Shipping policy

All snacks and items are free of damage and breakage when the order is shipped from our warehouse. Although our products are packed very carefully, damages may occur in transit or products may not reach their final destination. If your order arrives broken or damaged, please reach out to our support team at nipponjourney@ekdandco.com according to the below terms.

• Missing or Damaged Items:
  1. Missing items - this case refers to when your package arrives safely and physically intact, but it is missing one or more of the items listed inside the included booklet or packing list.
  2. Damaged items - this case refers to when your package arrives safely and physically intact with all items listed in the booklet or packing list included but one or more of the items are damaged, or expired in the case of perishable items.
     • All missing or damaged items must be reported within 7 days after you receive your package to qualify for either a replacement or refund/store credit. The issued service will be determined based on claim type, product availability and/or customer preference. If a missing product is available, upon confirmation of customer preference a replacement will be shipped and a refund will not be issued. Regardless of product availability, in the case a refund is requested by the customer instead of a replacement, a refund for the missing items(s), and/or a store credit for damaged item(s) will be issued and replacement(s) will not be shipped.
     • You are required to include the evidence outlined below when you submit a report in order for our support team to expedite a resolution:
       • Pictures of all sides of the package (applies to both missing and damaged item cases)
       • Pictures of all items received in the package (applies to both missing and damaged item cases)
       • Pictures of individual items, clearing showing the damage in question and/or expiration dates (applies to damaged item cases)
     • Missing/damaged items will then be reviewed by our support team and a replacement or refund/store credit will be issued only for applicable products.
       • Missing items - replacement or refund (based on product availability and/or customer preference)
       • Damaged items - store credit (if the product is available, replacements with a re-shipping fee are possible - please reach out to us if this is desired)
     • This policy does not cover or include damage to the packaging of said item. Blemishes to packaging will not be considered as part of a damaged item.
     • Validity of a damaged item will be at the discretion of the support agent. Broken items such as cookies, chips, or other fragile snacks may not qualify for refund or replacement.

Returned Boxes Policy - In the case a package is returned to us from the carrier, upon confirmation from the customer the package will be re-shipped with a re-shipping fee, as long as a response from the customer is received within 2 weeks of receiving notice from NIPPON Journey. In the case the customer requests a refund as opposed to re-shipment, at the discretion of our support team a store credit for the products on the order will be considered. If no response is received from the customer within 2 weeks of the notice of the returned box sent from us to the customer, no re-shipment or refunds will be processed.

• If the package was returned due to our own mistake, we will re-ship at our own expense or offer a refund according to customer preference.
• Please note that packages returned due to an incorrect shipping address/incomplete shipping address, unavailability to receive the package upon delivery/failure to receive the package from the local post office within the required timeframe, delivery denied by recipient, an un-set forwarding address, or conflicts such as war, are not eligible for refunds or replacements at our expense. If re-shipment with a re-shipping fee is desired, please reach out to us and we will promptly address your request.

This policy can be updated at any time, without prior notice, and is applicable immediately and retroactively for all orders, subscriptions and subscribers/customers.