Frequently asked questions

Can I order safely?

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.

What kind of payments does Eats Japan offer?

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.

Is it possible to pay in other currencies?

We accept payment in various currencies through credit cards, PayPal, and other electronic payment methods.

About customs duties and fees

In general, customs duties are payable by the buyer when making a personal purchase from abroad.
This is also the case under the laws of each country.

For this reason, this site does not include import duties or other costs, including taxes, in the product price or shipping charges.
Duties vary from country to country and from item to item. In addition, we do so because changes can be made even in the same country.
Please pay and receive the customs fees of your country when you receive the goods arriving in your country.

Please tell me the target country of delivery.

We will deliver to all over the world. See “How much does the delivery cost and how long does it take?”For more information, please check our Delivery page here.

What should I do if I forget my account password?

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.

How do I confirm my order?

Add the desired product to the cart from the “ADD TO CART” button.
You can check the contents of the cart by pressing the “VIEW CART” button or “VIEW CART” from “My Shopping Cart” at the top of the page.
Then enter your payment method and address.
Confirm the entered information and press the “PLACE ORDER” button to complete the order.

Can I order by phone?

I’m sorry. We do not accept orders over the phone.

The entered post code or Zip code is not recognized.

If you have any problems entering your post code or Zip code, please contact customer@eatsjapan.com

Can I cancel my order?

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.

Can I change the content after confirming the order?

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.

Can I change the content after confirming the order?

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.

How can I confirm that my order has been placed?

When your order is complete, you will be notified by email that your order has been completed.
If you do not receive the email, your order may not have been completed.
Please contact customer@eatsjapan.com.
Please note that you may not receive the e-mail depending on the e-mail settings on your side.

What should I do if I can't pay?

customer@eatsjapan.com
Or please contact your credit card company or PayPal.
Most often due to card expiration or typos.
If that doesn’t work, you can’t place an order.

What if the item I ordered is incorrect?

If the item you ordered is different from the item you received, please contact us immediately at customer@eatsjapan.com.
We will confirm your order number and respond promptly.

How do I know when an order was shipped?

Once your item has been shipped, we will contact you by email within the day.
Please check your registered email address.

What if the item is out of stock?

Basically, you cannot order items that are out of stock.
For items that are restocked, please sign up for a restock notification on the product page and we will send you a restock email.

Inventory is updated daily, but in rare cases, due to a time lag, you may be able to order an item that is out of stock. In such cases, we will send you an order cancellation notice. We will then refund the entire order amount.

Can I check the delivery status of my order?

In the case of EMS, the tracking number will be included in the email after the product is shipped.
There is no tracking number for shipping by Normal post. Please note.

How much does the delivery cost and how long does it take?

Delivery Date

Please check the Delivery Date page.

Delivery Charge

The shipping cost will be displayed when you add an item to the cart and enter your shipping address.

Can I ship my ordered items to multiple addresses?

Only one location can be specified for delivery per order.
If you wish to have multiple destinations, please divide your order into multiple orders.

Can I change the delivery address after the item has been confirmed to be shipped?

After the product is shipped, the delivery address cannot be changed.
Please check the email sent by Eats Japan when your order is completed.
If the shipping address is different, please contact customer@eatsjapan.com as soon as possible.
We will respond promptly before shipping the product.

What should I do if I receive a damaged or defective item?

In the unlikely event that a product with a defect arrives, we will refund the price.
Please contact customer@eatsjapan.com.
At that time, please describe the details of the damage or defect.

What if some items are lost?

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 customer@eatsjapan.com.
We will resend your order or deduct it from your bill.

What if the wrong item is sent?

If you have selected a substitute as an option when out of stock, it may be a substitute.
If you make a mistake with a completely different product, please email us at customer@eatsjapan.com.
We will resend the correct product as soon as possible.

Why is the delivery price not included in the refunded amount?

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.

I have not received my merchandise.

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.

How can I get information on the ingredients and nutritional components of a product?

Please contact us using the inquiry form customer@eatsjapan.com