FAQs

Frequently Asked Questions

Before contacting us, please check the information below.

▶︎ Ordering

Q. How can I place an order?
A. Orders can be placed online through our website. Fax orders are not accepted.

Q. I didn’t receive an order confirmation email. Is my order placed?
A. Possible reasons:

  • Incorrect email address entered (order is likely accepted).
  • System communication error (order not accepted).
  • Spam filter blocking emails (order is accepted).
    Please allow emails from "@mitaky.co.jp". If unsure, contact us by email.

Q. Can I change, add to, or cancel my order?
A. Changes or cancellations are possible only before shipment. Please contact our customer centre as soon as possible.

▶︎ Payment

Q. What payment methods are available?
A. We accept:

  • Credit cards (VISA, MasterCard, AMEX, JCB) – Free handling fee
  • Bank transfer (prepayment; bank fees are the customer’s responsibility)
  • Convenience store post-payment (handling fee: ¥360)
  • LINE Pay Bill Payment, Rakuten Bank Convenience Store Payment, d Payment Bill Payment, FamiPay Bill Payment
  • Cash on delivery (COD) – handling fee: ¥330 (contact us by email in advance if choosing COD)

Q. Where do I transfer payment for bank transfers?
A. Bank transfer details will be provided via email after ordering. Please transfer within 7 days. Orders will be canceled if payment is not received within that period.

▶︎ Shipping (Domestic Japan)

Q. How much is the shipping fee?
A. Flat rate of ¥990 (tax included), all over Japan excluding Hokkaido and Okinawa.
Free shipping for orders over ¥9,900 (tax included).

  • For Okinawa and Hokkaido:
    • Under ¥19,900: ¥1,600 shipping fee.
    • Over ¥19,900: Free shipping.
  • For remote islands, we will contact you separately.

Q. How long does shipping take?
A. Generally, 1–2 days for Honshu, Shikoku, Kyushu and 2–4 days for Hokkaido & Okinawa (subject to conditions).

Q. Which shipping companies do you use?
A: We use Japan Post, Yamato Transport, and Sagawa Express, all with tracking service, depending on the order size.

Q. Can I specify the delivery date and time?
A. Yes, from 5 business days after the order date. Please specify in the order notes.

Q. Do you offer gift wrapping?
A. Unfortunately, we do not provide gift wrapping.

Q. Do you ship internationally?
A. Yes, we do ship globally (Asia, Oceania, Europe, Americas and Africa), directly from Japan. Please refer below for more details of our international shipping.

▶︎ Shipping (Internationally)

Q. Which shipping methods are available?
A. We offer:

  • Standard (Surface) — economy shipping by sea (no tracking)
  • Registered Standard (Surface) — economy shipping by sea with tracking
  • International ePacket Light (Air with tracking) — affordable and faster with tracking
  • Registered Air — priority air shipping with tracking
  • EMS (Express Mail Service) — fastest option with full tracking and priority handling

Q. Is tracking available?

  • Tracking is available for Registered Standard (Surface), International ePacket Light, Registered Air, and EMS.
  • Tracking is not available for Standard (Surface).

Q. How long does delivery take?

  • Standard (Surface) & Registered Standard (Surface): 1–3 months
  • International ePacket Light (Air): 6–13 business days
  • Registered Air: 6–13 business days
  • EMS: 2–5 business days

Q. Do you offer free shipping?
A. Yes! We offer free worldwide shipping via International ePacket Light (Air) for orders over ¥22,400 (approx. USD 149).

Q. Which shipping companies do you use?
A: We use Japan Post (日本郵便) depending on the order size.

Q. Are there additional fees?
A. Customs duties, taxes, and import restrictions in your country are the buyer’s responsibility.

Q. Will shipping rates change?
A. Rates are based on Japan Post schedules and current exchange rates. They may change without prior notice.

Q. What happens if my package is returned?
A. If returned due to incorrect address or delivery failure, re-shipment costs will be charged.

Q. What if my country is not listed at checkout?
A. Please contact us, and we’ll confirm availability.

▶︎ Returns & Exchanges

Q. Can I return or exchange items?
A. We do not accept returns or exchanges for customer convenience.
We will accept returns or exchanges only if the product is defective, incorrect, or damaged during delivery. Please contact the customer centre by emails within 8 days of receiving the product.

If you need further assistance, please contact us by email below or Contact Form.  (Weekdays only, 9:00–17:00, excluding weekends, holidays, and busy periods).

Email: sales★mitaky.co.jp (replace ★ by @)