FREQUENTLY ASKED QUESTIONS
Have a question? Browse our FAQs below to find the information youβre looking for. If you need further assistance, reach out to us using the contact options provided, and our support team will respond promptly.
Where are you located ?
Our office and warehouse are based in the neighbor of Tokyo, strategically located right in front of the Saitama City. This location allows us to be closer to our suppliers while quickly delivering our goods to customers worldwide.
What are your customer service operating hours ?
Our operation hours are Monday-Friday 9-6 JST. Please note that we are closed on Saturdays, Sundays, and major public holidays.
What types of products does YOYOJAPAN offer ?
We offer a wide variety of Japanese products, including snacks, beverages, beauty and skincare items, household essentials, health supplements, toys, collectibles, and stationery. Our aim is to bring authentic Japanese goods straight to your doorstep!
Are your products authentic and imported from Japan?
Yes, all of our products are authentic and imported directly from Japan. We source our items from trusted suppliers to ensure that you receive genuine and high-quality Japanese products.
Do you carry seasonal or limited-edition products?
Yes, we often feature seasonal and limited-edition products, especially when it comes to snacks and beverages. These items may have limited stock, so we recommend ordering them quickly before they sell out!
How do I find product information if it is in Japanese ?
We provide English translations of key product information, such as ingredients, usage instructions, and nutritional facts, on the product pages to help you make informed purchases.
What should I do if the product I received is damaged or expired?
If you receive a product that is damaged or past its expiration date, please contact our customer support team within 7 days of delivery. We will be happy to assist you with a replacement or refund.
Can I change or cancel my order?
In the case that customers would like to cancel their order, please contact us within 1-hour after the order is paid. We will confirm of the possibility of cancellation and process it if possible since we reserve your items and start processing your order shortly after you place it.. Please understand that if the order has been processed or 60-minutes have passed, you'll need to follow our returns process.
How do I track my order status?
Once your order is shipped, you will receive an email with a tracking number and a link to track your package. You can also log in to your account on our website to view your order status and tracking information.
Can I return or exchange an item from my order?
We accept returns or exchanges for most items within 30 days of delivery, provided they are unopened and in their original condition. Please review our Return Policy on the website or contact customer support for instructions on how to proceed.
How can I update my shipping address after placing an order?
If you need to update your shipping address, please contact our customer support as soon as possible. We can only make changes if your order has not yet been processed or shipped.
Why was my order canceled?
Orders may be canceled due to issues like payment failure, unavailable stock, or incorrect shipping information. If your order is canceled, you will receive a notification with the reason, and any payments made will be refunded. For more information, please review our Cancellation Policy.
What shipping options do you offer?
We offer multiple shipping options, including standard and express delivery. The available options and costs will be displayed at checkout, allowing you to choose the one that best suits your needs. For more information, please review our Shipping Policy.
How long does shipping take?
Shipping times vary depending on your location and the shipping method selected. Typically, standard shipping takes 7-9 business days, while express delivery can take 5-7 business days. Please note that these are estimates and may vary.
How much does shipping cost?
Shipping costs depend on the size of your order, your location, and the shipping method you choose. You can view the exact shipping charges during the checkout process before completing your purchase.
Do you offer free shipping?
We occasionally offer free shipping promotions on select orders or for orders above a certain amount.
Will I be charged customs fees or import duties for international orders?
Depending on your countryβs customs regulations, you may be required to pay customs fees or import duties when your package arrives. These charges are not included in the order total and are the responsibility of the customer.
What if I don't pay the customs duty?
If you do not pay the customs duty, and the package is returned to us, a 2-way shipping and handling fee may be deducted from your refund. To avoid any surprises with customs fees, we suggest checking with your local customs office for the latest charges before placing your order. Please review our Customs Process for further details.
Can I combine multiple orders into one shipment?
Depending on your countryβs customs regulations, you may be required to pay customs fees or import duties when your package arrives. These charges are not included in the order total and are the responsibility of the customer.
What should I do if I havenβt received my package?
If your package hasnβt arrived within the estimated delivery time, please check the tracking information provided. If there are any concerns or delays, feel free to contact our customer support team for assistance.
What payment methods do you accept?
We accept a variety of payment methods, including credit and debit cards (Visa, MasterCard, American Express), PayPal, and other secure payment options. The available methods will be displayed at checkout.
Will I receive a receipt or invoice for my order?
The minimum order quantity for wholesale purchases varies depending on the product. Please contact our wholesale team for specific information on the minimum order quantities for the items you are interested in.
Where are you located ?
Our office and warehouse are based in the neighbor of Tokyo, strategically located right in front of the Saitama City. This location allows us to be closer to our suppliers while quickly delivering our goods to customers worldwide.
What are your customer service operating hours ?
Our operation hours are Monday-Friday 9-6 JST. Please note that we are closed on Saturdays, Sundays, and major public holidays.
What types of products does YOYOJAPAN offer ?
We offer a wide variety of Japanese products, including snacks, beverages, beauty and skincare items, household essentials, health supplements, toys, collectibles, and stationery. Our aim is to bring authentic Japanese goods straight to your doorstep!
Are your products authentic and imported from Japan?
Yes, all of our products are authentic and imported directly from Japan. We source our items from trusted suppliers to ensure that you receive genuine and high-quality Japanese products.
Do you carry seasonal or limited-edition products?
Yes, we often feature seasonal and limited-edition products, especially when it comes to snacks and beverages. These items may have limited stock, so we recommend ordering them quickly before they sell out!
How do I find product information if it is in Japanese ?
We provide English translations of key product information, such as ingredients, usage instructions, and nutritional facts, on the product pages to help you make informed purchases.
What should I do if the product I received is damaged or expired?
If you receive a product that is damaged or past its expiration date, please contact our customer support team within 7 days of delivery. We will be happy to assist you with a replacement or refund.
Can I change or cancel my order?
In the case that customers would like to cancel their order, please contact us within 1-hour after the order is paid. We will confirm of the possibility of cancellation and process it if possible since we reserve your items and start processing your order shortly after you place it.. Please understand that if the order has been processed or 60-minutes have passed, you'll need to follow our returns process.
How do I track my order status?
Once your order is shipped, you will receive an email with a tracking number and a link to track your package. You can also log in to your account on our website to view your order status and tracking information.
Can I return or exchange an item from my order?
We accept returns or exchanges for most items within 30 days of delivery, provided they are unopened and in their original condition. Please review our Return Policy on the website or contact customer support for instructions on how to proceed.
How can I update my shipping address after placing an order?
If you need to update your shipping address, please contact our customer support as soon as possible. We can only make changes if your order has not yet been processed or shipped.
Why was my order canceled?
Orders may be canceled due to issues like payment failure, unavailable stock, or incorrect shipping information. If your order is canceled, you will receive a notification with the reason, and any payments made will be refunded. For more information, please review our Cancellation Policy.
What shipping options do you offer?
We offer multiple shipping options, including standard and express delivery. The available options and costs will be displayed at checkout, allowing you to choose the one that best suits your needs. For more information, please review our Shipping Policy.
How long does shipping take?
Shipping times vary depending on your location and the shipping method selected. Typically, standard shipping takes 7-9 business days, while express delivery can take 5-7 business days. Please note that these are estimates and may vary.
How much does shipping cost?
Shipping costs depend on the size of your order, your location, and the shipping method you choose. You can view the exact shipping charges during the checkout process before completing your purchase.
Do you offer free shipping?
We occasionally offer free shipping promotions on select orders or for orders above a certain amount.
Will I be charged customs fees or import duties for international orders?
Depending on your countryβs customs regulations, you may be required to pay customs fees or import duties when your package arrives. These charges are not included in the order total and are the responsibility of the customer.
What if I don't pay the customs duty?
If you do not pay the customs duty, and the package is returned to us, a 2-way shipping and handling fee may be deducted from your refund. To avoid any surprises with customs fees, we suggest checking with your local customs office for the latest charges before placing your order. Please review our Customs Process for further details.
Can I combine multiple orders into one shipment?
Depending on your countryβs customs regulations, you may be required to pay customs fees or import duties when your package arrives. These charges are not included in the order total and are the responsibility of the customer.
What should I do if I havenβt received my package?
If your package hasnβt arrived within the estimated delivery time, please check the tracking information provided. If there are any concerns or delays, feel free to contact our customer support team for assistance.
What payment methods do you accept?
We accept a variety of payment methods, including credit and debit cards (Visa, MasterCard, American Express), PayPal, and other secure payment options. The available methods will be displayed at checkout.
Will I receive a receipt or invoice for my order?
The minimum order quantity for wholesale purchases varies depending on the product. Please contact our wholesale team for specific information on the minimum order quantities for the items you are interested in.
