FAQ
- Regarding delivery
- Can I check the delivery status?
- If you can create a new account from here using the email address you used to place your order, you can check the current shipping status and the registered shipping address.
- We will ship your order as soon as we have all the items in your order. We will send a shipping completion email to the customer when the package is consigned from the domestic warehouse to the delivery company. You can check the current delivery status from the tracking number provided in the email.
- When will the item be shipped?
- As a guideline, the number of days for delivery is about 10 to 30 days from the date of order (the day after the payment is made if using convenience store payment or bank transfer).
- For reserved products, the estimated shipping time is listed under each product name in your order history. Please note that orders that include reserved items will be shipped as soon as all the items in the order are available. Depending on the manufacturer's circumstances and traffic conditions, the arrival time and the estimated shipping date may change.
- Since we deliver the products after they arrive at the domestic warehouse from the overseas warehouse, we have received the delivery date. Thank you for your understanding.
- Due to the spread of pneumonia caused by the new coronavirus, the number of flights has been reduced, so we would like to inform you in advance that there is a possibility that the initial schedule may be exceeded from the time you place your order until the time of delivery. I hope you will understand.
- If there is a delay in delivery, we will contact you via your registered email address.
- I made an order with the wrong shipping address. I want to correct the shipping address.
- Changes can be made before the product is shipped. Please contact us with the correct delivery address using the inquiry form .
- After the product has been shipped, we will not be able to deal with it, so please contact the delivery company yourself.
- If you change your address on My Page, the address will be changed for orders after the address change on My Page, but the registered address will not be changed for orders before the address change. So, sorry to trouble you, but please let us know the correct delivery address from the inquiry form .
- Can I pick it up at a convenience store?
- You cannot pick it up at a convenience store.
- Can other orders be shipped together?
- We do not accept bundling for other orders.
- It will not be shipped even after the estimated shipping date.
- I am very sorry. Depending on the manufacturer's circumstances and traffic conditions, the arrival time and the estimated shipping date may change. For more information, please contact us using the inquiry form .
- Can you deliver on the specified date?
- The delivery date cannot be specified. After the product has been shipped, we will send you a shipping completion email, so please contact the shipping company yourself.
- Will I receive a notification email before shipping?
- We will send you a shipping completion email when the product is handed over to the delivery company.
- Is it possible to deliver outside Japan?
- Is it possible to deliver to countries other than Japan?
- About payment
- What payment methods can I use?
- You can choose from 7 types: "credit card", "convenience store payment", "smartphone carrier payment", "AmazonPay", "GooglePay", "bank transfer", and "Paidy".
- About returns/exchanges/refunds
- Is it possible to return or exchange an item?
- We do not accept returns or exchanges for customer convenience. Please see our Returns Policy for more information.
- I received a product different from what I ordered.
- We apologize for the inconvenience. Please contact us using the inquiry form , including your name and order number.
- about shipping cost
- How much is the shipping cost?
- For purchases of 10,000 yen (including tax) or more
- Other than Hokkaido and Okinawa: Free
- Hokkaido, Okinawa: 550 yen (tax included)
- If the purchase amount is less than 10,000 yen (tax included)
- Other than Hokkaido and Okinawa: 550 yen (tax included)
- Hokkaido, Okinawa: 1,100 yen (tax included)
- About the use of the site
- I want to withdraw. I would like to stop receiving the e-mail newsletter.
- We apologize for the inconvenience, but please contact us using the inquiry form to let us know that you wish to withdraw.
- I entered the wrong email address when ordering.
- We apologize for the inconvenience, but please contact us from the inquiry form .
- I haven't received an order confirmation email.
- Once your order has been successfully processed, an order confirmation email will be sent to the email address you entered when placing your order. We have sent an e-mail to the e-mail address below, so please check if the domain has been blocked.
- Emails such as order confirmation emails and shipping completion emails
- info@manus-machina.com
- email from customer support
- support@manus-machina.zendesk.com
- I would like to confirm whether the order has been received.
- When the order procedure is completed successfully, an order confirmation e-mail will be sent to the e-mail address you entered at the time of ordering. Please check the details of your order from there.
- I want to change the registered e-mail address of My Page.
- The registered e-mail address registered on My Page cannot be changed. We apologize for the inconvenience, but we would like you to create a new account with a new email address.
- About the product
- Does the product price include tax? Tax excluded?
- The price listed on the product page includes tax.
- I want to cancel.
- We do not accept cancellations, returns or exchanges after the order has been confirmed. Please see our Returns Policy for more information.
- Is it possible to change the order details after the order is completed?
- We do not accept order changes after the order has been confirmed. Thank you for your understanding.
- Do you have a wrapping service?
- We do not offer wrapping services.