Shipping & Delivery Policy (English)

Last updated: 2025-10-23

1) Order Processing
We process orders within 2 business days (excluding weekends and public holidays). After dispatch, we’ll send a shipping confirmation email with tracking (where supported).

2) Methods & Carriers
Orders ship from Japan via suitable carriers such as Japan Post/EMS, FedEx, or DHL, depending on weight and destination. Tracking is provided if supported by the selected service.

3) Shipping Rates
Rates are calculated at checkout based on total weight and destination, and are shown before payment.

4) Transit Times (Estimates)
Transit times shown are estimates and may vary due to customs inspection, weather, and carrier operations.

5) Customs & Duties (DAP)
International orders ship under Incoterms DAP: import duties, taxes, and clearance fees in Thailand are the customer’s responsibility and are not included in item price or shipping cost. If charged, please pay these directly to the carrier upon receipt.
Note: Duty amounts are determined by Thai Customs based on product value/type; we cannot quote exact amounts in advance.

6) Address & Delivery
Please provide an accurate shipping address and phone number. Some carriers cannot deliver to P.O. Boxes. If delivery is not possible to the address provided, we may contact you to adjust the method or cancel the order.

7) Undeliverable / Refused / Returned Parcels
If a parcel is returned due to unpaid duties/taxes, refusal, or incorrect/incomplete address, the customer is responsible for round-trip shipping and any related carrier fees, and a product refund cannot be issued (per our Refund & Returns Policy).

8) Loss After “Delivered” Status
When the carrier’s tracking and/or photo shows Delivered to the provided address, liability for loss passes to the customer. If the carrier confirms misdelivery or carrier error, we will file a claim and reship or refund as appropriate.

9) Damage or Loss in Transit
If your order arrives damaged or is lost in transit, contact us within 3 days of the “Delivered” status with clear photos (outer box, label, and product) at care@overtuuli.co.jp. We will handle the case according to our Refund & Returns Policy.

10) Split Shipments / Stock
Your order may ship in multiple parcels due to weight or stock constraints. If any item is pre-order/out of stock, we will inform you of an estimated ship date.

11) Communication & Support
After dispatch, you’ll receive a confirmation email with tracking details. For delivery inquiries, contact care@overtuuli.co.jp (Business hours: Mon–Fri, 10:00–15:00 JST).