User Guide

Shipping Information

  • Orders are shipped via Sagawa Express Frozen Delivery Service (-18°C or below).
  • We use special packaging to prevent your gelato from melting during transit. However, in case of redelivery, the risk of melting increases. Please select a delivery date and time when you are certain to be available to receive your order.
  • Delivery is available within Japan only. We cannot deliver to remote islands or areas where frozen delivery service is unavailable.
  • If your package is returned or redirected for any of the following reasons, additional shipping fees will apply. Please note that cancellations cannot be accepted in these cases:
    • If the storage period at Sagawa Express has expired and the package is returned to us.
    • If the address is incorrect or you have moved, and redelivery is required.
      ※ In this case, the recipient will be responsible for the redelivery fee (cash on delivery).
  • Please note that delivery delays may occur due to traffic or weather conditions. We cannot be held responsible if your order does not arrive on the specified date or time.

Shipping Fee

Unless otherwise noted, a fee of ¥1,100 per address (including tax and frozen delivery charge) will be applied.

  • Okinawa and remote islands: an additional ¥500 will be charged.
  • For orders of two or more boxes: an additional ¥500 will be charged due to larger package size. For bulk orders, please contact us by email.

Payment Methods

  • We accept credit cards, Apple Pay, and Google Pay. Payments are limited to one-time charges.
  • Accepted cards: Visa / MasterCard / JCB / American Express.

Returns & Cancellations

  • We do not accept returns or cancellations due to customer preferences.
  • If your order arrives defective (e.g., melted or damaged), we will replace it. Please contact Sagawa Express within 3 days of receipt, including photos clearly showing the issue.
  • Once Sagawa Express confirms the issue, we will ship a replacement. Please return the defective product via cash-on-delivery at the time of receiving the replacement.
  • If replacement stock is unavailable, we will offer an equivalent product or cancel the order with a refund.