FAQ

Delivery

 

• What is the shipment quantity?

   Shipping fee is free all over the world.
  
  

• When is the box shipped and how long does it take to arrive?

   We will ship the box (within 3 business days) shortly after ordering.
  It will be estimated that you will arrive within 1 to 4 weeks from the shipping date.
  When your box is shipped from the warehouse in Japan, you will receive a confirmation email.
  If you have not received a box by the scheduled arrival time, please wait 6 weeks before making inquiries.
  
  

• Which countries do you ship to?

   We ship it anywhere in the world!
  No matter where you are, we can ship it!
  
  

• Can I ship a box if the country is not listed?

   We will only ship to countries that support Japan Post. Unfortunately, if your country is not listed, you can not ship the box to you.
  
  

• You need to change the shipping address.

   Please contact us separately by email.
  You can change the shipping address by the above method.
  If you need to change the shipping address of the remaining boxes for each mistake or latest update, please e – mail store@sonicweb.thick.jp before shipping the box.
  
  

• Do you provide tracking information?

   There is currently no tracking support as membership qualifications become very expensive if you add such a tracking service.

  If you have not received a box by the expected arrival time (3 weeks after shipping date), we recommend that you wait 6 weeks before making an inquiry.
  
  

• There are no items in the box or it is damaged. What should I do?

   If the item is damaged or missing, please contact our customer support team. Request and submit pictures of damaged items and speed up resolution.

  The validity of damaged items is left to the discretion of support personnel.

  If the contents are not damaged, any damage to the packaging of boxes or products will not be subject to replacement.
  
  Due to inventory changes, issues must be reported within 7 days of receiving the box. Replacement items will be shipped the next shipment confirmed by the support agent. If there is no item out of stock, credit will be applied to your account instead.
  
  

• I made a mistake in my address information and never received a box.

   Unfortunately this happens when the address is incomplete or incorrectly entered by the buyer. If the box was sent back due to customer’s mailing error, you will be required to re-ship.
  
  We can not restart the box if we have not received it. However, if a mistake occurs, you will be able to receive new or redistributed boxes reliably without incurring additional costs.