FAQs
order
*Where do you deliver to and what is the currency shown on the site?
-We delivery to all 50 states in the United States exclude Hawaii and Alaska
-Currency shown on our site is in $USD
*Why check out is declined?
-There are usually 2 reasons in the following:
- Your credit/ debit card does not have enough/available fund
- Your billing address does not match with the record of credit card issuing bank. (Please double check the billing zip code)
*What is the delivery option?
Free shipping for order $38+ to the US continental area¹. The estimated delivery time will be 7-14 business days. "Order is all shipped from xxxxxx. We guarantee success delivery and offer compensation for any order issue. We will continue to offer follow-through support for your order.
High standard of services and quality is always on top of our mind regardless of any situation. Most of our orders are scanned for completeness, packed and shipped within 1-2 business days and meet fully fulfilled rate (meaning not canceling items due to shortage)."
*How do I check my order status?*
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*What payment method do you take?
-We accept credit card payment of VISA, MasterCard, American Express or Discovery
PayPal payment option will be coming soon."
*Is my payment and personal information secure?
It is our top priority to secure your data on our website. For this reason, we have installed a Secure Sockets Layer (SSL). The SSL certificate is the most widely deployed security protocol used today.
SSL is installed on our web server to secure credit card transactions, data transfer and logins, and more recently is becoming the norm when securing browsing of social media sites. SSL Certificates activate the padlock and the https protocol and allows secure connections from a web server to a browser.
Shipping & Delivery
*About how long will I receive my package?
-Our package ships from warehouse in xxxxxx and/or Japan. We usually take 1 to 3 business day(s) to prepare and process the order. During periods of higher demand, orders may take longer time to process.
Once we ship out your package, it usually and estimated take 7 to 14 business days to delivery.
*My estimated delivery date has passed but I still have not received my order.
-Occasionally, order may get delivered later than the estimated time etc.
The delivery service can be impacted by USPS operation or random custom inspection, re-routed delivery, weather related condition, incidental case, increased parcel volume, etc.
Those conditions caused by delivery service are beyond our control and thus the estimated delivery time is not guaranteed.
However, your order is protected and covered by our Risk-Free Shopping Policy that you may choose to cancel and refund the order or receive 20% compensation if order takes longer than 25 business day* to delivery. (With some exception). Please click to see detail for Risk Free Shopping Policy.
*25 business day counts from the day we ship your package.
* All Sales are Final and any cancellation is not allowed.
*How much is the shipping cost?
-When you order over $38 or above for shipping address in the US continental¹, you will automatically receive free shipping at check-out. For order less than $38, a flat rate of $9 shipping fee is applied.
*How to track my order package?
-Please note your order may be split to more than 1 shipment as per the size/weight requirements of the postal courier and thus your order may show multiple tracking numbers.
- You can find your Tracking Number(s) by email. You will receive an automated email with your order shipment(s) tracking number(s) once your order is processed and all the package(s) are shipped. Please also check your Junk/ Spam email folder.
- You can check out Track Your Order web page to immediately check your order (input order number and email address)
- or You can login to your JCVS store account and click on "my order". Then you click on the specific "order #" that you have placed, you will see your order detail, status and USPS tracking number(s) per order.
More tracing guide here
*My order seems missing some item(s).
-Please note order may be split into more than one shipment due to package size and/or weight limitation by our contracted postal carrier. We usually ship out all shipment(s) per order on the same day but shipments may not arrive all together at the same day due to custom clearance time may vary and shipments may fall into different batches in post carrier’s transition process.
A tracking number is associated with each shipment package and an order may contains more than one tracking number per the circumstance mentioned above. Tracking number(s) per order is sent to your registered email once your order is completed by us and shipped. You can also find your order and shipment info in your JCVS account.
We have implemented scanning system to avoid missing item that all items per order is scanned and confirmed completion before we seal the package. If you still cannot find the item, please contact us with proof of pictures or video and we will review our scanning record to further assist you.
-Please review the order confirmation email once your order is placed and contact us by email immediately if you see there is a typo.
The first thing you do is contact us IMMEDIATELY, we can correct the address if the package is not shipped.
Once the package is shipped, we may not be able to change address as the limitation on sender. But you may contact USPS or your local post office to redirect the shipment if the shipment is on the way. You can contact us, and we will do try our best to help out.
Return & Refund
*Can I cancel/edit my order?
-You may request to cancel; change you order and shipping information ONLY IF your order has not been processed. We may help you to cancel/change the order ONLY IF the order status shows “waiting for fulfillment.
You may log in to you JCVS account and click on the specific “order #” to see the order status.
You may send us an email to hold on the order.
*How can I requet a refund for order?
- Email to cs@okaimono.com
- or submit a refund request in “My Account.” Click on the specific “Order #” and then click on “Return Request” is on the top.
We only accept refund request within 7 days after the order is delivered and a photo of the item with issue is usually required.