At KazokuMate, we understand that our customers are the heart of our business. Our goal is to make sure that every customer has a positive experience with us. We take great pride in the quality of our products and the level of service we provide. To ensure that your shopping experience with us is seamless, we encourage you to carefully read our Shipping Policy before placing an order. We believe that transparency is key to building trust with our customers, and we want to make sure that you fully understand our shipping terms.

ORDER AND SHIPPING CONFIRMATION

After you place an order with us, you will receive an order confirmation email. Once your order has been shipped, you will receive a shipping confirmation email with all the necessary information about your order, including the tracking number, courier partner, and estimated delivery date. Please check your spam folder if you do not receive these emails.

PROCESSING TIME AND SHIPPING SCHEDULE

We kindly request that you allow us 1-2 business days to process your order before it can be shipped out. It's important to note that this processing time is separate from the shipping time. Therefore, the total time it will take for you to receive your order will be the processing time plus the shipping time.

Additionally, please be aware that we ship orders exclusively on business days (Monday through Friday). Any orders placed over the weekend or during public holidays will be processed on the following business day.

COURIER PARTNERS AND TRACKING

When you place an order with KazokuMate, we partner with reliable courier companies to ensure that your order is delivered to you on time and in good condition. Once your order has been shipped, we will send you a shipping confirmation email that contains a tracking link. You can use this link to track the delivery of your package. Please note that the delivery timeframe provided in the email is an estimate and may vary depending on your location and courier availability. Also, it is important to keep in mind that tracking information may take 1-4 days to show up on the courier's website.

While KazokuMate partners with reliable courier companies to ensure the safe and timely delivery of your package, we cannot guarantee delivery within a specific timeframe. In the event of any shipping delays or issues, KazokuMate will work with you to resolve the issue as soon as possible. However, KazokuMate is not liable for any shipping delays or issues that may arise during the delivery process.

SIGNATURES AND PACKAGE DELIVERY

Some of our courier partners may require a signature upon delivery. If this is the case, the courier will not leave the package at your doorstep without obtaining a signature from someone at the delivery address. If no one is available to sign for the package, the courier may leave it at a nearby location or attempt delivery again at a later time. Please note that KazokuMate is not responsible for any issues that may arise because of courier decisions to leave packages without a recipient.

If you know that you will not be available to receive the package when it arrives, you may be able to arrange for someone else to sign for it. Alternatively, you can contact the courier company directly to make alternative delivery arrangements. It is important to note that once the package has been delivered and signed for, KazokuMate is no longer responsible for the package or any issues that may arise.

Please note that we cannot guarantee Saturday delivery, even if your shipping is upgraded to express.

DAMAGES DUE TO COURIER HANDLING

At KazokuMate, we take great care in ensuring that all our products are of the highest quality and are packed securely to prevent any damage during transit. However, sometimes packages can be damaged due to handling by the courier company.

If you receive a package that appears to be damaged, we recommend that you take photos of the packaging and contact the courier company as soon as possible to report the issue. Please also send us the same photos at hello@KazokuMate.com and we will do our best to assist.

Please note that any damage caused by courier handling falls outside of our refund policy. We perform thorough quality checks on all items before shipping, and all items are packed very safely and bubble wrapped. However, we cannot control how the courier handles the package once it leaves our facilities.

We appreciate your understanding in this matter, and we will do everything we can to assist you in resolving any issues with damaged packages.

INCOMPLETE / INCORRECT ORDERS

If your package arrives with missing or incomplete items, please contact us at hello@KazokuMate.com with your order number and the details of the missing or incomplete items within 48 hours of receiving the package. Depending on inventory and stock, we may ship products separately. In this case, you will receive separate shipping confirmation emails containing the tracking number for each package. We will cover the shipping costs for any missing or incomplete items. If we are unable to provide a replacement, we will issue a refund for the missing or incomplete items.

ORDER CHANGES AND ACCURATE SHIPPING DETAILS

It is the responsibility of the customer to ensure that the shipping details are accurate and complete at the time of checkout. Incomplete or inaccurate shipping details may result in delayed processing or order cancellation. For system-detected address issues, our customer support team will send an email to verify your shipping details within 3 business days of your order being placed. If we do not receive a response within this time, we reserve the right to cancel your order.

If you notice an error in your shipping details, please email us at hello@KazokuMate.com within 24 hours of placing your order. We will do our best to accommodate any changes, but we cannot guarantee that we will be able to make changes after this time.

DELAYED DELIVERY

At KazokuMate, we understand that receiving your order in a timely manner is important to you, and we strive to ship out all orders as quickly as possible. However, please note that in some cases, there may be delays in delivery due to circumstances outside of our control.

For example, courier partners may experience unexpected delays or issues during transit, such as severe weather conditions or transportation disruptions. In such cases, we will do our best to work with the courier to ensure that your package is delivered as soon as possible.

Additionally, there may be unforeseen circumstances that may delay the processing or shipment of your order, such as product availability issues, address verification problems, or payment processing delays. We will notify you as soon as possible if we encounter any issues with your order that may cause a delay.

Please note that KazokuMate is not liable for any delays in delivery caused by external factors beyond our control, and we cannot guarantee the exact delivery date. However, we will always do our best to keep you updated on the status of your order and provide any assistance that we can to help resolve any issues that may arise.

FREE SHIPPING ON ORDERS $50+

We offer free shipping on orders of $50 or more within the United States. Please note that this offer is valid for orders with a minimum value of $50 after discount codes and any sale promotions have been applied.

For orders with a total value less than $50 (after discount codes and any sale promotions have been applied), alternative delivery fees will be charged. The shipping fee will be calculated at checkout based on the weight, size, and destination of your order. We work with a variety of shipping carriers to provide the most affordable and reliable shipping options to our customers.

For international orders, please be aware that additional taxes, customs duties, and fees may apply upon delivery. These charges are the responsibility of the recipient and are not included in the shipping costs charged by KazokuMate. Please check with your local customs office for more information on potential fees before placing your order.

INTERNATIONAL SHIPPING

KazokuMate offers international shipping to most countries with packages shipped DDU (duties and taxes unpaid). This means that as the recipient, it is the customer's responsibility to pay any inbound duties, taxes, and customs fees. Please refer to the table below for a list of courier partners, approximate delivery timeframes, and tracking links for your country.

United States

DHL, USPS

3-8 Business Days

Canada

Canada Post

3-7 Business Days

United Kingdom

Royal Mail

5-14 Business Days

Ireland

An Post

7-14 Business Days

Australia

Australian Post

5-14 Business Days

Germany

German DHL

7-14 Business Days

New Zealand

New Zealand Post

7-14 Business Days

France

La Poste

7-14 Business Days

Spain

Correos

7-14 Business Days

Italy

Poste Italiane

7-14 Business Days

Japan

Japan Post

7-14 Business Days

Other International

International Shipment with Tracking

10-31 Business Days

Please be aware that international shipping may take longer than domestic shipping, and courier tracking websites may take 1-4 days to update the tracking information. KazokuMate is not liable for any customs fees, duties, or taxes, nor are we responsible for lost or stolen packages during international shipping.

However, customs may sometimes hold packages for inspection, causing delays in delivery. We advise customers to check with their local customs office to determine if any additional fees or inspections may apply to their order.

If customs holds a package, it may be the customer's responsibility to provide necessary documentation or information to release the package. KazokuMate is not responsible for any delays or additional fees incurred due to customs holding a package.

LOST OR STOLEN PACKAGES

We understand that it can be frustrating to experience lost or stolen packages during the shipping process. However, once we hand over the package to our courier partners, it is out of our control. In the event that your package is lost or stolen, please contact us at hello@KazokuMate.com, and we will do our best to assist you.

If your package is lost or stolen, we recommend that you reach out to the courier company directly to file a claim. Most courier companies have a claims process for lost or stolen packages, and they may require additional information from you to complete the process. We will also contact the courier company on your behalf to follow up on the claim and provide updates.

Please note that KazokuMate is not responsible for lost or stolen packages during the shipping process, and these fall outside of our refund policy. However, we will do everything we can to assist you in resolving the issue. If the package is not found or delivered, we may offer a replacement, depending on the situation.

In some cases, the courier company may be able to locate the package and deliver it to you. However, if the package is not found, we recommend that you file a police report.

RETURNS

We understand that sometimes you may need to return an item that you purchased from KazokuMate, and we want to make this process as easy as possible for you. Please note that when returning an item, customers are responsible for the cost of shipping the item back to us.

To start the return process, please review our return policy which outlines the conditions under which we accept returns. You can find our return policy on our website at https://get.KazokuMate.com/. Please carefully review the policy to ensure that your return meets the required conditions.

If you have any questions or concerns about the return process, please do not hesitate to contact our customer service team at hello@KazokuMate.com. We are here to help you and are happy to assist you with any questions you may have about the return process.

CANCELLATION AND REFUSAL

KazokuMate reserves the right to cancel and refuse any order placed on our website. We may, in our sole discretion, limit or cancel quantities purchased per person, per household, or per order. In the event that we make a change to or cancel an order, we will attempt to notify you by contacting the email provided at the time the order was made. We reserve the right to refuse or cancel any order that we suspect to be fraudulent, unauthorized, illegal, or in violation of these Terms of Service.

If we cancel an order at our discretion, which is not requested by the customer, we will issue a refund on the spot. Please note that refunds may take 3-5 business days to process, depending on your bank or credit card company. We apologize for any inconvenience this may cause.

SHIPPING POLICY CHANGES

KazokuMate reserves the right to modify or update this Shipping Policy at any time without prior notice. It is the responsibility of the customer to review the most recent version of the Shipping Policy before making a purchase and using our products.

By purchasing and continuing to use KazokuMate products, customers are indicating their acceptance of this Shipping Policy including any modifications that may be made to it.

We encourage our customers to review this policy periodically to stay informed about any changes or updates that may affect their orders. If you have any questions or concerns about our Shipping Policy, please do not hesitate to contact us.

At KazokuMate™, we are committed to providing you with high-quality products and exceptional customer service. We want you to be completely satisfied with your purchase, and we offer a 30-day guarantee to ensure your happiness. If you are not satisfied with your purchase for any reason, please contact us at hello@KazokuMate.com. 

Cancellation Policy

Please note that any changes or cancellations to an order must be made within 24 hours of placing the order. After this timeframe, we may not be able to accommodate your request as the order will have already entered the processing phase. If you do cancel your order within 24 hours, we will process your refund within 10 business days.

Returns and Refunds

We offer a 30-day return policy for unused items that are returned in their original packaging. However, we do not issue refunds for items that have been used, worn, or damaged through normal use or misuse. If you return an item that is not approved by our team, without a valid reason, or is outside of the 30-day window, we reserve the right to charge a restocking fee of up to 25% of the purchase price.

To initiate a return, please email us at hello@KazokuMate.com within 30 days of delivery and provide your order number and reason for the return. All returns must be approved by our team before shipping the product back to us. Items must be returned in their original packaging and in unused condition. Please include your order number and shipping name in your return package to help us quickly process your return. Customers are responsible for return shipping costs, unless the item was damaged upon receipt. We do not reimburse shipping costs.

Upon receipt of your return, it may take up to 10 business days for us to inspect your item/s. After we confirm that all returned items are in good condition, please allow up to 40 business days from the date we confirm your refund to process. If you do not receive your refund after we have confirmed it has been processed and successfully refunded, please contact your financial institution.

We do not issue refunds for items that have been used, worn, or damaged through normal use or misuse.

All refunds are processed in U.S. Dollar ($USD), the same as the original purchase. Please note that customers are responsible for any fees associated with foreign currency transactions or exchange rates.

Product Concerns

We take product safety seriously and encourage our customers to use our products safely and responsibly. Please follow all proper usage instructions and safety precautions provided with your product and all available resources found on our website. Failure to do so may result in damage or injury, for which we cannot be held responsible, and any resulting refunds or replacements will be at our discretion. If you experience any discomfort while using our products, please discontinue use immediately and contact us at hello@KazokuMate.com. We will assist you with any concerns or questions you may have.

Damaged Items

We take great care in packaging our products to prevent damage during shipping. We consider an item damaged if it has a defect or if the product is physically broken. Damaged packaging that occurred during shipping such as dented boxes, etc. with a product in good condition is not considered damage.

If your item arrives damaged, please let us know within 48 hours of delivery. To report a damaged item, please email us at hello@KazokuMate.com and include a clear photo of the damage. We will determine if you are eligible for a replacement at no cost to you. We do not refund, replace, nor accept returns for items damaged through normal use, wear and tear, or misuse. 

Shipping and Delivery

While we strive to deliver your order in a timely manner, we cannot be held responsible for any shipping or delivery delays that are outside of our control, including those caused by the courier, customs, or other factors and issues that may occur during shipping. If you experience any problems with your delivery, please contact the courier directly for assistance. We are not responsible for any lost, stolen, or delayed packages.

Fraud Prevention

To protect against fraudulent activity, we verify all billing and shipping addresses to ensure they match the information on file with the payment processor. We also monitor all transactions for suspicious activity and may request additional information from the customer to verify the transaction. If we suspect fraudulent activity, we reserve the right to cancel the transaction and notify the customer immediately.