Shipping policy
Shipping Policy
Last updated: September 22, 2026
Japan Heartful Store ships carefully selected products from Japan to customers worldwide. Available shipping methods, delivery estimates, and charges vary depending on the destination, order value, package weight, and carrier availability.
The shipping options and charges available for your order will be displayed at checkout.
Free Worldwide Shipping
Free worldwide shipping is available for orders of USD 250 or more, or the equivalent amount in the currency displayed on our website.
To receive free shipping, please select “Free Shipping” at checkout.
Free Shipping is generally provided using Standard Shipping. If you need faster delivery, please select Express Shipping at checkout. Any applicable charge will be displayed before you complete your order.
Free Shipping eligibility is determined by the order amount and currency displayed at checkout.
Processing and Delivery Times
Orders are typically processed within 1–3 business days, Monday through Friday, excluding Japanese public holidays.
Certain products may require additional time for sourcing, authentication, inspection, or preparation. Processing may also take longer during public holidays and peak seasons.
After your order has been handed over to the shipping carrier, the estimated delivery times are:
| Shipping Method | Estimated Delivery Time |
|---|---|
| Express Shipping | Approximately 1–7 business days |
| Standard Shipping | Approximately 5–15 business days |
| Economy Shipping | Approximately 5–25 business days |
Processing time and delivery time are separate. Not all shipping methods are available for every destination or order. The available methods and relevant estimates will be displayed at checkout.
Delivery times are estimates and are not guaranteed. Customs clearance, weather, public holidays, carrier congestion, remote locations, and local delivery conditions may cause delays.
Shipping Charges, Carriers and Tracking
Shipping charges are calculated at checkout based on the destination, order value, package weight and dimensions, and selected shipping method.
We use trusted carriers such as FedEx, DHL, EMS and International Air Packet through Japan Post, OCS, and Yamato Transport International TA-Q-BIN. The carrier used may vary depending on the destination and selected shipping method.
After your order has been shipped, you will receive a confirmation email containing your tracking information. Tracking updates may take some time to appear after the package has been handed over to the carrier.
United States Orders — Delivered Duty Paid (DDP)
Orders shipped to the United States are sent using Delivered Duty Paid (DDP) shipping.
Under DDP shipping, Japan Heartful Store arranges payment of applicable import duties, import taxes, and customs-clearance charges as part of the shipping process.
Customers in the United States will generally not be required to pay additional import duties or customs-clearance charges upon delivery.
Import-related charges may be included in the product price, shipping charge, or total amount displayed and accepted at checkout. Any applicable state or local sales tax displayed at checkout is separate from import duties.
Free Shipping and DDP are separate conditions. When a qualifying United States order is sent using Free Shipping, the shipment will still be arranged under DDP.
If you receive an unexpected request for import duties or customs-clearance charges for a United States order, please contact us before making payment whenever possible. Include your order number, tracking number, and a copy or photograph of the payment request.
Duties and Import Taxes Outside the United States
This section applies to orders shipped to destinations outside the United States.
Unless otherwise stated at checkout, customs duties, import VAT, local taxes, customs-clearance fees, and carrier handling fees are not included in the product price or shipping charge.
These charges must be paid by the recipient when required by the destination country or shipping carrier. Payment may be necessary to complete customs clearance and receive the shipment.
Not paying the applicable import charges does not automatically cancel the order. If a shipment is returned because the recipient did not pay the required charges, refused delivery, or did not complete customs procedures, the actual outbound shipping cost, return shipping cost, customs charges, carrier fees, and related expenses may be deducted from any eligible refund, to the extent permitted by applicable law.
We recommend checking your country’s import requirements before placing an order.
For additional information, please review our Customs Duties Information.
Delivery Address and Order Changes
Please provide a complete and accurate delivery address, including the recipient’s name, street address, building or apartment number, postal code, country, telephone number, and email address.
If you need to make a change, please contact us as soon as possible. We will make reasonable efforts to update the order before shipment, but changes cannot be guaranteed after order preparation or shipping arrangements have begun.
Once an order has been shipped, changing the delivery address may not be possible. Additional shipping charges may apply if a package is returned because of incorrect or incomplete delivery information.
Delayed, Lost or Damaged Packages
If your package is delayed, please check the tracking information and any notices from the shipping carrier or customs authority. If you need further assistance, contact us with your order number and tracking number.
We carefully inspect and pack orders before shipment. If a package is lost or arrives damaged, please contact us as soon as possible.
For damaged shipments, please provide photographs of the product, packaging, and shipping label. Please keep the product and all original packaging until the carrier investigation and our review have been completed.
We will assist with the carrier investigation and provide an appropriate resolution based on the circumstances, available evidence, carrier procedures, and applicable law.
Refused, Unclaimed or Undeliverable Shipments
Please contact Japan Heartful Store before refusing a shipment or requesting that it be returned.
A package may be returned because of unpaid import charges, refusal of delivery, incorrect address information, failure to respond to the carrier or customs authority, or failure to collect the package within the required period.
If a shipment is returned, the actual outbound shipping cost, return shipping cost, customs charges, carrier fees, and other related expenses may be deducted from any eligible refund, to the extent permitted by applicable law.
If reshipment is requested, the customer will generally be responsible for the new shipping charge unless the original delivery failure was caused by an error on our part.
Please review our Return & Refund Policy for additional information.
European Union and United Kingdom Customers
Customers in the European Union and the United Kingdom may have additional rights under applicable consumer protection laws. Where required by law, those rights will take precedence over this Shipping Policy.
If your order experiences a substantial delay, please contact us. We will review the shipment status and provide appropriate assistance.
Contact Us
If you have questions about shipping, customs, tracking, or your order, please contact us:
Email:
info@japanheartfulstore.com
Contact Form:
Contact Japan Heartful Store
Phone:
+81 90-5874-9087
Customer Service Hours:
9:00 a.m.–5:00 p.m. JST, Monday–Friday, excluding Japanese public holidays
For official seller information and our legal address, please review our Legal Notice / Information Based on the Act on Specified Commercial Transactions.