Damaged products will only be considered for a refund if any cracks, leaks, tears or severe breaks can be seen in a picture provided to our support team. Please note that during the shipping process, sake bottles may be rubbed and the label or product box could be damaged, but as long as the bottles are intact, a refund will not be provided. Food products are eligible for refunds if there are any apparent tears or distress to the packaging upon delivery.
For lost or delayed shipments, an investigation will be launched to determine the status of the order upon initial inquiry from the customer. Please note that it could take up to 2 weeks for the investigation to be completed and a resolution provided.
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