FAQ

I have a question about my order.

Please feel free to contact us by e-mail at info@hippopotamus.co.jp

Can I change my order?

If you wish to change your order, please contact us before the order confirmation email is sent.
Please note that we cannot accept additional orders, combined deliveries, cancellations, or any other changes once the confirmation email has been sent, as the order has entered the shipping process.

Can the shipping and sender’s address be different?

If you would like to send a gift to an address other than the sender’s, please follow these steps below to set the addresses in the cart.
*If you are purchasing multiple items shipped to different addresses, you will need to place the orders one by one for each address.

１．Please enter your gift recipient's address in the Shipping Address field.
２．Please select a payment method.
３．Please select "Use a different billing address" and enter the sender's address.

This will reflect the gift delivery.
Please make sure that both addresses are reflected in the order confirmation email.
If not, please contact us using the contact form after placing your order to make the change.
＊Gift delivery is not available with Amazon Pay.

Can I cancel an order I accidentally placed?

If you wish to change your order, please contact us before the order confirmation email is sent.
Please note that we cannot accept additional orders, combined deliveries, cancellations, or any other changes once the confirmation e-mail has been sent, as the order has entered the shipping process.

Will there be any invoices or receipts included in my package?

We do not send printed invoices or receipts with your purchased items unless they’re specifically requested, so please be assured that they will not be included in your gift packages.

Shipping Fees

Free shipping for orders exeeding ¥50,000 (tax included).

For deliveries outside Japan, products may be subject to custom duties and taxes. Please note that surcharges are not included in the price and therefore have no control over these charges and cannot predict their amount. Please contact your local customs office for further information before placing your order.
Please also note that you must comply with all applicable laws and regulations of the country for which the products are destined. We will not be liable for any breach.

・Customs Duties And Import Fees
Orders shipping outside Japan may be subject to customs duties, other taxes and fees (“Import Fees”) by customs of the destination country or region.
Please note that the recipient will be responsible for any Import Fees.
Payment methods vary depending on the destination country or region, including payment at the time of delivery or using a bank transfer form.
Import Fees will be calculated and determined by customs authorities and other public agencies of the destination country or region. Please note that Hippopotamus is unable to advise on the amount that this may be. Please contact the local customs office or carriers for more information.
If the recipient is different from the sender (purchaser), please inform the recipient in advance that the package will be delivered as the recipient may be billed for Import Fees.

Your order will be shipped within 5 business days.
The delivery company is EMS or DHL.
For bank transfers or convenience store payments, orders will be shipped once payment is comfirmed.
* Additional time might be required for larger quantities.
* Orders will not be shipped on weekends or holidays.

Can I check the delivery status?

You can check the delivery status of your order on the shipping company’s tracking page.

Is gift wrapping available?

If you are considering purchasing a gift, please take a look at our pre-wrapped gift sets available on our gift page.

Can I add a gift message to my order?

When shipping a gift to your recipient, you have the option to add a gift message.
Please fill in the gift message field within 100 words during checkout.

If I send a gift directly to the recipient, will anything that shows the price be included in the package?

Please be assured no pricing information will be included in gift packages.

When selecting a gift delivery, I accidentally placed an order with the recipient's information as the billing address. Can I change it?

Let us take care of it.
Please contact us via email with the correct billing address (sender's information) before the order confirmation email is sent, and we will be happy to modify your order if it has not yet been sent to the shipping process.

We do not send printed invoices or receipts with your purchased items unless they're specifically requested, so please be assured that they will not be included in your gift packages.

Can I exchange a product I received as a gift?

Unfortunately, exchanges are not available.

Is there a shopping bag included in the package?

Shopping bags are only available for gift purchases; however, if the gift is shipped to an address other than the sender’s, it will not be included in the package.

What types of payment methods are available?

The following payment methods are available:
Major Credit Cards:
VISA, Mastercard, JCB, American Express, Diners

Can I use a credit card issued overseas?

Unfortunately, we don’t accept credit cards issued overseas.

Can I exchange or return an item?

We accept exchanges and returns of items purchased from the hippopotamus official online shop. Please contact us via phone or email within 10 days of receiving the item.
We will check the condition of the returned item and proceed with the exchange or return.
For non-defective products, only unopened packages will be accepted.
Please note that we may not be able to meet your request for exchange depending on the condition of the product or due to limited stock.
If you have any other questions, please feel free to contact us by e-mail at info@hippopotamus.co.jp