Shopping Guide

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We ship from Osaka, Japan to customers around the world. Below is a guide to shipping methods, delivery times, packaging, payment, and what to expect before you order.

Free international shipping on orders over USD 200. For smaller orders, the exact cost is calculated at checkout based on weight, size, and destination — typically USD 15–40 via Japan Post Airmail. No surprises at the door.

• For free shipping, we primarily use Japan Post.
• Insurance coverage for free shipping is up to JPY 6,000.
• If you prefer DHL or FedEx even on orders over USD 200, you can select your preferred courier and pay the upgrade fee at checkout.
• The same free shipping conditions apply both domestically and internationally.

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Shipping Information

Shipping Origin

All items are shipped directly from Osaka, Japan.

Available Countries and Regions

We ship worldwide. Once your order ships, you will receive a shipping confirmation email with a tracking number. Tracking updates follow as your parcel moves. Please make sure someone is available to sign for the package on delivery.

For any inquiries about your shipment after dispatch, please contact your local carrier with your tracking number in hand — they will have the most up-to-date status for your country.

Dispatch Time

Orders typically ship within 5 business days of payment confirmation. Some items are made to order and need a little longer, and very large orders of stocked pieces can also take extra days to pack well. If your order will need more time, we will let you know.

Shipping Methods and Estimated Delivery

We work with four carriers, each with different strengths. The table below compares them at a glance.

*Delivery time may vary depending on customs procedures, weather, and local postal conditions.

*1  All EMS, FedEx, and DHL shipments include tracking and insurance coverage against loss or damage during transport. Each shipment is insured up to JPY 6,000 by default. Full-value insurance can be arranged on request — please contact us if you would like additional coverage.

Airmail

Airmail is Japan Post’s standard international shipping method. Parcels travel by plane, and it remains one of the most economical ways to send small items overseas. Shipping is priced on actual weight, and parcels are limited to 2.0 kg and a combined length, width, and height of 90 cm or less.

Please note that tracking is not available for Japan Post Airmail shipments to Canada. If delays are likely due to Japan Post’s delivery conditions, we may suggest an alternative method (EMS, DHL, or FedEx) for more reliable delivery — in which case we will contact you first to confirm any change.

Express Service (EMS)

EMS (Express Mail Service) is the fastest and most secure international method offered by Japan Post. It includes tracking, priority handling, and insurance coverage. Delivery usually takes 3–7 business days, depending on your country. Additional insurance can be arranged for higher-value items.

FedEx & DHL

For the fastest door-to-door service, we offer international express delivery via FedEx and DHL. Most shipments arrive within 2–5 business days, with full online tracking throughout the journey. If you prefer FedEx or DHL over Japan Post, please select it at checkout. Additional fees may apply depending on destination country and package size.

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Packaging

All items are packed carefully in Osaka before shipment. We take the same care in packaging as we do in selecting each piece — not only for domestic orders, but especially for international customers who may be receiving Japanese craft for the first time.

Each piece is wrapped in new protective materials so nothing can shift inside its box. We use bubble wrap both inside and outside the product’s original gift box, and new cardboard outer boxes whenever possible. For cushioning, we mainly use soft pink or beige kraft paper that fills the space around the piece.

At Manekineko Ai, we believe packaging is an extension of craftsmanship itself — a quiet reflection of the same care that goes into every handmade piece. Our team packs each order with pride. For gift orders, please see our gift wrapping page.

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How to Add Shipping or Gift Options

After adding items to your cart, you can proceed to checkout if you have no specific shipping preference. The default shipping method is Airmail.

If you would like to upgrade your shipping method (for example, to EMS, DHL, or FedEx) or add gift wrapping, please select those options before completing checkout. For details on gift wrapping and furoshiki, please see our gift wrapping page.

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Payment Methods

We accept the following payment options:

• Credit cards (via Stripe)
• PayPal
• Apple Pay / Google Pay
• Other PayPal-authorized cards, such as Discover

All payments are processed securely over encrypted connections. Transactions are processed in U.S. Dollars (USD). If your card is issued in a different local currency, your bank converts the amount using its own exchange rate, so the local-currency figure on your statement may differ slightly. Refunds are issued in USD and are subject to the same conversion.

Your statement may display “Manekineko-Ai” or “Kisashijapan Co., Ltd.” as the billing entity.

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Returns & Refunds

Return Policy

We accept returns in cases where the item has a major defect or damage. Please include all original packaging and accessories with any return. A return authorisation (RMA) must be obtained in advance — please contact us before returning anything.

Return Shipping

If the return is due to our error, we cover the return shipping costs. If the return is for personal reasons, the customer is responsible for the return shipping.

Refunds

Refunds are issued to the original payment method. Please allow several business days for processing on our side, plus your bank’s own settlement time.

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In Case of Damage

Despite every precaution in packing and inspection, international shipping is not always gentle. In the unlikely event that your item arrives damaged, please follow the procedure below so we can assist you under the shipping carrier’s insurance policy.

Please take clear photos of:

• The damaged item
• The inner packing materials (bubble wrap, cushioning)
• The outer shipping box, including any visible dents or tears

These photos are required for the carrier’s damage claim process. Please contact the shipping company directly with these details, and keep all packaging materials and contents until the claim is fully resolved.

If the packaging is discarded before inspection, the carrier’s insurance may not apply. So please hold on to everything until the process is complete, and contact us in parallel — we will walk you through the claim on our side.

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Duties and Import Taxes

All orders are treated as imports. Depending on your country or region, customs duties, VAT, or brokerage fees may apply.

For U.S. Customers

We ship under the DDP (Delivered Duty Paid) system. All applicable duties and import taxes are included in the total you pay at checkout — no additional fees will be charged on delivery.

For Customers Outside the U.S.

Orders are shipped under the DDU (Delivered Duty Unpaid) system. Duties, taxes, and brokerage fees (where applicable) are charged by your local customs or courier and are the customer’s responsibility.

Delivery Restrictions

P.O. Box addresses are accepted by Japan Post (Airmail / EMS) worldwide, and by DHL in Australia. For all other cases, FedEx and DHL generally cannot deliver to P.O. Boxes — please provide a residential or business address if you choose those carriers.

If your address is an apartment mailbox inside a residential building, any carrier can deliver — please just note this in the address field so the driver knows to use the building’s main entrance or concierge.

Customs and Delivery Delays

International shipping is not always perfectly predictable, but we do everything we can to make it as smooth as possible.

Delivery times may be affected by customs clearance, seasonal volumes, or other factors beyond our control. Holiday periods in Japan — New Year, Golden Week in early May, and Obon in mid-August — also add a few days to processing on our side.

Country-Specific Tax Information

Australia

Since 1 July 2018, a 10% GST applies to imported goods valued at AUD 1,000 or less. GST is collected at checkout by the seller or online marketplace and remitted to the Australian Taxation Office (ATO). For purchases over AUD 1,000, GST is not collected at checkout but must be paid to customs on arrival.

GST and Imported Goods – ATO

United Kingdom

As of 1 January 2021, items valued under £135 are subject to 20% VAT collected at the point of sale, remitted to HMRC by the seller or marketplace. For orders over £135, VAT is not collected at checkout but is due on import to the UK.

UK VAT Guide – GOV.UK

Canada

Orders over CAD 20 are subject to applicable duties and GST. Please refer to the official Canada Border Services Agency website for more details.

Singapore

Orders exceeding SGD 400 are subject to import duties and GST. See the Singapore Customs website for details.

Mainland China

We ship to mainland China via EMS. EMS parcels rarely encounter customs issues, but if inspected, taxes may apply. Instead of import duty or VAT, a “postal tax” (行邮税) may be charged at 13%, 20%, or 50% depending on the item — for tableware, the rate is typically 13%. Taxes under RMB 50 are usually exempt.

Purchase limits also apply:

• Single purchase limit: RMB 5,000
• Annual purchase limit: RMB 26,000

Please consult the official Chinese Customs website for details.

EU Countries

Orders shipped to EU member states are subject to both VAT and customs duties, calculated on the total order value (product + shipping). Under EU regulations, customers are responsible for paying VAT and import duties on the combined amount. This applies to shipments to Switzerland, Germany, and other EU destinations.

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If anything is unclear, please feel free to contact us. We are happy to help.
— from Osaka, Team Manekineko Ai