[Orders]
Q. How do I cancel my orders?
A. Please provide your order number and reason for cancellation. Once your cancellation request is received and confirmed, we will process the refund within 5 business days.
For inquiries, please click here
Please note that once an order has been placed, it cannot be canceled as we will begin shipping as soon as possible.In such cases, you may initiate a return.
For more details please visit "Cancellation and Return" policy.
Q. How do I return my order?
A. Returns are accepted only for unopened items within 7 days of receipt. If you wish to return an item, please contact us first to let us know.
For inquiries, please click here
We cannot accept returns in the following cases
-If the reason is due to a dent in the product's outer packaging that occurs during product transportation.
-If the reason is due to the user's subjective factors (smell, flavor, color, feel, etc. of the product) .
-When the reason is due to changes in product conditions caused by the customer's storage conditions.
For more details please visit "Cancellation and Return" policy.
Q. Defective merchandise
A. We take every precaution to package and ship products, but in the unlikely event that there is a mistake or damage to the product, we will make arrangements to replace the product as soon as possible after receiving your notification.
Please ensure to provide photographic proof that the items arrived damaged. We will need to see photos of the following:
-The damaged item
-The packaging it came in
-The packing slip showing the order number
For inquiries, please click here
Please note that all our products are shipped directly from Japan, the outer box may be crushed or scratched due to impact during shipping. We do not accept returns or exchanges unless the product itself is damaged.
Q. What payment options do you have?
A. We accept VISA, MASTER, AMEX, DINERS AND DISCOVER
[Shipping]
Q. How can I track my order？
A. Once your order has been shipped, you will receive a confirmation email containing your tracking information.
You can track your order using the provided tracking number on the carrier's website.
Currently, we use DHL Express for all shipments
Q. I didn’t receive a confirmation email when I placed the order.
A. Possible causes are:
-The message may have been labeled as junk mail, and automatically trashed or sorted into another folder.
-The mail filtering settings or anti-malware software on your device may be blocking our email. Please check that you can accept email from: @Phenimax.com
-The email address we have on record for you may not be correct.
Q. Can I order with a free email address？
A. You can also place an order using a free e-mail address.
In that case, please check your settings, such as registering as a contact person, so that emails from [@phenimax.com] will not be automatically sorted into your junk mail folder. The settings vary depending on the email software you are using, so please check the settings on the website of your email software.
Q. Do you offer gift wrapping service？
A. We do not offer gift wrapping or noshi gift wrapping services.
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