FAQ

Unfortunately, we cannot ship packages to APO/FPO/PO Box at this time. Please check back later as we may change this policy depending on couriers.
Unfortunately, shipping service cannot be altered once order is placed. If you need other shipping service, please contact us immediately.
Please contact courier if you package is already dispatched. Otherwise please email us and request an address change. We may not be able to honor this request due to our ability and process.
Unfortunately, we cannot hold orders. If you foresee difficulties in receiving the package, please contact courier once tracking information is available.
The shipping charge had been already calculated in your grand total when you placed the original order. You will receive separate packages once each item is available but will not be billed repeatedly.
We offer three shipping methods: “Group items”, “Bi-Weekly Consolidate” and “ASAP”. For “Group items”, order will be shipped once it is fully fulfilled and save some shipping cost. For “Bi-Weekly Consolidate”, we will combine items you had ordered on a bi-weekly schedule once they become available. For “ASAP”, each items with the same release date will be shipped once available. Please contact us if you request service other than “ASAP”.

Transit time varies by locations, method, and service. Day definite services, such as FedEx Standard Overnight, will arrive on promised date if collected before cut-off time. For FedEx Ground/Home Delivery schedule, please refer to below map.

http://www.fedex.com/templates/components/apps/wgsm/images/outbound/p771u.png

http://www.fedex.com/grd/maps/images/lgnd_rEN.png

For USPS Priority Mail schedule, please go to link below and enter our zip code: 77279.

https://www.usps.com/priority-mail/map/

All shipments with traceability such as FedEx services, USPS Priority Mail, will have a tracking number emailed to you after shipping label is created. You may also check order history in your accounts for tracking information if you have problem accessing your email.
For items currently in stock, we strive to ship each order as soon as possible. Cut-off time is 3 p.m. Central Time for each business day. Orders placed on weekend or holiday may be delayed due to courier operation schedule. Preorder items will be shipped upon release by the manufacturer. Customized items will be shipped upon production finish. Time needed to manufacture for preorder items and customized items may vary depending on the item.
All shipments will be dispatched from our warehouse in Houston, Texas.
Shipping charges are calculated based on your geographical location and nature of the package. You may see estimated shipping cost in cart and actual price will be calculated during checkout process. It may change depends on items in your cart or different service requested.
If an order’s subtotal meets our requirement of minimum purchase, then it is eligible for free shipping through our default services. If an order contains only items with “Free Shipping Included” tag and does not meet minimum purchase requirement, it is also eligible for free shipping. Kashima Prime members will receive free shipping on all orders regardless of item or subtotal.
Our primary couriers are FedEx and USPS. Orders will be shipped by FedEx Ground/Home Delivery or USPS Priority Mail by default. Faster services, such as FedEx Standard Overnight, USPS Priority Mail Express, are available with additional charge if available for your destination. Please email us to request such service. Items with free shipping will be shipped by default service.
We currently restrict our service to 48 continental states of United States, but you may contact us if you request shipping to Alaska, Hawaii and Canada. Due to licensing concern we may not ship to certain countries, please email us if you intend to ship your order to a foreign address.
All preorder items are charged immediately upon checkout.
No. All orders must be paid in full before it is processed.
All credit card transactions are processed by third-party systems. We do not store any information on our server.
We currently accept major credit cards and PayPal. For fraud prevention, in the situation billing address of credit card does not match shipping address of your order, the order may be delayed or cancelled. You may attempt to purchase a cancelled order again using a credit card that matches your address.
For orders that are eligible for refunds, you will receive a refund deducted of the following: any discount or coupon that cannot be reimbursed entirely, restocking fee for preorder items and customized item that we agreed, shipping fee if returned to us by courier.
Unfortunately, we cannot change such details once the order is placed. However, you may request a cancellation and place the order again. Please contact us immediately from you being billed for original item once it is processed.
Please contact us within 30 days of shipment notification to obtain an RMA. Once we issue RMA, you may pack your item in original packaging or your own packaging with sufficient cushion material, and use shipping label provided to ship it back to us via FedEx Ground or USPS Priority Mail. The labels will be valid for 30 days after issuing, please ship the product before it expires, otherwise we will close the RMA and no refund will be issued.
Please contact us to request a cancellation.
You may cancel any order containing in-stock items that has not been processed for shipment. Once product is shipped, standard return policy applies.
Customized items varies in nature and manufacturing time. Please allow about 4 weeks before your order is shipped. You may check the status in your order history.
Unfortunately, we do not accept cancellation of customized order. You may return it to us once item is shipped to you, and we may accept return on our discretion.
Customized items are one-off items manufactured only when an order is placed. Such items will be made to your request and exclusively available through Kashima.
Preorder items are shipped 1-2 weeks after release by manufacturer. You may check “Release Date” on product page. Please be advised release may be delayed by manufacturer without prior notice.
Unfortunately, such reservation is placed directly to manufacturer and cannot be cancelled. However, you may contact us once the item is shipped to you, and we may accept return on our discretion.
Preorder items are items that needs to be reserved before release by manufacturer. By placing an order with us and paying in full, you will be guaranteed to receive such item once manufacturer releases it, if such order is placed before cut-off date. Preorder items are shipping once released, thus there will be more time between placing order and receiving item comparing with regular, in-stock items.
Unfortunately, all sales are final and we do not accept such exchange with exception of defect or damage upon arrival.
We strive to provide the most comprehensive product line for customers. In the case a specific item is not listed on website, please contact us to inquire, and we will do our best to source it for you.
Unfortunately, there is no user-controllable notification settings in account page. Please contact us if you want to be removed from newsletter.
Currently user cannot backorder out of stock items from website directly. You may contact us and we will try to source the product for you. We do not guarantee whether product could be sourced.
We can only respond inquires in English, Japanese and Chinese. If your inquiry is not in our working languages, we will use Google Translate and respond in English as best as we can.
We only allow one account per household. If multiple account is associated with same address, we may cancel your order without notice.
Unfortunately, we do not offer gift service at this time. However, we will continue to improve our customer service and aim to provide you this service in the future.
The price may change subjected to fluctuation in exchange rate without prior notice.
If the carrier is unable to deliver the package it will be returned to Kashima. We may attempt to verify the shipping information and ship it again for additional charge, or cancel the order and issue you a partial refund. If your package has not arrived, please contact courier and have tracking information ready.
Please contact us within 30 days after the arrival to initiate a return. Please be prepared to provide evidence such as photo and video. We then will issue you an RMA if we determine it is eligible for return.
Kashima Prime is a member-exclusive service we will roll out soon. Benefits include but are not limited to: free shipping on all orders (continental 48 states only), exclusive discount coupons, birthday present (up to $30), and so on. More benefits are in discussion and will be disclosed when launching the service. Please subscribe our newsletter to receive insider pricing if you sign up early!

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