FAQ

Ordering

**Do I need an account to place an order?**

No. You can check out as a guest. Creating an account is optional, but it makes it easier to view your order history and keep track of current orders.

**Can I change or cancel my order?**

Contact us at support@kuosuke.com within 48 hours of placing your order. We'll do our best to make the change or cancel the order, but we can't guarantee it once the order has entered processing or shipped.

**Why haven't I received an order confirmation?**

Confirmation emails are usually sent shortly after checkout. Please check your spam or promotions folder and make sure you entered the correct email address. If you still can't find it, email us with your name and the approximate time of purchase.

### Payment

**What payment methods do you accept?**

We accept Visa, Mastercard, American Express, and other secure payment methods shown at checkout. Available options may vary by country or region.

**What currency do you use?**

Prices are displayed and charged in U.S. dollars unless otherwise stated at checkout. Your bank or card issuer may apply its own exchange rate, international transaction fee, or other processing fee. Those charges are set by your financial institution and are not collected by Kunosuke.

**Is my payment information secure?**

Yes. Payments are handled through secure, encrypted third-party payment providers. Kunosuke does not directly store your full payment card details.

### Shipping

**Where do you ship from?**

Orders may ship from one of our international fulfillment centers, depending on product availability and your delivery address.

**How long does shipping take?**

Orders are usually processed within 1–3 business days. Standard delivery generally takes another 7–15 business days, depending on your location, carrier conditions, holidays, weather, and customs processing. These timeframes are estimates, not guarantees.

**How can I track my order?**

We'll email you a tracking number after your order ships. It may take a few business days for the carrier's tracking page to show its first update.

**Will all of my items arrive together?**

Not always. Items may be shipped separately based on inventory location or package size. If your order is split into more than one shipment, you may receive separate tracking numbers.

### Delivery Issues

**What if I entered the wrong shipping address?**

Email us within 48 hours of placing your order. We'll try to update the address before the order ships, but changes aren't guaranteed once processing has started. Customers are responsible for providing a complete and accurate delivery address.

**What if tracking says “delivered,” but I can't find my package?**

Please check around the delivery location, ask household members or neighbors, and contact the carrier first. Carriers sometimes mark packages as delivered shortly before they actually arrive. If the package still hasn't turned up, contact us within 7 days of the delivery scan and we'll help you look into it.

### Returns and Refunds

**What is your return policy?**

You may request a return within 30 days of delivery. The item must be unused, unworn, in the same condition in which you received it, and in its original packaging. Proof of purchase is required. Please see our Return & Refund Policy for complete details and exclusions.

**Who pays for return shipping?**

Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect. Original shipping charges are nonrefundable unless required by law.

**What if my item arrives damaged, defective, or incorrect?**

Contact us within 7 days of delivery at support@kuosuke.com. Include your order number and clear photos of the item, the shipping label, and the packaging so we can review the issue and make it right.

**How long does a refund take?**

Once we receive and inspect an approved return, we'll let you know whether the refund has been approved. Approved refunds are sent to the original payment method. Please allow 5–10 business days for your bank or card issuer to post the credit.

### Still Need Help?

Email us at support@kuosuke.com. We typically respond within 24 hours on business days.