COVID-19 Updates

Last updated: May 17, 2020

Our hearts go out to everyone during this difficult time. We hope you are all safe and well.

We will update this page with pertinent information as we go through this challenging time together.

 

PRODUCT AVAILABILITY

Some brands/products are temporarily unavailable for purchase.

 

NEW SHIPPING METHOD

Due to the impact of COVID-19, Japan Post, our primary shipping carrier, has suspended deliveries to over hundred countries until further notice. Therefore, we decided to offer DHL Express Shipping starting May 8th, 2020. This decision will provide a faster, safer and more guaranteed shipment option during these uncertain times as DHL has their own private fleet of airplanes.

DHL Express shipping is available from May 8th to the following countries:
Australia
Estonia
France
New Zealand
Singapore
South Korea
Switzerland
United Kingdom
United States

It may take us 7-10 business days to ship your order as we ensure the safety of our team during COVID-19. We apologize for the inconvenience.

 

DELAYS IN DELIVERY OF ORDERS SHIPPED AFTER MARCH 22

Updated May 17: We have taken the decision to issue a partial refund for orders that still haven't been delivered after 90 days of dispatch. All customers affected will receive an email in the next couple of days.

Some orders that were shipped by our Standard Shipping and Express Shipping after March 22nd, 2020 have been significantly delayed in transit. We sincerely apologize for the delay 

Due to reduced flight operations, packages that cannot be loaded have been stuck at Japan Post's International Exchange Office. Even though your tracking information hasn't been changed from "Posting/Collection", all packages have arrived at International Exchange Office, awaiting to be processed to destination countries.

For customers in United States: You may see the status "Label Created, not yet in system" on the USPS tracking service. This status message means your order was collected at Japan Post but hasn't been processed yet. The USPS online tracking information will be updated immediately once your package is ready to leave for your country.

We appreciate your continued patience if you're experiencing a delay in your shipment.

 

RETURNED PACKAGES

Some of the shipped packages were transferred back to our facility due to the delivery suspension of the Japan Post for certain destinations. We will get in touch with you once your package arrives back.

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