Shipping policy

Order Processing Time
We process orders within 3 business days after they are received.

Shipping Methods & Delivery Times

Our primary carrier is FedEx, with an estimated delivery time of 4--12 business days.
In certain cases, we may use EMS, which also has an estimated delivery time of 4--12 business days.

Please note: Delivery times may vary depending on the destination, and while we strive for prompt delivery, we cannot guarantee these times due to factors beyond our control once the order is with the carrier.

Contact Information
To ensure efficient delivery, we kindly ask customers to provide a telephone number when placing orders. This information helps facilitate order clearance and timely delivery.

Shipping Confirmation & Carrier Responsibility
Once your order has shipped, a confirmation email with tracking information will be sent. Upon transfer of your order to the carrier, responsibility for safe delivery is assumed by the carrier.

Signature Requirement & Damage Reporting

All orders above $100 require a signature upon delivery. If you receive a damaged or lost package, or if you have any questions about the delivery, please contact us within 3 days of receiving the package. Failure to report within this timeframe will result in the forfeiture of any compensation eligibility.
Orders under $100 do not require a signature upon delivery.

Shipping Address Policy

For security and fraud protection, our store ships only to the address provided at checkout, which must match the billing address. Changes to the shipping address after the order is placed are not allowed.
However, you may schedule a pickup or reschedule the delivery date through FedEx.com if needed.

Fraud Protection Policy
All online orders must have identical billing and shipping addresses to minimize fraudulent activity.  If your shipping address differs from your billing address, we may contact you by phone or email to confirm that the order was placed by you.

For any questions or additional assistance, please feel free to contact our customer service team.

International Buyers - Please Note:
Import duties, taxes, and charges are not included in the item price or shipping cost. These charges are the buyer’s responsibility. Please check with your country’s customs office to determine any additional costs prior to making a purchase.

Store@esenjapan.com