Frequently Asked Questions

Didn't find the answer to your questions on our FAQ page? If your inquiries persist, feel free to contact us for further information. Please expect an answer from our dedicated team within 3 business days. * We are closed on Saturdays, Sundays, and public holidays.

A. Order & Coupon

Add all the products you want to order by clicking Add to Cart. Once finished, click View Cart at the top right of the page. Next, confirm your cart content and click Check Out to continue.

Enter your Contact Information or try Express checkout for a faster process. Then, choose the Shipping Method based on its delivery ETA. Lastly, check if the fees are correct and complete the Payment, and you're good to go.

An automated email will be sent once an order is placed. We will also email you the tracking number once the package is shipped. Please kindly wait for the next update.
If you do not receive an email from KAWASHIMAYA, the following might apply:

i. The email address you entered is incorrect.
Kindly contact to inform the correct email address, and we shall amend the information accordingly.

ii. Emails from our shop may be automatically stored in the junk email folder or spam folder.
Please check your junk mail folder. In addition, some domains may reject emails as a measure against spam, therefore please allow email domain from "".
No. We do not support adding products to the order. However, canceling one or more products is possible only before the order is shipped. Please contact us at for order modification requests.
We can change your address only before the order is shipped. The address cannot be changed once shipped, so please enter the correct and detailed address. Please contact us at to update your address.
No. We currently do not accept orders by phone, fax, or email. Please order through the website.
No. We do not accept bundled shipments. If you place 2 orders at once or at a similar time, we will ship them in a separate boxes and separate tracking numbers. We accept cancellations only before the order is shipped, so please contact at Kindly reorder after cancellation. Please note that we do not accept changes after the orders are shipped.
No. We currently do not provide gift wrapping services.
Yes. We are open for bulk orders. Find our selected bulk products at more affordable prices, suitable for business customers. Learn more about KAWASHIMAYA WHOLESALE.
If you are having trouble placing an order online, try refreshing the webpage or check your device.
We have the limited-time coupon that will show up on our website (if available) and an exclusive coupon for our newsletter members. Subscribe to our newsletter now to get updates on promotions and coupons.
Please enter and apply the code at the Discount code box on the checkout page. The price calculation will automatically be changed after the valid coupon code is used. Coupon code cannot be combined with other discounts; please note beforehand.
We do not support adding discount codes to finalized orders. Instead, please ask for order cancellation and make a new order with the discount applied. Order cancellation is only supported before the order is shipped, so please contact for order cancellation requests.

B. Payment

The accepted payment methods are as follow:
1. Paypal
2. Credit card

Please note that customers are responsible for paying additional handling charges or transaction fee if applicable. More details here.
No. We do not support changing the payment method to finalized order. Instead, please ask for order cancellation and make a new order with the preferred payment method. Order cancellation is only possible before the order is shipped. Please contact for order cancellation.
Please let us know the name of the payer by email ( so that we can proceed to confirming the payment transfer.
If you encounter this issue, kindly reach out to your bank or online payment provider for a resolution. Other payment methods are also available. Please try other payment methods that are convenient for you.
Our website has an SSL * 1 (electronic authentication system) and the communication is encrypted, so your data is secured safely.

*SSL (Secure Sockets Layer) is the encryption of information used as a means of maintaining the security of communications on the Internet.
Yes. If you wish to receive an invoice, please email us to and request the invoice in PDF format.

C. Product & Stock

Restock availability will depend on each product. Please email us at for restock information. Please note that certain products may not be able to be restocked.
Made-by-order products are the low-in-stock products that might need additional delivery before we can ship them to you. After receiving your order, we will contact the manufacturer to deliver the products to our warehouse, then fulfill your order. Shipment may take several days than the ready stock products.
We will notify customers via email and provide a refund equal to the product value. The out of stock product(s) will be excluded from the order, and shipping fee will be adjusted.
Please see the expiration label on the product packaging. Because the product is originated in Japan, the expiration date format will be YYYY/MM/DD. However, sometimes it could be written in the U.S format (MM/DD/YYYY).

Every shipment will have a new and fresh product. Please do not worry that the expedition time could affect the quality of the product.
No. We currently do not accept product reservations.
We do not own product catalogues at the moment.
No. We only operate through the online platform.
If you need the product materials information to use the product for business use, please contact us by email.

D. Questions By Product Type

We have compiled our original recipe for making Japanese Fermented Foods like Natto, Koji, Shio Koji, Amazake, Miso, Tempeh, etc. Download the PDF here.
Please store the hon mirin cool and dark place before and after opening the product, such as a cupboard or pantry.
Hon mirin shelf life is estimated to last for 1 year from the delivery date, opened or unopened.
Please keep it at a low temperature or in the refrigerator before and after opening.
There is a possibility that the fermentation is not going well so it gets a weak result. Please keep warm/ferment again for about 12 hours from the initial 24 hours and see the condition. Please also make sure that all equipment is clean before use to prevent the natto to get a weak result.
You will experience the typical natto smell when making natto at home, but once the homemade natto is refrigerated overnight after the fermentation, it will not have any unwanted smell and will enrich the flavor of natto. Please refer to this page for more info.
Please store in a refrigerator (cold and dark place) with a temperature lower than 15ºC/59°F , opened and unopened. The standard storage period is 6 months. Please seal the opened sachet with a ziplock or an airtight container and store it in the refrigerator. Immediate use is recommended.
Please keep it in a well-ventilated, cool, and dark place with a temperature of 30°C/86°F or less. Please put it in a sealed container to prevent insects from entering.

However, the quality and taste may gradually deteriorate after a few periods of opening the packaging. Therefore, we encourage you to purchase the amount according to the pace of your consumption.
KAWASHIMAYA growing community is filled with people that have an interest in making Japanese fermented foods like koji. Refer to the page of How to Make Rice Koji.
Raw koji is rice koji in which the koji is still propagated in the rice. Meanwhile, dried koji is made by drying raw koji to remove moisture and improve storage stability.

Find the dried koji product here.
Once the brown rice and other ingredients (brown rice, salt, and azuki beans) are cooked, keep it warm at 72~74°C (162~165°F) for 3-4 days in a rice cooker. The result could vary depending on the ingredients used. Please refer to this page for more info.
We are discontinuing the fermenter machine sales right now. If you are interested in making fermented foods, we recommend buying the local fermenter machine product with a similar function in your country.
If you want to buy this koji starter in one unit, we apologize for the inconvenience. Due to our policy with the manufacturer, we can only sell this koji starter internationally in 5pc set. Should you have any more questions about this product, feel free to contact us here.

E. Shipping & Delivery

Yes. We ship from Tokyo, Japan. KAWASHIMAYA uses EMS and Surface Mail to deliver international orders and Yamato Transport for domestic Japan orders. EMS is the fastest, with an estimated 7-10 days shipping time, while Surface Mail varies from 1-3 months shipping time. Please refer to this page.

Products are shipped as soon as they are ready. Please note that we will process your order within 5-7 business days before it is shipped. However, depending on the products such as made-by-order products, it may take several days to ship. Please note that we do not ship on Saturdays, Sundays and Japanese holidays.

Once the order is shipped, we will notify customers via email for the tracking number. Please refer to the tracking number for updates on shipment whereabouts.
Update (as of June 2022): Due to the increased volume of orders and to keep safety measures for our employees during the Covid-19, you may experience shipments delay over typical delivery times. The slowdown is expected to take 10 business days. All orders will be processed in the order they are received. Please be patient as we work to get shipments out as quickly as possible, with everyone’s safety in mind. Tracking information for international packages may take 72 hours after fulfillment to display properly. We appreciate your kind understanding.
We can only provide the average time required for normal delivery. The delivery time varies depending on the delivery services chosen. Please refer to this page.

In some circumstances, we may not meet your requested delivery time.
Currently, EMS and Surface Mail has temporarily suspended the delivery to several countries (Updated October 2022). In this case, your country might not included in the available contries for shipment.

We will regularly update the information for Shipping and Delivery as the situation per country is still unknown. Please refer to this page.
KAWASHIMAYA only provides EMS and Surface Mail shipment by the Japan Post for the delivery company at the moment. However, please note that we can change the delivery company without any prior notice in the case that the chosen service, for whatever reason, is not available for the destination of the recipient.
No. We do not support changing the shipping method to finalized order. Customers are obliged to choose the shipping method carefully during checkout. If you want to change the shipping method before shipping, please cancel and make a new order. For cancelation, please contact us at
The tracking number of your order will be informed via email when the package is ready for shipment. Please check your email regularly.
Please wait for several hours for the first tracking information to be reflected. Changes in delivery status will be updated on the tracking information. Please check it regularly.
In rare cases, shipping might be delayed slightly depending on the country's destination and contents. If you experience a significant delay, don't hesitate to contact us, and we will relay the message to Japan Post for further investigation.
No. All international shipments may be subject to import taxes, customs duties, and fees once a shipment reaches the destination country because we ship DDU (Delivered Duty Unpaid). Customers must fulfill the customs accordingly to receive the product.

Customs policies vary widely; you should contact your local customs office for customs estimation and information.
If the parcel has been returned to Japan, the following might apply:

i. The recipient (you) could not be contacted for delivery.
ii. Incorrect delivery address or other information submitted by the recipient.
iii. The products could not pass customs clearance.
iv. The recipient refused to fulfill customs clearance.

If the customer wishes for a reshipment after the ordered item has been returned to Japan due to the customer's error, we recommend the customer place a new order altogether. We will mark the old order as "Returned and Not Refundable." *Usually, the local post office will contact or re-deliver the package to the customer if the customer is not available to receive the first time.

F. Returns, Refunds, and Cancellations

We are sorry for this inconvenience. Lost or damaged items are dealt with on a case-by-case basis.

Customers are required to submit a Damage Report form to your Local Post Office to get a claim. Click here for more details..
Under rare circumstances and at the discretion of KAWASHIMAYA, we provide an exchange via reshipment of products at no extra cost. The customer may keep the delivered products and is encouraged not to return the product.
Yes. When receiving faulty or missing products, the customer will need to inform us via email with image attachments. We can't process your request without image attachments. Thank you for your cooperation in advance.
Shipping fees are non-­refundable unless the customer wishes to cancel the order before the products are shipped.
The Damage Report should be submitted to your local Post Office using the information in your order's tracking invoice. Please inquire your local Post Office via phone. We appreciate your cooperation in advance.
The Damage Report examination period varies depending on the destination country. Customers are encouraged to submit the Damage Report as soon as the product arrives. Please inquire your local Post Office for more details.

G. Custom & Tax

When ordering from KAWASHIMAYA, customers are responsible for assuring the product can be lawfully imported to the destination.

The recipient is the importer of record and must comply with all laws and regulations of the destination. Orders shipped outside of Japan may be subject to import taxes, customs duties and fees levied by the destination country. The recipient of an international shipment may be subject to such import taxes, customs duties and fees, which are levied once a shipment reaches the recipient's country. Additional charges for customs clearance must be fulfilled by the recipient; KAWASHIMAYA has no control over these charges, nor can KAWASHIMAYA predict what they may be.

Customs policies vary widely; you should contact your local customs office for more information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates.

Customs offices in some countries or regions require the importer of record to provide a particular form of identification before releasing a shipment.
Yes. Please email us if you require any specific documents that KAWASHIMAYA can provide for customs clearance.

H. Account

The following informations will be available as the benefits by logging in to ‘My Account’ page:

・ Track order history
・ Store multiple shipping addresses
・ Customize My Wishlist
・ Checkout your order faster
・ Subscribe to our Email Newsletter for latest informations and coupons
Please contact us by email to change the registered email address.
Please contact us by email for any information change.
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