The below questions are to answer where we will ship products and any questions regarding shipments. If you have other questions, please just send them to support@kenkotree.com

We deliver to most countries all over the world. If the Japan Post can ship it, we can deliver to you. If you are unsure if your address can be shipped to from Japan, please check this list here: Japan Post.

Please use our domestic site for customers living inside of Japan*

www.kenkoroot.com

*Prices and shipping rates may vary and differ from our international site, kenkotree. Some products and services may not be available. 

We offer multiple shipping options: EMS (Express shipping with tracking number), E-packet (Fast shipping with tracking number), E-packet Lite (Regular shipping with tracking number), Small Packet Registered SAL (Regular), and Post-Parcel SAL (Fast). The times it takes for Express, Fast and Regular to deliver are explained in the next question 'How long will it take for my package to arrive?'.
It will take about 2-4 business days to prepare your order depending on stock availability. If there is any delay in preparing your order, we will contact you with the email address you provided. Once shipped, it will take the following time depending on the shipping option you selected: Express (3-5 business days), Fast (7-12 business days), or Regular (2-4 weeks). Express, Fast and Regular are listed in the previous question 'What are my shipping options?'.
Our shipping calculator will simplify and show only the best and cheapest shipping options according to your address and package weight.
We are always open to suggetions! Please contact us at support@kenkotree.com or through our Contact Page here and we will see if we can provide the product you are looking for.
Depending on your selected shipment method, your order may or may not have a tracking number. EMS, E-packet, and E-packet lite include a tracking number. Please contact us if you want to inquire about the status/location of your order.
We do not accept returns, therefore, have a selective refund policy. If your order was broken or an item was missing, please send us picture evidence or information within 3 business days and we will investigate your case. You may be eligible for a full or partial refund.
All orders are non-returnable due to hygienic and shipping reasons.
Customer support is limited during weekends and holidays, however, we are available through email 24/7. We usually respond within 48 hours.
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