Terms & Conditions
Please read the following terms carefully before placing an order.
Returns & Refunds
All sales are final — no returns or refunds — unless the mistake is on our side. In that case, please contact us within 3 days of delivery with your order information and valid proof, and we will either refund the missing items or resend them with your next order.
We do not include a paper receipt in the package. You can find your receipt and order details in your confirmation email.
Order Cancellations
You can cancel an order before we purchase the shipping label. Please note that PayPal fees are not refundable for cancelled orders (this applies whether you pay by PayPal, credit card, or debit card, since all payments are processed through PayPal).
Expiration Dates
Some items, especially those on our Sale page, list their expiration date in the item description — please read the description before adding items to your cart. We do not check expiration dates on request, and we don’t guarantee a specific shelf life. We won’t knowingly send already-expired items, but some products from our distributors may have less than 3 months of shelf life remaining, which is the nature of those items.
Product Listings
Photos, titles, descriptions, weights, and sizes on our website may not always reflect the most recent product received from our suppliers. Packaging, size, weight, or color may vary slightly from what’s shown online.
Order Processing
Orders are processed as soon as possible after payment clears. We do not process unpaid orders — orders without payment are automatically cancelled after 2 days, and repeated unpaid orders may result in your account being blocked.
Frozen & Heat-Sensitive Items
Frozen items are intended for local delivery only, where we can keep them frozen until you receive them. If you request shipping for a frozen item, we are not responsible for any damage or spoilage, and no refund or return will be issued. This also applies to items that can melt in hot weather (e.g. Blueband, Wysman, chocolates) or items whose packaging can expand (e.g. Kusuka, Taro).
Shipping
- Once your shipping label is created, you’ll automatically receive a tracking number by email — there’s no need to request it.
- If you need your order shipped on a specific date, let us know right after placing your order; we can hold it for up to 1 week.
- If a package is shipped to the wrong address, refused, or returned due to customer error, customs restrictions, or similar reasons, the customer is responsible for all related costs — including the invoice, original and return shipping, and any items damaged or spoiled in transit.
- If you have extra delivery instructions (like a door or gate code), include them in the shipping address field, not the order notes — notes are not printed.
- Once your order ships, we have no control over the carrier (UPS, USPS, FedEx, etc.) and cannot guarantee delivery timing, including during holidays. We do not issue refunds or compensation for carrier delays, and we’re unable to change the delivery date or time once shipped — please contact the carrier directly for that.
Damaged or Incorrect Items
If you receive an incorrect item, please send us video proof of the unboxing — we cannot issue a refund without it. We pack every order as carefully as possible, but we can’t guarantee items will arrive in perfect condition, since we don’t control how carriers handle packages (items like crackers, biscuits, or canned goods may be damaged in transit). Please only order if you’re comfortable with this risk; you’re welcome to file a claim with the carrier directly. We do not knowingly ship already-broken items unless it’s specified on our website (typically with a discount). Note that we reuse random boxes for shipping, so please check thoroughly when opening your order.
Local Delivery & Pickup
If you ask us to leave your package outside, we are not responsible for theft or damage. This also applies to pickup orders at Hiro restaurant after Saturday. We deliver when available and cannot guarantee a specific day or time — delivery may occur the same day, the next day, or within the following days. We only deliver to the 1st floor; if you live on another floor, you’ll need to carry your order up yourself.
Contact
We do not have a phone number. All communication is handled through email or our Facebook page.
