FAQ

Questions — tap one to jump to the answer.

• Will I pay customs or VAT?
• Which countries do you ship to?
• When will my order ship?
• How long will delivery take?
• Can I cancel my order?
• Can I add, combine, or split orders?
• Can I get an item that is not on the site?
• When will you restock?
• How can I pay?
• Did my payment go through?
• Are your prices wholesale prices?
• When do I get my points?
• Do points expire?
• Can I use points with coupons?
• Do guests earn points?
• Is there a minimum to redeem points?
• How do rank rewards work?

Will I pay customs or VAT?

• United States (and US territories): duties and taxes are already included at checkout. You pay nothing extra on delivery.
• Everywhere else: your online payment does not include customs duties or VAT. We ship DAP (duties unpaid), so if your country charges them, the carrier collects them from you on delivery.
• We cannot tell you the amount. Please ask your country's customs office before you buy.

Which countries do you ship to?

• We ship with FedEx International Priority and FedEx International Connect Plus.
• FedEx has a list of countries it does NOT serve. If your country is not on that list, we can most likely ship to you. See the list: fedex.com/en-jp/shipping/served-countries.html
• If your country shows on the order confirmation screen, we can ship to you.
• Please check your own country's import rules yourself (banned or restricted items). We cannot check this for you.

When will my order ship?

• We give you the ship date only after your order is fully ready.
• When the date is set, FedEx sends you the tracking.
• Before that, we cannot give a date. We do not guess.
• Pre-orders ship after their release date.

How long will delivery take?

• This is the time after we ship. Not from when you order.
• It depends on your area. Usually 2 to 4 days.
• This is an estimate, not a promise.
• Customs checks in your country can add time. We cannot control this.

Can I cancel my order?

• Before you pay: just do not pay. The order will not go through.
• After you pay: you can cancel only before we set your ship date. A 10% fee applies (30% for pre-orders).
• Once your ship date is set: you cannot cancel, even if you offer to pay the fee.
• Mandatory consumer rights in your country are not limited by this policy.

Can I add, combine, or split orders?

• No. Once you pay, each order is fixed.
• We cannot add items, combine two orders into one box, or split one order.
• Want everything in one box? Put it all in ONE order before you pay.

Can I get an item that is not on the site?

• If it is not on our site, we do not have it.
• We cannot find it or order it for you. Please pick from the items on our site.

When will you restock?

• Our stock moves very fast, so we cannot say when.
• We do not have a restock alert yet.
• Please check our online store often.

How can I pay?

• Wise bank transfer — no payment processing fee. Send the transfer within 24 hours and use the SST-{order number} reference exactly as issued.
• PayPal — pay instantly with your PayPal balance or the funding sources linked to your account.
• Credit or debit card through PayPal — Visa, Mastercard, American Express, and JCB, entered in PayPal's secure window using the black "Debit or Credit Card" button. In most countries you can pay by card without signing in to a PayPal account, but PayPal decides what it offers you. We never see or store your card number.
• PayPal Pay Later — offered and approved by PayPal, where PayPal makes it available for your country. Some Pay Later products are interest-free and some are not, so read PayPal's terms before you confirm.
• A payment processing fee of 5% is added to PayPal, card, and Pay Later payments and is shown as its own line at checkout before you pay. Wise bank transfer has none.
• All amounts are charged in Japanese yen (JPY).

Read Payment Methods →

Did my payment go through?

• Open "Orders" at the top right of our site.
• Logged in: your order history shows in My Account.
• Not logged in: type your order number and your billing email, press "Send code," get the 6-digit code by email, type it, and press "View details."

Check my order →

Are your prices wholesale prices?

• Yes. Our site prices are already wholesale.
• Do you want a bulk order of JPY 1,000,000 or more? We have a VIP desk for you.
• Send us a message. Write WHAT you want and HOW MANY.
• If your order is under JPY 1,000,000, we cannot reply.

Message the VIP desk →

When do I get my points?

• Points are confirmed as soon as your payment is confirmed.
• The 500 welcome points arrive the moment your account is created.

See my points →

Do points expire?

• Yes. Points are valid for 30 days from the day you earn them.
• Each batch keeps its own 30-day deadline. Earning new points does not extend older ones.
• When you spend points, the oldest points are used first.
• We email you 7 days, 3 days, and 24 hours before any points expire.
• Your Points page shows exactly how many points expire on which day.

Can I use points with coupons?

• Yes. You can use both on the same order.
• The coupon is applied first. Points then apply on top — up to 20% of the order total.

Do guests earn points?

• No. Points need an account. Guest orders do not earn points.
• Creating an account is free and gives you 500 welcome points right away.
• Order while signed in — or create an account at checkout — and every order earns points once your payment is confirmed.

Is there a minimum to redeem points?

• No minimum. 1 point = JPY 1, and you can use any amount.
• Points can cover up to 20% of your order total per order.
• Just flip the "Use points" toggle at checkout. No codes to type.
• The toggle always shows the exact yen discount before you pay.

How do rank rewards work?

• Your account rank sets how much every order earns back in points. There is no separate rank discount — the reward is points.
• Member and Regular: 0.5%. Copper: 0.75%. Silver: 1.0%. Gold: 1.5%. Platinum and above: 2.0%.
• The rate applies to the discounted product total (shipping excluded).
• Your current rank shows in My Account.

See my rank →