Shipping policy

Shipping Policy
1. Shipping Destinations

We currently offer international shipping to the following countries:

United States

Canada

At this time, we do not ship to regions outside the above countries.

2. Shipping Fees

Shipping fees for the United States and Canada are currently being finalized.
Please check the latest shipping charges on the checkout page before completing your order.

3. Shipping Carriers

Your order will be shipped using one of the following carriers:

Japan Post (EMS or International Parcel)

DHL or FedEx

The carrier is selected by our team based on product type, weight, and destination.

4. Order Processing Time

Orders are typically processed and shipped within 2–5 business days after payment confirmation.
Please note that we do not ship on weekends or national holidays.

5. Estimated Delivery Time

Estimated delivery times after dispatch are as follows:

United States: 7–14 business days

Canada: 7–14 business days

Delivery times may vary depending on customs inspection, carrier conditions, weather, or other factors beyond our control.

6. Customs, Duties, and Import Taxes

International shipments may be subject to customs duties, import taxes, and customs handling fees, depending on the laws of the destination country.

These charges are the responsibility of the customer.

The amount is determined by the customs authorities of each country, and we cannot estimate or control these fees.

7. Customer Responsibility for Import Compliance

The customer is responsible for ensuring that the purchased products comply with the import regulations of their country.
If a shipment is rejected or returned by customs, all related fees — including return shipping charges and any reshipment fees — will be the customer’s responsibility.

8. Shipping Address Requirements

To avoid delays or returns, please provide your full shipping address in English, including building name, apartment number, postal code, and phone number.
We are not responsible for delays or non-delivery caused by incomplete or incorrect address information provided by the customer.

9. Undeliverable or Returned Packages

If a package is returned due to the following reasons, the customer is responsible for all return shipping costs and reshipment fees:

Incorrect or incomplete address

Unpaid customs duties or taxes

Refusal to accept the package

Violation of import regulations

Failure to collect the package from the carrier or customs office

Refunds (if applicable) will be issued minus actual shipping costs, even if the original order qualified for free shipping.

10. Delivery Confirmation and Liability

Once a package is marked as “Delivered” by the carrier, we are no longer responsible for loss, theft, or damage that occurs after the delivery.
Please ensure a secure delivery location, especially in areas where package theft is common.

11. Restrictions on Certain Addresses

Some destinations may not be eligible for delivery, including:

PO Boxes

APO/FPO/DPO addresses

Certain restricted regions or remote areas depending on the carrier

If your shipping address is not serviceable, we will contact you before shipping to arrange an alternative solution.

12. Returns & Exchanges

We do not accept returns or exchanges for international orders except in cases of product defects or shipping errors.
If you receive a damaged or defective item, please contact us within 7 days of delivery with photos of the issue, and we will assist you promptly.

13. Tracking Information

Once your order has been shipped, a tracking number will be emailed to you.
You can track your shipment using the link provided in the email.

14. Force Majeure

We are not liable for any failure to deliver, delays, or damages resulting from events beyond our reasonable control, including but not limited to:

Natural disasters

War, terrorism, or civil unrest

Pandemics

Transportation disruptions

Labor strikes

Governmental actions

15. Contact

If you have any questions regarding shipping, please contact us at:
Email: global@henko.co.jp