A. If no specific delivery date is requested, we will adhere to our standard shipping schedule as outlined in our delivery policy.

 

■ Shipping Days: Monday through Saturday (excluding most national holidays)

 

・Orders placed by 12:00 PM will be shipped as early as the same day, subject to stock availability. Please note that personalized items and pre-order items are excluded from this same-day shipping service.

・Orders placed after 12:00 PM will be shipped on the next business day.

・Orders placed on Sundays or national holidays will be shipped on the next business day.

 

※ Shipping may be delayed beyond the schedule above in exceptional circumstances (e.g., fraud detection, incomplete delivery information, stock discrepancies, errors due to simultaneous orders, payment processing errors, etc.).

※ Requested delivery dates and times are estimates only. Even if a specific date or time is requested, 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 PM may still be shipped on the same day.

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

 

Please select your desired delivery date and time during the checkout process.

However, please note that we may not be able to meet your request in the following cases:

 

If you use mailbox-delivery services such as Nekopos, Yu-Packet, or Click Post. Please be aware that any specified date or time will be disregarded for these services.

 

Deliveries to certain regions (such as remote islands).

Delays caused by weather, traffic conditions, or delivery company circumstances.

 

When delivery at the specified time is difficult due to high-volume periods, such as the year-end/New Year holidays, long holiday weekends, or peak seasons.

 

Additionally, if you use the nameplate engraving service, production takes approximately 2–3 business days, so we may not be able to deliver by your preferred date and time.

 

Please understand that depending on delivery conditions, the actual delivery time may vary slightly from your specified preference.

 

If you wish for same-day shipping on orders placed by 12:00 PM on weekdays, please do not specify a delivery date or time. Specifying a date or time may prevent same-day shipping, as we will schedule the shipment to align with your requested delivery date.

A. If you are not present when your package is delivered, the delivery company will leave a “missed delivery notice.”

 

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

 

You can also check the delivery status using the **tracking number (inquiry number)** provided in the shipment confirmation email and request redelivery via the delivery company’s website or app.

 

Please note that packages not claimed within the delivery company’s holding period will be returned to our store. If you wish to have the item reshipped after it has been returned, you may be required to cover the reshipping costs. Thank you for your understanding.

 

If an item is returned to our store because the holding period has expired, we may cancel your order without prior notice. In the event of a refund, the amount refunded will be the total payment minus actual costs incurred, such as the initial shipping fee and the return shipping fee.

A. It may be possible to change the delivery address before the item has been shipped.

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

 

However, we cannot accept requests to change the delivery address in the following cases:

The item has already been shipped.

Shipping arrangements have already been finalized.

Certain shipping methods are being used (e.g., Nekopos, Yu-Packet, Click Post).

 

If you wish to change the delivery address after the item has been shipped, please contact the delivery carrier directly or use a forwarding service. Please note that, depending on the carrier’s policies, you may be responsible for any forwarding fees.

 

*Please be aware that we may not be able to accommodate your request depending on the timing of your contact.

A. Yes, we can deliver your order to your hotel.

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

 

To ensure smooth delivery, we also recommend including the following information in the address field:

 

Hotel name

Guest’s name

Check-in date (or date of stay)

Name of the person who made the reservation (if different from the guest)

 

We recommend confirming with the hotel beforehand that they can accept the delivery.

 

Please note that depending on the hotel’s policies or storage conditions, delivery may not be possible, or we may be unable to meet your requested delivery date and time. We appreciate your understanding.

A. You cannot specify “leave at door” (unattended) delivery at the time of placing your order.

 

If you wish to use this service after the item has been shipped, please contact the delivery company directly to arrange it, utilizing the specific unattended delivery services they offer.

 

Please note that unattended delivery may not be available depending on the delivery company’s policies or the chosen shipping method.

 

We cannot be held responsible for any loss, theft, or damage that occurs when unattended delivery is utilized; please understand this in advance.

A. You can check your order status via “My Page” or the emails sent upon completion of your order.

 

If you are a registered member, you can view your current order status under **”Order History” on My Page**.

 

We also provide status updates via the various emails sent regarding your order:

 

Order Confirmation Email: Confirmation of order details

 

Shipping Confirmation Email: Notification that the item has been shipped, including the tracking number (inquiry number)

 

Once shipped, you can check the delivery status using the **tracking number (inquiry number)** provided in the shipping confirmation email via the delivery company’s tracking service.

 

Customers who purchased as guests (without registering as a member) do not have access to My Page; please refer to the order confirmation email or shipping confirmation email instead.

 

If you have any questions regarding your order, please contact us via the inquiry form. Providing your order number when contacting us will help us assist you more smoothly.

A. You can use your coupon on the checkout screen.

 

Please enter your coupon code on the checkout screen and click the “Apply Coupon” button.

 

Once the coupon is applied, the discount amount will be reflected in your order total.

 

Important notes on using coupons:

 

Coupons have an expiration date.

 

Some coupons are subject to conditions, such as a minimum purchase amount or specific eligible products.

 

Certain coupons cannot be used in conjunction with other coupons.

 

Coupons cannot be applied after an order has been placed, so please ensure the coupon is applied before finalizing your order.

 

If a coupon cannot be applied, please check for any errors in the coupon code and verify that you meet the usage conditions.

A. If the product is defective or differs from your order, please contact us within 7 days of delivery.

 

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

However, returns or exchanges are not accepted in the following cases:

Returns or exchanges due to customer preference (e.g., difference in appearance, wrong size, ordering error)

 

Items that have been used

Items for which more than 7 days have passed since delivery

Items soiled, damaged, or altered due to customer handling

Items with missing or damaged tags, accessories, or packaging

Made-to-order or personalized items (e.g., engraved nameplates)

Sale items

Items that come into direct contact with the skin (such as socks or underwear) or care products

Please check here for details.

 

A. If the product is defective or differs from your order, we will cover the shipping costs associated with the return or exchange.

 

However, please note that you may be required to cover actual costs—such as return shipping fees or re-shipment fees—in cases where the product is returned to us because it could not be delivered, or if forwarding charges are incurred due to a change in the delivery address.

 

If you wish to return or exchange an item, please contact us via our inquiry form or email before sending the product back. We may be unable to accept returns sent without prior notification.

A. If we have instructed you to return the item(s) via a prepaid shipping method, please ensure that you do so.

 

Please note that if an item is returned via “cash-on-delivery” (freight collect) due to customer preference, we may refuse to accept the delivery.

 

In the event that we do accept such a delivery, we may deduct the shipping costs and any other incurred expenses from your refund.

 

However, for returns or exchanges due to reasons attributable to us—such as defective products or incorrect shipments—we will cover the shipping costs; please follow the return instructions we provide.

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

 

The process is as follows:

 

Please provide your order number and the reason for the return or exchange via the inquiry form or email.

 

After reviewing your request, we will inform you whether the return or exchange is possible and provide instructions on where and how to send the item back.

 

Please return the item according to the instructions provided.

 

Upon receipt, we will inspect the item and proceed with shipping the replacement or processing the refund.

 

Important Notes

 

We may be unable to accept returns or exchanges for items sent back without prior notification.

 

If we instruct you to return the item via prepaid shipping, please ensure that you pay the shipping costs in advance.

 

We will cover the shipping costs for returns or exchanges resulting from issues on our end, such as defective products or incorrect deliveries.

A. Please note that if the item you wish to exchange for is out of stock, we may be unable to process the exchange.

 

In such cases, we will contact you via email or phone to discuss the following options:

 

Waiting for the same item to be restocked (if a restock is scheduled)

 

Exchanging for a different color, size, or product (subject to availability)

 

Returning the item for a refund

 

If a refund is issued, the process will be handled according to the payment method originally used.

A. No, we do not offer refunds without the return of the item.

 

If you wish to receive a refund, you must return the item in question; the refund process will begin after we have received and inspected the product.

 

Please note that we cannot issue a refund if the item is not returned.

A. To ensure a safe and reliable service for all customers, we may cancel orders, refuse requests for returns or exchanges, or deny future service if malicious nuisance behavior or fraudulent activity is confirmed. Where necessary, we may share information with relevant e-commerce platform operators, payment processors, and delivery companies, or consult with and report matters to the police or other relevant authorities.

 

Requests for returns or refunds based on false information

 

Demanding unreasonable returns, refunds, price reductions, or compensation by implying or leveraging the posting of reviews or social media content

 

Multiple product returns due to reasons such as prolonged absence, refusal of delivery, or incorrect address details

 

Returning items via “cash-on-delivery” (freight collect) despite our instructions to use a prepaid shipping method

 

Abusive language, threats, intimidating behavior, or other forms of harassment directed at our staff or delivery personnel

 

Misuse of coupons, points, or similar benefits

 

Bulk purchases deemed to be for resale purposes or other fraudulent orders

 

Repeated malicious return or exchange requests

 

If you unilaterally initiate return or refund procedures—without contacting us beforehand—by utilizing refund systems or support services such as the Amazon A-to-z Guarantee, or those offered by Rakuten Ichiba, Yahoo! Shopping, etc.

 

Failure to return the original item by the deadline specified by us following an exchange

 

Any other actions that significantly disrupt normal store operations

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

 

Items currently in stock can be ordered immediately.

 

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

 

Stock availability may vary by color, size, or specifications; please select your desired options to check the status.

 

Please note that inventory is shared across multiple sales channels (such as our official online store, Rakuten Ichiba, Yahoo! Shopping, and Amazon). Consequently, there may be a slight delay in updating stock information depending on the timing of your order. Please be aware that an item may become out of stock after an order has been placed.

 

If the item you want is out of stock, please contact us, and we may be able to provide information regarding potential restock dates. Please feel free to reach out to us.

A. Yes, it may be possible to add the nameplate engraving service even after the product has been shipped.

 

If you wish to have the nameplate engraved, please send the nameplate included with your caddie bag back to our store at your own expense (prepaid shipping).

 

If you are unable to return the original nameplate, we can perform the engraving if you purchase a new nameplate (1,500 JPY, tax included).

 

Regardless of where you purchased the item, please contact us beforehand via our inquiry form or email regarding the return address and procedure. Once we have reviewed your request, we will provide instructions on where to send the item and how to proceed.

A. Various bag series: 1 year

 

*Other items (apparel, accessories, etc.) are not covered by the warranty.

 

If defects in materials or workmanship are found during the warranty period stated above, we will repair the item free of charge (or replace it if repair is deemed difficult).

 

We also accept repair requests for products beyond the warranty period; please contact our Customer Center. If necessary, we will provide a cost estimate and proceed with repairs upon your approval. To claim this warranty, you must present proof of purchase from an authorized retailer, so please keep your delivery slip or other proof of purchase in a safe place. We cannot accept repair requests for items purchased outside of this site or without proof of purchase.

 

*Please note that repairs may not be possible if the production of necessary parts has been discontinued.

 

Please be aware that certain restrictions and exceptions may apply depending on your region of residence. Additionally, repairs for defects caused by handling after the product has been put into use will be charged at actual cost. Please note that the following cases are subject to paid repairs:

 

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

* Damage or defects caused during transit, such as on aircraft.

* Damage, wear, fading, etc., caused by aging (such as hydrolysis of the body, handle, casters, or zippers).

* Issues caused by the customer’s intentional acts, gross negligence, or misuse. * Damage caused by forcibly overstuffing the storage compartment beyond its capacity

* Damage caused by applying excessive force to zippers, buckles, handles, shoulder straps, etc.

* Damage caused by dropping, impact, abrasion, snagging, stepping on the item, etc.

* 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 resulting from improper storage or usage methods

* Other damage or malfunctions caused by the customer’s willful misconduct, negligence, or improper use

* Damage caused by war, riots, earthquakes, volcanic eruptions, or water-related disasters (typhoons, floods, tsunamis, etc.).

* Damage resulting from repairs, modifications, etc., performed by facilities other than our authorized repair centers. Furthermore, we do not provide compensation for damage to or loss of contents inside the bag, nor for any consequential losses or lost opportunities.

* Please note that damages related to the loss of or damage to contents, as well as costs associated with the inability to use the product or lost opportunities, are also excluded from coverage.

A. Please note that subscribing to our newsletter and registering as a member are separate processes.

 

Signing up for the newsletter (such as during checkout) does not grant access to the “My Page” area.

 

To access “My Page,” please complete the separate member registration process using your email address.

 

Register as a member here

 

If you are unable to log in, please reset your password.

 

If you do not receive the password reset email, it is often because a membership account was never created.

 

Please double-check whether you have completed the member registration.

 

If the issue persists, please contact us directly.

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

 

When you register as a member and make a purchase, you will earn points based on the purchase amount.

 

Accumulated points can be used for future purchases at a rate of 1 point = 1 yen.

 

We also offer benefits based on membership rank and may run campaigns that award bonus points.

 

You can check your point balance and usage history on the “My Page” section of the site.

 

* Please refer to the point program details for information regarding point issuance conditions, expiration dates, and usage terms.

* This point service is exclusive to the YUPPY QUOKKA official online store; purchases made at our Rakuten Ichiba, Yahoo! Shopping, or Amazon stores are not eligible.

* Points cannot be added retroactively after a purchase has been completed.

* Points are valid for one year from the date of your last purchase.

* The details of this program are subject to change without prior notice.

A. Yes, we also accept inquiries by phone.

However, as we operate with a small staff, there may be times when we are unable to answer the phone due to tasks such as processing shipments or assisting customers.

We kindly ask that you contact us via the inquiry form or email; we will review your message and reply in the order received.

While we do accept inquiries by phone for urgent matters, if you are unable to get through, please try calling again later or use the inquiry form.