Frequently Asked Questions (FAQ)

We do not accept cancellations in principle. If a cancellation is absolutely necessary, please contact us as soon as possible.

Depending on the product, order, or your purchase history, a cancellation may be accepted; however, the record will remain in your account and may affect future use of your account and our store. Please place orders only when you are certain about your purchase.

We send all emails to the address registered with your account. If you have not received our order confirmation email, it may be due to one of the following:

1. Our email has been filtered as spam.
2. Your email provider may have blocked our domain (samurai-drugstore.jp).

Please check your spam folder or contact your email provider to allow emails from our domain. We recognize that Gmail tends to have the fewest delivery issues among free email services.

We are sorry, but we cannot add items directly to an existing order. Please place a new order for any additional items.

Orders cannot be transferred between accounts. Attempting to do so may result in cancellation of all related orders and/or permanent deletion of all associated accounts. Please be aware of this policy before placing an order.

There are several possible reasons:

1. Our emails did not reach you. Please ensure your email address can receive messages from our domain (samurai-drugstore.jp).
2. We required additional confirmation but received no reply. For cases such as garbled address data or suspected duplicate orders, we verify by email before processing. If no reply is received within several days, the order is cancelled.
3. There is an unresolved issue with a previous order. We cannot accept new orders until outstanding issues are resolved.
4. The product was discontinued or supply was suddenly reduced. We will notify you if this occurs.
5. Your order exceeded our purchase limit. To ensure fair access for all customers, purchase limits apply to some popular products. Repeated violations may result in account deletion.
6. The product cannot be shipped internationally. Flammable materials, rechargeable batteries, and certain other items cannot be shipped by air. Country-specific restrictions may also apply.
7. Your account has been previously suspended. We cannot accept orders from customers whose accounts have been permanently closed.

You can browse products using the category menu at the top of the page or by using the search button. You can also narrow results using the filters on the left (brand, price range, etc.).

Each product page displays the item number, images, price, description, and product specifications (including whether it is a pharmaceutical or general product).

1. Add items to your cart.
2. Review the contents of your cart.
3. Enter your shipping information.
4. Select a payment method (PayPal or Credit Card).
5. Complete payment to confirm your order.

After logging in, go to My Account → My Orders to view your order history and details.

If items still remain in your order, it has not been cancelled. Product pages may be removed for discontinued items, pre-renewal products, or limited-sale items where new orders can no longer be accepted.

We strive to offer our products at the lowest possible prices and do not offer quantity-based discounts. However, we run promotional campaigns from time to time. For the latest information, please visit the site regularly.

All orders require prepayment regardless of the payment method selected. Once payment is complete, your order will be shipped after all items are ready in our warehouse. The amount charged is: product price + shipping fee = total payment.

When a new credit card is registered or used on our site, our payment provider automatically sends an authorization request to your card issuer to verify that the card is valid. Depending on your card company, this may temporarily appear as a pending charge. We do not have any control over this process. Please contact your card issuer directly for questions regarding authorization amounts.

Credit card processing is handled by our payment provider, so we are unable to diagnose registration or usage errors directly. If the error persists, please consider switching to PayPal as your payment method.

We currently ship to countries where Japan Post's EMS service is available (excluding some areas).

Please check the Japan Post's website for detailed delivery information.

We also accept inquiries regarding the availability of individual shipments.

Currently, we ship to countries where Japan Post's "EMS" service is available. (Excluding some regions)

In-stock items are typically shipped within one week. Delivery time varies by destination. If your package has not arrived after 3 weeks, please check the tracking status at your local post office. It may be held undelivered or stopped at customs inspection.

If you have waited long enough and still cannot locate your package, please contact us directly. Please do not open a PayPal dispute or credit card chargeback, as this will interfere with our resolution process.

Some countries require customs duties or handling fees when receiving international packages. These charges are determined by your country's regulations, and we have no authority to waive or prevent them. Please familiarize yourself with your local import regulations before ordering.

Please note that we do not accept requests to undervalue shipments or mark packages as "Gift" to avoid customs duties.

Customs authorities in some countries may open packages during inspection. We have no authority over customs actions and cannot be held responsible for any actions taken by customs officials. Please be aware in advance that we are unable to offer compensation or replacements for items seized, lost, or damaged by customs.

Packages may be returned to us in cases of refusal of receipt or an incorrect shipping address. If this occurs, we will notify you and provide instructions for re-shipment.

Please note that both the original and re-shipment fees will be charged to the customer. For orders shipped via UPS, a return shipping fee may also apply.

If you suspect your package has been damaged in transit:

1. Take photos of the package before opening it.
2. If possible, open it in the presence of a post office representative.

For Japan Post shipments: If damage is confirmed, file a Damage Report at your post office. Once you have signed the required documents and obtained copies, please scan and send them to us. We can only file a compensation claim with Japan Post after receiving your signed documents.

For other carrier shipments: Please send us a photo showing the damaged area alongside the shipping label or order invoice as soon as possible. We will contact the carrier and handle the claim process on your behalf. Do not discard the shipping label or invoice until the matter is resolved.

Please note that we cannot provide compensation for shipments sent without tracking. For high-value or fragile items, we strongly recommend choosing a tracked shipping method.

We are sorry, but we do not currently offer gift wrapping, message cards, or any other special packaging services.

Please contact us as soon as possible with the following:

1. A detailed description of the issue.
2. A clear photo of the damaged or missing items.
3. A photo showing the damaged item together with the shipping label or order invoice.

Please do not discard the shipping label or invoice. We will propose a solution as soon as possible; however, please allow a few days for an internal review. Photos that do not include the shipping label or invoice cannot be processed.

We are sorry, but we cannot respond to damage caused by the customer. We are unable to provide replacements or act as an intermediary between you and the manufacturer. Please note that manufacturers typically provide support only for domestic Japanese customers.

Due to the nature of international shipping, we are unable to offer exchanges. Returns may be accepted under certain conditions — please see the return policy questions below for details.

• Before payment: Your order will be automatically canceled.
• After payment: You cannot cancel your order directly through the website. Please contact us as soon as possible using the "Contact Us form on the website's top page."
• If the order has not yet shipped: A full refund will be issued.
• If the order has already shipped: A refund will be issued after deducting the shipping fee.

Returns (but not exchanges) are accepted for most items. If the return is due to a customer's personal reasons, the refund will be issued after deducting shipping fees and any applicable handling charges.

Please contact us within 7 days of receiving the item. Include your order number and photos of the issue via email or social media. Once confirmed, a refund will be processed within 7 business days.

1. Submit a return request within 7 days of receiving your order.
2. Once your request is approved, ship the item back to our designated address in Japan at your own expense. The package must arrive within 2 weeks.

Returns that have not been approved in advance or that arrive after the deadline will not be accepted.

• Only items that are unopened, unused, and in their original condition are eligible for return.
• Customs duties and taxes are non-refundable.
• If a partial return causes the order to fall below the free-shipping threshold, the shipping fee difference will be charged.

Non-refundable situations: We cannot issue refunds if the package is returned to us due to failure to complete customs clearance, refusal of receipt, incorrect address, extended absence, or rejection of delivery.