Welcome to Motto from Japan. Please read our store terms, payment guidelines, and international shipping policies thoroughly before completing your purchase. 

1. Shopping Guide & Terms Overview

By placing an order on our official store (motto-from-japan.com), you agree to be bound by the terms and conditions outlined on this page.

• Authenticity: All products offered by Motto from Japan are sourced directly from authorized Japanese suppliers and guaranteed 100% authentic.

• Agreement: Completing a purchase indicates full acceptance of our payment terms, fulfillment timelines, return limitations, and customs responsibilities.

• Policy Revisions: We reserve the right to update or modify these policies at any time to comply with international regulations or shipping standard updates.

2. Payment Methods

We partner with Stripe to ensure a secure, encrypted, and seamless checkout experience for our international customers.

• Accepted Cards: Major credit and debit cards, including Visa, Mastercard, American Express, Discover, JCB, and Diners Club.

• Currencies & Exchange Rates: Prices are displayed in the selected store currency at checkout. Transactions are processed in the equivalent store currency or Japanese Yen (JPY). Final charge amounts may vary slightly based on your bank or credit card issuer's foreign transaction fees and conversion rates.

• Billing Verification: To protect against credit card fraud, billing details must match the information associated with your payment card. Orders flagged for suspicious activity may be delayed or canceled.

3. Shipping & Delivery Methods

All shipments originate directly from our fulfillment center in Japan.

Shipping Service: International Air Mail / Small Packet

Processing Time: 5–10 business days 

Estimated Delivery Time: 7–14 business days
Tracking: Included 

• Fulfillment Schedule: Orders are processed and handed over to the postal carrier within 2 to 4 business days (excluding Japanese weekends and national holidays).

• Tracking Information: Once your package has been dispatched, a shipping confirmation email containing your tracking number will be sent to the email address provided at checkout.

• Delivery Carrier: Packages are handed over to your national postal service (e.g., USPS in the United States, Royal Mail in the United Kingdom, Australia Post in Australia) upon arrival in the destination country.

4. Customs, Import Duties & Taxes

International shipments may be subject to import duties, value-added taxes (VAT), goods and services taxes (GST), and administrative customs clearance fees imposed by the destination country.

• Buyer Responsibility: Import duties, taxes, and charges are not included in the item price or shipping cost. These charges are the buyer's responsibility.

• Fee Assessment: Customs policies vary widely by country. Please check with your local customs office to determine what these additional costs will be prior to buying.

• Refusal of Delivery: If a shipment is refused due to unpaid customs fees, non-compliance with local import regulations, or refusal to accept the delivery, any return shipping costs, administrative penalties, or non-refundable carrier charges incurred will be deducted from any applicable refund. If the return cost exceeds the value of the order, the package may be abandoned by the carrier without a refund.

5. Order Cancellations & Return Policy

Due to the nature of international logistics, all sales are final. We do not accept returns, exchanges, or cancellations due to customer preference, buyer's remorse, or mistaken orders once the order has been processed.

Damaged or Defective Items

If your item arrives damaged, incomplete, or defective:

1. Contact our support team within 7 calendar days of delivery.

2. Provide your order number, a clear explanation of the issue, and clear photo or video evidence showing the damaged product, outer packaging, and shipping label.

3. Once verified, we will arrange a replacement, store credit, or a partial/full refund depending on stock availability and the extent of the damage.

6. Address & Delivery Issues

Accurate shipping details are required to ensure successful international delivery.

• English Character Requirement: Please make sure your shipping address is fully correct and entered entirely in English (Latin script) characters. Addresses entered in non-Latin characters (such as Cyrillic, Kanji, Arabic, or accented scripts) cannot be processed by international postal systems and may cause severe shipping delays or order cancellation.

• Recipient Responsibility: We are not responsible for shipping delays, package losses, or returned shipments caused by:

  • Incorrect, incomplete, or invalid shipping addresses.

  • Failure to receive or pick up packages from local post offices or pickup centers within the carrier's designated timeframe.

  • Recipient unavailability or failure to respond to local customs or postal notices.

• Re-Shipping Fees: If a package is returned to our facility in Japan as undeliverable or uncollected, re-shipping fees will be charged to the buyer to attempt a second delivery. Original shipping costs are non-refundable.

7. Shipping Delays

Estimated delivery times (7–14 business days) serve as general guidelines and are not guaranteed timeframe commitments.

• External Factors: International shipments may experience unexpected delays due to local customs clearance procedures, severe weather conditions, seasonal peak volumes (such as holidays), or local postal service disruptions.

• Patience & Support: We appreciate your understanding and patience during unforeseen carrier delays. If your tracking status has not updated for more than 14 business days after dispatch, please reach out to our support team for assistance in filing an inquiry with Japan Post.

8. Customer Support

For any questions regarding our terms, payment processing, or an existing order, please contact us:

• Store Website: motto-from-japan.com

• Customer Support Email: info@motto-from-japan.com

• Business Hours: Monday – Friday, 9:00 AM – 5:00 PM (JST / Japan Standard Time)