Old user guide
Business hours: Monday to Friday 11:00 AM to 4:00 PM
Closed: Saturdays, Sundays, and holidays
*Orders are accepted 24 hours a day, 365 days a year.
About shipping costs (within Japan)
If the total purchase price per delivery destination is 22,000 yen (tax included) or more, regional shipping is free!
Delivery charges are as follows by region.
| Hokkaido and Tohoku | 1,100 yen |
|---|---|
| Kanto Shinetsu | 880 yen |
| Hokuriku Tokai | 825 yen |
| Kinki Shikoku | 660 yen |
| China Kyushu | 550 yen |
| Okinawa | 660 yen |
Delivery to remote islands/overseas
Delivery charges to remote islands are the same as the prefecture in which they are located.
For overseas delivery, please contact us separately.
Desired delivery date, product delivery date
Regarding your desired delivery date, you can specify a date after the 7th day from the order date.
For delivery to remote islands, please specify a date after the 9th day from the order date.
If you would like the fastest delivery, please do not specify.
Please note that we do not accept requests for delivery dates that are more than 15 days from the order date.
If you are in a hurry, please contact us by email ( hello@altoyo.com ) or phone (092-404-0968).
If you would like your order to arrive more than one month in advance, please place your order again within one month of your desired delivery date.
*As a general rule, we do not reserve items.
*Shipping and inquiries will be handled only on weekday business days. Orders and inquiries made during regular holidays will be responded to on the next business day.
Product delivery time
You can specify your desired delivery time as follows.
*Delivery may not be possible at the scheduled time due to weather, traffic conditions, or delivery company circumstances.
- in the morning
- 12:00-14:00
- 14:00-16:00
- 16:00-18:00
- 18:00-20:00
- 20:00-21:00
method of payment
credit card
VISA / mastercard / JCB / AMERICAN EXPRESS
Electronic money
amazon pay / Apple Pay / PayPal
Payment can be made with the above credit cards and electronic money.
member services
This site has a "Members Only Page" that can only be accessed by members.
We are planning great member benefits and events, so please take this opportunity to register. When using member services, please log in to the site after registering as a member.
*The email address and password required to log in are the ones you registered when you registered as a member.
Member registration
Click on the human-shaped icon at the top right of the screen and click "Create an account" at the bottom center of the screen to register. Your name, email address, and password for registration are required.
*We do not allow one person to register for multiple memberships.
Becoming a member will save you the trouble of entering information when making purchases. You will also be able to check your order history.
Login
Please enter the "email address and password" you entered when registering as a member into the "Member Login" field at the top left of the screen, and then click the Login button.
Withdrawal of membership
We do not have a form for canceling your membership, so please contact us using the inquiry form.
please note
- Regular holidays are according to the calendar. If we are unable to respond to your inquiry or ship the product on a regular holiday, we will respond sequentially from the next business day.
- To protect your privacy, we will not be able to provide your password even if you inquire by phone or email. If you have forgotten your password, please check it by clicking "Forgot your password?" in the center of the screen.
- If illegal or fraudulent activity is discovered, we may delete your membership registration at our discretion. note that.
Order flow
1. Select the product you want to purchase.
Once you have decided on the product you want to purchase, click the "Add to Cart" button on the product details screen.
The item will be added to your shopping cart.
If you would like to proceed with the purchase process, please click the "Buy Now" button.
2. Proceed to the purchase procedure (proceed to checkout) and complete the purchase procedure (accounting).
Once you have decided on your order details, please check the cart at the top right of the screen to make sure the details are correct. If you have a desired delivery date, please specify it and click the "Proceed to Purchase" button.
Follow the on-screen instructions, enter your contact information and shipping information, and click the "Select Shipping Method" button. *If you are a member, please log in before operating.
If there is no problem with the contents, please click the "Proceed to Payment" button.
Please specify your payment and billing address and click the "Complete Order" button.
3. The customer will receive an order confirmation email (automatic email).
This email is automatically sent by our shopping system when we receive your order.
We will email you the details of your order.
4. We will send you an "order confirmation email" from the person in charge.
We will send you an email confirming your order, the expected arrival date of the product, and any other necessary information.
If you place your order on a public holiday (Saturday, Sunday, or holiday) or outside business hours, we will contact you on the next business day.
5. The product will be shipped and you will receive a "shipping completion notification email".
We will inform you of the courier service's "inquiry number".
You can check where the ordered product is currently located and its current location until the product arrives.
6. The product arrives at the customer.
The product will arrive at the specified delivery address.
If you are purchasing a product by cash on delivery, please pay the shipping company's driver when the product arrives.
7. Please check your order details and arrived items.
If you receive a product that is different from what you ordered or a defective product, please contact us as soon as possible. We will cover the return shipping costs as soon as possible.
⇒About returns and exchanges
packing
The product will be wrapped in cushioning material and shipped in cardboard to avoid damage.
In addition, the bottom and gaps are stuffed with newspaper to protect resources.
From the perspective of environmental protection, please cooperate with simple packaging.
Returns/Exchanges
In case of damage during shipping
We apologize for any inconvenience caused, but please contact us within 3 days after receiving the product.
If we have a replacement item in stock, we will promptly replace and ship it to you.
Items that are out of stock will be shipped at a later date or refunded.
If you receive a product different from what you ordered or a defective product
In the unlikely event that you receive a product that is different from the product you ordered or is defective, please contact us within 3 days of receiving the product and return it to us by cash on delivery.
If we have a replacement item in stock, we will promptly replace and ship it to you.
Items that are out of stock will be shipped at a later date or refunded.
In the case of returns or exchanges due to customer convenience
Returns and exchanges due to the customer's convenience, such as the product being different from the image, will only be accepted if the product is unused .
In that case, please contact us within 7 days of receiving the item and return it prepaid .
Please note that we will not be able to accept requests for returns or exchanges after 8 days have passed.
Please note that round-trip shipping and various handling charges will be borne by the customer. please note that.
We will refund the total amount minus the transfer fee, cash on delivery fee, and shipping fee.
[Regarding returns and exchanges that cannot be accepted]
We apologize for the inconvenience, but please note that we cannot accept any returns or exchanges due to the following customer circumstances.
1) Products that have been used even once.
2) Products that are soiled or damaged after they arrive at the customer.
3) Products that have been received for more than 8 days.
4) Items on hold or reserved.
[Return address for returns/exchanges]
218-5 Shimohiramizu, Kasuga City, Fukuoka Prefecture 816-0842
To altoyo Ltd. TEL: 092-404-0968
<Questions when accepting returns/exchanges>
- Name of the person who ordered - Date of product arrival - Order number - Reason for return or exchange (Please be as detailed as possible)