Q: What payment methods do you accept?
A: Available through our partner PayPal, if applicable in your country of residence. Please check PayPal's guidance for more information. We also accept wire transfer to our American bank account.
Q: Is the shipping cost shipped to anywhere in the world all the same?
A: The shipping costs vary by country and area. We send our products by DHL when from the USA, and by EMS (Express Mail Service by the Japanese post office) when from Japan. In very rare instances, however, it may not be possible to deliver to certain countries using these shipping methods. In that case, if the shipping cost is higher than usual, we may charge the difference.
Q: Where will my purchase be sent from?
A: Our products are sent from Guam (USA) or Japan.
Q: When will the ordered item be shipped? How long does the shipment take?
A: We usually ship the item within 3-5 working days after the payment is received. The parcel will then be in transit for 2-4 working days, so altogether please calculate about 7-10 working days. Also please keep in mind that it may take some additional day(s) at customs (which unfortunately we cannot know or influence) and there might be some delay in case of holidays or due to a sudden shortness in stock.
After your item is shipped off, we immediately send you the shipment tracking number by email so you can keep track of your parcel's location. However, please track your parcel yourself and make sure you know when it arrives. We will keep you informed if there are any major delays and are always there for you by email or phone. We shall pursue customer satisfaction.
Q: Is it possible to get the product delivered on a certain day of a certain month?
A: We understand your wish for situations like birthdays, Christmas and so on, and will try our very best to get it there in time. Unfortunately, we are not able to guarantee the delivery date because there are too many external factors that we cannot control (e.g. busy times for delivery services, such as Christmas). Please place your order early enough when you want to have the item before a specific date.
Q: Is it possible to fix the time of delivery (e.g. a.m. or p.m.)?
A: Unfortunately, you cannot specify the time.
Q: Can the shipping address be changed?
A: This will become complicated, so please carefully fill out the registration for the shipping address at the start of the transaction. Once the item has been shipped, there's no way to change it from our side.
Q: I placed an order, but received no confirmation mail. Did the order work?
A: You should receive an order confirmation mail. If you did not, please first check your spam mail. If you still cannot find it at all, please contact us either by email or phone and we will check if everything was processed correctly. If there is a problem, we will solve it.
Q: My parcel was returned to the sender. Can I get it resent?
A: Yes, it is possible to resend your parcel if your local post office sends it back to us. Please understand that you are responsible for tracking the parcel using the information we send you in the shipping confirmation email. In case the parcel is returned to us after the parcel's retention period expired at your local post office, we have to charge you again for shipping to resend your parcel.
Q: Are the instructions/manual in English?
A: Some items have English instructions, but some do not. Please check the product description. Most items are pretty straightforward to use even without a manual, but a few may require Japanese language ability. Our staffs are also happy to help with questions about how to use an item.
Q: Can you declare the amount on the invoice lower so that I can save tax when importing?
A: Unfortunately we cannot lower the amount or declare items as gifts. Since we are a company we need to truthfully declare our turnover and therefore cannot send a fake invoice. Also, it will not help if we do not include the invoice, because in that case your customs will define the value by their own research and it might be much higher than it would have actually been. Thank you for your understanding.
Q: How can I contact you by email?
A:Please either use our contact form or email us directly to the email address provided in the order confirmation. In either case please make sure that you use the same email as you registered in the shop or for your order. Please also include your order number if your inquiry concerns a current or past order.
Q: How can I return a product or replace a defective product?
A: Please first look at our terms and conditions to understand for which case you qualify. Then please contact us and include your registered email address and order number. Please describe exactly the reason for returning the product or what is defective, and include as much information as possible. Also please be sure to inform us about the condition of the item (unopened in original and undamaged package, damaged package, used item etc.).
Q: Do you ship to my country?
A: Yes, we ship worldwide.
Q: When are sold-out products available again?
A: We're sorry, but we can't say if or when certain products are available again. Please check back our site regularly.