FAQ
Q.When will my order be shipped?
A.Orders that are received before 12 noon (Japan time) during the week are typically shipped same day. Orders that are received after 12 noon are shipped the following day. This is guaranteed Monday through Friday. Because we want you to get your order as soon as possible we do our best to ship same day on the weekend and public holidays too.
Q.Can I track my order?
A.All orders within Japan are shipped via Yamato Transport and we will send you the tracking number as soon as your order has been fulfilled. International orders are shipping via EMS through Japan Post. Your tracking number will be emailed to you as soon as it is received from the Post Office.
Q.Can I specify a delivery date?
A.For orders within Japan, a delivery date and time may be specified providing it is not within 3 days of your order date. Due to the nature of air service in today's environment, we are unable to offer this service for international orders. We will however endeavour to get your order to you in the shortest possible time.
Q.Can I combine separate orders into one shipment?
A.If you would like us to consolidate separate orders into a single shipment, please contact us via email with your order numbers. Because however we ship all orders received prior to 12 noon on the same day please understand that at times we may not be able to consolidate a shipment.
Q.My order wasn't received. Will you reship?
A.For customers who are not at home when the courier calls and are unable to have the order delivered within the courier designated period of storage, your order will be returned to us by the courier.
In such cases, while we can't cancel the order, please contact us for reshipping information.
Q.Can you gift wrap my order?
A.Due to volume we are not able to provide a gift wrapping service at this time. We are however working on bringing you this option in the near future.
Q.How can I pay for my order?
A. Orders can be paid for by credit card (VISA, Master Card, American Express, JCB) as well as at your local convenience store if you are in Japan, via Apple Pay, or by COD for customers in Japan.
Q.Do you ship internationally?
A.Yes. Japan Post serves most destinations (although COvid is still causing some delays).
Q.Do you accept returns or exchanges?
A.Because we sell food items, we are unable to accept returns or exchanges.
However, in the event that your order arrives damaged or is not what you ordered we are more than happy to exchange the product free of charge. If you find yourself in this situation, please email us as soon as possible.
Q.Is the Manuka Honey you sell Monofloral Manuka?
A.Yes. All the honey that we sell is raw, additive and pesticide free Monofloral New Zealand Manuka honey guaranteed. All our honey is tested at New Zealand and Japanese government approved research laboratories to ensure the highest quality and safety.
Q.Is the Manuka Honey you sell tested for residual pesticides?
A. Yes. All our honey is tested twice. Once before it leaves New Zealand and then once again when it enters Japan. Both tests are conducted by government accredited research laboratories. Please see our testing certification here.
Q.What is the expiry date of Manuka Honey?
A. While honey doesn't really expire due to its high anti-bacterial properties and low water content, we are required by law to put an expiry date on all honey sold. All our honey has a minimum expiry date of 1 year from date of bottling. Our premium manuka has an expiry date of 5 years.
Interesting point: Honey doesn't go bad. Providing it is stored properly it is a perfect emergency food source.
The was some 3000 year old honey found in Eygyt and most of it was still edible. There is also evidence that honey was used in the preservation of Mummy's in ancient Eygyt.