We feel terrible that you’ve encountered such a situation. We’d love to see each and every box arrive in pristine condition – but, unfortunately, we cannot always supervise the entire delivery process from end-to-end.

In the case an item comes damaged or expired from the manufacturer, or is missing (the box is physically arrived in good condition but an item is not in your box), please contact our customer support team from this form and choose the option missing item or damaged item under Shipping issue.

You are required to submit pictures mentioned below in order for our support team to expedite a resolution:

Pictures of all sides of the box (applies to both missing and damaged item issue)
Pictures of all items received in the box (applies to both missing and damaged item issue)
Pictures of individual items, showing the damaged part (applies to damaged item issue)
Compensation offered will be in the form of partial refund or item replacement and every customer is eligible for the compensation offer for the cases above.

Validity of a damaged item will be at the discretion of the support agent.

Any damages to the boxes or the packaging of a product will not qualify for replacement if the content is undamaged. Broken items such as cookies, chips, or other fragile snacks and melted chocolate due to weather also may not qualify for replacement.

Minor cosmetic damages, such as small scratches may not qualify to be compensated.

Due to inventory changes, any issues must be reported within 7 days of receiving your box. Replacement items will be shipped out in the next shipment once confirmed by the support agent. If we do not have the missing item in stock, store credit may be applied to your account instead.

All boxes will be shipped by a third party carrier. If your shipping method without tracking and your order gets lost during transit, we unfortunately cannot offer a refund or reshipment as the status and location of the package is out of our control.

You would be eligible for a reshipment if your order has been confirmed as returned to our warehouse by the carrier and our team. After the return confirmation, we can reship your order. Please note you will need to pay the reshipping fee.

Kindly check your tracking progress and contact the local post office regularly to avoid the box is being returned to us.

Due to the uncertainties surrounding the COVID-19 pandemic and its impact on global shipping, shipment and delivery may take longer than usual.

After the order is placed, your box is immediately prepared and packed (within 3-10 business days) to be handed over to the delivery courier.

The estimated delivery time is based on your country’s shipping method:

EMS：14-28days

You will receive a confirmation email when your box ships from our warehouse in Japan.

If you haven’t received your box by the expected arrival time, please contact your local post office by providing the tracking number or contact our support team from here.