FAQ

Shipping

Q.1 How do you ship orders?
A.1 We send your items by international Express Mail Service (EMS).
Q.2 What is the Express Mail Service (EMS)?
Express Mail Service (EMS) means
Speedpost in Hong Kong
EMS in Taiwan
EMS in China
EMS in Korea
Speedpost in Singapore
Express Mail International (EMI) in USA
Xpresspost in Canada
Q.3 Can DAGASHI ship my orders by surface mail or airmail?
A.3 We do not send items by sea or regular airmail.
Q.4 What are Shipping and Handling Charges?
A.4 Shipping & Handling fees are charged for each order to cover the costs of processing and shipping.
They include EMS shipment fees or international/domestic courier shipment fees and insurance fees etc.
See our Shipping & Handling Fees here.(->click)
Q.5 Will my order be subject to other charges in addition to Shipping and Handling?
A.5 Certain kind of items may be charged extra charges for individual shippings. This individual shipping charge will be applied per one and each items.  (Even in the event that an order total meets or exceeds a threshold to be eligible for a free shipping and handling campaign, the special shipping charge will still apply.)
Half that amount is borne by DAGASHI with the other half being the responsibility of the customer. Every unit ordered of an item that has a special shipping charge will incur that charge on top of the basic price.
(Even in the event that an order total meets or exceeds a threshold to be eligible for a free shipping and handling campaign, the special shipping charge will still apply.)

 (For shipment overseas (outside of Japan))
The amount charged to you will be the total sum of the merchandise plus the shipping & handling fee and special shipping fee.  


(For shipment within Japan)
The amount charged will be of the total sum of the merchandise plus the shipping & handling fee and consumption tax.

Orders may be subject to import tax, value tax, customs handling fees, and/or delivery fees in some countries or regions.
In this case, the customer (or the recipient if the merchandise is not shipped to the customer) should be responsible for the payment of any such taxes or fees.

DAGASHI.info does not charge for these taxes and fees and so they are not included in our shipping and handling charge. Please contact the customs office, post office or delivery company directly for details.

Q.6 What are customs duties?
A.6 Taxes charged by the destination country on incoming goods. Those rates depend on each country. Also they are varied by purchased items.
Customer should be responsible for the payment of for any such taxes or fees.
For more information, please contact the customs office of the country you are concerned about.
Q.7 What happens if I don't pay the customs duties?
A.7 Import tax is subjected to the law of your living country.
Customers as the importer have the responsibility for paying the import tax.
If you refuse to pay the import tax, you cannot get the parcel.
For this case, the parcel will be returned to DAGASHI.
In the event that an order is returned to us after the retention period at the post office has passed after failed delivery attempts, we cannot provide a refund for the shipping and handling costs.
Additionally, we will subtract the actual amount of the shipping costs from the item subtotal before making a refund.
Q.8 What happens if I refuse to accept an order?
A.8 If you refuse to accept the delivery of an order, or if an order is returned to us after the retention period at the post office has passed after failed delivery attempts, we cannot provide a refund for the shipping and handling costs.
Additionally, we will subtract the actual amount of the shipping costs from the item subtotal before making a refund.
Q.9 How long will my order take to reach me?
A.9 We endeavor to ship your order to you within 9 days, counted from the day after your order is placed.
Orders are shipped by the Japan Post International Express Mail Service (EMS) international courier, and you can follow your package's progress using a tracking number.
For customers living in Japan, we will ship the items in the Yu Pack of Japan Post.(JP)
Regarding delivery within Japan, it arrives the next day after shipment at the shortest.
(※ Some areas excluded)
Q.10 Can I specify the shipping date?
A.10 The shipment date cannot be specified.
Please kindly understand that we cannot do so, even if you notify us of your absence in advance.
Q.11 Can I specify the date and time of my order's delivery?
A.11 The date and time of delivery of orders sent by Express Mail Service (EMS) cannot be specified.
Q.12 I haven't received my order yet.
A.12 1. If you haven't received a Shipping Advice email, your order may not have been shipped yet.
Please login and check your order history for the status of your order.
If you enter the mailing number (eg EE 123456789 JP) from the homepage of overseas post office, you can check delivery status of your package, so please use by all means. (Except for some countries)
To trace Express Mail Service (EMS) packages: http://www.post.japanpost.jp/(English available.)
HongKong:http://app1.hongkongpost.com/CGI/mt/enquiry.jsp?mail_type=ems_in
Singapore: http://www.speedpost.com.sg/
Taiwan: http://postserv.post.gov.tw/
China: http://www.ems.com.cn/
USA: http://www.usps.com/
Canada: http://www.canadapost.ca/
Australia: http://ice.auspost.com.au/
KOREA: http://www.epost.go.kr/
Q13.Can I change the shipping address after order completed?
A13. If you contact us before shipping, we can change the delivery address.
However, it can not be changed when the addressee country changes.
Q.14 Can I ship my order to an address other than my registered address?
A.14 If you wish to ship to an address other than your home address, add and select a new address from "My Account" or at the "Shipping Address" page that appears during the checkout process.
Please note that we do not accept changes of shipping address once we receive your order.
* Registered members only
Q.15 Can I ship items to multiple shipping addresses?
A.15 We are very sorry, but you can only specify one address per order.
If you want to ship items to multiple addresses, you have to order separately for each address.
However, please be reminded that you will be charged for shipping and handling charges  for with each orders.
Q.16 Can I ask to wrap items in several pack for one order?
A.16 Normally, we pack purchased items per order so that we cannot wrap items in several packs.
However, for the case of high-volume order, it may be wrapped in several packs.
We reserve the right to combine multiple orders from the same customer, and ship them together as one unit.
Q.17 I want to send my order as a gift, so can you wrap my items?
A.17 We do not provide wrapping services as it is possible that the product may be opened at the customs in each country.
Please kindly understand that we do not provide a wrapping service for deliveries within Japan as well.

Order

Q.1 Are there any countries or regions not accepted orders?
A.1 Countries we ship to are restricted by the operating areas of the delivery services we use.
For more information, please click “Help” at the upper left of our home page, then check “Areas We Ship To”.
We cannot deliver food items which are determined as contraband in some countries and regions.
We take every possible measure confirming with JP POST about this matter beforehand, but in case we cannot deliver the ordered items, we will refund the payment of goods.
For more information we recommend things to have check on your own.
Q.2 I want to check if I succeeded my order or not.
A.2 You may check your order by two ways described as follows.
1."Order Confirmation" should be sent to your registered email address.
If you do not receive this email, please contact at dagashi.ec@gmail.com stating with your Member ID, Order ID and your name.
2. Please log in to "My Account" and check your [Order History].
Q.3 I want to check my order history.
A.3 Please log in to "My Account" and check your [Order History].
Please impute the order date in two digits each of year, month, and day.
If no order date is entered, your last one year purchase up till today will be shown.
(Purchase before last year cannot be searched.)
Q.4 I do not receive "Order Confirmation."
A.4 We are suggesting that:
1) Your order is not completed.
2) Your mail box is over in capacity.
3) You are using a wrong e-mail address for registeration.
4) The mail of order confirmation is in the trash folder automatically.
If you want to confirm your registered e-mail address, please log in and
check "My account".
If all the above are not in case, please kindly contact at dagashi.ec@gmail.com
Q.5 I tried to check out many times but I couldn't complete the process
A.5 Each method of payment, credit card and PayPal, has its own regulation for payment.
For the credit limit and conditions, please contact the related company (credit card company or PayPal ) of payment for details.
Q.6 I want to change the shipping address.
A6. If you contact us before shipping, we can change the delivery address.
However, it can not be changed when the addressee country changes.
Q.7 Can I change or cancel my order?
A.7 We begin preparation to ship your order as soon as we receive it.
As much of the processing is performed automatically by our computer system, we regret that no changes can be made to your order after we have received it, and that your order cannot be cancelled.
Q.8 There is a shortage item in my order.
A.8 We are very sorry but we will not be able to deliver items out of stock.
【Payment by credit card】
We shall NOT charge for the shortage item. Please do not worry.
If all items in your order are out of stock, the order will be canceled and will not be charged.
【Payment by Paypal】
We shall make a refund of the merchandise cost when delivery. Please do not worry.
If all the items in your order are shortage, your order will be cancelled and full price will be refunded.
It may take from a few days, to the maximum of 10 days for the refund to finish processing.
There may be differences in the total amount refunded due to exchange rate differences.
Our customer service will send an e-mail of "Shortage Notice" for notification.
Q.9 Can I order over the Internet only? What about by phone or fax?
A.9 We only accept orders through our website (from shopping cart)
* We do not accept orders by e-mail, telephone, or FAX.

Our Product

Q.1 I want to know the stock availability.
A.1 The stock availabilities shall be displayed on each items’ detail pages.
We update the stock status frequently; however, the status is changing every second. Please note that there might
be possibility that items are short on stock, even though the screen shows "In Stock" sign.
Q.2 Will Stock-Out item be replenished again?
A.2 We update stock status every day.
Stock-Out items may come in again.
We recommend you to check the availability frequently.
Please note that there will be no restock for sale items.
Q.3 I cannot find the items that are used to be on this site now.
A.3 1. The item may be out of stock.
If the stock is available in the near future, it will be displayed again.
2. The period of sale may be over.
 The period of sale may be over.
Please note that there will be no restock for those items.
For the sales items, there will be no restock.
Q.4 Can I ask to wrap items in several pack for one order?
A.4 Normally, we pack purchased items per order so that we cannot wrap items in several packs.
However, for the case of high-volume order, it may be wrapped in several packs.
Please note that we may combine multiple orders from the same customer, and ship them together as one unit.
Q.5 How does my order come packaged?
A.5 Items will be packed in a highly water repellent, sturdy paper bag or cardboard box and then sent.
(We ask for understandings and regards for the simple packaging.) Fragile or easily-damaged items will be wrapped in packaging materials such as bubble wrap and then sent out.
Q.6 Can I order fancy wrappings for items?
A.6 We do not provide wrapping services as it is possible that the product may be opened at the customs in each country.
Please kindly understand that we do not provide a wrapping service for deliveries within Japan as well.
Q.7 Is this item in stock? Please let me know when it will be.
A.7 Due to factors such as order volumes and agreements with suppliers, even items listed as being in stock may sell out before we can fill your order, or may take extra time to be obtained.
Please consider the stock availability shown when you order as "probable," and note that occasionally we may not be able to send you an item that was listed as being in stock when you made your order.
In general, items that are in stock displayed, but there are also items displayed that are manufactured after order placement.
We will contact you in advance should it take a number of days for your item to be ready. Therefore, if you have any inquiries regarding stock availablity or manufacture time, please kindly contact for dagashi.ec@gmail.com .
Q.8 Tell me about items I can't return.
A.8 We cannot accept the return of exchange of items that have been tried on or used.
Q.9 Can I reserve a currently out-of-stock item?
A.9 Please ask dagashi.ec@gmail.com

Technical Trouble

Q.1 The text comes out garbled.
A.1 If you do not have a Japanese font installed on your computer and you wish to use our Japanese site, you will need to install a Japanese font first.
Q.2 The window takes forever to change.
A.2 The trouble is probably being caused by your browser's cache.
Refreshing the page without using the file saved in your cache should solve the problem.
To do this in Internet Explorer, hold down the [Ctrl] key and click on the [Refresh] button in your browser window.
(Do not click the [Refresh] button at the payment screen.)
Q.3 The window just stopped while I was shopping. Why?
A.3 We are very sorry about this, but the window can stop or a page can appear blank when we are experiencing an extremely high volume of traffic.
In such case, close the window and access our site again from the beginning.
However, please be reminded that when you close the window, any items you had put in your shopping cart will be canceled.
Q.4 The error screen is displayed while I am placing order.
A.4 Please access our site and place the orders again from the beginning.
Please note that for these cases, any items you had put in your shopping cart may be canceled. If there are problems that cannot be solved with the directions above, we apologize for the inconvenience but please contact us at dagashi.ec@gmail.com.
Q.5 The time-out screen is displayed while I am shopping.
A.5 The server may be busy due to a high volume of traffic. We apologize for the inconvenience, but please wait fora while and then try to access our site again.

Member ID & Password

Q.1  I forgot my member ID.
A.1 Please email dagashi.ec@gmail.com with the following information:
1. Your name
2. Your registered address
3. Your registered email address
4. An order ID (if you have ordered from DAGASHI before)
When we have checked this information with your registered details, we will email you with your member ID.
Q.2 I forgot my password.
A.2 Click the [Login] button at the top right of our home page, enter your registered email address at the "If You Have Forgotten Your Password" section and click [Inform Password].
Your password will be emailed to your registered email address.
 (If you do not receive that email, please email dagashi.ec@gmail.com.)
Q.3 I cannot complete my registration!
A.3 Entering double-width characters when single-width characters are required, or entering unnecessary spaces, quotation marks and special characters etc. will prevent you from registering. Please check you have entered your information correctly.
If you are still unsure why you cannot register, please contact us at dagashi.ec@gmail.com
Q.4 Is it necessary to register as a member to order from DAGASHI?
A.4 Our service is open to any persons without membership.
Q.5 What kind of benefits can I get if I become a registered member?
A.5 Registered customers receive promotional news and information about new arrivals and bargain sales. (For customers to receive information e-mails)
Q.6 I want to change my e-mail address registration..
A.6 Please inform us your Member ID, old and new e-mail addresses, date of birth and your full name by sending e-mail to dagashi.ec@gmail.com from your new e-mail address.
Q.7 I want to change my registered information (address or name etc.).
A.7 Please log in and click the [My Account] button. Enter and save the information that are to be updated.
Q.8 Can I change my password as often as I like?
A.8 Please log in and click "My Account" button and you can change your password as often as you like on the displayed screen.

Payment

Q.1What are the available methods of payment?
A.1 Below are the methods of payment available for the different languages.

 

Credit Card

PayPal

Japanese

Available

Available

English

Available

Available

Q.2Can I pay for my items cash on delivery?
A.2At present we do not accept cash on delivery payment.
Payment can be made by credit card or PayPal.
Q.3Is there a limit to how much I can purchase?
A.3 The maximum purchase limit per order is 2,000,000 yen per order. This limit or 2,000,000 yen only includes the total item amount and does not include shipping & handling fees and special shipping fees.
Q.4What currency will I ultimately have to pay with?
A.4The currency for payment will be Japanese Yen.
Q.5What is the exchange rate?
A.5 Please contact your credit card company or PayPal, to find out the exchange rate they are using.
Please note that the approximate price estimate displayed on the item information pages is intended only to be a rough guide.
The rate used to calculate this estimated priceand the actual rate used when you make your purchase may differ.
Q.6I want to change the method of payment after making an order.
A.6 If you wish to change your payment method after ordering, please contact dagashi.ec@gmail.com
Q.7I'd like a receipt.
A.7Please kindly contact dagashi.ec@gmail.com
Q.8If my ordered item is out of stock, what will happen be happened to my payment?
A.8【Payment by credit card】
We shall NOT charge for the shortage item. Please do not worry.
If all the items you ordered are out of stock, it will be an order cancellation and will not be charged at all.
【Payment by Paypal】
We shall make a refund of the merchandise cost when delivery. Please do not worry.
If all the items in your order are shortage, your order will be cancelled and full price will be refunded.
It may take from a few days, to the maximum of 10 days for the refund to finish processing.
There may be differences in the total amount refunded due to exchange rate differences.Our customer service will send an e-mail of "Shortage Notice" for notification.
Q.9Do I have to pay anything other than the cost of the items?
A.9 As well as the item amount, you will be charged a shipping & handling fee (and special shipping fee for certain items).
 (For shipment overseas (outside of Japan))
The amount charged to you will be the total sum of the merchandise plus the shipping & handling fee and special shipping fee.
(For shipment within Japan)
The amount charged will be of the total sum of the merchandise plus the shipping & handling fee and consumption tax.