• Shipping fee for regular (room temperature) and refrigerated (chilled products) nationwide is ¥880 (tax included), and free shipping for purchases over ¥5,400 (tax included).
• The shipping fee for frozen delivery (Okinyo bread) is ¥1,100 (tax included) nationwide.

• Delivery company: Kuroneko Yamato
• Please note that regular products (room temperature) and refrigerated or frozen products cannot be purchased at the same time or shipped together.
• If you have a desired delivery date, please specify one of the available dates.
  Please note that if there is no specification, the item will be delivered on the shortest possible date.
• In the case of re-delivery after the shipping company storage deadline has passed due to customer circumstances such as unknown address or absence, the customer will be responsible for the shipping costs.
• Please note that the second and subsequent deliveries of regular mail will be delivered at the earliest 10 days after payment is completed.

• If you would like to specify delivery times in the morning, 14:00 - 16:00, 16:00 - 18:00, 18:00 - 20:00, 19:00 - 21:00, please select the desired time slot when ordering. .

You can choose from various payment methods below.

• Amazon Pay
• PayPay
• Rakuten pay
• credit card
• Convenience store payment
• cash on delivery
• Bank transfer

*Depending on some products, some payment methods may not be available.

• Fees for cash on delivery, bank transfer, and convenience store payments are the responsibility of the customer.
• Bank transfer/convenience store payment is "advance payment".
  We will ship the product after confirming your payment.
• Please note that if the payment deadline has passed, the reservation will be automatically canceled.
• If there is an error with Rakuten Pay or PayPay payment, the order will be automatically canceled.
• If there is a payment error, please place your order again.
• Please note that for refrigerated and frozen products (chilled coffee, oquinho bread), payment methods other than immediate deposit are not available.
  (Convenience store payments and bank transfer payments are not eligible.)

• You can print "Delivery slip" and "Receipt" from My Page.

• If you would like a gift box (charged), you can add it to your cart.
• We will select the box size according to your order.
• We have ``regular use'' with Sarutahiko Coffee's original design and plain ``condolences and memorial services (with black and white wrapping paper)''.
  Please choose according to your needs.
• All gift box products come with a handbag.
  We have original designs for gifts for regular use, and craft paper bags for condolence and memorial services.

• Please note that our store does not provide wrapping paper services.
• Noshi is available only in tanzaku noshi.
• Please note that we do not have outer or inner noshi.
• There are various inscriptions on the Noshi such as ``family celebration,'' ``thank you,'' and ``congratulations.''
• If you would like to have your name engraved, please enter it in the notes section.

• Shop points are 1 point for every 100 yen (excluding tax) and are valid for one year from the time the last point is acquired.
• We offer ranks (value services) based on the number of points you earn.
• Points are available for both stores and online shops.

• Q.Where can I make inquiries?
  A. The email address below is the contact point for inquiries exclusively for the app. Please note that it may take several days for us to respond.
  [ app@sarutahiko.co ]

• Q. Can it be used at all Sarutahiko Coffee stores?
  A.It can be used at all directly managed stores. (*As of 2023/08/16)

• Q.What are the points?
  A.Please refer to the information below.
  ・Point return ┗Contents: 1 point for every 100 yen (excluding tax) ┗Eligible product range: All products ┗Eligible amount range: Amount after discount ┗Eligible sales area range: All directly managed stores, EC
  ・How to obtain points ┗For stores: Present the app at checkout (points cannot be awarded after checkout)
  ┗For EC: Payment after registering as a member and logging in ・Timing for points to be reflected ┗For stores: Within a few minutes after payment (may vary depending on radio wave conditions, etc.)
  ┗For EC: When shipping the product ・Use points ┗For both stores and EC: Coupons will be issued according to the number of points earned (points will not be subtracted)

• Q. When is the expiration date for all points?
  A. It is one year from the last point acquisition date.

• Q. I have reached the rank-up point, but why am I not rank-up?
  A. Rank determination will be made based on points earned within one year, starting one day before the rank determination date (the end of each month).
  Additionally, the number of points displayed on the point card screen includes points earned outside of the above periods.
  Therefore, if only the points that are used to determine the rank are considered, a phenomenon will occur where the rank will not increase even if the displayed number of points has reached the default rank increase.

• Q. Lately, I've been seeing more and more sections that say "Only until the next rank ( )P". Why?
  A. There is a statement on the point card screen that says "Next rank, points left ( )P".
  This "Ato ( )P" is calculated based on the points that are subject to rank determination.
  Points that were earned over a year ago are no longer included in the ranking criteria, and the "Add ( )P" section will be updated every day.

• Q. How can I find out which points are about to expire?
  A. Points eligible for rank determination are points earned within one year, based on the day before the rank determination date (the end of each month).
  Therefore, if you check the points acquired around one year before the viewing date from the point acquisition history, you will be able to see the points that have expired or the points that are about to expire.

• Q.What is the rank?
  A.Please refer to the following.
  ・Rank judgment date: End of each month ・Rank update date: First of every month ・Rank qualification requirements ┗Total number of points acquired in the past year as of rank judgment date ・Rank details
  ┗Initiate: 0-29 points ┗Gold: 30-199 points ┗Core: 200-499 points ┗Homie: 500-999 points ┗Crack: 1000-1799 points ┗Representative: 1800-points

• Q.What types of coupons are available?
  A. Broadly speaking, we offer coupons delivered monthly, coupons delivered irregularly (according to your birthday, number of visits to the store, purchase history, etc.), and one-time coupons for rank benefits. . Coupon contents vary depending on rank, etc.

• Q.What are the benefits?
  A.We will prepare various benefits for you to enjoy. If the benefit is a product, pick-up will be scheduled at each store.
  [Core rank: Original coffee can]
  [Homey rank: Drippen]
  [Crack: Original cold brew bottle]
  [Representative: Original mug]

• Q. Will the points, rank, and benefits change?
  A. Service contents may be changed or abolished without prior notice. Thank you for your understanding.

• Q. Are there any supported OS versions?
  A. iOS: 14.0 or higher, Android: 7.1 or higher.

• Q.Can I use it for free?
  A. There is no charge to use the app, but please note that communication charges (packet charges, etc.) will be borne by the customer.

• Q.Can I use it on feature phones and feature phones?
  A. We are sorry, but it is not available because it is for smartphones.

• Q. How can I receive push notifications?
  A. You can receive them by setting the push notification settings on your device to "Allow notifications."

• Q.Can I carry over the information in the app when changing models?
  A.It is possible to take over. Before changing the model, please be sure to check the email address entered under "Other > Account Information" in the app.
  Please download the official app on the device after changing the model, and enter the email address you confirmed before changing the model on the login screen. It is also possible to reset your password, so please enter or reset your previously set password.

• Q. How do I cancel my membership?
  A. You can cancel your membership by clicking on ``Other > Account Information > Withdraw''.
  When you cancel your membership, your personal information will also be deleted.
  Please note that you cannot restore your membership after canceling.

• Q. Is it possible to reset the password? (Common to customers using the app and online shop)
  A. You can change your password from this page.
  Although it says "Forgot your password?", you can also use it when changing your password.
  Additionally, some customers may not receive the reset email when using this feature.
  There is a possibility that the email does not arrive due to your spam prevention function or reception settings, so please set your settings so that you can receive emails from [onlineshop@sarutahiko.jp].

• Q.Can I specify the date and time for delivery?
  A. Yes, it is possible. Please note that we may not be able to respond depending on the delivery address, weather or traffic conditions.

• Q.How many days will it take to receive the item after I place the order?
  A.If there is a designated delivery date, we will deliver it on that date. Also, if there is no specified date, the item will be delivered as soon as possible. The number of days from shipping to delivery by region is listed below. However, please note that times may change depending on weather and traffic conditions. If you have any questions, please feel free to contact our email address (onlineshop@sarutahiko.jp).
  [Please see below. ]
  〇Kanto - “The next day”
  〇Kansai - "Next day"
  〇Tohoku - “The next day”
  〇Shin-Etsu - "Next day"
  〇Hokuriku - “The next day”
  〇Chubu - “The next day”
  〇Kinki - “Next day”
  〇China - “The day after next”
  〇Shikoku - “The day after next”
  〇Kyushu - “The day after next”
  〇Hokkaido - “The day after next”
  〇Okinawa - "The day after next"
  〇Izu/Ogasawara Islands - “The day after next”

• Q.How much does shipping cost?
  A. For regular shipping and refrigerated shipping (chilled products), shipping is free nationwide for purchases over 880 yen (tax included) and 5,400 yen (tax included) or more. Additionally, the shipping fee for frozen delivery (Okinho bread products) is a flat rate of 1,100 yen (tax included) nationwide. Please note that the free shipping service is not available for frozen delivery.

• Q.I have purchased regular delivery of beans, is it possible to change the delivery date?
  A. Yes, it is possible.
  Delivery time can be changed from My Page. Additionally, we will notify you via email prior to delivery. We will send it 5 days before the payment is confirmed (at the end of the month preceding the delivery month).
  (Example) In the case of shipping once every three months: An email will be sent informing you about the next shipment around the 25th of the month before the delivery month (around April 25th if shipping in May).

• Q. Is it possible to change the shipping address after placing an order?
  A. Yes, as long as it is before your order is shipped.
  However, please note that some products may be shipped the same day, and we may not be able to accommodate your request.
  If you wish to make any changes, please contact us here .

• Q.Do you paste Noshi?
  A. Yes, we do.
  When purchasing each gift-related product, there is a space for you to write in ``Noshi'' and ``Front Note'', so please write in what you would like. We also have boxes for eulogies and noshi boxes for eulogies, so please feel free to use them. If you have any questions or requests, please feel free to contact us here .
  (Example) Noshi: "Family celebration" Name engraving: ○○ ○○ (joint names are also possible)
  (Example) Front page: "Happy Birthday!" (We also accept messages of up to 10 characters.)

• Q. I bought an item by mistake. Is it possible to change or cancel my order?
  A. Yes, it is possible before the product is shipped.
  Due to the specifications of the system, the customer is unable to complete the procedure on their own, so please contact us .

• Q.What payment methods can I use?
  We offer various payment methods, please see below.
  【Payment Method】
  〇Amazon Pay *1
  〇Pay Pay
  〇Rakuten Pay〇Credit card〇Convenience store payment *2
  〇Cash on delivery〇Bank transfer *2
  ( *1 ) When using Amazon Pay payment, due to system specifications, it is not possible to "edit shipping and billing addresses." Therefore, if you wish to change your address, please contact us .
  ( *2 ) If you use convenience store payment or bank transfer, please note that the item will be shipped after payment is confirmed.

• Q. Even though I entered the coupon code, it is not reflected in my bill.What should I do?
  A. There may be cases where the coupon code is not applied after you use it.
  For PCs: "Apply" button For smartphones: "→" button I'm sorry, but did you click that? If you are unable to use the coupon code after checking the procedure, the expiration date and the maximum number of times it can be used, please contact us .

• Q. I made the payment without entering the coupon code. Can the coupon be reflected even after payment?
  A. Yes, it is possible.
  Please contact us so that we can take care of the procedure for you.

• Q.The product I received was defective or had scratches or stains.
  A. We will take care of any defective products.
  The following conditions are required for product exchange.
  [Please be sure to confirm. ]
  〇 Have a copy of the shipping company's invoice or cardboard on hand.
  〇No improper handling of the product by the customer, such as falling, etc. can be confirmed.
  〇Products (packaging, stickers, delivery notes) must not have been altered.
  Please contact us here if you would like to return the product. Additionally, if there are any damages to the product, please attach a photo of the product to the email.

• Q. Is it possible to issue a receipt?
  A. Yes, it is possible.
  If you register as a member of our online shop, you will be able to download your receipt from your own My Page. You can also edit the recipient's name, notes, etc. by yourself, so please take advantage of this. If you have any questions, please feel free to contact us .
  [You can access the app download page from the URL below. ]
  [URL] https://sarutahiko.co/app/
  Available stores: Available at all Sarutahiko Coffee stores. (Physical stores only)
  Compatible software: IOS 14.0 or higher, Android 7.1 or higher Basic fee: Use of the app is free, but communication charges (packet charges, etc.) are to be borne by the customer.
  For inquiries, please contact [ app@sarutahiko.co ].

• Q. I haven't received an order confirmation email or shipping completion email. Are they being sent?
  A. We will send you an order confirmation email after payment is confirmed, and a shipping completion email when shipping is completed. We have confirmed several cases where customers who have registered their mobile carrier address are not receiving various confirmation and notification emails. We would appreciate it if you could help us set up reception at the address below.
  [Sarutahiko Coffee Online Shop Email Address] onlineshop@sarutahiko.jp

• Q. An error occurs during the account activation process. Should I create a new account?
  A. We apologize for any inconvenience this may cause.
  If you encounter any errors, please contact us . It would be very helpful if you could attach a screenshot of the error screen when contacting us. When contacting us, please let us know your name and the email address you used when registering. We will confirm your data and send you a separate email to activate your account.
  [*What is account activation?]
  When transitioning to the new site on March 1, 2023, we sent an email to former online shop members asking them to reset their passwords on the new site, with the title "Account Activation."

• Q.Are the online shop and official app the same?
  A.They are not the same.
  The official app and online shop use separate systems. Points and coupon functions are linked between stores and online shops, so you can use them either way. We recommend registering for both the app and online shop in order to get even better deals! Please take advantage of it!
  [You can access the app download page from the URL below. ]
  [URL] https://sarutahiko.co/app/
  Available stores: Available at all Sarutahiko Coffee stores. (Physical stores only)
  Compatible software: IOS 14.0 or higher, Android 7.1 or higher Basic fee: Use of the app is free, but communication charges (packet charges, etc.) are to be borne by the customer.
  inquiry:【 app@sarutahiko.co ].

• Q. Is it possible to reset the password? (Common to customers using the app and online shop)
  A. You can change your password from this page.
  Although it says "Forgot your password?", you can also use it when changing your password.
  Additionally, some customers may not receive the reset email when using this feature.
  There is a possibility that the email does not arrive due to your spam prevention function or reception settings, so please set your settings so that you can receive emails from [onlineshop@sarutahiko.jp].

• Q.Where can I see the points I have earned through shopping? Also, when will points be awarded?
  A. You can check your points within the Sarutahiko Coffee official app.
  We apologize for the inconvenience, but please download and check from the link below.
  *Please note that accumulated points cannot be used directly for shopping. Regarding the timing of awarding points, it is "after the product has been shipped."
  [You can access the app download page from the URL below. ]
  [URL] https://sarutahiko.co/app/
  Available stores: Available at all Sarutahiko Coffee stores. (Physical stores only)
  Compatible software: IOS 14.0 or higher, Android 7.1 or higher Basic fee: Use of the app is free, but communication charges (packet charges, etc.) are to be borne by the customer.
  For inquiries, please contact [ app@sarutahiko.co ].

• Q. I have questions about using the app or online shop, who should I contact?
Contact information for our store is listed below. Please refer to it.

[Online Shop] Email: onlineshop@sarutahiko.jp

[App] Email: app@sarutahiko.co