that the transfer has arrived to our account.



 
What payment methods can I choose from?

There are the following methods.

- PayPal for orders under 300 USD
(the PayPal Commission Fee will depend your transferred amount)

- T/T (Bank Transfer) for any order
(the Bank Transfer Commission Fee is fix 20 USD regardless of your transferred amount)

- L/C (Letter of Credit) for bulk orders only




 
Do I have to bear the commission fee of my payment?

Yes, we would like to kindly ask all of our dear customers to bear the cost of any money transfers made to our company. Subsequently, we always display the commission fee of your payment on our quotations and invoices so that it will be included in the total cost of your order.




 
What information is needed to create an invoice?

It is as follows.

- your name
- your company or organization name (if available)
- your address
- your phone number
- the date till you can make the payment




 
When will my items be shipped?

Your items will be shipped right after we have been able to confirm that the transfer has arrived to our account.Please note that depending on the actual stock conditions, for certain items, order quantities, we may need to get a part of your order from the maker before being able to ship your items.




 
What currencies can I make my payment in?

Currently we can accept payments in USD only. Please contact us if you would like to pay in any other currency.




 
Can I cancel my order after the payment?

Basically we don't accept any cancel or refund requests after you have made your payment. In some special cases we may make an exception, so please discuss any such matters with us and let's come to a fair decision together.





 
Can I pay in installments?

Basically we need our dear customers to make 100% of their payments in advance.
Please contact us in case you would like to make a bulk order and pay in installments for negotiation about the way of making the payment.




 
Are all your items made in Japan?

We are keen on offering our customers products of the highest available quality and excellence, so we are mainly choosing products that are either made in Japan, or made in other countries by Japanese companies under Japanese supervision that guarantees high quality.




 
Do you have a warranty for your items?

No, we don't have a warranty for our items. Please contact us in case you are thinking about making a bulk order and you are interested in getting a warranty for any of our products. Depending on the product, we may be able to provide you a warranty of the maker.




 
Can you provide safety etc. certificates for your products?

Yes we can provide safety and other certificates for our products, but please note

 
What shipping methods can I choose from?

Basically we are using the following shipping methods:

Japan Post International Mail Services

Furthermore, we can send packages under 2kg as a so-called "Small Packet":
Japan Post Small Packet Services

Please note that in this case, no registered shipping voucher will be issued about the shipment so, we can't accept payments by PayPal for this shipping method. Please check the following text, cited from the about site about small packets:
"A small packet is, like a letter or postcard, an ordinary postal item, therefore it cannot be sent registered. If registration is required, please use the optional registered mail/advice of receipt service."

Apart from these shipping methods, we can offer shipping via the most prestigious international forwarders:
DHL, FedEx, UPS, TNT

For bulk orders we can also offer air or water transport in 20ft or 40ft containers.

packages example




 
Can you ship your items to anywhere around the world?

Yes, but there are some places that we haven't tried yet, like the Antarctica for instance. Please contact us if you are living there and if you would like to get some nice Japanese items.




 
I would like to order in bulk, how can I do that?

Please tell us all the details about your order: deadlines, budget, preferred shipping terms and payment method, anything of importance. Please consider that in case of bulk orders the lead time will be considerably longer depending on the quantity that you would like to order due to the actual stock conditions.




 
Can you ship my order to a Japanese address?

Yes, of course. Domestic shipping costs are considerably lower than their international equivalents.




 

I'm looking for an item that is not displayed on your website, can you get it for me?

Sure. We have much more items from various makers, than what we have managed to display on our website yet. Even if we don't have a maker for the item you are looking for yet, we can find one in no time thanks to our network of suppliers.




 
Do you offer rental services for customers outside of Japan?

No, our rental services are for domestic customers only. We can make an exception in special cases, if the customer who takes responsibility for the rental items is either a Japanese citizen or an officially registered Japanese company or organization.




 
Do you accept orders for customized items?

Yes we do. Please tell us which of our items you would like to get customized in what way and we will tell you the minimum order quantity for making customization possible.




 
Can I get my logo imprinted on your items?

Yes, logo imprinting is available for many of our items.




 
Do you have a catalog?

Yes, our catalog is the website you are currently browsing.

We do have another website with our products displayed on it too, please have a look:
http://japan.trustpass.alibaba.com/




 
Do I need to pay the 5% Japanese consumption tax for the items I order?

The answer is a firm no if you would like to get the items shipped outside of Japan and a just as firm yes if you would like to get them shipped to a Japanese address.




 
Can I get extra information on your items?

Of course you can. Please tell us what you would like to know, we would be happy to tell you even the smallest details.










 

Services in Japan






 
Can you provide your services cheaper than other companies?Can I get a discount?

We'll do all we can!!! We aim to be the company that can provide the best prices in Japan combined with high level service!

Please let us tell you our assumption about why customers keep asking for our quotations despite the fact that they had already received quotations from other companies:
Isn't it because they are not satisfied with the contents of the quotation that they've already received?
If that's really the case, then
Event21 will make sure to satisfy all the needs of any customers who contact us.




 
Why don't you display shipping costs?

It's because the delivery cost changes due to the different shipping companies we use, due to the packaging (size, number of boxes), due to the destination, due the use of time specified shipping services and so on

The shipping conditions are so different in each case that it's impossible to display everything about each case on our websites.
We will do our best to provide you the best possible shipping method on the best possible price!




 
Maximum how long can I rent items and pay the 3 days rental fee?

Event21 offers you an advantageous rental system concerning both price and rental period.

You can rent all our items up to 3 days on the price of one day, so if you use the items within a 3 days period, then you pay for only one day.
(we assure you that neither the shipping time, nor the day you receive the items will be included in the rental period, this is our FREE service)
All our displayed prices include the consumption tax.




 
Can I get a discount if I ask you to handle multiple events at once?

We will give you a discount based on the number of times you have used our services!

We provide special discounts for those customers who are planning to use our services on events that take place regularly, multiple times a year, once in a month etc. depending on the services, items involved!
Although the rate of discount does highly depend on the contents of your order, in some cases the rate of discount could look like the following: 10% on your 2nd time, 15% on your 3rd time, 20% on your 4th time.

It's definitely worth (money & time) to use our services repeatedly rather than contacting a different company every single time!

If you would like to get a discount based on the number of times you will use our services, then please tell us your intention by writing it down into the comments section of the quotation request form:





 
Do your prices include tax?

Yes, all our prices displayed on our websites include tax.




 
Can I get some money back if I return the items before the planned date?

We are really sorry to tell you that we are unable to return you any money for returning the items faster than planned, since we have already reserved the items for you when you have made your order, so they won't be available for rent in the time period that is displayed on your contract as rental period.




 
Is filling the request form on your website the only way for requesting a quotation?

No, we accept quotation requests by FAX, e-mail, Skype or phone as well.

Please download our quotation request from for FAX from our contact page:



If you would like to request a quotation in e-mail, then you can either send us the scanned in request form
mentioned above attached to your e-mail, or simply write down all the important details about your needs in
the e-mail. In case you would like to request a quotation on phone or via Skype, then we would be glad to answer
your call as well as any of your questions! Check out our contact information on our website mentioned above.




 
What do I need to do if I want to pay?

You can make your payment by either a bank transfer or by PayPal (by credit card / PayPal account).

Here’s how PayPal checkout works without a PayPal account:

1) You receive an e-mail from PayPal containing the invoice issued by one of our sales people.
2) Customers enter their name and shipping address.
3) They’re prompted for their credit card, email address, and phone number.
4) (Optional) After reviewing their information, they may choose to save their information by creating a PayPal account to make future transactions faster.

For details, please check the following website: https://www.paypal.com/cgi-bin/webscr?cmd=p/mer/WAX_landing-outside

If you already have a PayPal account, or you would like to create one, then you could do the checkout using your PayPal account as well.

For making your payment by a bank transfer (T/T) please use our account number etc. displayed on the upper right hand side of our official invoice.

* Please note that the rental items will be delivered by a shipping company so we only be able to ship the items after the confirmation of your payment.
* If you would like to pay by PayPal, then we will need you to pay the PayPal commission fee.
* There's an option for payment by COD (cash on delivery)! (available only for customers from within Japan) For companies or organizations, which need an invoice, we could issue one on the same day as requested. Shipping will be done after the payment confirmation.




 
Can I make a money transfer using the services of various convenience stores?

You can make your payment by either a bank transfer or by PayPal (by credit card / PayPal account).

Yes, of course it's possible! Please check the following things for making a payment this way:
1) Check whether there's an ATM in the convenience store.
2) Check whether the ATM is capable of sending a money transfer.
3) You'll need your own/company's/organization's bank account information.
4) You need to have a credit card (Please note that you can't send cash from convenience stores)
5) Our bank that can receive payments from convenience stores is displayed below:
Sumitomo Mitsui Banking Corporation (SMBC)

※Our bank account information will be displayed on the quotation (or invoice) issued by our staff. Please make the transfer to the account number displayed there.
※Basically Lawson and FamilyMart can handle money transfers to the Sumitomo Mitsui Banking Corporation.
※Please note that some of the regional banks etc. cannot handle money transfers to this account.
※Concerning payments that exceed the total amount of 100 000 JPY there may be cases in which the required amount cannot be transferred in a single transaction.
Please take care to check the limits of the transactions beforehand at the institution you are planning to use!




 
Is there a deadline until I need to complete the order?

Although, the safe and secure time period depends highly on the location of your event,generally it could be said that you should could complete your order at least 3 - 7 days before your requested shipping day, which means at least 7 - 11 days before the starting day of your event.

However, please don't give up even if you have only a couple of days,or even just one day before your event, since we will do our best to make your event successful even despite these "emergency situations"! Please call us directly if you are in a hurry!




 
Can I rent your items as an individual?

Yes of course.

For personal identification, you will need to send us an image of any one of the following documents issued by Japanese authorities:
- driving license
- insurance card
- certificate of alien registration

In case you don't have any of these documents, then you can send us the image of your [passport page with your photo] on it.




 
Can I order large quantities or only a single item?

The availability of large quantities depends on the items in question, but regardless of that we can handle both large orders and orders of even a single item.

Feel free to contact us in both cases!
Our staff will gladly assist you in a kind and speedy manner.




 
If I pay by bank transfer, can I get a receipt?

Generally, we don't issue a receipt for bank transfers.

The transaction (or payment) receipt issued by your financial institution will serve as "the receipt".
In front of the law the transaction receipt is recognized as an official receipt.
Please be understanding of this method as it serves the purpose of cost reduction which enables us to offer you our services on a more reasonable price than what you would get from other companies.

Moreover, if you make your payment in cash, in case of personal delivery done by our staff etc., then please be reassured that we will issue you an official receipt without fail.




 
Does it cost anything to cancel my order?

First of all, please understand that we can accept cancellations for our rental services only.

Regarding item purchases it's not possible to cancel your order after you have made your payment
due to the various payment terms and conditions of our suppliers. Thank you for your understanding.

Up to 3 workdays before the day of shipping or personal pickup at our company, you can cancel your order for free.

※Please accept that in principle, the day of shipping is considered to be 1-2 workdays before the items arrive to you.
※However, please note that concerning remote locations and isolated islands with an inconvenient accessibility,
the shipping day may be more than 1-2 workdays before the items arrive to you.

Concerning cancellations 2 days before the shipping day (personal pickup), we will need you to pay a cancellation fee
equal to 10% of the total amount displayed on your invoice. If you would like to make the cancellation 1 day before the
shipping day then the cancellation fee will be 20%, if on the day of the shipping(before the shipping!) then 30% of the
total amount displayed on your invoice. However, please take care that if your order involves any setup
(construction, installation etc.) or teardown works, then the cancellation fee 1 day before the shipping day will be 40%
and it will be impossible to cancel your order on the day of shipping, even if you contact us on the shipping day before
the actual shipping takes place.

Please note that we don't accept any cancellation or money refund requests after shipping or personal pickup of the rental
items at our company.

Simply put, our cancellation policy looks like this:

Shipping done by
a shipping company
Up to 3 workdays
before shipping
Free
2 workdays before
shipping
10%
1 workday before
shipping
20%
On the day of shipping
(before the shipping!)
30%
After shipping

Not possible
Shipping done by
a shipping company
Up to 3 workdays
before shipping
Free
2 workdays before
shipping
10%
1 workday before
shipping
20%
On the day of shipping
(before the shipping!)
30%
After shipping

Not possible
Setup or teardown
works included
in your order
Up to 3 workdays
before shipping

Free
2 workdays before
shipping

10%
1 workday before
shipping

40%
On the workday
of shipping
(before the shipping!)
Not possible
After shipping


Not possible
Rental item pickup
directly at our
company
Up to 3 workdays
before shipping

Free
2 workdays before
shipping

10%
1 workday before
shipping

20%
On the workday of shipping
(before the shipping!)
30%
After shipping


Not possible

CAUTION:
Please take care that in the case of some of our rental items that we provide you through our partner companies,
it may happen that it will be impossible to cancel your order even 1 or 2 days before the day of shipping,
regardless of what is stated above. Thank you very much for your understanding.

In case of production services, custom manufactured items, the general principle is that the manufacturing process
will start after we have confirmed your payment. Please note that in some special cases, the manufacturing process
(ordering the materials etc.) may start after we have received the signed invoice (serving as a contract as well),
so it will be impossible to cancel your order even if you haven't done the payment yet. Therefore you will need to
transfer the full amount that's displayed on the invoice as total afterwards, since you have signed the invoice,
therefore made the order.

Please note that we don't count weekends (Saturdays, Sundays) and Japanese public holidays when determining the conditions
how you can or cannot cancel your order.




 
Do I need to lay down a deposit for renting your items?

Yes, for some of our items, we will need you to make a deposit for renting the items.

The need of deposit varies from item to item, just as the amount of the deposit.
Please ask our staff for details.




 
The event will be held in Tokyo, can you handle that? The event will be held in Hokkaido, can you handle that?

Absolutely, we are handling thousands of inquiries from all over Japan every year!

Actually a vast majority of our clientele comes from Tokyo and its precincts. Since the establishment of our company 23 years ago, we have accumulated a vast experience in delivering all kinds of items to countless locations all over the country thanks to our unique logistic system, our trustworthy network of partner companies and the effective use of our company's service system.

Even if you use the rental, event site setup, teardown services of the company nearest to your location, you will be charged transportation and labor costs no matter how near it is. In comparison to that, we are offering you [a lower total price] for the items and services that you would get in your neighborhood. The reason why we can do the trick is that we have a well established cost management strategy and an extensive country wide network of partner companies. Thank goodness, a steadily increasing number of clients favor us over other companies, because we can give more for less! Why don't you give it a try too?
Feel free to contact us(link1) anytime and get a quotation(link2)!




Please ask our staff for details.




 
What is the way of returning the rental items?

Generally you will need to arrange the return shipment of the items by contacting the shipping company displayed on our invoice.

The invoice will be enclosed in the package of one of your rental items.

In case you have defined a time period for the pickup of the rental items in advance and it is displayed on the invoice you have signed as well, then either an agent of a shipping company or our own staff will carry out pickup in the way as stated on the invoice.
However, please note that since we are cooperating with various shipping companies, we are always trying to find the best possible way to delivery you the rental items that you have requested. Therefore depending on the shipping company, it may happen that you will need to call the nearest office of the shipping company displayed on the invoice to tell them the time interval when would like them to pickup the rental items. We will let you know the phone number of the nearest office.

Please take special care to pack all the rental items (and all their parts) back into the very same state with the same packaging materials in which they have been delivered to you and send them back to us that way. In order to do that, please preserve all the packaging materials after you have removed the rental items from them. The shipping fees may increase if you return the rental items to us in more packages, than in what they have been sent, in which case you will need to compensate us for the increased shipping costs afterwards. Moreover, please note that you may be required to pay a compensation for lost packaging materials as well, since some of these materials are quite valuable.
If you would like to return the rental items to us by yourself, then you will need to do it till the workday (official Japanese workday) after your last rental day within the normal business hours of 9:00 to 17:45.




 
Can I ask you to set up all the items, operate them on site during my event and dismount them afterwards?

Generally you will need to arrange the return shipment of the items by contacting the shipping company displayed on our invoice.

Yes of course! You can entrust us with any of the onsite operations such as: stage, tent, etc. setup, equipment installation and operation, full-scale event conducting, after the event teardown / dismounting, cleanup etc.
Since we are an event company, we can handle the total production of your event in Japan.

Be it the planning, design of live events, the logistics of temporary events, the staging of concerts and fashion shows or anything else we will always be at your service.
Please allow us to show you what we are capable of based on 23 years of experience with almost all possible kind of events in Japan.

From the scope of tradeshows, exhibitions, fashion shows, concerts, cultural festivals, international conferences to the scope of company events, campus festivals, family events, weddings and birthday parties we will always find the best possible way to support you and together we will transform your event into an overwhelming success!
All you need to do is to consult us!




 
What kind of packaging cases/boxes are you using?

Although the packaging materials differ from item to item, since we are always trying to use the most suitable packaging for an item,we are mainly using the following type of packaging cases / boxes:

- cardboard boxes
- wooden boxes
- corrugated plastic board (corriboard)
For example, for large sized items, we are creating even larger boxes from various materials and fill them with cushioning materials,since we would like to ensure that your rental items don't get damaged during delivery.
Furthermore, please note that we have various items that cannot be shipped in a fully assembled state. Items that couldn't be folded and couldn't easily fit into a normal box, like the high counter table or the counter chair for example will be shipped to you in a ready-to-assemble state just like IKEA furniture. Those items that cannot be disassembled and are too big to fit into a box will be shipped wrapped in bubble wrap,punch carpet or various types of sheets etc.

The blue boxes displayed on the above picture are made of corrugated plastic board, which makes them relatively strong, easy to carry which makes them very useful for shipping purposes.




 
Do I need to pay an extra fee besides the shipping costs if I want to get the items delivered not just to my address,but for example up to my apartment?



For items, quantities that are small enough to be carried in hand by one person, we will be able to deliver them to your specified place for free.

Please note that your specified place needs to be accessible by a normal sized truck within a range of 300m.However, if either one item itself, or your overall ordered quantity exceeds the amount that could be carried by one person at a time (on one route),then we will need you to pay an extra fee besides the shipping costs for carrying the goods to your specified place from the place where the shipping truck stopped. If you can receive the items right on the spot where the delivery truck could park (depending on available parking space, traffic conditions etc.)
then you can be almost sure that you won't need to pay an extra fee for carrying the items.

There are some many locations in Japan that cannot be accessed by normal sized trucks. Please note that chances of having to pay an extra carrying fee is very high concerning these places.

Since each order is unique, please ask our staff for details.
Thank you very much for your understanding.




 
How long does it take for purchased items to get delivered?



Your rental items will be shipped right after we have confirmed your payment and generally they will either be delivered on the same day (the shortest)

or on the following day. Please note that the delivery may take longer for some remote, not easily accessible places, islands in Japan.




 
I can find the item(s) that I'm looking for on your website; can you arrange them for me?



The fastest way to find out the answer for this question is to contact us! Even if you can't find the item(s) that you are looking for on our homepage, we will try our best to track them down for you. Since the range of our items keep increasing rapidly day-by-day, at the moment we are unable to keep pace with it and display every single one of the new items on our websites.
Likewise, even if the item(s) you are looking for might be temporarily out of stock, we will try to get get you similar alternatives from one of our partner companies, however please note that in some cases,we may not be able to get them for you on the same price as displayed on our websites.
(since the displayed price is only for the items that are temporarily out of stock)

The needs of our clients is certainly top priority to us, so if you would prefer to get an alternative item instead of the one that's displayed on our website in the first place, then please consult us and we will show you the options we can offer!

So no need to worry even if you can't find the exact item(s) that you are looking for, just tell us what you need exactly and let us handle the hard part!

>>>Click here to see how you can contact us!(link1)





 
Can you handle an event that is taking place on different locations at the same time?



Yes, of course it's possible.

Since we are coping with Japan from top to bottom, we dare say that handling an event on multiple locations at the same time is indeed our strong point! When filling out our web form (link2) for requesting a quotation,please enter the address of the different locations into the textbox marked "comments" and let us know that your event will take place on these multiple locations. Please simply contact us via phone, FAX, e-mail or Skype in case you feel that filling in this form is just too time consuming.
We are looking forward to assisting you.

>>>To the quotation request form of Event21 (link2)






 
I can find the item(s) that I'm looking for on your website; can you arrange them for me?



The fastest way to find out the answer for this question is to contact us!

Even if you can't find the item(s) that you are looking for on our homepage, we will try our best to track them down for you. Since the range of our items keep increasing rapidly day-by-day, at the moment we are unable to keep pace with it and display every single one of the new items on our websites.
Likewise, even if the item(s) you are looking for might be temporarily out of stock, we will try to get you similar alternatives from one of our partner companies, however please note that in some cases,we may not be able to get them for you on the same price as displayed on our websites.
(since the displayed price is only for the items that are temporarily out of stock)

The needs of our clients is certainly top priority to us, so if you would prefer to get an alternative item instead of the one that's displayed on our website in the first place, then please consult us and we will show you the options we can offer!

So no need to worry even if you can't find the exact item(s) that you are looking for, just tell us what you need exactly and let us handle the hard part!

>>>Click here to see how you can contact us!(link1)

http://event21.co.jp/contact_us.htm