FAQ
Delivery note / Receipt
Will you include a delivery note in the shipment?
Delivery note is not included in the shipement. You can download it from My page.
Can I get a receipt?
Yes, please download it* from My Page.
*Downloads are available once the order has shipped.
return / Cancel
Can I return/cancel my order?
Due to the nature of international shipping, we do not accept returns or issue refunds for reasons attributable to the recipient, except in cases of initial defects, damage, loss*, or non-delivery* of the products (*based on the tracking information provided by the shipping carrier).
Is there a fee for repairing something I have purchased?
We only accept returns and will not cover repair costs to other companies. Also, we do not perform waterproof testing. Therefore, we cannot guarantee waterproofness. Thank you for your understanding.
Shipping
Can you ship to PO Box?
Unfortunately, due to shipping carrier regulations, we are unable to deliver to PO Box.
Can I request unattended delivery (drop-off) or delivery to a locker?
We do not offer unattended delivery services, such as leaving packages at your doorstep or in delivery lockers.
However, you may choose to have your package delivered to a local service center for pickup. Please feel free to utilize this option.
Can you ship to APO/FPO?
Unfortunately, due to shipping carrier regulations, we are unable to deliver to APO/FPO.
How much is the shipping cost?
Domestic shipping within Japan is JPY 700, and international shipping is USD 30.
When will my ordered item be shipped?
Our shipping days are Monday through Friday. We will ship your order within 1 to 3 business days after it has been completed. Please note that we cannot guarantee a specific delivery date due to potential shipping delays. After your order has been shipped, please contact the shipping company directly for any inquiries.
Which shipping carrier will you use to ship?
Shipping within Japan is handled by Yamato Transport, while international shipping is handled by DHL.
Can I track my shipment?
Yes, the shipment can be tracked after it is shipped. After shipping from our warehouse, we will provide you with a Yamato Transport or DHL tracking number.
YAMATO Transport tracking: https://toi.kuronekoyamato.co.jp/cgi-bin/tneko
DHL tracking: https://www.dhl.com/
When will my ordered items arrive?
After shipping from our warehouse is complete (after updating the tracking number), your order will arrive according to the schedule below.
However, the arrival schedule is an estimate, so please confirm the shipping carrier's tracking status for the exact expected arrival date and time.
YAMATO Transport tracking: https://toi.kuronekoyamato.co.jp/cgi-bin/tneko
DHL tracking: https://www.dhl.com/
import tax
Do I need to pay import tax?
Please be aware that our product prices do not include import taxes. The payment of these taxes is the responsibility of the importer (purchaser).
We are unable to determine the total amount of these taxes. For an accurate estimate, we recommend contacting a local courier service or customs office.
[Duty/Tax]
Our terms of sale are DAP (Delivered at Place). The prices shown do not include VAT, import duties, taxes, or any other unpredictable fees from brokers or agents.
You will be responsible for these additional charges if they are required.
For more details on import duties, please refer to the information on "Customs Duties".
If you plan to refuse the payment of customs duties, please inform both the courier and us.
Customs Duties
About customs duties
Your package may be subject to customs duties and VAT (Value Added Tax). These are a type of tax and are not included in the product price or shipping costs from aonohappa. These charges are collected directly upon delivery and must be paid by you. In some countries, postal or courier services may also charge an administrative fee to cover the customs clearance process, which is separate from the taxes themselves.
These regulations vary by country, making it difficult for us to provide specific details. Therefore, we strongly recommend that you check your country's customs policies before placing an order.
You cannot refuse to pay customs duties or accept the package when it is delivered to your address. The prices shown do not include VAT, customs duties, or any other taxes that may be collected directly from you upon delivery.
Accurately declaring the value of our products is essential to ensure that your package does not face major issues at customs. Therefore, please do not contact us to request that we undervalue your order.
Customs authorities may randomly apply duties to incoming packages, and we have no way to predict or control this. For this reason, we must ask again that you please confirm your country's customs policies before making a purchase.
Product Warranty
Does the item come with a compensation card?
Some of our items come with a warranty card, while others do not. Please check the "Accessories" section on each product page for details.
Even if an item includes a warranty card, the manufacturer's warranty period may have already expired. We are unable to provide detailed information on the contents of the manufacturer's warranty. For specific details, please contact the manufacturer directly.
Others
I do not receive emails from aonohappa.
If you don't receive emails from aonohappa, please kindly try the following steps :
● Sometimes, emails can end up in you your junk mail folder. Please check your "junk" or "spam" folders, or check the settings of your email environment.
● In case you have set domain-specific receptions setting, please configure them so that you can receive emails from "@aonohappa.jp".
How can I use the coupon?
You can enter the coupon code on the checkout screen after the cart page.