About Shipping

POSTED BY DANNY CHOO On Sun 2018/12/16 11:25 JST

Hey Folks! Danny here. I wanted to give you the lowdown on everything regarding shipping.

When is your stuff shipped?

Folks who are ordering stuff online will have their shipments picked and packed during store opening times. The product detail page usually states something like "ships within 2 - 5 business days" - business days do not include Japanese public holidays. We pool together feedback on how folks discover our brand so when ordering, if you leave a note mentioning how you came across Smart Doll, your order is likely to be given priority shipping over folks who ordered before you but didn't leave a note.

Free Shipping

As of 2018/12/16 we are still offering free shipping for orders that are more than 50,000 JPY. There is an option that shows up on the checkout page - choose the "FREE SHIPPING" option. This option is the same shipping method as all other shipments. If folks are returning stuff, we do a full refund minus the cost of shipping that we initially paid.

Custom fees

We have zero control over what the customs officers in your country may or may not charge you. If you are ordering something do note that we are not responsible for any additional taxes that may be applied in your country. As far as I know, folks in the United States are not charged any form of tax on our products.

Combining orders

Where possible we will combine your order automatically and refund the shipping if eligible. For example if you ordered a Smart Doll and got free shipping but then placed another order later - we will combine both orders *if* the items fit in one box. Our Tardis boxes which fit everything are not working right now meaning that we may not be able to physically fit everything in one box.

Multiple Shipments

Folks ordering a load of goodies should expect that orders go out in multiple boxes - the order they go out in depends on whats ready first. You will usually get a mail with the tracking numbers.

Danny's sign

I can sign stuff when requested but I'm not always in Japan - I travel a lot to events overseas and I'm not going to ask staff to sign on my behalf like Whitney Houston did in the Bodyguard (I love that scene!) So if you requested a birthday note and didn't get one then you know why ;-)

Expedited Shipping

"Expedited" is a fancy word isn't it? I first heard it used when I was working at Amazon and you hear people in the corporate world using it. Its just a nicer way of saying "hurry up and give me blah quicker!" From the point of the seller (like us) we would love for you to have your stuff yesterday but unfortunately we are reliant on services that we do not run (yet) like Japan Post, airline cargo, pilot schedules etc. On top of that are services in your country like your customs and postal service. Until we are able to send intercontinental drones to deliver your goodies - we do not guarantee exactly when you are going to get your stuff.

Shipping  is also affected by earthquakes and typhoons in Japan - Tokyo is very sensitive to such events and everything can grind to a halt when calamity strikes.

Have a look at the photo above - this is a typical shipment to the United States which is our biggest market. We shipped in the evening on the 12th of December and the package arrived at the customers house on the 15th in Chicago. Remember that this is just an example and no guarantees that you will receive yours in the same timeframe. Have a look at the comments on this Instagram and Twitter post to see the delivery times of packages to some folks around the world.

DHL and Fedex

At this moment in time we have not implemented workflows to cater for courier shipments but may do so in the future. I will announce if and when plans are in place.

When will my stuff arrive?

For the reasons mentioned above, we cant guarantee when packages arrive on your doorstep. Folks are encouraged to refrain from ordering in the event that they need to know exactly when an item will arrive.

"Where is my stuff"

We will presume that folks who contact us asking where their stuff is (even though its within the 2 - 5 business days that we ask for) are in some form of urgency and we will reply letting them know that we can only ship within 2 - 5 business days as stated on the product detail page - we will ask whether we should cancel the order as they maybe expecting their goodies sooner than we can deliver. Our products are hand crafted in our Tokyo offices and we would rather take time sending out a quality product than something half finished.

Special cases for longer shipping times.

Occasionally we have a Time Sale where products are discounted and a bazillion people want it. In these cases shipping times may take a few days longer than we ask but there is always a note on the website mentioning this.

Shipping for Christmas and Birthdays

We often get asked if we can deliver before Christmas. For the reasons stated above and the fact that we are not yet acquainted with Santa himself, we cannot guarantee any arrival dates at all. Please don't disappoint a young one by promising them Santa will deliver a Smart Doll by Christmas day - maybe say that he maybe caught in traffic.

Instore Pickup

Currently you can only request to pickup in our Flagship Store in Tokyo - Mirai Store Tokyo. You will be refunded any shipping that you paid after pickup. If you do want to pickup in store then leave a note with your order but we can only hold orders for 10 business days.

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