SHIPPING & RETURNS
All orders will be processed, packed and shipped as quickly and carefully as possible from Vancouver BC, Canada.
Upon receipt of payment, we will prepare and ship your order within 1 – 2 business days, pending availability and credit verification, unless otherwise noted.
Once processed, we will email you a notification that your items have shipped and also provide you with the tracking information.
Customers are responsible for all importing costs including but not exclusive
ITSUMO aims to offer accurate shipping times but cannot take responsibility for shipping delays, lost, stolen or damaged packages caused by weather conditions, local delivery errors or delays while crossing international borders. Delivery times will vary by destination. Fees incurred from rejected packages will be the responsibility of the buyer and will not be refunded or reimbursed by ITSUMO for any reason.
In an effort to protect our customers and products, shipping prices include insurance against loss or damage during transport.
Shipping rates vary according to size, weight, quantity and value of your merchandise based on the cost of insurance. Within North America rates will range from $10 to $30. International Packages will range from $30 and up.
All shipping charges are the responsibility of the buyer and will not be paid in part or in full by ITSUMO. All shipping/insurance charges will be clearly presented at time of checkout.
If you have specific delivery requirements, prefer expedited delivery service or would like to make special arrangements, please contact us at firstname.lastname@example.org before placing your order and we will happily see that your individual needs are met.
ITSUMO is offering Free Standard Shipping on orders over $100 to our qualifying North American customers.
North American Free Standard Shipping destinations include Canada and the contiguous ‘Lower 48’ United States.
We are sorry we cannot accommodate international orders with free shipping.
*Certain ITSUMO products do not qualify for free shipping due to size & weight and will be noted as such on the product description page.
Please note that for returns, the customer pays return shipping and replacement shipping if exchanging.
- Free USPS Shipping on orders over $100
- $10 Flat Rate Shipping on orders under $100
All United States orders are processed and shipped using USPS within the USA from Washington State. We ship with USPS, a reliable carrier with tracking information and estimated delivery times.
Our flat rate shipping and free shipping option are available to the contiguous ‘Lower 48’ United States only.
Rejected or unauthorized returns will be shipped back to our return address in Canada and any additional shipping fees, duties and/or taxes incurred will be the responsibility of the customer.
- Free Expedited Canada Post Shipping on orders over $100
- $10 Flat Rate Shipping on orders under $100
All Canadain orders are processed and shipped using Canada Post within Canada from Vancouver, BC.
Rejected or unauthorized returns will be shipped back to our return address in Canada and any additional shipping costs incurred will be the responsibility of the customer.
Orders placed using the $10.00 Flat Rate Shipping with their final shipping destination in the greater Vancouver Area will be delivered the following 1 – 2 business days.
For orders placed within Vancouver for a Local Pickup option, your order will be available for pick-up at our local pick-up location:
3720 Oak St, Vancouver, BC
We will notify the earliest available pickup day immediately after the approval confirmation on your order.
At Usagi Sweets, please show a proof of purchase (smartphone receipt is perfect) in order to acquire the goods ordered.
LOCAL PICKUP (VANCOUVER)
ITSUMO offers a Local Pickup option at a free of charge for all orders for customers in or around Vancouver BC.
Our local pickup station is located at Usagi Sweets, a Vancouver local cafe who is specialized in Japanese inspired sweets and tea.
A local pickup option can be selected at check out on our website. We will notify the earliest available pickup day immediately after the approval confirmation on your order.
At Usagi Sweets, please show a proof of your purchase (smartphone receipt is perfect) in order to acquire the goods ordered.
Please note that we are not responsible for any loss, damage, or theft that results from your order being picked up locally.
3720 Oak St, Vancouver, BC V6H 2M4 (Map)
Thu – Fri 10 am – 4 pm
Sat & Sun 11 am – 4 pm
Mon, Tue & Wed Closed
Customers are responsible for all importing costs including but not exclusive to import taxes, duties, brokerage fees etc.
International deliveries subject to local import duties and taxes are payable by the customer upon receipt and may be affected by customs and carrier delays.
Responsibility of payment for importing charges lies with the purchaser. Under no circumstance will ITSUMO refund, reimburse, or pay any importing fees.
ITSUMO currently ships internationally to Canada, the United States, the United Kingdom, France, Germany, Spain, Belgium, the Netherlands, Italy, Denmark, Sweden, Finland, Norway, Ireland, Iceland, Switzerland, Japan, South Korea, New Zealand & Australia.
In the event we do not currently ship to your country, please contact us at email@example.com to arrange a possible special shipment.
Residents of British Columbia will be subject to GST & PST. Canadian residents outside of British Columbia will be subject to GST only.
RETURN OR EXCHANGE
Upon receipt of your shipment, please notify ITSUMO immediately of any issue. We will attempt to correct the problem as best we can.
Exchanges & returns must first be approved by ITSUMO. Please e-mail firstname.lastname@example.org to arrange any return of merchandise. No exchanges, returns or refunds will be accepted without an ITSUMO issued RMA#.
In the unfortunate event of the merchandise being damaged during transit, or in the case of defective merchandise, ITSUMO will remedy the circumstance by issuing replacement merchandise at no cost to the buyer. Damage to merchandise must be claimed within 24 hours of receiving your shipment. Please take a photo of the original damaged box so that we can contact our carrier to initiate insurance coverage if necessary.
Please contact email@example.com to arrange for an RMA# before shipping any merchandise back to ITSUMO.
Item refunds can be arranged. The customer will be responsible for all return shipping costs, plus any duties and/or taxes that may be incurred upon return shipping. Return shipping costs, duties, taxes and all related fees are non-refundable and will be subtracted from the order refund.
Refunds will be issued only after all items have been returned in unused and original condition.
Merchandise damaged on return delivery will be the responsibility of the purchaser.
Refunds & Exchanges must be arranged no later than 14 days from date of delivery.
All sale items are considered final sale.
Please contact firstname.lastname@example.org to receive RMA# before shipping the merchandise back to ITSUMO. No returns/exchanges will be accepted without an ITSUMO issued RMA#.
Attention: RMA# XXXX
1403 – 889 Homer Street
Vancouver, British Columbia
V6B 5S3 Canada
Phone: 778 855 3904
ITSUMO can provide gift wrapping for free on all non-discounted purchases. A small fee may be incurred for gift wrapping of sale items. We can also add a personal message to the gift.
To arrange gift wrapping, please contact email@example.com with details and your personal message before placing your order.
Discounted merchandise does not qualify for free gift wrapping.