FAQ
About products
Are all products made in Japan?
Yes, all the products are made in Japan (processed and manufactured in Japan).
Where do the raw materials come from?
Varies according to product.
- Horse meat materials: Uruguay, Argentina, Brazil, Mexico, etc.
- Kangaroo meat materials: Australia
- Japanese pond smelt: Japan (Akita)
Are there any products using Japanese horse meat raw materials?
No products are made from Japanese horse meat raw materials.
The reason is that some horse meat from Japan and Canada has a high fat content due to climates & manual grain-fattening and is not suitable as meat for dogs. Therefore, in order to use lean horse meat raw materials from horses that are naturally grass-fed, we import edible horse meat for human consumption from Uruguay, Brazil and other countries and process and manufacture it in Japan.
Are any colouring agents or preservatives used?
No additives are used, including colouring agents, preservatives or synthetic preservatives. The product is produced without any additions, right down to sugar, salt and water, so the ingredient is 100% meat or fish.
What is the shelf life of the product?
We will provide jerky and retort products with a remaining shelf life of at least 300 days at the time of shipment.
For products delivered to you, the expiry date is indicated on the back of the package or on the label.
About payment
What are the payment options?
Available payment methods are credit card, PayPal.
Available Credit cards are Visa, Mastercard, American Express(AMEX).
The credit limit, date of withdrawal and number of contracted payments vary depending on the type of credit card and the contract between the card owener and the credit card company. Please check with your credit card company for details.
In addition, depending on the regulations and conditions of the destination country, customs duties or import taxes may apply at the time of importation. Additional charges for customs clearance procedures are to be borne by the customer. Please check in advance with the customs and quarantine office in the destination country for details on customs duties, procedures and conditions at the time of importation.
About Delivery & Shipping Fee
Who is your delivery company?Which courier do you use for international deliveries?
For international deliveries, we will ship by Japan Post EMS.
For domestic shipments inside Japan, we ship by YAMATO TRANSPORT(クロネコヤマト), SAGAWA EXPRESS(佐川急便), SEINO TRANSPORTATION(西濃運輸), or Japan Post(日本郵便).
We aim to ship within 5 to 10 working days of your order, depending on stock availability, but please note that in some cases you may have to wait a little longer as we try to ship products as freshly made as possible.
Can I choose a delivery company?
The delivery company cannot be specified.
How many days after ordering will my order be dispatched?
We aim to ship your order within 5 to 10 working days, depending on stock availability, but please note that in some cases you may have to wait a little longer as we try to ship as freshly made products as possible.
In the case of international shipments, the number of days from dispatch to arrival will also vary depending on the destination country/region. Please refer to the approximate number of days on the Japan Post website at the following link.
https://www.post.japanpost.jp/int/deli_days/ems/tohoku.html
Please note that depending on customs clearance and quarantine conditions, it may take additional days for quarantine after arrival in the importing country. When purchasing, please check in advance whether there are any special import conditions in the destination country. Please note that we cannot be held responsible for confiscation by the animal quarantine office or customs in the importing country, and we cannot provide refunds or compensation in the form of goods.
We will provide you with a tracking number for your goods after dispatch, regardless of whether they are shipped internationally or domestically, so please check directly with the relevant shipping company if necessary.
How long after ordering will I receive my order?
We aim to ship your order within 5 to 10 working days, depending on stock availability, but please note that in some cases you may have to wait a little longer as we try to ship as freshly made products as possible.
In the case of international shipments, the number of days from dispatch to arrival will also vary depending on the destination country/region. Please refer to the approximate number of days on the Japan Post website at the following link.
https://www.post.japanpost.jp/int/deli_days/ems/tohoku.html
Please note that depending on customs clearance and quarantine conditions, it may take additional days for quarantine after arrival in the importing country. When purchasing, please check in advance whether there are any special import conditions in the destination country. Please note that we cannot be held responsible for confiscation by the animal quarantine office or customs in the importing country, and we cannot provide refunds or compensation in the form of goods.
We will provide you with a tracking number for your goods after dispatch, regardless of whether they are shipped internationally or domestically, so please check directly with the relevant shipping company if necessary.
To which countries do you offer international delivery?
International delivery is possible in countries where Japan Post's EMS can ship.
However, we are unable to provide up-to-date information on shipping restrictions, so please check in advance at the time of purchase whether there are any special import conditions in the destination country. Please note that we cannot be held responsible for confiscation by the animal quarantine or customs authorities in the importing country, and we are unable to provide refunds or compensation in the form of goods.
Can you ship within Japan?
We can also ship to Japan. For delivery costs to Japan, please refer to the separate section on delivery costs.
Please note that the prices shown on this website do not include tax, so Japanese consumption tax will be added when shipping to Japan.
Do you ship by sea?
For international shipments, air freight is the basic method of transport for EMS shipments(by air).
Can I track my international order?
Trackable. For both international and domestic shipments, you will receive a tracking number for your goods after dispatch, so please check directly with the relevant shipping company if necessary.
Can I change the delivery address after ordering?
To prevent issues such as misdeliveries, we regret to inform you that we are unable to accommodate changes to the delivery address after your order has been completed. If you need to change the delivery address, please check the tracking number provided by the shipping company and contact them directly. We kindly ask that you attempt to arrange the delivery address change through the shipping company on your own.
How much is the shipping fee?
The shipping fee varys depends on the total amount of your order and the destination region. Please see below:
[For International Shipping to Asian Countries]
Total order amount up to 25,000 yen: Shipping fee 5,000 yen
Total order amount over 25,000 yen: Free shipping
[For International Shipping to Europe, Americas, Oceania (excluding Asia)]
Total order amount up to 35,000 yen: Shipping fee 8,000 yen
Total order amount over 35,000 yen: Free shipping
[For Domestic Shipping within Japan]
Total order amount up to 3,300 yen (incl. tax): Flat rate of 550 yen (incl. tax)
Total order amount over 3,300 yen (incl. tax): Free shipping
How much is the shipping fee for orders from overseas?
For international shipping, the shipping fees are as follows:
[For International Shipping to Asian Countries]
Total order amount up to 25,000 yen: Shipping fee 5,000 yen
Total order amount over 25,000 yen: Free shipping
[For International Shipping to Europe, Americas, Oceania (excluding Asia)]
Total order amount up to 35,000 yen: Shipping fee 8,000 yen
Total order amount over 35,000 yen: Free shipping
How much is the shipping fee for delivery within Japan?
For domestic shipping within Japan, it is as follows:
[For Domestic Shipping within Japan]
Total order amount up to 3,300 yen (incl. tax): Flat rate of 550 yen (incl. tax)
Total order amount over 3,300 yen (incl. tax): Free shipping
About Tax
Are there any additional customs duties or import taxes to be aware of?
Depending on regulations and conditions in the destination country, customs duties or import taxes may apply upon importation. Additionally, there may be additional days required for quarantine inspections. Any additional charges related to customs procedures are the responsibility of the customer. For details regarding import duties, procedures, and conditions, please contact the customs and quarantine authorities in the destination country.
Depending on customs and quarantine procedures, there may be additional days required for inspection upon arrival in the importing country. Prior to purchase, please confirm the existence of any special import conditions in the destination country. Please note that we cannot be held responsible for actions such as confiscation by animal quarantine or customs authorities in the importing country, and therefore, we may not be able to provide refunds or replacements. Your understanding is appreciated.
Regardless of international or domestic shipping, we will provide you with a tracking number after shipment. If necessary, please contact the relevant shipping carrier directly.
About cancelation
Can I cancel my purchase after placing an order?
We regret to inform you that cancellations of confirmed orders cannot be canceled, except in cases of incorrect or defective items. Upon receipt of the order confirmation email, the contract is considered established, and cancellations thereafter are not possible.
If there are difficulties in receiving the goods, please promptly contact us through the inquiry form, providing your name and order number.
Return and exchange policy
Can I return or exchange the item?
[For Customer Convenience]
Due to the nature of the products and hygiene considerations, we regret to inform you that returns or exchanges due to customer convenience are not acceptable.
[In cases a different item than ordered is delivered, or if the item is defective, damaged, or soiled upon delivery]
While we strive for excellence in product quality and manufacturing process management, in case the delivered item differs from your order, or if it is defective, damaged, or soiled upon arrival, please contact our customer service within 7 days after receiving the product, preferably keeping it unopened.
In cases of big damage during shipment, defective items, or items delivered differently than ordered, we will verify our inventory and arrange for a replacement with a new or equivalent item.
*We will bear the return shipping costs in such cases.
Please inspect the goods upon delivery.
Returns or exchanges cannot be accepted for products that have been opened (except in cases where the item was found defective after opening), products damaged or soiled due to customer mishandling, or products requested for return or exchange more than 8 days after arrival. We appreciate your understanding.
About order method
How should I proceed if I haven't received any communication after placing an order?
After your order is confirmed, we send a confirmation email to notify you of the completion of your order. If you do not receive this email, please check the following:
- Verify if the automated confirmation email has been received in your spam or junk email folder.
- Ensure there are no typos in the email address registered with us.
- Check if security settings (such as email filtering or blocking) are preventing emails from reaching you.
- Verify if your email server's storage capacity is not full.
If you have received the automated confirmation email but have not heard from us further, please contact our customer service for assistance.
Please note that in cases where items are out of stock or if further verification is needed, we may proceed with shipping after receiving your response. Thank you for your understanding.
Can I place orders by phone or fax?
We only accept orders through the order form on our web shop.
Can I confirm if my order went through?
After completing your order, we will send an order completion notification email to your registered email address. Please review the details. Additionally, members can also check their order history on the web under 'Order History'.
About membership registration
Is membership registration fee-based?
Membership registration is free of charge. There are no membership fees or costs involved.
Do I need to become a member to make a purchase?
It is also possible to make purchases without registering as a member. During the ordering process, please select 'Do not register as a member' if you prefer not to register."
What are the benefits of registering as a member?
After registering as a member, you will be able to automatically fill up the shipping information when placing orders, which makes it convenient for future orders.