Status of Orders
The confirmation e-mail will be send after order process has been completed. You can check the status of order by logging into your account and click on "Order History (or follow this link)". If you do not receive any e-mail within few minutes, please check your e-mail address in your login account and if the address is wrong contact us immediately. If you do not receive the e-mail and your order does not appear in your order history, it is indicated that there is an error during order process, or the order is incomplete. When you choose credit card for payment option, it is important to wait for returning to our website after entering the card information. If you close or refresh browser, the order will likely become incomplete. In any case, we will not charge nor process any order that does not have order history in your account. We will notify shipping status to the registered e-mail address. We also update the order status in "Order History" with the latest information. Please check "Order History" if you are unable to receive e-mail. Please contact us anytime if you have any question about your order.
Types of Payment Accepted
CREDIT CARDS: We accept Visa, MasterCard, DC, JCB, American Express, and DinersClub.
BANK PAYMENT: Only available when shipping address is within Japan.
When will my item(s) be shipped?
Items will be shipped after payment is received (bank payment must be cleared first). We will ship within 2 days (exclude weekends and holidays) after the payment is confirmed. We will notify by email in case of delaying shipment. You will receive shipping notification to the registered email address after the shipment.
If the shipping address is within Japan (except FPO/APO address or PO Box), the most of orders are there within 4 business days. We provide tracking number if the address in Japan can be reached by local parcel carriers. Holidays and weekends can slow down delivery times. The other countries "usually" take 5-14 days, but it may take much longer depending on the situation of their local delivery service. We always ship quickly, but unfortunately we have no control over the postal service. You are responsible for paying the required VAT taxes (if any). We have absolutely no control over customs or the various holidays in the postal system.
Address in Japan with Japanese postal code may choose either 2-5 days Japan Post (180YEN), or Japan Post EXPACK500 Signature required Express Mail (500YEN).
All international order is shipped via Japan Post Air Mail with the rate of 330YEN. Delivery time to the North America is roughly 5-14 days (not guaranteed). You may as well choose EMS(Global Express Mail Service) at 2,000 YEN. Delivery time with EMS is 2-7 days (the North America is 3 days).
* Note for PO Box and FPO/APO address
EMS or any of express service is not available for a PO Box nor FPO/APO address, we will ship by first-class mail. Kuroneko Mail cannot deliver to a PO Box nor FPO/APO address. We will use regular Japan Post first-class mail regardless of the shipping method you have selected when the shipping address is a PO Box or FPO/APO address (please choose regular shipping). If you are located at the US base in Japan, please use the military address. Unrecognized Japanese address will likely fail to deliver.
What happens if I did not receive my package?
If no sign of package to arrive after 5 days within Japan (with Japan postal code) or 16 days for other countries, please contact us. We will work with you to find out where your package is.
Do you accept returns?
Unfortunately, we do not accept returns. If a package is damaged upon arrival, we will ship a replacement without an extra fee.