FAQ | Orders & Returns

  • How much is shipping?

    The cost of shipping varies according to where you are in Japan. 

    Kanto: 525 yen

    Okinawa: 1000 yen

    Everywhere else in Japan: 735 yen.

    There is also a cool surcharge of 225 yen and a frozen surcharge of 225 yen.

  • How will my order be delivered?

    We use the delivery company Yamato Takkyubin. 

  • When will my order arrive?

    Orders received by midday will be shipped the following day. Orders received after that will be shipped the day after. Delivery takes between one and two days, depending on where you are located. Orders are shipped from Saitama so orders to Hokkaido, Kyushu and Okinawa will take two days.

    For example, if you order by midday on Monday your order will ship on Tuesday. If you live in Tokyo it will arrive on Wednesday, but if you live in Hokkaido it won't arrive until Thursday.

    If you're in a rush please email tengu@alishan.jp and we'll do our best to get your order shipped as soon as possible.

  • Can I choose a delivery time?

    Yes you can. Yamato Takkyubin offer the following time slots:

    morning, 12-2, 2-4, 4-6, 6-8 and 8-9pm

    You can choose the time slot you prefer when checking out.

  • Can my order be left by my door if I'm not home?

    If you order is paid for by credit card this will depend on your delivery guy. Some areas, particularly rural areas, are able to have their orders left by the door but in Tokyo it's much less likely. You can ask for the order to be left in a delivery box if your apartment has one, or for it to be left with the apartment caretaker. You can also have the delivery held at your local yamato depot allowing you to pick it up at a convenient time. Please write any special requests in the comments of your order during checkout.

  • Where's my order?

    If you ordered more than a week ago and your box still hasn't arrived please contact us at tengu@alishan.jp or 042-982-4811.

  • Can I send an order to my friend?

    Yes, you can; just enter your friends name and contact details into the shipping address section. Please remember if you're shipping an order to a friend to select payment by credit card otherwise your friend will have to pay for the order.

  • Can you ship to another country?

    Unfortunately we aren't able to ship outside of Japan.

  • There's a problem with one of the products I received. What do I do?

    If a product arrives that is damaged or faulty in some way please don't hesitate to contact us. We can organize a refund or send a replacement depending on what you would prefer.