before Inquiry

About Inquiry

• As a general rule, we will respond to you in order within 5 business days. For Inquiry received on Saturdays, Sundays, public holidays, Golden Week, year-end and New Year holidays, and our company-designated closure days, we will confirm them in order from the next business day onward.
• Responses from our company are sent to the individual customer who submitted the Inquiry. Please do not share all or part of the response content with others, or post it on SNS or other places where an unspecified number of people can view it.
• Support for Inquiry is provided only in Japanese, so please understand.
  Inquiry and Customer Service are provided only in Japanese language.

About changing the delivery address after placing an order

Using the AI chat function, you can change the delivery address yourself.
Please proceed from "Start Chat → Change Delivery Address 🚚".
Change the delivery address

【Important notice】
If changing the delivery address causes the shipping fee to increase, and for orders that are already in the shipping process, we may not be able to handle the request. After the product has been shipped, please contact Yamato Transport yourself.

Please note that for new product releases or restocks, if the timing of the increase in orders is such that it takes time for the order update to be reflected, changing the delivery address may take some time. If you are unable to change the delivery address, please wait a few hours from the time of your order and try again.

Initial defective product exchange guidelines

If a defect is found in the product you purchased, we apologize for the inconvenience, but please submit the initial defect acceptance form via Inquiry within 7 days of the product's arrival.

Points to check before Inquiry

• Please prepare images that can verify the product defect.
• Plush and Mascot products have their own quality standards. Please check the details on this page.
• In the case of stains, please try washing the item once and wiping it with a firmly wrung-out cloth, etc. Slight stains that can be removed by wiping are considered outside the scope of exchange.
  If the stain cannot be removed by wiping, please note that when Inquiry, you should mention that fact.
• If there are shortages or damage to product parts, only the relevant parts may be shipped.

Cases where returns and exchanges cannot be accepted

• Returns and exchanges due to the customer's convenience
• Requests for exchange or return after the response period has passed from the product arrival date due to long-term storage, etc.
• Products returned without prior contact (if you wish to exchange or return an item, please be sure to contact us in advance.)
• Products that have been damaged or broken through customer use
• Requests from anyone other than the purchaser (excluding cases where the request is made by an agent who has been authorized in the manner prescribed by our company.)
• When purchased at stores other than this site (including auction sites, chain stores, physical stores, online stores, etc., but not limited to these.)
• When the item is not eligible as an initial defect, or when it is due to manufacturing characteristics

Notes regarding exchanges

• If you send the product without contacting us in advance, we will only be able to handle exchanges and refunds, etc.
• Even if the customer uses a self-arranged overseas forwarding service, our company will respond in the same manner as above regarding returns and exchanges.
  Goods can only be shipped within Japan. Please understand that shipment to countries outside Japan is not possible.
  However, if the customer uses "Global-e" to purchase products from outside Japan, then in accordance with the Terms of use applicable to "Global-e", the use of this site will be possible.
• Even if it is a Inquiry within 7 days of purchase or arrival, if replacement items such as complete sellouts are not available, we may handle it with a refund, so please understand in advance.
• For products purchased in physical stores, please contact the store where you made the purchase directly, or 株式会社Gray Parka Service Inc. Support Desk.