My package is being returned. What do I do?

Unfortunately, packages can get returned to us. This is why we ask that you keep a close eye on your tracking information as we cannot assume any responsibility in cases of unclaimed, undeliverable, or refused packages. If your package is being returned to our office in Japan, please do reach out so we can assist. 

Please contact your local post as soon as possible if you see the tracking status "Retention" or held at a delivery office/depot for pickup.

In the case that your package is returned to our office, we can offer to reship your package or to cancel your order. 

If you choose to reship the package, there will be additional shipping costs that are the sole responsibility of the receiver. We do not keep any of the shipping costs you pay as they are used only for the purpose of shipping your items.

Shipping labels can only be used once - if your package is received back at our office, the shipping label you originally paid for is considered used and is no longer valid. In order to reship, we require additional shipping costs to issue a new shipping label. 

If you would instead prefer to cancel your order, we will refund your order minus our 15% restocking fee (minimum restocking fee of $10.00) and the shipping cost originally paid, as this cost was used during the initial shipment that resulted in a failed delivery.