Shopping Guide

Changes to customer and shipping information

The "Customer Information" and "Shipping Information" entered when placing an order can be changed at any time before the order is shipped.

Changeable items

• Name
• email address
• post code
• Address
• telephone number

How to change your registered address

• Go to My Account .
• The currently registered address will be displayed.
• Click "Edit" for the address information you want to change, then edit the details and click the " Save " button.

How to change your shipping address after your order has been placed

We cannot accept changes to the shipping address after an order has been placed.
For forwarding, please contact the delivery company directly.

How to change your email address

• Go to My Account .
• Click " Change Email Address " to the right of " Registered Email Address ."
• Enter your new email address and click the " Change " button.
• When you see the message "Profile updated successfully," the change is complete.

*After changing your email address, notifications regarding orders from our store will be sent to your new email address immediately. Please note that we will not resend emails that have already been sent to your previous email address.
*For some services, such as customer support, information may be sent to your previous email address.

Change of delivery method (shipping method)

Currently, Yamato Transport is the only shipping method available, and we cannot accept changes after an order has been placed.

Change payment method

The payment method you specified when placing an order cannot be changed after the order has been submitted. If you need to change the payment method for your order for any reason, please follow the steps below.

If you see a cancel button in your order history

• Please refer to " Order Cancellation " to cancel your order.
• Access your order page from your order history page .
• Add the item to your cart and re-order using your preferred payment method.

*If the "Cancel" button does not appear on your order history page, or if you cannot press the "Cancel order" button, please follow the steps below under "If the Cancel button does not appear in your order history."

If you don't see the cancel button in your order history

• Please contact our store to change your payment method.
• Please follow the instructions from our store to manage your account , or visit your order page and try placing your order again .
• Please contact us to let us know that your account has been successfully completed and that your reorder has been placed.
• We will then process your order changes or cancel your previous order .

*You cannot change the payment method using the above procedure for orders for which billing has been completed. If you need to change the payment method for an order for which billing has been completed, please contact our store customer support.

Changes to ordered items

Order items cannot be changed or added after the order has been submitted. If you need to change or add items to your order for any reason, please follow the steps below:

If you see a cancel button in your order history

• Please refer to " Order Cancellation " to cancel your order.
• Go to the product page you want.
• Add the item to your cart and re-order using your preferred payment method.

*If the "Cancel" button does not appear on your order history page, or if you cannot press the "Cancel order" button, please follow the steps below under "If the Cancel button does not appear in your order history."

If you don't see the cancel button in your order history

• Please contact our store to change or add items to your order.
• Follow the instructions from our store to access the product page you wish to change or add, and then place your order again .
• Please let us know when your reorder is complete .
• We will cancel your previous order at our store.

*Once the invoice process has been completed, you cannot change or add items to your order using the above procedure. If you need to change or add items to an order for which the invoice process has been completed, please contact our store customer support.

Change desired delivery date and time

Please note that we may not be able to change the desired delivery time you entered when placing your order after it has been placed, depending on the shipping situation. If you would like to make a change, please contact us via your order history.

*Currently, we are unable to accept requests for specific delivery dates and times.

Creating an account

If you wish to use features that require customer verification, including placing an order on our store, you will need to create an account using the following steps.

If you do not have an account, we will create one for you when you first place an order and store your information on our servers.

To create a new account, click the "Create a new account" button on the login screen.

• Follow the instructions and enter your name, phonetic reading, and email address .
  After creating your account, you will log in with the email address you entered here. Please double-check that the email address you entered is correct.
• Click the " Create an account " button to create an account.

When you create an account, an email with instructions on how to create an account will be sent to the email address you entered.

The next time you use our service or want to check your order details or status, you can log in to your account using the email address and password you entered when placing your order.

When logging in to your My Account, you can log in using the email address and password you used when registering your account. If you have forgotten your login password, click "Forgot your password?" on the login screen.

Why do I need an account?

In order to ensure the safe and secure delivery of overseas products, our store only offers services such as checking order status and product warranty to customers with an account. In addition, an account helps us process orders and respond to inquiries quickly and accurately.

You can use the following functions and services of our store through your My Account.

• You can skip entering your address, name, etc. the next time you order.
• Check the status of your order in real time
• You can cancel your order
• You can check your past order history
• You can set the shipping address
• You can request returns and after-sales support for your ordered items.

If you do not have an account, you will not be able to use the above functions and services.

Important points to note when creating an account

• If you enter an incorrect email address when placing an order or creating an account, you will not receive the email regarding account creation. If you do not receive the email within 30 minutes, please check your spam folder and then contact our store customer support.
• Please note that if you have created multiple accounts using different email addresses, you will not be able to combine these accounts into one account.

Logging in and out

Below are instructions on how to log in and out of your account, as well as the necessary security measures.

Log in

You will be asked to log in to your account when accessing pages that require customer verification. You will also need to log in when checking or changing your account information or confirming your order details.

To log in to your account, click " Login/Sign In " in the header menu and enter your email address and password.

If you can't log in

If you are unable to log in, please check the following:

• Incorrect email address : All email addresses must be entered using alphanumeric characters. Please make sure you have entered the correct email address. We recommend manually re-entering your email address, especially if you are using the auto-fill function on your computer or smartphone.
• Incorrect password : If your email address is correct, your password may be incorrect. Your password must be entered entirely in alphanumeric characters. If you can't remember your password, click "Forgot your password?" to reset it.

*If you are unable to log in (or are returned to the login page) even though you have entered your email address and password correctly, there may be a problem with your device. In this case, please use the support of your device or browser to delete "website information (especially cookie information)" and then log in again.

Logout

If there is a possibility that someone else may be using the same computer, such as a computer in a public facility, be sure to log out. To log out, click " Logout " in the " Hello, [Customer Name] " drop-down menu at the top right of the page.

When you log out, your name will no longer appear in the header menu and your shopping cart information will be deleted from your browser. Please sign in again to view your shopping cart or use your account.

Reset Password

If you have forgotten the password required to log in to your account, or if you wish to change your password, you can reset it by following the steps below.

Forgot your password?

Please follow the steps below:

• On the login page , click Forgot your password?
• Follow the instructions and enter the email address you used to register your account (when placing your order).
• Press the " Restore " button.
• An email with the subject " Reset your account password " will be sent to the email address associated with your account.
  If you do not receive the email, it may be because you entered the wrong email address or it is registered under a different email address. Please make sure you entered the email address correctly and try again with another email address you know.
• Please click the " Reset Password " button in the email.
• A password reset page will open. Follow the instructions on the page to set a new password and press the " Reset " button.
• This completes the password reset.
  From now on, please log in with your new password.

Important points to note when resetting your password

If you're having trouble resetting your password, here are some things you can do:

• If you don't receive the password reset confirmation email:
  First, please check whether the email in question has been mistakenly sorted into your spam or trash folder. If you have not received the email, it may be that your environment is not allowing you to receive emails. In this case, please refer to Shopping Guide > Email Sending Problems and Non-Delivery > I am not receiving emails from our store and take the necessary steps.
• If you are unable to check your email or log in to your account:
  If you are unable to reset your password using any of the above procedures due to your environment or other circumstances, please contact our store customer support using the email address you provided when you registered your account (when placing your order).

Deleting an account

To delete your account, please follow the steps below:

Delete your account

Before you can delete your account, there are a few things you need to check.

For more information, please contact our store via Contact Customer Support .

Important points to note when deleting your account

After deleting your customer account, you will no longer be able to view your past inquiry or order history, and all information associated with your account, including your address and Fumoffu point balance, will be deleted. In addition, you will be required to enter your customer information when using our store again.

Once your account is deleted, it cannot be restored. If you have a product with valid warranty or support, the warranty or support may also be invalidated when your account is deleted. Please contact our store for more information.

Please note that data not associated with your account (such as survey results and other services you use without logging in to your account) will be stored for a certain period of time even after your account is deleted.

Manufacturer/Supplier and Details

Our store mainly handles overseas products that are in stock with manufacturers and suppliers. In order to deliver overseas products safely and securely, we are taking the following measures.

About the location of manufacturers and suppliers

Our store specializes in imports, delivering overseas products safely and securely. All products marked "In stock with overseas manufacturers/suppliers" on the product page are in stock overseas, outside of Japan.

The majority of manufacturers and suppliers have bases overseas (in countries such as the United States, Europe, and China).
All overseas products are manually inspected upon arrival from the manufacturer/supplier before shipping. Regardless of the manufacturer/supplier's location, all orders will be delivered from our store in Japan (Tokyo or Kanagawa prefecture).

Please note that products labeled "Sold in Japan" or "Official Japanese Domestic Product" are from manufacturers and suppliers in Japan. In addition, products marked as "Available for immediate delivery" are products that are in stock at our store.

For more information on overseas products, please also refer to the following topics.

• Regarding stock availability
• About the nature of overseas and imported products
• Prices, authenticity and warranty of overseas products

Regarding manufacturer and supplier inventory

In order to deliver overseas products safely and securely from all over the world, our store arranges for products to be delivered directly from manufacturers and suppliers in the United States, Europe, China, etc., so that we can deliver products that are as new as possible and at reasonable prices.

As a result, there may be a long wait for your ordered items to be delivered, and we appreciate your understanding.

For more information on inventory, please see the following topics:

• Regarding stock availability

Email sending issues and bounces

If you do not receive an email from our store or if you have problems replying, please refer to the items below and take the necessary steps.

I haven't received any emails from our store

Many customers have been unable to receive important messages from our store due to incorrect email addresses (such as spelling errors or incorrect order) when making inquiries or placing orders.

After you place an order or make an inquiry, we will automatically send you a copy of the order or inquiry details.
If you do not receive the automatically sent email after 2 or 3 hours, it may have been filtered out by a spam filter (see below) or your email address may be incorrect. Please double-check and contact us using the correct email address.

If you are not receiving emails regarding your order, please visit your My Account page and check that your registered email address is correct.

If you have an account with us , you can view your past orders on the Order History page .

If you are not receiving emails even though your registered email address is the same as the one you normally use, please check the following:

If you use a free email service such as Gmail or Hotmail, if you receive emails on your mobile phone, or if you use a spam protection service provided by your provider, emails from our store or PayPal payment emails may be judged as spam and sent to your spam folder or deleted.
In that case, please check your spam folder and add our store domain (@fumo-collection.com) or, if you paid with PayPal, the PayPal domain (@paypal.com) to your whitelist (exclusion list), then contact customer support . We will resend the emails.

To customers using docomo (@docomo.ne.jp) mobile phone addresses
If you are using a docomo mobile phone address (@docomo.ne.jp), please make the following settings and then request that the email be resent.
[PC email reception settings (recommended)]
Select "iMenu > Customer Support > Various Settings (Confirm/Change/Use) > Email Settings" → Select "Advanced Settings/Cancel" → Select "Receive/Reject Settings" → "Next" → Receive/reject emails from PCs and spoofed emails (Step 2/Scroll the screen) → Check "Receive (emails from PCs)" → Check "Do not reject (spoofed emails)" → "Next" → Settings complete.
Example of the settings screen: https://www.nttdocomo.co.jp/info/spam_mail/measure/domain/setting/index.html

To customers using au (@ezweb.ne.jp) mobile phone addresses
If you are using an au mobile phone address (@ezweb.ne.jp), please make the following settings and then request that the email be resent.
[Specified receiving list settings (optional)]
"Spam filter" settings → Advanced settings "Designated receiving list settings" → "Enable/Edit list (set)" → "Next" → Enter our store address at the end "@fumo-collection.com" → "Register" → "Register"
Example of the settings screen: http://www.au.kddi.com/support/mobile/trouble/forestalling/mail/anti-spam/filterter/function-11/
Spoofing restriction settings (recommended)
"Spam filter" settings → Advanced settings "Designated receiving list settings" → "※Click here if you want to set spoofing restrictions and receive automatically forwarded emails (Click here if you want to receive forwarded/spoofed emails)" → Enter our store address at the end "@fumo-collection.com" → "Register" → "Register"
Example of the settings screen: http://www.au.kddi.com/support/mobile/trouble/forestalling/mail/anti-spam/filterter/function-09/

Please check the links below for instructions on how to set up your mobile phone company's designated reception settings.

If the problem persists after trying the above solutions, please contact the customer support of your email service or try using a different email address.

The reply email to our store is returned with an error.

If you are replying to an email from our store, please reply as is without editing the reply email address or subject line. Alternatively, you can reply via customer support .

If you are unable to receive emails from our store, please visit your registered address information page and check that your registered email address is correct.

Solutions for each error
If the error message you received contains one of the following, please try the following solutions:

If you need it urgently, please contact customer support .

Issuance of qualified simplified invoices (invoice-compatible receipts)

If you would like to receive a qualified simplified invoice (invoice-compatible receipt), please contact customer support.

• If you make a purchase using Fumoffu points, coupons, or special codes, the price will be issued after deducting the discounted amount (final total payment amount).
• We will send you a PDF of the ticket and email you provided.
• The ticket will be issued under the name and address you registered when you placed your order.
• If you would like the card to be issued with a corporate name, name, or address that differs from the member information, please specify this when making an inquiry.
• Our Qualified Invoice Issuer Registration Number is T9011001097116.

Differences between personal imports and import agents

Our store strives every day to deliver overseas products safely and securely. Unlike other personal import, import agency, or purchasing agency services, our store offers comprehensive customer support and after-sales support.

Differences from personal imports

The main advantages and disadvantages of personal imports and using our store are as follows:

Benefits of personal imports

• You will need to make all the arrangements yourself, but you will be able to get the product at a lower price.

Disadvantages of personal imports

• There may be unexpected costs in addition to the product price and shipping fees, such as local taxes and shipping fees, fees and charges if using a forwarding agency, and customs duties and consumption tax upon arrival in Japan.
• If you encounter any problems such as damage, loss, defectiveness, or malfunction upon arrival, you will need to communicate with the store where you purchased the item or the manufacturer in English, and you may be required to return the item internationally.
• Some shops do not accept payments with credit cards issued in Japan.
• There is a risk of fraud or the leakage of purchase information (personal information, credit card information, etc.).

Benefits of our store

• All fees, international shipping charges, etc. will be borne by our store, so the total amount you will ultimately pay will be the amount displayed at the time of purchase (excluding "direct delivery items").
• In the event of an initial product defect, a defect or malfunction during the warranty period, our store will handle the transaction with the manufacturer on your behalf.
• Our store also provides after-sales support for purchased products in Japanese.
• Credit cards issued in Japan are also accepted.
• We use trusted payment processing companies (Paygent or PayPal) for credit card payments, so you can use the service safely and securely.
• Since it is operated by a Japanese corporation, communication can be done in Japanese.

Disadvantages of our store

• The product price includes costs such as product warranty and product support provided by our store, as well as various taxes and fees, so the price you pay may be higher than if you were importing the product personally.

The above advantages and disadvantages are general. Depending on the product and situation, each advantage may become a disadvantage, and vice versa. Also, some customers may not perceive each advantage or disadvantage as an advantage or disadvantage. Please feel free to contact customer support regarding the advantages and disadvantages you currently perceive with personal imports.

For more information on various services, please see the following topics:

• Product repair response
• Product usage and questions
• Prices, authenticity and warranty of overseas products

Differences from overseas mail order proxy services

Although the services we offer are similar, our store's priority is to deliver overseas products safely and securely, which makes us different from other overseas mail order services.

Our store's delivery times, arrangement methods, systems, routes, etc. are almost the same as those of overseas mail order proxy services (import proxy and purchasing proxy). However, in order to deliver overseas products safely and securely, we do not provide such proxy services.

The suppliers from which our store arranges products include retailers (authorized distributors and authorized dealers) that operate online shops in various countries, but we will not handle products requested by customers without first confirming their authenticity and whether they can be delivered safely and securely.Our store only handles products that we have determined can be delivered safely and securely to customers.

Furthermore, unlike other proxy services, our store also offers manufacturer product warranties and product support before and after purchase.

At our store, we strive every day to not only deliver overseas and imported products safely and securely, but also to ensure our customers are satisfied and satisfied. Please feel free to contact our customer support if you have any questions or problems with our current proxy services.

For more information on various services, please see the following topics:

• Product repair response
• Product usage and questions
• Prices, authenticity and warranty of overseas products

Types of payment methods

You can choose from the following payment methods:

• Credit card
• PayPal
• Cash on delivery
• Google Pay
• Smartphone payment (QR code)
• Rakuten Pay
• Pay later (Payday)
• Amazon Pay

Credit card (via Shopify Payments)

■Available card types:
VISA/Mastercard/American Express/JCB/Diners Club/Discover
Debit cards and au PAY prepaid cards can also be used in the same way as credit cards.

Number of payments:
Payment must be made in one lump sum. Installment payments and bonus payments are not available.

■Cardholder name:
As a general rule, we do not accept credit cards other than those in the name of the person placing the order.
We may ask you to verify your identity (by phone, by faxing your ID, etc.)
If any fraudulent use of credit card payments is discovered, we will submit all "IP address" and "access log" data monitored and collected at the time of ordering to the police.

■About the security code:
To prevent fraudulent use of your credit card, we ask that you enter a security code.
The security code is a three-digit number printed on the back of your Visa and Mastercard card, and a four-digit number printed on the front of your American Express card.

■Notes:

• If there is a payment error, we will contact you and ask you to place the order again using a different payment method. Also, if you are purchasing a high-value item, we may ask you to verify your identity.
• We will ship the product as soon as we have confirmed approval from the card issuer. If your card is not approved and payment is not accepted, please contact your credit card company directly.
• Regardless of the delivery time, payment will be processed as soon as your order is completed.
• Please note that for pre-ordered items, payment may be withdrawn before the item arrives.
• The date and time of withdrawal will vary depending on the closing date and contract details of your credit card company. For details, please contact your credit card company directly.

*For credit card payments, we use the payment processing service of Shopify Payments, a credit card payment agency.
To ensure safe payments, customer information is sent via Shopify Inc. using SSL (128-bit) encryption, and credit card information is not stored on our website but is strictly managed by Shopify Inc.

Paypal

You can easily pay by logging in to PayPal without entering your credit card information.
When using Paypal, your credit card information is managed by Paypal and will not be passed directly to our store, so please rest assured.

Official website: https://www.paypal.com/jp/webapps/mpp/personal

Google Pay

This is a system that allows you to make purchases using the address and payment information registered in your Google Pay account.
Please check the official Google Pay website for compatible cards and electronic money.

Official website: https://pay.google.com/intl/ja_jp/about/

Smartphone payment (QR code)

This is an electronic payment method that allows you to pay using a QR code on your smartphone or a dedicated app.
After placing your order, you will be redirected to the payment screen, where you can log in or scan the QR code to make the payment.

■Smartphone payments available:
PayPay, Merpay

■Payment method:
[If you are accessing via smartphone]
When you select a payment method on a smartphone with the relevant payment app installed, the payment procedure screen will automatically be displayed.

If you are accessing from a computer:
Once you select your payment method, a QR code will appear on the screen.
Scan the QR code with a smartphone that has the relevant payment app installed and complete the payment process.

*After completing payment, do not close the screen until the order completion screen appears.
*If payment is not completed within the payment time, your order will be canceled.

■Notes:

• Please check the balance on your smartphone payment app in advance.
• We use KOMOJU's payment processing service.
• After completing your payment, you will receive an email from "no-reply@komoju.com" at the email address you registered.
  *If you have set up email reception, please disable the filter for "@komoju.com" and set it up so that you can receive emails from "no-reply@komoju.com".
• On the "Payment Method" screen, select "Smartphone Payment (QR Code)."
• When you click the "Complete Order" button, you will be redirected to the [KOMOJU] screen.
• After selecting your preferred smartphone payment method, you will be redirected to a dedicated payment screen where you can complete the payment.
• It can be used on both PCs and smartphones.

*Payment will be processed as soon as your order is completed, regardless of the delivery date.

Rakuten Pay

You can make smooth payments using your usual Rakuten ID and password.
Earn and use Rakuten Points! Use Rakuten Pay, which is "easy," "secure," and "profitable."
*Rakuten Points can only be earned when paying with Rakuten Card, Rakuten Points, or Rakuten Cash.
For more information, please visit the Rakuten Pay website.

When placing an order, please pay on your Rakuten membership page. If payment is not completed, your order will be canceled.
When you use Rakuten Points/Coupons, the amount of Rakuten Points/Coupons will not be reflected in your "Order History" on your My Page or in the automatic emails sent by our company.
You can check this in the "Rakuten Pay Usage Confirmation Email" or "Rakuten Pay Usage History" sent by Rakuten.

■Notes:

• A Rakuten member ID is required to use this service.
  *When using this service, you will be redirected to the Rakuten website to complete the payment process.
• If you pay with Rakuten Pay, points will not be awarded if you pay via another company's website.
• If you use a credit card with Rakuten Pay, the card usage date will be the day after the product is shipped.
  *You may be asked to change your payment method depending on the expiration date of your credit card.
• Please check your Rakuten Points and coupon usage history on the Rakuten website.
• For details of each campaign, please contact Rakuten, Inc. or your credit card company.
• To prevent fraudulent use, full payment cannot be made using points.
• This cannot be used if the total amount of the items is less than 100 yen.
• For the maximum amount that can be used for payment, please check Rakuten Pay's FAQ.

Rakuten Pay (online payment) inquiry form: https://checkout.faq.rakuten.net/form/inquiry?l-id=pc_faq_200715_form-inquiry

Pay later (Payday)

Paidy is a payment service that can be used with just your mobile phone number (SMS) and email address, so even customers who don't have a credit card can shop.
Customers can pay their monthly usage amount in one lump sum through their Payday account by the 10th of the following month at a convenience store or by bank transfer.
You will receive an email and SMS from Paydy informing you of the invoice amount between the 1st and 3rd of the month following your order.
For more information, please check the Paidy page of the service provider.

■Payment method:

• After selecting "Pay Later" as your payment method, please press the "Complete Order" button.
• After entering your email address and mobile phone number, enter the verification code sent to you via SMS to complete the payment.
• You will receive an email and SMS from Paydy informing you of the invoice amount between the 1st and 3rd of the month following your order.

The following payment methods are available.

• Direct debit (free of charge)
• Convenience store payment (fee: 390 yen including tax)
• Bank transfer (fees vary depending on the financial institution)

*The payment deadline is the 10th for convenience store payments and bank transfers. For direct debit payments, the payment will be debited on the 12th*. However, for January and May payments, the payment may be debited on the 20th*.
*Depending on the payment method, a fee will be charged for each monthly payment (invoice). For convenience store payments, the fee is up to 390 yen (tax included), and for bank transfers, the customer will be responsible for the transfer fee. For direct debit payments, there is no payment fee.
*If the bank is closed on a bank holiday, the next business day

■Notes:

• Minors must obtain the consent of their legal guardian or other legal representative before using the service. Please note that users under the age of 18 are not permitted to use the service.
• To verify your identity, an SMS (short message) will be sent. Please make sure you have an environment where you can receive it.
• If there is a gap between the order and delivery, such as for pre-ordered items, payment may be required before the product arrives.
• If you accidentally delete the payment email, we will not be able to resend it, so please contact us via the Paidy inquiry form ( https://cs-support.paidy.com/support/tickets/new ).
• If you wish to pay in installments, please select this option in the Payday app after placing your order. You will need to verify your identity when using this option.

■If you cannot purchase with PayDee:
The message "Payment could not be processed due to technical reasons" is displayed when your payment does not pass Payday's credit check.

This could be due to:
- Your total purchase amount for the month exceeds a certain limit set by PayDy. - The PayDy screen is already open in a separate window. This is an error in PayDy's system, so please try another payment method or contact PayDy customer support.
Paidy help page: https://cs-support.paidy.com/support/home

Cash on delivery

Upon delivery, you will be asked to pay in cash in exchange for the product.
When paying by cash on delivery, a separate cash on delivery fee will be charged.
Carrier: Yamato Transport Fee: Flat rate of 330 yen Maximum order amount: 300,000 yen The fee is a flat rate regardless of the payment amount.

■Notes:

• Please note that the amount displayed at the time of order completion does not include any fees.
  We will send you another automated email with further information.
• If the item is not picked up within 7 days of delivery, it will be returned to the sender.
• Even if the sender and recipient are different, the recipient must pay the shipping fee.
• Please note that the total amount shown on receipts, order history, etc. does not include the COD fee.

Amazon Pay
*Amazon Pay is currently unavailable.

This is a payment method that allows you to pay with the credit card registered to your Amazon account or your Amazon gift card balance.
Your order will be completed easily and securely using the shipping and payment information registered to your Amazon account.
There are no additional costs or fees for using Amazon Pay.
Please rest assured that payment information (credit card number, etc.) registered in your Amazon account will not be shared with our store.

■How to use:
Tap the Amazon Pay button that appears on the checkout screen and log in to Amazon.
After logging in, select your registered delivery address and card information to complete the process.

■Notes:

• Even if your order has been completed using Amazon Pay, the payment has not yet been completed, so depending on the card information you have used, your order may be canceled.
  In that case, please check for expired or insufficient credit, etc., and then try again.
• Once an order has been placed, the shipping address and payment method cannot be changed.
• Please note that you cannot set "billing address/name" and "shipping address/name" separately.

For more information about Amazon Pay, please see the link below.
https://pay.amazon.co.jp/using-amazon-pay

<If any of the following applies, your order will be cancelled>

• If the information matches information used in a past fraudulent order
• If your billing address and credit card address do not match
• If the billing address and shipping address are different and either address cannot be confirmed

Fumoffu Points

"Fumoffu Points" are points exclusive to this store that can be used as a cash discount when ordering, with 1 point equaling 1 yen. Fumoffu Points are added in the following cases, and you can check your balance by clicking "Fumoffu Points" at the bottom left of the page.

How to earn Fumoffu points

When you purchase a product, you will receive Fumoffu points worth 1% of the price excluding tax .
*Some products, such as gift cards, are not eligible for points.
*Shipping fees are not eligible for Fumoffu points.
*Decimals will be rounded down.

How to use Fumoffu points

• Press "P" in the top right corner of the page before proceeding to checkout .
  
  *If you would like to use Fumoffu Points after proceeding to checkout, please go back to your browser and then use them.
• Enter the number of points you want to use for this purchase in the "Points to use" field and press the "Use" button.
  *You cannot enter a number of points that exceeds the number of points you currently have. If you enter a number of points that exceeds the purchase amount, the excess points will not be used.
• Proceed to checkout, confirm that the discount you entered in the "Order Discount" field has been reflected, and then confirm your purchase.

*Fumoffu points can only be used on this store.

Fumoffu Points expiration date

Fumoffu Points expire 180 days after they are earned. The expiration date is set for each point awarded, and they will no longer be usable at midnight on the day they expire.
*If a customer request is made to delete a customer account to which Fumoffu Points are associated, the Fumoffu Points associated with that account will immediately expire.

Precautions and disclaimers when using Fumoffu points

• Fumoffu Points cannot be exchanged for cash, points for other services, gift certificates, etc.
• If a refund occurs for a payment made with Fumoffu Points, the refund will be made in Fumoffu Points.
• Exchanges for Fumoffu Points from each service cannot be canceled (refunded).
• If Fumoffu Points are obtained or used fraudulently, regardless of the reason, the entire balance of Fumoffu Points will be invalidated. If any damages are incurred by our store, you will be required to pay the amount using another payment method.
• The store will not be held responsible for any mistaken use or exchange of Fumoffu Points by customers. However, if the transaction can be canceled, we will refund the purchase price in Fumoffu Points.
• Fumoffu Points are tied to one specific account. Fumoffu Points cannot be transferred to other accounts held by the same customer. Furthermore, Fumoffu Points held in multiple accounts cannot be combined into one account. Please keep your account login information safe, just like cash. If your account is deleted, your Fumoffu Points will become invalid. Once invalid, Fumoffu Points cannot be restored. However, if the Fumoffu Points balance before account deletion can be confirmed in our store, we will refund you in Fumoffu Points.

Use a coupon code

Coupon codes and gift cards are provided as codes consisting of alphanumeric characters. Details of coupon codes and how to use each code are as follows.

Coupon Types

The main types of coupons available are as follows:

• Coupons that are only valid for a specific period of time (e.g., limited-time sales)
• Coupons that can be used when certain conditions are met (e.g., repeat customer discounts)
• Coupons that can be used unconditionally on all products (e.g. Fumoffu coupons)

There are two types of discounts available using coupons:

• A coupon that applies a fixed amount of discount (e.g., 500 yen off)
• Coupons that apply a certain percentage discount (e.g., 5% off)

Note:

• For coupons that apply a fixed discount amount, the coupon balance cannot be carried over to future purchases after application (e.g., when using a 500 yen discount coupon on a 300 yen product).
• If you have a coupon that applies a fixed discount amount, you may be required to specify a payment method depending on the contents of your order, even if the total amount of your order is 0 yen after the coupon is applied.

Use coupon codes and gift cards when ordering

Coupon codes and gift cards can be used by entering them in the coupon code or gift card entry field before submitting your order, in the shopping cart, or at checkout.

How to use coupon codes and gift cards:

• Click the "Checkout" button on the cart page or cart drawer to proceed to the checkout screen.
• Enter the code in the coupon code or gift card entry field using half-width alphanumeric characters. Please make sure to enter the coupon code correctly.
  
• Press the "Apply" button.
• A discount will be applied to your order.

Note:

• Coupon codes and gift cards can only be applied to your order before it is submitted. Once your order has been submitted, you cannot apply a code or change it to a different code.
• Some codes may have a set number of uses or an expiration date.
• Multiple coupons cannot be used together on one order.
• If you cancel or return an order that uses a coupon, the coupon code cannot be reused.
• If we suspect that a coupon is being misused or fraudulently used, we may refuse your order or use of the coupon at our discretion.

Cancellation of orders

We accept cancellations of orders after they have been placed, subject to certain conditions. Please refer to the following topic for information on canceling orders.

• Orders that cannot be cancelled
• Orders that are automatically cancelled

Cancel an order

To cancel an order, please click the button below and select the order you wish to cancel.

Order History

If it is within 30 minutes after submitting your order and before the order has been processed, you can cancel it by selecting the order you want to cancel from the Order History page in your My Account and following the steps below.

• Click the "Cancel" button. Orders that do not have the "Cancel" button cannot be canceled.
  
• Press the "Cancel Order" button on the order confirmation page. Orders for which the "Cancel Order" button cannot be pressed cannot be canceled.
  
• When the confirmation pop-up appears, click the "Cancel" button.
  

Cancelled orders will have a status of " Cancelled: Order Cancelled " and you will receive an email informing you about the order cancellation.

If the "Cancel" button is not displayed on the order history page in your My Account, it means that your order cannot be canceled.

Important Notices for Order Cancellation

• For cash on delivery orders, confirmation is required within 30 minutes of submitting the order. Please contact customer support .
• If the order you are canceling contains multiple items, the entire order will be canceled. You cannot cancel or change the quantity of individual items. If you wish to cancel only some of the items, please cancel the order and then place it again.
• If you have used Fumoffu Points on an order made through our store, it may take some time for the points to be refunded after the order is canceled. If the Fumoffu Points are not refunded to your account within 3 business days of canceling your order, please contact our store customer support .
• If you place and cancel orders multiple times within a certain period of time, or if this may cause disruption to our store's operations, we will contact you separately to ask if you intend to purchase, if you have any questions or concerns, etc. We may also restrict your use of the service depending on the situation.

Orders that cannot be cancelled

For items in stock at overseas manufacturers/suppliers or made-to-order products, cancellations are not possible even before the item has been shipped from our store due to the nature of the service using international shipping.

• Already shipped from our store
• The manufacturer/supplier is currently processing the shipment.
• Currently in local transport
• The item is currently being processed for transportation at our local domestic warehouse.
• In international transport to Japan
• It is being arranged
• The product is currently being manufactured by the manufacturer
• The payment process has been confirmed

*If you absolutely need to cancel an order that falls under the category of "Non-Cancellable Orders" due to your own circumstances, we may be able to accept it as a "Return Due to Customer Consent." For details, please see the " Returns, Exchanges, and Refunds " topic.

In the following cases, you may be able to cancel your order by requesting cancellation. If you wish to cancel, please follow the cancellation procedure in " About Cancelling Your Order " or contact our store customer support.

• Orders being prepared for shipment at our store (only when ordering products that are in stock at our store)
• Orders placed before the manufacturer or supplier begins shipping procedures
• Orders that have experienced delays in delivery due to issues encountered during product delivery (not including the first time)

*Our store respects the feelings of customers who place orders because they need the ordered products, and will make every effort to deal with any problems that arise during product preparation (such as problems on the manufacturer or supplier's side, or problems during transportation, but this does not include problems that occur on the customer's side) to ensure that the ordered products are delivered to the customer.

Orders that are automatically cancelled

Some orders that fall under the following conditions may be automatically canceled before being confirmed.

• If your consent is not obtained within a certain period of time for a product that requires your consent to be confirmed
• When a reply is required from the customer regarding the order details and the reply is not received within a certain period of time

*If your order has been automatically canceled and you have already paid, we will refund you or cancel your credit card payment.
*We will not charge you any cancellation fees or other costs for orders that are automatically canceled due to the above conditions.

Yamato Transport

Delivery is available throughout Japan via Yamato Transport, Kuroneko Yamato Takkyubin, and Nekopos.
*We do not ship outside of Japan.
*Some small items will automatically be delivered via Nekopos (postage to your mailbox).

Notes:

• We are not responsible for theft, loss, damage or soiling of packages that occur as a result of the delivery service.
  It is the customer's responsibility to select a location that is out of sight and protected from wind and rain.

Optional services

You can select the desired delivery time.

You can select the desired delivery date.

Shipping Fee

Domestic shipping fee: 880 yen (tax included)
Free nationwide shipping for products: Free (Shipping to Okinawa Prefecture is 3,300 yen)
*Shipping costs vary depending on the product type, so please check the shipping cost displayed when placing your order.
*If you order a product that requires domestic shipping and a product that offers free nationwide shipping at the same time, shipping will be free.

Specify desired delivery time

During the ordering process, you can specify a convenient time for you to collect your order.

How to specify the desired delivery time

• Add the item to your cart and proceed to the cart page.
• Click "Delivery Time" on the cart page and select your desired time slot.
• Press "Checkout," enter the required information, and submit your order.

Specify the remarks field on the delivery slip

When specifying the desired delivery time, you can also specify the content to be printed in the notes section of the delivery slip.

Please use this if you have special instructions for delivery staff, such as delivery instructions to a delivery box or delivery procedures when you are not at home.

Please note that the notes section on the delivery slip is not a message to our store , so please be careful not to make any mistakes.

Important points to note when specifying desired delivery time slot and delivery slip remarks

• If you specify a desired delivery time, delivery may not be possible in the shortest time possible depending on your area.
  If delivery cannot be made during your desired delivery time, it will be delivered the next day during the same time period. If you have no particular restrictions on the time available for collection and would like the fastest delivery possible, please do not specify a desired delivery time period.

Shipping, shipping fees, delivery times and bundling of overseas products

Please note the following regarding the delivery method for overseas products other than those sold by our store as an authorized domestic distributor.

Regarding delivery of overseas products

In order to deliver overseas products safely and securely, our store covers all uncertain international shipping costs, high international shipping fees, and unexpected import duties. However, if you order products with separate shipping fees, you will be required to pay separate shipping fees within Japan.

All overseas products purchased on our store are cleared through customs for the orderer's personal use and shipped from within Japan (Tokyo or Kanagawa prefecture) . At this time, we do not ship products directly from overseas, except for orders not for personal use, such as bulk purchases by corporations or organizations.

If you order an item that is in stock at our store, the item will be in stock at our store in Japan.

Shipping fees for overseas products

In order to deliver overseas products safely and securely, our store requires customers to pay domestic shipping fees within Japan only. However, if you purchase an item with free nationwide shipping, domestic shipping fees will not be charged.

You can check the domestic shipping fee that is charged separately in the shipping fee field when placing your order. We will not charge you any additional shipping fees or handling charges other than the shipping fee charged at the time of your order.

Please note that shipping fees vary depending on the selected shipping company and product. Please check the shipping fees displayed when placing your order. For shipping fees for each shipping method, please refer to the " Shipping Methods and Shipping Fees " topic.

You can also check shipping costs before proceeding with your order by adding the desired product to your cart and entering your prefecture and postal code on the shopping cart screen.

Regarding specifying delivery dates for overseas products

Our store strives every day to deliver overseas products safely and securely, but since products from "manufacturers/suppliers stock" involve long-distance transportation that is easily affected by local weather and traffic conditions, they may not be delivered by the desired delivery date.

Many of the overseas products listed on our store require shipping from the United States, Europe, etc., so delivery usually takes about 10 to 17 days. However, this does not apply to products in stock at our store.
Detailed delivery times are stated on each product page, such as "Shipping will take approximately 10 to 17 days."
However, depending on local and international shipping conditions, delivery may take longer than the stated delivery date.
Please note that the delivery date after placing an order is set with ample margin as the "estimated shipping date," and will be updated to the latest estimated shipping date each time the order status is updated.

If you have a preference for delivery date and time, or if you are in a hurry, please contact our store customer support in advance.
*For details and precautions regarding the desired delivery date that can be specified when placing an order, please refer to " Specifying the desired delivery time slot ."

Please note that our store's first priority is to deliver overseas products as safely and securely as possible. We cannot accept any requests or arrangements that may result in the products you order not being delivered safely and securely, so we ask for your understanding.

Regarding shipping and bundling when ordering multiple items

In order to deliver overseas products safely and securely, our store ships each order individually .

For example, if you purchase three items, A, B, and C, in one order, once all three items are received, they will be shipped together in one package.
At our discretion, we will not deliver completed items in separate packages.

However, please note that if the products cannot be shipped together due to their size or packaging size, they may be delivered in multiple packages (delivered in multiple cardboard boxes or packages at once) even though they are shipped in a single shipment.

Please note that we cannot combine orders that have already been confirmed into one (bundling). If you need to combine orders, please cancel the order and then place the order again.

Regarding the response when requesting the shortest possible delivery

Our store strives daily to deliver overseas products safely and securely, but the majority of delivery times for products in stock with manufacturers and suppliers are beyond our control and are subject to weather, traffic conditions, etc. Therefore, we are currently unable to offer any special arrangements to deliver ordered products as quickly as possible, whether this is free of charge or paid.

We can ask manufacturers and suppliers to expedite shipping, or international shipping companies to expedite procedures, but these are merely requests and in most cases cannot be realized due to circumstances at each company, so we are unable to accept such requests from customers at this time.

Furthermore, once the ordered item arrives at our store, or if you order an item that is in stock at our store, we will always arrange for it to be shipped as quickly as possible. Normally, our store ships on the same day on weekdays (Monday to Friday), and on the next business day on weekends and holidays ("same day to within 2 business days" when including weekdays, weekends, and holidays).

If you are in a hurry or have any concerns, please feel free to contact our store.

Handling refusals to receive packages, long-term absences, incorrect addresses, etc.

In the event of refusal to accept parcels, long-term absence, incorrect address, etc., we will take the following measures.

If your order is returned to our store

Your order may be returned to our store if any of the following conditions apply:

• In the case of parcel delivery or mail that does not fit in the mailbox, the parcel could not be received due to a long absence, etc.
• Your package could not be delivered due to an incomplete address, such as an incorrect delivery address or name entered when placing your order.
• The package was refused upon delivery

In the above cases, a storage period of approximately one week from the date of initial delivery will be set (this period may vary depending on the circumstances at the time of delivery and the delivery company), and all packages that exceed this storage period will be returned to our store.

What to do if the item is returned to our store

Any undelivered packages returned to our store will be automatically processed as "returns due to customer convenience" after confirmation by email. Please be aware that fees and costs described in " Returns and exchanges due to customer convenience " will apply .

It is your responsibility to ensure that you receive the products you have ordered.

*If you order by cash on delivery, you will receive a separate invoice from our store or from our affiliated billing and collection agency.
*Due to the nature of this service, which uses international shipping for personal imports, any costs incurred if you are unable to receive your order will be borne by the customer.

Re-shipment of packages returned to our store

If you are unable to receive your package for any reason, please contact our store as soon as possible and we will arrange for a reshipment. In the case of a reshipment, you will be required to transfer in advance to our designated account the total cost of the product (only if you select cash on delivery) and various fees (including round-trip shipping fees) for the package. Please note this in advance.

If you do not receive your product

If you are unable to receive your order due to refusal to receive it, long-term absence, or unknown address, we will consider this to be an act that may significantly disrupt our store's operations and will refuse you from using our site in the future. If you receive the item by having it reshipped, you will be able to continue using our store, so please contact us as soon as possible.

Dealing with package damage and minor scratches on products

Due to differences in perceptions and customs regarding scratches, dirt, and inventory storage between Japan and the local country, as well as long-distance transportation, the packaging may be damaged with dents, scratches, tears, dirt, etc., and the product itself may have minor scratches, dirt, etc. Since such scratches, dirt, etc. are not recognized as defects by manufacturers and suppliers, we may not be able to accept returns, exchanges, or repairs unless there is a serious problem that interferes with the operation of the product.

Handling serious damage and incorrect products

If the product itself is seriously damaged, the wrong product is delivered, or the number of items is missing, please contact our store customer support within 24 hours of receiving the product , if possible.

If you contact us more than 7 days after receiving the product, we may not be able to accept the return or exchange of the product.

To confirm the condition, you will need to provide a photo. For details, please refer to the relevant section below.

In case of serious damage

If the product itself is seriously damaged, please prepare the following photos (2 photos) and send them to our store customer support following their instructions.

• Clear photos that clearly show the location and extent of any serious damage
• Clear photos that clearly show the product packaging

Once we have reviewed the photos you provided, we will begin the compensation claim process with the delivery company. In this case, you can choose to have the item reordered or receive a refund. If you choose to have the item reordered, the delivery time will be the same as if you were to reorder the same item. For more information, please refer to the " Returns and Exchanges Procedures " section.

Notes:

• "Serious damage" refers to damage that interferes with the operation of the product. Please note that we cannot accept returns for minor scratches, stains, etc.
• Products marked as "Defective" in the product name and description may be marked as "Defective" due to significant damage or staining. Please check the individual product pages for the reasons for the "Defective" designation. Please note that we do not accept returns on "Defective" products.

In case of wrong product

If the product you received is different from the product you ordered, please prepare one of the following photos and send it to our store customer support following their instructions.

• A clear photo of the product packaging (or product)
• A clear photo of the barcode on the product package (or the product's serial number)

Once we have confirmed the photo you provided, we will begin arranging for the correct item. Please note that arranging the correct item will require the same delivery time as placing a new order. For more information, please refer to the " Returns and Exchanges Procedures " section.

Notes:

• Please note that the product photos and specifications posted on the product page may differ from the actual product due to changes in manufacturer specifications.
• Depending on the product you ordered, the incorrect product, or the manufacturer's policy, we may begin arranging for the correct product after you return the product (after we have confirmed the returned product).
• If the correct item is in stock at our store, we may ship the correct item to you before you return your item.
• Our store customer support will provide you with individual instructions on how to return the product.

Insufficient points

If the number of items you ordered is insufficient, please prepare one photo of the items listed below and send it to our store customer support following their instructions.

• Clear photos that show the number of items

Once we have confirmed the photos you provided, we will begin arranging for the missing items. Please note that arranging for the missing items will require the same delivery time as placing a new order. For more information, please refer to the " Returns and Exchanges Procedures " section.

Notes:

• Please note that the product photos and specifications posted on the product page may differ from the actual product due to changes in manufacturer specifications.
• If the product itself is missing accessories, we may provide after -sales support (warranty, repairs, etc.) .

Dealing with initial defects

If you experience any issues when using the product for the first time, please contact us using the following steps:

1. Please reply to our store's "Shipping Completion Email" within 7 days of the product's delivery completion date , or contact customer support and attach a photo of the problem area and provide a detailed description of the current issue.

Note:

• If you notice any problems with your ordered product, please contact us within 7 days of receiving the product. (The product arrival date refers to the date the package is delivered by the shipping company.) If you contact us more than 7 days after receiving the product, our store's after-sales support will handle the repair or replacement .
• Since we require you to send us electronic data such as images and the problem must be confirmed by the manufacturer, we do not accept initial defect reports over the phone. Please contact us by email.
• Our store has a very low initial defect rate (less than 1% of our monthly customer base). If you notice a problem with your product, please contact us as soon as possible via our " Contact Customer Support " page. Regardless of whether the problem is actually an initial defect or not, please rest assured that if you first contact us about the problem within seven days of the product's delivery date, we will consider that to be "contact within seven days of the delivery date."
• When you contact us with a problem, we may ask you to check several aspects of the product's operation to narrow down the issue as much as possible. This is necessary to ensure that the manufacturer can smoothly investigate the issue, so we appreciate your cooperation. Please note that if you do not respond within seven days of receiving an email from us requesting a product check, the manufacturer's response deadline may have expired and we may not be able to respond to your initial defect.
• We strongly recommend that you take photos or videos of the problem area or product and send them to us as email attachments, regardless of whether the defect is visible to the naked eye. If you do not attach photos when you first contact us, we may ask you to take photos separately.
• All after-sales support for products purchased from our store is provided by our store. Please rest assured that we will handle any initial defects with the overseas manufacturer or supplier. There is no need for customers to contact the overseas manufacturer directly.

2. Our store will contact the manufacturer or supplier to confirm the issue you have reported and determine whether the product is defective (this will take several business days).

Note:

• If it is difficult to determine if the product is defective based on photographs, we may ask you to return the product to our store at your expense, and then our store's specialist staff will check its operation.
• For products for which the manufacturer has entrusted us with determining whether they are defective upon delivery, our store may make that determination.
• If confirmation with the manufacturer or supplier is required, or if operation is confirmed at our store, we will not store or preserve any data stored on the product, so please be sure to back up any important data before returning it.
• If it is necessary to distinguish between product specifications and features and initial defects, and to narrow down the problem as much as possible, we may ask you to confirm and operate the product by email. This is necessary so that the manufacturer can smoothly investigate the issue. Please note that if you do not respond within seven days of receiving an email from us requesting you to confirm operation, the manufacturer's response deadline may have expired and we may not be able to respond to the initial defect.

3. If the manufacturer or supplier determines that the product is defective, we will arrange for a replacement or process a refund.

Note:

• If confirmation with the manufacturer or supplier is required, or if product repair or replacement involves international shipping, it may take some time to complete.
• Support for initial defects varies depending on the product, manufacturer, and the nature of the defect. We apologize for the inconvenience, but please contact customer support.
• Please note that we cannot handle initial defects if the following conditions apply.
  • If any accessories (packaging, manual, etc.) are missing
  • If the malfunction or defect is outside of normal use or is not covered by the manufacturer's warranty
  • If the problem is due to incompatibility with a specific device, such as your environment.
  • If the manufacturer or supplier does not recognize the defect as an initial defect.
  • If the manufacturer or supplier does not handle the initial defect
  • If the product specifications prevent you from using it as intended
  • If the product has previously been replaced or repaired due to an initial defect
  • In the case of a defective product that has a "defective" description in the product name and description, and the defect is listed as the reason for the defect.
  • If the purchased product or some of its functions cannot be used due to a problem other than the purchased product

*Even if we are unable to handle the initial defect, if the manufacturer or supplier applies a product warranty, we will continue to provide repairs and replacements through our store's after-sales support.
*Please note that in the case of initial defects in made-to-order or customized products, the only solution available may be product repair, depending on the manufacturer.
*Our store will cover all costs, including return shipping (cash on delivery), international shipping for product exchanges, and shipping costs for the exchanged product to your address.

Returns and Exchanges Overview

We accept returns and exchanges of products under the following conditions:

The return period for products sold by our store is generally within 30 days of receipt for unused, unopened products (excluding products that are "non-returnable/exchangeable"). For returns of opened or used products, please refer to the section on opened or used products in the topic on returns and exchanges due to customer convenience . We cannot process return requests after the return period has expired.

In addition, the exchange period for products sold by our store is, in principle, within 30 days of receipt for unused, unopened products (excluding products that cannot be returned or exchanged). We cannot accept exchanges for opened or used products, except in cases of initial defects or major damage.

Additionally, we cannot accept returns or exchanges for products from other companies that we do not carry (mouse soles, grips, cables, etc.). Even if a mouse pad has been attached or used on a product purchased from our store, we will only accept returns or exchanges for products that we carry.

If you find any initial defects or serious damage to the product, please contact customer support within 7 days of receiving the product.

To request a return or exchange, please refer to our topic on the return and exchange process .

Please note that returns and exchanges that fall under the above cases will generally be treated as returns or exchanges due to customer convenience , except for cases of initial defects or damaged products.

remarks:

• When returning products that can record or store personal information or data, such as hard drives, USB memory sticks, or computers, please be sure to completely erase all relevant data from the product before returning it.
• If we determine that your actions may significantly disrupt our store's operations, such as returning products multiple times or returning products unilaterally without contacting us, we may return the returned products, not issue a refund, or refuse to allow you to use our site in the future.
• If you contact us more than 7 days after the product has arrived, we will not be able to handle any claims for major damage or initial defects. (The product arrival date refers to the date the package is delivered by the shipping company.)
• For some products that have a manufacturer's return/refund guarantee, if you return an opened/used product, it will be treated as a "return/exchange due to customer convenience" in an unopened condition, as long as the manufacturer approves the return/refund.
• Returns due to errors on our part or other issues for which we are solely responsible will be accepted free of charge. However, for returns due to errors or issues caused by parties other than our store (such as manufacturers, suppliers, or shipping companies), we may ask you to refrain from accepting or cooperate with returns in accordance with our store terms of use and the items set out in this shopping guide.

Returns Policy

Once we approve your return, please return the item to us and we will process your refund. Please refer to the Returns and Exchanges for Customer Consent topic for details on the amount of the refund. We will process the refund via your selected payment method.

When paying by credit card, Amazon Pay, or Google Pay

We will handle this by changing the payment amount through your credit card company. Also, depending on your contract details, such as your card's closing date, it may take some time for the card company to process the change. Also, depending on the date of the refund procedure (there is also a closing date for payment cancellations), the refund may not be made in time for the final billing date for your credit card, and the order price may have already been charged to you, so we ask for your understanding.

Please note that we are unable to confirm the timing of refunds from credit card companies or questions or inquiries regarding the contents of your credit card statement, so please contact your credit card company directly.

If you would like to receive a refund by bank transfer, please contact customer support separately.

If you pay with PayPal

If you paid with PayPal, we will refund your account using the same method of payment. If the refund is to your credit card, it may take up to three months for the credit card company to process the refund. Also, depending on the date of the refund process (there is also a cut-off date for payment cancellations), the refund may not be made in time for your credit card's billing date, and the refund may be made after you have already been charged for your order. We appreciate your understanding. If the refund is to your PayPal account balance, the refund will usually be completed on the same day or within a few business days.

Please note that we are unable to confirm the timing of refunds from credit card companies or questions or inquiries regarding the contents of your credit card statement, so please contact your credit card company directly.

In addition, if you request a refund more than 60 days after the order confirmation date, it may take some time for the refund to be processed as PayPal will need to conduct a verification process.

If you pay by cash on delivery

We will ask you for your bank account information separately and refund the amount to the bank account you specify. Please note that if the refund is due to your own reasons, the bank transfer fee you paid when paying by cash on delivery will not be refunded.

If you pay by smartphone payment (QR code)

We will refund your money through KOMOJU according to the payment method you used. However, depending on the timing of our refund, we may ask you for your bank account information separately and refund to your specified bank account.
Please note that due to system specifications, there may be a time lag between the completion of the cancellation process and the refund being sent to the purchaser.

If you pay with Rakuten Pay

We will refund you via Rakuten Pay. However, depending on the timing of our refund, we may ask you for your bank account information separately and refund to your specified bank account.
Please note that due to system specifications, there may be a time lag between the completion of the cancellation process and the refund being sent to the purchaser.

If you pay by deferred payment (Payday)

If payment has not been made at the time of cancellation, no refunds will be processed.
Please discard any separate payment request emails you may receive.
If you have already paid, the refund will be made by direct transfer to your bank account.
We will ask you for your bank account information separately and refund the amount to your specified bank account.
*Depending on the timing of your refund request, financial institution closures, etc., it may take 1-2 business days for the transfer to your designated account to be completed.
*The payment will be transferred to the designated account in the name of "KOMOJU Co., Ltd." Please confirm this.
*If the refund is due to customer convenience, the refund amount will be deducted from the refund fee.

Note

• If a discount has been applied to the order amount using a campaign code, the refund amount will be calculated based on the actual amount paid after the discount has been applied. We cannot reinstate campaign codes that have expired or have reached their limit of usage.
• If you wish to receive your refund by bank transfer, you will be responsible for any bank transfer fees.

About exchanges

Once we have approved the exchange, please send the product you have in your possession to us, and we will process the exchange as soon as we receive it.

We cannot offer exchanges for opened or used products unless they are defective or damaged. If you find any defects or serious damage in your product, please contact customer support within 7 days of receiving the product. For details, please refer to the " Handling Initial Defects " or " Handling Serious Damage/Wrong Product " topics. Also, if your opened or used product is defective and you would like to exchange it, please refer to the " Warranty Policy " topic, as some products may be covered by our domestic warranty.

Regarding product arrangements for product exchanges

In the case of an exchange, the product will be arranged in the same way as for a new order.

• Arrangements with the manufacturer or supplier of the desired exchange product in each country
• Transport from manufacturers and suppliers in each country to our store's local domestic warehouse
• Transportation from our local domestic warehouse to our store in Japan
• Delivery from our store to you

*Depending on the product, it may be shipped directly from the manufacturer or supplier in each country to our store, or it may be delivered directly to the customer from our local domestic warehouse.

Regarding delivery time for product exchange

The delivery time for the exchange product will be the same as if you were placing a new order for the product. For details, please refer to the delivery time listed on the product details page.

Regarding requests and refunds for price differences when exchanging products

If the price of the exchanged product differs from the price of the original product (the product you originally ordered), we will charge or refund you the difference.
For refunds, please refer to the "Returns" section.
Please note that if a difference in price is charged, the amount will be changed or the charge will be made by bank transfer depending on the payment method.

Precautions when exchanging products

• Even if the order including the original product (the product you originally ordered) is free shipping, we may charge you domestic shipping fees for the exchanged product when it is delivered.

Return and exchange procedures

The return/exchange procedure is as follows. After carefully checking the details, please contact customer support and submit a message detailing the order and product you wish to return or exchange, as well as the reason for the return.

Procedure:

• Return/Exchange Authorization:

  Please contact us using the " Contact Customer Support " link and include the order and product you wish to return or exchange, as well as the reason for the return or exchange.

• Returning Products:

  We will send you an email with instructions on how to return the product, so please follow those instructions when returning the product.

  Packaging method: In consideration of the environment, we recommend that you use the original packaging and cushioning materials used when returning or exchanging items. If you choose to provide your own packaging and cushioning materials, please use enough cushioning to prevent damage during shipping.

  Items included: Please be sure to include the order receipt, the product packaging (excluding bulk package versions) that was included with the product when it was delivered, and all accessories that came with the product with the returned product.

• How to return:

  Please return the item using your preferred courier service and provide a return notification after returning the item.

  Return shipping fees: The following applies to who will be responsible for the return shipping fees:

  • Returns and exchanges due to customer convenience: Customer pays the cost (prepayment)
  • Returns and exchanges of products that are covered by the warranty but are not defective upon delivery: Customer pays the cost (prepayment)
  • Returns and exchanges due to initial defects, major damage, or incorrect products: The store will cover the cost* (cash on delivery)

  *In order to allow you to purchase overseas products safely and with peace of mind, as of April 20, 2014, in response to customer requests, we have changed the policy so that return shipping costs will be borne by our store (cash on delivery) in the case of returns or exchanges due to initial defects, major damage, or incorrect products.

  Note:

  • If you accidentally return an item by cash on delivery (at our store's expense) for a return or exchange due to your own reasons, the refund amount will be the amount minus the return shipping fee listed on the delivery slip. In this case, if you are exchanging an item, you will be charged the cash on delivery return shipping fee (a separate handling fee of 330 yen will be charged) when the exchanged item is delivered.
  • Returns that do not comply with this return policy and procedure will not be accepted. If the return has been approved, you will receive a confirmation email. If the return has not been approved or has been rejected, the item will be returned to the sender listed on the shipping label, postage due.
  • When returning clothing, fashion accessories (excluding watches and jewelry), shoes, or bags, if you mistakenly return the product with prepayment (customer's expense), we will refund the return shipping fee listed on the delivery slip in the form of a Fumoffu coupon.
  • Please note that if you return a free shipping item, the actual shipping cost for the shipping method you selected at the time of your order will be deducted from the refund amount.
  • When returning a product, please choose a shipping method that provides insurance against breakage or damage during shipping whenever possible. If you are returning or exchanging a product for your own reasons, you may choose a shipping method that does not provide insurance, such as non-standard mail or mail delivery, but in that case, please be sure to pack the product adequately. Please note that you will be responsible for any damage to the returned product that occurs as a result of using a shipping method that does not provide insurance when returning or exchanging a product.
  • For customers residing in Japan, all returns must be sent to the address specified by our store (Tokyo).
  • If you are applying the return procedure to an unshipped order from our store for your own reasons, this "return product" step will be omitted.
• Refund/Exchange Procedure:

  Once we receive and inspect the returned product, we will begin the refund/exchange process.
  It may take approximately 5 to 7 business days after receiving the product for the refund procedure to be completed and the refund amount to be transferred to your designated account or credited to your credit card. Also, if the refund is to a credit card, it may take up to 3 months for the credit card company to process the payment (the order price may be charged once and then refunded). We will notify you of the completion of the refund procedure in the RMA or ticket you inquired about. For more information about refunds, please see the next section.
  Please note that exchange procedures require the same delivery time as when you first ordered the product. For details on exchanges, please see the " Exchanges " section.

Returns and exchanges due to customer convenience

As long as the product is in its original packaging, unused, unopened, and has been returned within 30 days of receipt, we will generally refund the full product price or exchange the product. Please note that we do not refund domestic shipping fees or COD fees for orders that have already been shipped.

Note: Depending on the items ordered and the condition of your order, we may not be able to provide a full refund even if the above conditions are met.

• "In the original packaging" means that the packaging materials (cardboard boxes and envelopes) used when the product was delivered from our store are still in place.
• If the original packaging is not present, if the item is shipped directly, or if the price is over 300,000 yen, we will refund 30% of the product price, or the actual costs incurred in shipping and delivery of the product, such as various shipping fees (including international shipping fees) and handling fees (including customs duties), whichever is higher, minus the product price.
• If you cancel or return an order (unshipped or undelivered) for an item that you have not yet received from a manufacturer or supplier, we will generally refund 30% of the item price minus the higher of either the shipping costs (including international shipping costs) and handling fees (including customs duties) incurred in shipping and delivery of the item. However, for orders that have not yet been shipped from our store, we will also refund domestic shipping costs and handling fees for cash on delivery.
• If you cancel or return an order (unshipped or undelivered) for an in-stock or ready-to-ship item that you have not yet received, we will refund the product price minus the actual domestic shipping and handling fees (cash on delivery fees, etc.) incurred in transporting and delivering the item. However, if the order has not yet been shipped from our store, we will also refund the domestic shipping and handling fees (cash on delivery fees, etc.).
• Please note that if you return a free shipping item, the actual shipping cost for the shipping method you selected at the time of your order will be deducted from the refund amount.
• If you return the product to us, shipping costs must be paid in advance (by the customer).

Note: We will also accept returns and exchanges for the following reasons as "customer convenience."

• The product did not arrive on the specified date or within the specified time period.
• The product was different from what I expected
• Due to product specifications and compatibility issues, I was unable to use it as expected. (***)
• The product was unusable due to a problem unrelated to the product
• Ordered by mistake (including mistaken orders made by family members)
• The delivery time for the product was different from what I expected.
• I can't pay for the product for some reason
• The package is damaged, or the product has minor scratches or stains. (**)
• The problem was caused by the home environment
• There is no problem with the product itself

*This does not apply to non-pre-order items where the product has not been shipped within 30 days of placing the order and there is no contact from our store. However, if we are unable to contact you due to an incorrect email address or other reason, we will contact you by posting a notice in the "Announcements" section on the top page of this website.
**Except in cases where the product itself has serious damage that interferes with its operation.
***Except when the manufacturer has provided instructions for use in the product manual or when the manufacturer has publicly announced that compatibility issues will not occur.

For opened or used products, we will generally refund 50% of the product price, provided that the product packaging and accessories are complete and the return procedure is completed within 7 days of receipt of the product. Please note that we do not offer refunds for shipping fees within Japan or COD fees. Please also note that even if the packaging has only been opened and the product itself is unused, it will still be considered opened.

Note: Depending on the condition of the returned product and your order, we may not be able to provide a partial refund even if the above conditions are met.

• "Product packaging" refers to the packaging that the product came in, either by the manufacturer or supplier, or by our store, and does not refer to the packaging material (cardboard boxes, envelopes, etc.). However, if the packaging material doubles as the "product packaging," the packaging material will be considered the "product packaging."
• We cannot provide a refund if the product packaging or accessories are not complete or if it has been more than 7 days since the product arrived.
• Please note that we may not be able to offer a refund if the returned product is severely damaged, has scratches, or is faulty or broken.
• Please note that if you return a free shipping item, the actual shipping cost for the shipping method you selected at the time of your order will be deducted from the refund amount.

Note: The following items will also be considered "opened/used items."

• No product packaging (*)
• The product tag has been removed
• Some items are missing (including fixing materials and cushioning materials inside the package).
• Intentionally packaged in a way that could cause damage during shipping

*Excluding the "bulk package version" below.

For bulk package version

For bulk packaged products, we will generally refund the full product price, provided that the product is in the original packaging, unused, unopened, and returned within 30 days of receipt. However, please note that the following cases will be treated as used products.

• The product packaging (the transparent bag or the bag the product was wrapped in when it was delivered) has been opened or is missing
• The product's fastening devices (wires, ties, etc.) have been removed
• In addition, there are obvious signs of use on the product

Supplementary conditions

• Due to the nature of overseas and imported products, products with valid manufacturer's warranties are not eligible for return under any circumstances (as they are not restockable or resold). This does not apply to products sold by our store as an authorized distributor in Japan, or products with valid warranties in Japan. For details about product warranties, please refer to the " After-sales support (warranties, repairs, etc.) " topic.
• Product prices on this website are subject to change due to factors such as currency exchange rates. Please note that we will not make any additional charges, refunds, or discounts after your order has been confirmed due to price fluctuations.
• The overseas products listed on this website have specifications and functions that are tailored to the environment and requirements of each local country. As a result, the product you purchase may not be usable or may be difficult to use in some regions, including Japan, so please be sure to check the manufacturer's website before purchasing. Please note that returns due to product specifications or functionality will be considered returns at the customer's discretion. For information on each manufacturer's product page or contact information, please visit the shop's " Contact Customer Support " page.
• We have implemented a thorough system to ensure that the product information on this website is accurate. However, in the unlikely event that there is an error in the model number, specifications, product description, or price display, our store will not be held responsible for any trouble or damages that may arise as a result, and we reserve the right to cancel any transactions resulting from an incorrect product price.
• As a result of changes to product specifications due to manufacturer reasons, the product information (including specifications, functions, accessories, etc.) and images on this website may differ from the actual product, but this store shall not be liable for any trouble or damages that may arise as a result. However, if the manufacturer or supplier accepts returns or exchanges due to such changes, we shall comply with such acceptance.
• Regarding return shipping fees in the case of initial defects, etc., customers may be required to pay the return shipping fees depending on the handling by the overseas manufacturer or supplier.
• This store assumes no responsibility for any damage, direct or indirect, arising from the use of the product, malfunction, or inability to use the product due to initial defects.
• In the event of an initial product defect, replacement, or repair, we will not provide any substitute product or compensation for damages during the period required for product repair or replacement.

Product usage and questions

If you have any questions about how to use or support for your purchased product after purchase, please contact us by clicking "Inquire about this order" for each order in the order history of your account.

After checking the contents of your inquiry, if it is something that can be answered by our store, we will do so, otherwise we will check with the respective product manufacturers.

Precautions

• Due to the nature of overseas products, support for each product is provided by the manufacturer or distributor in the country where the product is sold. For example, support for products designed for the US market is provided by the US manufacturer or distributor, so requests for support for US-design products from manufacturers or distributors in Japan may not be accepted. Furthermore, under our store's warranty policy, damage or malfunctions caused by product support provided by third parties other than the manufacturer or our store are not covered by the warranty. For support for products you have purchased, please contact our store.
• In order to deliver overseas and imported products safely and securely, our store provides support for each product. Please feel free to contact us for any inquiries.
• In order to provide accurate and precise product support to our customers, we currently do not offer product support over the phone. Please note that product support is only available via email, as we may need you to send us electronic data such as images or have the manufacturer review the data.
• If your inquiry requires contacting the product manufacturer, it will usually take several business days for us to respond.
• The responses we provide will be limited to inquiries about products purchased from our store or the product manufacturer. We cannot respond to inquiries about products from other manufacturers that were purchased from other stores, or that you plan to use or are using with products purchased from our store. We apologize for the inconvenience, but please contact the store where you purchased the product or the product manufacturer directly.
• We will do our best to respond to inquiries from customers as part of our after-sales support for the products you have purchased. However, please note that depending on the content of your inquiry and the manufacturer's response, we may not be able to provide a satisfactory answer or we may not be able to provide a satisfactory answer.
• If the manufacturer's support for the product you purchased has ended, we may not be able to assist you.
• We provide free electronic product support via email that does not involve any actual work (such as product inspection at our store or repair or replacement by the manufacturer), regardless of the product or purchase amount.

Product repair response

Our store provides after-sales support for each product to ensure the safe and secure delivery of overseas and imported products. Furthermore, overseas products that come with a valid warranty in Japan are eligible for repair and replacement services from the Japanese manufacturer or distributor.

Additionally, we offer a domestic warranty for products sold by our store in Japan. Please check the domestic warranty period on each product page. If a product malfunctions within the domestic warranty period, we may be able to repair or replace it, so please feel free to contact us . Once we have inspected the product, we will process the repair with the manufacturer or exchange it from our domestic inventory.

Precautions

• Due to the nature of overseas and imported products, the warranty period begins on the date of order (excluding products with a warranty valid in Japan).
• Due to the nature of overseas products, support for each product is provided by the manufacturer or their distributor in the country where the product is sold. For example, support for products manufactured for the US market is provided by manufacturers and distributors in the US, so requests for support for US-spec products from manufacturers and distributors in Japan may not be accepted. If you would like support for a product, please be sure to contact our store.
• In order to deliver overseas and imported products safely and securely, our store offers support (repairs and exchanges) for each product. Please feel free to contact us.
• For initial defects within 7 days of receiving the product, we will cover all costs, including domestic and international shipping, for repairs and replacements.For products that have been in the market for more than 7 days, you may be required to pay part or all of the domestic and international shipping costs for repairs and replacements.
• The product support provided by our store and the handling of product repairs and exchanges will be in accordance with the manufacturer's policy. Even when we provide support, the handling may differ depending on the product manufacturer.
• Depending on the manufacturer's policy, repairs may be charged or may not be accepted even within the warranty period.
• Second-hand, outlet, and defective products may not be accepted for repair.
• If the product shows signs of modification or disassembly, repair or replacement services will not be available even within the warranty period.
• Due to the nature of overseas products and cultural differences, it may not be possible to provide the same level of service as Japanese manufacturers.
• In the event of a product recall by the manufacturer, we will respond by repairing or replacing the product.

For Japanese domestic products

Products that come with a warranty valid in Japan will be labeled "Japanese domestic model" or "Japanese domestic warranty included" on the product page.

Products with this marking come with a warranty valid in Japan provided by the respective manufacturers or their authorized distributors in Japan. Please keep the warranty card that comes with the product in a safe place along with the invoice and warranty card included with the product when it is delivered.

Please note that some products may not come with a warranty, but please be sure to keep the store delivery note and warranty card.

Repair and replacement procedures

*We currently do not provide repair support, whether paid or free.

Warranty Policy

If any defects occur with the product within the warranty period specified in each product warranty card from the date of order, or within the warranty period specified in the product description on our store, please contact our store immediately. We will proceed with the repair or replacement procedures with the respective manufacturer.

Please note that for repairs or replacements other than initial defects (products received more than 7 days ago), in addition to the manufacturer's repair or replacement costs (not required if the product is within the warranty), additional round-trip shipping and international shipping fees may be incurred. Also, if the manufacturer's policy requires them to cover round-trip shipping and international shipping fees, our store will follow that policy.

We can handle repair and replacement procedures with each manufacturer even after the product warranty period has expired, as long as the manufacturer allows it, so please feel free to contact us.

Warranty regulations for products from authorized distributors in Japan

For products that come with a warranty valid in Japan, such as products from authorized distributors in Japan, the warranty period and warranty regulations specified by the product manufacturer or authorized distributor will apply.

However, for products for which our store is the authorized distributor in Japan, our store's warranty regulations will apply.

Conditions not covered by the warranty

For information on conditions not covered by the product warranty, please refer to " Conditions Not Covered by Warranty ."

Conditions not covered by the warranty

Regardless of the provisions of the warranty card attached to the product, products purchased from our store will not be covered by the warranty if they meet the following conditions.

• Changes in the appearance of the product (scratches, dirt, wear, etc.)
• Any damage or malfunction caused by the purchaser's own modification, disassembly, or repair, or by improper use or carelessness.
• Failure or damage caused by warranty or support provided by a third party other than the manufacturer or this store
• Failures and damage caused by incompatibility with specific equipment, such as the purchaser's environment
• If the invoice from our store and the warranty card included with the product (only for products with warranty cards) are not presented
• Breakdowns and damage caused by various natural disasters
• If sold or transferred to another person without the approval of our store
• If the manufacturer or supplier determines that the warranty does not apply
• If the warranty has expired (regardless of how many times the product has been repaired or replaced under the warranty, the warranty period will start from the date of order. In addition, if the product is discontinued or no longer in production, the manufacturer's warranty may have already expired at the time of purchase.)
• For issues listed as reasons for a "faulty" item

Other exclusions from warranty

Products from other companies that are not sold by our store (mouse soles, grips, cables, etc.) are not covered by the warranty.

If a product purchased by the customer that is not handled by us is attached to or used on a product purchased from our store, the warranty will not apply; only products handled by our store will be covered by the warranty.

Conditions not covered by the warranty for products from authorized distributors in Japan

For products that come with a valid warranty in Japan, such as products from authorized distributors in Japan, the conditions stipulated by each product manufacturer or authorized distributor, etc., that do not apply to the warranty, will apply.

However, for products for which our store is an authorized distributor in Japan, our store's warranty exclusion conditions apply.

Regarding stock availability

Please note the following regarding the inventory status displayed on the product page.

Availability types and meanings

The following types of inventory status are displayed on product pages, etc., and each has a different meaning.

Inventory Display Disclaimer

Our store strives to always display the most up-to-date inventory.

However, in rare cases, when an item is in stock with a manufacturer or supplier, the manufacturer or supplier may be out of stock or the product may have been discontinued by the manufacturer at the time of order confirmation. In such cases, the order will not be confirmed and will be canceled. You will not be charged by our store for an unconfirmed order.

In order to deliver overseas products safely and securely to our customers, we manually check the availability of the ordered products for all orders before confirming the order.

Order Status

For information on the order status displayed on the order history page, etc., please refer to the following.

Order status types and their meanings

You can check the status of your order by checking the status in your order history.
Please note that our store is only open on weekdays, excluding weekends and holidays. Your order status will not change during these times.

Payment Status: Pending
We are currently checking the payment status of your order.

Payment status: Authorized
If you select a payment method other than cash on delivery and place an order, the payment status will be "Authorized."
Please wait for your order to be confirmed.

Payment status: Paid
Payment is confirmed at the same time as the order is confirmed, and the payment status will be "Payment completed."
Please look forward to receiving your product.

Payment Status: Invalid
If your order is cancelled, it will be marked as "Payment Status: Invalid."

Order status: Not shipped
This status will be displayed immediately after an order has been placed or if the order is currently being confirmed by our store.
Once your order has been processed and shipped, the status of your order will change to "Shipped".

Order status: Shipped
Your order has been handed over to the delivery company.
After shipment is complete, you can check the delivery status by searching for the shipping number on the Kuroneko Yamato parcel inquiry system.
*When checking the delivery status, it may show "Track number not registered." It may take some time for the delivery status to be updated, so please wait a while.

For inquiries regarding changes to delivery dates or delivery addresses, please contact the delivery company directly.

Yamato Transport Co., Ltd. Service Center Toll-free number: 0120-01-9625
Business hours: 8:00-21:00

Kuroneko Yamato's parcel inquiry system can be accessed here:
http://toi.kuronekoyamato.co.jp/cgi-bin/tneko

The same message remains after receiving the product.

If you have any questions or concerns about your order, please contact our customer support.

Regarding order processing for items available for immediate delivery

If you order a product that is available for immediate delivery (a product whose delivery date includes "same day") between 1:01 PM the day before and 1:00 PM the day of delivery on a weekday (excluding Saturdays, Sundays, public holidays, and the New Year's holiday period), it will usually be shipped on the same day .

*For details about shipping dates, please also see the FAQ page .

However, on weekends, holidays, and during the New Year holidays, orders may be shipped on the next business day depending on the shipping company's deadlines.

Please note that if you contact our store customer support regarding an order that is in the "Order Status: Unshipped" status, we may temporarily suspend order processing or shipping preparation depending on the content of the inquiry.

Processing of pre-orders and made-to-order products

For pre-orders and made-to-order products, orders will be processed within a few hours to a few business days regardless of the time of order.
The order status will be "Payment status: Pending" or "Payment status: Paid", just like orders for items available for immediate delivery.
*Please note that even for pre-order items, payment will be made at the time of ordering.

If you have any questions or concerns about your order, please contact our customer support.

About the estimated shipping date

Please note the following about the estimated shipping date shown on the product page:

The estimated shipping date displayed on the product page is automatically calculated based on the current date and time.
Therefore, please note that the shipping date displayed may be earlier or later than the estimated shipping date displayed in the past.

As a general rule, orders placed before 1pm on weekdays will be shipped on the same day, and orders placed after 1pm on weekdays will be shipped on the next business day.
Please note that shipping operations will be suspended on weekends, national holidays, summer holidays, Golden Week, New Year's holidays, etc.

*Orders that require our confirmation will be shipped after confirmation.
*Pre-ordered and made-to-order items will be shipped as soon as they arrive.

Delivery time

This is an estimate of the number of days it will take for your order to be delivered after it has been shipped from our warehouse (Kanagawa Prefecture).

• The above number of days is only a guideline and may vary depending on the region, even within the same prefecture.
• Delivery times may vary depending on weather and traffic conditions.
• Orders that incur additional shipping charges may take longer to ship.

Disclaimer regarding estimated shipping dates

• Regarding product shipping, products may not be shipped on the scheduled date due to circumstances such as the shipping company, weather, time of year, or other factors. When ordering, please place your order early to allow ample time for delivery.
• The estimated shipping date may vary by a few days. If there is a range in the estimated shipping date, please use the longest estimated shipping date as a guide. In the unlikely event that there is a problem with your order, such as a significant delay in the estimated shipping date of your ordered item, we will immediately notify you by email.
• When ordering a pre-order item, regardless of the estimated shipping date posted on our store or notified by us, the estimated shipping date may be changed without notice due to circumstances at the manufacturer or supplier. The estimated shipping date notified by our store is only a rough guideline set by the manufacturer or supplier at the time of your order, and we cannot guarantee that the item will be delivered on the scheduled date. Please note.
  If there is a problem with your order, such as being unable to provide a pre-ordered item, we will notify you immediately by email. Also, if you have purchased a made-to-order product, we ask that you refrain from canceling your order due to a delay in the scheduled shipping date.

Important points to note regarding overseas product specifications

Since overseas products are designed and sold with the assumption that they will be used in the local country, please be sure to check the following points before purchasing.

About the nature of overseas and imported products

Our store mainly offers products that are sold in countries other than Japan.

*However, if the product description says "This product is sold in Japan," it is a product intended for use in Japan. Such products will have a separate statement on the product page indicating that they are genuine Japanese products, Japanese versions, or other Japanese specifications.

By their very nature, overseas and imported products are designed with specifications and functions that are suited to the local environment and requirements of each country (such as the United States or the United Kingdom). Therefore, problems may arise in which the product cannot be used or is difficult to use in other countries (such as Japan) due to different environments and requirements.

In addition, due to differences in inventory storage methods among local manufacturers and suppliers in each country, and the fact that individual items are shipped long distances or by air within each country, the product packaging may be damaged, such as dents, scratches, tears, or dirt, and the product itself may have minor scratches or dirt.

In addition, accessories for other products (e.g. smartphone cases) may not be compatible with equivalent models sold outside the country of sale, even if they are compatible with the product.

Our store cannot accept returns or refunds due to the nature of these overseas and imported products, so please be sure to check the manufacturer's website for sufficient information before purchasing or ordering, and if necessary, contact our store in advance.

The countries in which each product is sold are listed in the box above the product description on the product page, as follows:

Example (if the target country of sale is the United States):
[Note] This product is sold in the United States.

Differences from products for the Japanese market

Products sold in countries other than Japan may have different specifications and functions than those sold in Japan.

However, these differences are often not disclosed by manufacturers, and there are also cases where the manufacturer is unable to answer the question.
Please note that we may not be able to answer questions regarding differences between products for the Japanese market, so we would appreciate it if you could compare the specifications with those of products for the Japanese market on the manufacturer's website.

Please note that products that state "This product is sold in Japan" in the product description are products intended for the Japanese market.

Notes on product condition

All products listed and sold on this store are overseas products*, so the condition and quality of each product is strongly influenced by the culture of the local country.
*Except when there is a separate statement on the product page that the product is a genuine product for Japan, a Japanese version, or other product specifications for Japan.

Please rest assured that our store will never deliver "used" products even if the product page displays "new" as such.

Furthermore, due to the recent worsening international situation and the strengthening of international transport regulations (since January 2014), in accordance with the obligation to declare export goods from the local country to local customs and transport companies, even if the ordered product is sealed with a sticker or something, the product package may be opened and the contents may be inspected (not inspected) .
As a result, there may be obvious signs of having been opened on the "new" products delivered from our store.
For "new" products that have been inspected by local customs or shipping companies, we repackage and repackage them when we inspect them upon arrival at our store, and strive to recreate the condition they were in before inspection as much as possible.

Furthermore, even if no inspection is carried out by local customs or the shipping company, the product condition displayed on the product page is based on common sense in the country where the product is sold, and may be perceived as being in a different condition by customers outside the country where the product is sold, including Japan.

In our store, the condition of products will be classified as follows and listed on the product page.

<New>
Unopened and unused product in the same condition as when it was shipped from the manufacturer's factory

<Used item>
Products that have been actually used by customers for a considerable period of time are acquired and sold by suppliers (with signs of use, etc./opened and used)
Products that have actually been used by the customer for a considerable period of time are sold by the customer (with signs of use, etc./opened and used)

<Refurbished product>
Products that were determined to be in non-new condition due to defects, etc., have been inspected, repackaged, and re-determined to be in the same condition as new (there are signs of repackaging, a history of use, and operation has been confirmed).

<Artworks made from unused items>
Artworks made from products that were scheduled to be discarded because they could not be used normally due to external defects, partial damage, malfunctions, etc.

*Our store does not sell products in different conditions on different product pages (e.g., selling used products as new).
*Local manufacturers and suppliers check whether the products are in a condition that allows them to be sold or resold.

If the product delivered from our store (which is marked "New" on the product page) is not in the "New" condition listed in the table above, we ask for your understanding as this is due to the nature of imported goods and cultural differences. We also ask for your understanding and cooperation in using the ordered product carefully until the end.

If you are unsure whether the item you received (which is marked as "new" on the product page) is in "used" condition, or if you are unsure whether it is in "used" condition, please feel free to contact us with photos that show the condition of the item and we will check it for you.

If you have any concerns about the condition of the items you are planning to order, please feel free to contact us before placing your order.

Product price fluctuations, product descriptions and product images

In order to deliver overseas products safely and securely, our store takes the following measures regarding product price fluctuations and the provision of product descriptions and images.

Regarding product price fluctuations

The prices of the products listed on our store are constantly fluctuating due to the nature of overseas and imported products, as well as price revisions by overseas manufacturers and suppliers. In addition, for discontinued or discontinued products, there may be large price fluctuations in a short period of time when products are only available while supplies last.

As a result, the price of a product at the time of your order may differ (either higher or lower) from the price displayed on our store after you have previously viewed the product page or placed an order.

In such cases, unless a price adjustment is made in accordance with our store's " Terms of Use ," the price offered for the product will always be the amount stated at the time of order confirmation (as stated in the "Order Confirmation Email"), and no refunds or additional charges will be made for any price differences due to price changes after the order has been confirmed.
Please note that the total amount of your order will not be changed without your notification and consent. Even if the price on the order page increases after your order has been confirmed, you will always be charged the amount shown in the order confirmation email, regardless of your payment method, unless you are notified separately by our store before shipping the product and unless you agree to the price change.

Similarly, if we discover that a lower price is available before your order is confirmed, we may inform you separately and ask you to place an order at the new price. In this case, your original order will be cancelled.

We apologize for any inconvenience this may cause, but please understand that price fluctuations are a natural part of overseas products.

Accuracy of product descriptions and images

In order to deliver overseas products safely and securely, we strive to always update the product descriptions and product images on our store's product pages with the latest information.
However, changes to overseas manufacturers' specifications are often made without prior or subsequent notice to our store, and as a result, the actual product delivered may differ from the product description and product images.

In such cases, if the product's intended use or compatibility has changed as a result of a change in the overseas manufacturer's specifications, making it impossible to use normally, and as long as the overseas manufacturer or supplier approves, our store will handle the product as a factory defect whenever possible. For details, please see " Handling of factory defects ."

For the reasons stated above, we cannot guarantee the accuracy or reliability of the product descriptions and product images posted on this store. Please be sure to check the latest information on the product manufacturer's website before purchasing, and contact us if necessary.

Please note that if the product you received is different in model number, color, series, etc., it may be the wrong product. For details, please see " Handling wrong product ."

Prices, authenticity and warranty of overseas products

In order to deliver overseas products safely and securely, our store takes the following measures regarding the products we handle.

Pricing

Our store is not just a typical online store that offers low prices and simply delivers products, but our top priority is to deliver overseas products safely and securely, as well as provide comprehensive after-sales and customer support.

Our store brings together common services under the names below, providing the same convenience as shopping in Japan .

• Purchasing service for overseas products
• Import agency service for overseas products
• Repair and support services for overseas products

This means that all prices listed on our store include the following services and fees :

• Product warranty (for products with manufacturer's warranty / details )
• Product support fee (after-sales support/ details on how to use the product, etc.)
• Returns, exchanges, and initial defect support ( details )
• Local shipping fee
• International shipping fees
• Customs duties and consumption tax
• Other costs and fees required to deliver overseas products safely and securely

We set prices at the lowest possible level that allows us to provide various services at a level that satisfies and satisfies our customers, but as a result, our prices are higher than other stores or personal imports. Also, for some products, due to the policies of manufacturers and suppliers, we are forced to trade at the same price or close to that of general consumers, which is also a factor in the increase in product prices.

We charge approximately 10-20% of the product price (depending on the product) for various services such as product warranties and product support, and this is allocated to the actual costs of providing the product warranty and labor costs when using product support.

In addition, approximately 15% of the product price is collected by third parties other than our store as taxes imposed by the Japanese government and fees for various payment methods.

We apologize for any inconvenience this may cause, but we hope you understand that safety and peace of mind are included in the prices on our store.

Our store does not include any costs other than those necessary to deliver overseas products safely and securely in the product price. However, because pricing is done manually, there may be occasional incorrect prices. If you feel that a price is incorrect , please feel free to report the product to customer support . We will verify that the price of the product is correct.

When comparing prices with other retailers, please make sure they offer the same support and service as ours. If you find that the other retailer offers the same support and service as ours and our prices are higher , please feel free to report the item to our customer support team . We will review the pricing of the item.

Regarding the authenticity of the products we handle

In order to deliver overseas products safely and securely, our store has strengthened its checks on the authenticity of the products we handle.

All products listed on our store are sourced from the respective product manufacturers, local authorized dealers or authorized retailers to ensure a certain level of authenticity.
Additionally, when we arrange for delivery from a new supplier at the request of a customer, we conduct visual inspections at the local warehouse and during domestic inspections.

Please note that due to differences in local inventory storage and management methods, even genuine domestic products from overseas may have very simple packaging compared to Japanese products, and the packaging may have scratches or dirt.

Product warranty and support

In order to ensure the safe and secure delivery of overseas and imported products, we provide a product warranty on all products that come with a manufacturer's warranty . For details about the product warranty, please see the " Warranty Policy " topic.

Similarly, all products come with product support from our store . While personal imports require customers to contact the manufacturer themselves in a foreign language, our store handles inquiries directly with the manufacturer. We also maintain a database of product support information for each product, allowing us to respond accurately and promptly. For details on after-sales support, please refer to the " Product Usage/Questions " topic.

How to contact us

We are available to answer your inquiries 24 hours a day. Please contact us using the following methods.

We will usually respond to your inquiries within 1-2 business days (excluding weekends, holidays, and the New Year holidays).

Contact us by email

• Go to the contact page .
• Enter your name when placing your order in the " Name " field.
• In the " Email Address " field, enter the email address you used when placing your order or an email address where you can be contacted.
• Select the category that best suits your inquiry from " Inquiry Content ." If there is no applicable category, select "Other."
• Enter the details of your inquiry in the " Details " field.
• (Optional) If you need to explain your inquiry with photos or videos, please upload them to Gigafile or similar and enter the "Attachment URL."
• Press the " Submit " button.

Telephone inquiries

We are currently unable to accept inquiries by phone. We apologize for the inconvenience, but please contact us by email.