Shipping prices & policy
"From Japan to Your Home"
Before we get into specifics, let's be clear about our shipping philosophy:
Our goal is to offer you the best shipping options, no matter where you live.
Every month, we deliver to hundreds of customers across the world, ensuring that we provide the very highest levels of responsiveness to you at all times.
There are 2 different available shipping methods:
Express Shipping (DHL / FedEx / EMS): The fastest delivery (but the most expensive), usually within 4 to 6 days to Europe, North America, and Australia. Your parcel is insured up to 20,000 yen in case of loss or damage.
AIRMAIL Eco: Delivery will also take about 14 to 21 days to Europe, North America, and Australia, and parcels have a tracking number.
II. DELIVERY ISSUES
Whatever you do, please send us an email first with your order number!
We believe that good service and happy customers are of utmost importance for a successful business. We will always be here to listen to every complaint and try to find the best solutions for all. Please contact us if you have any questions or complaints, and we will do our best to satisfy you. Below are the different policies we usually apply in case of various problems. Any reclamation done after 3 months will not be considered. Please send an e-mail including your order number here.
Retention: If your package is in "Retention," it normally means that it is being held at the local post office and waiting to be picked up. Please contact your local postal service to arrange for picking up or redelivering the package to your address.
Delay: For AIR shipment, we’ll wait 40 days before worrying about your parcel. First, go to your Post Office and ask if a parcel is not waiting for you. If you still haven’t received it, please contact us after the 40 days. Don't forget that after 3 months, your case is closed. For SAL Kakitome, Airmail Kakitome, and EMS shipments, please use the online tracking service to track your order. If you have lost your tracking number, please send us an email to request it again.
Damage: If a product has been broken or damaged during delivery, please e-mail us as soon as possible after receiving it and include pictures of your damaged item. We will respond quickly.
Mistake: We are terribly sorry, please accept our sincere apologies. Contact us immediately.
Parcel Returned Back to Us: If your parcel has been returned back to us, we'll contact you to reship it. Depending on the reason (unknown or mistaken address, unclaimed parcel), the re-shipping cost may lie with you or with us.
III. TAXES & CUSTOM FEES
Import duties and tariffs are not included in the price of your product. These supplementary costs are the customer’s responsibility.
Customs duty and other taxes may be charged when a shipment reaches your country. If applicable, please pay those costs directly to the delivery agents or the customs office. Policies on those taxes vary in each country. Please contact the customs office at your country for more details.
You understand that when you purchase from us, you are importing goods from Japan, and as such, certain import duties or tariffs may be charged by your local customs agency. The amount charged will depend on the total price and type of products in your order. Since the rate of duty differs from country to country, we must ask the customer to find out if and how much duty you will be required to pay. This information is usually freely available on customs agency websites.
Be aware that we will have to display the full value of your purchase on the customs label with no exception.
IV. Return & Refund Policy
If you are not entirely satisfied with your purchase, we're here to help.
Warrantly: If your machine is not working, we provide a 15-day warranty for the replacement of parts or the machine itself. Please note that if you have used a non-compliant electrical adapter, we do not provide any coverage in this case.
Returns: You have 15 calendar days to return an item from the date you received it. To be eligible for a return, your item must be unused and in the same condition that you received it. Your item must be in the original packaging. Your item needs to have the receipt or proof of purchase.
Refunds: Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you about the status of your refund after inspecting the item. If your return is approved, we will initiate a refund to your credit card (or original method of payment). You will receive the credit within a certain amount of days, depending on your card issuer's policies.
Shipping: You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are nonrefundable.
If you have sent us an email and you’re expecting a reply, make sure to check your spam mailbox. Sometimes our emails can be misplaced by your mail provider and wrongly put in the spam box.