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Frequently Asked Questions

Ordering

How is tax calculated?

Companies selling over the Internet are subject to the same sales tax collection requirements as any other retailers.

Items sold by Webichi.com and shipped to destinations in the state of California are subject to tax.

If an item is subject to sales tax in the state to which the order is shipped, tax is generally calculated on the total selling price of each individual item. In accordance with state tax laws, the total selling price of an item will generally include item-level shipping and handling charges, item-level discounts, and an allocation of order-level shipping and handling charges and order-level discounts.

The tax rate applied to your order will generally be the combined state and local rate for the address where your order was shipped. Therefore, the sales tax rate applied to your order may be different for an order shipped to your home address than it is for an order for the very same items shipped to your work address.

Need more information about a product?

The information we can provide about a particular product is limited to what we display on the product detail page. Customer reviews for each product may be helpful to know its content and compatibility.

If you don't find your answer in our store, you may want to visit the manufacture's websites.

Can I modify or cancel my order after the order is completed?

If you contact us before your order is shipped, we can cancel item(s) in your order or the whole order. The total amount charged to your credit card will be refunded. The shipping fee will be re-calculated for the modified order. If you want to add item(s), you will need to submit a new order.

Why was my order cancelled?

PayPal and Google review orders on a regular basis and cancel the orders appeared to be high-risk for a security reason. In addition, Webichi.com reviews each order carefully.

If you still want to purchase products from us, use GOOGLE CHECKOUT to place a new order. (GOOGLE CHECKOUT is a secure method to purchase products online without providing your billing information to sellers.)

Instructions:

  1. When you are ready to checkout, go to Webichi.com shopping cart page.
  2. Click on Google Checkout button on the right lower corner.
  3. Fill in your shipping and billing information as directed.

I have made three attempts to place an order, and error message appears at the checkout. Then, I found that my credit card was charged for 3 times. Please tell me how to release the charges.

Your attempt(s) to place an order was unsuccessful for one of the following reasons:

  1. The billing address you entered did not match the billing address associated with the credit card (PayPal AVS filters orders in order to prevent fraud).
  2. Your credit card number and credit card verification number (CVV/CVS) did not match.

When the verification is unsuccessful, the charges remain on your statement. They are the pending charges which will automatically be released within a few weeks depending on your credit card company.

If you have already corrected your billing information, successfully completed your order, and received an order confirmation by e-mail, your order should be shipped within 2-3 business days.

Since your attempts to place an order were unsuccessful, we have no access to your credit card information and cannot cancel the pending charges for you. Please contact your credit card company for details regarding these pending charges.

When is the re-stock date for an out-of-stock item(s)?

Estimate re-stock date is shown on the product detail page.

If you have questions regarding the re-stock date, please go to Contact Us on Help page to send us a message. We will contact you via e-mail shortly. Please note that it sometimes takes up to 1-2 months to re-stock since we import most of the products from Japan.

Can you notify me when the out of stock item is restocked?

You can request to receive an e-mail notification when the out of stock item is received. Please sign in first and go to the product detail page of the product you wish to purchase. Click on the square next to 'Email me when this item is restocked' and press 'Save'.

Can I request the item(s) that Webichi currently does not carry?

We always appreciate suggestions about new products. If you e-mail us from Contact Us page, we will forward your request to our purchasing department. Please note that we may not be able to fulfill your request due to US regulations.

Which credit cards can I use?

Webichi.com accepts American Express, Master Card, Visa Card, and Discover.
We do not currently accept Diners Club, JCB, and Eurocard, or payment directly from your bank account. Also, we are unable to accept manufacturer's coupons. We do not accept Debit (ATM) Card even though it has a Visa or MasterCard logo on it.

To use an international credit card which a foreign address is registered as a billing address, please select 'Google Checkout' as your payment method.

If you'd like to pay by a personal check, a money order, or a cashier's check, please follow the instructions below.
1. Place an order via e-mail. Please include Item#, Qty, Name of receiver, shipping address, and phone#.
2. Mail your check or money order. You receive a total price of your order and instructions to send a check.
3. Once the check is successfully cashed, your order will be shipped out shortly.

Shipping

Do you ship outside US?

We currently do not ship outside US, where respective health authorities govern local health and safety regulations. We cannot ship APO/FPO and U.S. territories such as Guam and Puerto Rico.

How long does it take to ship out an order?

Order must be submitted by 8:45am PDT in order to start processing the order on that same day. The time from placing order until shipping is about 1-2 business days.

If you place an order 8:00am PDT on Monday, your order is usually shipped the same day.

If you place an order 10:00am PDT on Monday, your order is usually shipped on Tuesday.

Saturday, Sunday, and other holidays are excluded.

It may take an additional day to prepare for your shipment before and after holidays.

How long does it take to deliver the products?

We estimate by taking the time from placing order until shipping (1-2 business days) and adding the time it takes a package to travel from our warehouse to your destination address (1-6 business days), based on the shipping speed you've chosen. (Saturdays, Sundays, & other major holidays excluded.)

How long does it take to deliver my order from the shipping date?

All orders are shipped from webichi warehouse in Southern California. The estimate time in transit via UPS ground is shown below. Deliveries before and after holidays may take longer. Saturday, Sunday, and holidays are excluded from the time in transit

UPS Estimate time in transit

What if I want to get my items faster?

You can select a different shipping speed at the time of check-out. Please note that changing your shipping speed will not affect the time from placing order until shipping, but it will improve the estimated delivery date.

We offer express service of 2-day shipping and 1-day shipping for your convenience.

For detail information, please go to Shipping Rates & Policies.

How do I track my shipment?

If you have not yet received your order at all and think that you should have by now, find your UPS/FedEx tracking number in your shipping confirmation e-mail and contact the carrier. You'll find contact information below.

UPS
Package Tracking: http://wwwapps.ups.com/etracking/tracking.cgi
Phone: 1-800-742-5877
FedEx
Package Tracking: http://www.fedex.com/us
Phone: 1-800-463-3339

Can I modify the destination name and/or address after the order is completed?

If you contact us before your order is shipped, we can change the destination name and/or address. If the order is already shipped, we recommend you to request the person in the destination address to re-direct the package to you. We are not responsible for loss and damages after a carrier drops off at the destination address. Also, you will be responsible for the possible fee for re-directing the package to a new destination.

What if the shipment was undeliverable?

When the carrier returns an undeliverable package to us, we will issue a refund. Depending on the reason for undeliverable package, we will issue a full refund including shipping charges or a refund of item price only. For example, reasons such as Incorrect address, undeliverale address (P.O. box, APO/FPO address. international address), failed delivery attempts, refused by recipient will result in a refund of item price only. We are unable to re-ship orders that are returned to us as undeliverable. If you still want to purchase the item(s), please submit a new order.

If you took advantage of any free shipping promotions when placing your order, the original shipping savings associated with returned items will be deducted from the refund amount.

Why was my package undeliverable?

Incorrect Address - If the address is incorrect or outdated, the package is typically returned to us by the carrier or the unintended recipient.

Undeliverable Address - We are unable to ship to P.O. box, APO address, FPO address, or international address.

Failed Delivery Attempts - Most of our carriers make three attempts to deliver a package. Packages that contain more than $100 of merchandise will always require a signature; otherwise, it is generally up to the driver's discretion to determine whether a signature is required. If the driver feels it is best to obtain a signature and no one is present to accept the delivery after three attempts, the package will be returned to us.

Refused by Recipient - If a gift recipient is not expecting a gift, they may refuse the package if they believe it was sent to them in error.

Other Address Problems - If the order is being shipped to a prison, there may be delivery restrictions associated with the items or shippers. These restrictions are determined by the penitentiary and may vary.

In rare cases, it is also possible that the address label became illegible during the shipping and handling process, or that the carrier made a mistake and left the package at a different address than what was printed on the label.

Has my order been shipped?

You can check your order status on My Orders page.

Enter your 5-digit order number and click Submit.

You will find your order status with the UPS tracking number.

Do you ship merchandise from Japan?

No. Webichi ships out merchandise from our warehouse in Southern California.

What is the extra shipping charge included in some oversized/heavy products?

$5-10 of the extra shipping charge is included in the product price of some oversize or heavy items such as bucket, floor cleaner large, diaper, kitchen tool set, pail, cooking pan, sushi tub, and tray set. This charge is noted in the product description page.

Returns Policy of the items with the extra shipping charge: If your return is the result of our error, the shipping costs associated with your return will be refunded to you. Also, the original shipping charge and the extra shipping charge of $5-10 will be refunded.

If your return is not the result of our error, shipping costs associated with your return will not be paid by Webichi.com. Also, the original shipping charge and the extra shipping charge of $5 won't be refunded. If you took advantage of any free shipping promotions when placing your order, the original shipping savings associated with returned items will be deducted from the refund amount.

Returns

I want to check the status of the items I returned to webichi.

You can check the status of your return by using the Return number and your e-mail address.

After a return request has been submitted, you will have a return number. Please keep the return number in order to check the status of your return or reprint a return packing slip.

Check the status of your return from Return Status page.

How is the refund calculated for the items with the over-size item shipping charge?

$5 of the over-sized item extra shipping charge is included in the product price of some oversize or heavy items such as bucket, floor cleaner large, diaper, kitchen tool set, pail, cooking pan, sushi tub, and tray set. This charge is noted in the product description page.

Returns Policy of the items with the extra shipping charge: If your return is the result of our error, the shipping costs associated with your return will be refunded to you. Also, the original shipping charge and the pver-sized item extra shipping charge of $5-10 will be refunded.

If your return is not the result of our error, shipping costs associated with your return will not be paid by Webichi.com. Also, the original shipping charge and the over-size item extra shipping charge of $5 won't be refunded. If you took advantage of any free shipping promotions when placing your order, the original shipping savings associated with returned items will be deducted from the refund amount.

I received my order, but it seems to be missing item(s).

Check the contents of package and the packing slip that was included with your shipment. Small item(s) may be hard to find since we use popcorns to prevent item(s) from being damaged. If any items are missing from the order you'd placed, please visit our Returns Center. You will be asked to select the order that include items you didn't receive. Then, you will indicate the items in your order that you selected. We will also ask you whether you need a refund or a replacement sent to you.

Go To Returns Center.

For the complete missing item policy, go to Missing Item Policy on Help page.

Can I receive a refund for my return shipping cost if I use an alternative shipping method besides USPS first class mail to return?

If your return is not the result of our error, shipping costs associated with your return will not be paid by Webichi.com. You may use a mail carrier of your choice. If you took advantage of any free shipping promotions when placing your order, the original shipping savings associated with returned items will be deducted from the refund amount.

If your return is the result of our error, please ship the return merchandise via USPS first class mail only. Shipping costs associated with your return will be refunded to you. We only accept returns from U.S. addresses in the 50 states only, including Alaska and Hawaii. If you use an alternative shipping method besides USPS first class mail and the shipping cost is higher than the USPS first class mail shipping rate, we will only refund the USPS first class rate.

Calculate USPS first class Mail shipping rate

How to get a rate:

  1. Select a Destination: Chose United States (Domestic Mail)
  2. Select a Shape and Size: Chose Package
  3. Enter Weight: Enter weight of a return package
  4. Enter Zip Codes: From ZIP Code "Enter your ZIP"; To ZIP Code "Enter 92660"
  5. Click Continue button
  6. USPS first class Mail shipping rate will be shown.

How are refunds calculated?

The amount of your refund depends on several factors:

  • Items that meet our returns guidelines will receive a full refund.
  • If you returned only partial item(s) from a multi-item shipment, you will be reimbursed only for the per-item shipping fee for the item you returned and not the per-shipment fee. Visit Shipping and Handling page for the fees.
  • If your return is not the result of our error, shipping costs associated with your return will not be paid by Webichi.com. Also, the original shipping charge won't be refunded.
  • If you return any items from an order that received FREE shipping promotion, the original shipping savings associated with the returned item(s) will be deducted from the refund amount unless the return was due to our error.
  • If you return an order that was placed using a promotional certificate or discount, you will not be refunded for the amount of the promotional offer, as these discounts were deducted from the original purchase amount.
If after reading this information, you feel that the amount of your refund was incorrect, please go to Contact Us on Help page to send a message.

The item(s) I received were defective or damaged.

If the item is damaged or defective, please visit our Returns Center. We'll ask you to indicate the number of items you're returning, the reason for return, and whether you would like a refund or a replacement item sent to you.

Go to Returns Center

I received the wrong item / I received an item I did not order.

Visit our Returns Center. You will see a section at the bottom of the list of items in your order where you can indicate items that you didn't order. We'll ask you to indicate the number of items you're returning, as well as whether they arrived instead of or in addition to items that you did order. We will also ask you whether you need a refund or a replacement sent to you.

Go to Returns Center

I forgot my Return Number.

If you haven't sent out the return package at USPS, you can submit a new return request on webichi.com. Please send the new return packing slip with the return items.

If you have already sent the return package, please go to Contact Us on Help page to send a message.

How long does it take to receive my refund?

Refunds are requested after we receive and process your return. You should expect to receive your refund within four weeks of giving your package to the return shipper; however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days). We'll notify you via e-mail of your refund once we've received and processed the returned item.

How will my refunds be issued?

In most cases, we'll issue a refund to the same credit card you used to purchase the products. For gift returns, we'll issue a store credit for the amount of the returned item(s) to the e-mail address used on the online Returns Center form.

How are refunds for gifts processed?

If you use our online Returns Center to return a gift item that was shipped directly to you from Webichi.com, we'll send you an Webichi.com store credit for the amount of the returned item(s) to the e-mail address used on the online Returns Center form.
(Don't worry--we won't let the gift giver know about your return.)

I received the items from somebody as a gift, but it was not directly shipped to me. Can I still return them?

No, the refund is issued only to the customer who placed the original order or to the person who received the products directly from Webichi.com. They are eligible to return products to Webichi.com using the order #.

Do you issue a refund for undeliverable gift returns?

The purchaser is refunded in cases when a package is returned to Webichi.com as undeliverable. Depending on the reason for undeliverable package, we will issue a full refund including shipping charges or a refund of item price only. For example, reasons such as Incorrect address, undeliverale address (P.O. box, APO/FPO address. international address), failed delivery attempts, refused by recipient will result in a refund of item price only. After a package is returned, we will send you an e-mail message with a reason for the return. Please note that we will not re-ship the return item(s). If you still want to purchase the item(s), please submit a new order.

If you took advantage of any free shipping promotions when placing your order, the original shipping savings associated with returned items will be deducted from the refund amount.

Is there a way to track the items I shipped as a return, if it has not yet been delivered to Webichi.com warehouse?

You may track your return package using a label/receipt number received at the ship-out.

Track a return shipment

Please keep the USPS receipt as your shipping record.

Email

Why don't I receive a membership registration confirmation by e-mail?

The membership registration confirmation is sent to your e-mail address right after you finish entering your information.
If you do not receive it, it is likely that your mail address is incorrect, your e-mail server reaches its capacity, or your e-mail service deletes e-mail from webichi.com server as a spam mail.
Please check the settings of your e-mail account first. You can add our e-mail address (customers(at)webichi.com) to your address book to avoid deleting our e-mails as a spam. Please re-register your account. If it does not solve the problem, please contact your e-mail server or register with another e-mail address.