FAQs

We typically ship with Sagawa Express or Yamato Transport.

We will notify you of the tracking number as soon as the shipping company picks up the item.

Please use the tracking number to check the delivery status on each shipping company's website.

Shipping fees vary depending on the product type (room temperature, refrigerated, frozen) and the order total.
Orders totaling ¥8,000 or more qualify for free shipping (excluding some regions).
For orders under ¥8,000, please refer to this page for detailed shipping costs.

We typically use Sagawa Express or Yamato Transport.

In some cases, we may also use Japan Post (Yu-Pack).

Frozen, chilled, and room-temperature items will be shipped separately, and shipping fees will be charged individually for each.

After your order has shipped, we will send you a shipping confirmation with tracking information.

For orders eligible for free shipping (over 8,000 yen),

room-temperature and chilled items may be shipped together to optimize delivery efficiency.

Please note that frozen items will always be shipped via refrigerated delivery to maintain quality.

If you wish to specify a date and time, please select it from "Shipping Options → Date and Time Specification" on the cart page.

Please note that you will not be able to specify a date and time after proceeding to the payment screen.

* The selection area is located at the bottom of the product list in the cart.

If no date or time is specified, your order will be delivered with "Earliest Delivery Request."

We accept the following payment methods:

• Credit Card Payment
• PayPay
• Rakuten Pay
• Convenience Store Payment

Please note: If you choose convenience store payment, some stores may charge an additional fee.

Please choose your preferred payment method

to suit your convenience.

Please contact us with your order number and details of your inquiry.

You can contact us using one of the following methods:

• Submit via the inquiry form
  
  (on the "Contact Us" page of our website)
• Email: contact@kiyomasastore.com
• Phone: 0800-200-03257

Phone support hours are 9:00 to 17:00, Monday to Friday (weekdays).

A. Please try refreshing or reloading your browser.

We recommend using the latest version of your browser (Chrome / Edge / Safari).

Clearing your cache or viewing the page in a different browser can also be effective.

If your order has been successfully placed, a confirmation email will be sent to your registered email address.
If you do not receive the email, please contact us by phone or email.

A. If your OS or browser version is old, there may be issues with the display.

We recommend updating to the latest version.

Rarely, display errors may occur while selecting options such as fastest delivery, specified date and time, or gift card.

In such cases, most issues can be resolved by **reloading (refreshing) the page** once and trying again.

If the problem persists after reloading, the browser version or settings you are using may be a factor. We recommend using the **latest versions of Chrome, Edge, or Safari**.

We apologize for any inconvenience this may cause and appreciate your understanding and cooperation.

Once you place your order, you will receive an "Order Confirmation Email (Automatic Delivery)" (tentative). Please configure your settings to receive emails from ●●●● <●●●●@●●●>. Please note that in rare cases, emails may be classified as spam.

We apologize for the inconvenience, but as we handle food products, we do not accept returns or exchanges due to customer convenience.

If you have any questions or requests regarding your order, please contact us as soon as possible after placing your order. We will respond as quickly as possible.

In the unlikely event of a lost, missing, or out-of-stock item, we will issue a prompt refund after confirmation.

We apologize for any inconvenience this may cause and appreciate your understanding.

On the cart page, if you need a bag, please select it from "Bag Preference."

Yes, we accept OEM manufacturing of original confectionery. We provide comprehensive support for all processes necessary for product commercialization, including recipe development, planning proposals, and packaging design.

Yes, we can offer proposals tailored to your lot size and budget. Please feel free to contact us first.

If we are to recreate a pre-specified recipe, it will take 2 weeks to 1 month. If it's a new product design, it will take 1 to 3 months.

A. Please contact us via the inquiry form on our website or by email. A representative will get back to you. When sending your inquiry, please include "Regarding OEM" in the email subject line. Email: otoiawase@kiyomasaseika.jp