Shipping policy

SITE POLICIES

DARUMARU ORDER & SHIPPING POLICY

Order & Shipping Policy

Effective Date: September 14, 2026

01Administration of Each Policy

When using this website (including browsing, account registration, and placing orders), please review the contents of our policies. Your agreement to each policy is established when you indicate your consent during the order process.

The content and policies of this website are prepared in Japanese, and versions in other languages are translations provided for reference. In the event of any discrepancy between the Japanese version and versions in other languages, the definitions and interpretation of the Japanese version shall prevail. However, where this treatment is restricted by mandatory consumer protection laws in your country or region of residence, such laws shall prevail.

02Order Acceptance

• We accept orders 24 hours a day, 365 days a year. However, payment providers may conduct system maintenance independently. Information about maintenance of the shop itself will be announced in the news section.
• Orders close at 10:00 a.m. on each business day, at which time processing begins. This deadline date is considered the order date.
• If you notice an error in your product or shipping address details immediately after completing your order, changes may be possible only if requested by the order deadline (10:00 a.m. on business days). Please contact us via the contact form or chat. Please note that we cannot accept changes involving a change in amount, such as adding products or changing quantities or shipping methods. Once order processing has begun, no further changes can be made.
• Please enter an address and name where the orderer actually resides and can receive deliveries from the carrier (forwarding services, business locations, and an agent's residence are not permitted).
• Please ensure that your customer information is entered accurately when placing an order. Shipping labels, invoices, and other documents are prepared based on the information you provide, so incorrect information may result in delivery failure.
• If you would like delivery within Japan, please enter your information in Japanese as a general rule.
• If you would like delivery outside Japan, please enter your address and name in English as a general rule. Addresses entered in languages other than Japanese or English may become garbled or lose information during delivery, which may prevent successful delivery. In such cases, we cannot provide compensation such as refunds or reshipment if the products are not delivered, returned, or lost. Thank you for your understanding.
• Your email address is important information used to send order confirmation and shipping notification emails, and to identify your order information when you contact us.
• After your order is completed, an order confirmation email will be sent to your registered email address. If you cannot find the email, please check your spam or promotions folder. If you still cannot find it, please contact us via the contact form. We also recommend saving the URL of the order completion page.
• If you have a coupon code, please enter it at checkout and confirm that it has been applied before completing your order. Coupon codes cannot be applied after an order has been completed. Coupon codes are subject to various terms of use, so please review them when obtaining the code.
• For food products (such as matcha and hōjicha), please check the storage instructions and best-before date stated on the package, and enjoy them as soon as possible. After opening, store tightly sealed and use as soon as possible.

03Shipping Schedule

• Orders are shipped within 5 business days, counted from the day after the order date. Business days are based on the Japanese calendar and do not include Saturdays, Sundays, public holidays, year-end and New Year holidays, or other logistics closure days designated by us.
• Please note that delivery may take longer than stated above due to logistics congestion or other circumstances.
• If your order includes out-of-stock or pre-order items, additional time may be required before shipment. These items cannot be cancelled after the order has been completed. However, as an exception, only the applicable item may be cancelled if it has not been restocked more than 2 months after the order date, or if production has ended while the order is pending.

04Available Delivery Areas and Estimated Delivery Times

We ship to numerous countries and regions. However, available delivery areas and shipping methods are subject to change at any time depending on local conditions and the circumstances of logistics providers.

By entering an accurate delivery address at checkout, you can check whether the area is eligible for delivery. Please note that countries and regions that do not appear as options for the delivery address are currently unavailable for shipping.

About Selecting a Shipping Method

• For countries and regions where multiple shipping methods are available, the order checkout page will display the shipping fee and estimated delivery time for each method (EMS, DHL, UPS, etc.), allowing you to choose. Depending on the destination country or region, only one shipping method may be available.
• If there is any difference between the estimated delivery time displayed at checkout and the time shown in the table below, please refer to the information displayed at checkout. All delivery times are estimates after shipment and do not guarantee an arrival date.
• We cannot accept changes to the shipping method after your order has been confirmed, as this would change the shipping fee. Before completing your order, please review the shipping fee and estimated delivery time before making your selection.
• Delivery arrangements vary by shipping method. EMS (international mail) is delivered through the postal operator in the destination country, and if you are unavailable, the package may be held at a local post office (and returned to Japan after the storage period expires). Courier services (DHL and UPS) are generally delivered in person.
• The coverage details and maximum compensation for loss or damage during delivery vary depending on the shipping method you select. For details, please refer to “06 Warranty.”

• Delivery times from shipment are estimates only and may vary depending on logistics and customs congestion. We cannot accept order cancellations, refunds, or discounts due to delivery exceeding the estimated period.
• For security reasons, delivery to military-related facilities (APO, FPO, DPO, etc.) is generally unavailable.
• Food import regulations vary by country and region. For how cases where customs clearance is not possible due to regulations in the destination country are handled, please refer to the Refund and Return Policy.

05Delivery Time from Shipment to Receipt

• Once shipment is complete, we will send you an email containing your tracking number. Please allow several hours for tracking information to appear before checking.
• Order tracking is provided as a guide and is not comprehensive. Depending on the destination region, tracking services themselves may not be available. After the package arrives in the destination country or region, checking the tracking information from the local carrier as well will provide a more accurate status.
  *For EMS, please see here for a list of postal operators in major countries. For courier services (DHL and UPS), please check each company's tracking page.
  *The tracking number provided at the time of shipment can be used across services.
• In some countries and regions, in-person delivery is restricted, and delivery may not be made unless you contact your nearest delivery office yourself. Please note that you may not receive notification of the package's arrival at the delivery office. If the storage period expires without you contacting the office to arrange collection, the package may be returned to the sender.
• For delivery status after shipment, please confirm and contact the carrier directly.
• If a package is returned due to prolonged absence, an inaccurate address, an incorrect recipient name, refusal to accept delivery, or similar reasons, you will be required to pay the shipping fee again if you wish to have it redelivered. Returned items will generally be disposed of approximately one week after they are received by our store, so please contact us promptly if you would like them reshipped. Please note that if an item is returned, cancellations or refunds cannot be accepted for any reason.
• Depending on the destination country, undeliverable packages may be disposed of locally rather than returned. Please note that in such cases, reshipment or refunds are not available.
• If there has been no progress in the delivery status for more than 30 days from the last update date, despite no action being required on your part (such as contacting local customs or the carrier), we may, at our discretion, deem the package lost and process a refund for your order.
  * However, this excludes cases in which the shipment is returned to the sender due to the expiration of the storage period, an unknown address, or similar reasons. If the product arrives after the refund process has been completed, you must promptly contact us, and we will invoice you again for an amount equal to the refunded product price and shipping fee.

06Compensation

• If you experience any issues regarding delivery or receipt, please contact the post office or carrier responsible for delivery directly.
• If a product is damaged during transit, you may apply for the carrier's compensation program. We will provide guidance on the required documents and procedures, but you must complete the application process yourself. Eligibility for compensation and the compensation amount will be determined based on the carrier's investigation results.
  * Dirt or damage to the packaging or product package that does not affect use of the product itself is not covered.
• Compensation for loss or damage during transit is limited to the scope of the carrier's compensation policy for the shipping method selected at the time of order. The maximum compensation provided by carriers is approximately ¥20,000 for EMS and approximately ¥10,000 for UPS and DHL. By paying an additional fee, insurance covering the full order amount may also be added. Please contact us before placing your order.
• If delivery cannot be completed due to circumstances attributable to the customer, it is not covered. Please refer to the Refund & Return Policy for details.
• Loss or theft after delivery has been completed, including after delivery to a mailbox, is not covered. Please report the incident to your nearest police station.

07What Happens if Delivery Cannot Be Completed

If any of the following circumstances apply, we will issue a full refund or reship the order.

1. If, after you place your order and while it is being prepared for shipment, delivery to the destination country or region becomes unavailable due to logistics circumstances, we will issue a full refund.
   * If the shipping method selected at the time of order becomes unavailable and shipment by another method is possible, you may choose to change the shipping method after settling the difference in shipping costs, or receive a full refund.
2. If, after your order has been shipped, customs in the destination country refuses customs clearance following an inspection and the order is returned to Japan, you may request a full refund or reshipment (in this case, the reshipment cost will be borne by our store).
   * However, if it is expressly stated that customs clearance would remain difficult even after reshipment, only a refund will be provided.
   * Customs clearance failures due to circumstances attributable to the customer, such as refusal to pay customs duties, are not eligible.

• Delivery failures caused by circumstances attributable to the customer other than those stated above (for example, an incomplete address, recipient absence, or refusal to accept delivery) are not eligible for refunds or reshipment. Please review the Refund & Return Policy for details.
• Once a parcel has cleared customs, neither our store nor the carrier can conduct investigations or intervene across national borders. For delivery and receipt after customs clearance, you must contact and consult directly with the local carrier.

08Product Prices and Taxes

• All orders placed on this website are processed in Japanese yen.
• Prices converted into other currencies displayed on the website are for reference only. Please check the actual exchange rate with your credit card company.
• Selling prices may vary depending on the destination country or region. Prices displayed on product and cart pages are based on an estimated destination country determined from your device's internet connection; however, the country may not be correctly identified depending on your browser or network environment.
• You can confirm the exact final payment amount, including shipping and currency conversion fees, by entering your shipping address at checkout.
• For orders shipped outside Japan, Japanese consumption tax is not collected at checkout, as export tax exemption applies.
• All orders are shipped from Japan. For customers, this constitutes a personal import. In many countries, quantities within the scope of personal use are tax-exempt and no customs duties apply; however, customs duties or fees may be charged at the discretion of customs.
• Taxes and fees imposed by the destination country or customs are the customer's responsibility, regardless of their name (including VAT, sales tax, customs duties, customs clearance fees, and customs inspection fees). When using courier services (DHL or UPS), any advance payment fees charged when the carrier pays taxes or other charges on your behalf are also the customer's responsibility. For details, please contact your local customs office.
• If you refuse to pay these charges, your order will be discarded or returned to Japan at the discretion of customs. If discarded, it will not be eligible for any compensation. If returned to Japan, no refund can be issued; reshipment is only possible upon payment of the reshipment shipping fee.

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