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Frequently Asked Questions

Shipping

  • What countries do you ship to?

    We ship worldwide. Due to the COVID-19 pandemic, some shipping methods are unavailable to countries where Japan Post mail services are temporarily suspended. There are also countries to where we can not ship for now.

    Please check the full list and COVID-19 shipping updates here.


    *Customers in Brazil: Please indicate your CPF number when signing up. Without it, we can not ship to Brazil.

  • How much is shipping?

    We ship worldwide via Japan Post or DHL. The shipping cost is automatically calculated at checkout after filling in your shipping address.

    Learn more about our current shipping options.

  • When can I expect my order to arrive?

    Due to COVID-19, delivery times vary from 2-3 weeks to months.

    We typically process your orders within 3 to 5 business days, except when we get a high amount of orders at once (new releases, pre-orders, or sales) when it can take a few more days. You will receive an email notification when your order is sent.

    Although we are processing and shipping packages as usual, significant delays are expected due to the global reduction of flights, tightened customs scrutiny, decreased carrier operations, local lock-downs, etc. According to Japan Post, packages to the US may be particularly affected, with delivery delays of 4 months or longer at the moment.

    Some packages may also get stuck in the airport unable to be sent, and get returned to us. If we receive your package back, we will notify you via e-mail.

    We truly appreciate your kind understanding and support during this time.

  • Undeliverable or refused packages

    Occasionally orders are returned to us as incorrect or outdated address, failed delivery attempts, refusal to pay tax or refused by recipient. Refused or undeliverable packages are subject to return shipping costs.

    We are happy to re-ship orders that are returned to us as undeliverable or unclaimed. You will be responsible for the re-shipping fee.

    If you choose not to have your order re-delivered, we can credit you the cost of the order, but the original shipping cost will be deducted from the refund as well as a 20% handling / restocking fee.

    We cannot re-ship an order if we do not receive it back.

  • Will I have to pay customs taxes?

    You are responsible for paying any customs duties or additional charges that may apply to your shipment. Unfortunately we can’t offer any information as to whether you’ll be charged, or how much the charge will be. Please check your country’s customs tax policies for more information.

MEMBERSHIP

  • When will I be billed?

    You will be charged immediately upon signing up. From the next month onwards, you will be billed on the same day every month, from the day you signed up.

  • Can I change my billing date?

    If you need to modify your monthly billing date, we can help. Please contact us at hello@stickykitjapan.com.

  • What happens if my payment fails?

    Your membership and benefits will be inactive until you are able to update your payment information.
  • How can I cancel my membership's subscription?

    While we hope you stick with us, you can cancel any time by logging into your account.

  • If I cancel my subscription, do I still have access to my remaining credits?

    Yes! You can access your credits at any time through your Sticky Kit account. You will, however, loose access to other benefits immediately upon cancellation, including the Build a Kit tool and the 15% discount.

  • Can I cash out my leftover credits?

    No, your credits are not applicable for cash out value. Your credits will never expire, however, so they can be saved for future purchases.

BUILDING CUSTOM KITS

  • What is the "Build a Kit" tool?

    The kit builder is part of the Build Your Kit Membership. With this tool, members can build custom kits with our products and always get 15% off. Learn more about it here.

  • Where is the link?

    You can access the link from the Top Menu -> Members-Only -> Build a Kit. It is only visible for logged-in members.
  • Is there a minimum purchase?

    There is no minimum purchase, however, you will need at least 5 items in your kit.

  • Can I buy a custom kit that costs more than the credits I have?

    Absolutely. You can add as many products to your kit as you want. Store credits act as a discount. You can easily apply the maximum amount from the cart, or redeem a different amount from your user account. Then you can pay the remaining with your usual payment method.

General

  • What is your refund policy?

    We can not offer refunds on orders that have already been shipped or entered the shipping process.

    We are happy to give refunds (to the original payment method) for unshipped orders, but once an order has entered the shipping process we can not give refunds.

  • Can I receive products in exchange for a review in my blog or YouTube channel?

    Thank you for your interest in Sticky Kit!

    If you are interested in sharing our product with the world, please make sure you meet the following requirements:

    - Your site or channel is established, has consistent views and an engaged audience.

    - Your site or channel is related to stationery or Japanese culture.

    If you fit this guideline, please fill this form or contact us at hello@stickykitjapan.com including your monthly statistics and other information that could help us make a decision. Please note that due to the high amount of emails we receive on this subject, we can't reply to everyone. Thank you for understanding.

  • I couldn't find the answer to my question on this page

    Please contact us: hello@stickykitjapan.com. We'll be happy to help!