FREQUENTLY ASKED QUESTIONS
SUPPORT & URGENCY INQUIRIES
Frequently Asked Questions
Here you’ll find FAQs about everything from shipping and returns to payments and cancellations. If you need direct support or urgent assistance, please use the Contact formsor email us at [email protected]
ZAKU KNIFE
Characteristics of Handcrafted Products:
Please note that certain natural characteristics of handcrafted products are not considered defects. These include:
- Differences in wood grain or finish
- Burn marks or small blemishes
- Slight asymmetry due to manual assembly or engraving
- These traits are part of the uniqueness and individuality of each handmade piece.
Returns Not Accepted for Customer Preference:
We do not accept returns or exchanges for any reason related to customer preference.
Returns and Exchanges for Defective or Incorrect Items:
If you receive an item that is defective or different from what you ordered, please contact us within 7 days of delivery. After reviewing and confirming the defective or incorrect items, we will arrange a replacement of the original product at no extra cost. In such cases, we will cover all shipping costs associated with the return and replacement.
Defective or Incorrect Item Returns Not Accepted If:
- More than 7 days have passed since delivery
- The product has been used, including product testing
- The item has been damaged due to improper storage or handling after delivery (e.g., exposure to moisture, heat, or acids causing rust or deterioration)
If you have any questions or concerns regarding your item, please reach out to our team immediately.
PAYMENT
All of our prices are listed in USD. Please be aware that exchange rates can fluctuate daily, so we’re unable to provide an exact price in your local currency. For an accurate conversion, we recommend checking the current exchange rate here: https://www.xe.com/currencyconverter/.
We currently accept payments via PayPal and all major credit cards. All transactions are processed through our secure checkout, and we ensure that your details are never shared with third parties.
Prepaid gift cards and debit cards can also be used, but please note that they may occasionally encounter issues during approval, such as expiration dates or insufficient balances. Because of this, we cannot guarantee that prepaid cards, even those with a Visa logo, will always be approved. We recommend checking the balance of your prepaid card before enrolling if it's your chosen payment method.
Payment errors can occur if your credit card has expired or if there’s insufficient balance. Please ensure your credit card is active, has a valid expiration date, and has enough funds available.
If you continue to experience issues, we recommend switching to PayPal and linking it to an active credit card for payment.
If your card has already been charged, but you can’t find your order details, please contact our support team. When reaching out, kindly provide your full name, shipping address, billing address, and a screenshot of the transaction so we can investigate further.
ZIP Code Error
ZIP code validation errors typically happen when the details registered on your card don’t match the billing information you’ve entered. Please double-check that the ZIP code you’ve provided matches the one on file with your card issuer. If you’ve recently moved, it may take up to 3 months for your bank to update your information, so you may want to contact them for assistance.
SHIPPING
We recommend double-checking your country's customs regulations before placing your order. Customs fees and taxes vary from country to country, so it’s important to be aware of your local rules. If you are charged any customs fees or taxes, please note that we are not responsible for covering these costs. These charges are determined by your local government, and unfortunately, we do not have control over the import taxes or customs procedures.
All orders placed with us are typically processed within 72 hours (3 business days). Please note that processing time is separate from the shipping method you select and does not affect the estimated delivery time.
If, for any reason, we are unable to prepare your order for shipping within 72 hours, we will notify you via email with an update. Additionally, please be aware that Japanese holidays do not count as business days, as most businesses and services are closed during these periods.
We strive to dispatch all orders as soon as all items are available to ensure timely delivery. Thank you for your patience and understanding.
Shipping times vary depending on the shipping method you select during checkout. The estimated delivery times displayed on our website represent average durations in business days.
Please keep in mind that our standard order processing time of 72 hours is separate from the shipping time. Additionally, delivery times may be longer during peak seasons, such as Christmas and other holidays, due to increased shipping volumes and potential postal delays.
If your shipment is experiencing an unusual delay—exceeding 2 weeks for Express shipping or 3 weeks for Standard shipping—we recommend checking your tracking information and reaching out to your local post office. In some cases, tracking statuses may not update correctly, even if your package has already arrived at the post office or is awaiting customs clearance.
For any concerns regarding your shipment, please have your tracking number ready when contacting your local postal service for the most accurate and up-to-date information.
We sincerely apologize for any inconvenience caused by the delay in receiving your order. We understand how important it is for your package to arrive on time, and we appreciate your patience. Please note that delivery times and tracking availability may vary depending on the shipping method you selected at checkout.
If your package has not arrived within the expected delivery timeframe and you chose a trackable shipping method, we kindly ask you to take the following steps:
- Check your tracking number: Locate your tracking number in your shipping confirmation email or by logging into your account under the ‘My Orders’ section.
- Monitor the shipment status: Visit the shipping carrier’s website and enter your tracking number to see the most up-to-date delivery information.
- Contact your local post office: If your package appears to be delayed or stuck in transit, we recommend reaching out to your local post office for further details, as they may have more information regarding the status of your shipment.
If, after checking with the postal office, you are still unable to locate your package or it appears to be lost, please reach out to our Customer Support Team for further assistance. Kindly provide your order number when contacting us so we can investigate the issue and work toward a resolution for you as quickly as possible.
You are only eligible for a refund if your box has been returned to our office. Once we receive the returned package, ZAKU will contact you to confirm the refundable amount for your order.
If you selected a trackable shipping method, we highly recommend using your tracking number to monitor the status of your shipment. You can also check with your local postal office to confirm the whereabouts of your package.
Unfortunately, if you chose a non-trackable shipping method, we are unable to offer refunds for lost or delayed shipments unless the box is returned to our office. Since the shipping option is the customer's responsibility, we cannot take liability for lost packages in such cases. We sincerely regret any inconvenience this may cause and appreciate your understanding.
Avoiding Lost Packages:
One of the most common reasons for lost shipments is an incorrect shipping address. To prevent delivery issues, please double-check that all address details are accurate before completing your order.
