FAQ - Ordering

Find the answers to our most frequently asked questions below. If you have additional inquiries or need further assistance, feel free to reach out to our support team.

Do you ship internationally?

Unfortunately, we are currently unable to accept orders from outside Japan at this time.

When will my order ship?

Upon placing your order, our shipping facility typically takes 24-72 hours to process, pack, and ship your items.

You can expect your items to arrive at your shipping address within 2-8 business days from our warehouse.

Can I cancel my order?

If you wish to cancel your order, please contact our support desk as soon as possible.

Please use the subject line 'URGENT: Cancel order' and include your order number in the body of your message along with any necessary details.

Please note that cancellations are not guaranteed and can only be processed during our business hours (Mon - Fri, 9 AM to 5 PM Japan Standard Time).

If your order has already been shipped, you must request the item to be returned, and a refund will be issued once we receive the item back.

We appreciate your understanding and cooperation in this matter.

How can you reach Customer support?

Our support team is available on weekdays from 9 am to 5 pm JST. You can reach us by emailing support@shimaxzupin.com.We will try to get back to you as quickly as possible.

Please note that we do not currently have a phone line available for direct calls. We apologize for any inconvenience this may cause.

Additionally, check your spam or promotions folders in your email for our responses in the case they do not appear in your inbox.

We appreciate your understanding and look forward to assisting you!