Questions? Ask Us
We always ship two business days after the order is placed, because the day after is used to confirm the order. So, for example, if you order on Tuesday, we will confirm the order on Wednesday and then ship on Thursday. Or if you order on Friday, we will confirm on Monday and ship on Tuesday.
Orders can be made at any time during the day right up to 11:59 p.m., but remember that this is all according to Japan Standard Time, so remember to check how it compares to your time zone. In the event of holidays, we will announce any shipping schedule changes.
We currently offer free shipping on all orders.
The amount that you pay to us at the time of purchase doesn't include your local customs duty and value-added tax, and whether these taxes will be added to your purchase is up to your local customs office.
These tariffs and VAT are created by your local customs authorities and applied based on the products classification and country that they're manufactured in, so if you have any questions please contact your country's customs office.
Yes, absolutely! To track your order, just click on the tracking number link in your shipping confirmation email which you will receive after we ship your order.
We have a full list of countries and regions we ship to here.
We're sorry that there are some areas where delivery isn't possible because they're outside of the delivery company's service area or for other reasons.
You should be able to expect your order within 7 to 10 business days, depending on your location. You can also find the estimated date of delivery by clicking the tracking number link in your shipping confirmation email.
We're sorry, we don't offer that service at this time.
We're sorry all items in a single order must be sent to a single address, but if you want to send items to multiple locations, you can do so by ordering them separately.
If the item you received is defective or incorrect, please contact us within 10 days of receiving it if you need an exchange. When sending back the item, make sure not to use it and avoid causing any scratches or other damage to it. Also make sure all the original packaging, accessories, labels, etc are included when sending it back.
Once we've confirmed the problem, we will prepare an exchange item that you can have confidence in. Unfortunately, we cannot offer refunds, except in the case that the item you're returning is out of stock.
We also do not accept exchanges or returns after delivery for personal reasons. If the order is canceled before delivery due to personal reasons, the shipping and other related charges will be deducted from the refund as appropriate. Once the item returns to our warehouse in Japan, any refund will be issued within 1-2 weeks after confirming that everything is correct. Also, any tariffs, duties, and other taxes in your country are not handled by Tsuchiya Kaban, so please check with your local tax authority for details.
In the case of refunds, credit card refunds will be based on the amount on the statement and PayPal refunds will be the amount after transaction fees are deducted. Also, in some cases depending on the settlement date on the customer's credit card refunds may not be sent until the following month, so please check with your credit card company for details.
In the event that we are unreachable for any reason, it may be possible to request an exchange beyond 10 days of receiving the products as long as the item is unused and undamaged.
You can learn more about our Exchange Policy on our website.
All you have to do is head over to our "Contact Us" page, fill out the form, and we'll get back to you as soon as possible with the next steps.
Unfortunately, we cannot accept returns for personal reasons after delivery, and when making returns the original shipping fees are non-refundable. We also cannot refund tariffs, duties, or other taxes applied by your country because they are not handled by Tsuchiya Kaban.
Refunds are issued within 1-2 weeks after the item returns to our warehouse in Japan and the item is found to be correct. In some cases, depending on the settlement date on the customer's credit card, the refund may be delayed until the following month. Please check with your credit card company for details.
When a refund is requested for personal reasons before the delivery is made, the amount of shipping and other related charges incurred will be deducted from the refund as appropriate. When the returned item arrives at our warehouse in Japan and is confirmed to be correct, we will issue a refund within 1-2 weeks.
Sure, as long as the request for editing or canceling is made before we ship it from Japan. However, once the product has shipped from our warehouse, we can no longer accept those requests.
We accept major credit cards (Visa, MasterCard, American Express). Also, we accept Shop pay and Apple pay.
Duties and taxes depend on the country you reside in and are not applied by Tsuchiya Kaban at the time of purchase. If you have any questions about these charges, please contact the relevant tax authorities in your country.
Yes, there may be. Depending on the tax system of your country and the product that you order, you may be asked to pay duties or VAT when you receive your order.
Credit card payments are processed as soon as they are confirmed by the bank. In the case of credit cards, you will be charged based on the date set between you and your credit card company.
We're sorry, but at the moment we can't offer gift services for online purchases, so when you send our items as a gift directly from our online store, the price will be shown on the invoice.
Once you complete the order process, a confirmation email is sent to the email address you provided. If you haven't received a confirmation email after 2 days, let us know on our Contact Us page and include the order number in your message and we'll help.
Yes, absolutely! To track your order, just click on the tracking number link in your shipping confirmation email.
Unfortunately, there is no option to pick up orders. All orders bought on our global online store are shipped directly to your address from Japan.
The easiest way is to head over to the page of the product you're interested in and check the sizes described on it. But if you can't find the info there, then you can drop us a line through our Contact Us page with your questions and we'll get back to you as soon as possible.
Sorry, we cannot offer customizations at this time.
Unfortunately, we do not offer warranties, but all orders from our global website undergo a thorough pre-shipment inspection and we do offer certain services regarding repairs. If you have any questions or concerns about our products before purchasing, feel free to get in touch with us through our Contact Us page and we can help.
We currently have 18 stores in Japan, 2 in Taiwan, and 1 in Hong Kong. Check out the Store Location section of our website for more details.
We also hope to have stores all over the world so we can greet our valued customers face to face everywhere! If you want to see a Tsuchiya Kaban store in your country, we'd love to hear from you. Let us know through our Contact Us page.
Unfortunately, we do not offer in-store returns or repairs. If a product you purchased is in need of repairs, you can go to our Contact Us page, fill out the form, and we'll get back to you as soon as possible to tell you what you can do next.
Absolutely! Paying in cash is no problem at our brick-and-mortar stores.
Still have questions?
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