Important

Personal Import

Transactions on this website are considered personal imports from Japan to overseas.

Personal imports occur when an individual purchases a foreign product directly from an overseas mail-order company, retailer, manufacturer, etc. for the purpose of personal use.

The standard for personal imports is that the product is for the importer’s personal use, so imports made on behalf of a family member or friend, or as a gift for someone, do not qualify as personal imports.

Reselling products also does not qualify as personal imports.

Customs and Tariffs

Please note that you are responsible for any imported products and will need to deal with any inquiries from your local customs office, if necessary.

If the purchase price exceeds the tax-free amount, you may be required to pay taxes and other fees. Policies regarding duties and fees vary from country to country, so please contact the customs office in your country.

Please check your email settings.

Order confirmation and package tracking number information will be sent to the email address registered at the time of ordering.
When registering, please be sure to enter your email address correctly.

In addition, please check your reception settings in advance to ensure that our emails are not classified as junk or spam.

Regarding products

Can you provide advice on taking medication or information about what's in your product?

Due to the provisions of the Pharmaceutical Affairs Law, we cannot provide advice on taking medicines or information on the contents, effects, or side effects of medicines. Please fully understand the effects and usage of medicines before ordering medicines on this site.

Can I order medicines not listed on this website?

Please use the inquiry form to request the pharmaceuticals you would like to carry.
We will do our best to meet your requests and see if we can sell them to you.

In addition, please note that we cannot sell prescription medicines that require a doctor’s prescription online, and therefore cannot handle them on this website.

Do the prices include taxes? Are there any customs duties on the products?

Prices are exclusive of tax. Regarding customs procedures, laws and regulations vary from country to country, and in some cases importers may be subject to duties and fees, so please consult your country’s customs.
If the product is confiscated or refused import by customs, it will not be reshipped, so if you have any concerns about importing medicines from our company, please consult your country’s customs in advance.

Regarding payment methods

What payment methods are available?
Wise-logo

To make payments on our website, please use the international money transfer service “Wise”. Please note that we currently do not accept any payment methods other than Wise.

Can I use credit cards or debit cards?

Please note that we currently do not accept credit cards.

I don't have a Wise account.
You can register for the international money transfer service “Wise” for free. You can register from the mobile app, so we would appreciate it if you would consider it. For registration, please visit the Wise website below.

Wise-logo

I've never used Wise before, how do I send money?
  1. Log in to WISE and prepare to send money.
  2. Enter recipient email address. (h.kitaoka@me.com) Account name: Haruka Kitaoka
  3. Please set the receiving currency to USD and send the money so that the amount to be sent matches the purchase amount.(We will cover the remittance fee.)
  4. If you are remitting money in a currency other than the US dollar, please make sure that the amount received (USD) including fees is the purchase amount.
  5. Please write your order number in the notes section or in the available space.
  • Remittance fees will not be refunded, so please be careful not to make a mistake in the remittance amount.
  • Your purchased items will be shipped by airmail from Japan.
  • Depending on the remittance method, it may take longer than expected. If you let us know by email that you have sent the remittance, we will start preparing the shipment in advance.

Sending in US Dollars

If the purchase price is $129.99

How to send money with

  1. Set the remittance amount to the purchase amount.
  2. Set up your remittance method.

*The amount received by us at KITAOKA will be the amount minus the commission fee.
*The fee varies depending on the remittance method and amount sent.

Sending in currencies other than US Dollars

If the purchase price is $129.99

How to transfer money with

  1. Select the currency you want to send
  2. Enter the purchase amount in the Amount to be received field.
  3. Set up the remittance method.
  4. If you set 1, 2, or 3, the remittance fee will be calculated.
  5. Change the remittance amount in 1 to the amount after subtracting the remittance fee in 4.

How to transfer money with

*The amount received by us at KITAOKA will be the amount minus the commission fee.
*The fee varies depending on the remittance method and amount sent.
*The fee for sending will be slightly lower as the amount sent has decreased.

Regarding order

Can I cancel my order?

As a general rule, we do not accept cancellations after payment has been made.

In particular, we cannot accept cancellations after shipment, so please make sure you order the correct items and quantities.

I can't find my country in the shipping address section at checkout. Why is that?

This applies to countries that the shipping company we use can deliver to.

We cannot ship to countries where the import of pharmaceuticals is prohibited.

Countries that require permission from the authorities to ship pharmaceuticals and countries with restrictions on pharmaceuticals are also set as excluded countries.
(If you would like to order products that have permission from the authorities and are not subject to restrictions, please contact us using the inquiry form.)

Why haven't I received a confirmation email after placing my order?

①Please check whether the email has been sorted into your spam folder or promotion tab.

② The registered email address is incorrect.

③It is set to refuse reception. (Please configure your settings so that you can receive emails from this site)
After checking the above, please contact us using the inquiry form.

I would like to purchase on behalf of a family member or friend.

In principle, personal imports are for the importer to use the product himself.
Therefore, the purchaser and user must be the same person.

Regarding Shipping

What shipping methods are available?

The delivery company we use is Japan Post.
The post office has a global network, and in your country, deliveries will be made by your local postal worker.

We offer two types of shipping methods.

[EMS]
Speedy delivery & compensation for actual losses in the event of loss or damage.

Normally, shipping is charged by region and weight, but our company sets the price only by region, so the heavier the item, the cheaper the shipping fee is than other companies.

[Free Shipping]
It will take a few days to arrive, but shipping is free.

However, compensation for actual losses in the event of loss or damage is limited to 6,000 yen.

How many days until the product is shipped?

Generally, we will ship your order within 5 business days (excluding Saturdays, Sundays, and holidays).

How long will the product take to arrive?
The number of days it takes for international mail to arrive varies greatly depending on the region, weather, season, number of flights, and international situations. For details, please refer to the shipping method page. Two shipping methods
Can I track my package?

Yes. Both shipping methods, EMS and free shipping, can be tracked.
(Please note that in some countries such as Canada and Australia, tracking is only possible within Japan when shipping with free shipping.)

Once shipped, you will receive an email with a tracking number for your package.
In most countries, you can also track your shipment on your country’s post office website using the tracking number.

I made a mistake with my shipping address. Can I change my shipping address?

Once shipped, we, as the sender, cannot change the address.
As a recipient, please contact your country’s post office directly.

When contacting us, please let us know the tracking number of the package, that it is a package from Japan, etc.

My package hasn't arrived, what should I do?

Please first check the history of the Japan Post tracking number that we will send you after shipping.
(For free shipping, Australia and Canada can only track within Japan.)

If the shipped package has already entered your country, please enter the tracking number on the website of your country’s post office and check the details.

If the tracking status has stopped updating on your country’s post office website, please contact your country’s post office website.

If you have inquired at the post office in your country but have not received a reply, please contact us and we will request an investigation from Japan Post.

**Even if we request an investigation from Japan Post without the recipient inquiring at the post office in your country, the investigation may be terminated as there was no request from the recipient.
Therefore, please be sure to inquire at the post office in your country first.

Is there compensation in case of lost or damaged luggage?

[EMS]
Actual damage compensation

[Free Shipping]
The actual damage compensation amount in the event of loss or damage is limited to 6,000 yen.

If you are purchasing a high-value item, please use EMS to increase the compensation amount.

If you ship a high-value item free of charge and the package is lost, we cannot compensate more than the limit, so if you wish to request actual damage compensation, please be sure to use EMS.

(EMS fees cannot be refunded)

Two shipping methods

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