Shipping policy

Delivery Policy
■返品・キャンセル



□Returns and Cancellations In principle, changes to the order details, exchanges, or returns of products after the order is confirmed will not be accepted.



□Return Exceptions In principle, we do not accept exchanges or returns of products. As an exception, we will only accept exchanges or returns if the product is received within 7 days and if the product received is different from the order or if there is a defect in the product. In such cases, the shipping cost for returns will be borne by us. Please provide a description of the product's condition and include photos, and contact us through the inquiry form. Please note that we do not accept exchanges before the product is shipped. *If the product you have on hand falls under [Return and Cancellation / Conditions for Returns and Exchanges] *If you agree to bear the shipping costs for both ways *If the desired exchange product is out of stock, we may not be able to accommodate your request.



□Exceptions to Returns The following products cannot be returned or exchanged, so please understand.
・Used products ・Products without accessories such as virgin seals ・Damaged products ・If you do not have a receipt (including electronic purchase statements / credit card sales slips / return cards) ・Products that have been scratched, damaged, or soiled while in your possession ・Products purchased for resale purposes (including cases where we determine the purchase was for resale) ・If excessive returns or exchanges are repeated *We cannot respond to products that have been intentionally damaged or soiled.



□About Cancellations Our company automatically proceeds with the shipping process through system integration as soon as the order is confirmed, so we are unable to accommodate cancellations or changes to the order details after confirmation. We apologize for the inconvenience, but we ask that you double-check to ensure there are no mistakes with the product before enjoying your shopping experience.




□Regarding Order Surge and Stock Shortages In the event of a surge in orders, there may be cases where orders can be placed exceeding the available stock due to the payment system's limitations. If such a case occurs, we may have to cancel orders that were confirmed for payment after the stock has run out. If a cancellation is necessary, we will contact you via email and refund the full amount of your payment. Thank you for your understanding in advance.



□Regarding Cancellation Due to Suspected Credit Card Fraud If we confirm any suspicion of credit card fraud after your order has been finalized, we will cancel your order. Thank you for your understanding in advance.

 




■配送・送料



□Shipping and Delivery Information For standard shipping, we will arrange for shipment sequentially from the order date. Please note that we are not responsible for any delays in delivery that occur for reasons not attributable to our company. *The estimated shipping date may vary for each product. Please check the individual product pages for details. *For pre-order items, production will begin after the order is received, so it may take some time for delivery.
The costs associated with export and import procedures, various fees, and customs duties that may arise depending on the country or region will be borne by the customer.



□About Exceptions In cases where there is prior notice of shipping delays, during long holidays such as national holidays, Obon, New Year, etc., or during times of concentrated orders due to new product sales, it may take more than 14 days.



□Delivery Method and Specification Currently, we do not allow for specifying days or delivery times. We apologize for the inconvenience, but once you receive the email confirming shipment, please contact the designated delivery company. If you are not at home at the time of delivery, a notice of absence will be left by the shipping company. In that case, please specify a time that is convenient for you to receive the product.



 

【Delivery Information for Major Carriers】

・Yamato Transport Co., Ltd.
http://www.kuronekoyamato.co.jp/ytc/customer/



*Shipping method cannot be specified.


 

□ Regarding Cash on Delivery Currently, we do not offer cash on delivery services. Purchases can only be made from the shop.



□Regarding Incorrect Address, Phone Number, and Email Address If the shipped product is returned due to incorrect address, long-term absence, etc., we will cancel your order once. If you wish to make a purchase, we apologize for the inconvenience, but please place your order again.


*In case of cancellation, we will refund the payment amount. (You will be responsible for the round-trip shipping costs.)


* Please note that once the item is returned, it will be restocked, and if you place another order, there may be cases where the item is out of stock and cannot be provided. Thank you for your understanding. * If it is found that an order cancellation is due to malicious acts such as intentionally providing a non-existent address, intentionally refusing to receive the product and treating it as a return, or intentionally being absent for a long time without a valid reason, we may suspend future transactions or be unable to process refunds. Please be aware of this. Additionally, if such malicious acts are discovered, we may take legal action, both criminal and civil, so please be cautious.




 

□Examples of Filling Errors Particularly, the following mistakes are common. Please ensure to fill in the correct address.



Postal Code


- Although the content of 〇〇 Prefecture, 〇〇 City, 〇〇 Ward, 〇〇 County, and 〇〇 Town officially exists, it has not been filled in.


- Kanji, Hiragana, and Katakana are not written based on official information.


・The apartment or mansion name is not specified (for those living in an apartment or mansion only)


・Apartment or mansion number is not listed (for those living in apartments or mansions only)


・Information up to the street number is not provided ・The address is not addressed to your home (e.g., addressed to a post office)


・The postal code is not correctly entered


・The number of digits in the postal code is different from the correct one.


・The address information is not provided


・A non-existent address is registered


・Only the company name is listed


・The address is written in a language other than Japanese



 

 Phone Number


・Only the area code is listed (such as only 080)


・The number of digits in the phone number is incorrect (one digit too many, one digit too few, etc.)


・A non-existent phone number is registered


・An overseas phone number is registered (Currently, only phone numbers that can be used in Japan can be used as shipping information)


・The phone number is written in non-numeric characters (such as using kanji numbers)



 

 Email Address


・Not a valid email address


・Check the email sent from our company

・You are using an unsupported email address

 





■ご連絡



□Contact Information In order to prevent the spread of the coronavirus, we do not have a telephone service. Therefore, communication with customers is limited to specific methods. Currently, we are responding via email.



□メールが受信できない場合
全ての自動通知メールはこちらのアドレスから配信いたします。 > >info@pettyheal.com
まずは迷惑メール等やスパムフォルダーに届いていないかどうかのご確認をお願いいたします。特に携帯キャリアメール・icloudメールはメールの排除設定が厳しいため、自動通知メールが届かないケースが多々発生しておりますのでご注意ください。



Before contacting us, please check the following two points.


・ドメイン指定の解除


・Check and change spam email settings



If you have not been able to check this email due to customer circumstances, we cannot take responsibility for the inability to ship products due to registration information errors or returns due to mistakes in receiving products, so please check once again for any notifications.

 



■再販



□Regarding Restocks Information about the products is announced on our SNS, so please take a look.




 

■領収書



□Regarding Receipt Requests We provide receipts in place of the order confirmation email. In principle, we do not accept individual receipt issuance.