If you are unable to find a solution here, please feel free to contact us.

Please check the instruction manual at here.

Q.Is there a shipping fee?

A.No, we do not. We offer free shipping throughout Japan.

Q.When will I receive it?

A.It usually takes 1-2 business days to ship. You can check the status of your shipment by using the "Inquiry Invoice No." that will be sent to you by e-mail.

Q.Can you deliver to other locations besides my home?

A.Yes, it is possible. It is possible.
However, we cannot deliver to hotels, inns, or other temporary lodgings, or to airports.

Q.Can you ship overseas?

A.No, we do not. We deliver only within Japan.

Q.I don't have a credit card, can I pay by cash on delivery or bank transfer?

A.No. We do not accept cash on delivery or bank transfer. We do not accept cash on delivery or bank transfer.
Please use a credit card (VISA, Mastercard, JCB, American Express).

Q.Do you offer gift wrapping?

A.Yes, we do. We have decided not to show the price on the delivery note so that you can use it as a gift.

Q.Can you issue a receipt for me?

A.Yes. You can download a PDF of the receipt from the order confirmation email.

Q.I have not received a confirmation email for my order.

A.An order confirmation email will be sent automatically immediately after your order is placed. If you are using a mobile carrier email address, please change the delivery domain to "@citizen.co.jp".
If you are using a cell phone carrier email address, please make sure that you can receive the delivery domain "@citizen.co.jp".
If you are using a cell phone carrier's email address, we recommend that you use a PC address, as your email may not be delivered due to spam filtering.
If you do not receive an email within a few days, please contact us.

Q.Can I cancel my order?

A.No, we do not. We cannot cancel or change your order.

Q.Can I return or exchange the product?

A.No, we do not accept returns or exchanges. We do not accept returns or exchanges for the convenience of our customers.
In case of wrong item or defect, please contact us within 8 days of delivery.

Q.Can I see the actual product?

A.Yes. It is available at some On Time and Move stores.