A. We offer free shipping nationwide.

A. If you do not specify a desired delivery date, we will adhere to our shipping schedule in accordance with our shipping terms.
■Shipping Days: Monday–Saturday (excluding national holidays)
・Orders placed by 12:00 PM will be shipped the same day if the item is in stock. This does not apply to personalized items or pre-order items.
・Orders placed after 12:00 PM will be shipped the next business day.
・Orders placed on Sundays or national holidays will be shipped the next business day.

*Please note that in the event of unforeseen circumstances, we may be unable to ship your order as described above. (Examples: fraud detection, incomplete shipping information, stock shortages, errors due to simultaneous orders, payment processing errors, etc.)
*The specified delivery date and time are only estimates. Even if you request a specific delivery time, delays may occur due to traffic conditions on the day of delivery. We appreciate your understanding.
*Depending on the day’s shipping volume, orders placed after 12:00 p.m. may be shipped on the same day.

A. Currently, we only support customers within Japan.

A. We primarily ship via Sagawa Express or Japan Post. You cannot specify a shipping carrier.

A. Yes, you can specify your preferred delivery date and time when placing your order.

Please select your preferred delivery date and time slot during the ordering process.

However, we may not be able to accommodate your request in the following cases.

• If you are using a mail-drop delivery service such as Nekopos, Yu-Packet, or Click Post, please note that any specified delivery date and time will not be honored.
• For deliveries to certain areas (such as remote islands)
• If delivery is delayed due to weather, traffic conditions, or circumstances at the shipping company
• If delivery by the specified date and time is not possible due to delivery conditions—such as the year-end and New Year holidays, long holidays, or peak seasons—

Additionally, if you use our nameplate engraving service, please note that production takes about 2–3 business days, so we may not be able to deliver your order by your requested delivery date and time.

Please note that depending on delivery conditions, the delivery date and time may vary even if you specify a preferred date and time.

If you would like your order to be shipped the same day when ordering by 12:00 PM on a weekday, please place your order without specifying a delivery date or time. If you specify a date and time, we will ship your order to arrive on that date, so it may not be shipped the same day.

A. If you are not home when your package is delivered, the delivery company will leave an “Absence Notice” in your mailbox.

Please contact the delivery company listed on the delivery notice to request a redelivery.

You can also check the delivery status using the **waybill number (tracking number)** provided in the shipping confirmation email, and you can request a redelivery through the carrier’s website or app.

Please note that packages that exceed the storage period at the shipping company will be returned to our store. If you wish to have the package reshipped after it has been returned, you may be required to pay the shipping costs for the reshipment. We appreciate your understanding.

If an item is returned to our store after the storage period has expired, we may cancel your order without prior notice. If a refund is issued, the amount refunded will be the total minus actual expenses, such as the original shipping cost and the return shipping cost.

A. If the item has not yet been shipped, we may be able to change the shipping address.

If you wish to change your shipping address after placing your order, please contact us as soon as possible via the contact form or email.
Contact Us

However, we cannot accommodate changes to the shipping address in the following cases.

• If the item has already been shipped
• If shipping arrangements have been completed
• When using certain shipping methods, such as Nekopos, Yu-Packet, or Click Post,

If you wish to change the shipping address after your order has been shipped, please contact the shipping company directly or use a forwarding service. Please note that, depending on the shipping company’s policies, you may be responsible for any shipping fees associated with the forwarding.

*Please note that depending on when you contact us, we may not be able to accommodate your request.

A. Yes, we can also deliver it to your hotel.

When placing your order, please enter the hotel address as the shipping address and the guest’s name as the recipient.

In addition, to ensure smooth delivery, we recommend that you include the following information in the address field.

• Hotel Name
• Guest’s Name
• Check-in Date (or Date of Stay)
• Name of the person making the reservation (if different from the guest’s name)

We recommend that you check with the hotel to see if they can accept your luggage before placing your order.

Please note that depending on the hotel’s pickup policies and storage conditions, we may be unable to accommodate your request for pickup or may not be able to meet your preferred delivery date and time. We appreciate your understanding.

A. You cannot select “leave at door” when placing your order.

If you would like to have your order left at your door after it has been shipped, please use the delivery service provided by the shipping company and contact them directly to arrange this.

Please note that depending on the shipping company’s policies and the shipping method, leave-at-door delivery may not be available.

Please note that we cannot be held responsible for any loss, theft, or damage that may occur when using our leave-at-door service.

A. Immediately after you receive the shipping confirmation email, the tracking information may not yet be available in the shipping company’s system.

Tracking information is usually updated within a few hours to 24 hours after shipment, so please check again later.

If your tracking information does not appear even after more than 24 hours have passed, please contact us via the inquiry form. We will check the delivery status and get back to you.

A. We accept cancellations as long as the item has not yet been shipped. Please contact us via the inquiry form or by email. Please note that we cannot accept cancellations after the item has been shipped.

A. Yes, we offer gift wrapping for most items, with some exceptions. The items eligible for gift wrapping are listed on the product page.

A. You can use payment methods such as credit cards, bank transfers, and online payments. Please check the purchase screen to see which payment methods are available.

A. Yes. You can let us know when you place your order, or you can generate it from your My Page after placing your order.

A. You can check your order status on My Page or in the order confirmation email.

Registered customers can check the current status of their orders under **”Order History”** on My Page.

We also provide updates on the status of your order in the various emails we send you after you place your order.

• Order Confirmation Email: Confirmation of Your Order Details
• Shipping Confirmation Email: Notification of Shipment and Tracking Number (Inquiry Number)

Once your order has been shipped, you can check the delivery status using the shipping company’s tracking service with the **waybill number (tracking number)** provided in the shipping confirmation email.

Guest customers (those who have not registered as members) cannot access “My Page,” so please check your order confirmation email or shipping confirmation email.

If you have any questions regarding your order, please contact us using the inquiry form. Please include your order number so we can assist you more efficiently.

A. In the event of a manufacturing defect or incorrect shipment, please contact us within 7 days of receiving the product. As a general rule, we do not accept returns or exchanges for reasons attributable to the customer.

A. If there is a defect in the product, or if you receive an item that differs from your order, please contact us within 7 days of receiving the product.

We accept returns and exchanges only for unused, unopened items.

However, we cannot accept returns or exchanges in the following cases.

• Returns and Exchanges Due to Customer Circumstances (e.g., product not as expected, wrong size, incorrect order, etc.)
• Products that have been used once
• Items for which 7 days have passed since delivery
• Products that have been soiled, damaged, or altered due to the customer’s negligence
• Items with lost or damaged product tags, accessories, packaging, etc.
• Made-to-Order and Personalized Products, Such as Engraved Nameplates
• Items on Sale
• Products that come into contact with the skin, such as socks and underwear, as well as personal care products

For more details, please click here.
Returns and Exchanges Policy

A. If a product is defective or if you receive an item that differs from your order, we will cover the shipping costs for returns and exchanges.

In addition, if you are unable to receive the item and it is returned to our store, or if redelivery fees are incurred due to a change in the delivery address, you may be required to cover the actual costs, such as return shipping and redelivery fees.

If you wish to return or exchange an item, please contact us via the contact form or email before returning the item. We may not be able to accept items returned without prior notice.

A. If we instruct you to return the item with “shipping prepaid,” please be sure to return it with shipping prepaid.

In the unlikely event that a return or exchange requested by the customer is sent back with shipping charges due upon delivery, we may refuse to accept the package.

If you are forced to accept the package at our store, we may deduct the cash-on-delivery shipping charges and any other incurred expenses from your refund.

Please note that for returns or exchanges due to reasons on our part—such as defective products or incorrect shipments—we will cover the shipping costs. Please return the item following the return instructions we provide.

A. If you wish to return or exchange an item, please be sure to contact us before sending the item back.

The procedure is as follows.

1. Please contact us via the inquiry form or email, providing your order number and the reason for the return or exchange.
2. After we review the details at our store, we will let you know whether a return or exchange is possible, as well as the return address and return instructions.
3. Please return the item according to the instructions provided by our store.
4. Once the product arrives, we will verify its contents and proceed with either shipping a replacement or processing a refund.

Important Notice

• We may not be able to accept returns or exchanges for items that are returned without prior notice.
• If we instruct you to return the item with shipping prepaid, please be sure to return it with shipping prepaid.
• In cases of returns or exchanges due to reasons on our part—such as defective products or incorrect shipments—we will cover the shipping costs.

A. If the item you wish to exchange for is out of stock, we may not be able to process the exchange.

In that case, please contact us by email or phone, and we will guide you through one of the following options.

• Please wait for the same item to come in (if it is scheduled to be restocked)
• Exchange for a different color, size, or item (if in stock)
• Returns and Refunds

Please note that if a refund is issued, we will process it using the same payment method you used.

A. No. We do not issue refunds without a return.

If you would like a refund, please be sure to return the eligible item. We will process your refund after we have confirmed the item’s arrival and condition.

Please note that if you do not return the item, we will be unable to issue a refund.

A. To ensure that our customers can use our services with peace of mind, if we confirm any malicious or disruptive behavior or fraudulent activity, we may cancel your order, refuse to accept returns or exchanges, or deny you future access to our services. If necessary, we may share information with the relevant e-commerce marketplace operator, payment processor, or shipping company, or consult with or report the matter to the police or other relevant authorities.

• Return and Refund Requests Based on False Information
• Acts of demanding unjustified returns, refunds, discounts, compensation, etc., by suggesting or using reviews or social media posts
• Content that is factually incorrect, false, or misleading; fake reviews; reviews intended to interfere with our business operations by competitors or other parties; or any other content that we reasonably determine to be inappropriate
• Acts of unjustly demanding or coercing returns, exchanges, free repairs, refunds, etc., either during the initial defect claim period (within 7 days of receipt) or after the warranty period has expired
• If an item has been returned multiple times due to a prolonged absence, refusal to accept delivery, an incorrect address, or other reasons
• If, contrary to our store’s instructions, an item is returned via cash on delivery despite being designated as prepaid
• Verbal abuse, threats, intimidating behavior, or other disruptive conduct toward our staff or delivery personnel
• Fraudulent Use of Coupons, Points, etc.
• Bulk purchases deemed to be for resale or other fraudulent orders
• Repeated Malicious Returns and Exchanges
• If you unilaterally initiate a return or refund process through the Amazon Marketplace Guarantee, Rakuten Ichiba, Yahoo! Shopping, or other similar refund programs or support services without first contacting our store,
• If you do not return the item by the deadline we provided after the exchange has been processed,
• In addition, any conduct that significantly interferes with the normal operation of the store

A. You can check the latest inventory status on the product page.

You can order items that are in stock right away.

Items that are out of stock are marked as “Out of Stock” and cannot be purchased.

Stock availability may vary by color, size, and specifications for certain products, so please select your desired options to check availability.

Please note that inventory is shared across multiple sales channels (including our official online store, Rakuten Ichiba, Yahoo! Shopping, and Amazon), so depending on when you place your order, there may be a delay in updating inventory status. Therefore, please be aware that items may become out of stock after you place your order.

If the item you’re looking for is out of stock, please contact us and we may be able to let you know if it’s scheduled to be restocked. Feel free to contact us.

A. Yes, in some cases, you can add the nameplate engraving service even after the item has been shipped.

If you would like to have your name engraved, please return the nameplate included with your golf bag to our store, with shipping costs paid by you.

If you are unable to return the included nameplate, please purchase a new one (1,500 yen, tax included) before we can engrave it.

Please note that regardless of where you made your purchase, you should contact us in advance via the inquiry form or email regarding the return address and return procedure. Once we have reviewed your inquiry, we will provide you with the return address and instructions.

A. Once we receive the item for repair, it takes about one week to provide an estimate and about five weeks to complete the repair.

A. Regarding repairs, even for the same product, the nature of the repair may vary depending on the condition of each individual item. Therefore, we will provide you with details—including whether a repair is possible and the cost—after we have inspected the product in person.

A. Various Bag Series: 1 year
*Other items (apparel, accessories) are not covered by the warranty.

If any defects in materials or workmanship are found during the warranty period stated above, we will repair the product free of charge (or replace it if we determine that repair is not feasible).

We also accept repair requests for products that are past the warranty period listed above; please contact our Customer Service Center.If necessary, we will provide you with a repair estimate and proceed with the repair only after receiving your approval. To qualify for this warranty, you must present proof of purchase from an authorized retailer, so please keep your delivery slip or other supporting documentation in a safe place. We cannot accept repair requests for products purchased elsewhere or without proof of purchase.

*Please note that we may not be able to perform repairs if the parts are no longer in production.

Please note that restrictions and exceptions may apply depending on your region. Additionally, any malfunctions resulting from your handling of the product after use will be repaired at your expense. Please be aware that repairs in the following cases will be subject to a fee.

・Normal wear and tear, fading, and deterioration, damage, or soiling caused by fire, high temperatures, heat, chemicals, solvents, acids, water, direct sunlight, etc.

・Damage or malfunctions caused by damage sustained during transport, such as on an aircraft.

・Damage, wear, and fading caused by aging, such as hydrolysis of the body, handles, casters, and zippers.

・In cases resulting from the customer’s willful misconduct, gross negligence, or unauthorized use.

　* Damage caused by forcing items into the storage compartment that exceed its capacity
* Damage caused by applying excessive force to zippers, buckles, handles, shoulder straps, etc.
*Damage caused by dropping, impact, abrasion, snagging, or being stepped on
　※Alterations, repairs, or modifications performed by the customer
　※Damage caused by using the product for purposes other than its intended use
　※Tears, deformation, or damage caused by storing sharp or heavy objects
　※Damage caused by improper storage or use
　※Any other damage or malfunction caused by the customer’s intentional or negligent actions or improper use

・In cases caused by war, riots, earthquakes, volcanic eruptions, or natural disasters (typhoons, floods, tsunamis, etc.).

・Damage resulting from repairs, modifications, or similar actions performed at locations other than our authorized repair centers. Additionally, we do not cover damage to or loss of items inside the bag, nor do we cover damages related to lost profits.

・Please note that damages related to costs arising from damage to or loss of contents, inability to use the product, or loss of opportunity are also excluded from coverage.

A. If you’ve forgotten your password, please reset it by clicking “Forgot your password?” on the login page.

A. At our store, signing up for the newsletter and registering as a member are two separate processes.
You cannot access “My Page” by simply subscribing to the email newsletter (during checkout).
In that case, please use the email address you registered with to sign up.
Click here to register

If you are unable to log in, please reset your password.
If you do not receive a password reset email, it is often because you were never registered as a member in the first place.
Please check once again to make sure you are registered as a member.

If the problem persists, please contact us directly.

A. After logging in to My Page, click “Account Details,” change your email address, and then click “Save Changes.”

A. You can view your purchase history on My Page. Please access My Page via the link below and check under “Orders.”
You can also view your receipt here.
Member Login

A. Yes, we offer a rewards program for our members.

If you register as a member and purchase a product, you will earn points based on the purchase amount.
You can use your accumulated points—at a rate of 1 point = 1 yen—toward future purchases.
In addition, we may offer benefits based on membership tier or run campaigns that award bonus points.
You can check your point balance and transaction history on My Page.

* Please refer to the Points Program Guide for details on point accrual, expiration dates, and terms of use.
* The points service is available exclusively at the official YUPPY QUOKKA online store. Purchases made at the Rakuten Ichiba, Yahoo! Shopping, or Amazon stores are not eligible.
* Points cannot be added retroactively after a purchase.
* Points are valid for one year from the date of your last purchase.
* The terms of this program are subject to change without prior notice.

A. For customers who are unable to contact us during our business hours, we ask that you submit your inquiry via the contact form. However, due to our internal circumstances, it may take 2–3 days for us to respond. Additionally, we are unable to respond during company holidays, such as Golden Week, summer break, and the year-end and New Year holidays. If your inquiry requires an explanation—such as for repairs—we will contact you by phone rather than email.

A. Yes, we also accept inquiries by phone.

However, since our store is run by a small staff, we may be unable to answer the phone at times due to shipping tasks or assisting customers.

We apologize for the inconvenience, but if you could contact us via the inquiry form or by email, we will review your message and respond in the order received.

If you are in a hurry, you can also contact us by phone; however, if you are unable to get through, please try calling again later or use the contact form.

A. If an error occurs during 3D Secure authentication, please contact your card issuer.

Since 3D Secure is a system used by credit card companies to verify the cardholder’s identity, we may not be able to confirm the details of the error.

The following are considered to be the main causes.

• You are using a card that is not registered with 3D Secure
• Incorrect Entry of Authentication Passwords or One-Time Passwords
  If you enter the password for the identity verification service incorrectly multiple times, you will be unable to proceed with the process for a certain period of time. Please wait a while before attempting the process again.
  *We are unable to provide information regarding when re-authentication will be available.
• The credit card information you registered is incorrect
  You may have entered the security code or expiration date incorrectly, so please check your entries.
• The credit card company has imposed a spending limit
• You have exceeded your credit limit
• Impact of Network Conditions and Browsers

We apologize for the inconvenience, but please check with your credit card company and try the procedure again.
If you’re in a hurry, please use a different credit card or another payment method.

A. We apologize for the inconvenience. Please try the following steps.

• Reload the page
• Clear Your Browser’s Cache and Cookies
• Please try using a different browser (such as Google Chrome, Safari, or Microsoft Edge).
• Please try using a different device, such as a smartphone or computer.
• Please change your network settings and try again.

If the issue persists even after trying the steps above, please contact us via the contact form. Providing the following information will help us investigate and resolve the issue more efficiently.

• Date and time the error occurred
• The device you are using (smartphone, computer, etc.)
• Your browser
• Error Details (Message Displayed)
• Screenshot of the error screen

*Please note that the service may be temporarily unavailable due to system maintenance or a sudden surge in traffic. If this occurs, please wait a short while and try again.