Shipping Destinations

We currently ship our products from New York to everywhere in the US, Canada, and the UK.

Shipping Times

Standard Delivery

Once you place an order, we'll ship it within one business day—barring any unforeseen issues. If you place your order over the weekend and select Standard Delivery, we'll ship it out no later than the following Tuesday. 

Express Shipping

If you select Express Shipping before 12pm EST, pending payment verification, your order will ship out the same day. If you place your order over the weekend, it'll ship out on Monday. If your order is placed after 1pm* EST, you can expect your order to ship out the next business day.

*Rush cut-off can change from time to time due to holidays or carrier restrictions.

Shipping Cost

US orders $50 and up before shipping fees and taxes will have free shipping. Orders under $50 will be charged for shipping depending on your chosen delivery method and country. Total price will be displayed at checkout. 

Insurance

We offer shipping insurance for your order through Route, a third party application. Route ensures protection of customers' shipments in case lost, stolen, or damaged. You may choose to add Route's shipping insurance at checkout, and a fee of generally 1% of your order value will be charged to your payment method. We encourage our customers to purchase shipping insurance, especially during the holiday season, as packages may be very susceptible to theft and loss during this time.

Lost or Stolen Packages

If your tracking information states that your package was delivered to your address and you have not received it, please contact the carrier to file a claim for your lost or stolen package. If you need any assistance, please reach out to us at hi@hiyuzu.com and we will work with you and the carrier to complete the claims process. Please contact us within 10 days if you would like assistance in filing a claim. 

Please note: Claims can take up to 30 days to complete (depending on the shipping carrier used). hiyuzu does not hold or accept responsibility for packages that have been reported as delivered by the carrier. We do not issue refunds or credits for packages that the carrier confirms as being delivered.

Damaged Packages

For damaged packages, please email us at hi@hiyuzu.com.

Payment Methods 

We accept secure payments for both domestic and international customers via credit cards and debit cards. You can select your preferred payment method at checkout. 

For your protection, hiyuzu reserves the right to hold credit card orders pending complete bank verification. Note that additional exchange fees may apply if your currency is other than US dollars.

Fraud Protection

hiyuzu takes fraud prevention seriously and will continually work to protect the security of our card-carrying customers. hiyuzu reserves the right to flag any online orders for fraud prevention purposes. This may cause delays in processing orders. Customers are encouraged to provide accurate contact information and customer service representatives will make any correspondence attempts to the contact information provided. Customers submitting orders with varying information may be subject to such delays in processing. Flagged orders may be held from processing to await explanation regarding the variance between the billing and shipping information provided. First-time orders from new customers at above-average dollar amounts may only be authorized to ship to the billing address provided. Orders submitted using unsupported credit card information (often international) may be asked to confirm authorization by submitting a government-issued identification card that matches the information on file with the bank for the credit card holder. International customers who elect to ship to freight forwarding/drop shipping companies may have their orders canceled at managerial discretion.

Return Policy

While we hope that you are always satisfied with your hiyuzu purchase, we realize there are times that you may need to return a product. All returns will be credited as store credit or to a hiyuzu Gift Card. 

Please review the following guidelines:
- Return the item in its original packaging, unopened and unused, within 30 days of the delivered date.
- You will be responsible for return shipping and handling charges, which will not be refunded, unless you received defective merchandise. We encourage you to obtain a tracking number as we cannot issue a refund until we receive the returned merchandise.  We are not responsible for lost packages.
- Final sale items are not eligible for returns or exchanges.
- All returns will be charged a restocking fee (10% of the purchase amount or subtotal before shipping fees and taxes), and it will be deducted from the refunded amount.
- All return refunds are processed within approximately 7–10 days upon receipt.

Defective Products

If you receive a defective product (e.g. broken cap, leaking product, damaged package, etc.), please contact us for assistance with returns, refunds, and exchanges. Email us at hi@hiyuzu.com with the subject line: "Defective Item", and include your order number, name, photos of the damaged item, and reason for the return in your message.

Simply add as many items as you wish to your shopping cart while browsing our store. Once you want to proceed with the order, go to your shopping cart and select "checkout". Follow the instructions, including providing delivery information and selecting your preferred payment method. We will ship your package out within one business day. 

We're always happy to guide you at any step!