Do you have any questions?
If you have any questions or concerns, please feel free to contact us.
About Orders
About Orders
Q. Are your products genuine?
A. Yes, all products we handle are genuine products purchased through authorized domestic routes in Japan.
We do not handle any counterfeit or imitation products, so please feel free to use our store with confidence.
Q. Can I purchase pharmaceuticals and medical devices?
A. Yes. Our store holds a pharmaceutical sales license and a medical device sales license.
Pharmaceutical Sales License: No. 0622221534
Specially Controlled Medical Device Sales License: No. 4522222582
Within the scope of these licenses, our store can sell pharmaceuticals and medical devices.
Sales conditions may differ depending on the product, so please feel free to contact us if you have any questions.
Q. What payment methods are available?
A. We accept credit cards (VISA, MasterCard, JCB, AMEX and DISCOVER) and bank transfer.
If you use bank transfer, payment is made to Sumitomo Mitsui Banking Corporation or Rakuten Bank.
Therefore, please note that bank transfer information is mainly intended for customers in Japan.
Q. Can I purchase products that are not listed on the site?
A. Yes, it is possible.
We handle more than approximately 50,000 SKUs, and in some cases we may be able to order or advise on products not listed on the site.
If there is a Japanese medicine, supplement, or cosmetic product you would like, please feel free to contact us.
Shipping
About Shipping
Q. When will my order be shipped?
A. Products in stock are usually shipped within 0 to 1 business day after the order is placed.
For some products that are out of stock, shipping may take about 1 to 3 business days depending on restocking status.
We do our best to deliver as quickly as possible, but timing may vary depending on circumstances, so we appreciate your understanding.
Q. How long does delivery take?
A. The estimated delivery times are as follows.
・Yamato Transport (domestic delivery): 1 to 2 days (shipped from Tokyo, where our store is located.)
・EMS: 3 to 8 days
・DHL: 1 to 3 days
※Delivery may take longer than usual depending on the region, customs clearance status, and carrier congestion.
Q. Can I check the delivery status?
A. Yes, we will notify you of the tracking number by email after your order has shipped.
You can check the delivery status on each carrier's tracking service.
For overseas shipments, please check on the websites of Japan Post and the local post office (EMS).
Please note that it may take some time for tracking information to be updated, so if that happens, please check again after a little while.
Q. Can I specify a delivery time?
A. Yes, within Japan. You can specify the date and time within the scope of Yamato Transport's services.
For international shipments, we do not accept date and time specifications due to circumstances of the carrier and the destination region.
International Shipping
International Shipping
Q. Do you ship internationally?
A. Yes, we support international shipping.
We mainly ship using EMS and DHL.
Available shipping methods may differ depending on the destination country or region and the contents of the product.
Q. Do product prices include customs duties, consumption tax, and shipping fees?
A. For international shipments, the base product price does not include customs duties, Japanese consumption tax, or international shipping fees.
Japanese consumption tax is excluded at the time of order and is calculated automatically and displayed.
Shipping fees are calculated automatically based on the delivery destination at the time of order and displayed.
Q. Where are products shipped from?
A. All products are shipped from Tokyo, Japan.
Because products are managed and shipped within Japan, you can use our service with confidence.
Q. Will customs duties apply?
A. Customs duties and import taxes may be incurred depending on the system of the destination country or region.
In particular, tax may be imposed if you purchase large quantities exceeding personal use.
If customs duties are incurred, they will be borne by the customer, so please understand this in advance.
Q. Can I purchase pharmaceuticals overseas?
A. In some cases, yes.
However, depending on the country or region, there may be restrictions on the quantity or ingredients for importing pharmaceuticals.
If you are concerned, please check the import conditions of your country or region of residence in advance.
Q. How can I track my order after international shipping?
A. The tracking number is provided in the "Shipping Notification Email" sent after your order has shipped.
You can check it on the following carrier websites.
Yamato Transport: https://toi.kuronekoyamato.co.jp/cgi-bin/tneko
EMS：https://www.post.japanpost.jp/int/ems/delivery/link.html
(After arrival, you can check on the local post office website)
DHL：https://www.dhl.com/jp-ja/home/tracking.html
Returns & Exchanges
About Returns and Exchanges
Q. What happens in the case of incorrect delivery?
A. In the unlikely event that you receive a product different from your order, please contact us within 7 days of the product's arrival.
After confirming the details, we will respond with an exchange or refund.
When contacting us, providing your order number and a photo showing the condition of the product will allow us to respond more smoothly.
Q. What should I do if a product is damaged?
A. If damage is found when the product arrives, please contact us within 3 days of arrival.
After confirming the situation, we will respond appropriately, such as with an exchange or refund.
At that time, please provide a photo showing the damaged area.
Q. What about return shipping fees?
A. If the cause lies with our store, such as defective products, damage, or incorrect delivery, we will bear the return shipping fee.
As a general rule, return shipping for returns due to customer convenience will be borne by the customer.
Please be sure to contact us in advance regarding whether a return is possible.
Q. When will I be refunded?
A. When a refund is required, we generally process it within 7 to 10 business days after confirming the details.
However, the actual time it appears may vary depending on your payment method, card company, and so on.
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