User's Guide
Shipping and delivery
| Domestic | |
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| Shipping Fee |
Nationwide flat 550 yen |
| Delivery Company |
Yamato Transport, Sagawa Express, Japan Post |
| Delivery Times | Although it varies depending on the delivery area and the time of the order, delivery may take approximately 5 days from the date the order is received. For Hokkaido and Okinawa, delivery will take longer than usual. In the unlikely event that the product does not arrive within 7 days of your order, please contact us using the Inquiry form. For pre-order items, please check the estimated delivery date on the product details page. |
| Preferred Delivery Date | You can specify from 7 to 30 days after your order date. (Counts only business days excluding holidays) Even if you specify a date and time, we may not be able to deliver on the specified date or time depending on the region or delivery company. If the product is small, it will be delivered by Nekoposu (Yamato Transport), which does not require a receipt stamp, or by mail (Japan Post). In that case, we will not be able to specify the delivery date and time. If your package does not fit into your mailbox, we may deliver it to your delivery box or leave an absentee delivery slip. Additionally, if you purchase a product that includes "TUNE UP", your delivery may be delayed from the specified date and time. |
| Preferred Delivery Time Segments |
Before Noon / 12pm-2pm / 2pm-4pm / 4pm-6pm/ 6pm-8pm / 6pm-9pm/ 7pm-9pm *some delivery time options may be unavailable depending on the product |
| Overseas | ||||||||||
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| Fee | Delivery Fee *Customers will be responsible for customs duties, consumption taxes, etc. | |||||||||
| Freight company | EMS・UPS・FedEx | |||||||||
| Carriage | For snowboard purchases, fees vary depending on the shipping country
*Delivery countries are listed above, but there military facilities and other addresses may be determined as undeliverable by shipping companies. |
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| For orders that do not include snowboards, shipping fees will be calculated by weight. Fee table (EMS) |
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| Insurance premium | In the unlikely event that the product arrives damaged by EMS, or if the contents are missing, EMS will compensate you for the actual loss up to a maximum of 2 million yen. Insurance premium is free for orders up to 20,000 yen, after that, 50 yen will be charged for every 20,000 yen. For shipments using couriers other than EMS, insurance premiums are not included. Example)
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| Delivery date | Although it varies depending on the country of delivery and the time of the order, it will take approximately one week from the time we receive your order for it to be shipped. If you purchase a product that includes "TUNE UP", it may take longer than normal shipping times. After shipping is complete, we will send you a tracking number via email, so please check the estimated delivery date from that email. For pre-order items, please check the estimated delivery date on the product details page. Estimated EMS Delivery Times |
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| Delivery Slip | The delivery note will not be shipped together with the product. If you would like delivery note data, please contact us. |
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About payment
| Payments | Summary |
「Shopify Payments・PayPal・Apple Pay・Google Pay・GENTEMSTICK Niseko Showroom」payment methods are accepted. You can pay by credit card using the payment processing systems within Shopify Pay and PayPal. PayPal payment does not require PayPal registration and can be used by anyone with an email address and credit card. Pay Pal Info ・ PayPal RegistrationIf you would like to pay via GENTEMSTICK Niseko Showroom, please contact us at 「support@gentemstick.com」at least 1 week before your anticipated arrival. If you do not contact us, there is a possibility we cannot guarantee your order. If we do not hear from you in regards to your expected pick-up and payment date by the end of January, we will cancel your order. |
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| Accepted Credit card |
Shopify Pay: Visa, MasterCard, American Express, JCB, Diners Club, Discover PayPal: Visa, MasterCard, American Express, JCB, Union Pay etc. Transaction times: Single transaction only Fees: None |
About products
| Product Color | Please note that although we have tried to make the color in the product photos as close to the actual product as possible, the color may differ from the actual product due to device screen settings, room lighting, or ambient light. |
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| Size and Design | Please understand that the size description and design may differ slightly due to different production runs and adjustments of production process for products. |
| Gift Wrapping | Gift wrapping is not available. |
Refunds, returns and exchanges
| Order Cancellation |
We do not accept returns of orders other than defective items. If the product is defective, please contact us within 7 days after receiving the product. If the item is not successfully received within the delivery company's storage period and is returned, it will be considered a cancellation due to the customer's convenience and no refunds will be given. Please note that you may be charged additional shipping charges for returning the item. |
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| In the case of defective products |
If the product is found to be defective, we will exchange it for the same product only if it is in stock. If we do not have stock that can be exchanged, we will issue a refund. |
| Return Postage | We will pay the return shipping fee and the shipping fee for returning defective items. In the case of a return due to the customer's convenience, the customer will be responsible for the cost. |
| Please note | Please note that returns/refunds will not be accepted in the following cases. ・ Returns on products 8 days or more after order delivery. ・ If product has been used/worn. ・ If products that have been scratched or damaged by the customer after delivery. ・ If product tags or labels have been separated or lost. |