Welcome. We’re here to help.
Got a question? We recommend to check out our self-service options or FAQs below before reaching out, as you might find your answer faster.
If you can’t find what you need, our Customer Experience Team is happy to assist. Please contact us using one of the methods below and one of our customer experience representatives will get back to you shortly.
Please include the following for a quicker response: full name, order email and order ID.
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We’ve got instant answers to our most popular customer needs below. Click the expandable topic headers below to get started.
Frequently Asked Questions
BUSINESS
Our office and distribution centers are situated in Japan's second largest metropolitan area, strategically positioned along Osaka Bay, in proximity to international airports and nestled between the prominent cities of Osaka and Kobe. This advantageous location enables us to maintain close relationships with our suppliers while ensuring prompt delivery of our products to customers around the globe.
Our business hours are from Monday to Friday, 9 AM to 6 PM JST. Kindly be informed that we are not open on Saturdays, Sundays, and significant public holidays.
Our customers' satisfaction with our services is reflected in the ratings they provide. You can read certified reviews from real customers on our Reviews Page and on Google. We welcome your feedback, as it helps us improve our services.
SHOPPING INFORMATION
We source all of our products directly from Japanese manufacturers and inspect all of our products for authenticity and quality assurance before they leave our warehouse in Japan. If you notice any flaws or defects in your products after you receive them, please feel free to reach out to us and we will contact the manufacturer directly.
All brands featured on our website are of Japanese origin, with the majority of products being produced in Japan. In certain instances, products may be manufactured in other countries, which will be clearly indicated in the product description.
We have high quality commitments for everything in our store and carefully curate the brands we work with and product range to meet the highest standards. By curating all of our items we can offer high-quality products sourced locally and sustainably.
We try to give you as much useful information as we can about all our products on our website, including:
• A detailed description that includes information about where the item is made and wherever possible what materials or ingredients the product is made from.
• Detailed instructions on how to use the product.
• Information about the brand, clear pricing and lots of images.
However, if you still have questions before purchasing or after receiving the product, please feel free to contact us and we'll be happy to help.
We try to provide as much detailed information as possible on our online product descriptions but if you still have any questions about your product, please feel free to reach out to us anytime for further instructions or clarification.
PAYMENT, PRICING AND PROMOTIONS
We accept a variety of payment methods, including all major credit and debit cards such as Visa, Mastercard, American Express, and JCB. Additionally, we support Apple Pay, Google Pay, Gift Cards, and Bank Transfers upon request.
We are responsible for calculating, collecting, and remitting sales tax on orders shipped to states and US territories where we have a legal obligation to do so.
The sales tax amount for your order is an estimated tax displayed at checkout. This estimate can change for several reasons, including variations in state and local tax rates, the type of items you purchase, and the specific delivery address. The final tax amount is determined when your order is complete and will be accurately reflected on your final order confirmation.
Please note:
- Sales tax is not charged when purchasing gift cards, but purchases made with gift cards may be subject to tax.
- Sales tax is calculated on the total of your order after any discounts are applied.
- The sales tax shown at checkout is based on your default shipping address and will update if you change the address.
- You may also be charged sales tax on shipping and handling fees, depending on the state's tax regulations.
- For more specific information on sales tax, please consult your state's or US territory's department of revenue website.
ORDER MANAGEMENT
Unfortunately it is not possible to cancel, add or change anything in your order, including changing payment methods or shipping information of any kind. This is because we reserve your items and start processing your order shortly after you place it.
However, if you have made a mistake or accidentally placed a duplicate order there is a 1-hour window where you can request to cancel your order. If the order has already been shipped or 60-minutes have passed, you'll need to follow our returns process.
If your package has not yet left our warehouse, please contact us immediately and we will make the necessary changes to your order. However, please note that we cannot make any changes after one hour of placing the order.
If you are not satisfied with your purchase, you can return your item(s) with some conditions and exceptions. Please see our returns policy for more details.
Once your order has been fulfilled and shipped, you will receive a shipping confirmation email with your order details. This email will include a tracking number and a link to our tracking page.
Click on the tracking number link or enter your order details into our tracking page to check the real-time progress of your shipment. You can also register on the tracking page to receive shipping updates via email.
SHIPPING & DELIVERY
This website, japanesetaste.com, is dedicated to serving customers in the United States exclusively.
For all international orders, please visit our global website at int.japanesetaste.com. This dedicated site caters to customers outside of the United States and provides tailored shipping and product information for a wide range of international destinations.
We offer 3 shipping methods – standard, express saver, and express priority. We try to ship all of our orders as quickly as possible, but given the large volume of orders, there are periods when shipping times may take longer than normal. If you are looking to receive your order in a hurry, we recommend choosing an express shipping option.
Shipping costs are calculated automatically at checkout based on your destination and selected shipping method. For most countries, we offer free shipping once your order reaches a certain amount. If this threshold is not met, a small flat-rate shipping fee will be applied.
For more information and to view the specific shipping rates, please visit our Shipping Information page.
If you spend over a certain amount, you may be eligible for free shipping. Free shipping will be calculated automatically at the checkout page.
If you are to receive any email from the courier company, please reach out to us as soon as possible and we would be happy to take care of any additional paperwork or concerns.
In the unlikely event that any of your items arrived damaged, we will be required to file a Damage Claim with the courier that delivered your order. To ensure that this process goes smoothly, we ask that you contact us as soon as possible.
Please include your order number, a detailed description of the damage incurred for each item, and attach as many photographs as possible of the affected products including:
1. Exterior damage to the box/packaging from different angles
2. Any interior packaging or bubble wrap
3. The product(s) that were damaged
To expedite the resolution time, we also recommend informing the courier's customer service via phone. For more information, please do not hesitate to reach out to us.
Contact Us
Contact us using one of the methods below and one of our customer experience representatives will get back to you shortly. Please include the following for a quicker response: full name, order email and order ID.
