Shop Return Policy
If you receive a defect, shortage, or misplaced merchandise, please inform us within 7 days and send us back as soon as possible. In such cases, we will replace the item or refund you at our own expense. If you are not satisfied with any purchase, you may return or exchange the unopened item(s) within 14 business days of receipt of your merchandise. All returned merchandise must be in unused condition. Special orders are not returnable. Also, 15% of the restocking fee may apply if none of our faults are detected. Please send a return(s) with traceable carriers such as UPS, FedEx, or insured USPS parcel post for your protection. Please retain the receipt and tracking information in the event of a loss. We are not responsible for the return postage and lost or miss-delivered item(s).
Shipping and Handling
We are unable to take any responsibility once we release the package to the carrier. All issue-related delivery problems that are totally beyond our control, (except shortage, misplaced contents), are the buyer’s responsibility to file a claim to the carrier’s office such as lost, misplaced, or damaged contents during transport. All our shipment is covered by the carrier’s insurance, so the buyer needs to file a claim first through the carrier’s instruction. You need to obtain all pieces of evidence until the claim is finalized when you file the claim such as damaged cartons, proof of the purchase, and the value of the items you purchased. (If you received a shipment from USPS, you need to go to your local post office anyway for inspection and obtain PS form#3831 from the postmaster and start to claim either by you or by us on your behalf. If your shipment was handled by UPS or FedEx, you need to take at least 7 pictures for proof of the damage and submit them to the carrier’s claim department by you or by us on your behalf. Either way, we will not replace or refund your loss until all claim is settled and reimbursed by the carriers.)
Due to the different shapes and weights of the packaging, we are unable to set the shipping formula. Our estimated shipping costs are assumed as shipped from the coast to the coast in the US. If the actual shipping cost is lower, we will refund the difference. Please note our shipping charge is also included 3.5% credit card service charge for some SAORI items over $1,000.
For Hawaii & Alaska customers, due to no ground service being available, please send us an e-mail for products you wish to purchase. We will let you know the shipping cost and send you an Invoice to complete your order.
For international customers, please send us an e-mail for the products (excluding SAORI merchandise) you wish to purchase along with your shipping address. We will find out your shipping cost for you.