Q１ How is my order being wrapped and shipped？
A We put it in a heavy duty waterproof craft bag and ship it by EMS from Tokyo, Japan.
Q２ Are all products made in Japan？
A We focus on providing good quality Japanese products. All handmade products, futon covers, rush grass products and crafts are made in Japan. Futon storage bag and some sale items are made in China. If so, it is noted on the product page.
Q３ Is it possible to order custom-sized products？
Ａ Yes, it’s possible to get custom-sized for zabuton, some futons, tatamis and covers. Please check this category.
Ｑ４ How many days does it take for my order to arrive？
Ａ We will usually ship within 3 to 5 business days for items in stock.
With regard to craftsman-made products etc. , we will start production after receiving your order, so it may take some time from shipping about 1 week to 4 weeks. If there is an unexpectedly large volume of orders, we may run out of material and it may take some time to procure the material again. Please feel free to contact us if you would like to confirm the shipping start time of your order or after ordering.
Ｑ５ Is it possible to order products made in Japan that are not on your website？
Ａ Yes, We have functions as wholesaler and maker.
Please send direct e-mail to us about the products.
Ｑ６ How should I pay？
A We accept Credit cards and PayPal payments . 
Your credit card number is encrypted by the payment system and we do not retain it.
To protect your information, please do not email us your credit card number. We cannot be held responsible and such orders will not be accepted.
Ｑ７ I have no reply from you after placing my order. What should I do？
Ａ We always reply our customers within 2 days after getting their orders . Please check your email box or junk email folder. We might reply late when we are in a promo or peak season. Please contact us, if there is no response for four days after ordering.
Ｑ８ EMS postage is too expensive, May I use other international delivery method?
Ａ We use EMS because we believe it is the most cost-effective and secure shipping method.
We used to ship by sea, but we no longer do so due to frequent delays, loss, and moisture damage. If you are willing to accept this risk, we can ship, but we will not compensate you in any way.
FedEx is also available, but in most cases the shipping cost will be as high as or higher than the cost of the item.
Ｑ９ Could you let me know how to check the status of my parcel?
A After dispatching parcels, we will send you the tracking number by email. You can check its status on JP post website. While your parcel is shown as ”Dispatch from outward office of exchange” in history information of JP post, you are able to check the status on the postal tracking website of the destination directly.
Ｑ１０ Can I cancel my order?
A Our products are made to order, so once we start production, we cannot accept cancellations. Please understand this. For the products related to tatami and rush grass, it may be possible to cancel the order before it is shipped, so please contact us. Sale items can not be cancelled for any reason.
Ｑ１１ I got my parcel, but I don’t want to buy it. Can I return it?
A We do not exchange or refund for change of mind, individual factors or incorrect products placed for a dispatched parcel.
Ｑ１２ Why am I charged for paying import duty?
A The import duty or taxes might occur from the local customs’ law. If you have any questions about the payment, please contact their local post and the customs in destination country.
Ｑ１３ I received my package, but not all the items were in it.
A There is a limit to the size of packages we can pack. If you order a lot of items, they may be divided into several packages. Also, futons and tatami mats are packed separately. We ship them together, but due to differences in the time it takes for customs clearance, they may be delivered on different days. Please wait a little while for all the packages to arrive. Please check the email of the shipping notification from us to see how many packages you will receive.
Ｑ１４ Can we become business partners? I want to sell the futons in my country.
A We receive such inquiries from time to time. However, there are many other junk mails, so please fill this form and give us your company information first. We do not have a specific pricelist that we can offer. We will use the information on this website to discuss your transaction.