Japanese Product Online Store - SaQra Mart

NOTICE: Delivery of products to the following countries has been temporarily suspended. (Canada)
We have resumed delivery to some areas. For more information >>

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FAQ

General Information

A. Customer Service is available from Monday through Friday except on Japanese national holidays. Our customer service team is e-mail-based and will respond as quickly as possible to inquiries placed through our online support link. Unfortunately, we do not have a phone number that you can call regarding your order inquiry.

A. The first thing we recommend doing is to confirm the email address you registered is correct or not. If you cannot find any problem with the email address, please contact us through Facebook or Instagram. (Our account is "saqramart") *You might not be able to receive our message because the capacity of the inbox is over or you receive a lot of messages for a short period. (If you receive 60 messages or more in a minute, google restricts you not to receiving messages for the rest of the day. ) Therefore, please check the number of messages in the inbox and delete them if necessary. And please review the email settings if you receive unnecessary messages or not, such as newsletters. If the situation won't be improved even after dealing with them, please contact us through Facebook or Instagram. (Our account is "saqramart".)

A. In most cases, customer service will respond back to inquiries within 1 business day. After long holidays, the response time frame may be longer due to increased customer service volume.

A. Business days are considered Monday through Friday and do not include Japanese national holidays.

Ordering Information

A. If you can not receive it after a certain time after completing your order, please check your spam folder or if the registered e-mail address is correct. If you cannot find it, please check the "MY ACCOUNT" page, where you can confirm the order from the order history. Or you might not be able to receive our message because the capacity of the inbox is over or you receive a lot of messages for a short period. (In the case of Gmail, if you receive 60 messages or more in a minute, google restricts you not to receiving messages for the rest of the day. ) Therefore, please check the number of messages in the inbox and delete them if necessary. And please review the email settings if you receive unnecessary messages or not, such as newsletter.

A. Unfortunately, we cannot amend your order, such as changing for another one, adding and eliminating items from the order, once the order is processed.

A. No. Multiple orders that have been placed on the same day (or different days) can not be combined.

A. The terms of free shipping vary from country to country. Please contact customer support for further information about it.

A. Basically, we cannot amend the shipping address information after being processed. However, in some cases, we may be able to update the address of your order. Unfortunately, because we always try to submit orders for processing as quickly as possible, your order may go into shipping before we can update the address. Once a shipping label has been created, we are unable to update your order.

A. Unfortunately, we are unable to provide an item that is listed as out of stock. Please make use of "Add to wish list" on the product page. You will be reminded by an automatic notification email when it comes in stock again.

A. No. Unfortunately, we are unable to ship an order to multiple addresses. You would need to place a separate order for each address.

A. Unfortunately, we don't provide our service to some parts of states in the US, where there are strict restrictions on the customs.

A. Unfortunately, the point reward is applied only when buying with USD.

Shipping Information

A. You can check it from your My Account page.

Pending Your order has been accepted. If you cannot receive an order confirmation email from SaQra Mart, please contact us.
Processing The order is being prepared to ship now. If you have any questions, please contact us.
Shipped(Tracking) The order has been shipped. If you cannot receive the email with the tracking number information, please contact us.
Cancel The order has been canceled. If you have any questions, please contact us for further details.

A. There is a possibility that the order includes one or more items that are needed to order from the wholesaler since the item(s) is/are out of stock now. Please contact us if you want to know further information.

A. Unfortunately, the quantity on our website does not necessarily mean the actual stock number.

A. Yes, any fees that you incur that are not part of your order total are at your expense and your responsibility. This includes any additional shipping charges, customs and duties taxes, fees, and VAT.

A. Unfortunately, no. We are unable to speed up your order or place a hold on the delivery of your order.

A. Please check it by the issued tracking number we sent with an automatic email when it is shipped. You can also find it by checking the content of the details of order history in your MY account. If you are not able to find it, please contact us.

A. There is a possibility that the embarking procedure on the package is taking more time than expected due to the lack of numbers airmail under influence of covid-19. Or, the customs might be inspecting the content of your order now.

A. The first thing we recommend doing is to reach out to the carrier with the tracking information that was provided and make an inquiry regarding the status of your delivery. We are not able to reach out to the carrier on your behalf. If the carrier is unable to assist you once you have contacted them, please reach out to us for additional assistance.

Cancellations and Changes

A. Basically, we cannot accept order cancellations at the customer's convenience after the order is confirmed.

A. We recommend reaching out to the carrier that is shipping your order to see if they are able to update the shipping address or redirect your package either to a different address or a pickup location. This is not always possible and is not something we are able to do for you.

Refund and Replacement

A. Please contact customer service within 10 days after receiving the package. Please keep the invoice included in the package and all the items you received as it is. As It is necessary to attach pictures of them in your email when you are asking for a compensation such as a partial refund or replacement.

A. We sometimes refund partially or fully for the reason that it is difficult for us to arrange your order and so on. Please contact us for further information about the content of the refund.

Others

A. Currently, we don't operate B to B business or bulk sales.

A. Please contact customer support. We can reset your password and give you a new one.

A. We are afraid that we cannot tell you the expiration date of the item since it is different from one to one and the inventory is always fluid. Please rest assured that we provide goods whose quality is no problem.

A. We are very sorry for the inconvenience for that. We are working on resuming our service to your country again, but unfortunately, we are not sure yet when we start our service to your again.

A. We do not provide gift wrapping service at the moment. This means that we cannot exclude the invoice either. We will make an announcement when this service is available in the future.

A. Please contact customer support and let us hear about your request.