FAQ

Frequently Asked Questions

Have a question? You may find the answer below. If not, please contact us and we'll get back to you within 2 business days.

Orders & Payment

What payment methods do you accept?
We accept major credit cards (Visa, Mastercard, American Express) and other payment methods displayed at checkout. All transactions are processed securely.

Can I change or cancel my order after placing it?
We process orders quickly. Please contact us immediately if you need to make changes. Once an order has been shipped, we are unable to cancel or modify it.

Will I receive an order confirmation?
Yes. A confirmation email will be sent to the email address you provide at checkout. Please check your spam folder if you do not receive it within a few minutes.

Shipping

Which countries do you ship to?
We currently ship to Malaysia, Singapore, and Thailand. We are working to expand to other countries in the future.

How long does shipping take?
Estimated delivery times are 4–8 business days for Singapore, 5–10 business days for Malaysia, and 6–12 business days for Thailand. These are estimates and may vary.

How much does shipping cost?
A flat shipping fee of ¥3,500 applies to all orders. This covers EMS (Japan Post Express Mail Service) delivery from Japan.

How can I track my order?
Once your order is shipped, you will receive a confirmation email with your EMS tracking number. You can track your package at Japan Post International.

Do I need to pay import duties or taxes?
Import duties, customs fees, and local taxes are the responsibility of the buyer and are not included in our prices. We recommend checking with your local customs office if you are unsure about applicable charges.

Products

Are your products authentic?
Yes. All products sold in this store are 100% authentic, Japan-manufactured goods sourced directly from certified Japanese manufacturers. Please see our Authenticity Guarantee page for more details.

Are your products safe for use in my country?
Our products are manufactured and certified to Japanese safety standards (PSE, JIS, etc.). Please verify local regulatory requirements before purchasing, as standards and voltage specifications may differ by country. If you have questions, please contact us before ordering.

Can I order products not listed on the store?
We may be able to source specific products on request. Please contact us with the product name or model number and we will check availability.

Returns & Refunds

What is your return policy?
We accept returns for damaged, defective, or incorrectly shipped items within 7 days of delivery. Please see our Return & Refund Policy for full details.

My package arrived damaged — what should I do?
Please photograph the damaged packaging and item immediately and contact us within 48 hours of delivery. We will work with you to resolve the issue promptly.

Wholesale & Business Orders

Do you offer wholesale or bulk pricing?
Yes. We offer special pricing for wholesale partners. Please visit our Become a Wholesale Partner page for more information.

Other

I have a question that isn't answered here.
Please contact us. We are happy to help and respond within 2 business days (Monday – Friday, Japan Standard Time).