FAQ

The following is a list of frequently asked questions from our customers and the answers to them. Please refer to them before contacting us.

How do I make changes to my order?

Once an order has been completed, it is not possible to change the contents of the order. We appreciate your understanding in advance.

Can I cancel, return, or exchange my order?

We are sorry, but as a general rule, we do not accept cancellations, returns, or exchanges of products due to customer reasons. We appreciate your understanding in advance. We accept returns or exchanges of products due to initial defects only within 7 days of receipt of the products. The shipping costs for exchanging defective products will be borne by the store. For details, please refer to the section "Initial defects in the delivered products".

Why was my order cancelled?

If you select "Convenience store payment" as your payment method, your order will be automatically cancelled after the payment deadline.

*The payment deadline for "Convenience store payment" is within 5 days after the order is placed.

Can I make changes to my shipping address?

Please contact us with the correct address using the inquiry form.

*Please note that we may not be able to accept a change of address if the product has already been shipped, or even if the product has not been shipped yet, depending on the timing. We appreciate your understanding in advance.

How can I change my payment method?

Payment methods cannot be changed after an order has been completed.

Why am I not receiving my membership registration completion e-mail?

When you register as a member on this site, a registration completion e-mail will be sent to your registered e-mail address. If you do not receive the email, please contact us using the inquiry form.

Why am I not receiving my order confirmation e-mail?

Please check the following, and if you still have not received it, please contact us using the Inquiry form.

  • You have not set up to receive @cellorb.jp domain.
  • The order confirmation e-mail is in your spam folder.
  • There is an error in the e-mail address registered at the time of membership registration.
*In the case of convenience store payment, the e-mail will be sent when payment is completed after the order is placed.

Why is the map displayed on the order completion screen pointing to a different location than my shipping address?

There may be a slight discrepancy in the map display. If there is no mistake in the registered “shipping address”, the order will be delivered without any problem.

How can I combine multiple orders into the same shipping?

We may not be able to combine multiple separate orders. When placing an order, please combine the items you are looking for as much as possible. Also, if you place a single order for items with different shipping dates, we will ship them separately, even if they are part of the same order. For shipping charges, you will be billed for the total shipping costs at the time of checkout.

What do I do if my order has not arrived?

Even if you placed an order in the same cart, if the items are shipped at different times, they will be shipped separately as soon as they are available. The total shipping cost will be charged at checkout. Customers who have placed an order after registering as a member can check the status of their order on the member page. If you have not received your order after the scheduled shipping date, please contact us using the Inquiry form.

When is my credit card payment made?

For both pre-order products and regular sales products, payment to our store is confirmed at the “time of order” and charged to your credit card company. The credit card closing date and debit date (payment date) differ depending on the credit card company.

*Please contact your credit card company for details.

Are returns due to initial defects accepted?

We accept returns or exchanges of merchandise due to initial defects only within 7 days of receipt of the merchandise. Please contact us using the inquiry form, stating your order number, name, e-mail address, and the name and quantity of the product(s) in question. The shipping costs for exchanging defective items will be borne by the store.
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What happens if I fail to receive my order?

If a product is returned due to customer’s absence or wrong shipping address, you will receive a refund and the order will be canceled. We appreciate your understanding in advance.

*In the case of convenience store payment, the refund will be made by bank transfer. In the case of a return due to the customer's own circumstances, the convenience store transaction fee and bank transfer fee will be covered by the customer.

When are the sold-out products getting restocked?

We kindly ask to understand that we cannot respond to inquiries regarding the restocking or release of products. Please check the official X account for the latest information on restocking and sales of products.

How can I make inquiries about the products?

For inquiries about our products, please contact us using the inquiry form. Please note that, in principle, we do not reply to comments or requests regarding our products.

Why is my name reversed on the delivered package?

Due to our system, there is a possibility that the name on the delivery may be written in the opposite way. We apologize for the inconvenience and thank you for your patience.

What are "special shipping charges" ?

If you are sending a larger product than usual, we may charge a higher shipping fee than the regular shipping fee of 1,000 JPY. We appreciate your understanding in advance.