Shipping Policy
1. About the delivery company
To ensure freshness and quality, our products are delivered using Yamato Transport's refrigerated delivery service.
Once your order has been shipped, we will send you the tracking number via email.
2. Delivery area
We can ship within Japan.
*Additional charges may apply for remote islands and some areas.
3. Regarding shipping fees
Shipping fees vary by region and will be automatically calculated in your shopping cart.
We may offer free shipping on orders above a certain amount.
4. Delivery time
Usually shipped within 2-5 business days of order placement.
During peak seasons (such as mid-year gift-giving season and year-end/New Year holidays): Shipping may take 5-7 business days.
*Shipping date is not guaranteed.
5. Regarding receiving your goods (Important)
Since this is a frozen food product, please be sure to check the following points.
✔ Regarding quality deterioration due to prolonged absence
If you are unable to receive the package due to absence or other reasons, and the storage period expires,
We cannot guarantee the quality, and therefore, returns and reshipments are not accepted.
✔ In case of expired redelivery deadline or incorrect address
Delivery company storage period expired
Inadequate address/long-term absence
Refusal to accept delivery due to customer's reasons
In these cases,
Product price and shipping costs are non-refundable.
If you require reshipment, you will be responsible for the additional shipping costs.
6. Regarding cancellations
Due to the characteristics of the food,
We cannot accept any cancellations or changes after your order has been confirmed.
7. Returns and exchanges (not possible due to the product being frozen)
Returns and refunds are not accepted for the following reasons.
It tasted different from what I expected.
The image is different from the photo.
Customer-initiated delays in delivery, absence, or refusal to accept delivery.
Complaints based on personal preference
However, we will only provide assistance in the following cases:
8. Handling of defective or damaged products
We take every precaution to ensure the quality of our products, but in the event of any of the following situations,
Please contact us with a photo within 24 hours of arrival.
Damaged goods
Clearly different contents
Quality deterioration due to major package damage
After confirmation, we will take appropriate action, such as resending the item or issuing a refund.
*Due to the nature of frozen foods, we may not be able to respond to inquiries made more than 24 hours ago.
*Minor frosting from the frozen state and damage to the box during delivery are not eligible for refunds.
9. Temperature control
Our products are flash-frozen at -30°C and then shipped via refrigerated delivery with temperature control.
We cannot guarantee against deterioration caused by improper handling or storage after thawing.
10. Contact Information
For questions regarding delivery or to report defective products, please contact us using the information below.
Email address: unagin.nagoya@gmail.com
We also accept inquiries through our contact form.