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Q. How fast are the products delivered?

A. If ordered items are all in stock (whether a product is in stock can be seen on the corresponding product page), then it takes about 1-2 days to dispatch the order from Japan. In case some items are out of stock, it might take longer (usually about one week longer) to dispatch the order. If the customer wishes, we can split the order into two parcels, sending items in stock first. In this case the customer should check that option at checkout. Based on the data from EMS Japan (http://www.post.japanpost.jp) the delivery period from Japan to other countries for EMS parcels is about 2-10 days depending on conditions in the particular country. Nevertheless, based on actual experience in some cases it might take longer (up to 4 weeks) to deliver the parcel, especially in countries with less developed postal services. If the customer choses "E-Packet" as the shipping method, it generally takes longer to deliver the shipment (especially in countries with less developed transport infrastructure it might take a month or more).

Q. Shipping options: EMS vs "E-Packet"

A. All products purchased at Zenmony.com are shipped from Japan. We offer two shipping options: EMS (Express Mail Service) and E-Packet. EMS offers reasonable rates and boasts the following features: it’s fast, the status of the parcel can be tracked online at any time, it’s handled with the highest priority, and loss and damages are compensated. For products weighing less than 2kg, we offer an alternative shipping option called E-Packet. E-Packet is in many cases just as fast as EMS but is less expensive. E-Packet is also trackable. Pricing can be compared for both options on the product page.

Q. Is it possible to cancel the order?

A. If a customer wishes to cancel their order, they can contact us through the feedback form on the Contacts page. If the shipment has not already been dispatched, we can cancel the order and make the refund. In cases where the customer wishes to cancel an order that has already been dispatched, the customer must first receive the shipment in question and send it back to Japan Trading Co.,Ltd. (Zenmony.com). Only after we have received the return shipment can we start the refund procedure. The refund procedure itself may take another 14 or more working days to complete. No interest will accrue with respect to amounts to be refunded by Japan Trading Co.,Ltd. (Zenmony.com). BE AWARE that in cases where Japan Trading Co.,Ltd. (Zenmony.com) incurred costs related to the order in question, the customer may be charged a cancellation fee of 5% of the order total.

Q. Are taxes and duties included in the product prices?

A. All Japanese taxes and duties are included in the price. However, orders can be subject to import taxes and custom duties charged by the destination country's customs office. Customs policies vary widely from country to country, so customers should contact their local customs office for detailed information. To give some examples: tax-free borderline for one order is set at 1000 EUR in Russia (on condition that one customer will not make more than one order a month), 1000$ for Australia, 500$ for Brazil. The above data may be obsolete, so be sure to check all information at your local customs office. Any customs charges (if imposed) will be borne by the customer.