International Shipping: Shopping Guide and Returns
Important Information About Your Order
1. Customs Duties, Import Taxes, and Clearance Fees
Depending on the country where you receive the products, customs duties, import taxes, and customs clearance fees (collectively, “Customs Charges”) may be imposed at the time of importation. You, as a recipient of the products, are responsible, at your own cost and risk, for checking the applicable Customs Charges and for ensuring that such charges are properly paid. As the amount and treatment of Customs Charges vary by country, you should confirm the relevant details before placing an order.
2. Shipping Method
Products will be shipped to you from Japan via EMS (Express Mail Service) or another carrier designated by us. For regular sales (excluding pre-orders), delivery is generally expected within approximately 7 to 14 days from the date of shipment. However, delivery may be delayed depending on the destination country or region, as well as weather, transportation conditions, or other circumstances beyond our control.
Please note that:
- We are unable to accept requests for specific delivery dates or times;
- If EMS is unable to deliver to the specified address, you may be required to collect the package at a post office or another designated location.
For details regarding the shipping status, please contact the post office or the relevant carrier directly.
3. Shipping Fees
Shipping fees apply to all orders. The shipping fees are calculated based on the total shipment weight, which includes not only the product itself but also packaging materials (such as boxes and cushioning), in accordance with our prescribed shipping method. The shipping fees vary depending on the delivery destination and the number of products ordered.
4. Changes to or Cancellation of Orders
(1) Changes to Order Details
Once your order has been completed, you cannot change the order details (including product, size, or quantity) or add additional products. If you wish to make changes or add products, you will need to cancel the relevant order and place a new order.
(2) Cancellation of Regular Orders
If you wish to cancel your order, you must contact us before the earlier of:
- the time we send the “Shipping Information” email; or
- the time preparation for shipment of the product has been completed (the earlier of these times is referred to as the “Cancellation Deadline”).
If you request the cancellation before the Cancellation Deadline, please follow the procedure as specified below. If your request is received after the Cancellation Deadline, we will not be able to accept it. We appreciate your understanding.
Cancellation Procedure: To request a cancellation, please contact us through the “Inquiry Form” on our website before the Cancellation Deadline. When contacting us, you must provide the “Order Number” stated in the respective section of the “Order Confirmation” email sent when your order was completed.
Please note that:
- If you paid by credit card, please contact your card issuer regarding the status of any refund following cancellation.
- If you cancel pre-order products, please refer to the following Section 5 (Important Information About Pre-Orders).
5. Important Information About Pre-Orders
“Pre-orders” refer to sales in which you reserve products in advance through our online shop before the products arrive in stock.
Pre-order items will be shipped sequentially once they arrive at our facilities. As a result, delivery will take longer than for regular orders.
To prevent shipping errors, we do not accept orders that combine pre-order products and regular order products in a single purchase.
Payment is confirmed at the time we accept your pre-order. After that point, manufacture or other preparations for your order will begin in accordance with the reservation, and cancellations cannot be accepted for any reason.
6. Returns and Refunds
(1) Procedure and Eligibility for Returns and Exchanges
If a product is defective, damaged, or different from what you ordered, we will accept returns or exchanges only if you file a request within ten (10) days after delivery of the product.
If you wish to request a return or exchange, please contact us within the above period through the “Inquiry Form” on our website and send the product to the return address designated by us.
When contacting us, please provide the “Order Number” and “Product Name” stated in the respective sections of the “Shipping Information” email.
In case of exchanges, once the returned product has arrived and a replacement product becomes available, we will ship the replacement without delay. Please note that exchanges are subject to the availability of substitute stock. In such cases, we will bear the round-trip shipping costs and any payment processing fees.
(2) Refunds
If a return or exchange request meets the above conditions but we are unable to provide a replacement product due to lack of stock or other circumstances, we will issue a refund instead. Refunds will, in principle, be made using the same payment method used for the original purchase. In such cases, we will refund you the full amount paid for the order, including shipping charges.
(3) Situations Where Returns, Exchanges, or Refunds Are Not Available
We will not accept returns, exchanges, or refunds in any of the following cases:
- if you have not contacted us within the required period after delivery;
- if you request the return solely for your convenience (including, but not limited to, cases where the product is damaged or soiled due to your own actions, where the size, color, design, or material differs from your expectations, or where you placed the order mistakenly);
- if you return the product by a method other than that specified by us;
- if the product page or related materials indicate that the item is non-returnable;
- if the conditions for return or exchange specified by us are not satisfied.
(4) We (Saishunkan Pharmaceutical Co., Ltd.) reserve the right to make the final decision regarding eligibility for any return, exchange, or refund.