Refund and Return Policy
At Shotengai.com, we are committed to delivering the finest gourmet snacks to our valued customers. Our snack products are intentionally crafted without additives, which can make them susceptible to spoilage and result in a shorter shelf life. Bearing this unique characteristic of our offerings in mind, please be aware of our Return and Refund Policy:
Returns and Refunds
All purchases made on Shotengai.com are considered final and non-refundable. We do not accept returns for our perishable items. However, we prioritize customer satisfaction and strive to ensure a positive experience with our products.
Customer Support
If you encounter any issues with your order, please don't hesitate to reach out to our dedicated support team at shotenguys@shotengai.com or through our Contact Us page. Our team is ready to assist you in the following situations:
- Delayed Shipments: If your order is delayed for more than 4 weeks from the ship date, please contact us for assistance.
- Missing or Lost Orders: In the unfortunate event of a missing or lost order, please report it within 10 weeks of receiving the shipping notification. We will investigate the matter and take appropriate action.
Damaged Items
In the rare event that you receive damaged items, such as melted or defective products, please immediately email a photo to shotenguys@shotengai.com or use our Contact Us page. To ensure a swift resolution, kindly provide the following photographs:
- Pictures of all sides of the box, including both the missing and damaged items.
- Pictures of all items received in the box, highlighting the damaged items and pointing out items that are featured in the pamphlet but were not in the box.
- For damaged item issues, please include individual item pictures emphasizing which parts were damaged.
Temperature-Related Disclaimer
It's important to note that as temperatures rise, certain products, particularly chocolate, may be susceptible to damage. Above 73°F (23°C), chocolate may sustain slight damage, and above 82°F (28°C), chocolate can melt during shipping. We cannot be held responsible for temperature-related damage during shipping. Items that are more susceptible to breaking apart during shipping like cookies, chips, or other fragile snacks may not qualify for replacement.
Box and Packaging Damages
If the content of your order remains undamaged, any damages to the boxes or packaging of a product will not be eligible for replacement. Minor cosmetic damages, such as small scratches, may not be eligible for compensation.
Subscription Cancellation Policy
Cancel subscriptions at least 1 day before renewal to avoid charges. For example, cancel by the 9th to avoid renewing on the 10th. Canceling only stops future renewals, not current orders. If canceled after renewal, you will get one final box, then no more.
Subscription renewals are non-refundable. Act fast to avoid an unwanted final box and charges! Let us know if you have any questions or concerns.
Lost Boxes
If you receive a notification about a lost box, kindly email us a photo for verification, and we will promptly send you a replacement.
Please be aware that our Return and Refund Policy is subject to change without prior notice. We recommend reviewing this policy periodically. By making a purchase on Shotengai.com, you agree to adhere to the terms and conditions outlined herein.
We appreciate your trust in us and look forward to serving you with the finest gourmet snacks. If you have any questions or require assistance, do not hesitate to contact our support team. Your satisfaction is our priority.