FAQ
Orders & Shipping
When will my order ship?
Orders are typically processed within 1–5 business days. You’ll receive a shipping confirmation email with tracking info once it’s on the way.
*Learn more about shipping here
How long will shipping take?
Shipping usually takes 1-3 weeks, depending on your location.
Do you offer international shipping?
Currently, we only ship within the United States, Australia. We're working on expanding to international customers soon!
Payments
What payment methods do you accept?
We accept all major credit cards (Visa, MasterCard, American Express), Apple Pay, Google Pay, PayPal, and Shopify Payments.
Will I be charged customs duties or taxes for international orders?
To ensure a smooth delivery experience, we ship all international orders from Japan via DDP (Delivered Duty Paid).
All applicable duties and taxes are calculated and collected during checkout. In most cases, the total you pay at checkout is final, and no additional fees will be required upon arrival. By handling these fees upfront, we manage the customs clearance process for you, preventing unexpected bills or delays at your doorstep.
Learn more about our shipping policies here
How much are the UPS fees? Is there a way to save on them?
When your order is shipped via UPS, please note that 15% import duties and UPS brokerage fees (minimum $14.00) apply upon delivery.
By paying these fees online before delivery, you may be able to save approximately $12.
*Learn more about UPS fees here
Is my payment information secure?
Absolutely. All credit card payments are handled by Shopify Payments, and PayPal payments are handled by PayPal.
Returns & Exchanges
What is your return policy?
We accept returns within 7 days of delivery for unused, unopened items. Please contact us before sending anything back. For more details, please click here.
How do I start a return?
Simply email us at contact us or info@santaka-japan.com with your order number and reason for return, and we’ll guide you through the process.
Can I exchange an item?
No, we do not offer product exchanges. If you receive a defective item, please contact us and we will send a replacement or refund your purchase.
Tracking & Delivery
How can I track my order?
Once your order ships, you’ll receive an email with tracking details. You can also check your account for updates.
For more detailed tracking instructions, please click here.
My package hasn’t arrived. What should I do?
First, check the tracking info. If it's delayed or marked as delivered but you haven’t received it, contact us and we’ll help.
Account & Orders
Do I need an account to place an order?
No, you can check out as a guest. However, creating an account allows for faster checkout and order tracking.
Can I modify or cancel my order after placing it?
If your order hasn’t shipped yet, we may be able to modify or cancel it. Please contact us as soon as possible.
Can I get notified when a product is back in stock?
Yes! Just click "Notify Me When Available" on the product page and we’ll email you when it’s back.
Do you offer gift wrapping or gift notes?
We currently do not offer gift wrapping.
Can I use more than one promo code?
Only one discount code can be used per order.