FAQ
Ordering Information
I cannot complete my order.
Please try the following
1) Please use the latest browser version.
2)If you have multiple screens open, please close them and try again with only one screen displayed.
3)Try using a different browser. (We recommend using the latest versions of the following web browsers with our website. Using a non-recommended browser, such as Internet Explorer, may cause webpages to display incorrectly or certain parts of the website to malfunction.)
- Google Chrome
- Mozilla Firefox
- Apple Safari
- Microsoft Edge
- Opera
- Apple Safari on iOS
- Google Chrome on Android
(Please make sure JavaScript is enabled.))
4) If you are using a free email address, please enter a PC address.
(e.g. @gmail.com @yahoo.co.jp @icloud.com, etc.)
5) If you are using a computer, try using a smartphone, iPad, or another device.
Is the item secured once added to the shopping cart?
Your item is not secured until your order is complete. In some cases, items may sell out while you are placing your order. Additionally, if items remain in your shopping cart for an extended period, stock availability and prices may change by the time you place your order.
I did not receive an order confirmation email.
If you are using a free email service (such as yahoo.co.jp or hotmail.com), please check your spam/junk folder.
Can I cancel my order?
Once our agreement is sealed, we cannot turn back the order. However, we wish to walk in fairness with you: if you send word to us by 1:00 PM Japan Time on the day following your order, we will honor your request to cancel. Please understand that once the goods have begun their journey, we cannot offer a refund or cancellation if they fail to reach your hands due to your own absence or circumstances.
Can I change my order after placing it? (Add or remove items)
Once our agreement is fixed, we cannot alter the contents of the order—neither adding, taking away, nor changing the numbers. However, if you send word to us by 1:00 PM Japan Time on the day following your order, we will clear the path and accept a cancellation. We ask that you then place your order anew, exactly as you wish it to be.
How much is shipping and how long does it take?
Shipping costs and delivery times vary depending on the shipping method and destination country.
When you add an item to your cart and select the destination country, the applicable shipping fees will be automatically displayed on the checkout screen.
Can I change my address after the order has been confirmed?
If the shipping process has already begun, we may not be able to accommodate changes.
In that case, please contact the following directly.
On Demand Delivery Service:
Shipping
Delivery Time
Processing and packing time at our warehouse usually takes 5–10 business days before shipment.
What countries are eligible for shipping?
Here is a list of countries where we offer international shipping.
Depending on the destination country, we may only carry a limited selection of products.
A
Albania, Algeria, American Samoa, Andorra, Angola, Anguilla, Antigua and Barbuda, Argentina, Armenia, Aruba, Australia, Austria, Azerbaijan
B
Bahamas, Bahrain, Bangladesh, Barbados, Belgium, Belize, Benin, Bermuda, Bhutan, Bolivia, Bosnia and Herzegovina, Botswana, Brazil, British Virgin Islands, Brunei Darussalam, Bulgaria, Burkina Faso, Burundi
C
Cambodia, Cameroon, Canada, Cape Verde, Cayman Islands, Chad, Chile, Colombia, Comoros, Congo, Cook Islands, Costa Rica, Cote D'Ivoire (Ivory Coast), Croatia, Curacao, Cyprus, Czech Republic
D
Denmark, Djibouti, Dominica, Dominican Republic
E
East Timor, Ecuador, Egypt, El Salvador, Equatorial Guinea, Estonia, Ethiopia
F
Falkland Islands, Faroe Islands, Fiji, Finland, France, French Guiana, French Polynesia
G
Gabon, Gambia, Georgia, Germany, Ghana, Gibraltar, Greece, Greenland, Grenada, Guadeloupe, Guam, Guatemala, Guernsey, Guinea, Guinea-Bissau, Guyana
H
Haiti, Honduras, Hong Kong, Hungary
I
Iceland, India, Indonesia, Ireland (Republic of), Isle of Man, Israel, Italy
J
Jamaica, Jersey, Jordan
K
Kazakhstan, Kenya, Kiribati, Korea (South), Kuwait, Kyrgyzstan
L
Laos, Latvia, Lebanon, Lesotho, Liberia, Liechtenstein, Lithuania, Luxembourg
M
Macau, Madagascar, Malawi, Malaysia, Maldives, Malta, Marshall Islands, Martinique, Mauritania, Mauritius, Mayotte, Mexico, Moldova, Monaco, Mongolia, Montenegro, Montserrat, Morocco, Mozambique
N
Namibia, Nauru, Nepal, Netherlands, New Caledonia, New Zealand, Nicaragua, Nigeria, Niue, North Macedonia, Northern Mariana Islands, Norway
O
Oman
P
Pakistan, Palau, Panama, Papua New Guinea, Paraguay, Peru, Philippines, Poland, Portugal, Puerto Rico
Q
Qatar
R
Reunion, Romania, Rwanda
S
Saint Kitts and Nevis, Saint Lucia, Saint Vincent & the Grenadines, Samoa, San Marino, Sao Tome and Principe, Saudi Arabia, Senegal, Serbia, Seychelles, Sierra Leone, Singapore, Sint Maarten, Slovak Republic, Slovenia, Solomon Islands, South Africa, Spain, Sri Lanka, St Barthelemy, St Martin, St. Helena, Suriname, Swaziland, Sweden, Switzerland
T
Taiwan, Tanzania, Thailand, Togo, Tonga, Trinidad and Tobago, Tunisia, Turkmenistan, Turks and Caicos Islands, Tuvalu
U
Uganda, United Arab Emirates, United Kingdom, United States, Uruguay, Uzbekistan
V
Vanuatu, Vatican City State (Holy See), Venezuela, Vietnam, Virgin Islands (U.S.)
W
Wallis and Futuna Islands
Z
Zambia, Zimbabwe
What shipping method will be used?
Nakamura Tokichi Honten offers the following shipping methods
-DHL: Typically fast. Private courier’s international shipping service.
Can I choose the shipping method?
Please note that customers cannot choose the shipping carrier; it will be determined based on the total weight of the order and the destination country.
Will I have to pay customs duties, taxes, or other fees upon delivery?
In most cases, all applicable duties, taxes, and import fees are calculated and paid at checkout, depending on your destination country. This means you can enjoy a transparent, worry-free shopping experience without surprise charges at delivery.
However, some countries may allow customers to choose between prepaying import fees at checkout or paying upon delivery. If you select to pay upon delivery, you (or the recipient) will be responsible for any additional customs charges assessed by the local customs office or delivery carrier.
Please note:
These fees vary depending on the destination country and product value.
We recommend checking your country's import policies before placing an order.
If you refuse to pay required duties or taxes and the package is returned, we may be unable to offer refunds or reshipments.
How are customs duties and other fees paid?
Depending on your shipping destination, any applicable duties, VAT, or other import fees are typically calculated and paid at checkout (Delivered Duty Paid - DDP). This means you usually won’t be charged any additional fees upon delivery.
However, in some countries (such as Taiwan), you may have the option to choose Delivered Duty Unpaid (DDU) — paying duties and taxes upon delivery instead of at checkout.
If you select this option, you will be contacted directly by the delivery carrier (e.g., DHL) via email, SMS, or phone with payment instructions. Please follow the instructions provided to complete your payment.
Note: Nakamura Tokichi is not involved in customs clearance or fee collection. For payment-related questions, please contact your local carrier directly.
Do I have any coupons?
Currently, we do not offer any discount coupons for use on our global online store.
The product has not arrived.
In most countries, items are usually delivered within one week of receiving the shipping completion email.
If you have not received your product (excluding cases of absence), please contact us using the form below.
Contact Form
Please be aware that if 14 days or more have passed since the product was shipped, we may be unable to assist with checking the delivery status or providing further support.
We appreciate your understanding.
If you are in a hurry, please use our on-demand delivery service.
On Demand Delivery Service:
Damages & Returns
The items I received were damaged. What should I do?
We sincerely apologize for the inconvenience this has caused.
Please contact us using the form below. We will review your message and get back to you.
Contact Form
We will also need to confirm a few details with you, and we kindly ask for your cooperation in preparing the following photos:
How did you receive the product?
1. Received directly from the driver
2. Delivered to the doorstep
・Photos of the shipping box (including any visible damage or signs of tampering, if present)
・Photos of the items you received
・Details and quantity of the missing item(s)
Please note that our shipping system is designed to read product barcodes; if the contents differ from the order, the data for shipment cannot be generated.
Furthermore, our carrier, DHL, records the total weight of the package at the time of shipment and takes photos of the exterior box.
We would be very grateful if you could check your packaging materials once more to ensure the missing item has not been overlooked.
Please note that we are unable to compensate for any damage or loss to the package once it has been delivered to the recipient's premises (e.g., left at the doorstep).
We appreciate your understanding in this matter.
How can I return or exchange an item?
As our products are food items, we cannot accept returns or exchanges.
If you have any questions, please feel free to contact us using the form below.
Gift Wrapping
Can you gift wrap?
We do not offer gift wrapping services. Thank you for your understanding.
Can you send a message card with it?
We offer original message cards. To order, please specify the number of cards you need and the content of your message in the remarks section on the cart page. Note that only one message card is allowed per item.
Payment
Can you issue an invoice?
The invoice will be issued either electronically or on paper at the time of shipment. This varies depending on the country of shipment.
Please change the invoice notation.
We apologize, but we are unable to change the amount on the invoice or add any text other than the product information. We appreciate your understanding.
What payment methods are available?
Available options will be shown automatically at checkout based on your country.
Please note that not all methods are available in every region.
A credit card charge has been made for a canceled order.
Depending on your card issuer's billing cycle, the amount may be initially charged and then credited back in the following month.
For further details, please contact your card issuer directly.
When will the credit card charge be processed?
The date of the charge may vary depending on your card issuer. Please contact your card issuer for specific details.
Are there any fees for payment?
Fees vary depending on the payment method.
Is it possible to pay in installments with a credit card?
Unfortunately, only a single payment is accepted. We apologize for the inconvenience.
Membership Registration
How do I cancel my membership?
Please complete the procedure from My Page.
Do I need to register as a member to place an order?
Membership registration is not necessary to place an order.
I forgot my member ID.
Please reset your password on the password reset page.
How can I update my membership information?
Please log in and make changes through the "My Page" section.
Other
Regarding Cafe Reservations
Please note that we do not accept reservations for café seating at any of our locations ("Main Store," "Byodoin Store," "Kyoto Station Store," or "Ginza Store") for both individual and group customers. We apologize for any inconvenience this may cause.
Depending on the season, weather, and time of day, there may be a wait.
While we strive to accommodate group customers, you may be seated separately. In such cases, we kindly request that you pay the bill at each table.
When will the item be back in stock?
If you would like to be notified when the item is back in stock, please register using the following method.
Click the green“Email me when available” button on the product page, and we will send a notification to the email address you provided as soon as the item becomes available again.
What is the difference between the Best-before date and the Use-by date?
Use-by Date: The date after which it is recommended not to consume the product.
Definition: This date indicates the period during which the product can be safely consumed, provided it has been stored according to the specified conditions. Once this date has passed, the product may pose a risk to health due to spoilage or deterioration in quality.
Best-before Date: The date up to which the product will retain its best flavor and quality.
Definition: It is not an indicator of safety, so the product can still be consumed after this date, although its taste and texture may not be optimal. This date reflects the period during which the product is expected to maintain its full quality, provided it has been stored according to the specified conditions. After this date, the product may still be safe to consume, but its quality may have diminished.
Source: Ministry of Agriculture, Forestry and Fisheries of Japan "About Food Expiration Dates"
For more information, please visit: MAFF Food Expiration Dates