FAQ
・Shopping at TIKUSAN
Q. Are taxes included in the product price?
A. Japanese taxes are not included in the price. Depending on your location, local taxes may be applied at checkout.
Q. Will customs duties be charged?
A. In most cases, no customs duties are incurred for shipments from our U.S. warehouse to U.S. addresses.
However, if you are ordering from outside the U.S. or placing a special order shipped from Japan, customs duties may apply. In such cases, these fees will be included in the total price at checkout and will not require separate payment later.
Q. Are there any countries where orders are not accepted?
A. Currently, orders can only be placed through the shopping cart from the United States and the United Kingdom.
For customers in other countries, we kindly ask that you contact us via the Contact page with your shipping address and the items you wish to purchase. We will arrange shipment from Japan.
Q. Which payment methods do you accept?
A. We accept credit cards (VISA, MasterCard, American Express, JCB), Shop Pay, Apple Pay, Google Pay, and PayPal.
Q. What languages are supported by your store?
A. Our website is currently available only in English. Customer support is available in English or Japanese.
Q. Do you offer gift wrapping?
A. Unfortunately, we do not currently offer gift wrapping services.
・Orders
Q. I didn’t receive an order confirmation email. What should I do?
A. Please first check that your email address was entered correctly. Also check your junk/spam folder, and ensure you can receive emails from info@tikusan.net.
Q. Can I change or cancel part of my order after purchasing?
A. You may request a cancellation after placing an order, but we cannot guarantee that it will be accepted. Orders that have already been shipped cannot be cancelled. To request a cancellation, please contact us at info@tikusan.net.
For more details, please see our Refund Policy.
Q. How long does it take for a refund to appear in my account?
A. For credit/debit cards, it may take up to 30 days. For PayPal, refunds are typically processed within 3 to 5 business days.
・Shipments
Q. Where are products shipped from?
A. Most orders are shipped from our warehouse in the United States.
If the item is out of stock or for special bulk orders, shipping from Japan may be arranged upon request.
Q. How long does it take to receive my order?
A. The estimated delivery date will be displayed at checkout when you place your order.
Q. Do you ship to Japan?
A. Unfortunately, we are currently unable to ship to Japan.
Q. Can I change the delivery address after placing an order?
A. If you need to change the delivery address, please contact us as soon as possible.
If your order has already been shipped, address changes may no longer be possible. However, we will notify the shipping carrier, and you may be able to update the address directly with them.
Q. Why hasn't the tracking information been updated?
A. If the tracking status hasn't changed for a few weeks, your order may have been lost. Please contact us via the Contact Form or at info@tikusan.net so we can look into it.
Q. My package was returned because I wasn't home. What should I do?
A. Please contact the delivery service directly as soon as possible.
Unfortunately, we are unable to arrange redelivery. Please note that refunds cannot be issued for orders returned due to the expiration of the holding period at your local delivery service.
Any unanswered questions?
Feel free to reach out to us anytime.
Contact Us