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FAQ

• How much is the shipping fee?

  Free shipping for purchases over $100

• My order hasn’t arrived. What should I do?

  We usually ship your order within 3 business days after your order is confirmed. After shipping, we will email you tracking numbers. Please check the latest delivery status and estimated delivery date on the carrier’s website using that tracking numbers.

• Is it possible to purchase original merchandise at a discount?

• Until delivery

  Shipping status may change due to shipping problems, manufacturer-related issues, inventory status, production status, or other reasons.

   

  In principle, we will make every effort to ship on time.

  Delays may occur for the above reasons and others.

   

  We cannot guarantee 3 business days, nor can we guarantee 1 business day, so please allow as much time as possible for your order.

  Please allow 5 business days for large orders of 20 pieces or more.

• Before Production Starts

  All Up-T products are made to order.

  – Cancellations or changes are only accepted before production begins.

  - Once production has started, we cannot accept any cancellations or changes.

  – Once production has started (notification sent by email), cancellations or changes cannot be made.

  – To request a cancellation or change, please contact us by 2:00 p.m. on the next business day after placing your order.

  – If this period includes a Saturday, the deadline is 12:00 p.m. on Saturday (as production operates on Saturdays).

   

  Example: If you place an order at 7:00 a.m. on Saturday, the deadline to request changes is 12:00 p.m. the same day.

  After this deadline, cancellations or changes cannot be accepted.

   

  Requests for changes or cancellations must be submitted by email or phone.

   

  Important: Placing an order constitutes a confirmed purchase agreement under Japanese law. This is a legally binding sales contract.

  Mail-order sales are initiated by the customer and are therefore not covered by the ‘cooling-off period’ that applies to telemarketing or door-to-door sales.

• Return Policy

  All Up-T products are custom-made per order. We cannot accept returns or cancellations for reasons such as incorrect size, design changes, or change of mind.

   

  – Orders may only be canceled or changed by 2:00 p.m. on the next business day after placement (by 12:00 p.m. if that day falls on a Saturday).

  – For special delivery requirements, please contact us in advance.

  – If there are issues such as print smudges or product defects, we will investigate the matter.

   

  Claims must be submitted with photos sent to the contact address provided.

  Please note we cannot respond to claims submitted more than 7 days after delivery.

  Automated emails are for outgoing messages only and cannot accept replies.