Shop Policies
ORDER & Shipping POLICies
ORDERS
Due to a variety of shipping-related issues, we are now only receiving orders via our Contact Us form or by email. Please include the product name, number of pieces, and shipping country when placing your order. We will then follow-up with confirmation of your order and payment details. Our available payment options are via Credit Card (via a secured payment link), Pay Pal and Bank Transfer.
SHIPPING POLICIES
Domestic Shipping
For delivery within Japan, all of our products are available without exception. All domestic shipments are handled by Japan Post EMS service, with 2-4 day delivery service across Japan. Parcel tracking numbers will be provided.
International Shipping
For international orders, please see our Shipping Guide for details about your country's excluded items. All international shipments are made via air service with parcel tracking numbers provided whenever possible. Due to the Coronavirus situation, international shipping is constantly changing and we will update our systems to stay current with the changes. Below is the international orders shipping method priority list:
1st Priority: EMS International Shipping
The most economical international shipping option is provided via Japan Post. Currently includes most of NE Asia, SE Asia, and Europe, as well as some countries in the Americas, Oceania, and Africa. We are expecting a resumption of EMS services to about 10 currently suspended countries - including the United States, Canada, and Australia - starting from July 2021. Delivery typically takes 3-6 days worldwide.
2nd Priority: UGX International Shipping
The next best option is provided via Japan Post in collaboration with FedEx, for countries wherever EMS service is not currently available. We are expecting UGX services to be available to about a dozen countries starting from June 2021. Delivery typically takes 3-6 days worldwide.
3rd Priority: Private Courier International Shipping
The final option is provided via Yamato Transport wherever EMS and UGX services are not currently available. Delivery typically takes 3-11 days depending on the destination. Unfortunately, Yamato Transport does not allow for food item delivery, so all food items are not available for countries requiring this shipping service. Please see our Shipping Guide for details regarding your country's delivery options.
Excluded Countries: Delivery Unavailable
Countries that do not appear in our Shipping Guide are unfortunately excluded from delivery at this time. The Shipping Guide will be regularly updated as shipping conditions change, with the expectation that normal shipping conditions worldwide will resume in the near future. Countries unavailable for shipping will also not be displayed at the checkout page when entering the shipping address. We regret any disappointment caused.
If you have any questions or concerns, please do not hesitate to contact us. Thank you for supporting Hokkaido's best small businesses!
Due to a variety of shipping-related issues, we are now only receiving orders via our Contact Us form or by email. Please include the product name, number of pieces, and shipping country when placing your order. We will then follow-up with confirmation of your order and payment details. Our available payment options are via Credit Card (via a secured payment link), Pay Pal and Bank Transfer.
SHIPPING POLICIES
Domestic Shipping
For delivery within Japan, all of our products are available without exception. All domestic shipments are handled by Japan Post EMS service, with 2-4 day delivery service across Japan. Parcel tracking numbers will be provided.
International Shipping
For international orders, please see our Shipping Guide for details about your country's excluded items. All international shipments are made via air service with parcel tracking numbers provided whenever possible. Due to the Coronavirus situation, international shipping is constantly changing and we will update our systems to stay current with the changes. Below is the international orders shipping method priority list:
1st Priority: EMS International Shipping
The most economical international shipping option is provided via Japan Post. Currently includes most of NE Asia, SE Asia, and Europe, as well as some countries in the Americas, Oceania, and Africa. We are expecting a resumption of EMS services to about 10 currently suspended countries - including the United States, Canada, and Australia - starting from July 2021. Delivery typically takes 3-6 days worldwide.
2nd Priority: UGX International Shipping
The next best option is provided via Japan Post in collaboration with FedEx, for countries wherever EMS service is not currently available. We are expecting UGX services to be available to about a dozen countries starting from June 2021. Delivery typically takes 3-6 days worldwide.
3rd Priority: Private Courier International Shipping
The final option is provided via Yamato Transport wherever EMS and UGX services are not currently available. Delivery typically takes 3-11 days depending on the destination. Unfortunately, Yamato Transport does not allow for food item delivery, so all food items are not available for countries requiring this shipping service. Please see our Shipping Guide for details regarding your country's delivery options.
Excluded Countries: Delivery Unavailable
Countries that do not appear in our Shipping Guide are unfortunately excluded from delivery at this time. The Shipping Guide will be regularly updated as shipping conditions change, with the expectation that normal shipping conditions worldwide will resume in the near future. Countries unavailable for shipping will also not be displayed at the checkout page when entering the shipping address. We regret any disappointment caused.
If you have any questions or concerns, please do not hesitate to contact us. Thank you for supporting Hokkaido's best small businesses!
order fulfillment
Once an order is placed, an email will be sent with the expected date of order fulfillment & shipment. We always prioritize existing orders and expedite order fulfillment & shipment. However, many of our items are not kept in stock and only after an order is made will stock from our local partner producers be shipped to our office. Upon order fulfillment & shipment, another email will be sent to confirm the shipment and provide parcel tracking information.
For Food items, most products are requested from our local partner producers only after an order is made so we can provide the freshest possible products to our customers. Although this sometimes results in slower order fulfillment times, we believe that freshness matters. All of our food items have a minimum 90-day best-by period, while some items (such as teas, dried goods) can be stored for a year or more.
For Craft items, most products are requested from our local partner producers only after an order is made, and items with personalized engravings or other customizations may require additional fulfillment time for the craft makers to complete. An email will be sent regarding fulfillment times once we connect with our local partner producers.
For Food items, most products are requested from our local partner producers only after an order is made so we can provide the freshest possible products to our customers. Although this sometimes results in slower order fulfillment times, we believe that freshness matters. All of our food items have a minimum 90-day best-by period, while some items (such as teas, dried goods) can be stored for a year or more.
For Craft items, most products are requested from our local partner producers only after an order is made, and items with personalized engravings or other customizations may require additional fulfillment time for the craft makers to complete. An email will be sent regarding fulfillment times once we connect with our local partner producers.
Taxes, customs & VAT
Domestic Orders
Domestic consumption tax will be charged at checkout. There are no customs/VAT duties charged on domestic orders.
International Orders
100% exemption on Japanese consumption tax on all products shipped internationally.
Customs
With our due diligence, customs issues for our products are rare in the countries of delivery. In the event of customs charges/issues, the responsibility rests with the customer. In the event that a parcel is rejected outright by customs officials in the country of delivery (e.g. the parcel does not clear the custom's inspection and is automatically retuned to Japan), the customer will not be liable for reshipping charges. In the event that rejected items must be removed from an order before reshipping, a refund will be provided for removed items. Please note that product descriptions on each product page include details for countries where the product(s) are excluded from shipment, if applicable. We will continually update the exclusion lists as necessary.
Taxes/VAT
In the event of tax/VAT duties imposed in the country of delivery, the responsibility rests with the customer.
If you have any questions or concerns, please do not hesitate to contact us.
Domestic consumption tax will be charged at checkout. There are no customs/VAT duties charged on domestic orders.
International Orders
100% exemption on Japanese consumption tax on all products shipped internationally.
Customs
With our due diligence, customs issues for our products are rare in the countries of delivery. In the event of customs charges/issues, the responsibility rests with the customer. In the event that a parcel is rejected outright by customs officials in the country of delivery (e.g. the parcel does not clear the custom's inspection and is automatically retuned to Japan), the customer will not be liable for reshipping charges. In the event that rejected items must be removed from an order before reshipping, a refund will be provided for removed items. Please note that product descriptions on each product page include details for countries where the product(s) are excluded from shipment, if applicable. We will continually update the exclusion lists as necessary.
Taxes/VAT
In the event of tax/VAT duties imposed in the country of delivery, the responsibility rests with the customer.
If you have any questions or concerns, please do not hesitate to contact us.
Refunds & returns
We aim to provide the best products from Hokkaido's small businesses via trusted producers. Once products reach our office in Sapporo, we inspect them carefully prior to shipment.
Food, and Health & Beauty products unfortunately cannot be returned or refunded due to the nature of the products, unless delivery of these products occurs after the product's expiration/best-by date due to unforeseen shipping delays or otherwise. All requests for refunds must be received by email within 48 hours of delivery along with images that clearly show the unopened product(s) and printed expiration/best-by date(s).
Craft, Kids, and Outdoor products can be returned and refunded if damaged or faulty upon delivery. All requests for refunds must be received by email within 48 hours of delivery along with images that clearly show the fault/damage.
Upon our review & acceptance of a claim, the product(s) needs to be shipped back to our office in Sapporo at the sender's expense. After we receive the affected product(s) and confirm a claim, customers can choose one of the following:
Please note that we reserve the right to reject a refund claim in the case of suspicious or dishonest behavior.
Food, and Health & Beauty products unfortunately cannot be returned or refunded due to the nature of the products, unless delivery of these products occurs after the product's expiration/best-by date due to unforeseen shipping delays or otherwise. All requests for refunds must be received by email within 48 hours of delivery along with images that clearly show the unopened product(s) and printed expiration/best-by date(s).
Craft, Kids, and Outdoor products can be returned and refunded if damaged or faulty upon delivery. All requests for refunds must be received by email within 48 hours of delivery along with images that clearly show the fault/damage.
Upon our review & acceptance of a claim, the product(s) needs to be shipped back to our office in Sapporo at the sender's expense. After we receive the affected product(s) and confirm a claim, customers can choose one of the following:
- A full refund on the price paid for affected product(s) (refunded via customer order payment method)
- Exchange of product(s) (dependent on availability)
- Shop credit equal to the price paid for affected product(s)
Please note that we reserve the right to reject a refund claim in the case of suspicious or dishonest behavior.
Due to a variety of unpredictable shipping-related issues, we only accept orders via our Contact Form or email.
Once we confirm your order, you will receive an itemized invoice with payment details.
Payment options include Credit Card, PayPal, and Bank Transfer.
We're sorry for any inconvenience caused.
Once we confirm your order, you will receive an itemized invoice with payment details.
Payment options include Credit Card, PayPal, and Bank Transfer.
We're sorry for any inconvenience caused.