How long does it take for my order to arrive?
FAQ
How long does it take to receive the order?
Can I cancel, return or exchange an item?
As a general rule, we cannot accept cancellations of orders after the product has been shipped. You can cancel your order only before it is shipped.
In the case of a return due to the customer's convenience, the customer is responsible for the shipping fee at the time of return. If the ordered product is damaged or incorrect, please contact [otoiawase@kanaduya.jp] within 7 days after receiving the product. We will contact you by e-mail about how to return or exchange the product.
Can you issue a receipt?
Additionally, if you register as a free member , you can print receipts for shipped orders from My Page.
Customers who order by cash on delivery
Regarding receipts, we will use the cash-on-delivery receipt issued by the shipping company attached to the invoice in place of the receipt.
I haven't received my email.
When you place an order, we will always send you a confirmation email (subject: Confirmation of order details) from [info@kanaduya.shop]. If you are using a mobile phone email address or a free email address, emails from our store may be automatically marked as spam or rejected depending on your settings. If you do not receive an email from our store, please check your domain rejection settings.
About service contents
About shipping and delivery
Shipping fee (tax included)
Standard shipping: 800 yen nationwide (1,200 yen for Hokkaido and Okinawa) *Excluding large items
Kuroneko Yu-Packet: 350 yen nationwide (only for eligible products)
*Free shipping for purchases totaling 10,000 yen or more (tax included)
Shipping company
Yamato Transport Japan Post
*Orders in the "Courier" category will be shipped via Yamato Transport, and orders in the "Kuroneko Yu-Packet" category will be shipped via "Kuroneko Yu-Packet".
*Items in stock will be shipped within 1-3 business days of receiving your order ( excluding New Year's and Golden Week holidays).
*Shipping is from 9:00 to 15:00 on weekdays, excluding Saturdays, Sundays, and holidays.
Number of days from shipping to delivery
Standard shipping: 2-4 days
Kuroneko Yu-Packet: 3 days to 1 week *If the delivery address is far away or on a remote island, it may take longer.
※About pre-order items
If you purchase a pre-order item and a regular item in the same cart, your order will be shipped as soon as all items are available, so it will be shipped according to the item with the latest shipping date.
Please be aware of this.
About payment method
payment method
At Kanazuya Shoten, you can choose from the following payment methods.
- credit card
- Amazon Pay
- Apple Pay
- Google Pay
- Shop Pay
- LINE Pay
- Merpay
- PayPay
- Pay Later (Payday) (Convenience store, direct debit, bank transfer)
- au Easy Payment (auPAY)
- Rakuten Pay
- dPayment
- Cash on delivery
credit card
VISA, MASTER, JCB, AMEX
About Shop Pay
This is a payment service provided by the online shopping system "Shopify." If you register your email address and mobile phone number with Shop Pay, you can easily make payments the next time you make a purchase by simply entering the 6-digit Shop Pay code (SMS authentication) sent to your email address and mobile phone number, without having to enter your shipping address or credit card information again.
*For details about the service, please visit the Shop Pay official website .
Amazon Pay
This is a service that allows you to pay for products and services using the address and credit card information registered to your Amazon.co.jp account.
Apple Pay
This is a service that allows you to make payments in stores and online by registering your credit card or electronic money on your Apple device.
Google Pay
Google Pay is a simple and fast payment service from Google that can be used on Android devices.
About Pay Later
Paidy is a deferred payment service that allows you to shop without a credit card, just by entering your email address and mobile number. Multiple purchases can be paid for together by the 27th of the following month.
*For details about the service, please see the Paidy User Guide .
au Easy Payment (auPAY)
au Easy Payment is a payment service that allows you to pay for digital content, shopping, etc. purchased on your smartphone, PC, etc.
Payment methods include combined communication charges, au PAY card payment, au PAY balance payment, WebMoney or credit card payment.
Cancellation and change of order
Please contact us here .
Regarding refusal to accept cash on delivery payments
If the recipient of a product shipped via cash on delivery is unknown, absent for an extended period of time, or the recipient refuses to receive the product, the product will be returned to us.
In this case, regular return shipping fees (cash on delivery) will be charged for each item, and our company will incur losses such as shipping costs, packaging materials, and time spent on return procedures.
Therefore, if the product is returned to us due to reasons such as refusal (rejection) of the COD payment without a valid reason or expiration of the storage period, we will charge you the round-trip shipping fee, COD fee, packaging materials and return handling fee, and will not accept any future orders from you.
*Even if a product is marked as free shipping, we will cover the shipping costs, so we will charge you the actual shipping cost.
*This also applies if the product cannot be delivered due to reasons such as an unknown address.
*When placing an order, please be sure to check your address number, room number, etc. before registering your address.
Preventing fraudulent use of credit cards
In order to prevent fraudulent use of credit cards, we may take the following measures. Thank you for your understanding.
- If the "orderer's name" and the "card holder's name" are different, we may ask you to verify your identity (by email or phone).
- In addition, if the order is not made under your name and we are unable to contact you within a certain period of time, we may cancel the order.
- To prevent fraudulent use by third parties, we check the fraud prevention system and verify the card through the card company.
- If fraudulent use is discovered, we will submit order data and other information to the police, file a complaint, and register information about the fraudulent use in a shared database.
- If you register false information or information about another person as your personal information, or if there is any other unauthorized use, we will suspend the use of that account ID.
About membership registration
If you register as a member, you can shop more conveniently. You can check your past order history, print receipts, and register multiple delivery addresses on My Page. There is no registration fee, annual fee, renewal fee, etc. for membership registration.
About returns and exchanges
We cannot accept returns, exchanges, etc. However, we will return or exchange the product only in the following cases.
1. The item you ordered is different from the contents and quantity.
Please contact us within 7 days after receiving the item. We may not be able to accept returns after the product has been used, even if there is an error in the content of the product.
2. The product was defective (broken, scratched, defaced)
After contacting us, we will check if there is a replacement and if there is no problem with the replacement. Upon receiving the returned product, we will check the defective part and send a replacement product.
*Inquiries regarding product returns and exchanges will be accepted only by email or telephone.
*We cannot accept any cancellation of orders due to customer's convenience after the sales contract is concluded.
[Contact]
Kanazuya Co., Ltd. Strategy Promotion Office, General Affairs Department Address: 1-12-65 Ota, Gosen City, Niigata Prefecture 959-1825
TEL: 080-6253-6146
Fax: 0250-42-6015
E-mail: otoiawase@kanaduya.com
*Telephone reception is available from 9:00 to 18:30 on our business days, excluding Sundays, national holidays, year-end and New Year holidays, etc.