Shipping Policy

Our top priority is to provide you with a pleasant shopping experience. We work extremely hard to ensure that. We offer simple and affordable shipping options for all orders worldwide.

Delivery Time

Orders typically ship within 1-3 business days of ordering. You will receive a shipment notification once your box ships. Boxes usually arrive 1-3 weeks after shipping, but allow up to 4 weeks for possible local customs or weather delays. US shipments are fulfilled from Japan and sent to USPS, usually arriving in 1-2 weeks after shipping. Tracking updates may not show for a few days as the order is en route to USPS. If your shipment has not arrived 4 weeks after the shipping confirmation email, please contact us at shotenguys@shotengai.com or through our Contact Us page and we will do our best to help.

International shipments must go through customs, which may delay shipment arrival slightly. After customs clear your package, it will be delivered to your local post office. Note that EU shipments and others may require additional info for customs like your passport number or tax ID, and may require duty payment before customs clears the parcel. 

Please Note: we cannot guarantee box or order arrival dates as our boxes ship directly from Japan and international shipping can be unpredictable.  

Customs and Duty Information
We diligently strive to offer a seamless shopping experience to our esteemed customers. Please take note of the following pertinent details regarding import taxes and duties:

1. Import Tax and Duties Responsibility: Kindly be aware that we do not assume responsibility for or cover any import taxes, customs duties, or related charges imposed by the customs authorities of your respective country. As the valued customer, it is your responsibility to settle these charges. Furthermore, accurate customs declarations will be prepared under the provided billing details for invoicing purposes.
2. Compliance with Customs Regulations: We steadfastly adhere to customs regulations by meticulously disclosing product value and details. Any attempt to manipulate or misrepresent information is strictly forbidden and will be considered fraudulent.
3. Warning: Consequences of Non-payment: Failure to fulfill the requisite import fees may result in the confiscation or return of the product by the customs authorities. In such instances, regrettably, no refund will be issued, and any associated costs pertaining to return shipping or customs fees will be the sole responsibility of the customer.
4. Assistance and Information: For guidance on customs procedures or import regulations, we kindly advise reaching out to your local customs authorities or seeking professional advice.

 
Processing and Shipping Information
We highly value your satisfaction and are committed to facilitating a seamless order processing and shipping experience. Kindly take note of the following salient details:

Processing Information: When finalizing your order and providing the delivery address, you will notice the option for complimentary shipping. The majority of orders qualify for this complimentary service, and they will be processed within a span of 2-5 working days. We prioritize swift delivery of your order. Orders eligible for free shipping will be dispatched via ground transportation, incurring no additional charges.

Shipping Methods: While we offer complimentary shipping, we retain the right to select the specific shipping method for your order. Our primary carriers are DHL, and all parcels are meticulously tracked for your convenience. Please anticipate that orders shipped via DHL may require up to 15 days for door-to-door delivery.

PO Box Addresses: We regret to inform you that we are unable to ship to addresses designated as PO boxes.

For customs declaration accuracy and prevention of fraudulent activities, it is imperative that the billing and shipping addresses correspond. In the event of a discrepancy, a refund will be initiated for your order.

 
 Return and Exchange Policy
In the event of receiving a damaged or missing item in an international order, it is imperative to initiate and conclude an insurance claim prior to receiving compensation or a replacement. Kindly contact us through shotenguys@shotengai.com or use our Contact Us page within five business days of delivery to initiate the claim process. It is crucial to retain the shipping box, as our insurance company may require inspection. In the case of non-receipt of the item, we must observe a waiting period of 45 days from the shipment date before initiating an insurance claim.
 
Returns Policy 
To qualify for a return, the item must be unused and in its original condition, with intact packaging. A receipt or proof of purchase is required. Refunds may not be applicable for engraved watches and items that are not in their original condition, damaged, or missing parts for reasons unrelated to our error.
Return Merchandise Authorization: All returns necessitate a Return Merchandise Authorization from beijingwatches.com. Certain items may have a limited return policy (please refer to the Special Orders section below). All purchases, accessories, serial-numbered security tags (if provided), and packaging materials must be in new condition to avoid refusal of the returned merchandise or restocking fees ranging from 10% to 25% for used or damaged items.
Refunds (if applicable): Upon receipt and inspection of the returned item, an email notification will be sent to you, indicating the approval or rejection of your refund request. If approved, the refund will be automatically credited to your credit card or original method of payment within a specific timeframe.
 Change-of-Mind Purchases: For change-of-mind purchases, if you have already paid for an item that has not yet shipped and you want a refund, please note that a processing fee of 2.9% will apply. This fee will be deducted from your total refund amount.
Late or Missing Refunds (if applicable): If you have not yet received your refund, please first check your bank account. Subsequently, contact your credit card company, as there may be a processing delay before the refund is officially posted. If necessary, reach out to your bank, as there is often a certain processing time for refunds to be posted.
Should you have followed these steps and have not yet received your refund, please contact us through shotenguys@shotengai.com or use our Contact Us page.

The Special Orders section (if applicable): Only items purchased at regular price are eligible for refunds. Unfortunately, sale items cannot be refunded.
 
Exchanges Policy
Exchanges will only be processed for items that are defective or damaged. If you need to exchange the item for the same product, please send us an email at shotenguys@shotengai.com and ship the item to our official return address.
 
 
Return Address
To return your product, please mail it to: shotenguys@shotengai.com 
You will be responsible for the shipping costs associated with returning the item. Shipping costs are non-refundable. If a refund is issued, the cost of return shipping will be deducted from the refund amount.
The time it takes for the exchanged product to reach you may vary depending on your location.
For items with a value exceeding $75, we recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee the receipt of your returned item.

Please note: As temperatures rise, we cannot guarantee chocolate will arrive in good condition. Above 73 F, chocolate may be slightly damaged. Above 82 F, chocolate can melt during shipping. We are not responsible for temperature-related damage during shipping. Additionally, broken items like cookies, chips, or other fragile snacks may not qualify for replacement.

If the content 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.

Order Status & Tracking

You can log into your account at any time to see your order history and the status of any orders that you have placed. As soon as your order ships, we’ll send you a confirmation email that will contain tracking & carrier information.

If tracking shows "Retention" status, the package is either held in customs for inspection or was delivered with no one to receive it. You (or the recipient) should have received a slip from the carrier with pickup instructions.

If you did not receive a slip, the package may still be in customs. Wait a few days for customs clearance. We also recommend contacting your local post office as soon as possible to resolve the issue.

If the tracking says "Item arrival at the collection point for pick-up", your parcel is ready to pick up at your local post office branch. Contact your local post office immediately or your item will be shipped back to us!

If tracking shows "Item Arrival At Collection Point", go to your local post office ASAP with your tracking number and valid photo ID.  

If you do not know your local post office location, call your country's main post office helpline to find out where your item is being held. If you do not do this within a certain time, your package will be shipped back to Japan.

Please Note:

1. There is often a lag between an item showing as "delivered" and the actual delivery. Sometimes delivery takes 3-4 days or up to 1 week after marking delivered.

If your package does not arrive within 5 business days of being marked delivered, contact your local post office first. Then contact us at shotenguys@shotengai.com so we can proceed to the next steps.

1. All international shipments are subject to customs inspection. Once your package arrives in the destination country, customs will inspect the package. We have no control over when customs releases the package. Monitor your tracking to follow its journey and see when released!