FAQ

Member registration is required to place an order on this site.
Membership fees and annual fees, etc., are free of charge for registration.

1. Please access the new member registration page.
2. The member registration screen will be displayed. Please enter your name, email address, and password.
   *Please register your password with at least 5 characters in half-width alphanumeric characters.

If you cannot register as a member, please check the following.

◯ If the error message "This email address is already registered" is displayed
You are already registered as a member with the email address you entered.
If you have forgotten your password, you can reset your password.

◯ If an error message other than the above is displayed/If you cannot register for reasons other than the above
We apologize for the inconvenience, but please contact us through the Inquiry form.

The registration completion email is automatically sent after completing the membership registration process. If you do not receive the email, the following reasons may be considered.

◯ The email address is different
The email is sent to the registered email address.
If it is different from the email address you are currently using, please contact us through the Inquiry form.

◯ It is sorted into spam mail
If you are using a free email (such as Gmail), it may be sorted into spam mail, so please check your spam mail folder.

◯ There are domain reception restrictions on carrier emails
If the registered email address has reception restrictions, you may not be able to receive emails from this site (such as password reminder emails, order confirmation emails, inquiry reply emails, etc.). Please follow the settings of each carrier company and remove domain rejection or set the specified reception settings for "@grayparkaservice.com" "@chiikawamarket.jp".

* Attention to carrier email addresses (such as docomo, ezweb, softbank, etc.)
Even if there are no problems with domain settings, emails may not be delivered due to security settings of each carrier. Therefore, we recommend registering an email address other than a carrier email. If you wish to change your email address, please contact us through the Inquiry form.

Please proceed with password reset from the link of "Forgot your password?" on the login page.

We apologize for the inconvenience, but please contact us through the Inquiry form with your wish to cancel membership.
We will process your cancellation.

Stock is not secured at the time of adding a product to the shopping cart. Stock is secured at the time of order completion.
Therefore, if another customer completes the order process before you while the product is in your cart, it may be sold out depending on the stock quantity.
Also, if the product remains in the cart for a long period, the stock status, product price, etc., may differ at the time of ordering. Please be aware in advance.

You cannot order Pre-orders start together with regular products.

The order confirmation email is automatically sent after the order is completed. If you do not receive the email, the following reasons may be considered.

◯ The email address is different
The email is sent to the registered email address.
If it is different from the email address you are currently using, please contact us through the Inquiry form.

◯ It is sorted into spam mail
If you are using a free email (such as Gmail), it may be sorted into spam mail, so please check your spam mail folder.

◯ There are domain reception restrictions on carrier emails
If the registered email address has reception restrictions, you may not be able to receive emails from this site (such as password reminder emails, order confirmation emails, inquiry reply emails, etc.). Please follow the settings of each carrier company and remove domain rejection or set the specified reception settings for "@grayparkaservice.com" "@chiikawamarket.jp".

* Attention to carrier email addresses (such as docomo, ezweb, softbank, etc.)
Even if there are no problems with domain settings, emails may not be delivered due to security settings of each carrier. Therefore, we recommend registering an email address other than a carrier email. If you wish to change your email address, please contact us through the Inquiry form.

If your order is delayed, there may be times when it takes a while for the "Order Completion Email (LINE)" to be sent and for the order history to be reflected on your page.
If the payment and order process are completed correctly, the "Order Completion Email (LINE)" will be sent later, and the order history will be reflected on your page, so please wait for a while.

* There is a possibility of duplicate orders, so if the order completion screen "Thank you for your order (checkout screen)" is displayed, please do not place another order.

As a rule, we do not accept order cancellations. Please place your order with prior understanding.

We cannot accept changes to the order contents after the order is completed. Please place your order with prior understanding.

Even if you change the delivery address information on the page after the order is completed, the order information will not be changed.
Please confirm the shipping status of your order and follow the instructions below.

◉ Confirmation of shipping status
Inquiry Before contacting us, please confirm the shipping status of the relevant order.

1. If you have received an email titled "About Shipping" from our store
   After Shipping means you need to contact Yamato Transport yourself for change procedures.
2. Please confirm the delivery status of the order history on the page.
   • If the delivery status is "Not Shipped": It is "Before Shipping". Please contact our store promptly.
   • If the delivery status is "Shipped": After Shipping means you need to contact Yamato Transport yourself for change procedures.

◉ In the case before shipping
Please fill out the "Changed Address" on the form Inquiry and contact our store promptly.
* Important *
Even if the delivery status on the page is "Not Shipped", orders for which shipping operations have already started cannot be changed at our store. Please understand in advance.

◉ In the case after shipping
We cannot accept changes to the address (reshipping) after shipping at our store.
Please confirm the information in the "About Shipping" email and contact Yamato Transport yourself.
* We cannot handle reshipping requests to Yamato Transport from our store.
* Regarding the additional shipping fee incurred due to address changes (reshipping), our store cannot guarantee it.

* Important *
From shipments on June 1, 2023 (Thursday), Yamato Transport will incur shipping fees when reshipping packages.
Due to "incorrect delivery address," "absence during delivery," "moving," etc., if the delivery address differs from the address on the delivery slip, an additional shipping fee will be incurred, and you will be responsible for the shipping fee at the reshipping destination.
Please check here for details.

Our store does not offer wrapping services. We apologize for not being able to meet your request.

At our store, we do not include "delivery notes" or "statements" with the price of the product in the packages we send. Even when used as a gift, the price of the product will not be conveyed to the recipient, so please rest assured.

After the product is shipped, you can issue it yourself on a dedicated page.
In the "Shipping Information" email sent after shipping, we provide instructions on how to issue a delivery note.
*At our store, from the perspective of paperless and personal information handling, we do not include "delivery notes" with the price of the product in the packages we send.
*Also, we do not offer mailing of delivery notes. Thank you for your understanding.

After the product is shipped, you can issue it yourself on a dedicated page.
In the "Shipping Information" email sent after shipping, we provide instructions on how to issue a receipt.
*Please note that we do not offer mailing of receipts or include them with the product. Thank you for your understanding.

If the item in the cart is sold out, or if it becomes sold out during the ordering process, the item will be displayed as "sold out" on the transaction screen.
By pressing the "Continue" button displayed on the screen, you will return to the cart page with the sold-out item removed.

If you cannot proceed from the cart page, please long-press (right-click for PC) the "delete" link of the item and open it in a new tab. This may resolve the issue.

You can also reset the cart page using the "Empty Cart" button at the bottom of the cart page, so please try this as well.

If the item does not disappear from the cart with any of the above procedures, we apologize for the inconvenience, but please try using the browser's private/incognito mode or a different browser.

Reference)
・Browse the web privately in Safari on iPhone
・Google Chrome Incognito Browsing
・Convenient Use of 'Incognito Mode' Introduced for Chrome, Safari, Firefox, etc.
・What is a Smartphone Browser? Explanation of Features and Differences of Representative Browsers!

You can choose from the following payment methods.

• Credit Card (VISA, JCB, Master, American Express)
• Apple Pay
• Mobile Payment (PayPay, au PAY)
• Post-payment Paidy

It is not possible to change the payment method after completing the order.

Regarding the payment method and billing for Paidy, customers will be notified by Paidy.

1. On "the 1st to 5th of the month following the order date," an email and SMS will be sent from Paidy with the billing amount notification.
2. By "the 27th of the month following the order date," please select a payment method and make the payment.

*You can also check the payment method and billing amount from My Paidy.
⇒My Paidy here (external site)

*If you have any questions, please check the official Paidy site or contact Paidy directly Inquiry.
⇒Official Paidy site here (external site)

As a general rule, we do not accept the use of credit cards other than the name of the person placing the order. Depending on the result of verifying the use of the credit card by the person in question, there may be cases where we need to cancel your order, so we appreciate your understanding.
If you do not have a credit card in your own name, please choose another payment method.

Please use the payment service "Shop Pay".
By registering your email address and mobile phone number with "Shop Pay", you can make payments easily by simply entering a 6-digit code sent via SMS to your registered mobile phone number during your next purchase, without having to re-enter your delivery address or credit card information.
*The Shop Pay app does not support Japanese, so you cannot input addresses in Japanese. Please register from the website below.
⇒ Register/Login to Shop Pay here (external site)

Shop Pay is a payment service provided by the online shop system of our store.
By registering your email address and mobile phone number with Shop Pay, you can make payments easily by simply entering a 6-digit code sent via SMS to your registered mobile phone number during your next purchase, without having to re-enter your delivery address or credit card information.

Changes to the information registered with Shop Pay will not be reflected even if you change the member registration information of our store.
Please log in to Shop Pay and make the changes yourself.
⇒ Login to Shop Pay here (external site)

If you wish to delete your Shop Pay account, please proceed yourself from the link below.
⇒ Delete Shop Pay account (external site)

1. Enter the email address registered with Shop Pay from the link above and press the "Send Request" button.
2. You will receive an email saying "Request to delete Shop account" at the entered email address.
3. Press "Delete Account"
4. When the message "Your account has been successfully deleted." is displayed, the deletion is complete.

• When you delete your Shop Pay account, all information saved with Shop Pay will be completely deleted.
• Since the registration information of Shop Pay and the store Chiikawa market are managed separately, deleting the Shop Pay account does not mean deleting the store account.

It is likely due to the influence of having registered or used "Shop Pay" once, so please check the content below.
Regarding Shop Pay
Shop Pay is a payment service provided by the online shop system of our store.
By registering your "email address" and "mobile phone number" with Shop Pay, you can save your delivery address and credit card information, and easily make payments by simply entering a 6-digit code (SMS authentication) from the next time onwards. Even if you have used Shop Pay at other stores once, Shop Pay may automatically start when you place an order with the "email address registered with Shop Pay" at our store.

If you want to choose another payment method
When you proceed from the cart in the "logged in to Shop Pay" state, it will automatically transition to the Shop Pay payment screen. If you want to place an order with another payment method, please try the following.

1. When you click "Proceed to checkout" on the cart screen, it will transition to the "Pay now" page with credit card information entered.
2. Click "Purchase as guest" below "Pay now".
3. It will transition to the "Contact information・Delivery address" screen. Please enter the "delivery address" and click "Proceed to delivery method selection".
4. Select the delivery method and click "Proceed to payment".
5. From "Payment", you can select your desired payment method.

We deliver using Yamato Transport's Takkyubin.

The delivery fee is set according to the delivery area.
For delivery fees by area, please check the "Delivery Fee" within User Guide.

We do not accept date and time specifications.
After the product is shipped, we will send an email with the tracking number, so please contact Yamato Transport yourself.

Products in stock will be shipped within 7 business days (excluding Saturdays, Sundays, and holidays) from the order date.
Pre-orders start will be shipped within 7 business days (excluding Saturdays, Sundays, and holidays) from the product release date.

Regarding individual shipping times, we will respond to Inquiry.
Please understand in advance.

We will contact you via email with the tracking number when shipping.

We cannot accommodate requests for combined shipping after ordering. If you place separate orders, each order will be delivered separately. Please understand this in advance.

Delivery is only available within Japan, and we do not ship overseas.

<If it hasn't been shipped>
First, please check if the product you ordered is "Pre-orders start".
For Pre-orders start, the scheduled shipping date is listed on the product page at the time of order.
If the product has not arrived despite ordering regular products, please contact us via the Inquiry form.

<After it has been shipped>
Delivery may be delayed due to weather or road conditions.
The email "Regarding Shipping" sent at the time of shipment includes the tracking number and delivery status URL. Please check the "Kuroneko Yamato Inquiry System" from the delivery status URL.

Returns and exchanges for customer convenience are not accepted. Please order with prior understanding.

We strive for perfection, but if a product arrives with initial defects or differs from your order, we will respond to returns and exchanges.
Please contact us within [7 days after product arrival] with the "product name" and "quantity" in question via the Inquiry form.
After confirming the details, we will contact you again from our store.
Please prepare photos that can confirm the defect of the relevant product.
Note that in cases where replacement items cannot be prepared, such as sold-out products, we may respond with a refund, so please understand this in advance.

Please note that returns and exchanges cannot be accepted for the following:

• If you contact us after [7 days after product arrival]
• If the product is returned without prior contact
• If damage or breakage occurs after the customer has used the product
• Requests for returns or exchanges from someone other than the purchaser
• If purchased from a source other than authorized sites
• If purchased from a store other than our store
• Due to manufacturing specifications and individual differences
• Other cases where defects are not recognized based on our company regulations

※Plush, Mascot products have established good quality standards. Please check this page for details.

◎ If only the delivery box is damaged or dirty
Please check the product inside, and if the product is not affected by damage or dirt, please accept it as is. We appreciate your understanding.

◎ If the product is also damaged or dirty
Please contact the shipping company directly for damage or dirt that occurred during transportation.
If you discover damage or dirt after receiving the product, please take a photo of the damaged or dirty part and have the tracking number ready, then contact Yamato Transport Service Center within [14 days after product arrival].

《Yamato Transport Service Center》
From landline: 0120-01-9625
From mobile: 0570-200-000
Reception hours: 8:00 - 20:00 (open all year round)

Cases where only the original BOX is damaged or soiled
The original BOX is a delivery box to protect the product inside, so even if it is damaged or soiled, it cannot be exchanged. We appreciate your understanding.

Regarding cases where the product is also damaged or soiled
Please contact the shipping company directly for damages or soiling of products that occurred during transportation.
If you discover any damage or soiling after receiving the product, please be sure to take a photo of the damaged or soiled parts, have the tracking number ready at hand, and contact the Yamato Transport Service Center within 14 days of product arrival.

《Yamato Transport Service Center》
From landline: 0120-01-9625
From mobile: 0570-200-000
Reception hours: 8:00 ~ 20:00 (open all year round)

If the product is returned to our store after being shipped because the customer did not receive it (including cases of refusal, storage period expiration due to absence, or unknown address, but not limited to these), we will notify the registered email address of the customer.
If you wish to have the product reshipped, please contact us by replying to the email within one month of the notification. The reshipment will be sent with freight collect.
If one month has passed after our email notification and there is still no response or receipt, your order will be treated as canceled, and the following costs will be borne by the customer. If the product price was paid in advance, any remaining balance after deducting the customer's share will be refunded.

• Shipping fee
  * The fee will be based on the region-specific delivery fee determined by our store. Please check "About Delivery" within User Guide for details.
  * Even in the case of free shipping orders, the fee will be charged.
  * If reshipment occurs multiple times, the shipping fee will be charged for each occurrence.
  * If additional return shipping costs occur due to the courier company's regulations, those costs will be borne by the customer.
• Actual costs incurred in connection with the ordered product, including handling fees (wrapping fees, various service fees, etc., but not limited to these).

As a general rule, exchanges cannot be accepted for items due to manufacturing characteristics. Additionally, even in other cases, exchanges may not be possible due to limited quantities.
Even if a bonus postcard is included, exchanges are not possible if it is damaged or soiled.

We apologize for the inconvenience, but we cannot individually answer questions regarding the scheduled release of products. Information related to Released on is appropriately announced below, so please check.
* Please note that we do not guarantee information dissemination on the site below in advance.

• Chiikawa Market (this site)
• Chiikawa info
• Chiikawa Market Official Twitter

We cannot respond to requests regarding Inquiry related to resale or made-to-order production.
Please understand in advance.

If resale or made-to-order production occurs, we will inform you at Chiikawa Market Official X (Twitter) as needed.

We apologize for the inconvenience, but we cannot individually answer questions regarding restock information for products.
Information regarding resale or restock is appropriately announced at Chiikawa Market Official X (Twitter), so we would appreciate it if you could check.
* Please note that we do not guarantee information dissemination on Twitter in advance.

Additionally, if you enter your email address in the "Receive restock notifications" section on the product page and click "Register," you will be notified when restocked, so please use that as well.
* Please note that restock notification emails do not guarantee inventory in advance.

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If there is any malfunction in the display or operation of the site, please try it in the recommended environment above.