FAQS FOR SERVICES

orders

  • Once an order is placed, it cannot be cancelled or changed.

  • Once an order is placed we cannot change the shipping address or shipping method.

    The JOL online store allows you to register multiple shipping addresses. Please use these as needed based on your order. However, only locations where you can receive orders in person may be registered as a shipping address. Only locations where you can receive orders in person may be registered as a shipping address. We do not offer convenience store pickup service, so do not register the address of a convenience store or P.O. Box. Please place a separate order for each shipping address if you need multiple shipping addresses.

    Please double check your shipping information before submitting your order.

  • According to the regulations of our suppliers, we are not able to combine multiple orders into a single shipment.

  • You will receive a shipping confirmation email with a tracking number once your order leaves our providers' facilities in at least 10 countries. For additional inquiries about your order status, please contact us at info@mitsujiandmitsuji.com.

  • The time required to ship depends on the item, shipping region, season, and time of the day of order. Shipping costs will vary depending on the country or region and the weight of the items to be shipped. For international orders, the total amount paid at checkout includes applicable customs duties and taxes for select countries. In addition, additional costs such as sales tax, import duties, and customs charges may be incurred separately depending on the country or region.

    Please kindly note in advance. For further information, we recommend contacting your local customs office.

  • Payment is processed upon order placement. Please note that pre-orders are final and cannot be modified or cancelled, including adjustments to shipping details.

  • We do not accommodate price adjustments or matching.

  • If we need to cancel your order due to lack of product availability, we will notify you by email and will refund the amount charged immediately. Please note that it may take up to 14 business days to process the refund.

Payments

  • We primarily accept payments via PayPal. If you don’t have a PayPal account, you can still pay with major credit or debit cards (Visa, Mastercard, etc.). Please check your credit limit, number of payments, and credit card number carefully before using your credit card. The debit date and the number of contracted payments vary depending on the type of credit card and the details of your contract.

  • For the security of our shoppers, our checkout process includes fraud protection measures. If you encounter a "TRANSACTION CANNOT BE PROCESSED" error message, please contact your bank to authorize the transaction

  • Once your order has been placed, your card will be charged according to the amount and currency of your order, including any applicable taxes and shipping fees.

SHIPPING

  • Standard processing time for orders is 3-10 business days from our provider Printful’s at least 10 facilities around the world. Processing and shipping times may increase during specific collection launches, holidays, and other peak season.

  • Inform our customer support team at info@mitsujiandmitsuji.com, providing details and photographic evidence.

    After confirming the time of purchase and the condition of the item, we will take action. If there is no defect attributable to our company, or if the product is defective but cannot be judged as "unused" according to our company's standards, we may refuse to deal with the problem.

    We will then work to facilitate a resolution. Please understand this in advance.

  • Inform our customer support team at info@mitsujiandmitsuji.com, providing your order number and photographic evidence. We will then work to facilitate a resolution.

  • If a package can't be delivered due to incorrect information, it will be returned, and reshipment fees will apply. Refused international deliveries will be returned at the customer's expense. Packages held at international customs for 30 days are considered abandoned and are not eligible for refunds or exchanges.

  • Customers are responsible for monitoring the delivery of your shipment after it leaves our warehouse. This includes tracking your package and making any necessary arrangements with the carrier.

  • Please be advised that shipments to P.O. boxes, APO/FPO and convenience store addresses are not supported.

  • International shipping rates vary by location and the estimated weight of your package. Shipping costs will be calculated during checkout. For shipments to countries or regions other than the United States, customs duties and taxes may apply upon arrival of the merchandise. These charges are not included in the settlement amount on this site. We ask that customers pay separately when billed by the logistics company.

  • For inquiries regarding undelivered orders, please contact Client Services at info@mitsujiandmitsuji.com and initiate a carrier claim. Delivery discrepancies must be reported within 14 business days of scheduled delivery. Claims cannot be processed beyond this period.

RETURNS

  • Please check our Return Policy to learn more.

  • If you provide an address that is considered insufficient by the courier, the shipment will be returned to the Printful facility. You will be liable for reshipment costs once we have confirmed an updated address with you (if and as applicable).

  • Shipments that go unclaimed are returned to our facility and you will be liable for the cost of a reshipment to yourself (if and as applicable).

    We does not accept returns of sealed goods, such as but not limited to face masks, which are not suitable for return due to health or hygiene reasons. You hereby agree that any returned orders with face masks won’t be available for reshipping and will be disposed of.

  • If your item is eligible for return, we will begin the process for you with Printful, our provider, and its facilities.

    Rest assured, we will keep you updated regarding any progress on your return.

  • If you receive an item that is not what you ordered, or if the item is defective, we will accept returns or exchanges as long as you contact us within 30 days of receipt of the item.

    If we are able to verify the condition of the product and confirm the error or defect, we will exchange the product if it is in stock, or issue a refund if it is not in stock. In this case, we will bear the return shipping costs.

    Please note that even if the product is defective, we may refuse to exchange or refund if the product is not deemed "unused" according to our company's standards.

    Refunds for defective merchandise will be made using the PayPal accounts within 30 days after our confirmation.

OTHERS

  • The Newsletter subscription is not yet to come. Once we are ready, we will announce it on this site. Please stay tuned!

  • At the moment, the JOL online store is availble in English version. In the coming months, we will gradually add Japanese, Japanese Mandarin, and other languages. Please stay tuned.

  • You can send an email to info@mitsujiandmitsuji.com.