Frequently Asked Questions (FAQ)
Support & Frequently Asked Questions
Frequently Asked Questions
Here you will find answers to frequently asked questions about using the Orgel Gallery. Please check here if you have any questions about ordering and shipping, products, demos, payments, warranty and repairs.
About Membership Registration
You can place an order without registering as a member. Registering will make your future purchases smoother.
QDo I need to register as a member to place an order?
You can place an order without registering as a member. If you register as a member, you can check your order history from My Page, and for future purchases, you can skip entering your address and other information, making it smoother to use.
QHow do I register as a member?
- Select the login icon in the upper right corner of the top page.
- Select "Register here."
- Enter your name, email address, and password to complete registration.
QI cannot register as a member.
Please check the error message displayed on the screen. If it says "This email address is already associated with an account," you have already registered with the same email address.
If you have forgotten your password, please try resetting it from the login screen.
QHow can I withdraw my membership?
We will handle the withdrawal process. Please contact us via the inquiry form at the bottom of the site, including your registered email address.
About Orders & Shipping
Information on product delivery times, order confirmation, shipping addresses, and gift wrapping.
QWhen will my product arrive?
Delivery times vary depending on the product. The number of days until delivery changes depending on the music box model, number of combs, song, and customization details such as engraving.
QCan I check the status of my order?
Please have your order number and the email address used for the order ready. You can check your order and shipping status from the instructions in your order confirmation email or shipping notification email.
QDo I order the song and case separately?
No. You can choose the song and case on the same product page. After selecting a song, please choose a design and material from the list of cases displayed on the same page.
QCan I cancel an order after placing it?
As a general rule, we do not accept cancellations after an order has been confirmed. However, we may be able to accommodate cancellations before production or shipping preparations have begun. Please contact us as soon as possible with your order number.
QI haven't received my order confirmation email.
Please check your spam folder or ensure that you do not have any spam filtering settings enabled.
Order confirmation emails are sent from "store+40563015844@shopifyemail.com."
QCan I view the actual product before purchasing?
You can view music boxes at our physical store, "Nidec Orgel Museum Suwanone." Please note that the products handled by the online shop and the physical store may differ, so we recommend checking if the product you are interested in is on display before visiting.
Address: 5805 Shimosuwa-machi, Suwa-gun, Nagano 393-8503, Japan
TEL: 0266-26-7300
QCan I use the delivery service's office pickup?
You can use Yamato Transport's office pickup service. Please enter the desired office name and office code in the delivery address field when placing your order.
You may be required to show identification, your seal (hanko), and the tracking number when picking up your package.
QCan I ship directly overseas?
Direct shipping of products from our store is limited to within Japan. Customers wishing to purchase from overseas can place an order through the proxy purchasing service "Buyee" for eligible products.
QIs gift wrapping available?
Gift wrapping is available for eligible products at an additional cost. Please select wrapping from the options on each product page. Products for which the selection menu is not displayed are not eligible for wrapping.
QIf the purchaser and recipient are different, what will the shipping label say?
The purchaser's name, address, and phone number will be listed as the sender's information on the shipping label. Even if shipping directly to the recipient, documents showing prices will not be included with the product.
QCan I purchase just the movement?
We do not sell movements (the mechanical part) separately. We sell them as finished products combining the song and case.
QCan school songs or kindergarten songs be made into music boxes?
Custom music boxes for schools can be arranged at the custom music box counter within our physical store, "Nidec Orgel Museum Suwanone." We will guide you through the arrangement, production specifications, quantity, and other details.
Email: suwanone-custom@nidec-instruments.com
Warranty for Taking Overseas
Information on situations where customers decide to take products received in Japan overseas by their own discretion and arrangement.
QWill the product still be covered by the free warranty after being taken overseas?
As a general rule, the product will not be covered by the free warranty after being taken overseas.
If a product is forwarded or taken overseas by the customer's own judgment and arrangement after its delivery in Japan, we cannot verify the subsequent shipping route, re-packaging condition, presence of impacts, or storage environment.
Therefore, damage, malfunction, or operational defects found after being taken overseas will not be eligible for returns/exchanges as initial defects or accidents during delivery arranged by us, nor for free repairs. Inspections and repairs will generally be charged.
QWhat should I do if damage or a malfunction is found in Japan?
Please do not move the product overseas and contact us within 7 days of arrival, including your order number and photos/videos showing the condition of the product.
We will check the product and delivery status and determine the appropriate action based on our return and warranty policy.
QDoes this also apply if I receive it at a hotel or take it as carry-on luggage?
Yes. The following cases are also included in taking products overseas by your own judgment and arrangement:
- Using a domestic forwarding service to ship overseas.
- Having a hotel, family member, or friend receive it domestically and send it overseas.
- Receiving it domestically during travel and taking it as carry-on or checked luggage.
Please also check the carry-on conditions for each airline and the handling conditions for precision/high-value items in advance.
QWhat kind of packaging is required for international shipping?
Our standard packaging is designed for domestic shipping within Japan. If you are forwarding or taking the product overseas, please arrange for additional packaging suitable for your chosen shipping method at your own responsibility.
- Use the original inner box and dedicated cushioning material in the correct positions.
- Add a sturdy outer box for double packaging.
- Securely fix the product and inner box so they do not move inside the box.
- Confirm handling eligibility, tracking, compensation limits, shipping insurance, and customs clearance conditions.
Simply marking "fragile" does not guarantee safety during transit. Please consult the forwarding service, shipping company, or airline regarding packaging requirements.
QIf it breaks after I take it overseas, can I request a repair?
It may be possible to repair it. Please do not disassemble or adjust it, and contact us with your order number, product name, symptoms, date of occurrence, shipping method, and photos/videos showing the condition of the product.
Since we do not offer direct international shipping or collection from overseas, please arrange for a person or business that can send and receive the product in Japan.
Inspection and repair costs, round-trip shipping costs for domestic and international transport, re-packaging costs, customs duties, import taxes, customs clearance fees, and insurance premiums will be borne by the customer. The feasibility and cost of repair will be provided after inspection of the actual product.
Repairs may not be possible if the product has been disassembled or adjusted by the customer or a third party.
About Products
Information on comb count, playing time, case material, and characteristics of Orpheus music boxes.
QWhat is ORPHEUS?
Orpheus is a series of high-end music boxes with 30 or more combs (excluding some products) manufactured by Nidec Instruments Corporation. You can enjoy highly musical performances that utilize a wide range, rich harmony, and long playing time.
QWhat do "comb" or "N" mean?
It represents the number of metal teeth that produce the sound. Generally, the more combs there are, the wider the range of sound, making it easier to express rich harmonies and complex arrangements.
QHow does the sound change with 18, 30, 50, and 72 note music boxes?
- 18 notes: Simple, charming, and familiar tone.
- 30 notes: Wider range, allowing for rich performances with accompaniment and harmonies.
- 50 & 72 notes: Utilizes a wide range from bass to treble, enabling authentic arrangements with depth and richness.
QHow long is one phrase of playing time?
- 18-note cylinder: Approximately 12-15 seconds
- 23-note/30-note cylinder: Approximately 25-30 seconds
- 50-note/72-note/100-note cylinder: Approximately 30-45 seconds (per cylinder rotation)
This may vary slightly depending on the song, spring winding, and individual product differences.
QWhat is the total playing time for Orpheus music boxes?
When the mainspring is fully wound, a 30-note music box plays for approximately 4 minutes or more, and a 50-note or 72-note music box plays for approximately 5 minutes or more.
Playing time may vary slightly depending on the song and individual product differences.
QWhat is the difference between a cylinder music box and a disc music box?
Cylinder Music Box: Plays as a cylindrical cylinder rotates. The recorded songs are generally not interchangeable.
Disc Music Box: You can enjoy multiple songs by changing disc-shaped metal discs.
QWhy do some songs have multiple versions like A, B, and C?
Even for the same song, we may offer multiple arrangements that differ in melody, accompaniment, start of the song, and structure. Please listen to the demo on each product page and choose your preferred arrangement.
QDoes the wood of the case change the sound?
The tendency of the sound to resonate varies depending on the wood and case shape. Mahogany tends to have clear contours and volume, walnut offers a natural balance, maple provides a crisp attack, and MDF tends to produce a softer resonance.
Since how sound is perceived varies from person to person, please consider this a general guideline.
QI hear "squeaking" or "creaking" during playback. Is it broken?
In most cases, these are structural sounds of the music box caused by the resonance of the combs or the movement of rotating parts. This tendency is particularly noticeable in small 18-note and 23-note music boxes.
If the sound differs significantly from before, or if playback does not continue normally, please contact us.
QWill products made of natural wood arrive with the same color and grain as the photos?
Products made from natural wood will have individual differences in color shades and grain patterns, even with the same type of wood. Please enjoy the unique texture of natural materials.
QIs there individual variation in playing speed and total playing time?
Yes. Music boxes are analog mechanisms powered by springs, so there may be slight differences in tempo and total playing time depending on how wound the spring is and the adjustment status. Please consider the playing times on the site as a guideline.
About Listening to Demos
Information about the demo audio on product pages and the actual sound of music boxes.
QAre the demo audio files the same tone and tempo as the actual product?
The demo audio is an electronic sound for checking the song structure and arrangement, and it differs from the actual music box tone. Also, the actual products may have slight variations in playing tempo between individual units.
QWhy do some demo players have 2 or 3 lines?
50-note, 72-note, and 100-note music boxes may have specifications to play multiple songs with one unit, or to play one song divided into multiple parts. The demo data plays sequentially from top to bottom.
About Payments & Receipts
Information on payment methods, invoices, delivery statements, receipts, and estimates.
QWhat payment methods are available?
You can choose from credit card, convenience store payment, PayPay, Merpay, au PAY, or bank transfer. Available methods will also be displayed on the payment screen during checkout.
QCan I get an invoice/delivery statement that supports the invoice system?
Yes. Our store supports the invoice system.
- Invoice: Can be downloaded from the link in the order completion email.
- Delivery Statement: Can be downloaded from the link in the shipping notification email.
QAre invoices and delivery statements included with the product?
As a general rule, paper copies are not included to promote environmental protection and paperless operations. Please download them from the links provided in your order completion email or shipping notification email.
QCan I get a receipt?
We can issue a receipt only if you paid by bank transfer. If you wish to receive one, please contact us with your order number and the name you want on the receipt.
QCan I get an estimate before placing an order?
Yes, you can. Please provide the desired product name/quantity, delivery address, and desired recipient name.
Issuing an estimate does not guarantee inventory. A formal order is confirmed when the order is completed in our store's cart.
About Aftercare
Information on initial defects, warranty, repairs, and maintenance.
QThe product I received is damaged.
In the unlikely event of an initial defect, incorrect delivery, or damage during domestic shipping arranged by us, please contact us within 7 days of product arrival.
It will help us with our investigation if you have your order number, photos/videos showing the product's condition, and photos of the outer box ready. Please keep the outer box, inner box, and cushioning materials until the investigation is complete.
QIs there a warranty for the product?
Eligible products purchased from our store come with a product-specific warranty. For Orpheus products, if a malfunction occurs during normal use according to the instruction manual, we will respond based on the warranty regulations within one year of purchase.
Malfunctions caused by drops, impacts, water damage, incorrect usage, disassembly/modification by the customer or a third party, re-shipping from the domestic address where we delivered, or international transport may not be covered by the free warranty.
QCan I still get it repaired after the warranty period has expired?
Repairs may be possible for a fee. Please contact us with the product name, order number, symptoms, date of occurrence, and photos/videos showing the condition. The feasibility and cost of the repair will be provided after inspection of the actual product.
QCan I disassemble or adjust it myself?
Please refrain from disassembling or adjusting the product, as this may lead to damage to internal mechanisms or loss of parts. Do not remove screws, touch the movement, or bend parts; please consult us with the product in its original state.
QHow do I care for my music box to make it last longer?
Please use the music box on a stable, flat surface, away from direct sunlight, high temperatures and humidity, sudden temperature changes, and water. Gently wipe the surface of the case with a soft, dry cloth.
Even when storing it for a long time, we recommend playing it occasionally to keep the mechanism moving.
About Our Newsletter
Information about our newsletter, which delivers new product and campaign updates.
QHow do I subscribe to the newsletter?
Contact Us
If your issue is not resolved by the FAQs, please contact our store.
QWhat should I do if my issue isn't resolved by the FAQs?
If you have already placed an order, please include your order number and contact us using the inquiry form. For damage, malfunction, or operational defects, attaching photos or videos that show the condition of the product will help us confirm the issue more smoothly.