Frequently Asked Questions

Major credit cards, including Visa, MasterCard, and American Express, as well as Shop Pay, are accepted. All transactions are encrypted and secure.

Customers should reach out within two hours of placing an order. Once an order has shipped, changes or cancellations are no longer possible.

Promo codes can be entered at checkout. Discounts cannot be applied retroactively after an order has been placed.

We ship all products (except fresh fish and fruit) anywhere within the continental United States (excluding Alaska, Hawaii, Puerto Rico, U.S. territories, and APO/FPO addresses). Fresh fish and fruit are currently available for delivery only within New York City.

Shipping times vary depending on the items in the order. At checkout, customers can choose from several delivery options, with prices varying accordingly. Cold or express shipping is available for select items.

Perishable items, such as fish and fruit, are packed with ice packs and insulating materials to help maintain freshness during transit. Customers are advised to transfer these items to a refrigerator or freezer as soon as possible upon delivery.

If a secure storage location is not available, the package may be returned to the facility and a redelivery attempt may be made. Please note that a redelivery fee may apply.

Perishable food items are non-refundable.

If your package is damaged, please contact us within 24 hours of delivery. We will review the issue and assist in resolving it as quickly as possible. We recommend Route Insurance for the quickest and easiest resolution.

We are not responsible for lost or stolen items. We recommend Route Insurance for the quickest and easiest resolution.

Unfortunately, refunds cannot be processed for change-of-mind purchases on food items. Thank you for understanding.

Subscriptions can be paused, skipped, or canceled at any time through the account dashboard. No cancellation fees apply.

Subscription charges are processed automatically 3–5 days before the next scheduled shipment. An email reminder is sent in advance.

Yes! Subscription settings can be updated at any time, including product variety, size, and delivery frequency.

All products are sourced from Japan and carefully selected for their authentic flavors and high quality before being offered on the website.

Fresh fish arrives fully frozen and should be placed in the freezer immediately upon delivery to maintain quality. Keep it in the original sealed packaging until ready to thaw and use.

For optimal texture and flavor, thaw fish slowly in the refrigerator. Avoid thawing at room temperature or under warm water, as this can affect freshness. Once thawed, keep it refrigerated and consume within 1–2 days.

Frozen fish can be stored for 1–2 weeks for the best quality. After thawing, some moisture inside the packaging is normal. Gently pat the fish dry before slicing, and always use clean knives and cutting boards to ensure safety.

Store rice in an airtight container in a cool, dry place to maintain freshness.

Yes. Some items, such as miso paste or certain sauces, should be refrigerated after opening. Storage instructions are clearly indicated on each product page.

Japanese rice can be easily cooked at home for a delicious result! Detailed step-by-step instructions can be found here.

Yes! Recommended recipes using the products are provided to help customers make the most of their ingredients. Check them out here.