Shipping Policy
All orders are shipped from Tokyo, Japan — where HoHeit was born.
Quick Summary
– Orders are shipped within approximately 1 week
– Japan: 1–5 business days / International: 7–21 business days
– Free shipping: Japan over ¥7,000 / International over ¥30,000
– United States: Free shipping on orders over ¥50,000
– Customs duties and taxes may apply
– Contact: hoheit.jpn@gmail.com
Shipping Information
Please ensure that your shipping address is entered correctly before placing your order.
Once your package has been handed over to the shipping carrier, it becomes the responsibility of the carrier. However, if you experience any issues, please do not hesitate to contact us — we will do our best to assist you.
To minimize shipping errors, we have implemented an address validation system at checkout. We also recommend reviewing the FAQ below before placing your order.
Processing Time
We offer both ready-made and made-to-order items.
Orders are typically shipped within 1 week of purchase. Please note that this may vary depending on production conditions.
All items are shipped from our warehouse in Tokyo, Japan.
Shipping Times
Japan
– East Japan: 1–3 business days
– West Japan: 2–5 business days
International
– 7–21 business days
Please note that delays may occur due to customs processing or unforeseen shipping conditions.
Free Shipping
We offer free domestic shipping (Japan) on orders over ¥7,000, and free international shipping on orders over ¥30,000.
Please note that shipping costs may vary depending on destination and current international shipping conditions.
Shipping Notice (United States)
Due to recent increases in international shipping costs, shipping to the United States has become significantly more expensive.
As a result, we currently offer free shipping to the United States on orders over ¥50,000.
We sincerely apologize for any inconvenience this may cause, and appreciate your understanding.
International Shipping Availability
We currently ship to over 180 countries.
For international orders, shipping addresses must be entered in English. Packages may be returned if local postal services are unable to process the address.
At this time, we are unable to ship to the following regions:
Belarus, Ghana, Iraq, Kazakhstan, Kyrgyzstan, Lebanon, Myanmar, Nigeria, Palestinian territories, Russia, United States, and Zimbabwe.
Customs Duties & Taxes
International orders may be subject to customs duties, taxes, or import fees upon arrival in the destination country.
These charges are determined by local customs authorities and are the responsibility of the customer. HoHeit does not cover or reimburse these fees.
We recommend contacting your local customs office for more information.
Order Tracking
Once your order has been shipped, you will receive a shipping confirmation email with tracking information.
You may also check your order status via the confirmation email.
Tracking Not Updating
Tracking information may take 1–3 business days to update after the shipping label has been created.
If your tracking has not updated, please allow some time for the carrier to scan the package.
Delayed or Missing Packages
If your order has not arrived within the expected timeframe:
– Japan: after 7 days
– International: after 21 days
Please check your tracking information for the latest update.
If there has been no update for more than 21 days, the package may be delayed or lost. In this case:
– Please contact the shipping carrier for further details
– Check with your local post office
– If needed, contact us at hoheit.jpn@gmail.com and we will assist you as much as possible
Customs Delays
Packages may occasionally be held at customs due to unpaid duties or required inspections.
Please check your email or mail for notifications from customs or your local carrier, and contact your local post office if necessary.
While customs delays are beyond our control, most packages are released and delivered shortly.
Returned to Sender
If a package is returned to us, please contact us at hoheit.jpn@gmail.com.
You may choose to have the order reshipped or receive store credit (excluding shipping fees). Additional shipping costs will be the responsibility of the customer.
Common reasons for returns include:
– Incorrect address
– Failed delivery attempts
– Vacant address
Lost, Damaged, or Stolen Packages
Once a package has been handed over to the carrier, it is under their responsibility.
If your package is lost, damaged, or stolen in transit:
– Please contact the shipping carrier to file a claim
– If you need assistance, feel free to contact us and we will support you where possible
For domestic (Japan) shipments, insurance coverage of up to ¥300,000 is included.
Marked as Delivered but Not Received
If your tracking shows “Delivered” but you have not received your package:
– Please allow 3–5 business days, as some deliveries are marked early
– Check with neighbors or your building management
– Contact the shipping carrier for further investigation
If the issue persists, please contact us and we will assist you.
Order Changes (Address / Size)
If your order has not yet been shipped, we may be able to make changes.
Please contact us as soon as possible at hoheit.jpn@gmail.com.
Once the order has been shipped, we are unable to make any changes.
Multiple Orders
We are currently unable to combine multiple orders. Each order will be shipped separately.
Order Confirmation Issues
If you have not received a confirmation email within 1 hour:
– Please check your spam or junk folder
– If still not received, your order may not have been completed
Please contact us with your name and address so we can verify your order.
Incorrect or Defective Items
If your item arrives damaged, defective, missing, or incorrect:
Please contact us at hoheit.jpn@gmail.com or via the contact form.
We will arrange a replacement, refund, or appropriate solution as needed.
All items are covered by the HoHeit product guarantee.
Contact
For any questions or assistance, please contact:
Before reaching out, we kindly recommend reviewing this page and our FAQ section for quicker assistance.
When contacting us, please include as much detail as possible (name, order number, date of purchase, etc.) so we can assist you promptly.