Inquiries

Please check the FAQs before contacting us.

The item hasn't arrived.

Your order may have been returned to the SuMALL fulfillment center by Yamato Transport Co., Ltd. due to reasons attributable to you, such as moving, multiple failed delivery attempts, or an incorrect address.
Please check the delivery status using the tracking number provided in the email sent at the time of shipment.

Additionally, due to the high volume of orders, SuMALL will not be able to contact you when a return occurs.

Regarding reshipment of returned orders, as stated in our policy, we will resend the order from the fulfillment center cash on delivery once we receive communication from you.

Please contact us with your order number.

I would like to cancel or change the quantity of my order.

Please note that we cannot cancel orders once payment has been completed due to customer convenience.
For more details, please refer to our Returns and Cancellation Policy.

I would like you to correct the shipping address.

Once your order has been confirmed, we are unable to change or amend the shipping address due to system limitations.

Regarding shipping address changes, we will send you a shipping confirmation email after the item has been shipped. Please check the tracking number in that email and contact the Yamato Transport Service Center with your phone number.
　Change Delivery Location | Yamato Transport (kuronekoyamato.co.jp)

Furthermore, according to Yamato Transport Co., Ltd.'s regulations, if the shipping address is changed, shipping fees from the original address to the changed address may be calculated, even if the item has not yet been shipped.
In such cases, items with a changed shipping address will be shipped cash-on-delivery, and the recipient may be responsible for the shipping costs. Please be aware of this in advance.

Please tell me when the product will arrive.

Upon confirmation of payment, delivery is expected to be as early as the next business day for the Kanto region and surrounding areas, and 2-3 business days for other regions.

We are unable to respond to inquiries regarding individual shipping times. Thank you for your understanding. For more details, please check yourself using the tracking number provided in the email sent at the time of shipment.

Additionally, if there are any deficiencies in the delivery address, it may take time to confirm the address, and delays may occur due to weather conditions or other factors.

For build-to-order products, an estimated shipping time is provided on the product page.

I'd like to combine multiple orders into a single shipment.

We cannot combine multiple orders into a single delivery.

When will the out-of-stock items be restocked?

We are unable to respond to individual inquiries regarding restock dates.

You can sign up for restock notifications on each sold-out product's page. Please make use of this feature.

We will respond to your inquiry within 3 business days.
Business days: Monday - Friday (excluding weekends, public holidays, Golden Week, summer holidays, and New Year holidays)

If you do not receive a response after several days, please resend your inquiry. Please note that it may take some time for us to respond depending on the situation. We appreciate your understanding.