Q1. I received a shipping notification, but my package has not arrived. What should I do?
A. Packages shipped via Japan Post are delivered by your local postal service. In some countries, missed-delivery notices or customs notifications may not always be provided. Please check your tracking number on the Japan Post website and contact your local post office directly to arrange redelivery or pickup.
Q2. USA Buyers – Import Duty Notice
A. As of August 29, 2025, the United States has suspended the de minimis duty-free exemption for commercial imports under $800. Under the International Emergency Economic Powers Act (IEEPA), US buyers are subject to import duties per item. To make the process easier for you, we collect applicable import duties at checkout so you will not be charged again upon delivery.
Q3. What is 賞味期限 (Shoumikigen) printed on the package?
A. 賞味期限 is the “Best Before Date.” It indicates the date until which a product is guaranteed to taste its best, as intended by the manufacturer. The product does not immediately spoil after this date. We only ship products with a remaining shelf life of at least 2 months.
Q4. What is 消費期限 (Expiration Date) printed on the package?
A. 消費期限 is the expiration date, typically used for fresh or perishable products. We do not recommend consuming the product after this date. We only ship products with a remaining shelf life of at least 2 months.
Q5. Will the item I order definitely be in stock?
A. We operate on a made-to-order basis, sourcing items after your order is placed. While we do our best to fulfill every order, there may be rare cases where an item becomes unavailable. If this happens, we will contact you promptly and offer either a full refund or a suitable substitute.
Q6. Do you sell Japanese chocolate products?
A. Yes, we do! Please be aware that chocolate can melt during shipping, especially in warm weather. Most chocolate products begin to melt at around 82°F (28°C) – 84°F (29°C). We recommend considering this when ordering during summer months or shipping to warmer climates.
Q7. Are all your products made in Japan?
A. Yes. All of our products are manufactured in Japan and sold exclusively in the Japanese domestic market, making them authentic Japan-only items.
Q8. Are all prices in Japanese Yen?
A. Yes, all prices are listed in Japanese Yen (JPY). We recommend checking the current exchange rate before placing your order. You can use Google or any currency converter to get today’s rate — for example, searching “JPY to USD” will show you the latest conversion.
Q9. How do you pack the snacks?
A. We ship items in either a envelope or a cardboard box, depending on the contents. Fragile or crumbly items are always packed in a cardboard box to ensure they arrive in great condition.
Q10. Do you offer bulk discounts?
A. Yes! We offer the following discounts based on your order subtotal:
Order Subtotal (JPY) Discount
¥10,001 – ¥20,000 5%
¥20,001 – ¥30,000 10%
¥30,001 or more 20%
Q11. Can you source an item that is not listed on your website?
A. Yes! If you are looking for a specific Japanese snack that you cannot find on our site, please contact us via our Contact page. We will do our best to locate it for you.
Q12. What payment methods do you accept?
A. We accept Credit Card and Apple Pay, processed securely through Stripe. Please note that we do not accept PayPal.
Q13. When will my credit card be charged?
A. Your credit card will be charged at the time you place your order.
Q14. Where is my credit card information stored?
A. Your payment information is stored securely by Stripe, a PCI-compliant payment processor. We do not store any credit card details on our servers.
Q15. Do you offer international shipping?
A. Yes, we ship worldwide! All packages are shipped via Japan Post using Air Mail or EMS (Express Mail Service).
Q16. Can I track my package?
A. Yes. Once your order is shipped, you will receive a tracking number by email. You can track your package on the Japan Post website or through your country’s postal service tracking system.
Q17. How is the shipping fee calculated?
A. Shipping fees are calculated based on the total weight of your package and your delivery destination. You can see the exact shipping cost on the Cart or Checkout page before completing your purchase.
Q18. I am currently traveling in Japan. Can you deliver to my hotel or a temporary address?
A. It may be possible depending on your length of stay and our sourcing timeline. Please contact us with your hotel address and the dates of your stay, and we will let you know if delivery is feasible.
Q19. Can I place an order online and pick it up at your store?
A. Unfortunately, we do not have a physical store, so in-person pickup is not available. All orders are shipped directly from Japan to your address.
Q20. How long does it take for my order to be shipped?
A. Since we source items after your order is placed, orders are typically shipped within 5–14 business days. If you order multiple items, we will consolidate them and ship everything together once all items are ready. You will receive a shipping confirmation email with your tracking number as soon as your package is dispatched.
Q21. How long does delivery take?
A. Estimated delivery times after shipment are as follows:
Air Mail: approximately 7–30 days
EMS (Express Mail Service): approximately 7–14 days
Please note that delivery times may vary depending on your location and local customs processing.
Q22. I placed an order but have not received a shipping notification yet. What is happening?
A. Thank you for your patience. Because we source items after each order is placed, it typically takes 5–14 business days before your order is ready to ship. Once your package is dispatched, you will automatically receive a shipping confirmation email with your tracking number. We appreciate your understanding.
Q23. Who is responsible for import duties, VAT, and other taxes?
A. Import duties, VAT, and any local taxes or customs fees are the responsibility of the buyer and are not included in our item prices. We recommend checking with your country’s customs office before placing your order to understand any applicable charges. These fees are typically collected by your local shipping carrier or customs office upon delivery.
Q24. What happens if I refuse to pay import duties and my package is returned to Japan?
A. If a package is refused at customs or returned due to unpaid import duties, we are unable to issue a refund. Return shipping costs and any associated customs fees will be deducted from the order value. We strongly encourage all customers to check their country’s import regulations before ordering to avoid any unexpected charges.
Q25. Can you mark the package as a gift or undervalue the contents?
A. We are required by law to accurately declare the contents and value of all shipments. We cannot mark packages as gifts or undervalue merchandise. This applies to all international shipments under US and international customs regulations.
Q26. What is your return and exchange policy?
A. All sales are final. We do not accept returns or exchanges unless you receive the wrong item. In that case, please contact us immediately and we will arrange a return at no cost to you and send the correct item.
Q27. Can I cancel my order?
A. You may cancel your order before it enters processing. Once your order status changes from “On Hold” to “Processing,” we are unable to accept cancellations or make changes to the order. If you need to cancel, please contact us as soon as possible after placing your order.
Q28. My package was returned to Japan because I was unable to receive it. Can you resend it?
A. Yes, we can resend your package. Please note that an additional shipping fee will apply for the reshipment. Please contact us to arrange this.
Q29. Do you have a physical store in Osaka?
A. We are an online-only store and do not have a physical retail location. All orders are processed and shipped directly from Japan. We are unable to accommodate in-person visits.
Q30. I have not received my order confirmation email. What should I do?
A. Order confirmation emails are sent automatically after purchase. If you have not received one, please check your spam or junk mail folder first. Some email providers, including Hotmail/Outlook, may block or filter our emails. For the most reliable delivery of our emails, we recommend using a Gmail address. If you still cannot find your confirmation, please contact us and we will resend it.
