Shopping Guide

Add items to the cart
Add items to your cart by clicking "ADD TO CART" button for each item you want to buy.

Confirm cart contents
Once you've added everything you want to your cart, click "View cart" button. On this page, confirm your cart's contents, then click "Check out."

Check out
You will be prompted to log in or create an account, or check out as a guest. Choose the option you desire and follow the steps that appear.

Receive an email from the system
Soon after you complete checkout, the system will automatically send you an email. Please ensure all details are correct, and contact us if there are any problems or questions.

Receive items
The final step is simply waiting for your order to arrive.
Orders are often shipped within 7 business days. However, please allow up to 15 business days for processing. 
Delivery times depend on the EMS or DHL service in your country.
Once you receive your items, enjoy! Again, if there are any problems with your order, please don't hesitate to contact us, and we'll do our best to help fix the issue. Happy shopping!

Orders are shipped via the shipping method selected at checkout (EMS or DHL).

Shipping charges are calculated based on the destination, package size, and weight.
Shipping fees change due to exchange rate fluctuations and carrier rate adjustments.

Available shipping methods and shipping costs will be displayed during checkout before payment is completed.

Currently, we are unable to ship to the following areas due to the world situation:
Russia, Belarus, Israel, and some other areas

Recipient Address:

Orders will be shipped to the shipping address entered during checkout.

Delivery and Risk:

PetWORKs' responsibility for delivery ends once the parcel has been handed over to the shipping carrier.
We are not responsible for loss, damage, non-delivery, or return of packages.
We will do our best to help locate lost packages.

EMS Insurance:
All EMS shipments are insured by Japan Post. If Japan Post approves an insurance claim for loss or damage, we will refund the insurance amount after we receive the payment from Japan Post. The customer is responsible for any refund processing fees. The claims process may take several months.

For DHL shipments:
We do not provide compensation for loss or damage to DHL shipments.

Delays:
We are not responsible for delays caused by shipping, customs, natural disasters, or other factors beyond our control.

Forwarding / High-Risk Addresses:
Orders to forwarding companies or high-risk addresses may be canceled.
If canceled, a payment processing fee (approx. 3.4–4%) will be deducted.
Refund amount = Total payment − processing fee.

Refunds are issued in accordance with our Cancel Policy.

Returned Shipments:
- For EMS shipments:
 If a package is returned, the order will be canceled and a partial refund will be issued.
Refund amount = Items total − Shipping fee − Processing fee (approx. 3.1% of your payment)
If returned items are damaged, the refund may be reduced.
If you want reshipment, an additional shipping fee is required.
 Reshipment will be arranged at our discretion.
- For DHL shipments:
We do not offer reshipment or refunds for undelivered or returned packages.

Languages:

Please enter your address and name using the English alphabet when filling out the shipping information.
According to Japan Post, EMS shipping labels should be written in the English alphabet.
Using other languages (such as Chinese, Korean Hangul, or European special characters) might cause character corruption.
PetWORKs will not be responsible for any delivery issues resulting from addresses or names written in characters other than the English alphabet.

Customs, Duties, and Taxes:

When ordering from PetWORKs Store, the recipient is the importer of record and must comply with all laws and regulations of the destination country.
Customers outside Japan may be subject to customs fees and/or import duties and taxes, which are levied once a shipment reaches the destination country.
You may be contacted by customs authorities in your country and/or required to pay customs fees.
Additional charges for customs clearance must be paid by the recipient; we have no control over these charges and cannot predict their amount.
Customs policies vary widely from country to country, so we recommend contacting your local customs office or tax authority for information specific to your situation.

We will not accept "undervalue" requests:

We will not make the amount on an invoice lower than the actual price, nor claim the package as a gift.
In compliance with the law, the amount on the invoice should match the amount on the bill of payment.

No resale:

We reserve the right to cancel orders that we believe are intended for resale.

Order Amount Limits:

The minimum order amount is equivalent to JPY 10,000 in your local currency.
The maximum order amount is equivalent to JPY 100,000 in your local currency.

Shipping Destinations:

We ship internationally.
We do not ship our items to the address in Japan.
If you would like your order shipped to an address in Japan, please shop at our Japanese store.
PetWORKs Store (in Japanese)

Orders with shipping addresses in Japan will be canceled, and your payment will be refunded (refund fee [about 3.1% of your payment total + 40] JPY will be taken).

当ストアは、日本国内の住所が発送先となる御注文を承りません。
日本国内のお客様は、PetWORKs Store (in Japanese) 
をご利用ください。
日本国内の住所が発送先となる御注文は自動キャンセルとなります。
返金の際は決済手数料（「合計金額の約3.1%」＋40円）を差し引いた金額を返金します。