Shipping policy
Shipping Methods and Carriers
All orders are shipped from Japan. Orders to the United States are shipped via UPS. Orders to other destinations are shipped via Japan Post EMS, where available. Available destinations are shown at checkout.
Shipping Fees
We offer free shipping to all destinations available at checkout.
Customs duties, import VAT, and other applicable import taxes or fees are not included in the shipping fee or order total and are the responsibility of the customer.
Processing Time
Orders are shipped within three (3) business days of receipt (excluding weekends and Japanese public holidays).
Estimated Delivery Times
Estimated delivery times after shipment are as follows:
| Destination | EMS | UPS |
|---|---|---|
| East Asia | Approx. 4–7 business days | — |
| Southeast Asia | Approx. 5–14 business days | — |
| United States | — | Approx. 3–5 business days |
| Canada | Approx. 7–14 business days | — |
| Europe | Approx. 7–14 business days | — |
| South America and all other regions | Approx. 10–21 business days | — |
These delivery times are counted from the date of shipment and do not include the processing time described above.
Delivery may take longer than usual depending on the destination country or region, local holidays, peak seasons, weather, flight schedules, customs clearance, or other shipping conditions.
Tracking Your Order
Once your order has shipped, we will send you a shipping confirmation email with your tracking number. You can check the status of your shipment using the tracking number provided in this email or on your order status page.
- EMS: Track your package
- UPS: Track your package
International shipments may be temporarily held by local customs for clearance or inspection. In such cases, delivery may take longer than the estimated times shown above.
Duties, Taxes, and Customs
Our free shipping covers shipping costs only. Import VAT, customs duties, customs clearance fees, carrier brokerage fees, and other charges may apply depending on the regulations of the destination country or region. These charges are not included in the order total and are the responsibility of the customer. For shipments to the United States, duties, taxes, and UPS brokerage fees may apply even to low-value orders. UPS may contact you to collect these charges before or at the time of delivery.
During customs clearance, the local customs authority, shipping carrier, or local postal service may ask you to pay duties or import taxes, verify your identity, or provide additional information or documents. You may be contacted at the email address or phone number you provided when placing your order.
Until your package arrives, please keep an eye on your shipping confirmation email, any emails or notifications from the shipping carrier or local postal service, and the tracking information. These emails may sometimes be filtered into your spam or junk folder, so please check those folders as well.
If the required customs procedures or payments are not completed, your shipment may be held and delivery may be delayed. If no action is taken within a certain period, the package may be returned to the sender in accordance with local regulations or the carrier's policies.
Because customs clearance times are beyond the control of our store and the shipping carriers, the delivery times shown are estimates only and are not guaranteed. Thank you for your understanding.
Returned Shipments
If a package is returned to us because duties or taxes were not paid, delivery was refused, or the package was not collected, we will issue a refund for the order amount minus the return shipping costs and any fees charged to us by the carrier. Where applicable law requires otherwise, we will handle the refund in accordance with those requirements.
Lost or Damaged Shipments
If your package appears to be lost or arrives damaged, please contact us at th_border@toyamahamono.com with your order number and tracking number. For damaged items, please include photos of the item and packaging, and keep the packaging until the matter is resolved. We will review the shipment and, where appropriate, open an investigation with the carrier.
Order Changes and Cancellations
You may change or cancel your order as long as it has not yet been shipped. To request a change or cancellation, please contact us at the email address below and include your name and order number. This policy does not affect any rights you may have under applicable consumer protection laws.
Email: th_border@toyamahamono.com
