I've used Zenmarket since 2022, at first for occasional pre-orders of special fandom goods. More recently I've been buying a lot from JP Mercari for many small collectables and fandom merch (in bulk for cheaper than retail but second-hand), as well as a few external site pre-orders. I've rarely had issues with anything in the past, parcels were packed with care, they provide a 1000yen extra reinforcement to parcels which I used recently and was very pleased with. In the past several months, their responses to issues in their message chat have been a bit slow, taking 1-3 days depending on the issue.
My only gripe was when I was when recently I was trying to place orders on 'lottery' goods. It seems Japan has two different main definitions of lottery goods, one which Zenmarket does not support, but what I was trying to buy a decent quantity of kind of like blind box/mystery goods based on a bunch of different possible items. It took a lot of back and forth and multiple attempts to place a pre-order, which were cancelled a few times, before someone finally approved the purchase.
I haven't bought anything large or particularly fragile, so I can't speak on that. From personal experience and from other experiences I've seen recently online, support has been slower than usual, including item purchasing that isn't automated and needs to be checked by their staff. I've never been in a hurry to buy very limited time items, like sell out in an hour items, so I've never had bad timing issues.
Overall, I'm very pleased with Zenmarket as a simple merch collector. Shipping cost are fair with ECMS (except for miserable US tariffs that I know they can't control, but they do offer pre-paying for them which makes it much easier, and they do give a breakdown of each item's tariff rate), and I would recommend Zenmarket for buying new and second-hand goods.
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