Shopping Guide / FAQ
Frequently Asked Questions
From orders, payments and account sign-in to sound samples, warranties and repairs.
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Orders & Shipping
12 questionsInformation on delivery times, checking your order, delivery addresses, gift wrapping, and more.
Q When will my order arrive?
Delivery times vary by product. The model, number of notes, tune, and any personalization or other custom work affect how long your order will take.
Before placing your order, please check the product page and our Delivery Times guide.
Q Can I check the status of my order?
You can check your order and delivery status by following the instructions in your order confirmation or shipping confirmation email. Please have your order number and the email address used to place your order ready.
You can also check your order history and delivery status in your account. Enter the email address used for your order and sign in with the 6-digit verification code sent to you.
Q Do I order the tune and the case separately?
No. You can select both on the same product page. Open the product page for your preferred tune, then choose a design and material from the available cases.
Q Can I cancel my order after placing it?
As a rule, we do not accept cancellations once an order is confirmed. However, we may be able to help if production or shipping preparations have not yet begun. Please contact us as soon as possible with your order number.
Q I have not received my order confirmation email.
Please check your spam folder and email settings to make sure our messages are not being blocked.
If you use email filtering, please allow messages from store+40563015844@g.shopifyemail.com as automated emails from our store, including order confirmations, may be sent from this address.
If you are unsure of your order status, please contact us with the name and email address used to place your order.
Q Can I see the products in person before buying?
You can view music boxes at our physical store, the Nidec Music Box Museum Suwanone. The selection differs slightly between the online and physical stores. Please check that your preferred product is on display before visiting.
Address: 5805 Shimosuwa-machi, Suwa-gun, Nagano 393-8503, Japan
TEL：0266-26-7300
Q Can my order be held at a courier service center for pickup?
Orders can be held at a Yamato Transport service center. When placing your order, enter the name and service center code of your chosen location in the delivery address fields.
You may be asked to present identification, a personal seal, and the tracking number when collecting your order.
Q Do you ship directly overseas?
We ship directly to addresses in Japan only. Customers outside Japan can order eligible products through the proxy shopping service Buyee.
Q Do you offer gift wrapping?
Gift wrapping is available for eligible products for an additional fee. Select gift wrapping from the options on the product page. Products without a gift wrapping option are not eligible.
Q Whose details appear on the shipping label if the purchaser and recipient are different?
The purchaser’s name, address, and phone number appear as the sender’s details on the shipping label. When shipping directly to a gift recipient, we do not include documents showing the price.
Q Can I buy just the movement?
We do not sell movements—the mechanisms that produce the sound—on their own. Our music boxes are sold as complete products, combining a tune and a case.
Q Can you make a music box that plays a school or kindergarten song?
Custom music boxes for schools are handled by the custom music box desk at the Nidec Music Box Museum Suwanone. The team will discuss the arrangement, product specifications, quantities, and other details with you.
Payment & Receipts
5 questionsInformation on payment methods, invoices, delivery notes, receipts, and quotations.
Q Which payment methods can I use?
You can pay by credit card, convenience store payment, PayPay, Merpay, au PAY, or bank transfer. Available payment methods are also shown at checkout.
Q Can you issue invoices and delivery notes that comply with Japan’s Qualified Invoice System?
Yes. Our store complies with Japan’s Qualified Invoice System.
- Invoices: Download from the link in your order confirmation email.
- Delivery notes: Download from the link in your shipping confirmation email.
Q Are invoices and delivery notes included in the package?
To reduce paper use and our environmental impact, we generally do not include printed copies. Please download them using the links in your order confirmation or shipping confirmation email.
Q Can you issue a receipt?
We can issue receipts only for payments made by bank transfer. To request one, please contact us with your order number and the name to appear on the receipt.
Q Can I get a quotation before placing an order?
Yes. Please contact us with the product name, quantity, delivery address, and the name to appear on the quotation.
A quotation does not reserve stock. Your order is confirmed only when you complete checkout through our store’s shopping cart.
Products, Sound & Playing Time
17 questionsInformation on note counts, the differences between 18-note models, playing times, case materials, and more.
Q What is ORPHEUS?
ORPHEUS is a series of premium music boxes made by Nidec Instruments Corporation, generally featuring 30 or more notes, with some exceptions. Their wide range, rich harmonies, and longer playing times allow for expressive musical performances.
Q What do “notes” or “N” mean?
These refer to the number of teeth on the metal comb that produces the sound. In general, more teeth provide a wider range of notes, allowing richer harmonies and more complex arrangements.
Q How does the sound differ between 18-, 30-, 50-, and 72-note music boxes?
- 18 notes: A simple, charming, and familiar sound.
- 30 notes: A wider range allows for richer performances with accompaniment and harmonies.
- 50 and 72 notes: A broad range from low to high notes allows for full, expressive arrangements with greater depth.
Q Are there two types of 18-note movement?
Yes. Our 18-note music boxes use two types of movement: standard production and custom. The movement used depends on your chosen tune. The movement is the mechanism that produces the sound.
Both have 18 notes, but their manufacturing methods differ, so the available tunes, prices, and delivery times also vary.
Q What is the difference between standard production and custom models?
The main differences are how the movement is made, the available tunes, the price, and the delivery time.
- Standard production models: These use movements made in advance. You can choose mainly from popular tunes that are in stock, with affordable prices and shorter delivery times.
- Custom models: These let you choose from the wide range of tunes we support. The movement is made after we receive your order, so delivery takes longer than for standard production models.
These model categories refer to the movement, not the case. Even with the same case, the price and delivery time vary depending on your chosen tune.
Compare standard production and custom 18-note models →
For pricing and delivery times when ordering, please check the product page and our Delivery Times guide.
Q Why do prices and delivery times differ by tune, even with the same case?
The tune determines whether the music box uses a standard production or custom 18-note movement. Even with the same case, differences in how the movement is made affect the price and delivery time.
The distinction between standard production and custom models does not refer to differences in the case. When ordering, please check the price and delivery time on the product page for your preferred tune.
Q Can I choose the type of movement after selecting a tune?
The type of movement depends on the tune you select. You cannot freely switch between standard production and custom movements for the same tune.
If you are unsure which type applies to your preferred tune, please contact us with the tune title or product page URL.
Q What if I cannot find my preferred tune for an 18-note music box?
We may be able to offer tunes that are not listed on our website. Please contact us with the tune title and artist or composer’s name.
If you have a preferred delivery date or case, please let us know as well.
Q How long does one musical phrase play?
- 18-note cylinder: approximately 12–15 seconds
- 23- and 30-note cylinders: approximately 25–30 seconds
- 50-, 72-, and 100-note cylinders: approximately 30–45 seconds per cylinder rotation
Times vary slightly depending on the tune, how tightly the mainspring is wound, and the individual music box.
Q How long does an ORPHEUS music box play in total?
When fully wound, a 30-note model typically plays for about 4 minutes or more, and 50- and 72-note models for about 5 minutes or more.
Playing times vary slightly depending on the tune and the individual music box.
Q Why is there a brief pause during a tune on a model that uses multiple cylinder rotations?
A short pause is needed to prepare for the next rotation.
On models such as 50- and 72-note music boxes that use multiple rotations, the cylinder—the pin-covered drum—shifts slightly sideways between rotations.
The cylinder has a section without sound-producing pins to allow this movement. This creates a brief pause before the next rotation begins.
Q What is the difference between cylinder and disc music boxes?
Cylinder music boxes: A rotating cylinder plays the music. In general, the tunes cannot be changed.
Disc music boxes: You can enjoy different tunes by changing the metal disc.
Q Why are there A, B, C, or other versions of the same tune?
We sometimes offer several arrangements of the same tune, with differences in the melody excerpt, accompaniment, opening, or structure. Listen to the audio previews on each product page and choose the arrangement you prefer.
Q Does the wood used for the case affect the sound?
The wood and shape of the case affect how the sound resonates. Mahogany tends to offer definition and volume, walnut a natural balance, maple a clear attack, and MDF a softer resonance.
Please treat these as general guidelines, as perceptions of sound vary from person to person.
Q I hear squeaking sounds while the music box plays. Is it faulty?
In many cases, these are normal mechanical sounds caused by the resonance of the comb teeth or the movement of rotating parts. They tend to be more noticeable in smaller 18- and 23-note models.
Please contact us if the sound has changed significantly or the music box does not continue playing normally.
Q Will the color and grain of a natural wood product match the photos exactly?
Natural wood varies in color and grain, even within the same species, so your product will not look exactly like the photos. We hope you enjoy the individual character of this natural material.
Q Do playing speed and total playing time vary between music boxes?
Yes. A music box is an analog mechanism powered by a mainspring. The tempo and total playing time vary slightly depending on how tightly it is wound and how it is adjusted. Playing times shown on our website are approximate.
Audio Previews
2 questionsInformation on the audio previews on product pages and the sound of the actual music boxes.
Q Do audio previews have the same tone and tempo as the actual product?
Audio previews use electronic sounds to demonstrate the tune’s structure and arrangement. Their tone differs from that of an actual music box. The playing tempo also varies slightly between individual products.
Q Why are there two or three rows of audio players?
Some 50-, 72-, and 100-note models play several tunes, while others play a single tune divided into several parts. The actual music box plays them consecutively in the order shown, from top to bottom.
Warranty, Repairs & Care
5 questionsInformation on initial defects, warranties, repairs, and care.
Q My order arrived damaged.
If your order has an initial defect, contains an incorrect item, or was damaged during domestic delivery arranged by us, please contact us within 7 days of delivery.
To help us assess the issue, please have your order number, photos or videos showing the product’s condition, and photos of the outer box ready. Keep the outer box, inner box, and cushioning materials until our assessment is complete.
Q Is there a product warranty?
Eligible products purchased from our store come with a warranty specific to each product. If an ORPHEUS product develops a fault during normal use in accordance with the instruction manual within one year of purchase, we will provide support under the warranty terms.
Faults caused by dropping, impact, water exposure, misuse, disassembly or modification by you or a third party, or onward shipping or overseas transport from the domestic delivery address may not qualify for free warranty service.
Q Can my music box be repaired after the warranty expires?
Repairs may be available for a fee. Please contact us with the product name, order number, symptoms, when the issue began, and photos or videos showing its condition. We will confirm whether repair is possible and provide a cost estimate after inspecting the product.
Q Can I disassemble or adjust the music box myself?
Please avoid disassembling or adjusting the music box, as this can damage the mechanism or cause parts to be lost. Do not remove screws, touch the movement, or bend parts. Please contact us with the music box in its current condition.
Q How should I care for my music box to keep it in good condition?
Keep it away from direct sunlight, high temperatures, humidity, sudden temperature changes, and water. Use it on a stable, level surface. Gently wipe the case with a soft, dry cloth.
Even during long-term storage, we recommend playing it occasionally to keep the mechanism moving.
Taking Products Overseas & Warranty Coverage
5 questionsInformation for customers who receive a product in Japan and then arrange to take or send it overseas themselves.
Q Does free warranty coverage still apply after I take the product overseas?
As a rule, free warranty coverage no longer applies once a product has been taken or sent overseas.
If you arrange to forward or take the product overseas after delivery in Japan, we cannot verify the subsequent transport route, repacking, exposure to impact, storage conditions, or other circumstances.
For this reason, damage, faults, or malfunctions discovered after the product has been taken overseas are not eligible for returns or exchanges as an initial defect or an accident during delivery arranged by us, or for free repairs. Inspections and repairs are generally provided for a fee.
Learn more about warranty coverage when taking products overseas →
Q What should I do if I discover damage or a malfunction while still in Japan?
Do not take or send the product overseas. Contact us within 7 days of delivery with your order number and photos or videos showing the product’s condition.
We will review the product and delivery circumstances and determine how to proceed under our returns and warranty policies.
Q Does the same policy apply if I receive the product at a hotel or take it overseas in my luggage?
Yes. The following situations also count as taking or sending a product overseas under your own arrangements:
- Using a forwarding service in Japan to ship the product overseas
- Having a hotel, family member, or friend receive it in Japan and then send it overseas
- Receiving it in Japan while traveling and taking it overseas in carry-on or checked luggage
Please also check your airline’s carry-on rules and conditions for transporting delicate or high-value items in advance.
Q What packaging is needed for overseas transport?
Our standard packaging is intended for delivery within Japan. If you forward or take the product overseas, you are responsible for arranging additional packaging suitable for your chosen transport method.
- Use the original inner box and fitted cushioning materials in their correct positions
- Add a sturdy outer box for double-boxed protection
- Secure the product and inner box firmly so that they cannot move inside the packaging
- Check whether the carrier accepts the item, as well as tracking, compensation limits, shipping insurance, and customs requirements
A “Fragile” label alone does not guarantee safe transport. Please consult your forwarding service, carrier, or airline about packaging requirements.
Q Can I request a repair if the music box develops a fault after I take it overseas?
Repair may be possible. Do not disassemble or adjust the product. Contact us with your order number, product name, symptoms, when the issue began, the transport method used, and photos or videos showing the product’s condition.
We do not ship directly overseas or arrange overseas collection. Please arrange for a person or business in Japan to send and receive the product on your behalf.
You are responsible for inspection and repair costs, shipping costs in both directions within Japan and internationally, repacking costs, customs duties, import taxes, customs clearance fees, insurance, and other related expenses. We will confirm whether repair is possible and provide a cost estimate after inspecting the product.
We may be unable to accept repairs if you or a third party have disassembled or adjusted the product.
Accounts & Sign-In
11 questionsSign in to your account with the 6-digit verification code sent to your email. No password is needed. You can also place an order without signing in.
Q Do I need an account to place an order?
You can place an order without creating an account or signing in beforehand.
To use your account, sign in with the email address used for your order. You can view your order history and use saved addresses for future purchases.
Q How do I create an account or sign in?
- Open the account sign-in page.
- Enter your email address and follow the on-screen instructions.
- On the sign-in screen, enter the 6-digit verification code sent to the email address you provided.
You do not need to set a password or complete a separate registration form. If this is your first time using that email address, an account is created when you first sign in.
If you have ordered from us or registered before, please use the same email address as before.
Q Can I continue using my existing account?
Yes. Sign in with your previously registered email address. You do not need to register again.
Sign-in has changed from a password to a 6-digit verification code sent by email. You can still view the order history and saved addresses linked to the same customer record in your account.
Signing in with a different email address may create a separate account. If your order history does not appear, check which email address you used when ordering.
Q Can I use my old password? Do I need to reset it if I have forgotten it?
Our customer accounts now use password-free sign-in. You no longer need to enter or reset your old password.
Enter your email address on the sign-in screen, then sign in with the 6-digit verification code sent to you.
Q I cannot sign in.
Check your email address for typing errors and read any error message shown on screen. Sign in with the 6-digit verification code sent by email, rather than your old password.
See the relevant question below for help with your situation.
- I have not received my sign-in verification code.
- I cannot sign in even after entering the verification code.
- I can no longer use my registered email address.
If the issue continues, contact us with the email address you are using and the error message displayed.
Q I have not received my sign-in verification code.
Please check the following:
- Your email address has no typing errors or extra spaces.
- The email has not been placed in your spam, promotions or other folders.
- Your email settings or mobile carrier are not blocking incoming messages.
- Your mailbox is not full.
The email may take a little time to arrive. Wait briefly and check again. If it still has not arrived, try resending the verification code from the sign-in screen.
If the issue continues, contact us with the email address you used to sign in. If you have another address where you can receive a reply, please include it as well.
Q I cannot sign in even after entering the verification code.
Enter the 6-digit code sent for your current sign-in attempt, checking carefully for typing errors.
If some time has passed since the code arrived or an error appears, request another code from the sign-in screen and try the new code.
If the issue continues, contact us with the email address you are using and the error message displayed.
Q My previous orders do not appear in my account.
Check that you are signed in with the email address used for your order. Using a different email address may prevent your earlier orders from appearing.
You can also check your order status using the information in your order confirmation or shipping notification email.
If you cannot find your order history even with the same email address, contact us with your order number, the name on the order and your email address.
Q Can I change my name, email address or address?
Sign in to your account and open Profile to update your name, email address and saved addresses. If you change your email address, follow the on-screen verification steps.
Changing a saved address does not change the delivery address for an order already placed. To change an existing order's delivery address, contact us with your order number.
Q I can no longer use my registered email address.
If you cannot receive the verification code and sign in, contact us using the inquiry form. Include your previous email address, name and order number if known, along with an email address where you can currently receive messages.
After verifying your identity, we will explain how we can help.
Entering a different email address on the sign-in screen does not change the email address of your existing account.
Q How do I close my account?
To close your account or request deletion of your registered information, contact us using the inquiry form and include your registered email address. After verifying your identity, we will explain the next steps.
If you only want to stop receiving our newsletter, use the Unsubscribe link at the bottom of a newsletter email.
Even after your account information has been deleted, signing in again with the same email address will create a new account.
Newsletter
2 questionsInformation on our newsletter, featuring new products and special offers.
Q How do I subscribe to the newsletter?
Use the newsletter signup form at the bottom of the homepage, or select “Email me with news and offers” when placing an order.
Q How do I unsubscribe from the newsletter?
Select “Unsubscribe” at the bottom of a newsletter. If you continue to receive newsletters after unsubscribing, please contact us with the email address receiving them.
Contact Us
2 questionsPlease contact us if these FAQs do not answer your question or if you need help with the English pages.
Q What should I do if the FAQs do not answer my question?
Please use our contact form. If you have already placed an order, include your order number. For damage, faults, or malfunctions, photos or videos showing the product’s condition will help us assess the issue.
Q Do the English pages contain the same information as the Japanese pages?
Our English pages are translated from the Japanese pages to make our store easier to use for customers overseas.
We aim for accurate translations, but differences in wording, interpretation, or the timing of updates may result in differences between the Japanese and English pages.
Some fields, buttons, messages, and other content displayed by Shopify features or third-party apps may also appear in Japanese on the English pages, depending on translation support and system specifications.