What should I do if I don't receive an order confirmation email?
If you think you've entered your email address incorrectly, please check your account's purchase history. If you don't have an account, please contact us for assistance.
Shipping and Returns
Where do you ship to?
We ship to anywhere in the U.S. including U.S. territories. All orders are shipped from Japan via DHL by air. Please note that DHL does not ship to PO boxes. We ship to the address provided at checkout. Please make sure your address is correct before placing your order. Once your order has been processed we cannot update your shipping address.
Do you offer free shipping?
Orders over $100 will be shipped free of charge; for orders under $100, shipping charges will be based on the total weight. Please see the Shipping Policy for shipping charges for up to 11 lbs (5 kg). While shipping charges are automatically calculated at checkout, please contact us in advance to check shipping charges over 11 lbs (5kg).
Are there extra fees other than shipping?
As our products ship from Japan, you may be responsible for paying any import duties and taxes deemed appropriate by the customs authorities in your country. Please be aware that you are responsible for paying any and all customs duties before receiving your merchandise.
Which shipping company do you use?
We use DHL for all our shipments.
How long will it take for my order to arrive?
We strive to get your orders to you as quickly as possible. We ship orders within four business days after we receive them. Shipping is available Monday through Friday, excluding holidays. Delivery times will vary depending on your location and the weight of your order. Please note that there may be delays due to unforeseen circumstances beyond our control.
Will there be a credit card receipt included in my package?
No. A credit card receipt is not included in the package.
Can I cancel an order?
Unfortunately, we cannot cancel an order after the confirmation email is sent.
The product was not as pictured.
Unfortunately we do not accept returns for products not being as pictured.
I received a damaged or an incorrect item.
We take great care in packaging and shipping our products, but if you receive a damaged or an incorrect item, contact us with a photo of the product within 14 days at firstname.lastname@example.org. We will then reship or refund your purchase.
I want to change my order.
We cannot change or modify an order after we send the confirmation email.
How can I subscribe to the newsletter?
You can subscribe to our newsletter by filling out the registration form at the bottom of our website.
How much does the newsletter cost?
Subscribing to our newsletter is free of charge.
How do I change my e-mail address or unsubscribe from the newsletter?
To change your email address, please unsubscribe from your current address and re-register with a new email address. To unsubscribe from our newsletter, click the "unsubscribe" link at the bottom of any of our newsletters.
What should I do if I have trouble using a product?
Please let us know about any issues you are experiencing by contacting us through our Contact Us page.
Will the wood grain on my product look exactly like the product photo?
Each product is made from natural materials—so the grain may vary. We appreciate the unique beauty of natural variations and enjoy the color and pattern of the wood created by nature.
Can I learn more about the grain on the Garigari Board frame?
Oak wood has a unique and beautiful stripe pattern called "tiger spots" that resembles the stripes on a tiger's skin. It is a highly sought-after pattern and is considered a rare find for furniture collectors.
How do I leave a product review?
Only customers who have made a purchase can write reviews. After you have purchased a product, we will send an email requesting a review. Please follow the instructions in the email to leave a review.