FAQs

Physical Stores: napaJapan is an online-only shop based in Sapporo, Japan. We do not have physical retail locations.
Collaborations & Samples: Due to the high volume of requests, we cannot provide free samples for reviews. Our advertising budget is committed to specific 3rd-party partners annually.
Communication: We respond to all messages. If you haven't heard back, please check your SPAM filter to ensure our email address isn't being blocked.

Wholesale & Bulk: we are not wholesalers. All items are purchased at the retail level and are intended for personal use, not resale.
Price Differences: Prices reflect the difficulty of procurement. Regional or limited-edition items may cost more due to the logistics of sourcing them from across Japan.
Order Cancellations: If you request to cancel an order before it has shipped, a 5% restocking and transaction fee will be deducted from your refund. This covers the non-refundable processing fees charged by payment platforms.
Post-Shipment: Once an order has been dispatched, all sales are final.

Destinations: If your country isn't listed at checkout, contact us and we will try to add it.
Processing Time: We typically ship within two business days. Orders received after 2:00 PM EST Thursday will ship the following Monday, Japan time.
Holidays & Breaks: As a family-run business, we occasionally take short breaks to recharge; we will notify you of any such delays in advance. Please note that Japanese Holidays differ from Western ones and may cause additional shipping delays.
Shipping Methods (Estimates):
- DHL: 3–6 Business Days.
- EMS: 5–9 Business Days.
- AIRMAIL: 7–15 Business Days.
- SURFACE (Sea): 8–12 Weeks.
Tracking: All USA shipping methods now include tracking. For other regions, tracking is included with Airmail ePacket Light, Parcel Surface Mail, EMS and DHL. Your code is emailed within 24 hours of shipment.
Multiple Boxes: Airmail orders over 2kg or certain dimensions are split into multiple boxes to meet postal regulations. They may arrive a few days apart.
Address Accuracy: We ship to the address provided at napaJapan checkout, not your PayPal address.

USA Customers: All orders to the US are DDP (Delivered Duty Paid). Your shipping total includes all tariffs, taxes, and brokerage fees.
Global Customers: You are responsible for ensuring items are legal in your country. napaJapan is not responsible for local import duties or fees.
Refused Parcels: If you decline to pay local customs fees and the parcel is abandoned or returned, no refund will be issued.

Best Before Dates: We stock fresh inventory. Snacks typically have 2–8 months of shelf life, while candy has 3–12 months. These are "freshness dates," not "expiry dates".
Ingredients & Allergens: All labels are in Japanese only. We cannot guarantee products are 100% free of trace allergens (like gluten). Please contact us before ordering if you have medical dietary restrictions.
Restocks: Japanese products turn over quickly. Limited-edition items may only be available for a few months.
Special Requests: We love suggestions! If there is a specific Japanese snack you want, let us know and we’ll try to source it.
Damaged Items: If your order is damaged, do not discard or consume the items. Take photos and contact us immediately for assistance.

Currency: All prices are in USD. Your bank or PayPal will automatically convert this to your local currency at checkout.
Methods: We accept most major Credit Cards via Shopify Payments and PayPal.

Products