Shipping policy

1. About the operation of each policy

When using this site (including browsing, registration, ordering, etc.), users are deemed to have agreed to all the policies of our company.
Once the order is completed, consent to the policy is formally established at that point.

The content and policies of this site are created in Japanese, and other language versions are translated for reference. If there are differences in content or interpretation between the Japanese version and other language versions, the definition and interpretation of the Japanese version will take precedence.

2. About order reception

Orders are accepted 24 hours a day, 365 days a year. However, there may be cases where the payment company implements a separate system maintenance. Information about maintenance of the shop itself will be announced in the news section.
Orders are closed at 10:00 AM(JST) on each business day, and processing begins at that point. This cutoff date becomes the order date.
When selecting a product, please choose a specification that suits your needs (such as Power or Base Curve). Also, the number of lenses per box varies by product. Especially for products like 1 box contains 1 lens, please note that you cannot use them unless you purchase more than two boxes for right and left eye use.
If you notice input errors such as color or Power, delivery address, etc., immediately after order completion, changes may be possible if within the order cut-off time (10 AM on weekdays). In such cases, please contact us via the inquiry form or chat. However, changes involving brand or quantity that accompany a change in the amount cannot be accepted.
Once order processing begins, no changes can be made. Especially as there are many errors in the selection of Power, please make sure to select the correct product at the time of ordering.
Please ensure the accurate entry of customer information at the time of ordering.
The information you enter will be used to create delivery slips and invoices, so incorrect information can lead to delivery failures.
If you wish to deliver outside of Japan, please enter the address in English notation as a general rule.
The email address becomes important information to identify your order information when you receive order completion emails, shipping notification emails, or make inquiries.
After order completion, an order confirmation email will be sent to the registered email address. If you cannot find the email, please check your spam folder or promotion folder. If you still cannot find it, please contact us via the inquiry form.
Additionally, it is recommended to save the order completion URL.
If you have a coupon code, please enter it on the checkout screen and confirm that it is reflected before completing your order. Post-order use is not possible. Each coupon code has its own usage conditions, so please check the content at the time of acquisition.
Contact lenses are specially controlled medical devices. Be sure to undergo an examination and prescription from an ophthalmologist and obtain contact lenses that suit your eyes. All products on this site are approved medical devices within Japan.
After order completion, please submit the prescription form via the form.

3. About the shipping schedule

Shipping will be within 5 business days from the day after the order date.
Business days are based on the Japanese calendar, and logistics holidays such as Saturdays, Sundays, public holidays, and year-end and New Year holidays set by the company are not included as business days.
Due to logistics congestion, etc., there may be cases where it takes more time than stated above, so please understand in advance.
If the ordered product includes out-of-stock items or back-order items, there may be cases where it takes even more time before shipping. Please pay special attention to products with descriptions like "Back-Order" or unstable stock on the product page since cancellations are not accepted.
However, as an exception, if more than two months have passed since the order without stocking, or if production has ended during the waiting period, cancellation of the relevant product only is possible.
There may be cases where we substitute a different Number of Lenses box of the same color. For example, if you order a box containing 30 sheets, it may be replaced with 3 boxes containing 10 sheets. In this case, no additional fees will be charged.

4. About delivery areas and delivery days

We deliver to more than 120 countries and regions as a regular service. However, the deliverable areas and available delivery methods are constantly subject to change depending on the situation in each country/region and the circumstances of the logistics company.

By entering the correct delivery address on the checkout screen, you can confirm whether the area is a deliverable area. Countries/regions not displayed as selectable options for delivery are currently undeliverable, so please understand.

Country/Region	Delivery Method	Days from shipment to delivery
Within Japan	Yu-Pack/Home Delivery	1-5 days
China, Hong Kong, Macau, Taiwan, South Korea	EMS	2~5 days
Entire Asia (Singapore, Malaysia, Thailand, Vietnam, Philippines, etc.)	EMS	3~9 days
America	EMS	5~14 days
Canada	UPS	3~5 days
Australia	UPS	3~5 days
Australia	EMS	5~14 days
New Zealand	EMS	5~14 days
UK, EU countries	EMS	5~14 days
Arab League, Saudi Arabia, Qatar, Israel, Turkey	UPS	3~10 days
Africa	EMS	7~21 days
South America	EMS	7~21 days

The number of days from shipment to delivery is just an estimate and may fluctuate due to logistics and customs conditions.
For security reasons, delivery to military-related facilities (APO, FPO, DPO, etc.) is generally not possible.

5. From Shipment to Receipt

After shipment is completed, an email with the tracking number will be sent. It may take a few hours for tracking information to reflect, so please check after some time.
The order tracking service is provided as a guide and is not perfect. Depending on the region of delivery, the tracking service itself may not be available.
Additionally, after arriving in the country/region of destination, if you check with the local delivery operator's tracking information, you can grasp a more accurate situation.
* For a list of major postal operators, please see here.
* The tracking number provided at the time of shipment can be used universally.
In some countries/regions, face-to-face delivery is restricted, and if the customer does not contact the nearest delivery office, the package may not be delivered. There are cases where arrival notices to the delivery office are not made, so please be careful. If there is no contact from the customer and the retention period is exceeded, the package may be returned to the sender.
For the delivery status after shipment, please directly confirm and contact between the delivery operator and the customer.
If returned due to long-term absence, incorrect address, recipient name error, or refusal of acceptance, the customer will be responsible for the shipping cost again if a redelivery is desired. Returned items will generally be discarded about 1 week after the store receives them, so please contact us promptly if you wish for a reshipment. Please note that in the case of a return, cancellation or refund is not possible for any reason.
In some countries, undeliverable packages may be discarded locally rather than returned. In this case, reshipment or refund is not possible, so please be careful.

6. About Warranty

If a problem arises regarding delivery or receipt, please contact the responsible post office or delivery company directly.
If the product is damaged during delivery, you can apply for the delivery company's warranty system. Necessary documents and procedures will be guided by our store, but the application process must be carried out by the customer. The availability and compensation amount of the warranty will be determined based on the delivery company's investigation results.
* Dirt or damage to packaging or wrapping that does not affect the use of the product itself is not covered by warranty.
The delivery company's warranty limit is approximately 20,000 yen for EMS and approximately 10,000 yen for UPS. It is also possible to provide insurance to cover the entire order amount by bearing additional costs. Please consult before ordering.
If delivery is not completed due to the customer's convenience, it is not covered by warranty. For details, please refer to the refund and return policy.
After delivery is completed, loss or theft after posting is not covered by warranty. Please report the damage to the nearest police station.

7. Response in Case of Non-Completion of Delivery

In cases corresponding to the following reasons, we will issue a full refund or reshipment.

1. After placing an order, if the shipping method to the destination country or region becomes unavailable due to logistics circumstances during preparation for shipment, a full refund will be issued.
2. If the shipment is returned to Japan due to customs inspection results of the destination country after shipment, a request for a full refund or reshipment (in this case, the reshipment cost will be borne by our store) is possible.
  ※ However, if it is indicated that customs clearance will be difficult even after reshipment, only a refund will be processed.
  ※ Customs clearance failures due to customer circumstances such as refusal to pay customs duties are not covered.

Delivery failures due to customer circumstances other than those mentioned above (e.g., incorrect address, recipient not present, refusal to accept) are not eligible for a refund or reshipment. Please check the "Refund and Return Policy" for details.
In addition, for packages after customs clearance, neither our store nor the delivery company can conduct cross-border investigations or interventions. For delivery and acceptance after customs clearance, customers need to directly verify and negotiate with the local delivery carrier.

8. About Product Prices and Various Taxes

All orders on this site are settled in Japanese yen.
The exchange rates displayed for other currencies on the website are for reference only, and please verify the actual exchange rate with your credit card company.
The selling price may vary depending on the destination country or region. The price displayed on the product page or cart page is based on the estimated destination country from the customer's device internet environment, but there may be cases where it cannot be accurately determined due to browser or network environment.
※ There may also be cases where it cannot be accurately determined due to the internet and browser, and device security environment.
The final payment amount including shipping fees and currency exchange handling fees can be accurately confirmed by entering the delivery destination address at checkout.
If the delivery destination is outside Japan, in many countries, it is treated as tax-free, so this site does not collect customs duties or value-added tax at the time of order.
All orders are shipped from within Japan and are considered personal imports for the customer.
In many countries, if the quantity is within the range for personal use, it is tax-free, and customs duties do not occur, but depending on the customs judgment, customs duties or handling fees may occur.
Taxes and handling fees determined by the destination country or customs are the customer's responsibility.
（Regardless of names such as value-added tax, sales tax, customs duties, customs handling fees (ICOD), customs inspection fees.）
For details, please contact the customs office in your area.
If you refuse to pay these fees, depending on the customs judgment, the order will be abandoned or returned to Japan. In the case of abandonment, it is not subject to any guarantee.
If returned to Japan, a refund is not possible, and only reshipment is possible by paying the reshipment fee.