Online Shopping Mall for Importing Japanese Products at Wholesale Prices

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Returns & Refunds

Refunds & Exchange

We do not accept returns or exchanges.

Defective / Damaged / Missing Items

We check carefully the item's condition at the time of shipping from each seller and SUPER DELIVERY warehouse. In case you receive defective, damaged, or missing items, we will issue refund to you. Please see If You Receive Defective, Damaged, or Missing Items for details.

If You Receive Defective, Damaged, or Missing Items

If you receive defective, damaged, or missing items, we will issue a refund to you.
Please use the online form below to contact us within 7 days of delivery.

Refund Requirements and Refund Amount

We will issue a refund only under the following circumstances.

If you received defective, damaged, or missing items and we could confirm it:

Completely damaged
we will issue a full refund of product price, shipping fee, and export handling fee.

Partially damaged
we will refund of product price, shipping fee (percentage), and export handling fee (percentage).

If you received wrong items:

Completely wrong
we will issue a full refund of product price, shipping fee, and export handling fee.

Partially wrong
we will refund of product price only.

Refund Request

Please use the online form to contact us within 7 days of delivery.
If the tracking information is not available after the arrival in the destination country, please contact us within 7 days of it.
If the tracking information is not available at all, please contact us within 14 days after the shipping email is sent.

Necessary Documents

  • Photo of external package used for shipping
  • Photo of carrier's waybill
  • 2 photos showing damaged/dirtied items
  • SD item code and number of damaged, dirtied, or missing items
  • Detailed description of item's condition

Consideration

  • We may not be able to issue a refund in the following cases:
    -- When you do not completely fill the form nor send the required documents.
    -- When you do not contact us within the specified period.
    -- When item is broken to an expected degree.
  • Incidentally, we will issue a refund for wrong items without changing it. Please be aware that you need to order it again if you need the item.
  • Please discard wrong/damaged items after you complete refund procedure.

Received damaged item or item is missing: Damaged Items Report
Received wrong item: Wrong Items Report

Please see About Refund for the refund process.

About Cancellation

You can request the cancellation of your order while its status is still Prosessing on your Order History. Please make request by pressing the cancel button. Please be aware that your order may not be canceled depending on progress of shipping process.
After your order become Shipping Soon on your Order History, we do not accept cancellation under any circumstances.

Please refer to your Order History for the delivery status.

Notes

Please be aware that we cannot cancel your order due to customer induced issues such as erroneous order (quantity, contents), customs duties, shipping fee, and delivery time.

About Refund

We will issue a refund only under the following circumstances

  • 1) When you received damaged, dirtied, or missing items, and we can confirm it.
  • 2) When you received wrong items
    Please see If You Receive Defective, Damaged, or Missing Items for details.
  • 3) When there is a difference between billing amount and your payment due to vendor's convenience such as change of order quantity. Or in case you overpay.

Refund Flow

1) When we can confirm that the product is damaged, dirty, or missing

Please use the online form. We will confirm your refund account via the insurance company and issue a refund to you.

2) If you received an item different from the one you ordered, each vendor will process a return process after you apply from the online form.

When the vendor completes the return process, you can check it in the email.

The refund flow differs depending on your payment method.

If you paid by PayPal.
Your refund will be issued when the vendor completes the return process.
Please refer to your PayPal account about the refund method.

If you used your credit card to place your order.
You will receive a credit on the day when the return is processed.
Please review your credit card statement issued by your credit card company.
The return method is in accordance with each credit card company's terms.

If you paid by telegraphic transfer
In accordance with 3)

3) When there is a difference between billing amount and your payment due to vendor's convenience such as change of order quantity. Or in case you overpay.

If refund amount is 10,000 yen and more.
We will confirm the account to which a refund will be made.
After confirmation, we will issue a refund after the 15th of each month until the end of the next month.
As you will be responsible for paying commission fees (3,000 yen/case), we will pay you the difference.

If refund amount is less than 10,000 yen.
We will apply it to the next payment by telegraphic transfer.

Consideration

  • You may receive billing once before receiving the refund.
  • There will be exchange diefference depending on the exchange rate.
  • You will be responsible for paying a commission fee by telegraphic transfer (3,000 yen/case)
  • The upper limit of a refund per shipping is the amount we charge you in Japanese yen.
  • We cannot refund for customs duties, value-added tax, and consumption tax in your country.