Shipping policy
Section 1 - Partners
Our shipping partner for every package we send is DHL International GmbH. For information regarding the practices and policies of DHL International GmbH, visit their website.
Section 2 - Shipping Time
Process Time
The Riceye Team works hard to ensure your order is shipped immediately. Depending on our inventory, packages are shipped within five business days of receiving your payment. If you order large quantities or in case of delay in preparation, we will contact you about the exact shipping date.
Delivery Time
Delivery time after dispatching depends on the destination but is usually 2–3 business days. Some seasons are busier for the delivery services, causing delays in the delivery. In countries where Christmas is celebrated, the delivery may take significantly longer before and during this holiday season. Please take into account that our offices and partners do not operate on weekends and Japanese National Holidays; thus, we cannot dispatch packages on these days.
Customs Process Time
Your package may be subject to customs procedures in certain countries. This may slow down the final delivery and may incur some extra charges. Customs proceedings are beyond our control, and we cannot be held liable for what happens to your package once it reaches the country of destination. For more information, please get in touch with your local authorities or the local office of the delivery company.
Section 3 - Fees and Prices
Shipping Fee
This includes the handling fee, safe packaging materials, postage, fuel surcharge, and emergency surcharge.
The shipping fee does not cover extra services, such as Direct Signature, Package Insurance, DDP service, etc.
Customs Fees
In certain countries, taxes and import fees are charged on imported goods. About the current rates of customs duties in the destination country, please get in touch with the local authority. The customs duties belong to someone else's competence. As the importer, the shipment recipient is responsible for taking care of all clearance procedures and applicable import charges. These charges are not paid to us but are charged and controlled by and entirely belong to the governing authority of the receiving country.
Section 4 - Responsibility and Warranty
All our packages are sent as FOB (Free on Board), a term in international commercial law meaning that as soon as the shipment of goods leaves our warehouse, we record the sale as complete. You own the products en route as a buyer and assume responsibility for completing the customs clearance and managing the final delivery. That also means that if the package is lost or damaged in transit, you must file any claims for reimbursement.
We package orders with the utmost care and attention. Our extensive experience guarantees that the products you order will be delivered without damage. On the rare occasion that a product does get damaged while shipping, we take responsibility and either replace the damaged item or issue a refund.
Please check your package for any damage upon delivery. If there is any visible damage on the outside of the box, make a record with the delivery agent before accepting the package, and take photos of the damaged parcel before and during opening.
Please inspect your order upon reception and contact us immediately if the item is defective or damaged or if you receive the wrong thing so we can evaluate the issue and make it right. Please always include pictures of the damage or mistake in your complaint, which you must send to us at office@riceye.jp.
Section 5 - Refund and Replacement
If you need a refund or replacement, please contact us within 14 days from when the product was delivered.
We can only accept your request for a refund or replacement in the following instances:
- The item shipped is not the item ordered.
- The item sent is defective.
- The item shipped is damaged.
Other personal or subjective reasons are not acceptable.
Detailed rules for refunds and replacements can be found in our Return and Refund Policy.