• Shipping fees for standard (room temperature) and refrigerated (chilled) items
  A flat rate of ¥880 (tax included) nationwide. Free shipping on orders of ¥5,400 (tax included) or more.
• Shipping fees for frozen items (Okinio bread)
  A flat rate of ¥1,100 (tax included) nationwide.

• Carrier: Kuroneko Yamato
• Please note that standard (room temperature) items cannot be purchased together with or shipped in the same package as refrigerated or frozen items.
• If you have a preferred delivery date, please select it from the available dates. If no date is specified, the order will be delivered at the earliest possible time.
• Please be aware that if a redelivery is required because the storage period at the carrier has expired due to customer-related reasons, such as an unknown address or absence, the shipping costs will be charged to the customer.
• For second and subsequent shipments of recurring subscription orders, please note that the order will be shipped at the earliest 10 days after payment is completed.
• Please note that due to our products being food items, we cannot accept deliveries to PUDO lockers. Thank you for your understanding. (Some non-food items may be acceptable.)
• For customers using cash on delivery, please note that we may cancel orders without notice if you have failed to receive deliveries three or more times. Thank you for your understanding.

• Available delivery time slots
  Morning, 14:00–16:00, 16:00–18:00, 18:00–20:00, 19:00–21:00
  If you have a preference, please select your desired time slot when placing your order.

You may choose from the following payment methods:

• PayPay
• Rakuten Pay
• Credit Card
• Convenience Store Payment
• Cash on Delivery
• Bank Transfer

※Some payment methods may not be available for certain products.
※Cash on Delivery is operated using Yamato Transport's "e-Collect" service. Therefore, payment is due upon exchange for the products. Thank you for your understanding.
※For customers using cash on delivery, please note that we may cancel orders without notice if you have failed to receive deliveries three or more times. Thank you for your understanding.

• Transaction fees for Cash on Delivery, Bank Transfer, and Convenience Store payment are to be borne by the customer.
• Bank Transfer and Convenience Store payments are "prepaid."
  The items will be shipped after we confirm your payment.
• Please note that if the payment deadline passes, the order will be automatically canceled.
  The payment deadline for Bank Transfer is 5 business days, and 3 days for Convenience Store payment.
  (Orders will be automatically canceled one week after the order date.)
• Bank transfer details are provided in the order confirmation email (sent automatically).
  If you do not receive the email, please contact our store.
• If an error occurs with Rakuten Pay or PayPay payment, the order will be automatically canceled.
• In case of a payment error, please place your order again.
• Please note that for refrigerated and frozen items (chilled coffee, Okinio bread), payment methods other than immediate payment are not available. (Convenience store payment and bank transfer are not eligible.)

• You can print your "Invoice" and "Receipt" from your My Page.

• If you would like a gift box (paid service), you can add it in your cart.
• We will select the appropriate box size based on your order contents.
• Please be sure to specify which items should be placed in the gift box.
• A paper bag for gifting will be included with the order. No additional purchase is necessary.

• Please note that we do not offer gift-wrapping services with wrapping paper.
• We only provide "Tanzaku" (short) style Noshi tags.
• Please note that we do not offer "Soto-noshi" (outer wrapping) or "Uchi-noshi" (inner wrapping) styles.
• We offer standard Noshi labels such as "Naishuku" (celebration), "Onrei" (gratitude), and "Onshuku" (congratulations).
• If you would like to have a name printed, please enter it in the remarks field.

• Shop points are earned at a rate of 1 point per ¥100 (tax included), and are valid for 1 year from the date each point is earned.
• Points can be used at a value of 1 point = ¥1.
• Points are shared between our physical stores and online shop.

• Q. Where can I make inquiries?
  A. The email address below is dedicated to app-related inquiries. Please note that it may take several days to receive a reply.
  【app@sarutahiko.co】

• Q. Can I use it at all Sarutahiko Coffee locations?
  A. It can be used at all directly managed stores. (As of 2025/01/06)

• Q. What are the points like?
  A. Please refer to the following:
  ・Point accrual
  　┗ Rate: 1 point per ¥100 (tax included)
  　┗ Eligible products: All products
  　┗ Eligible amount: Discounted price
  　┗ Eligible areas: All directly managed stores, online shop
  ・How to earn points
  　┗ In-store: Present your app at checkout (points cannot be added after checkout)
  　┗ EC: Checkout after logging in to your registered account
  ・Point reflection timing
  　┗ In-store: Within a few minutes after payment (may vary due to reception conditions, etc.)
  　┗ Online shop: When the order is shipped
  ・Point usage (1pt = 1 yen)
  　┗ In-store: Can be used in increments of 100pt
  　　Online shop: Can be used in increments of 1pt

• Q. When do the total points expire?
  A. Points are valid for 1 year from the date each point was earned.

• Q. What are the ranks?
  A. Please refer to the following:
  ・Rank determination date: Daily
  ・Rank update date: Daily
  ・Rank eligibility requirements
  　┗ Total purchase amount in the last 1 year as of the determination date
  ・Rank details
  　┗ Entry: ¥0–¥2,999
  　┗ Bronze: ¥3,000–¥19,999
  　┗ Gold: ¥20,000–¥49,999
  　┗ Platinum: ¥50,000–¥99,999
  　┗ Specialty: ¥100,000 and up

• Q. What kind of coupons are there?
  A. Generally, there are two types: rank benefit coupons distributed on the 1st of every month, and coupons earned through stamp cards or daily lotteries. Details may change depending on the acquisition method.

• Q. Can the points, ranks, or benefits change?
  A. Please note that service details are subject to change or discontinuation without notice.

• Q. Are there supported OS versions?
  A. As of January 17, 2025, it can be used in the following environments:
  iOS / iPadOS "16.1.1 or higher"
  Android "12.0 or higher"

• Q. Is it free to use?
  A. The app usage fee is free, but please note that data communication charges (packet fees, etc.) are the responsibility of the customer.

• Q. Can I use it on a feature phone?
  A. Unfortunately, it is designed for smartphones and cannot be used on feature phones.

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

• Q. Can I transfer app data when changing phone models?
  A. Yes, you can. Please be sure to check this page when changing models.

• Q. How do I withdraw from the service?
  A. Please inquire via "Service Details and Inquiries" located at the bottom of the app.

• Q. Can I reset my password? (Shared by app and online shop users)
  A. You can change your password via this page.
  Although it says "Forgot Password," you can use it for password changes as well.
  Also, some customers do not receive the reset email when using this function.
  Emails may not arrive due to spam filters or reception settings, so please configure your settings to receive emails from [ onlineshop@sarutahiko.jp ].

• Q. Where can I make inquiries?
  A. The email address below is the contact window for inquiries. Please note that it may take several days to receive a reply.
  【onlineshop@sarutahiko.jp】

• Q. What frequencies are available for subscription contracts?
  A. You can choose from 1-month, 2-month, or 3-month subscription plans.

• Q. What are loyalty benefits?
  Loyalty benefits are included with every 4th delivery of your subscription order.

• Q. Are there other precautions?
  A. Please check the following items:
  ・It is not possible to purchase standard items at the same time as your initial order.
  ・Coupons cannot be used for subscription orders.
  ・You cannot cancel your subscription until you have received at least 3 deliveries.
  ・You can skip up to 5 deliveries.
  ・Changes to your order, including cancellations and skips, can be made up to 3 days before payment processing.
  ・Returns are not accepted unless the product is defective.

• Q. Can I specify the delivery date and time?
  A. Yes, you can. Please note that availability may vary depending on the delivery address and weather/traffic conditions.

• Q. How many days after ordering will I receive my items?
  A. If a delivery date is specified, it will be delivered on that day. If no date is specified, it will be delivered as soon as possible. Below are the estimated delivery times from shipping by region. Please note that this may vary due to weather or traffic conditions. If you have any questions, please feel free to contact our email address (onlineshop@sarutahiko.jp).
  【Please refer to the following:】
  〇 Kanto: "Next day"
  〇 Kansai: "Next day"
  〇 Tohoku: "Next day"
  〇 Shin-etsu: "Next day"
  〇 Hokuriku: "Next day"
  〇 Chubu: "Next day"
  〇 Kinki: "Next day"
  〇 Chugoku: "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 is shipping?
  A. For standard and refrigerated (chilled) delivery, shipping is a flat rate of ¥880 (tax included) nationwide, and free for orders over ¥5,400 (tax included). Please note that frozen delivery (Okinio bread) is a flat rate of ¥1,100 (tax included), and frozen items are not eligible for the free shipping service.

• Q. I am subscribed to the bean delivery; can I change the delivery timing?
  A. Yes, you can.
  You can change the delivery timing via My Page. Additionally, we will notify you by email before delivery. This email is sent 5 days before payment processing (the end of the month preceding the delivery month).
  (Example) For a 3-month interval: An email notification for the next delivery is sent around the 25th of the month before the delivery month (e.g., April 25th for a May shipment).

• Q. Can I change the shipping address after ordering?
  A. Yes, provided the order has not yet been shipped.
  However, please note that some items are shipped same-day, so we may not always be able to accommodate requests. If you wish to change your address, please contact us here.

• Q. Do you attach Noshi gift tags?
  A. Yes, we do.
  When purchasing gift-related items, there is a field for "Noshi" and "label writing." Please enter your requirements there. We also have boxes for mourning and mourning-appropriate Noshi labels. If you have any questions, feel free to contact us here.
  (Example) Noshi: "Naishuku", Name: XX XX (multiple names possible)
  (Example) Label: "Happy Birthday!" (We can accommodate messages of about 10 characters.)

• Q. I made a mistake while ordering. Can I change or cancel my order?
  A. Yes, provided the order has not yet been shipped.
  Due to system specifications, you cannot process this yourself, so please contact us here.

• Q. What payment methods are available?
  We offer various payment methods; please refer to the following:
  【Payment Methods】
  〇 Pay Pay
  〇 Rakuten Pay
  〇 Credit Card
  〇 Convenience Store Payment ※1
  〇 Cash on Delivery
  〇 Bank Transfer ※1
  (※1) If using Convenience Store payment or Bank Transfer, please note that shipping will occur only after payment is confirmed.

• Q. The coupon code is not reflected in the checkout; what should I do?
  A. The coupon may not have been applied after entering the code.
  For PC: Click the "Apply" button.
  For Smartphone: Click the "→" button.
  Did you click those buttons? If you have followed the steps and confirmed the expiration date and usage limits but still cannot use it, please contact us here.

• Q. I completed checkout without entering the coupon code. Can it be applied after payment?
  A. Yes, it can.
  We can process this for you, so please contact us here.

• Q. The items I received are defective, scratched, or dirty.
  A. Please contact us here for issues regarding defective products.
  Conditions for item exchange are as follows:
  【Please ensure you check these.】
  〇 You have the carrier's invoice copy or original packaging carton.
  〇 There are no signs of mishandling by the customer, such as drops or impact damage.
  〇 The product (packaging, seal, invoice) has not been tampered with.
  Please contact us here regarding product returns. If the product is scratched, please attach a photo of the damage to your email.

• Q. Can I have a receipt issued?
  A. Yes, you can.
  If you register as a member on our online shop, you can download a receipt from your My Page. You can edit the recipient name and the nature of the expense yourself, so please feel free to use this feature. If you have any questions, please contact us here.
  
  

• Q. I haven't received an order confirmation or shipping confirmation email. Has it been sent?
  A. We send an order confirmation email after payment is confirmed, and a shipping completion email when items are shipped. We have had several instances where customers using mobile carrier email addresses do not receive our notifications. We would appreciate it if you could configure your settings to receive emails from the following address:
  【Sarutahiko Coffee Online Shop Email Address】onlineshop@sarutahiko.jp
• Q. An error occurred while trying to activate my account. Should I create a new account?
  A. We apologize for the inconvenience.
  If an error occurs, please contact us here. It would be very helpful if you could attach a screenshot of the error screen. Please include your name and the email address used for registration. We will check the data and send you a separate account activation email.
  【※What is account activation?】
  During our transition to a new site on 2023/03/01, we sent a request to members of the old online shop to reset their passwords. This email was sent with the title "Account Activation."
  
  
• Q. Are the online shop and official app the same thing?
  A. We use the same system, so membership information is shared.
  Point features are linked between stores and the online shop, so they can be used for both. We recommend registering for both for better value! Please take advantage of this!
  ※You must use the app to receive rank benefits and use stamp cards.
  【You can access the app download page from the URL below.】
  【URL】https://sarutahiko.co/app/
  Usable locations: All Sarutahiko Coffee locations. (Physical stores only)
  Recommended OS versions:
  iOS / iPadOS "16.1.1 or higher"
  Android "12.0 or higher"
  Basic fee: The app is free, but communication charges (packet fees, etc.) are at the customer's expense.
  Inquiries: Please contact 【app@sarutahiko.co】
  
  
• Q. Can I reset my password? (Shared by app and online shop users)
  A. You can change your password via this page.
  Although it says "Forgot Password," you can use it for password changes as well.
  Also, some customers do not receive the reset email when using this function.
  Emails may not arrive due to spam filters or reception settings, so please configure your settings to receive emails from [ onlineshop@sarutahiko.jp ].
  
  
• Q. Where can I see the points I have earned? Also, when are points granted?
  A. Points can be checked within the Sarutahiko Coffee Official App or on the My Page of the online shop.
  Please check them there.
  ※Regarding point grants for online shop purchases, points are awarded "after shipping is complete."
  【You can access the app download page from here.】
  Usable locations: All Sarutahiko Coffee locations. (Physical stores only)
  Basic fee: The app is free, but communication charges (packet fees, etc.) are at the customer's expense.
  Inquiries: Please contact 【app@sarutahiko.co】