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Terms of service

Terms of Service

Last Updated: August 3, 2026

These Terms of Service (hereinafter referred to as the "Terms") set forth the conditions for using the website, online store, and related services (hereinafter collectively referred to as the "Service") of "Oishii! Hokkaido!" operated by OTis Co., Ltd. (hereinafter referred to as the "Company").

Customers using the Service are requested to review and agree to the contents of these Terms before using the Service.

Article 1 Scope of Application

  1. These Terms apply to all relationships between the Company and the Customer regarding the browsing of the Service, member registration, ordering of products, payment, delivery, cancellation, refund, inquiries, and any other use of the Service.

  2. The privacy policy, shipping policy, return/refund policy, notation based on the Act on Specified Commercial Transactions, and other rules posted by the Company on the Service constitute a part of these Terms.

  3. If there is a conflict between these Terms and an individual policy or the content displayed on a product page, the conditions explicitly stated in the individual policy or product page shall prevail.

  4. If treatment different from these Terms is mandated by laws and regulations, such laws and regulations shall prevail.

Article 2 Content of the Service

  1. The Service is a service that sells souvenir products online—combining sweets, foods, miscellaneous goods, and other products from Hokkaido—and ships them to designated addresses within Japan or overseas.

  2. The Company may change the product composition, selling price, sales quantity, destination countries for shipping, payment methods, and other contents of the Service as necessary.

  3. The sale and shipping of products are limited to the countries or regions displayed on the product page, purchase procedure screen, or shipping policy.

  4. Depending on the destination country or region, product content, import regulations, or other circumstances, some products may not be available for sale or shipment.

Article 3 Eligibility

  1. Customers may use the Service only if they are legally capable of entering into purchase agreements and other contracts under the laws of the country or region where they reside.

  2. Minors who use the Service shall do so after obtaining the consent of a legal representative.

  3. The Company may cancel an order if the consent of a legal representative cannot be confirmed.

Article 4 Accounts

  1. Customers may be able to create an account to use the Service.

  2. Customers must enter accurate and up-to-date information regarding the name, email address, address, phone number, and other information registered.

  3. Customers shall appropriately manage the email address, verification codes, and other authentication information used to access the account under their own responsibility and shall not allow third parties to use them.

  4. Orders and other operations performed using an account may be treated as having been performed by the customer who holds the account. However, this shall not apply if unauthorized use occurred due to reasons attributable to the Company or if different treatment is required by law.

  5. If you discover unauthorized use of your account or the possibility thereof, please contact the Company immediately.

Article 5 Orders

  1. Customers shall perform the purchase procedure after confirming the product, quantity, price, delivery destination, shipping costs, and other order details.

  2. The total quantity of LIGHT BOX, STANDARD BOX, and PREMIUM BOX per order shall be a maximum of 6.
    If you wish to purchase 7 or more, please split the order into multiple orders of 6 or fewer.
    If ordered in multiple installments, shipping costs and other fees will be incurred for each order.

  3. The display of the order completion screen indicates that the Company has received the order; it does not guarantee the formation of a sales contract.

  4. A sales contract is formed between the Company and the Customer at the point when the Company sends an order confirmation email to the Customer.

  5. The Company may verify the order details, delivery destination, identity information, or payment information as necessary.

  6. If the necessary confirmation cannot be obtained from the Customer, the Company may hold or cancel the order.

Article 6 Cases Where Orders Cannot Be Accepted

The Company may refuse to accept an order or cancel an order after it has been established if any of the following apply:

  1. The product is out of stock.

  2. There is an obvious error in the display of the selling price, stock quantity, shipping cost, or other information.

  3. Payment is not approved.

  4. There is suspicion of unauthorized use or unauthorized ordering.

  5. There is an error or deficiency in the delivery destination information.

  6. The product cannot be shipped to the destination country or region.

  7. There are import regulations, shipping restrictions, or other legal or practical issues.

  8. The order is an excessive order by the same customer, an order for the purpose of continuous resale or redistribution as a business, or an order that the Company reasonably determines to be inappropriate.

  9. The Customer has violated these Terms in the past.

  10. Other cases where the Company reasonably determines that accepting the order is difficult or inappropriate.

If an order is cancelled and the Company has already received payment for the product, the refund will, in principle, be made via the payment method used at the time of purchase.

Article 7 Product Prices and Display Currency

  1. Product prices are displayed on each product page or the purchase procedure screen.

  2. In principle, the displayed prices, payment amounts, and refund amounts for the Service shall be in Japanese Yen.

  3. Unless otherwise stated, product prices are displayed as prices including Japanese consumption tax.

  4. If a customer uses a credit card etc. issued in a currency other than Japanese Yen, the exchange rate and fees determined by the card company or other payment provider may apply.

  5. Exchange losses, card company fees, and other costs imposed by the payment provider shall be borne by the Customer.

Article 8 Shipping Costs and Other Expenses

  1. Shipping costs are calculated based on the destination country or region, product content, weight, package size, number of packages, shipping method, and other conditions, and are displayed on the purchase procedure screen.

  2. For overseas shipping, customs duties, import taxes, VAT, customs clearance fees, storage fees, and other costs may occur in the destination country or region.

  3. The costs in the preceding paragraph are not included in the product price or the shipping costs received by the Company and shall, in principle, be borne by the Customer.

  4. The Company cannot determine or guarantee in advance the amount of customs duties, import taxes, or whether taxation applies.

  5. Customers shall confirm import regulations, customs duties, and other systems applicable to the destination country or region at their own responsibility.

Article 9 Payment Methods

  1. Customers can use the payment methods displayed on the purchase procedure screen.

  2. Credit card and other payments are processed through Shopify Payments or other payment providers.

  3. Customers must use only payment methods they are legally authorized to use.

  4. Orders may not be completed due to screening, usage restrictions, payment refusal, processing delays, or other circumstances by the payment provider.

  5. Regarding the use of the payment provider's services, the terms and conditions set by said provider also apply.

Article 10 Product Content and Substitute Products

  1. The contents of souvenir boxes, etc., sold through the Service are based on the contents posted on the product page.

  2. Due to 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.

  3. Product images are for illustrative purposes and may differ from the actual product, packaging, color, design, size, or content.

  4. Product combinations, manufacturers, packaging, and other specifications are subject to change without notice.

  5. Unless it is clearly stated on the product page that a specific product is guaranteed to be included, the Customer cannot specify individual items within the box.

Article 11 Food, Allergies, and Expiration Dates

  1. Products in this Service may contain allergens such as milk, egg, wheat, buckwheat, peanut, shrimp, crab, walnut, almond, cashew nut, and others.

  2. Customers with food allergies should check the ingredients, allergy labels, and other information displayed on the product packaging and decide for themselves whether the product is safe to consume.

  3. The Company does not guarantee allergy response for individual customers, the complete removal of ingredients, or the absence of contamination during the manufacturing process.

  4. Expiration dates vary by product.

  5. Unless the Company guarantees a specific expiration date on the product page, etc., the Company does not guarantee the remaining shelf life at the time of arrival.

  6. After the product arrives, the Customer shall manage the product in accordance with the storage method and expiration date written on the package.

Article 12 Delivery

  1. Shipping within Japan will, in principle, use Japan Post's Yu-Pack or other domestic shipping services designated by the Company.

  2. Overseas shipping will, in principle, use Japan Post's EMS or other international shipping services designated by the Company.

  3. Estimated shipping times are displayed on the product page, shipping policy, or purchase procedure screen.

  4. Shipping days vary depending on the destination country or region, customs clearance, airmail, weather, disasters, the status of the shipping provider, and other circumstances.

  5. The shipping or arrival dates displayed by the Company are estimates and do not guarantee arrival at a specific date and time.

  6. If a planned return date is entered at the time of ordering, the Company will adjust the shipping timing based on that date. However, arrival by the planned return date is not guaranteed.

  7. If a tracking number can be issued after shipment, the Customer will be notified.

  8. The display of delivery status is based on information provided by the shipping provider and may differ from the actual status or timing of reflection.

Article 13 Customs Clearance and Import Regulations

  1. Products may be subject to customs inspection in the destination country or region.

  2. Depending on the judgment of customs or related agencies, measures such as opening, inspection, retention, disposal, confiscation, return, or other actions may be taken.

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

  4. If requested to submit information or documents necessary for customs clearance, the Customer shall respond promptly under their own responsibility.

  5. If the Customer does not respond to customs procedures or fails to pay customs duties, etc., any loss, return, disposal, storage fees, or other damages and costs incurred shall be borne by the Customer.

Article 14 Cancellation

  1. Within one hour from the time the Company sends the order confirmation email to the Customer, the Customer may apply for cancellation from their My Page.

     

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

     

  3. Once one hour has passed since the Company sent the order confirmation email, the cancellation request function on My Page becomes unavailable.

     

  4. Even after one hour has elapsed since the order confirmation email was sent, a cancellation may be accepted upon contacting the Company, provided that product packing has not yet begun.

     

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

     

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

     

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

     

  8. If the Company approves the cancellation, the refund will, in principle, be made via the payment method used at the time of purchase.

Article 15 Returns, Exchanges, and Refunds for Customer Convenience

  1. Due to the nature of products containing food, returns, exchanges, and refunds for customer convenience are, in principle, not accepted.

  2. The following circumstances are treated as customer convenience:

  • Cases where the product image or preference does not match.

  • Cases where the product or quantity was ordered erroneously.

  • Cases where the delivery address was entered incorrectly.

  • Cases where the product could not be received due to long-term absence.

  • Cases where receipt of the product was refused.

  • Cases where customs duties, import taxes, customs clearance fees, or other costs were not paid.

  • Cases where the remaining shelf life was shorter than the customer expected, provided no specific remaining period was guaranteed on the product page, etc.

  • Cases where delivery took a long time.

  • Cases where there are minor scratches, dents, or stains on the product package or shipping box.

  1. Details regarding returns and refunds are subject to the Company's Return/Refund Policy.

Article 16 Product Shortage and Mis-delivery

  1. If ordered products are missing or if products different from the order arrive, please contact the Company in principle within 7 days after the product arrives.

     

  2. The Customer shall inform the Company of the order number, name, and details of the deficiency.

     

  3. For confirmation, the Company may request the submission of photos or information regarding the product, shipping box, shipping label, packing state, and other details.

     

  4. If the Company confirms a product shortage or mis-delivery, it will provide a partial refund for the amount corresponding to the missing or target product. As necessary, alternative shipments or other responses may be provided.

     

  5. The possibility of refunding shipping costs will be judged based on the nature of the shortage or mis-delivery, the refund method, and other circumstances.

     

  6. If contact is received after 7 days have passed from the arrival of the product, the Company may be unable to respond depending on the product condition, time elapsed, order content, and whether an investigation by the shipping provider is possible. However, this does not apply if the Company is held responsible under law.

     

  7. If requested photos or information are not submitted and the order content or product condition cannot be confirmed, the Company may be unable to respond.

Article 17 Product Damage

  1. Minor dents, scratches, tears, stains, deformations, or other damage to the shipping box or product package that does not interfere with the use or consumption of the product are, in principle, not subject to refund, exchange, or re-shipment.

     

  2. If the contents are significantly damaged and normal use or consumption is difficult, please contact the Company in principle within 7 days after the product arrives.

     

  3. To confirm the damage and request an investigation from the shipping provider, the Company may request photos or information of the product, shipping box, shipping label, packing material, damaged parts, and other details.

     

  4. The Customer shall not discard the product, shipping box, shipping label, and packing material, and shall store them to the extent possible until guided by the Company.

     

  5. If contact is received after 7 days have passed from the arrival of the product, the Company may be unable to respond depending on the product condition, time elapsed, degree of damage, and whether an investigation by the shipping provider is possible. However, this does not apply if the Company is held responsible under law.

     

  6. Based on the results of the shipping provider's investigation, product condition, degree of damage, and the Return/Refund Policy, the Company will provide a refund, partial refund, shipment of a replacement, or other response.

Article 18 Loss During Transit

  1. Shipping within Japan is subject to the damage compensation system of the shipping service used.

  2. For overseas EMS shipping, the Company will ship the product after declaring a declared value for compensation based on the product content and order amount. The declared value will, in principle, be set to the price of the contents equivalent to the product price.

  3. If loss during transit is suspected, the Company will request an investigation from the shipping provider.
    If the shipping provider recognizes it as a loss or subject to damage compensation, the Company will provide a refund, re-shipment, or other response based on the shipping provider's compensation system, investigation results, and the Return/Refund Policy.

  4. Compensation via EMS is capped at the lower of the declared value declared by the Company at the time of shipment and the actual loss of contents certified by the shipping provider.

  5. The Company does not guarantee that shipping costs, customs duties, import taxes, VAT, customs clearance fees, storage fees, or other incidental expenses are subject to compensation under the shipping provider's damage compensation system.

  6. Until the shipping provider determines it to be a loss, it may not be treated as a loss. Additionally, investigations may take a considerable amount of time.

Article 19 Address Deficiency, Long-term Absence, and Refusal of Receipt

  1. If a product is not delivered or is returned due to an error, deficiency, or inadequacy in the delivery address entered by the Customer, the product price and shipping costs will not be refunded.

  2. If a product is not delivered or is returned due to long-term absence, refusal of receipt, non-payment of customs duties, etc., or other customer circumstances, the product price and shipping costs will not be refunded.

  3. If re-shipment is possible and the Customer requests re-shipment, the shipping costs, return costs, storage fees, and other costs necessary for re-shipment shall be borne by the Customer.

  4. Due to food quality, safety, expiration dates, and other circumstances, it may not be possible to re-ship returned products.

  5. If costs occur for return, disposal, confiscation, or other processing, the Company may charge those costs to the Customer.

Article 20 Refunds

  1. If the Company provides a refund, it will, in principle, be made via the payment method used at the time of purchase.

  2. The period from the refund procedure to the actual reflection of the refund varies depending on the card company, financial institution, or other payment provider.

  3. Due to fluctuations in exchange rates, the conversion method of the card company, or other circumstances, the amount paid in the customer's local currency at the time of purchase may differ from the amount received at the time of refund.

  4. The Company will not compensate or refund exchange losses, fees imposed by payment providers, or any other amounts not received by the Company.

  5. Customs duties, import taxes, VAT, customs clearance fees, and other costs paid by the Customer in the destination country or region are not eligible for refund from the Company.

Article 21 Prohibited Acts

Customers shall not engage in the following acts when using the Service:

  1. Acts that violate laws, regulations, or public order and morals.

  2. Criminal acts or acts related to criminal acts.

  3. Acts of registering false, inaccurate, or third-party information.

  4. Acts of unauthorized use of another person's account or payment method.

  5. Unauthorized orders, unauthorized payments, fraudulent use of chargebacks, or other acts that cause damage to the Company.

  6. Acts of purchasing for the purpose of continuous resale or redistribution as a business, except where previously approved by the Company.

  7. Acts of unauthorized access to the Service's system or interfering with its operation.

  8. Acts of transmitting viruses or other harmful programs.

  9. Acts of unauthorized acquisition, reproduction, reproduction, or utilization of information from the Service.

  10. Acts that infringe upon the rights or interests of the Company, other customers, partner companies, or other third parties.

  11. Threats, verbal abuse, excessive demands, obstruction of business, or other nuisance acts against the Company or third parties.

  12. Acts that violate these Terms or the Company's various policies.

  13. Other acts that the Company reasonably determines to be inappropriate.

Article 22 Intellectual Property Rights

  1. Copyrights, trademark rights, and other intellectual property rights relating to text, images, videos, logos, designs, product descriptions, systems, trademarks, and other content posted on the Service belong to the Company or a third party with legitimate rights.

  2. Customers shall not reproduce, reproduce, distribute, modify, sell, publicly transmit, or otherwise utilize the content beyond the scope of personal and non-commercial use without the prior permission of the Company.

  3. Manufacturer names, product names, trademarks, images, and other rights displayed on products belong to their respective rights holders.

Article 23 External Services

  1. The Service utilizes external services such as Shopify, payment providers, and shipping providers.

  2. The use of external services may be subject to the terms of use, privacy policy, and other conditions of said external services.

  3. Due to failures, suspension, specification changes, or other circumstances beyond the Company's control regarding external services, all or part of the Service may be unavailable.

Article 24 Change, Interruption, and Termination of the Service

  1. The Company may change, interrupt, or suspend all or part of the Service without prior notice to customers in the following cases:

  • When performing system maintenance or updates.

  • When failures, unauthorized access, or security issues occur.

  • When earthquakes, typhoons, fires, power outages, infectious diseases, wars, terrorism, or other force majeure events occur.

  • When Shopify, payment providers, shipping providers, or other external services are suspended.

  • When response is required due to laws, administrative requests, or other reasons.

  • Other cases where it is reasonably determined to be necessary for the operation of the Service.

  1. The Company may terminate the Service after providing notification in an appropriate manner.

  2. The Company shall not be liable for any damage caused to the Customer due to the change, interruption, or termination of the Service, except in cases where the cause is attributable to the Company or where liability cannot be exempt or limited under law.

Article 25 Disclaimer

  1. The Company does not guarantee the content, quality, fitness for a particular purpose, completeness, accuracy, continuity, delivery at a specific date and time, import permission, or any other matter regarding the Service and products. However, this does not apply to matters explicitly guaranteed on product pages, by law, or in the Company's various policies.

  2. The Company shall not be liable for damage caused to the Customer by the following circumstances, except in cases where the cause is attributable to the Company or where liability cannot be exempt or limited under law:

  • Customs clearance, import regulations, or judgments of administrative agencies.

  • Weather, disasters, airmail, or other transportation circumstances.

  • Delays, mis-deliveries, damage, or loss by the shipping provider.

  • Errors in the address or other information entered by the Customer.

  • Long-term absence, refusal of receipt, or non-payment of customs duties, etc.

  • Failures of the Customer's device, communication environment, or external services.

  • Improper storage or use of products.

  • Allergies or other individual circumstances of the Customer.

  1. This Article and other limitation of liability provisions do not exempt or limit the Company's liability in violation of the Consumer Contract Act or other mandatory laws.

Article 26 Liability for Damages

  1. If the Company is liable for damages to the Customer regarding the Service, the target shall be limited to ordinary and direct damages actually incurred by the Customer.

  2. In the case of the preceding paragraph, the amount of damages paid by the Company shall be capped at twice the amount actually paid by the Customer to the Company for the order that caused said damage. However, this does not apply to damages caused by the Company's intentional act or gross negligence.

  3. The Company shall not be liable for damages resulting from special circumstances, indirect damages, incidental damages, lost profits, lost opportunities, or other damages that do not fall under ordinary and direct damages, even if the Company foresaw or could have foreseen their occurrence, except where liable under law.

  4. The provisions of this Article shall not apply to the extent that the Company's liability cannot be exempt or limited under the Consumer Contract Act or other applicable laws.

Article 27 Personal Information

  1. The Company shall handle the Customer's personal information in accordance with the privacy policy separately established by the Company and applicable laws.

     

  2. For the purpose of providing the service, order management, payment processing, product shipping, customs clearance, and other necessary operations, the Service may provide or transfer the Customer's personal data to operators located outside Japan, shipping providers, payment providers, customs, and other related agencies.

     

  3. The Customer shall, upon performing the order procedure, review the privacy policy and agree to the handling of personal information and the provision of personal data to third parties in foreign countries as stipulated in said policy.

Article 28 Response to Terms Violations

  1. If the Customer violates these Terms, the Company may take necessary measures such as cancelling orders, suspending or deleting account usage, restricting use of the Service, or other measures.

  2. If damage is caused to the Company or a third party due to the Customer's violation of the Terms, the Customer shall be responsible for compensating such damage.

  3. When the Company takes measures based on this Article, the Company is not obligated to disclose the reason unless required by law.

Article 29 Changes to These Terms

  1. The Company may change these Terms if the change is in the general interest of the Customer, or if it is reasonable in light of the necessity of the change, the appropriateness of the content after the change, or other circumstances.

  2. In the event of a change, the Company will make the content of the change and the effective date known by posting them on this website or by other appropriate methods.

  3. If a change that significantly affects the Customer is made, the Company will notify the Customer via display on the website, email, or other appropriate methods.

  4. If the Customer uses the Service after the change to these Terms, the modified Terms shall apply, unless separate consent is required by law.

  5. For products already ordered, the Terms and policies that were valid at the time of the order shall, in principle, apply.

Article 30 Severability

Even if a part of these Terms is held to be invalid or unenforceable by law or a court decision, the other parts shall continue to remain in effect.

Article 31 Governing Law

These Terms and contracts regarding the Service shall be governed by and construed in accordance with the laws of Japan.

However, this does not preclude the rights of the Customer granted by mandatory laws applicable in the Customer's country or region that exceed the rights under these Terms.

Article 32 Agreed Jurisdiction

  1. If any doubt or dispute arises regarding these Terms or the Service, the Company and the Customer shall consult in good faith and strive to resolve it.

     

  2. If it cannot be resolved through consultation, the Sapporo District Court, which has jurisdiction over the location of the Company's head office, shall be the exclusive agreed jurisdiction court of the first instance.

     

  3. The provisions of the preceding paragraph do not preclude the right of the Customer to file a lawsuit in another court if such a right is granted by mandatory laws applicable in the Customer's country or region.

Article 33 Contact Information

For inquiries regarding these Terms or the Service, please contact the following:

Operator: OTis Co., Ltd.

Service Name: Oishii! Hokkaido!

General Manager: Hisashi Omiya

Location:
2-3-1 Yayoi-cho, Tomakomai City, Hokkaido
〒053-0802

Phone Number:
0144-78-3500

Inquiry Form

Reception Hours:
Weekdays 9:00–18:00
Excluding Saturdays, Sundays, public holidays, and year-end/New Year holidays.