Shipping policy

DASHI OKUME USA ("we," "us," or "our") operates https://okume.us/ (the "Website"). By placing an order through the Website, you agree to the terms of this Shipping Policy. This policy is intended to clearly explain our shipping procedures, timelines, and responsibilities.

1. General

All orders are subject to product availability.

We make every effort to maintain accurate inventory levels on our Website. However, occasional inventory discrepancies may occur, and we may not be able to fulfill all items in an order at the time of purchase.

If an item is out of stock, we will cancel and refund the unavailable item(s) and ship the remaining items in the order.

2. Shipping Costs and Shipping Methods

We primarily ship orders using UPS.

Shipping rates are calculated based on the customer's shipping address, as well as the weight and dimensions of the order.

If we have a shipping promotion, eligible orders will be shipped automatically using UPS Ground or USPS Ground Advantage, depending on the destination and shipping cost.

The estimated delivery time shown when you select a shipping method refers to the carrier's estimated business days for transit only. It does not include our order processing and packing time.

For example, if you select 2nd Day Shipping, the estimated 2-business-day transit time begins once the package has been handed over to the carrier. It does not include the time needed for us to process and pack your order.

3. Order Processing and Dispatch Time

Orders are usually prepared and dispatched within 3 business days, excluding weekends and holidays, after payment has been received.

Please note that selecting an expedited shipping method does not shorten our order processing time. We do not offer an expedited processing or rush-packing option.

For example, if an order is placed on Friday afternoon, the UPS pickup for that day may have already taken place. In that case, the order will generally be packed and prepared for shipment starting the following Monday and is expected to leave our store by Wednesday.

If you select an expedited shipping option such as 2nd Day, 3 Day, or Next Day, the carrier's transit time begins only after the order has been processed and the package has been handed over to the carrier. The shipping time shown at checkout does not include our up-to-3-business-day processing period or weekends and holidays.

Please note that all delivery times shown at checkout are estimates only and are not guaranteed. We do not guarantee that your order will arrive by a specific date or time, even if you select an expedited shipping option. Shipping and delivery times may be affected by holidays, peak shipping periods, carrier delays, weather, or other circumstances beyond our control.

We recommend placing your order in advance if you need it by a specific date.

4. Packages Damaged in Transit

If your package appears to be damaged during delivery, please refuse delivery if possible and contact us immediately.

If a damaged package has already been delivered, please contact us as soon as possible with details and, if available, photos of the damage and packaging. We will provide instructions regarding the next steps.

5. Lost or Missing Packages

5-1. Packages Lost in Transit

If a package is delayed or suspected to be lost in transit, we will work with the carrier to investigate the shipment.

A refund or replacement will be processed after the carrier has completed its investigation and determined that the package is lost.

5-2. Packages Marked as Delivered but Not Received

DASHI OKUME is not responsible for packages once the carrier's tracking system shows the package as "Delivered."

If you cannot locate a package that is marked as delivered, please allow at least 24 hours, as carriers may occasionally update the delivery status before the package is physically located at the delivery address.

During this time, please check:

• Your apartment or building's mailroom, package room, or designated delivery area
• With other members of your household or the intended recipient
• With your building's front desk, doorman, or management office, if applicable
• Around your property and nearby areas where the carrier may have left the package
• With your neighbors

If you still cannot locate the package after 24 hours, please contact the carrier directly and file a missing package claim. We may assist with the carrier's investigation when necessary, but the customer is responsible for contacting the carrier regarding a package that has been marked as delivered.

6. Hotel and Temporary Accommodation Deliveries

We strongly recommend that customers avoid shipping orders to hotels or other temporary accommodations whenever possible. If you choose to have an order shipped to a hotel, resort, Airbnb, or other temporary accommodation, you are responsible for confirming that the accommodation can accept, hold, and release the package to you.

6-1. No Guarantee of Delivery During Your Stay

DASHI OKUME does not guarantee that an order will arrive before or during your stay, regardless of the shipping method selected. Expedited shipping services, including 2nd Day, 3 Day, and Next Day Shipping, do not guarantee delivery by a specific date or within your stay period.

Shipping transit times begin only after the order has been processed and handed over to the carrier. Customers are responsible for allowing sufficient time for order processing, transit, and unexpected delays.

6-2. Hotel Policies and Guest Information

Hotels and other temporary accommodations may restrict access to guest information or decline to confirm reservations, stays, or package receipt due to their privacy policies or internal procedures.

DASHI OKUME cannot guarantee that a hotel or accommodation will accept, hold, locate, or release a package to a customer. We may be unable to obtain information from the hotel or investigate a package on the customer's behalf.

Customers are responsible for contacting the accommodation before placing an order to confirm its package acceptance, storage, and retrieval policies.

6-3. Customer Responsibility and Refunds

Customers who choose to ship orders to hotels or other temporary accommodations are responsible for providing accurate delivery information and ensuring that the package can be accepted and retrieved in time.

DASHI OKUME is not responsible for a customer's inability to retrieve a package before departure or for a package arriving after the customer's stay has ended, except where otherwise required by applicable law.

We do not provide refunds or replacements solely because an order does not arrive during the customer's stay or cannot be retrieved from the accommodation. All requests involving missing, delayed, damaged, or undelivered orders remain subject to our Shipping Policy, Refund Policy, and applicable law.

By placing an order for delivery to a hotel or temporary accommodation, you acknowledge these delivery risks and accept responsibility for coordinating receipt of the package with the accommodation.

7. Order Cancellations

If you change your mind after placing an order, we can accept cancellation requests at any time before the order has been dispatched.

If you need to cancel an order, please call us as soon as possible during our business hours. We strongly recommend calling rather than emailing because our packing team does not always have access to or monitor email, and an email request may not be seen in time to cancel an order before it is processed or shipped.

We cannot guarantee that we will be able to cancel an order before it is processed or shipped.

Once an order has been shipped, it cannot be cancelled and no refund will be issued in accordance with our Refund Policy.

8. Customer Service

For shipping-related inquiries, please contact us during our business hours, 11:00 AM–8:00 PM, by phone at (646) 434-2912 or by email at support@okume1871.us.

For urgent requests to change a shipping address, we strongly recommend calling us during business hours. Calling allows us to respond as quickly as possible before the order is shipped.

Once an order has been shipped, we may not be able to change the shipping address. If a change or rerouting is possible after shipment, additional shipping or carrier fees may apply and will be the customer's responsibility.

Thank you for your understanding.