Handling Time
Our handling time is typically 7 business days. This is the time we need to prepare and pack your order before it ships out.
Handling time is separate from shipping time.
Handling time covers preparing your order.
Shipping time is how long the carrier takes to deliver once your package has left us.
Please keep both in mind when estimating when your order will arrive!
Once your order has shipped, we will reach out and let you know!
Questions or Special Requests
If you have any questions about your order or any special request, please reach out to us before your order has shipped. Once your order has shipped, we are unable to make any changes to it. Please contact us at support@kittomaru.com!
This includes things like:
-Changing your shipping address
-Splitting and Merging your order
-Cancelling your order
-Any special packing or handling requests
The earlier you contact us, the more we can do to help!
Frequently Asked Questions
When will my order ship? Most orders ship within our typical handling time of about 7 business days. You'll receive a shipping confirmation as soon as your package is on its way.
How long will shipping take? Shipping time depends on your destination and the shipping method selected at checkout. Remember that shipping time is separate from and in addition to our handling time.
Can I change or cancel my order after placing it? Yes, as long as it hasn't shipped yet. Contact us as soon as possible with your order number at support@kittomaru.com. Once an order has shipped, we can no longer make changes or cancel it.
Can I make a special request for my order? Please contact us before your order ships with any special requests and we'll do our best to accommodate them. We can't make changes once an order has shipped.
What if an item is out of stock or back-ordered? If an item sells out after you order but is available for back-order, we'll contact you so you can choose to wait for a restock or cancel that item for a refund.
Where do you ship from? Your orders are prepared and shipped from Japan.
Will I have to pay customs or import fees? International orders may be subject to customs duties or import taxes charged by your country. These fees are the responsibility of the customer and are not included in your order total.
My tracking hasn't updated / my package seems lost! What should I do? Please allow the full estimated delivery time, as international shipments can be delayed by customs. If your tracking still hasn't moved, contact us and we'll assist with looking into it! Please see this page for more details: Undelivered, Damaged, or Lost Packages
My order arrived damaged. What now? Contact us within 72 hours of delivery with clear photos of the item and packaging so we can assist. Please see this page for more details: Undelivered, Damaged, or Lost Packages