運送政策

We ship directly from Japan via air mail. 

 

Shipment processing time

All orders are processed within 2-3 business days. Orders are not shipped or delivered on weekends or Japanese holidays.

If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, we will contact you via email or telephone.

Shipping rates & delivery estimates

Shipping charges vary based on weight and package size. Charges are calculated and displayed at checkout.

Delivery time varies based on your location.

After shipping, please expect your package to arrive in 1 - 2 weeks. 

In general, we will ship your order within 2 business days from when you order, unless you order a product that requires customization or is on backorder (this information is written on the product page, so please check that before ordering).

If you have any questions or special requests regarding shipping, please send us an email at support@shi-zen.shop

Taxes and Duties

For customers in Singapore, we do not collect taxes or duties at checkout.
If your shipment exceeds the import tax threshold of 400 SGD, you may be charged GST by customs, and we request that you pay this. 

For all other countries, we collect all applicable taxes and duties at checkout and pay them on your behalf.
You will not need to do anything else to receive your package. Please let us know if you are charged for any reason, and we will fix the issue.

Shipment confirmation & Order tracking

You will receive an automated Shipment Confirmation email once your order has shipped containing your tracking number(s). The tracking number will be active within 24 hours.

Damages

Please let us know if your shipment arrives damaged. Shi-Zen is not liable for any products damaged or lost during shipping, but we will try to make things right if your shipment is damaged.

If you received your order damaged, please contact the shipment carrier to file a claim. Please save all packaging materials and damaged goods before filing a claim.

Returns

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. The return process is as follows:

  1. Products can only be returned if they are still in their original condition and packaging. Used products, or products damaged by the customer will not be eligible for refund.
  2. Request your Return Authorization Number by emailing support@shi-zen.shop with detailed reason for return and pictures or a video of the product that supports your reason. Upon approval you will receive the RA# and the address here in Japan where you can mail the product you would like to return.
  3. To assure your refund please use a trackable mail service. We will not be responsible for lost or missing packages.
  4. Upon the receipt of your package, your products will be examined and a full refund will be issued to your original method of payment. A refund receipt will be emailed to the email address you used when making your original purchase.

For more details, please visit our returns and refunds page