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FAQ
How long does it take to receive the order?
In-stock items will be shipped the same day if ordered before 4pm. However, we do not ship on weekends and holidays.
In addition, since the products are used together with the inventory of the store, it may take time to ship depending on the timing of the update. In that case, we will inform you of the delivery date by e-mail. Please be forewarned.
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?
It is possible to issue a receipt.
If you wish, please fill in the address in the remarks column on the cart screen and place an order.
For customers ordering by cash on delivery <br/>The cash on delivery receipt issued by the "transportation company" attached to the invoice will be substituted for 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 over 10,000 yen (tax included) *For large items such as snow dump trucks, additional shipping charges will be incurred even if the total purchase is over 10,000 yen.
delivery 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 note.
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
- LINEPay
- Merpay
- PayPay
- Pay later (payday) (convenience store, account transfer, bank transfer)
- au Easy Payment (auPAY)
- Rakuten pay
- cash on delivery
credit card
VISA, MASTER, JCB, AMEX
About ShopPay
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, the next time you make a purchase, you can simply enter the 6-digit Shop Pay code (SMS authentication) sent to your email address and mobile phone number, and you can enter your shipping address and credit card information. You can easily make payments without having to enter them again.
*For details about the service, please see the Shop Pay official website.
Amazon Pay
This service allows you to pay for products and services using the address information and credit card information registered in your Amazon.co.jp account.
Apple Pay
This service allows you to pay at stores or online by registering your credit card or electronic money on your Apple device.
Google Pay
Google Pay is Google's easy and speedy payment service that can be used on Android devices.
About deferred payment (payday)
Payday is a deferred payment service that allows you to shop with just your email address and mobile number, without the need for a credit card. You can pay for multiple purchases at once by the 10th of the following month.
*For details regarding the service, please see the Payday User Guide .
au Easy Payment (auPAY)
au Easy Payment is a payment service that allows you to pay for digital content, shopping, etc. purchased using a smartphone, PC, etc.
Payment methods can be selected from combined communication charges, au PAY card payment, au PAY balance payment, and WebMoney/credit card payment.
Regarding order cancellation/changes
Please contact us here .
Regarding prevention of unauthorized use of credit cards
In order to prevent unauthorized use of credit cards, we may take the following measures. please note that.
- If the "orderer" and "cardholder name" are different, we may ask you to confirm your identity (via email or phone).
- In addition, if the order is not in your name and we cannot contact you within a certain period of time, we may cancel your order.
- In order to prevent unauthorized use by third parties, we check the unauthorized use prevention system and verify the card through the credit card company.
- If unauthorized use is discovered, we will submit order data, etc. to the police, report damage, and register information on unauthorized use in a shared database.
- If a customer registers false facts or other people's information as personal information, or if there is any other unauthorized use, use of the account ID will be suspended.
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.