Shipping and Returns

★About Delivery

Please feel free to contact us regarding delivery date specifications. However, depending on the season, it may take about a week before delivery from your order. Depending on the content of the product you ordered, an additional shipment may apply.

With regard to the specification of delivery time, we will arrange at the time to accommodate your request as much as possible, but may be slightly changed due to traffic or weather conditions. Please place your orders well in advance.

Excluding national holidays, deliveries will take between 2 to 5 business days upon receiving your order. Please keep in mind during national holidays such as summer (Ochugen), year-end gift giving season (Oseibo) and New Years (Oshogatsu) it may take a few extra days for delivery. Shipping time depends on the location. Isolated areas will take longer to deliver.

To select a certain date and time of your delivery, please input your request at checkout (not applicable for seasonal products shipped fresh). Delivery time options are: AM/ 14:00-16:00/ 16:00-18:00/ 18:00-20:00/ 19:00-21:00. Some regions of Japan may not have all these times as options but we will try our best to deliver your order at your requested time frame. 

Refrigerated products cannot be delivered to the Izu Islands (excluding Oshima and Hachijo islands) and Ogasawara Islands (Chichi and Haha islands).
Depending on the content of your order, delivery may be treated as an additional shipment.

Please be aware that we cannot accept responsibility if the delivery address is not complete or if we cannot deliver due to your long-term absence or relocation.

Cheena has contracted its delivery throughout Japan with Yamato Transport Co. Ltd.

★About Additional Charges For Delivery

We offer free shipping for orders over $150.00. Matsutake Canadian Pine Mushrooms do not qualify for free shipping.

Delivery charge is a flat rate of $10.00 for any number of items to the same address anywhere in Japan. In cases where dry products and frozen products are ordered together, we will ship via refrigerated service. This way, there is only one $10 delivery charge. However, if you wish to ship dry products and frozen products separately, please create a new order. By doing so, you will be charged $10 twice.

In a case where shipments are being sent to multiple recipients to the same address (even if it’s at the same time), a $10 delivery fee will be charged for each recipient. In order to pay a one-time delivery fee regardless of the amount ordered, it must be to the same recipient and to the same address.

Cheena is a licensed exporter, importer and distributor of alcohol. This is why you can mix wine/beer with any of our food products and be charged once for delivery if being shipped to the same address.

★Shipping Fees Include Taxes

In the case of a combination of normal temperature and refrigerated products is ordered, we will deliver by “refrigerated shipment“.

There are some exceptions depending on the product, so please feel free to contact us.

Please note that chocolate and wine will be shipped by room temperature in winter (November-April) and by refrigerated in summer (May-October).

★Greetings

We can include a greeting card with your order at no extra charge. Please limit to 12 characters. This excludes seasonal fresh products such as Cherries, Blueberries, Pine Mushroom, live Lobster, live Crab.

★Return/Exchange Policy

We take great pride in the quality of our products and we go to great lengths to ensure your order is packed properly and it arrives in good condition. However, if you experience any damages or if a different product was received, please contact us within 48 hours and we will replace it. Please be aware we cannot accept returns or exchanges with food products.