FAQs
The stock information shown on each product page is updated in real time. However, due to simultaneous orders, items may occasionally sell out.
If your item becomes unavailable, we will contact you promptly by email and offer a replacement or a full refund.
The prices shown are for the products only (tax-exclusive or tax-inclusive as indicated).
Customs duties, import taxes, or VAT (if applicable) are usually charged by your country upon import and are the buyer’s responsibility.
We do our best to display estimated fees, but the final amount is determined by your local customs office.
Please refer to our [Customs & Taxes Policy] for more details.
Your order will be shipped within about 2 days after purchase.
You can expect to receive it within about 5–7 days after shipment.
Please note that delays may occur during busy seasons or customs inspections.
Once your order has shipped, you’ll receive an email with a tracking number to monitor the delivery status in real time.
This usually means your parcel is under customs inspection.
If there’s no update for more than 10 business days, please contact your local customs office directly for details.
We will also assist by contacting the carrier and submitting any required documents if necessary.
Please contact our customer support within 14 days of delivery.
We will prioritize either a replacement or a full refund.
Return shipping for damaged or defective items will be fully covered by us.
Returns due to personal reasons (e.g., change of mind, color or size difference) are accepted only if the item is unused and in its original condition.
In such cases, return shipping is the customer’s responsibility.
Please refer to our Refund and Returns Policy for refund eligibility and conditions.
We accept Visa, Mastercard, American Express, PayPal, Apple Pay, and Google Pay.
All transactions are protected by SSL/TLS encryption and monitored by a fraud detection system for your safety.
If you find a suspicious charge on your card, please contact your card provider immediately to block the transaction and investigate.
At the same time, inform us via email.
We will cooperate with your card company to resolve the issue as quickly as possible.
We accept payment in various currencies through credit cards, PayPal, and other electronic payment methods.
We ship our products worldwide. Here is the list of countries we currently deliver to.
Asia:
Hong Kong, Indonesia, Singapore, Philippines, Vietnam, South Korea, Taiwan, China
North America:
United States, Canada, Mexico
Europe:
United Kingdom, Germany, France, Italy, Spain, Netherlands, Switzerland, Belgium, Austria, Sweden, Ireland, Poland, Portugal, Norway, Finland, Denmark, Czech Republic, Hungary, Croatia, Bulgaria, Estonia, Ukraine, Türkiye, San Marino, Albania, Russia
Middle East:
Saudi Arabia, United Arab Emirates, Iran
Oceania:
Australia, New Zealand, American Samoa
Eats Japan does not manage personal passwords. Therefore, we cannot answer inquiries about passwords.
The password can be easily reset by the customer.
Please reset your password from the “Lost your password?” Link on the login screen.
If the item you ordered is different from the item you received, please contact us immediately at [email protected].
We will confirm your order number and respond promptly.
Once your item has been shipped, we will contact you by email within the day.
Please check your registered email address.
Some products may be small, so please check again if they are missing somewhere in the package.
If you are sure that you do not have the item, please contact us at [email protected].
We will resend your order or deduct it from your bill.
We verify all visible safety labels before shipping, but regulations differ by country.
If you require bulk or wholesale purchases that must meet specific certifications (e.g., CE, ASTM, CPSIA), please contact us before ordering.
We may be able to provide documentation or alternative options.
Depending on your chosen shipping method, your parcel may be eligible for carrier insurance coverage.
If tracking shows no progress for over 30 days, we will begin an official investigation and file a compensation claim if applicable.
For valuable or time-sensitive orders, we strongly recommend choosing insured shipping.
You can reach us by email at [email protected].
Our support hours are Monday–Friday, 9:00–18:00 JST.
We currently provide support in English and Japanese, and are expanding local-language support for major markets.
We aim to reply to all inquiries within 24 hours.
Our site uses Stripe’s highly secure payment system.
Stripe payments are deployed by millions of companies worldwide.
Payment is made by encrypted communication with Stripe, and your payment information is not held at our shop Eats Japan.
If the item has not been shipped, it can be canceled. Please contact us as soon as.
Please note that we cannot accept cancellations after the product has been shipped.
If the item has not been shipped, it can be canceled. Please contact us as soon as.
Please note that we cannot accept cancellations after the product has been shipped.
It is possible to change the contents if the item has not been shipped.
If you would like to exclude some products, please contact us by email. We will respond immediately.
Please note that the contents cannot be changed after shipping.
If you want to add more items after shipping, please purchase the additional items.
In case of defective products, we will give you a full refund.
In other cases, the amount will be refunded after deducting the delivery price.
All items will be sent with a tracking number.
We will provide you with a trackable URL so that you can track your order 100% after it is shipped from Japan.
If you have any questions after your package has been shipped from Japan, please contact the post office by yourself based on the tracking number.
If you still have not received your order after more than one month, please let us know. We will issue a refund.