FAQ
Q: Can I cancel my order?
We will accept cancellations only if the order has not yet been shipped. If you wish to cancel your order, please contact us as soon as possible via the inquiry form.
[Notes]
• We will check the shipping status of the product after receiving your inquiry. Depending on the timing, the shipping process may have already begun, in which case we may not be able to respond to your request.
• We cannot accept cancellations or changes to pre-order items after the order has been confirmed (including changes to color, size, quantity, etc.).
Q: Are there any restrictions on the number of items I can purchase?
Purchase restrictions, including whether or not there are restrictions and the number of items that can be purchased, vary depending on the product. Please check the individual product pages for details on any purchase restrictions.
*Please note that this measure is implemented to ensure fair distribution of products to all customers and to prevent resale.
*Also, for overseas shipments, in order to guarantee safe delivery of the goods, purchase restrictions are also applied when the total weight of the order exceeds 10kg.
You cannot place an order if your cart contains items that exceed the specified weight limit.
If you are unable to check out, please try again after reducing the number of items in your cart.
Q: I can't add items to my cart, even though I'm within the purchase limit.
Please note that each product is subject to limited stock. Therefore, even if you are within the purchase limit, you may not be able to purchase the product. Thank you for your understanding.
Q: Can I change the size or color after I complete my order?
Due to the specifications of our order system, we cannot change the contents of an order once it has been confirmed.
If you wish to change to a different size or color after completing your order, you will need to cancel your order and purchase the desired product again.
[Notes]
Please note that the product may be sold out before you can place another order.
* Depending on the ordered products, we may not be able to accept order cancellations, such as for products that cannot be canceled.
Q: Is there a way to check if my order has been placed successfully?
If your order has been successfully completed, you will receive an "Order Completion Email (Automatically Sent)" to the email address you provided during the order process. If you do not receive the email, please check your spam folder.
We also recommend that you enable the reception of emails from the following email address in advance.
-----------------
● skaterjohn.tyo@gmail.com
● store+68385898717@t.shopifyemail.com
-----------------
[Notes]
- We do not recommend registering a mobile carrier email address (such as @docomo.ne.jp / @ezweb.ne.jp / @au.com / @softbank.ne.jp, etc.) because there is a possibility that you will not receive emails from us. We recommend using a different email address, such as Gmail.
* If you wish to change the email address associated with your order, please contact us via the inquiry form.
Q: Is it possible for items in my cart to sell out?
The product will be secured at the time your order is completed.
Adding an item to your cart does not guarantee that the item will be available; it may sell out.
*Please note that due to the timing of inventory updates in our system, there may be cases where an item is actually out of stock even after your order has been confirmed.
In this case, please note that we may process a refund.
Q: Can I change the delivery address after completing my order?
If the shipping process has not yet begun, we can accept changes to the delivery address.
Please contact us as soon as possible via the inquiry form.
*Please be sure to enter the correct order number.
[Notes]
* Please note that even if you change your address on your account page after your order has been confirmed, we cannot reflect the change on the shipping label. Please be sure to contact us via the inquiry form .
- We will check the shipping status of the product after receiving your inquiry. Depending on the timing, the shipping process may have already begun, in which case we may not be able to make changes. In that case, please check the shipping company and tracking number listed in the shipping completion email and request a change of delivery address to the shipping company's sales office.
Due to a service change by Yamato Transport, effective June 1, 2023, if you change the delivery address (forwarding) to an address other than the one you specified, you will be responsible for the shipping fee from the delivery address listed on the shipping label to the changed delivery address. Please note that if you change the delivery address (forwarding), the shipping fee will be collect on delivery, and delivery to a delivery box will not be possible.
Q: When will the product be shipped?
After your payment is confirmed, items (excluding special items, limited edition items, and pre-order items) will be shipped sequentially within 5 business days.
* Please note that the order will not include items ordered on the same day.
*If a shipping date is set for items ordered at the same time, they will be shipped together according to the latest shipping date. [As of 2025/08/08: If you order items scheduled for shipment on 8/18 and regular items together, all items will be shipped after 8/18.]
[Notes]
We will send you a shipping completion email once the delivery is complete.
We are open for business on weekdays only, excluding Saturdays, Sundays, and public holidays. We do not ship products outside of business hours. ( Business hours: 9:00 AM to 5:30 PM (weekdays) )
- We will announce any extended holidays, such as during Obon, Golden Week, or the New Year's holiday period, on the top page of our sales website and on various social media platforms.
* Please note that the delivery date may vary due to traffic conditions or congestion in logistics. Also, delivery to remote islands may take a little longer.
- For pre-order items, please check the expected shipping date listed on the product page. *Please note that this shipping date is an estimate and may vary depending on production and shipping conditions.
Q: Could you please ship this together with my other order?
We cannot ship items with different order numbers together.
Due to the specifications of our order processing system, products will be shipped according to the order number.
Q: How much is the shipping fee?
Please refer to the following for shipping costs within Japan.
It varies depending on the shipping destination area.
■Domestic Shipping Fee Honshu/Kyushu: ¥950
Hokkaido/Okinawa: ¥1500
*Please note that Yamato Transport is the primary shipping carrier.
* Free shipping applies to orders totaling 15,000 yen (including tax) or more (excluding overseas).
■ Overseas Shipping Costs Shipping costs vary depending on weight and region.
Shipping fees depend on weight and destination.
*Shipping will be via EMS.
*Due to EMS regulations, delivery to some regions may not be possible.
In that case, we may contact you after you place your order and cancel it. Thank you for your understanding.
*Please note that delivery may be delayed due to shipping conditions or customs procedures.
*For overseas shipping, there is a weight limit per order. If your cart contains items that exceed the weight limit, you will not be able to place your order. If you cannot check out, please reduce the number of items in your cart and try again.
*Please note that depending on the country or region of delivery, customs duties, consumption taxes, or other fees may apply. These costs will be the responsibility of the customer. In particular, when delivering products made in China to the United States, additional tariffs may be imposed during customs clearance. Please note that all costs will be borne by the customer. As of 2025/05/23
* Due to the strike by Japan Post, shipments (EMS) to all areas of Canada are temporarily suspended. Therefore, we are currently temporarily suspending order acceptance for Canada. As of 2025/05/23, we are resuming order acceptance for deliveries to Canada. (Update as of 2025/06/17)
Q: Can I specify a delivery date and time?
We apologize, but we cannot specify a delivery date or time.
Q: Can I change my payment method after completing my order?
Due to the specifications of our order-taking system, the payment method for an order that has already been confirmed cannot be changed.
If you wish to change to a different payment method after completing your order, you will need to cancel your order and then purchase the desired product again.
[Notes]
Please note that the product may be sold out before you can place another order.
* Depending on the ordered products, we may not be able to accept order cancellations, such as for products that cannot be canceled.
Q: What payment methods are available?
• Credit cards (VISA / Master card / JCB / AMEX)
•PAYPAL
• Apple Pay
• Google Pay
• Shop Pay
• Amazon Pay
• Pay later (Paydi)
[Notes]
* For detailed information regarding each payment method, including payment and refund timing, please contact the official contact point of each company.
Q: Can I exchange the product I received?
We cannot exchange items for different sizes, colors, or other products due to customer's request.
We will only exchange defective products if we have them in stock.
Please note that you must contact us within 3 days of receiving the product.
Please note that if the item is out of stock, we will proceed with a refund. Thank you for your understanding.
■ Products eligible for exchange
* The request is submitted via the request form or contact form within 3 days of receiving the product. * The product is unused or has only been tried on.
- Has not been altered, washed, or dry-cleaned.
- No odors have been transferred to the customer's property, nor has any damage, dirt, scratches, or loss occurred.
- The condition of the product (including accessories) when returned to our company must be the same as when it was delivered.
- Has a price tag attached.
- There is a delivery note.
[Notes]
- Please attach photos of the problematic areas of the product when contacting us.
* Please note that if an item is out of stock, we will issue a refund.
* Please note that after reviewing photos of the affected area, if we determine that the product does not qualify as defective (e.g., fraying or scratches that do not interfere with wear), we will not be able to accept an exchange due to defects. Thank you for your understanding.
- In the event of an exchange due to a defect, we will cover the shipping costs for the return shipment.
Q: The product I received was damaged or soiled. Can I return or exchange it?
Please contact us via the inquiry form within 3 days of receiving the product.
If we determine that the product is defective, we will handle the return or exchange.
[Notes]
- Please attach photos of the problematic areas of the product when contacting us.
・
* Please note that if we determine, after reviewing photos of the affected area, that the product does not qualify as defective (e.g., fraying or scratches that do not impede wear), we will not be able to accept returns or exchanges due to defects.
- In the event of a return or exchange due to a defect, we will cover the shipping costs for the return shipment.
Q: I received a product that is different from what I ordered.
Within 3 days of receiving the product.
We will confirm the situation and arrange for the correct product to be shipped as soon as possible.
*Depending on sales conditions, we may not be able to exchange the product. In that case, we will issue a refund.
***Important Notes Regarding Pre-Orders***
* We cannot accept cancellations or changes to your order (such as color, size, or quantity changes) after the order has been confirmed.
* The estimated shipping date listed on the product page is an estimate. It may vary depending on production and shipping conditions.
- You cannot purchase regular products (in-stock items) and pre-order items at the same time. Due to system limitations, please place your orders in separate carts.
* Due to production circumstances, specifications may change or sales may be discontinued without notice. In such cases, we will contact you promptly and issue a full refund.
***Other Notes***
* The product images shown are sample products. Please note that the actual product may differ in color and specifications.
* The product images displayed are as close to the actual colors as possible, but please note that they may appear different depending on the shooting environment and monitor settings.
* You can place orders as many times as you like, but please note that shipping fees will be charged each time you place an order.
* After your order is confirmed, we promptly arrange for the product to be shipped from the manufacturer, but due to circumstances beyond our control, the manufacturer may be out of stock.