FAQ

If you wish to cancel or change your order, you can do so yourself within 30 minutes of placing the order.

The deadlines and procedures are as follows:

1. Deadline and procedure
Deadline: Within 30 minutes of completing your order
How to do this: Please follow the link in the order confirmation email that is automatically sent to you after placing your order to cancel or change your order.

2. If you have an account
If you have an account, you can also use the cancel or edit buttons that will be displayed in the order history on your "My Page" or account page while your order is still within the deadline.

[Important Notice]
Once 30 minutes have passed since your order was completed, we will begin preparing your order for shipping, and we will not be able to accept any cancellations or changes to your order.
Please be sure to check the email immediately after completing your order. For details, please refer to the "User Guide."

We are very sorry, but we are unable to add products (additional orders) after your order has been confirmed.
Once your order is confirmed, we will begin securing the items and preparing them for shipping, so we are unable to accept any changes to the contents of your order. We apologize for the inconvenience, but please place a new order with only the new items you would like.

If you haven't received your order confirmation email, there are several possible reasons. Please check the following steps:

1. Check your email settings
The following settings may be causing emails not to arrive in your inbox.
Check your spam folder: Please check to see if the email has been sorted into the spam folder of your email software or free email service (Gmail, Yahoo! Mail, etc.).
Domain-specific reception settings: If you are using an email address from a mobile phone carrier, emails may be blocked due to spam prevention measures.
We apologize for the inconvenience, but please set up your email so that you can receive emails from the "@md-product.com" domain.

2. Confirm your registration information
Incorrect email address: Please check that the email address you entered when placing your order is correct.
If you have an account, you can check and change your registered email address by going to "My Page" and "Confirm/Change Registration Information."

3. What to do if you don't receive the package
If you have not received an email within 3 business days (excluding long holidays) since placing your order, and the above steps have not resolved the issue, please contact us using the "Contact Us" form .

The process from ordering to receiving your product is as follows:

1. Confirmation of order
Once you have completed the purchase process, the system will automatically send you an order confirmation email.
This email confirms your order.

2. Confirmation of order details and preparation for shipment
After confirming your order details, we will secure and pack the items.
The shipping schedule is as follows: orders are shipped within three business days of your order, with the deadline being 9:00 AM on weekdays. (For details, please refer to the "User Guide" under "Delivery Days and Shipping Schedule.")

3. Shipment completed
Once the product is ready to ship, a "Shipping Preparation Completed" email will be sent automatically.
You can check the delivery status by using the shipping company (tracking number) listed in the email.

4. Delivery
Once shipped, your item will arrive in approximately 1-3 days depending on your location.

We do not include an itemized receipt. You can check your order details via the email sent from our store or on your My Page.

We are very sorry, but we are unable to accept this.

If you are interested, please contact us using the form at the appropriate office.

[Individual customers] "Click here" Please contact us via the dedicated page.
[For corporate, school, and business customers] Please contact us via the dedicated page here.

Unfortunately, we do not accept pre-orders for products, only items that are in stock can be ordered.

Payment methods include credit card (Visa, Mastercard, American Express, JCB) and PayPay.

We accept Visa, Mastercard, American Express, and JCB.

The timing of billing will vary depending on the credit card company you use.
*Please contact your card company directly regarding the withdrawal date.

Please place your order using a credit card in the same name as the person placing the order.
If your credit card cannot be confirmed by the credit card company, your order may be cancelled. Thank you for your understanding.

We will inform you about two cases in which the PayPay app may not start.

① App consent
If you have set the app to launch only after obtaining user consent, you will be redirected to a blank page if you do not launch the PayPay app immediately.
You can make a payment successfully by agreeing to the terms and conditions before launching the PayPay app.

② Via search apps
If you search for our shop via a search app (Instagram, Yahoo! App, Google App, LINE App, etc.) and then make a purchase, your security system will prevent you from completing your PayPay payment.
If you are using an iPhone, please use "Safari" instead of the app to make your purchase, and if you are using Android, please use "Chrome" to make your purchase.

Other errors may occur due to insufficient funds or an unstable Wi-Fi connection.

3D Secure is an identity authentication service that prevents fraudulent use of credit cards when shopping online.
When making a credit card payment, customers can prevent identity theft by entering their card information as well as a password or one-time password that they have registered with their card company in advance, allowing them to shop safely.

We cannot change your payment method after your order has been placed.

We accept it.
For details on issuing receipts, please refer to the "User Guide."

Yes, you can.
Please refer to the “User Guide” here.

For courier delivery, the shipping fee is 550 yen nationwide per order.
Free shipping for orders over 5,500 yen (tax included). Orders eligible for Nekopos shipping are 330 yen nationwide.
Nekopos is only available for some products. Please refer to the "Usage Guide" for terms of use.

[If no delivery date is specified]
We will arrange shipping as soon as possible.
The order deadline is 9:00 AM on weekdays. After the deadline, orders will generally be shipped within three business days.

[If you specify a delivery date]
You can specify the desired delivery date on the cart screen.
Orders selected for Nekopos delivery will be delivered by post, so we cannot accept requests for specific delivery dates and times.

Please refer to the "Usage Guide" for delivery times and shipping schedules.

You can specify your desired delivery date and time on the cart screen.

Orders selected for Nekopos delivery will be delivered by post, so we cannot accept requests for specific delivery dates and times.
Delivery may be delayed due to Yamato Transport's delivery status, weather, or traffic conditions.

[About changing the date and time after placing an order]
If you would like to change the delivery date and time after the product has been shipped, please contact Yamato Transport directly.
Please have the Yamato Transport tracking number ready, which will be included in the email we will send you after your order has been shipped.
Please contact Yamato Transport directly yourself.

Delivery is only available within Japan.

After your product has been shipped, you can check the delivery status by using the inquiry number listed in the "Shipping Preparation Complete Email."
*It may take some time for the delivery status to be reflected.

First, please check if you have received the "Shipping Preparation Completed" email from us.
The procedure for checking delivery status varies depending on the status of your email receipt.

1. If you haven't received the "Shipping Preparation Completed" email
Please check that your order is within the shipping schedule.
Estimated delivery time: After the order deadline of 9:00 AM on weekdays, we will generally ship within 3 business days.
Closed: We are closed on Saturdays, Sundays, public holidays, and long holidays (Golden Week, summer holidays, New Year's holidays), so shipments will be made on the next business day or later.
Possible Delays: Depending on peak season and order volume, shipping may be delayed.
If you do not receive an email well after the estimated shipping date, please contact us using the "Inquiry Form."

2. If you have received a "Shipping Preparation Completed" email
Please follow the steps below to check the status of your package.

2-1. Check your tracking number:
Please have the Yamato Transport tracking number provided in the email ready.
2-2. Checking delivery status:
Please check the current location of your package using Yamato Transport's tracking service.
Delivery times vary depending on your region, so please check your tracking information and wait a little longer.
If you use Nekopos, it may have been delivered to your mailbox, so please check your mailbox as well.
2-3 Inquiries to Yamato Transport:
If you have any questions about the tracking information or would like more information about the delivery status, please contact Yamato Transport directly with your tracking number.

To ensure safe delivery of products to customers, we only ship via courier service (Yamato Transport).

We cannot change the delivery address after your order has been confirmed.
If you would like to change the delivery address, please follow the steps below to cancel your order and then place a new order with your desired delivery address.
Cancellation deadline: Within 30 minutes of placing your order
Procedure: Please cancel your order using the link in the automatically sent email or from your "My Page" .

【important】
If 30 minutes have passed since your order was confirmed, we will not be able to accept any cancellations or changes to the delivery address. Please be sure to complete the procedure yourself within 30 minutes.
We are also unable to change the delivery address after the product has been shipped. Please contact Yamato Transport directly.

The procedure varies depending on when the change is made.

1. Specify before ordering
When ordering: You can specify your desired delivery date and time on the cart screen.
For Nekopos: Orders selected for Nekopos delivery will be delivered to your mailbox, so we cannot accept requests for specific delivery dates and times.

2. Changes after ordering
Once the product has been shipped, you can make changes by contacting Yamato Transport directly.
What to prepare: Yamato Transport's "slip number" listed in the shipping preparation completion email
Procedure: Please prepare the tracking number and contact Yamato Transport directly.

Please select "Nekoposu Delivery" in the delivery method section during the ordering process.
To use Nekopos delivery, the following terms and conditions must be met and the customer must select it themselves.

[Nekoposu delivery terms of use]
Nekopos delivery is available if all of the following conditions are met.
Amount requirement: Orders must be less than 5,500 yen.
Product conditions: Only products that meet certain conditions, such as product size, set by our store.

[How to select Nekopos delivery]
If you meet the above terms and conditions, "Nekopos" will automatically be displayed and available as a shipping method on the shopping cart screen during the checkout process.
If the conditions are not met, "Nekopos Delivery" will not be displayed as an option.

[Other notes]
Gift wrapping: If you would like gift wrapping, please select standard shipping as Nekopos delivery is not available.

The item will be automatically returned to our store, and you will be responsible for the return shipping and handling fees.
If you are not able to receive the product due to absence or refusal to accept it, the package will be automatically returned to our store after the delivery company's storage period (usually about 7 days) has expired.

[Response after return]
If a product is returned to our store, the following will be handled:
Costs: You will be responsible for the shipping and handling costs for the return shipment.
Even if your order was eligible for free shipping, we will charge you the shipping costs that our store had paid.
No re-shipping: We are very sorry, but we are unable to re-ship (resend) any items.

Please check the tracking number listed in the "Shipping Preparation Complete Email" and contact the delivery company (Yamato Transport) as soon as possible to ensure receipt of your order.

We do not accept returns or exchanges due to customer convenience.
When ordering, please be sure to check the size and specifications carefully.

[In the case of product defects or malfunctions]
If the product you received is damaged, soiled, or is different from the product you ordered, please contact us within 7 days of receiving the product using the "Inquiry Form" to provide details.
We will check the contents and promptly replace or return the item.

We apologize for any inconvenience. Please check the following as our response will vary depending on the condition of the product.
1. In the case of damage, soiling, or incorrect delivery due to a defect on our store
If the product you receive is damaged or soiled due to a defect on our part, or if you receive a product that is different from the one you ordered, we will exchange the product.
Please contact us within 7 days of receiving the product with details via the inquiry form.
If we have the item in stock, we will exchange it. If we do not have the replacement item in stock, we will accept a return (refund).
The inquiry form is here ≫

2. Damage caused by an accident during delivery
If the packaging (cardboard box, paper bag, etc.) of the product you received is significantly damaged, it may have been damaged during shipping. In this case, the delivery company will need to inspect the damage. We apologize for the inconvenience, but we ask that you contact the delivery company (Yamato Transport, etc.) directly. We will proceed with the exchange procedure through the delivery company.

*Please note that we cannot take responsibility for any damage or soiling caused by customer use.

We cannot accept returns or exchanges for reasons of customer convenience (different from the image, wrong size, etc.) Furthermore, please note that we cannot accept returns or exchanges for products that have been used or opened.

We offer gift wrapping for a fee.
For more details, please click here .

We are very sorry, but we do not have paper bags available for hand delivery.

Multiple items can be individually wrapped and shipped.

If you would like your items individually wrapped, please add the required number of "gift bags" to your cart when placing your order.

[Notes]
Checking the contents: If the item is wrapped in multiple packages, we will deliver it in a state where the product name and other details are visible so that you can check the contents yourself.
Delivery time: Individually wrapped items may take longer to arrive than usual.
Bulk orders: We do not offer individual packaging for bulk orders. If you would like gift wrapping for bulk orders, please contact us using the "Inquiry Form" .

It is possible to wrap multiple items at once.
*Depending on the combination of items you order, we may not be able to combine them and wrap them together.
For wrapping instructions, please click here .
*We do not accept wrapping for opened products.

Our store does not offer a service to include a message card.

We apologize, but our store does not provide gift wrapping services.

If you are purchasing as a gift, no documents such as an invoice listing the product price will be included, so you can simply give it to the recipient as is.

[Note]
Generally, there are no prices listed on the products.
However, for planners and calendars, the price including tax is displayed on the product itself or on the obi.

Gift wrapping is a service available when you place an order.

We do not provide a service to notify you of the arrival of individual products.
Please note that we are also unable to reserve products for you.

Sorry, but we do not accept reservations.

Please refer to "Shop List" .
We are unable to check the stock status or stores that carry the product you are looking for.

*Product availability may vary depending on the store listed. Also, the product you are looking for may not be available or may be sold out. Please check with the store to see if the product is in stock before heading out.

Our store does not sell product parts only.

We apologize for any inconvenience, but for products purchased in physical stores, please contact the store where you purchased the product directly. We are unable to accept returns or exchanges for products purchased in our physical store.

When you complete your order, an account will be automatically created for you at our store (there are no registration or annual fees). By using your account, you will be able to enjoy the following convenient services:

Favorites feature: Save items you like to your "Favorites" and check them all together later.
Smooth ordering: You no longer need to enter your name, address, or other information when placing an order.
Check your purchase history: You can check your past order history at any time from your My Page.
Newsletter: We will send you the latest information on new products and other information via email. (This applies if you subscribe to the newsletter.)

You can complete the procedure from the login screen of My Page or by clicking the Account button.
Additionally, when you order a product, an account will be automatically created based on the information you entered. Once you enter the required information (or complete your order), your registration will be completed immediately and you will be able to use the convenient My Page function.

Please check the following points.

Spam folder: Please check your spam folder to make sure our emails haven't been sent there.
Entering your email address incorrectly: Please check that the email address you registered is correct.
Domain-specific reception: Please check your settings so that you can receive emails from @md-product.com.

You can change your registration details from My Page on the site.

Our store does not set or use fixed passwords.
When logging in, please enter your registered email address and we will send you a one-time code via email each time. Please enter the code in the email to log in.

To unsubscribe from our newsletter (email magazine), please follow the "unsubscribe" link at the bottom of the email we send you.

How to unsubscribe and important points to note
You can unsubscribe by clicking the "Unsubscribe" link located in the footer of the email.

[Notes regarding the procedure to stop receiving delivery]
Regarding time lag: Due to system processing, you may continue to receive email newsletters for a few days even after you have completed the unsubscribe procedure. We apologize for any inconvenience this may cause.
Regarding member information: Unsubscribing from the newsletter does not cancel your membership. Important emails based on your membership information (such as order confirmation emails and shipping notification emails) will continue to be sent.

To subscribe to our newsletter, please fill out the form at the bottom of the page. Enter your email address and register.

We are closed on weekends, public holidays, Golden Week, summer holidays, and the New Year holidays.
Business hours are 10:00-12:00 and 13:00-17:00 on weekdays other than those mentioned above.
During the holidays, we will not be able to send "detail confirmation emails" or respond to inquiries, so we will respond on the next business day or later. Thank you for your understanding.

Thank you for considering handling MD PRODUCT. For inquiries regarding new transactions or product procurement, please contact our dedicated office.
For details, please contact us using the "Inquiry Form." After checking the details, a representative will contact you.

Each wholesaler and distributor that we do business with has its own terms and conditions, so it is difficult for us to introduce them to you. We therefore ask that you research wholesalers that handle stationery and contact them directly.

If you would like to place a large order, please contact us using the "Inquiry Form" .