Help Centre
Got a question? Check out the most frequently asked questions below to find the answer you're looking for. Need more help? Please contact us using one of the methods below and one of our customer support representatives will get back to you shortly.
Frequently Asked Questions
General
Our office and distribution centers are situated in Japan's second largest metropolitan area, strategically positioned along Osaka Bay, in proximity to international airports and nestled between the prominent cities of Osaka and Kobe. This advantageous location enables us to maintain close relationships with our suppliers while ensuring prompt delivery of our products to customers around the globe.
Our business hours are from Monday to Friday, 9 AM to 6 PM JST. Kindly be informed that we are not open on Saturdays, Sundays, and significant public holidays.
Products
We source all of our products directly from Japanese manufacturers, and have direct relationships with many of the brands we sell, so we can guarantee authenticity.
We inspect all of our products before they leave our warehouse in Japan to make sure you're getting exactly what you expect.
However, if you notice any flaws or defects in your products after you receive them, please feel free to reach out to us and we will contact the manufacturer directly.
We do detailed research on all the products we sell before adding them to our inventory. We tour the workshops and factories where they're created, speak to the craftsmen, and test many of the products ourselves to ensure that we sell only the highest quality tools and supplies.
We sell many unique and interesting Japanese tools that aren't readily available elsewhere, so some of them may be new to you.
We try to ensure our product descriptions are full of detailed information and instructions on how to use the product.
We also frequently publish guides on our blog introducing tools and how to use and care for them.
If you still have any questions about a product before or after purchasing, please contact us and we'll be happy to help.
Orders
Unfortunately, it is not possible to cancel, add or change anything in your order after it is placed. This is because we reserve your items and start processing your order immediately after you place it.
However, if you have made a mistake or accidentally placed a duplicate order we offer a 1-hour window where you can request to cancel it. If the order has already been shipped or 60 minutes have passed, you'll need to follow our returns process.
If your package has not yet left our warehouse, please contact us immediately and we will make the necessary changes to your order. However, please note that we can only make changes within one hour of placing your order.
If you are not satisfied with your purchase, you can return your item(s) with some conditions and exceptions. Please see our returns policy for more details.
When goods are imported from abroad, there may be extra charges called customs and import duties that apply.
We have no control over these charges, and we can't tell you what the cost would be in advance, as customs policies vary widely from country to country.
For more information, please check with your country’s customs office to determine what these additional costs might be.
Please note that if a customs duty is payable to your country or territory, you'll be responsible for paying it. If customs clearance procedures are required, it can cause delays beyond the original delivery estimates.
Payments
We accept a variety of payment methods, including all major credit and debit cards such as Visa, Mastercard, American Express, and JCB. Additionally, we support Apple Pay, Google Pay, iDEAL, Gift Cards, and Bank Transfers upon request.
Shipping & Delivery
For a complete list of countries we currently ship to, check our shipping information page. We are constantly adding new locations to our list of shipping destinations. If your country is not currently included in our list, please check back again in the near future.
We offer 3 shipping methods – standard, express saver, and express priority. We try to ship all of our orders as quickly as possible, but given the large volume of orders, there are periods when shipping times may take longer than normal. If you are looking to receive your order in a hurry, we recommend choosing an express shipping option.
Shipping costs are calculated automatically at the checkout page when both the destination and shipping method are selected. For most countries we offer free shipping above a certain amount. If this threshold is not reached we charge a small flat rate shipping fee, so the more you buy the less you pay.
If you spend over a certain amount, you may be eligible for free shipping. Free shipping will be calculated automatically at the checkout page.
If your country's policy indicates you are required to pay customs duty, and for whatever reason, you refuse to pay the fee and the parcel is returned to us, a shipping and handling fee may be deducted from your refund.
If you're still unsure on whether you'll be subject to customs fees, we recommend contacting your local customs office for current charges before you order, so you are not surprised by unexpected costs.
If you receive any email from the courier company, please reach out to us as soon as possible and we would be happy to take care of any additional paperwork or concerns.
In the unlikely event that any of your items arrived damaged, we will be required to file a Damage Claim with the courier that delivered your order. To ensure that this process goes smoothly, we ask that you contact us as soon as possible.
Please include your order number, a detailed description of the damage incurred for each item, and attach as many photographs as possible of the affected products including:
1. Exterior damage to the box/packaging from different angles
2. Any interior packaging or bubble wrap
3. The product(s) that were damaged
To expedite the resolution time, we also recommend informing the courier's customer service via phone. For more information, please do not hesitate to reach out to us.
