Shipping policy
SHIPPING POLICY
Last updated: January 16, 2025
This Shipping Policy applies to all purchases made through the website operated by NAKAI Inc. (“Company,” “we,” “us,” or “our”). By placing an order, you agree to the terms below.
Shipping Regions
We currently ship to the following regions:
• United States
• Europe (EU and select non-EU countries)
• GCC and select Middle Eastern countries
We do not ship to embargoed, sanctioned, or legally restricted jurisdictions. If your country is not listed at checkout, please contact Info@s-natural.xyz for availability.
Order Processing
• Orders are typically processed within 1–2 business days.
• Orders placed after 2:00 PM JST are processed the following business day.
• Processing times may be extended during peak seasons, holidays, or high-volume periods.
Business days exclude weekends and Japanese public holidays.
Estimated Delivery Time
Delivery is typically 5–7 business days from the shipment date. Delivery times are estimates and may vary due to:
• Destination country
• Carrier operations
• Customs clearance
• Force majeure events
We do not guarantee delivery dates.
Shipping Fees
• A flat shipping fee of USD $15 applies unless otherwise stated at checkout.
• Shipping fees are non-refundable except where required by law or where the error is attributable to us.
• Expedited or special shipping requests may incur additional charges.
Customs Duties and Taxes
We generally ship on a Delivered Duty Paid (DDP) basis where available, meaning duties and taxes are prepaid by us.
However, in rare cases due to customs discrepancies, regulatory changes, or carrier limitations, local authorities may require payment directly from the recipient. In such cases:
• The customer is responsible for cooperating with customs authorities.
• Failure to pay required duties or taxes may result in return or destruction of the shipment.
• We are not responsible for delays caused by customs authorities.
Customs Delays and Import Regulations
Customers are responsible for ensuring that matcha and related food products are permitted for import in their country.
If a shipment is:
• Delayed due to customs review
• Refused by customs
• Confiscated due to local import regulations
We are not liable for refunds, replacements, or losses resulting from regulatory restrictions beyond our control.
Tracking
Once shipped, you will receive a confirmation email with tracking details.
If you do not receive tracking information within three (3) business days, contact Info@s-natural.xyz with your order number.
Incorrect Address and Failed Delivery
Customers are responsible for providing accurate shipping information.
If a shipment is:
• Returned due to an incorrect or incomplete address
• Unclaimed by the recipient
• Refused without valid cause
We are not obligated to reship or refund. Reshipment may require additional shipping fees.
Lost or Damaged Shipments
Damaged Packages
Notify us within 48 hours of delivery and provide photographic evidence. Failure to report within this timeframe may limit our ability to assist.
Lost Shipments
If tracking shows no delivery and the carrier confirms loss, we will work with the carrier to investigate. Resolution may include replacement or refund at our discretion once the investigation is complete.
We are not responsible for porch piracy or theft after confirmed delivery.
Risk of Loss
Risk of loss transfers to the customer upon delivery to the shipping address provided at checkout, unless otherwise required by mandatory consumer protection laws.
Shipping-Related Refunds
Shipping fees are non-refundable unless:
• The product was defective
• The wrong item was shipped
• The error is attributable to us
All other refund matters are governed by our Return & Refund Policy.
Force Majeure
We are not liable for delays or failure to perform caused by events beyond our reasonable control, including but not limited to natural disasters, war, terrorism, labor disputes, carrier disruptions, governmental actions, or pandemics.
Contact
NAKAI Inc.
Email: Info@s-natural.xyz
Address: 京都府京都市上京区下横町210-18
