FAQ

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Shipping & Delivery

Where the item will be shipped from?

Item will be shipped directly from Japan by EMS(Express Mail Service) with track & trace number. EMS is a top speed International Mail Service to over 120 countries and territories. You can get more information at EMS website.
*Some items may be shipped by other carriers. We will inform you in case of exception.

How to estimate Shipping Rates?

Shipping Rates are caliculated by its shipping weight.
You can see shipping rate from shipping cost calculator

To which areas can products be delivered?

you can view available area/countries where deliverly possible at Japanese Postal Service website

Are there any items which cannot be shipped?

You can view the items with shipping restrictions at EMS website.

Can I order multiple items?

If you buy multiple items from different vendors, your shipping cost will be charged separately by each vendors.

Are there any shipping limitations?

When an order is placed, it will be shipped to an address designated by the purchaser as long as that shipping address is compliant with the shipping restrictions set forth in the Shop. All purchases from the Shop are made pursuant to a shipping contract. As a result, risk of loss and title for items purchased from the Shop pass to you upon delivery of the items to the carrier. You are responsible for filing any claims with carriers for damaged and/or lost shipments.

Are there any custom charges?

You may be expected to pay a customs tax or duty on your order when it arrives. Since the amount you may be required to pay varies on the specific custom laws of each country, we have no way of determining what the amount may be. If you have any questions regarding duty or customs charges, please contact your local customs official or post office.

How long does it take if I oder an oversized item?

Please allow for additional shipping and handling time for all oversized items. These items cannot be expedited.


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Tracking Shipments

How to track your package?

You can track & trace your items from your “My Page” or you can visit Japan Post website to check your status with your tracking number.

Revewing & Changing Orders

When my order is canceled?

Occasionally orders or parts of an order are cancelled by our system for various reasons. Some reasons are:
- Item(s) not available by the vendor.
- Cannot ship to a provided address.
- Duplicate order was placed.
If your order is cancelled, you will receive an important notice regarding your order via e-mail which will explain the reason for the cancellation. You will not be billed for any cancelled items.

Making Payments

How to pay to checkout?

You can make a payment by your credit card through PayPal. We accept Visa, Master Card, American Express, Discover Network. You also can make a payment by your PayPal account.

How to pay if I live outside U.S.?

You may be able to pay in either the local currency of your card or in USD.


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Returns and Refunds

What is a general returns policy?

If you are not satisfied with an item that you have purchased due to its poor condition, you may return the item to the vendor from whom you purchased within 30 days of delivery for a full refund of the purchase price, minus the shipping, handling, gift wrap, or other charges.
Please note that this 30 Days Money Back Guarantee only applies to products which have been damaged or arrive in poor condition when you receive it.

How to receive a refund?

To process a refund for damaged products or products in poor condition, please send a request for refund to customerservice@samuraisilver.com.
Include a brief description of the reason for the refund request. We will respond to you within 2-3 business days. In this process, we will review your request and decide if your request qualifies our refund policy.
All products must be returned in good condition, in original boxes/package with all paperworks, parts and accessories to ensure full credit.You can expect a refund in the same form of payment originally used for purchase within 30 days from the date when the vendor receive your returned product.
You will be refunded the shipping cost if your return is a result of a manufacturer error or a shipping error on our part.

What are Refund Exceptions?

Our Standard Return policy does not apply to all items.
These items include:
- Software and Electronic Media Products
- CD-ROMs and DVDs
- Computer Games
- Software
- VHS Tapes
If you wish to return any of the above items, you may return them to the vendor from whom you purchased it, unopened, within 30 days of delivery for a full refund of the purchase price, minus shipping, handling, gift wrap, or other non-refundable charges.


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