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FAQ

Updated: 29 May 2022

【General Inquiry】

Q, What’s your business hour?

A, We open from 10:30 am to 6:30 pm (UTC+9). We will reply to your inquiries within two business days. ( In the case of holiday seasons, it might take more days for us to respond to your questions. ) You can order our products any time you like online.

Q,  How can I reach your customer service? I have some questions about your products.

A,  You can reach us via order@samuraimuseum.jp , Facebook Messenger, Live Chat or call us (TEL: +81 3 6457 6411).
Please feel free to ask any questions. We are happy to assist you.

Q, Is there an age limits on orders?

A, You must be at least 18 years of age or older to purchase from Samurai Museum Shop. If you are younger than 18, a parent or guardian must be present to place an order.

Q, I would like to submit a product review on your website. How do I do this?

A, You can review our overall service or product quality on our Facebook page. If you have any feedback, please don’t hesitate to email us. We always look for improvements in our customer service.

【Shipping】

Q, How much will it cost to ship to my address?

A, Shipping is free of charge. Insurance offered by the shipping carrier covers the total amount you paid. Please keep in mind that importing tax or customs duty isn’t included in the price. For more information, visit Shipment and Delivery.

Q, How long does it take to receive the product I ordered?

A, It takes about 7-14 days. This period depends on where your shipping address is and what you ordered. We will provide you with its tracking number to check where your ordered product is. Please keep in mind that there might be possible delay in delivery.

*It takes about 1-2 months to receive Samurai armors, authentic Japanese swords.

Q, What is EMS?

A, EMS is the abbreviation of Express Mail Service,  our primary forwarder to ship your orders.

We have full confidence in the shipping company. We have been using their service for a long time but haven’t had serious problems. You can check where your package is by searching your tracking number.

・EMS
http://www.ems.post/what-is-ems

Q, Is it possible to buy an authentic Japanese sword online?

A, That depends on the countries. If the country you live in allows you to import an authentic Japanese sword and we have shipped there, you can buy one online. 

We have shipped authentic Japanese swords several times to the following countries and regions.

USA, Canada, Mexico, UK, Germany, Switzerland, France, Hong Kong, and Australia.

We also have shipped one to the Czech Republic, Croatia, Taiwan, Netherland, Denmark, Belgium, Malaysia, Finland, Italy, and UAE. 

*We use FedEx for those in Canada, Switzerland, Netherlands, Croatia, and the Czech republic. We will use a private forwarder that offers airport-to-airport shipping for those who live in Denmark and UAE.

We aren’t familiar with the importing law in those countries above. Therefore, we would like you to confirm that it is allowed to own an antique Japanese sword in your country if you are concerned.

For more details, please feel free to contact us.

Q, I accidentally typed a wrong address on the order form. What should I do?

A, Please send us the correct address of yours within 24 hours. (order@samuraimuseum.jp )

You can check your order detail on your My page or through an email you received when placing an order.

Q, Can I choose a shipping carrier for my order?

A, Unless EMS, provides no service to where your shipping address is, we will ship your order with EMS. You can check the countries in which EMS ships packages on the link below. If you can’t find the country you currently live from the list below, please contact us(order@samuraimuseum.jp ) first.

The list of the countries
http://www.post.japanpost.jp/int/ems/country/all_en.html

*Please keep in mind that EMS temporarily stopped shipping to certain countries due to the effect of COVID-19 or other affairs. In that case, we might have to charge an additional charge if an alternative shipping method (DHL or FedEx) exceedingly surpass the cost of EMS.

Q, Why doesn’t my tracking number work?

A, It usually takes up to 24 hours for EMS to update their database to include your tracking number. In case that your tracking number still doesn’t work after 24 hours, please notify us via email (order@samuraimuseum.jp  ) and we will assist you promptly. Please also check to see if there is a typo in the tracking number you typed.

Q, Can I deliver to another address, other than my card billing address?

A, Yes. You can. Please check “ Ship to a different address? “ to fill out your shipping address. Also please type the reason why you want us to ship to a different address on order notes. Ex) gift, your workplace

Q, If I ordered multiple replica swords and one of them is out of stock, how would you deal with the situation?

A, In that situation, we usually ship orders that are in stock first and then as soon as we restock the rest that was once out of stock, we will send it. If you like to receive your order together, please leave an order note before making a purchase. This rule applies to all orders.

【Products】

Q, I would like to buy a samurai replica armor. How long does it take to receive one?

A, It takes one-two months (that doesn’t include Saturdays and Sundays.) as every part is hand-made and available on request. Therefore it is necessary to wait for that duration. We assure you that the quality of armor is beyond your expectation.

Q, How do I know if an item is in stock?

A, You can find the sign “ in stock” next to the main product picture. If our product is out of stock, you can find the sign “out of stock.” If you can’t locate those two signs, that means we stock only one item for the product, or the product is available on request.

【Payment】

Q, What methods of payment do you accept?

A, We accept Swipe(Credit Card) and PayPal, ApplePay, or ChromePay.

Q, Which currency do you accept?

A, We accept JPY, USD, AUD, CAD, EUR, GBP or CHF.

Q,How do I know that my order has been successfully submitted?

A, You will receive an email from us(order@samuraimuseum.jp) saying your order is successfully submitted.

Q, Why has my credit card been declined?

A, There could be several different reasons your credit card has been declined.

Please check if
・Your card is expired or out of date
・you accidentally type a wrong credit card number or security code.
If your problem is none of them above, please contact your credit company directly.

Q,Is there a minimum order value?

A, NO. there is no minimum order value.

【Return/Refund】

Q, What is your return/ refund policy ?

A, We only accept returns/exchanges when you receive

-products with manufactured defects.
– incorrect products.

For more information, visit Return and Exchange Policy.

【Personal Information】

Q, Is it safe to use my credit card on your website?

A, we don’t store your credit card information at all. We have business with Stripe and PayPal. They are two parties who hold your credit card information and they are internationally accredited companies.

【My account】

Q, Is it necessary to make an account to make a purchase from your website?

A, No. We offer page guest checkout, and you can place an order without making an account. However, an account will allow you to make your next purchase easier. Also in My page, you can check things below.

  • View your order history
  • View the status of orders
  • Print your invoice

Q,My home address has changed, how can I update it?

A First of all, please sign in to your account and then click the “My Account.” Then click on “Addresses.” From there, you can update your billing and shipping addresses. We will confirm the change through email within one business day.

Q, I forgot my password. What should I do?

  1. Click on the “Lost your password” link on My account page
    https://www.samuraimuseum.jp/myaccount/lost-password/

Please type in your e-mail address with which you registered so that your password will be reset. Then you will receive an email that comes with the link where you can set a new password.

【Others】

Q, Which browser should I use to view your site?

A, We recommend that you use the latest version of Google Chrome, Mozilla Firefox, Apple Safari and Microsoft Internet. If you aren’t able to receive emails from us, please permit our domain(@samuraimuseum.jp)

Q, What are your terms and condition?

A, Please check the link below.
https://www.samuraimuseum.jp/terms/