Shipping Policy

Please double check your shipping address before placing your order. It is important to note HoHiet is not responsible for packages after they have been handed off to the shipping carrier, and any disputes should be filed with the carrier.

to minimize errors in shipping, we've gathered a comprehensive list of frequently asked questions for your review, as well as implemented an address validator at checkout :)

How long is shipping?

We sell both ready-made and made-to-order items.
We aim to ship within 1 week of purchase, but this may vary depending on the condition of the production facility.

All items are sent out from our warehouse in Tokyo Japan.

Japan standard shipping times:

East Japan: 1-3 business days
West Japan: 2-5 business days

International standard shipping times:

7-21 business days

Do you offer free shipping?

Yes, we currently offer free Japan shipping on orders over ¥7000, and free international shipping on orders over ¥30000.

*Due to the recent abolition of the de minimis rule and the impact of the Trump tariffs, shipping costs to the United States have risen significantly. Customers residing in the U.S. are kindly advised to take this into consideration.

Do you ship worldwide?

Yes, we ship to over 180 countries. For international orders, the address must be written in English; local postal carriers may return packages if not.

We cannot currently ship to: Belarus, Ghana, Iraq, Kazakhstan, Kyrgyzstan, Lebanon, Myanmar, Nigeria, Palestinian territories, Russia, USA or Zimbabwe.

Will I have to pay customs fees or duties?

For international orders, your country may charge additional customs fees or duties before releasing your package. These charges vary by country and are the customer’s responsibility. HoHeit does not pay or reimburse these fees.

We recommend checking with your local customs office for more information. if your package is held at customs, check your mail or email for notifications and contact your local post office for assistance.

How do I track my order?

You will receive a shipping confirmation email with your tracking information once your order is shipped. you may also check your order page through the order confirmation email to see the status of your order.

I received a tracking number but the shipment hasn’t moved.

Tracking numbers are generated when your shipping label is created. allow 1-3 business days for the courier to scan the package for updates.

My tracking hasn’t updated or I haven’t received my order. what should do?

If it’s been more than 7 days (Japan) or more than 21 days (international) since your package was shipped and it still hasn’t arrived, check your tracking information for the latest update. sometimes packages are delayed in transit.

If it’s been over 21 days since the last tracking update, your package may be lost or stuck in transit. in this case, we recommend the following:

check your tracking information for the last update.
contact UPS (or your local postal carrier) for updates. they may have additional tracking info.
check with your local post office to see if the package is being held.

once your package has shipped, HoHeit is not responsible for lost packages as they are under the postal carrier’s control. however, if the package doesn’t show up and isn’t returned to us, contact us at hoheit.jpn@gmail.com and we’ll help you out however we can.

What should i do if my package is stuck in customs?

packages can sometimes be held at customs for unpaid taxes or duties.

check your mail and email for notifications from customs or your local carrier.
contact your local post office for updates—they may have more details.

unfortunately, customs delays are beyond our control, but most packages clear and arrive soon.

What happens if my package is returned to sender?

if your package is returned to us, please contact us at hoheit.jpn@gmail.com. you can choose to have it shipped out again, or receive store credit at equal value(shipping not included). please note additional shipping costs will be the customer’s responsibility, and shipping fees are non-refundable.

common reasons for return:

incorrect address
two or more delivery attempts with no success
vacant address

to avoid any returns, please carefully double check your address before confirming your order.

My package was stolen, damaged, or lost in transit. What can I do?

HoHeit is not responsible for packages after they’ve been shipped out.

if your package was stolen, damaged, or lost in transit:

contact the postal carrier immediately to file a dispute. All Japan packages include ¥300000 insurance.
If the carrier can’t assist, contact us at hoheit.jpn@gmail.com and we will assist as best we can.

My order says it was delivered but I never received it?

Please note HoHeit is not responsible for packages once they have been handed over to the shipping carrier, however we will do our absolute best to help you out in whatever way we can.

here’s what you can do:

sometimes carriers mark packages as “Delivered” prematurely. give it 3–5 business days—the package often turns up.
check with neighbors to see if the package was delivered to them by mistake.
contact the shipping carrier immediately regarding the issue.
if you have no luck with that, contact us hoheit.jpn@gmail.com and we will do our best to assist.

I entered the wrong address or ordered the wrong size, can I change it?

if your order has not yet been shipped, we might be able to make any changes but it is not guaranteed. please email us ASAP at hoheit.jpn@gmail.com for any change requests. we are happy to make changes for you if it is not too late. if your order has already shipped, we’re unable to make any changes.

I placed two different orders, can you ship them together?

we are unable to combine orders. each order will ship individually.

I placed an order but have not received an email confirmation?

if you have not received an email after 1 hour of placing your order, please check your junk or spam mail folder. if you did not receive an email confirmation it is likely the order did not go through. contact us at hoheit.jpn@gmail.com with the name and address on the order and we can confirm if the order went through or not.

if you think you entered an incorrect email, please contact us at hoheit.jpn@gmail.com with your order number and name and we will resend your confirmation email to the new email.

I received a damaged, defective, missing, or incorrect product, what should I do?

if your package arrived with damages, please contact the shipping provider to open a dispute. HoHeit is not responsible for packages after they’ve been handed off to the postal carrier.

if your package arrived safely but the items are damaged, missing, defective, or incorrect, we’ll arrange a replacement, refund, or whatever necessary. all items are backed by our HoHeit product guarantee. if this occurs, contact us at hoheit.jpn@gmail.com or use the contact form on our website.

How do I contact you for help?

you can reach us via email at hoheit.jpn@gmail.com. prior to reaching out, please read through our faq, and check our policy pages below for quick answers.

if your question has not already been answered, we are happy to assist. please provide us with as much details as possible (e.g., name on order, address, order #, date of order, etc.) so we can help you as quickly as possible.