1. SHIPPING & DELIVERY POLICY
We ship all orders from Japan. The packages are sent promptly after receiving your payment.
All our packages are very well protected! We pay particular attention to packaging. Items are wrapped in bubble wrap or other similar means, and then secured in a solid cardboard box, so you can buy any item with confidence that it will not be damaged.
Packages will be delivered using Japan post. One of the most reliable and dependable shipping services in the world.
- International delivery 1 – 3 weeks after shipment
+ Shipping prices worldwide :
- —– 100g : ¥120
- —– 500g : ¥580
- —– 1kg : ¥1 160
- —– 2kg : ¥2 080
Express Mail Service (EMS)
Packages will be delivered using express mail service (EMS). One of the most reliable and dependable shipping services in the world.
- International delivery within 3 – 8 days of shipping.
- All packages are insured
- Online tracking available
+ Shipping prices worldwide :
- —– 500g : ¥1500
- —– 1kg : ¥2 400
- —– 2kg : ¥4 000
2. ORDER STATUS & TRACKING
All orders placed from Monday to Friday (excluding public holidays) will be processed and shipped within 2 working days upon confirmation of payment, from our warehouse. This could vary with circumstances such as online security checks, shipping restrictions, payment authorization, packing and dispatching of order. An email confirmation will be sent for all orders once received.
Delay and Delivery issues
We prepare all orders as fast as possible; however, once the package has been sent, delivery time depends fully on the postal service and customs of your country, and we cannot take any subsequent action in the transportation and delivery process after shipping.
If you chose EMS, your order shall reach you within 10 days. Please note that you can track your package anytime by using the tracking number and URL we provide in an automated email after we ship it. If your package is being held up for some reason, details will be displayed on the tracking website.
If you chose Economy SAL, it is not possible to track your package once it leaves Conbini. Postal services usually deliver the package within 3 weeks, but it is not unusual to have some delay in delivery due to customs checks or problems arising at your local post office.
If your package still has not been delivered after 3 weeks, you should first check your Conbini account and make sure you entered a valid postal address. If you made a mistake in entering your address, we recommend that you contact your nearest post office for further information. On our side, we are unable to change your address once your package has been sent. If your address is valid, please make sure your package is not waiting for you at the post office, because it is not unusual to miss the delivery attempt notification if you were not available at the time of a delivery attempt. Make sure to notify your post office that your package comes from Japan and that no tracking number has been provided by the Japan Post Service.
If you did not receive your package after 4 weeks, it might have been returned to Japan. This happens when your local post office has difficulty trying to reach you or if you did not retrieve your package from the local post office in time. (Post offices usually keep a package for 2 or 3 weeks before they send it back.) In that case, your parcel might need 1 to 3 months from the original shipping date to return to our office in Japan. We will contact you at that time to discuss resending your package. Please note that you might have to pay the postage fee again, depending on the reason of return.
Although a rare occurence, if your parcel got lost, stolen, or delivered to the wrong person, we will not be able to help you if you chose the uninsured Economy SAL for your purchase. However, if you chose EMS, you can always make an insurance claim to your nearest post office in order to use the insurance provided by the carrier. In that case, be sure to provide your tracking number.
– Less than 1% of Conbini packages are returned to Japan. Of 10 returned packages, 7 are returned due to being “unclaimed,” usually because the addressee did not find the delivery attempt notice left by the mail carrier. 2 are returned because of an invalid address, and 1 is returned for other reasons.
– Less than 0.1% of our packages are lost by the postal service. In that case, we cannot provide further information on the status of your package. In order to avoid delivery issues, we recommend to add as much information as possible in your shipping address, including phone number, door digital code, etc., especially when using the EMS.
3. TAXES, DUTIES & TARIFFS
Customs and duty
Customs fees and taxes may be applied to packages sent from Japan. We have no control over whether the fees are applied or not.
Fees vary depending on the destination country. Taxes are calculated based on the total price of the package contents + shipping costs, and possibly added fees.
France : 19.6%
Canada : 14%
Belgium : 21%
Switzerland : 8%
USA: No tax on an amount less than $200
With regard to import restrictions, please be aware some of our items may be rejected by customs in your country. We ship our products globally, and while a product may be accepted by one country, it could be rejected by another. For example, the U.S.A. may reject meat- or poultry-derived products. As customs policies can change frequently, please check with your country’s authority on food imports if an item will be cleared by customs or not.
All fees, taxes, and customs procedures are the responsibility of the recipient.
4. MODE OF PAYMENTS
We currently accept payments via PayPal only. This is the most secure and widely used payment system in the world. Please visit www.paypal.com for more information. Credit cards will be accepted in the future, but only after our servers are known to be secure. Your credit card information will never be sent to our site and will be processed by Stripe payments only. See Stripe.com for more details.