FAQs
- What payment methods do you accept?
We accept PayPal and all major credit/debit cards
- What should I do if I made a mistake on my order?
Immediately contact us via contact@hinata-co.jp and our team will gladly resolve all of your concerns!
- How can I change my order?
Send us an email to contact@hinata-co.jp and let us know what you want to modify. Please note that changes can be made only within 12 hours after the payment.
- Can I cancel my order?
We can only process cancellations for items that have not gone into production which is 12 hours after your payment. If you wish to cancel your order, please contact us at contact@hinata-co.jp with your order ID. We cannot cancel orders once the production process has begun.
- Shipping options and costs:
Standard Shipping: $4.99 per item
How long will it take to get my order?
Orders ship within 2 to 3 business days.
Estimated time of arrival
Products
Clothes or light goods (Less than 2 kg/ 4 lbs)
- Japan/US: 3-7 business days
- Other countries: 10-15 business days
Heavy (More than 2 kg/ 4 lbs)
- Japan/US: 7-10 business days
- Other countries: 10-15 business days
If you did not receive the status update emails, please check your junk folder or spam filter in case it was redirected there.
- Can I deliver my items to multiple addresses?
We do not offer shipping to multiple addresses for a single order. If you would like items delivered to multiple addresses, please place those orders separately.
- Do you offer delivery to PO Boxes addresses?
We highly recommend you to put your home address. In some cases, the packages might be lost when being delivered to PO box addresses.
- Do you alert us once our order ships?
Yes! An email will be sent to you with the tracking information once it ships out to you!
- Why has the tracking status not been updated?
Tracking information may not update immediately in some cases especially with registered airmail shipments. However, please rest assured your item is on its way. There are some reasons why tracking information may not available. If your tracking status has not been updated for over 10 days, please contact us at contact@hinata-co.jp. We will provide you with further assistance.
- How does COVID-19 affect my order?
As an impact of the coronavirus (COVID-19) pandemic, production and delivery times have been delayed by up to 10 business days than the timeframe given above. Please be patient as we work to get shipments out as quickly as possible.
- When will I get the tracking number?
A tracking number will take 5-7 business days to be generated then an email with tracking details will be sent to you the moment your product is shipped out. If you don’t receive the tracking info via your email after 7 business days, please reach out to us at contact@hinata-co.jp
- Have not received my order yet, now what?
First, check to track info and see if it was delivered. If it says delivered but never received please allow a few more days. Sometimes products are delivered late by DHL or scanned delivered by mistake.
Then email us (contact@hinata-co.jp) regarding the whereabouts of your order! We will check and update you on the status of your order.
- What’s the status of my order?
Following a successful order, please expect a confirmation email. You will also receive an update email when your order goes into production. Once your order ships, we will send an email with your tracking information. The most recent information on your order is always available via the receipt link provided in our email correspondence. If you did not receive the status update emails, please check your spam folder or promotions tab in case it was redirected there.
- What if my order is defective, wrong size, or incorrect product due to our faults?
Send us an email at contact@hinata-co.jp with attaching photo(s) and we will send out a replacement within the proper timeline.
- What should I do in case of late or missing refunds?
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company. It may take some time before your refund is officially posted. It usually takes about 10 business days to receive your reimbursement.
If you’ve done all of this and you still have not received your refund yet, please contact us at contact@hinata-co.jp.
- What is your return and refund policy?
Please see our Return Policy. We are committed to providing you with the absolute best products, and are happy to replace your order for any of the following reasons:
- Design error: wrong design compared to information provided on our site or of customer’s customization.
- Bad quality: blurry image/print.
- Damage during shipment.
Contact us at contact@hinata-co.jp with photos of the product you received along with detailed shots you wish to include. We will use this information to look into a replacement and prevent future errors. Our customer service team will review your claim. If your claim is approved, we will provide you with a replacement free of charge.