FAQ (Frequently Asked Questions)

・Download from your order history on your customer page after logging in (see image below).
　*If you wish to download, please register as a member and place your order after logging in.

・Credit card statement

・Bankbook, payment statement (if paying by bank transfer)

・Inquire with each payment company

※The receipts downloadable from your order history on the customer page are in PDF format. They meet the requirements for qualified invoices compatible with the invoice system, and revenue stamps are not required even if the transaction amount is 50,000 yen or more.

※Receipts cannot be downloaded until the product has been shipped.

※You can specify the addressee and item description when downloading.

※Please note that to prevent duplicate receipts, we do not issue individual receipts (send or enclose) to customers. Also, for the same reason, you can only download it once. Please be aware of this.

※Credit card statements can be used in place of receipts for tax returns, etc.

2. I want to specify the delivery (pickup) date and time.

・You can specify the delivery date and time in the date/time specification field and free entry field on the cart screen below. Please access the cart screen from the "Add to Cart" button on the product page or the "Cart" button.

・If there are items in your cart for which delivery date or time cannot be specified, that field will not be displayed. For inquiries or questions regarding delivery dates and times, please use the free entry field and the inquiry form.

・Even if you can specify the delivery date and time in the cart, if the packaged product fits in an A4 size cardboard envelope and weighs less than 4kg, we may not be able to accommodate your delivery date and time request. Please note this in advance (excluding frozen and refrigerated products).
If the product to be delivered falls under the above, it will be delivered by Japan Post's LetterPack Plus (hand delivery) or LetterPack Light (postbox delivery), or Click Post (postbox delivery).

・We apologize, but we cannot accommodate specific delivery method requests. Thank you for your understanding.
The delivery method of your product can be confirmed from the tracking number (link to the inquiry page) provided in the email sent after shipment.

・Questions and consultations regarding the feasibility of specifying delivery date and time, stock status, etc., are accepted via the input field on the cart screen and the inquiry form.

・Depending on stock availability and order details, we may not be able to meet your request.

・If paying by bank transfer, please make the transfer at least 7 days before the specified date.

・If the product is shipped via LetterPack Plus (hand delivery) and you are not available at the time of delivery, a re-delivery notice will be placed in your mailbox. You can request re-delivery and specify the delivery date and time from the notice, so please use this service.

3. I want to use unattended delivery.

We apologize, but we do not accept requests for unattended delivery as we cannot reliably specify it (cannot guarantee it) simply by asking the delivery company from our end (shipper) at the time of shipment.
Both Japan Post and Yamato Transport, which we use, allow customers to specify (prepare/arrange) unattended delivery themselves. Please refer to the links below for details.
The shipping method (tracking number, delivery company) is stated in the notification email sent at the time of shipment.

Japan Post

Yamato Transport

※Please note that for small items (A4 size or smaller) and small quantities of salt, pepper, miscellaneous goods, etc., we may ship using a postbox delivery method (LetterPack, Click Post) regardless of whether unattended delivery is specified. Thank you for your understanding.

4. I want to return an item (e.g., I received an item I didn't order).

We sincerely apologize for any inconvenience caused.
If you receive a product different from your order or a defective product, please contact us via the inquiry form within 7 days of receiving the product. We will bear the return shipping cost and promptly process a return or exchange.
However, we cannot accept returns or exchanges for products that have been damaged or stained by the customer.

5. I want to return/cancel an item (customer's convenience after the item has been shipped).

If you return (ship) the product within 7 days of receipt, we will accept returns due to customer convenience. Please note that the return shipping cost and handling fees for returns due to customer convenience will be borne by the purchaser.
Furthermore, if a shipped product is returned to us without being received by the customer, we will consider it as a cancellation. Thank you for your understanding in advance.

For returns due to purchaser's convenience or cancellations after the product has been shipped, once the product reaches us, we will refund the amount minus shipping costs and handling fees.

※If we bear the return shipping cost by cash on delivery or similar, the return shipping cost will also be deducted from the refund amount.

※For returns or cancellations due to customer convenience for orders paid by bank transfer, you will need to provide the bank account for the refund of the product price. We apologize for the inconvenience and appreciate your cooperation.

6. I want to check or change my order details.

Please check your order details (ordered products, price, delivery address, etc.) in the order confirmation email sent to you upon completion of your order. If you placed your order after logging in, you can also check it on your account page.

If you have not received an order confirmation email, please refer to "8. I haven't received order-related emails or responses to inquiries." The order confirmation email is automatically sent immediately after the order is completed.

To change your order details, please contact us via the inquiry form. Please contact us as soon as possible to ensure the changes can be made before shipment.
Especially for delivery addresses and email addresses, we kindly request you to provide the correct information via the form above rather than by phone to prevent misunderstandings.

※Please understand that changes to billing addresses or names cannot be accommodated due to security reasons.
Please note that billing information is used for verifying credit card validity and preventing fraudulent use (credit checks), so there will be no disruption to product shipment or delivery after the order is completed. Also, when issuing a receipt, you can freely change the address, addressee, and item description.

7. I want to manage my subscription (cancel, skip, etc.).

You can manage your regular purchase (subscription) as follows:

・Your account page (Subscription management page)
※Please log in in advance to view your account page.

・The link "Manage Subscription" in the email you received when you subscribed.

・The link "Manage Subscription" on the order completion page.

On the subscription management page, you can perform the following operations for your subscribed regular purchases. All operations can be performed from the "View details" or "Manage" buttons for active subscription products. Please make use of them.

※From the "Manage" button, you can skip or pause your next regular purchase.
※If your regular purchase is paused, the "Resume" button will be displayed instead of the "Manage" button.

・Skip (stop the next delivery)

・Pause (can be resumed at any time*)

・Cancel (terminate the subscription agreement*)

・Add/change delivery address

・Add/change payment method (bank transfer cannot be specified)

※Only future orders can be paused or canceled. If you wish to pause or cancel an already completed order, please contact us here.

※Even after a subscription is canceled (the subscription agreement is terminated), you can still view the contract details at any time by clicking the "View details" button.

※Once a subscription has been canceled, it cannot be resumed from the subscription management page. If you wish to reorder, please place a new order from the product details screen of the desired item.

8. I haven't received order-related emails or responses to inquiries.

We apologize for the inconvenience.
If you have not received order-related emails or responses to inquiries (and they are not in your spam folder), the following possibilities may be considered:

・They are no longer being received due to past security settings or spam countermeasures.

・They are not displayed in your inbox due to an automatic or previously set filtering function (they will be displayed if you disable the relevant filtering).

・Insufficient free space in your email service or device's (smartphone, PC, etc.) inbox.

・The email address you entered (registered) is incorrect.

・Incorrect transfer destination or payment amount for bank transfer (if you haven't received a payment completion notification).

・Other reasons (email rejection by Google, Microsoft, Apple, etc.).

In particular, emails are often not received when using mobile email addresses (e.g., @docomo.ne.jp, @softbank.ne.jp, @ezweb.ne.jp).
If you suspect this is the case, please contact us via the inquiry form. We will resend various emails or send them to a different email address as needed.

If you are using spam settings or filtering functions, please set or release the settings so that you can receive emails from [uchinaamun.miyagimeat@gmail.com] and [store+58860896421@t.shopifyemail.com] in advance.

※By specifying [uchinaamun.miyagimeat@gmail.com] and [store+58860896421@t.shopifyemail.com] in the address-specific reception function (reception list settings, filter settings, sender safe list, etc.) of various email services, email reception may be allowed (become receivable). Please try it if you like.

※We mainly send the following emails to customers regarding orders:

・Order content confirmation

・Product shipment notification

・Response to inquiries and notification of delivery date acceptance (availability)

If you selected bank transfer as your payment method, we also send the following emails:

・Transfer destination guidance (at the time of order acceptance)

・Payment completion notification (at the time of transfer acceptance)

※If you do not receive a payment completion notification for bank transfers, please also refer to the next section "9. I don't know the transfer destination, or I want to know if the transfer has been completed."

※Order details, payment acceptance status, and shipping status can be checked at any time on your customer account page. (Please log in beforehand to view your customer account page.)

9. I don't know the transfer destination, or I want to know if the transfer has been completed.

If you selected bank transfer as your payment method, we will send you the following emails. Both emails have the subject "Payment to Uchinamun".

・Transfer destination information (upon order receipt)

・Payment completion notification (upon transfer receipt)

If you do not receive these emails (and they are not in your spam folder), please refer to the previous section "8. I haven't received order-related emails or responses to inquiries."

※If you made a mistake with the transfer destination or payment amount during the bank transfer, providing the following information will help us investigate more smoothly:

1. Date and time of transfer

2. Bank account number of the transfer destination

3. Name of the transferor (in Katakana)

4. Transfer amount

※The correct transfer destination for bank transfers is an account in the name of "KOMOJU Inc.", which is our payment processing company.
If you transferred the product price to an account not in the name of "KOMOJU Inc.", we may not be able to investigate or confirm its whereabouts or whether payment has been made and the amount. Please understand this in advance.

※If you select bank transfer at the time of order, you can send the payment details (bank account information for transfer, transfer amount, etc.) to LINE from the order completion screen. Please make use of this feature.

10. I couldn't make the transfer by the deadline, and I want to extend the deadline.

If you were unable to make the transfer by the deadline, we apologize for the inconvenience, but please reorder the same product. Due to the external payment system we use, we cannot change the deadline after an order has been placed. We appreciate your understanding.

Please note that the bank account for transfers changes with each order. Even for subsequent orders, transfers to the same account as the previous time cannot be accepted as payment. Please be aware of this.

11. I want to change or cancel my order.

If you have made a mistake in the product or quantity ordered, or if you wish to change the delivery address, please contact us via the inquiry form to inform us of the changes. Please note that for cancellations after the product has been shipped by our store, the refund will be the amount minus shipping costs and handling fees.

12. I want to know the shipping cost when ordering a set product and individually sold products at the same time.

We apologize, but even if you purchase individual items along with a set item, you will be responsible for the shipping cost of the individual items.

However, if you order multiple types of products together, the total payment might be lower if you choose the individual item price (shipping extra) for the desired quantity + shipping fee (1300 yen).
Please consider this option.

Thank you for your understanding.

13. My item hasn't arrived, and I want to check the shipping status or estimated delivery date.

[If you have received a "Product Shipment Notification (email)"]
You can check the delivery status using the "Tracking Service" of each delivery company. Please check via the tracking link in the product shipment notification email, or enter the tracking number (inquiry number, see image below) from the email at the links below.

Japan Post (Yu-Pack, LetterPack, Click Post)

Yamato Transport (Takkyubin, Amazon Delivery)

※Most orders are shipped from Okinawa Prefecture, so the estimated delivery date for outside the prefecture is 1-3 days after you receive the shipping notification email.

[If you have NOT received a "Product Shipment Notification (email)"]
The product has not yet been shipped. We apologize for the inconvenience, but please wait for the product to be shipped.
We aim to ship within 5 business days after order confirmation, but this may vary depending on inventory, manufacturer, or wholesaler circumstances.Additionally, for products that have information about shipping, arrival, or stock status on the product details page (below the red "♥ Add to Favorites" button), the above does not apply.
For more details, please contact us via the inquiry form.

※Due to weather conditions (delays or cancellations of sea or air freight due to typhoons or bad weather), product delivery may be delayed even after shipment.

※If you chose to pay by bank transfer, the product will be shipped after we confirm your payment. If you have not received a payment completion notification email after making the transfer, it is possible that the transfer destination was incorrect. If you suspect this is the case, please contact us via the inquiry form.

※Products may not have been shipped due to incomplete delivery address information. Please check your inbox, including your spam folder, for any confirmation emails from our store.

※Stock availability and lead times vary by product. Also, due to system constraints, ordered products will be shipped only after all items are ready.
For example, if you order an in-stock product and a product that will take one week to arrive at the same time, all products, including the in-stock one, will be shipped after one week.
Especially when ordering multiple types of free shipping sets, we kindly ask you to consider placing separate orders. This increases the possibility of receiving your products earlier.

14. I can't log in, or I've forgotten my password.

Please enter the email address you registered with when creating your account here. An email to reset your password (subject: Customer Account Password Reset) will be sent to that email address. Please click "Reset password" and register your password again.

15. I want the item delivered as a gift, or I want a "noshi" (gift wrapping) attached.

We apologize, but from the perspective of cost reduction and environmental protection, we pack and ship products in recycled boxes with simple packaging, so it may not always be suitable for gifts or presents. Thank you for your understanding in advance.

Additionally, we refuse to ship products with "noshi" (gift wrapping) due to the high possibility of them getting dirty, wrinkled, or torn during transportation. We appreciate your understanding.

We can omit items that show prices (order details) from the package, so please feel free to request this.

16. The item arrived in an Amazon box or via Amazon delivery service.

To deliver good products to our customers at the lowest possible price, we utilize Amazon's delivery service for some products. The purpose of this is to reduce delivery costs and improve efficiency. Products delivered in Amazon boxes or via Amazon delivery service are still products from "Uchinamun," so please use them with confidence.

17. The item arrived in a box for a different product than what I ordered.

At Uchinamun, from the perspective of cost reduction and environmental protection, we pack and ship products in recycled cardboard boxes with simple packaging. (There may be exceptions, such as sending products in their original boxes without opening them upon arrival, or using LetterPack Plus, Click Post, etc.)
We strive to reduce packaging costs and prevent packages from becoming unnecessarily large (and increasing shipping costs).

The cardboard boxes we use are new, odor-free, and undamaged boxes that were used when new products were stocked.

18. I can't find the item I want.

We sell more products on Amazon. If you like, please use this link. You can search for products from the search bar at the top of the screen.

19. I want to order a larger quantity than existing set products.

Uchinamun is always accepting requests for quotes.
Quotes are free of charge.
We can also accommodate orders for quantities exceeding the stock displayed on the screen, and consultations regarding delivery times, so please feel free to inquire.
Please contact us via the inquiry form, specifying the product and quantity.

You can choose your payment method just like with existing products. (If you prefer a payment method other than bank transfer, we will prepare a dedicated order page on our website, so you can place your order at your convenience.)

20. I want to purchase items for various events, school, or kindergarten activities.

Uchinamun also accepts bulk purchases (procurement) for various festivals, events, school festival stalls, and Eisa-related products (parankuu, large drums, etc.) for sports festivals and athletic meets.
We are always available to provide free quotes for orders of quantities larger than existing set products, so please feel free to inquire.

Also, depending on the product and timing, shipping may take over a week. When placing an order or requesting a quote, please let us know your desired delivery (receipt) date and time. We will contact you beforehand to inform you whether delivery by the requested date is possible and the estimated shipping date.

21. I want an invoice/delivery note.

Invoices and delivery notes can be downloaded using the methods below.

【Invoice】

A dedicated link is provided in the order confirmation email sent at the time your order is accepted.
Please download the invoice from "※You can download your invoice here." above the blue "View Order" button.

※The addressee on the invoice will be the "billing address" specified at the time of your order.
※To prevent duplicate issuance, you can only download it once. Please be careful not to lose it.

【Delivery Note】

You can download it in the same way as a receipt.
Please download it from the "Delivery Note" button in your order history on the Customer Page after logging in. (If you wish to download, please register as a member and place your order after logging in.)

※The addressee on the delivery note will be the "shipping address" specified at the time of your order.
※To prevent duplicate issuance, you can only download it once. Please be careful not to lose it.

22. What are Shopify Payments and KOMOJU Inc.?

Shopify Payments, KOMOJU (Komoju), and DEGICA (Dejika) are the names of the services and their operating companies that our store uses to receive product payments from customers.
Our store receives product payments from customers through these services and companies.

There is no problem if the billing source for credit cards or the transfer destination for bank transfers is the name of the service or company mentioned above.

23. I want to specify post office pickup or Yamato Transport sales office pickup.

Post office pickup and Yamato Transport sales office pickup are only available if the delivery method (delivery company) specified by our store matches the delivery company of the pickup location. Please understand that we cannot accept specific delivery method requests.

※If we cannot accommodate your request, such as specifying post office pickup for items shipped via Yamato Kuroneko Yamato, we will contact you after confirming your order details.

※If you wish for post office pickup or sales office pickup, please provide the following information. We kindly ask you to provide all information at the time of your order.
If you are unable to enter it in the designated field, please send supplementary information using the free text field in the cart or the inquiry form.

・Name of the post office or sales office for pickup: "〇〇 Post Office hold" or "〇〇 Sales Office hold"
・Recipient's (customer's) name, address, and phone number

※After the item has been shipped, you can change the pickup location yourself (to pickup at a post office or hold at a Yamato Transport sales office).
Please follow the procedures on each company's website, app, or the URL for checking delivery status (provided in the shipping notification email sent when the item is shipped).
Please refer to the following for more details.

Japan Post

Yamato Transport

※Items can be held at the post office or Yamato Transport sales office for 7 days (3 days for Yamato Kuroneko Yamato's refrigerated/frozen delivery) from the date the item arrives at the office. After this period (storage deadline), the item will be returned to our store.
When using this service, please pick up your item as soon as possible.

24. I want it shipped outside of Japan （I want it shipped outside of Japan）

We apologize, but all orders shipped outside of Japan will be quoted individually.
Please use our inquiry form to let us know the desired product name, quantity, and delivery address. We will then respond regarding delivery feasibility, total cost including shipping and handling fees, and required delivery time.

*When shipping outside of Japan, returns due to customer convenience are not accepted. We appreciate your understanding.

*Due to shipping time restrictions, we may not be able to ship products with short expiration dates.

*Unless your order exceeds 100kg in total weight, shipping will be via Japan Post airmail (EMS (International Express Mail), International Parcel, International Air Packet, or Small Packet). Orders for countries/regions, products, or quantities that cannot be delivered using these methods may not be accepted, or shipping may take a very long time.

Please refer to the following for country/region-specific conditions (types of products that can be shipped, package size, etc.).

https://www.post.japanpost.jp/cgi-kokusai/index_en.php

*If refrigerated or frozen shipping is required, the only shipping method available is EMS (Express Mail Service, delivered in a dedicated insulated box), and the only countries/regions available are Taiwan, Vietnam, Malaysia, and Singapore. Even within these countries/regions, delivery may not be possible depending on the destination address.

For more information, please see below.

https://www.post.japanpost.jp/int/ems/cool/index.html

*Once the quantity, shipping method, and payment amount of your order have been confirmed, a dedicated product page will be prepared. You can place your order from there at any time.
Payment methods include credit card and bank transfer (products will be shipped after the transfer). Google Pay, Apple Pay, and Shop Pay are also accepted.

*From the second time onwards, if you are ordering the same product, quantity and delivery address, you can order at any time from the dedicated product page above, just like for deliveries within Japan. In this case, there is no need to contact us in advance.

25. Other (I want to know about shipping fees, shipping, payment methods, etc.)

Information regarding shipping fees, shipping, delivery, payment methods, prices, reasons for low prices, etc., is summarized in the "Guide to Use" section on the top page (below the top 10 popular products) and at the bottom of each product detail page.
Please refer to it.

26. I want to inquire about an Amazon order.

We apologize, but for inquiries regarding Uchina-mun products sold on Amazon or Amazon orders (including regular purchases), please first contact Amazon Customer Support below.
We will answer what we can through Amazon.
Phone support is also available at the Amazon Customer Service below.

Amazon Customer Service Toll-Free Number
0120-899-543 (Open 24 hours a day, 365 days a year)

Amazon Customer Service URL
https://www.amazon.co.jp//gp/help/customer/contact-us/

※Based on Amazon's terms, our store does not provide telephone support to purchasers.

※We apologize for the inconvenience, but please contact Amazon directly for inquiries regarding regular purchases. We do not have the authority to confirm the status of regular purchases or cancel contracts (stop product shipments), nor can we instruct or request Amazon to take action on behalf of the customer.

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FAQ (Frequently Asked Questions)