Shipping & Return Policy

 

Thank you for shopping with us! Please review our shipping, return, and order policies below before placing your order.

1. Order Fulfillment & Pre-Orders

Standard Orders: Orders for in-stock items are processed and shipped within 1–3 business days.

Orders Containing Pre-Order Items: If your order contains any pre-order items, the entire order will ship once the last pre-order item becomes available.

Note: If you wish to receive non-pre-order items sooner, please place a separate order for in-stock items.

2. International Orders (Duties & Taxes)

International shipments may be subject to customs duties, import taxes, and local fees upon delivery. The customer is responsible for paying these fees.

  • If a package is returned: Your order will be refunded minus the original shipping cost and any return shipping fees incurred.
  • If a package is destroyed: If customs destroys or abandons the package due to non-payment of fees, we cannot offer a refund or replacement.

3. Return & Refund Policy

All Sales Are Final. Except in cases of a defective or damaged product, returns, exchanges, or order cancellations are not accepted once an order has been placed.

Defective or Damaged Products:

If you receive a defective or damaged item, please inspect your order upon receipt and contact us within 7 days of delivery at help@kaigai-imports.com with:

  • Your Order Number
  • A brief description of the defect
  • Clear photos or videos showing the issue

Once verified, we will process an order replacement at no additional cost to you.

4. Delivered Packages & Missing Items

If your tracking states that a package was delivered but you cannot find it:

  1. Check your property: Verify your shipping address, check around porches, mailrooms, or leasing offices, and check with family or neighbors.
  2. Contact the shipping company: You must contact the shipping carrier directly to open an investigation. Carriers have access to GPS tracking data and driver notes to locate misdelivered packages.
  3. Contact us for a replacement: If the shipping company completes their investigation and finds that the package was lost or incorrectly delivered, email us at help@kaigai-imports.com with your Order Number and Carrier Investigation/Case Number to file a claim and request an order replacement.