Reference guide
About ordering
Opening times
We accept orders 24 hours a day.
Telephone inquiries are accepted Monday through Friday (excluding public holidays) from 9:00 to 16:00.
Please note that we cannot immediately respond to medical inquiries. We will respond after consulting with our affiliated doctors. Depending on the content of your inquiry, we may ask you to consult with your regular doctor. Thank you for your understanding.
| Opening times | remarks | ||
| Ordering | 24 hours | Orders placed after 4:00pm will be processed on the next business day. | |
| inquiry | Phone | 9:00～16:00 | Telephone enquiries are accepted Monday through Friday (excluding public holidays). |
| 24 hours | Inquiries received by email after 4:00 p.m. will be responded to on the next business day. | ||
If you have not received a reply from us despite having sent us an email, we apologize for the inconvenience.
Please contact us via the contact details below.
[Contact Information]
Tamakona Co., Ltd. TEL: 078-303-1500 / E-mail: online_57shop@tamakona.co.jp
Process from ordering to delivery
The process from ordering to shipping the product is as follows:
- After placing your order, you will receive an automatic email from Tamakona Online.
subject:" Confirm your order Order number: #◯ ◯ ◯ ◯ 」 - Once we have confirmed your order, we will prepare it for delivery.
- In the case of bank transfer, the product will be shipped after we have confirmed the payment. (This does not apply to medical institutions that pay by invoice.)
- If you choose to pay your invoice by bank transfer, Tamakona Online will send you an email or letter with instructions on how to make the transfer.
Subject: "Invoice" - We do our best to ensure safety, but if due to unforeseen circumstances an item you have ordered becomes out of stock, we will contact you by email or phone.
*The contact email will vary depending on your product status.
We will contact you again once the product has arrived at our company and is ready to ship. - The product will be prepared for shipping on the following dates:
Credit card payment: Within 5 business days after confirmation of payment of the final invoice amount (payment will be made on the day of shipment)
For bank transfers: Within 5 business days after confirmation of payment
Payment slip: Within 5 business days after purchase. Post-payment by invoice (limited to some medical institutions): Within 5 business days after approval of the estimated amount.
Customers who have placed an order but have not received an email
Once we have confirmed your order information, we will send you an automatic email from our system.
The following may be the reasons why you have not received the email:
- The email address registered in your membership information may be out of date (not currently in use).
- If you use a free email address (hotmail.com or yahoo.co.jp)
- If the maximum capacity of the box has been exceeded
- The email may not reach your inbox due to spam or junk filter settings (such as spam filters for carrier email).
We apologize for the inconvenience, but please check the email address you are using and the email settings on your computer or mobile phone.
Also, if you are using a free email service such as Yahoo! or Hotmail, the free email service server may be putting our emails in your spam folder or deleting them. We apologize for the inconvenience, but please check.
If you are using spam filters with your carrier email address, such as docomo, au, or softbank, please set your email settings to allow reception of emails from @tamakona.co.jp.
Regarding non-delivery of carrier email or free email, the majority of the issues are due to system problems on the service provider's side, and we are currently unable to solve the issue on our own. We apologize for any inconvenience this may cause, and we appreciate your cooperation.
If you have not received the email for any reason other than those mentioned above, please contact us.
About purchase details and receipts
In order to protect our customers' personal information and as part of our efforts to protect the environment, we do not enclose a purchase receipt.
If you would like an itemized statement and receipt, please let us know.
Please note that receipts will only be issued once.
Regarding credit card payments and cash on delivery, we are unable to issue receipts as these are credit transactions.
Please refer to the respective usage statements.
Changing or cancelling your order
If you need to make any changes or corrections to your order after placing it, or if you wish to cancel your order, please contact us by email.
*We cannot accept changes or cancellations to your order after the invoice email has been sent or after shipment has been completed.
We do accept returns and exchanges after the product has arrived, so please see our Refund Policy for details.
Payment
Payment Method
You can choose from the following payment methods to pay for your products.
Credit card payment / Bank transfer / Bank transfer via payment slip/invoice (medical institutions only)
Credit card payment
The credit cards we accept are linked to the Shopify system.
Please make payment using a credit card in the name of the person placing the order.
Your credit card will be charged on the date of purchase. Due to system limitations, we are unable to accept requests to specify a specific billing date.
Credit card customer receipts do not exist as payments are made electronically.
Bank transfer
Please transfer the amount to the account shown on the screen displayed after completing your order or in the email confirming the invoice amount.
Please note that any fees incurred in remittance will be borne by the customer.
Once we have confirmed your payment, we will begin preparing your order for shipment.
Bill payment - Bank transfer (medical institutions only)
Bill payment is limited to medical institutions.
Once you have placed your order and agreed to the final invoice amount, we will ship your item.
Please transfer the payment to the account listed on the enclosed invoice.
Please note that we cannot accommodate urgent shipping requests.
Shipping and Delivery
About Shipping
Orders received by 12:00 will be prepared for shipping from the same day (hereinafter, the process of confirming the invoice amount is referred to as shipping preparation).
Orders placed after 12:00 will be prepared for shipping from the next business day.
For orders where the order and payment are made after 4:00 p.m., due to system limitations, we are unable to prepare the order for shipping on the same day, even if you contact us.
Estimated delivery time
Please consider the number of days it will take for your product to arrive as a guideline for the shipping estimate plus delivery time.
Our shipping estimate varies depending on the product, but is generally within 5 business days. If it will take longer than 5 business days, we will contact you.
*Delivery may take an additional 2-3 days to some areas, such as remote islands and mountainous areas.
*Shipping estimates do not guarantee shipping dates.
*Shipping may be delayed depending on changes in stock and order status.
Shipping Fee
Free shipping bonus
If the total amount of your purchase is 10,800 yen or more (tax included), we will cover the shipping costs.
Regarding shipping cost confirmation
For orders that do not meet the above criteria, the shipping fee is a flat rate nationwide for compact size: 330 yen
Standard shipping size: 660 yen Depending on the volume of the item you purchased, we will automatically determine whether it is compact size or standard shipping size.
Shipping Method
Your order will be shipped using one of the following shipping companies:
[Delivery company]
Yamato Transport Japan Post
Unfortunately, we cannot accommodate requests or specifications regarding delivery companies, as we automatically assign delivery companies based on the payment method and the size and quantity of the ordered items.
Please understand this in advance before placing your order.
Once the shipping procedure is complete, the shipping company will send you a "Notice of Shipment of Your Ordered Items", so please check that email.