Frequently Asked Question
Should you have any questions regarding our products, are having trouble with placing an order or just need some help with something you bought, please contact us at the email address at the bottom of the page.
We always endeavor to respond to questions within 24 working hours or less, however some inquiries may take longer. All correspondence and contact details are held in the strictest confidence and are never passed on to third parties.
For other iniquiries you may reach us at firstname.lastname@example.org or visit our contact page.
Yes, absolutely. Simply enter in the address you wish to have your order shipped during checkout and we'll be sure to send it there. Please note, for purchases made on other market places (e.g., Amazon, eBay, etc) we are only able to ship to the address you have registered on your account
About 2-3 weeks worst case, usually less. Orders usually take 10-15 working days for free shipping and 5-7 working days for priority airmail (plus 1-3 working days handling time). This varies depending on Customs and postal volume in your region, please check local conditions for more information. During periods of high volume it may be longer. For details please visit our policy page by clicking here.
Unfortunately no. As mentioned on the listing, parcels sent do not come with tracking numbers and are only available when purchased during checkout. Please note that parcels with tracking numbers are also registered post (i.e., sign-for). Please see our policy page for more details by clicking here.
Yes we do. We ship orders via air mail to all worldwide destinations serviced by Japan Post or UPS (available upon request). Please see our policy page for more details by clicking here.
Yes. You can enter your telephone number in the shipping address. Don't forget to type the a prefix (e.g., 'Tel:') before your number to avoid confusion with the post office.
Yes. We generally combine orders wherever possible, however, orders of more than one item that exceeds two kilograms (4.41lbs) are usually sent in separate packages owing to postal restrictions. This does not apply to a product purchased as a single item that exceeds two kilograms. For more info please go to our policy page by clicking here.
We're very sorry if you've received a defective or broken item. Please do not throw the item or its packaging away and send us a clear photo of the whole item and a focused photo where the damage is to us via the contact form below, and we'll be happy to help. Please note, we cannot process any returns without a photo of your damaged or defective item so please send us the photo first. There may be instances where we will request you return the item, so please hang onto it.
We're very sorry you've received an incorrect item. Please be assured we will send you the item you ordered. Please prepare an in-focus photo of the incorrect item you received and contact us via the contact form below, so that we can send you the correct item as quickly as possible. Again, we're very sorry for the error and will work to make it right.
We're sorry if you're having difficulty. Please ensure you're following all the directions available on the original product listing, our YouTube channel is also a great help resource: https://www.youtube.com/goodsjapan If you're still having difficulty please contact us via the contact form below and we'll do our best to help.
All out items that require instructions have general instructions on the product listing (the page where you purchased your item from). Please go back to the page where you purchased your item to find details on how to use it, there will also be videos showing how to use your product. Our YouTube channel is also a great help resource with many instructional videos: https://www.youtube.com/goodsjapan
The vast majority of our products are Japanese made. However, we have several quality products that are for the Japan market, but quality made in other countries. Please be assured this does not detract away from the quality of the item. If an item is not made in Japan it will be mentioned on the product description in the listing.
We do not charge any Import duties, taxes, and charges in the price of our items or shipping costs (if any). These charges are the buyer's responsibility. Please check with your country's customs office to determine what these additional costs will be prior to making your purchase. Please note, we cannot falsify customs declarations forms in any way.