Payment & Shipping

Payment

What payment methods do you accept?

We accept most major credit cards.

How do I know if my order was processed?

A confirmation e-mail will be sent to you once your order has been processed at checkout.

Shipping

When do you ship orders?

If your items are in stock, your order will be shipped between Monday-Friday within 2-3 business days after placing your order. Orders placed from Friday-Sunday will ship the following week.

If an item is ‘made to order’ it may take up to 10 business days before it is shipped. If your order contains both made to order and non-made to order items, we’ll send your shipment once the made to order items are ready. Or, you can order them separately if you’d like your ‘in stock’ items sooner.

How do I know if my order has been shipped?

You will receive an e-mail with a tracking number once your shipment has been sent.

Is my shipment tracked and insured?

Each shipment has a tracking number and the item(s) purchased are insured by Yamato Transport only if they fail (by their fault) to deliver.

How long does it take to receive my order?

Average shipping times:
DOMESTIC SHIPPING (within Japan)
Orders will be shipped free of charge within Japan using Yamato Transport. We estimate about 1 week for delivery within Japan from the moment you place your order.
International (outside Japan) – Due to Covid-19 international shipping from Japan is temporarily disabled. Please join our newsletter for updates on shipping options.

Please note we are not responsible for delays in shipping or delivery due to force of nature or other uncontrollable events.

I need it quick! Can you expedite my order?

Please send us an e-mail to inquire about delivery times and costs for getting your shipment sooner.

What are my shipping options?

DOMESTIC SHIPPING (within Japan)
Orders will be shipped free of charge within Japan using Yamato Transport.

We estimate about 1 week for delivery within Japan from the moment you place your order.

INTERNATIONAL SHIPPING (outside Japan)
Due to Covid-19 international shipping from Japan is temporarily disabled. Please join our newsletter for updates on shipping options.

How are customs duties and import taxes calculated?

Duties and import taxes are determined by the customs agency within the destination country. Although charges are not always incurred, assessment of duties and taxes will be based on the value of the order and the tax-free threshold, if it exists, for goods imported into the destination country.

What if my shipment is held in customs?

In this case we suggest customers contact their local customs bureau with inquiries or to see if your package is being held locally. We are unable to control or predict the time of delivery for packages held in customs.

If a package is denied entry by customs and returned to us we will refund the cost of the item, but shipping charges, customs fees and any cost associated with the return of the shipment are not refundable.

My order didn’t arrive, what should I do?

If your package is lost in transit we will do our best to assist you. Please note that once proof of delivery is generated we cannot be held responsible if your package was not received by you. Please make sure your shipping address is secure as we cannot be held responsible in the case that your shipment was lost or stolen.

For more Questions and Answers, please refer to our FAQ page.