Question: Can I request a specific date for my delivery?
Answer: Yes, it is possible. You can enter your desired delivery date in the field SPECIAL INSTRUCTIONS FOR SELLER before placing your order. The following slots are available:
2pm - 4pm
4pm - 6pm
6pm - 8pm
7pm - 9pm
Answer: If we receive your order until 2pm, it will normally be shipped the same day. Orders placed after 2pm will be shipped the next business day. If we receive your order on Friday evening, we will ship the next Monday if there is no public holiday. Shipping usually takes 1 to 3 business days, but this also depends on the conditions of the shipping company (there might be delays especially around New Year and Obon) and where in Japan you are located.
Question: How do you ship my order?
Answer: All orders are shipped with Yamato/Kuroneko Cool Ta-Q-Bin to guarantee a continuous cooling chain. So your product will arrive at the same temperature as we send it out!
Question: How can I contact you?
Answer: The best way to contact us, is via our contact form. Our customer service is also available through telephone (8am-5pm).
Question: Which payment methods are available?
Answer: You can pay by credit card, convenience store payment (extra fees might occur), cash on delivery (via Yamato) and bank transfer (prepayment). If you chose cash on delivery, an additional cash on delivery commission has to be paid. If you choose prepayment, your order will be placed after your payment was confirmed. Please acknowledge, that these orders will take some more time to arrive.
The following credit cards can be used:
MASTERCARD - VISA - AMEX - JCB
Question: I need a receipt for my order. Can you issue it?
Answer: Of course. Please contact us after placing your order.
Question: I have a claim or need to return my ordered product. What can I do?
Answer: First of all, as soon as the item arrives, please confirm that it is the item and the amount that you ordered. We pay very close attention to quality, but if you feel that there is anything wrong with your order, please contact us within 2 days after delivery. We will then instruct you, what to do.
! Please note that we cannot accept returns, if the damage is self-imposed through wrong handling.
Question: Do you have a store?
Answer: No. We are an online business and do not have a walk-in store.
Question: I am worried if my order is properly placed. Can you confirm it?
Answer: Once we receive your order, we will send you an automatic order delivery e-mail immediately. Also, we will send you an e-mail notifying you of the shipping date and the tracking number. If you did not receive those e-mails or if you have any other concerns, please do not hesitate to contact us by e-mail or phone. If you registered an account, you can also view, if your order has been placed properly.
Question: Do you ship to overseas?
Answer: There are various regulations when transporting meat, depending on the destination country. So currently we are not offering shipping to overseas.
If you own a restaurant or hotel in Japan and you are interested in buying our products, feel free to contact us. Please provide the following information:
- Your name
- Your company's name
- Email address or telephone number
- Desired products and quantity