Shipping Policy

Last Updated: August 3, 2026

Oishii! Hokkaido! (Operated by OTis Co., Ltd., hereinafter referred to as "the Company") packs Hokkaido sweets, food, miscellaneous goods, and other products within Japan and ships them to designated addresses within Japan or overseas.

This Shipping Policy defines the shipping methods, shipping fees, customs clearance, shipping delays, address inaccuracies, and other shipping conditions.

1. Shipping Destinations

The Company ships products to the countries or regions displayed on the checkout screen.

Current primary shipping destinations are as follows:

Japan
South Korea
Taiwan
China
Hong Kong
Thailand
Singapore
Malaysia
Philippines
Australia
Canada
United Kingdom

However, shipping may be temporarily or continuously suspended due to international affairs, import regulations, flight availability, shipping carrier handling status, or other circumstances.

Products cannot be shipped to countries or regions that cannot be selected as a destination on the checkout screen.

2. Shipping Methods

For shipments within Japan, Japan Post's Yu-Pack or other domestic delivery services designated by the Company will generally be used.

For overseas shipments, Japan Post's EMS or other international delivery services designated by the Company will generally be used.

Shipping methods may be changed depending on the destination country or region, product contents, weight, number of packages, shipping status, or other circumstances.

Customers cannot individually specify the shipping carrier or shipping method.

3. Shipping Timeline

Products will be shipped after the order details and payment are confirmed, and the products have been prepared and packed.

For overseas shipments, products will be shipped after necessary export procedures have been completed.

Estimated shipping timelines will be displayed on the product page, checkout screen, or order confirmation email.

Shipping may take longer than usual in the following cases:

Concentration of orders
When time is required for product procurement or securing stock
When the period includes Saturdays, Sundays, public holidays, or the New Year holiday period
When confirmation of order details or the shipping address is required
When payment confirmation takes time
In the event of weather, disasters, traffic conditions, or other force majeure
When there are shipping restrictions to the destination country or region
Other cases where the Company determines that normal shipping is difficult

In the event of a significant shipping delay, we may contact you via your registered email address.

4. Delivery Days

The number of delivery days after shipment varies depending on the destination country or region, shipping method, traffic conditions, flights, customs clearance, shipping carrier, weather, and other circumstances.

The delivery days provided on the checkout screen or by the shipping carrier are estimates and do not guarantee that the product will arrive by a specific date.

Delivery may be delayed due to the following circumstances:

Customs inspections or clearance procedures
Flight delays or cancellations
Weather, disasters, or traffic conditions
Shipping carrier handling status
Road conditions or traffic regulations
International affairs, strikes, or infectious diseases
Increase in volume during peak seasons
Postal conditions in the destination country or region
Inaccurate or incomplete shipping addresses
Unpaid customs duties, import taxes, etc.
Customer absence
Other circumstances beyond the Company's control

As a general rule, cancellations, refunds, exchanges, or reshipments requested solely due to delivery delays caused by these circumstances will not be accepted. This does not apply if the delay is attributable to the Company or if the Company is liable under laws and regulations.

5. Shipping Fees

Shipping fees are calculated based on the following conditions:

Destination country or region
Product contents
Weight of the product and packaging
Package size
Number of packages
Shipping method
Other conditions necessary for shipping

Applicable shipping fees can be confirmed on the checkout screen.

As a general rule, shipping destinations or order details cannot be changed for customer convenience after the order is confirmed.

If a change is unavoidably accepted, additional shipping fees or other costs may be incurred.

6. Customs Duties, Import Taxes, and Clearance Fees

For overseas shipments, the following costs may be incurred in the destination country or region:

Customs duties
Import taxes
Value-added tax (VAT)
Consumption tax
Customs clearance fees
Storage fees
Other costs necessary for import or receipt

These costs are not included in the product price or the shipping fees received by the Company and are the sole responsibility of the customer.

The existence and amount of taxation are determined by the customs or other relevant authorities of the destination country or region. The Company cannot confirm or guarantee the amount in advance.

Customers should confirm the import regulations, customs systems, and other conditions of the destination country or region themselves before ordering.

7. Customs Procedures

Products shipped overseas may be subject to customs inspections in the destination country or region.

If requested by customs, shipping carriers, or other relevant authorities to provide identity verification, product contents, price, or other information or documents, the customer must handle this personally.

Depending on the judgment of customs or relevant authorities, the following measures may be taken:

Opening or inspection of products
Hold on delivery
Confiscation of some products
Disposal of products
Return to Japan
Request for additional fees
Other measures based on laws and regulations

The Company does not guarantee the completion of customs clearance, import permission, or receipt of products in the destination country or region.

8. Entering the Shipping Address

Please enter the following information accurately when ordering:

Full Name
Country or Region
Postal Code
State, Prefecture, or Region
City/Town/Village
Street Address
Building Name and Room Number
Phone Number
Email Address

Please enter the shipping address in the format and language commonly used in the destination country or region.

Products may not be deliverable due to errors or omissions in the address, name, or phone number.

9. Changing the Address

If you wish to change the shipping address after the order is confirmed, please contact us promptly via the Contact Form.

However, the shipping address cannot be changed after the product has started being packed or has been shipped, as shipping arrangements and import/export procedures may be in progress.

If the address change increases the shipping fee or other costs, the customer may be required to pay the difference.

10. Non-delivery or Return due to Address Inaccuracy

If a product is not delivered or is returned due to an error, omission, or inaccuracy in the address entered by the customer, the product price and shipping fees will not be refunded.

If reshipment is possible and the customer requests it, the customer shall bear the following costs:

Shipping fees required for reshipment
Costs incurred for the return
Storage fees
Customs clearance fees
Other costs necessary for reshipment

Depending on the quality, expiration date, or condition of the food, returned products may not be reshippable.

In such cases, the product price and shipping fees will not be refunded.

11. Long-term Absence and Refusal of Receipt

If the product cannot be received due to the customer's long-term absence, refusal of receipt, inability to contact, or other customer circumstances, the product price and shipping fees will not be refunded.

If the product is returned to the Company, the customer may be billed for return costs, storage fees, disposal costs, and other incurred expenses.

If reshipment is requested, the customer shall bear all costs necessary for reshipment.

12. Return due to Unpaid Customs Duties etc.

In the case of overseas shipping, if a product is not delivered, held, disposed of, or returned because the customer did not pay customs duties, import taxes, value-added tax, customs clearance fees, or other costs, the product price and shipping fees will not be refunded.

The customer may be required to bear return costs, storage fees, disposal costs, and other expenses incurred.

13. Checking Delivery Status

If a tracking number is issued, it will be notified to the registered email address after the product is shipped.

Customers can check the delivery status using the shipping carrier's tracking service.

Since tracking information is based on data provided by the shipping carrier, it may take time for the actual delivery status to be reflected.

If tracking information is not updated for a long period after shipment, please contact us via the Contact Form.

The Company will request an investigation from the shipping carrier if necessary.

14. Loss During Transit

For shipments within Japan via Yu-Pack, the compensation system established by the shipping carrier will apply.

For EMS overseas shipments, the Company will ship the product after declaring the declared value for compensation based on the product contents and order amount.

The declared value for EMS compensation is generally set to the price of the contents equivalent to the product price.

If loss during transit is suspected, the Company will request an investigation from the shipping carrier.

If the shipping carrier recognizes the loss as subject to compensation, refunds, reshipments, or other actions will be taken based on the shipping carrier's compensation system, the investigation results, and the Company's Return and Refund Policy.

Compensation for EMS is limited to the lower of the declared value declared by the Company at the time of shipment and the actual loss of the contents as certified by the shipping carrier.

The Company does not guarantee that shipping fees, customs duties, import taxes, value-added tax, customs clearance fees, storage fees, or other incidental costs will be covered by the shipping carrier's compensation system.

The declared value does not unconditionally guarantee a full refund of the product price or reshipment.

Until the shipping carrier determines it as a loss, it may not be treated as such. Furthermore, investigations by the shipping carrier may take a considerable amount of time.

15. Damage During Transit

Minor dents, scratches, tears, stains, deformations, or other damage to the shipping box or product packaging that does not interfere with the use or consumption of the product are, in principle, not eligible for refunds, exchanges, or reshipments.

If the contents are significantly damaged and normal use or consumption is difficult, please contact us via the Contact Form within 7 days of product arrival, stating the order number, name, and condition of the product.

To confirm the situation, we may request the submission of the following photos or information:

Damaged product
Product packaging
Exterior and interior of the shipping box
Packaging state including cushioning material
Shipping label
Other information required by the Company or the shipping carrier for confirmation

If an investigation by the shipping carrier is required, please do not dispose of the product, product packaging, shipping box, shipping label, cushioning material, or other packing materials, and keep them to the extent possible until instructed by the Company or shipping carrier.

If we are contacted more than 7 days after product arrival, we may be unable to respond depending on the product condition, elapsed time, degree of damage, availability of investigation by the shipping carrier, and other circumstances. This does not apply if the Company is liable under laws and regulations.

If the shipping carrier recognizes the damage as subject to compensation, refunds, partial refunds, shipment of replacement products, or other actions will be taken based on the shipping carrier's compensation system, investigation results, product condition, degree of damage, and the Company's Return and Refund Policy.

For EMS overseas shipments, compensation is limited to the lower of the declared value declared by the Company at the time of shipment and the actual loss of the contents as certified by the shipping carrier.

For shipments within Japan, the compensation system and limits of the utilized shipping service will apply.

Regarding minor cracks, chips, melting, deformation, or changes in texture and appearance arising from the nature of the product, we will individually determine whether to respond after confirming the shipping conditions, temperature, storage environment, and other circumstances.

Investigations by shipping carriers may take a considerable amount of time. Refunds, exchanges, or reshipments may not be processed until the investigation is complete.

This does not apply if the Company is liable under laws and regulations, in the case of intentional misconduct or gross negligence by the Company, or other cases where limitations of liability are not permitted.

16. Missing Items and Incorrect Delivery

If the ordered products are missing or if products different from the order arrive, please contact us via the Contact Form within 7 days of arrival, providing the following information:

Order Number
Name
Details of missing or incorrect delivery
Other information required by the Company for confirmation

For confirmation, we may request photos or information regarding the product, shipping box, shipping label, packaging state, etc.

If the Company confirms missing items or incorrect delivery, we will generally provide a partial refund equivalent to the missing or incorrect product. However, if the Company deems it appropriate, we may send replacement products or take other actions.

Even in the case of a partial refund, the eligibility for a refund of shipping fees will be determined based on the contents of the missing/incorrect delivery, the refund method, and other circumstances.

If we are contacted more than 7 days after product arrival, we may be unable to respond depending on the product condition, elapsed time, order details, availability of investigation by the shipping carrier, and other circumstances. This does not apply if the Company is liable under laws and regulations.

We may be unable to respond if the required photos or information cannot be provided and the order details or product condition cannot be confirmed.

17. Out-of-stock and Alternative Products

Depending on procurement status, inventory, season, discontinuation of production, or other circumstances, products within a BOX may be changed to products of equivalent value without prior notice.

Product images and configurations include conceptual images; actual products, packaging, design, or contents may differ.

Unless the product page explicitly states that a specific product is always included, individual products within a BOX cannot be specified.

18. Cancellations

Customers can apply for cancellation from their My Page within 1 hour from the time the Company sends the order confirmation email.

A cancellation request from My Page does not guarantee completion; the cancellation is finalized when the Company confirms and approves the request.

The cancellation request function on My Page will become unavailable after 1 hour has passed from the time the order confirmation email was sent.

Even after 1 hour, a cancellation may be accepted if the product has not yet begun to be packed, provided the customer contacts the Company.

If you wish to cancel, please contact us promptly via the Contact Form.

Due to the nature of products containing food, and for reasons of expiration date management and hygiene, it may be difficult to resell products once they have been packed or shipped. Furthermore, as overseas shipping requires time for import/export procedures and shipping arrangements, cancellations cannot be accepted after the product has begun to be packed or has been shipped.

If packing work has already begun at the time the cancellation request is received, the cancellation may not be accepted even if it is within the time frame for application on My Page.

If the Company approves the cancellation, the refund will generally be made through the payment method used at the time of purchase.

For details regarding cancellations and refunds, please refer to the Company's Return and Refund Policy.

19. Designation of Delivery Date and Time

Neither domestic nor overseas shipments allow for the designation of a specific delivery date or time slot.

If you enter your scheduled return date at the time of ordering, the Company will adjust the shipment date based on that date.

However, arrival by the entered return date is not guaranteed due to product preparation status, destination, customs, weather, traffic conditions, shipping carrier handling status, or other circumstances.

Even if you wish to receive the product by a specific date, the shipment date or arrival date cannot be guaranteed.

If you wish to receive delivery according to a schedule such as travel, return to home country, relocation, or gift-giving, please order with plenty of time, considering the possibility of delays.

20. Shipping in Multiple Packages

A single order is limited to a total of 6 boxes including LIGHT BOX, STANDARD BOX, and PREMIUM BOX.

In principle, one order will be shipped in one package.

However, the Company may, at its discretion, divide a shipment into multiple packages for reasons such as ensuring shipping safety, product size or shape, shipping carrier handling conditions, packing constraints, or other unavoidable reasons.

If shipped in multiple packages, the shipment date, tracking number, or arrival date may differ for each package.

If the Company decides to ship in multiple packages, no additional shipping fees will be charged to the customer after the order is confirmed.

However, if additional packing or shipping becomes necessary due to changes in destination, order details, or other conditions requested by the customer after order confirmation, the customer may be required to bear additional costs.

21. Suspension of Shipping and Cancellation of Orders

The Company may suspend product shipment or cancel an order in the following cases:

When shipping to the destination country or region is suspended
When it is found that the product cannot be exported or imported
When there is a risk that the order details violate laws and regulations
When there is an error in the shipping address and confirmation cannot be made
When payment is not completed
When there is suspicion of fraudulent order or payment
When the order cannot be fulfilled due to product stockouts, etc.
Other cases where the Company reasonably determines that shipment is not possible

If an order is canceled due to the Company's circumstances and the product price has already been received, a refund will generally be made through the payment method used at the time of purchase.

22. Disclaimer Regarding Shipping

The Company shall not be held responsible for shipping delays, non-delivery, returns, damage, or other losses caused by the following circumstances, unless the loss is attributable to the Company or the Company cannot be exempted or limited from liability under laws and regulations.

Weather, disasters, war, terrorism, infectious diseases, or other force majeure
Flight delays, cancellations, or lack of transport capacity
Inspection, hold, confiscation, disposal, or return by customs or administrative agencies
Delay, misdelivery, loss, or damage by the shipping carrier
Error or omission in the shipping information entered by the customer
Customer's long-term absence or refusal of receipt
Unpaid customs duties, etc.
Postal conditions in the destination country or region
Changes in import regulations or laws
Other circumstances reasonably beyond the Company's control

This section does not exempt or limit the Company's liability in violation of the Consumer Contract Act or other applicable laws.

23. Changes to this Shipping Policy

The Company may change this Shipping Policy from time to time in response to changes in shipping methods, shipping destinations, shipping fees, laws, international affairs, or other factors.

The updated Shipping Policy will be posted on this website, and the "Last Updated" date will be refreshed.

For products already ordered, the shipping conditions displayed at the time of order will generally apply.

24. Contact Information

For inquiries regarding shipping, please contact:

Operator: OTis Co., Ltd.

Service Name: Oishii! Hokkaido!

Location:
2-3-1 Yayoi-cho,
Tomakomai-shi, Hokkaido 053-0802, Japan

Phone Number:
0144-78-3500

Contact Form

Reception Hours:
Weekdays 9:00–18:00
Excluding Saturdays, Sundays, public holidays, and the New Year holiday period.

Please select the country of delivery

Shipping policy