Terms & Conditions
- Shop information
- Contact person
- Shipping & Handling
Shipping and Handling
Your order will be shipped via EMS or DHL.
Availability of EMS/DHL depends on a country. You will see "Availability" during you check out.
#Currently we can not ship items to Russia due to COVID-19 pandemic.
TOTAL PAYMENT = "Item total" + "A. Handling fee JPY700" + "B. Shipping fee"
----- A. Handling Fee JPY700 -----
As handling fee JPY700 will be charged to all exporting orders, regardless of "Item total".
----- B. Shipping fee -----
- EMS Shipping fee -
North America JPY2,400
Middle East JPY2,400
South America JPY2,200
- DHL Shipping fee -
New Zealand, Australia: JPY2000
United States/Canada: JPY2700
Europe: JPY2500 or JPY4000 (depends on a country)
South America: JPY4000
"post‐office box" is NOT available for DHL delivery.
Surcharge for DHL
- "Remote Area Delivery" fee JPY2600 is required to be paid in addition to the shipping fee, in case the shipping address is regarded as "Remote Area" by DHL.
This surcharge applies when a shipment is collected from, or delivered to a location that is distant or difficult to serve.
- "Address Correction" fee JPY1300 is required to be paid after the delivery.
This fixed surcharge is applied to any shipment that has an incorrect delivery address at the time of pickup
and the delivery cannot be fulfilled after making efforts at the destination to determine the correct address.
Availability and the fee of EMS/DHL may change depending on the situation of COVID-19 pandemics.
We might cancel your order or change the shipping method even after we receive your order because of the change.
To JAPAN: Only to the forwarding company (for customers in Australia and Russia)
TOTAL PAYMENT = ["Item total" + "Shipping fee JPY600"] + TAX 10% x["Item total" + "Shipping fee JPY600"]
YAMATO Shipping Fee: JPY660 (including tax). No Handling Fee.
- Terms of payment
Please proceed your payment during "check out" through PayPal service.
- How to Order
We only accept PayPal payment. Please create PayPal account.
Put "the receiver's name and address" in English. Non-English characters are NOT available for the system to print EMS bills.
1. Select the item you wish to purchase.
Click [Add to Cart] to put the item into your shopping cart.
2. Go to Checkout.
Click >[Checkout] to view the items in your shopping cart.
Enter/confirm your order information and complete payment through PayPal page,
following the instructions below.
STEP1: Customer Info
Enter/confirm your information and shipping address then click "Next".
STEP2: Delivery Details
Confirm about the information about "Recipient".
- In case you would like us to ship the package to the different address from the purchaser's address,
please click "Add/Edit" the shipping address, then select the "Recipient".
- Please select "Shipping Method": "EMS" or "DHL". #Availability of EMS/DHL depends on a country.
- Questionnaire: You can skip it if you would.
- Please write any question and message about your order in "Remarks".
Then click "Next".
STEP3: Payment Option
- Payment Options: Please select "PayPal".
- Purchase Quantity: Please confirm the items and the quantity.
Then click "Next".
- Please confirm about information of your order.
- If you use your point, please select "Use" point then click "Apply Discount".
Then click "Purchase".
STEP4-2: PayPal Page
You will move to PayPal page.
DO NOT click "back" button of the browser, otherwise your order will be canceled.
Please log in to your PayPal account.
If you do not have PayPal account please create your account by clicking "Create a PayPal account".
Confirm about the information then complete your payment through PayPal.
STEP5: (Back to"#PetWORKs Store Global") Complete
The message "Purchase Completed. Thank you for your purchase." will be shown.
- The item(s) in the cart is/are not reserved until you complete your checkout. So the item(s) in your cart can be sold out during your checkout session.
4. Receive an order receipt email automatically sent by the system.
This email is automatically sent by the system soon after you complete your order.
5. Receive an order confirmation email.
Within five business days after your order, PetWORKs will send you an email to confirm your order.
Please be sure to check the details of your order.
6. Receive an email to inform you of the dispatch.
Within thirty (30) business days from the date of confirmation email, we ship your order.
(Except pre-order items and Sekiguchi items.)
The delivery time (required number of days) depends of the EMS/DHL service of your country.
Usually approximately 3 to 7 days is required for EMS/DHL delivery.
*"List of Delivery Days (EMS: from Tokyo)"
Due to COVID-19, EMS may take much longer (sometimes more than several months) to be delivered.
PetWORKs will send an email to inform you of "item number" of the package so that you can track the package.
Tracking service depends on the postal service in your country.
- EMS: In some countries, packages can not be tracked.
- Shipping timeframe
Within thirty (30) business days from the date of confirmation email, we ship your order.
(Except pre-order items and special items.)
The delivery time (required number of days) depends of the shipping service and on your country.
- For cancellation, refund fee "about 4.2% of your payment total" (actual PayPal fee we paid when receiving your payment) will be charged and took from the refunding total.
- Cancellations for the ordinary items must be received within 12 hours after your order.
- We do not accept cancellation after we pack your order even within 12 hours after your order.
- Regarding some special items: "sale (discounted) items", "lottery items", "pre-order for the production on order items", "small quantity items" and "surprise package/box" we can not accept cancellation, returns or exchanges.
If you cancel these items we will not ever be able to accept your order after that for any items.
- If cancel your order repeatedly we will not ever be able to accept your order after that for any items.
Once we confirm your orders, we do not accept cancellation or returns except the cases you receive defective products or incorrect items.
We do not responsible for damage during shipping.
If you receive any defective items, please contact with us within 14 days after the date of delivery, then we will replace the product or refund your payment.
So please inspect the items soon after receipt.
In this case, please send an email to email@example.com
with the description of defect, photos will be helpful for us to support.
Regarding Special Items:
"Happy Box (*)" and "Discounted" items will have some defects.
Basically we do not accept cancellation, returns or exchanges for discounted items.
*= "Happy Box" is a discounted surprise box/package.
Orders will be shipped out to the address of "Recipient" of each order placed at our store.
We will NOT refer to "shipping address" registered to PayPal.
Please confirm the address in the email from "PetWORKs Store Global".
Delivery and Risk:
- We do not responsible for lost or damage items during shipping.
- In case of lost, we will do our best to find your package.
- Regarding EMS packages, we insure all the packages to customers on our cost, so the actual amount of the package will be insured if it is regarded "lost" or "damaged during shipping" by Japan Post.
- We will refund insured amount if we receive insurance money from the shipping company (PayPal fee for refunding will be on you).
It will depends on Japan Post and the shipping service of your country if it is insured, refunding may take months from the date we ship the package to you.
- We will not be liable for delays in delivery or failure to manufacture due to causes beyond its reasonable control, including but not limited to, acts of God, acts or omissions of customers and delays in transportation.
- If a shipment is returned to us as Un-Delivered due to the reason of your end (wrong address, address changed, long absence etc.),
unexpected disaster, disease or accident, the rules of your country (import regulations, customs, laws etc.), and the problem or mistake of shipping service, we will cancel your order and will partly refund your payment.
The refunding amount is: (Total of your ordering items) - (Shipping fee to your area) - (PayPal fee for refunding) .
EX.) Your order JPY60,000. Returned and Canceled from USA. EMS.
The refund you receive: 60,000-2,200 (EMS fee to USA) - 2520 (PayPal fee about 4.2%) =JPY55,280.
# PayPal refunding fee is about 4.2% of the refunding total.
If you would like us to ship the package again to you, additional shipping fee is required.
Payments are in Japanese Yen Only.
You can check if your order is accepted,
by signing in to "PetWORKs Store Global" membership.
Sign in Page by clicking at "Purchase History".
Customs, Duties, and Taxes:
When ordering from PetWROKs Store, the recipient is the importer of record and must comply with all laws and regulations of the destination country.
Customers outside of Japan may be subject to customs fees and/or import duties and taxes, which are levied once a shipment reaches your country.
Additional charges for customs clearance must be paid by you;
we have no control over these charges and cannot predict what they may be.
Customs policies vary widely from country to country; you should
contact your local customs office or tax authority for information specific to your situation.
We will accept combine shipping basically only in case we receive your request, before we pack your order.
Please be sure to leave message in "Other comments" field when you shop, or send an inquiry at this page
requesting "combine shipping with Order No.nnnnnnn" of your orders, SOON AFTER your last order.
Otherwise we will not arrange combine shipping nor give purchase point.
The shipping rule of combine shipping is as following.
We will return "Handling fee" and "Shipping fee" of combined orders by giving "Purchase Point" to your account.
#We will not suspend shipping more than one week,
so we will accept combine shipping only regarding orders placed within one week.
Order 1: JPY10,000 + Handling Fee JPY700 + Shipping Fee JPY2,000
Order 2: JPY 8,000 + Handling Fee JPY700 + Shipping Fee JPY2,000
--> 2,700 (700+2,000) "Purchase Point" will be given to the purchaser's account.
Please be sure to make your account in our store and sign in to it when you shop with us.
Purchaser who is not registered to our membership WILL NOT receive purchase point of combined shipping fee.
About Purchase Point
After your first order is packed, we will not accept combine shipping.
We will not accept "under value" request.
We will not make the amount on an invoice lower than the actual price, not claim the package as a gift.
In compliance with the law, the amount on the invoice should be the same as the one on the bill of payment.
Please do not purchase our items in order to resell them at a profit.
Maximum amount of order
The maximum amount for one order is JPY200,000.
We ship out items internationally.
We do not ship our items to the address in Japan (except the address of forwarding company for the customers living outside of Japan).
If you would like us to ship our products to the address in Japan, please shop with our Japanese Store.
PetWORKs Store (in Japanese)
Orders with shipping address in Japan, will be canceled and your payment will be refunded (refund fee [about 4.2% of your payment total + 40] JPY will be taken).
日本国内のお客様は、PetWORKs Store (in Japanese) をご利用ください。
Mon - Fri (except Japanese National Holidays).
11:00-18:00 in Japan Standard Time.
We do not read/send emails on Sat/Sun & Japanese National holidays.
It may take several business days to reply to your email.