Last Updated: September 16, 2026
Welcome to our Frequently Asked Questions page.
Below you can find answers to common questions about ordering, payment, shipping, delivery, tracking, cancellations, returns, refunds and customer support.
If you cannot find the information you need, please contact us:
Email: support@sjsng.shop
Telephone: +81 90 45 1561 6182
1. How do I place an order?
To place an order:
- Select the product you wish to purchase.
- Choose the applicable model, size, variation or quantity, where available.
- Add the product to your shopping cart.
- Review your cart.
- Proceed to checkout.
- Enter your billing and delivery information.
- Select one of the payment and delivery options actually available during checkout.
- Review your order details and total amount.
- Submit your order.
After successfully placing an order, you may receive an order confirmation at the email address provided during checkout.
2. How do I know whether my order was successfully placed?
After completing checkout, an order confirmation may be displayed on the website and/or sent to the email address you provided.
The confirmation may include:
- Your order number;
- Products ordered;
- Order amount;
- Billing or shipping information; and
- Other relevant order details.
If you are unsure whether your order was successfully submitted, please contact us at support@sjsng.shop.
Please provide your name and the email address used during checkout.
3. Can I change my order after placing it?
If you need to change an order, please contact us as soon as possible.
Email: support@sjsng.shop
Telephone: +81 90 45 1561 6182
We will make reasonable efforts to assist you.
However, if your order has already entered processing, fulfilment or shipment, we may no longer be able to modify it.
4. Can I cancel my order?
If you wish to cancel an order before it has been shipped, please contact us as soon as possible.
We will make reasonable efforts to process your request, but cancellation cannot be guaranteed once an order has entered processing or has been dispatched.
Any mandatory cancellation rights available under applicable law remain unaffected.
5. What payment methods do you accept?
The payment methods available for your order are the methods actually displayed during checkout.
Available payment methods may vary depending on factors such as:
- Customer location;
- Currency;
- Order value;
- Product;
- Payment provider; and
- Checkout availability.
If a payment method is not displayed during checkout, it is not currently available for that transaction.
Please review the available payment methods before submitting your order.
6. Is payment secure?
Payments may be processed through Shopify and/or independent payment service providers.
Depending on the selected payment method, payment information may be processed directly through the applicable payment provider's systems.
For your security, please do not send complete card numbers, banking passwords, payment passwords or other confidential account credentials to us by email.
7. Why was my payment declined?
Payments may be declined by a bank or payment provider for various reasons, including:
- Incorrect payment information;
- Insufficient funds or available credit;
- Authentication failure;
- Security restrictions;
- Transaction limits;
- Fraud-prevention controls; or
- Other restrictions imposed by the payment provider.
If your payment is declined, please check the information entered or contact your bank or payment provider.
If another payment option is displayed during checkout, you may be able to use that method instead.
8. How long does order processing take?
Orders are generally processed within:
1–2 business days
Business days generally exclude Saturdays, Sundays and public holidays.
Orders placed on weekends or public holidays will normally begin processing on the next business day.
During periods of high order volume, promotions or public holidays, processing may occasionally take longer.
9. How long does delivery take?
After your order has been dispatched, the estimated delivery time is generally:
5–7 business days
This does not normally include the initial 1–2 business day processing period.
Therefore, a typical order may require approximately:
1–2 business days processing + 5–7 business days delivery.
Delivery times are estimates and may vary depending on the destination, carrier, customs processing and circumstances affecting transportation.
These timeframes match the shipping structure used in the reference policy you provided.
10. How much does shipping cost?
Applicable shipping charges, if any, will be displayed during checkout before you submit your order.
Shipping costs may depend on:
- Destination;
- Product;
- Order value;
- Parcel size or weight;
- Shipping method; and
- Applicable promotions.
Please review the final shipping charge displayed during checkout.
11. How can I track my order?
Where tracking is available, we may provide a tracking number or tracking link after your order has been dispatched.
You can use this information to monitor the delivery status of your parcel.
Tracking information may take approximately 24–48 hours after dispatch to become active in the carrier's system.
If your tracking information does not update immediately, this does not necessarily mean your parcel has not been shipped.
12. What should I do if my tracking information is not updating?
Please allow approximately 24–48 hours after dispatch for tracking information to become active.
If there has been no meaningful tracking update for an extended period, please contact us:
Email: support@sjsng.shop
Telephone: +81 90 45 1561 6182
Please include your order number and tracking number, where available.
13. What should I do if my order is delayed?
Delivery delays may occasionally occur because of:
- Carrier congestion;
- Customs processing;
- Public holidays;
- Severe weather;
- Transportation interruptions;
- High shipping volumes;
- Local delivery restrictions; or
- Other circumstances outside our reasonable control.
If your estimated delivery period has passed, please first check your tracking information.
If you still need assistance, contact us with your order number.
14. What happens if my parcel is lost?
If you believe your parcel may be lost, please first:
- Check your tracking information;
- Confirm your delivery address;
- Check whether another household member accepted it;
- Check reception or designated delivery areas;
- Check for a delivery notice; and
- Contact the local carrier where appropriate.
If the parcel still cannot be located, please contact us.
If a shipment is confirmed as lost, we will provide an appropriate solution in accordance with applicable consumer law and our store policies.
15. What should I do if my product arrives damaged?
Please inspect your order as soon as reasonably possible after delivery.
If your product arrives damaged, contact us promptly at:
Email: support@sjsng.shop
Telephone: +81 90 45 1561 6182
Please provide, where reasonably possible:
- Your order number;
- Description of the problem;
- Photographs of the product;
- Photographs of the packaging;
- Photograph of the shipping label; and
- Video showing the problem where relevant.
Please retain the original packaging while we review the issue.
16. What if I receive the wrong product?
If you receive a product different from the one you ordered, please contact us promptly.
Please provide:
- Your order number;
- Photographs of the product received;
- Photograph of the shipping label; and
- A description of the issue.
After reviewing the information, we will provide appropriate instructions.
17. What if something is missing from my order?
If your order arrives with a missing product, accessory or component, please contact us.
Please provide:
- Your order number;
- Description of the missing item;
- Photographs of the products received;
- Photographs of the packaging; and
- Photograph of the shipping label where available.
We will review the matter and provide an appropriate solution.
18. Do you accept returns?
Yes. We offer a 30-day voluntary return period for eligible products.
You may request a return within 30 days from the date you receive your order.
Eligible products should generally:
- Be in the same condition in which they were received;
- Be unused, unworn and undamaged;
- Include original accessories and components;
- Include original tags or labels where applicable;
- Be returned in original packaging where reasonably possible; and
- Include appropriate proof of purchase.
Mandatory consumer rights remain unaffected.
This follows the 30-day voluntary return structure in the reference policy you supplied.
19. How do I request a return?
Before sending a product back, please contact us:
Email: support@sjsng.shop
Telephone: +81 90 45 1561 6182
Please provide:
- Your full name;
- Order number;
- Email address used for the order;
- Product you wish to return;
- Reason for the return; and
- Photographs or videos where the request concerns damage, defects or an incorrect product.
Please wait for the applicable return instructions before sending the product.
20. Where should I send my return?
Unless we provide a different authorized return address in your return instructions, approved returns should be sent to:
株式会社モトヤマ (MOTOYAMA CO., LTD.)
1-15-13 Tenma, Kita-ku
Osaka-shi, Osaka 530-0043
Japan
Please contact us before shipping your return.
Do not send returns on a cash-on-delivery, postage-due or collect-on-delivery basis unless we expressly authorize this in advance.
21. Who pays for return shipping?
For voluntary change-of-mind returns under our 30-day return policy, customers are generally responsible for the direct return shipping costs, subject to applicable law.
If the return is caused by a product that is:
- Defective;
- Damaged before or during delivery;
- Incorrect;
- Missing components; or
- Otherwise non-conforming because of an error attributable to us,
reasonable return shipping costs will be handled in accordance with applicable consumer law and our Return and Refund Policy.
22. How long does a refund take?
After we receive and inspect an eligible returned product, we will notify you whether the refund has been approved.
If approved, we will normally process the refund within 10 business days.
Where possible, the refund will normally be issued using the original payment method.
Your bank, card issuer or payment provider may require additional processing time before the refunded amount appears in your account.
If more than 15 business days have passed since we confirmed approval of your refund and you have not received it, please contact us.
23. Can I exchange a product?
Please contact us if you would like a different product, model, size or variation.
Depending on availability, we may:
- Arrange a direct exchange; or
- Ask you to return the original product and place a new order.
Replacement availability cannot be guaranteed until the applicable arrangement has been confirmed.
24. Are all products returnable?
Certain products may be excluded from voluntary returns where permitted by applicable law.
Examples may include:
- Clearly personalized products;
- Products made to customer specifications;
- Products liable to deteriorate or expire rapidly;
- Certain sealed hygiene-related products after opening;
- Certain digital products or services; and
- Other products excluded under applicable law.
These exclusions do not remove mandatory rights relating to defective, damaged, incorrect or otherwise non-conforming products.
Please contact us if you are unsure whether your product is eligible for return.
25. Do I need proof of purchase for a return or refund?
We may request reasonable proof of purchase before processing a return, replacement or refund.
Acceptable proof may include:
- Order confirmation;
- Order number;
- Purchase receipt;
- Payment confirmation; or
- Other information reasonably sufficient to identify the transaction.
26. Do international orders have customs or import charges?
International orders may be subject to:
- Customs duties;
- Import taxes;
- Customs clearance charges;
- Applicable taxes; or
- Other fees imposed by destination authorities.
Where applicable charges are included in the amount paid during checkout, this will be indicated where reasonably possible.
Unless expressly stated otherwise, additional charges independently imposed by destination authorities may be the customer's responsibility, subject to applicable law.
27. Can I change my delivery address?
Please contact us as soon as possible if you entered an incorrect delivery address.
If the order has not yet been dispatched, we may be able to update the address.
Once an order has been shipped, we cannot guarantee that the delivery address can be changed.
Customers are responsible for providing complete and accurate delivery information when placing an order.
28. What happens if I refuse or do not collect my parcel?
Refusing delivery or failing to collect a parcel does not necessarily constitute a valid cancellation or return request.
If you wish to cancel or return an order, please contact us directly.
Additional reasonable costs resulting from an incorrect address, unjustified refusal or failure to collect an order may be the customer's responsibility where permitted by applicable law.
Mandatory consumer rights remain unaffected.
29. How is my personal information handled?
We may process personal information where necessary to:
- Process orders;
- Process payments;
- Arrange shipping and delivery;
- Provide customer support;
- Process returns and refunds;
- Prevent fraud;
- Maintain website security; and
- Operate our online store.
Please review our Privacy Policy for more information about how personal information is collected, used, disclosed and protected.
30. How can I contact customer service?
For product questions, orders, payments, shipping, returns, refunds or other customer service inquiries, please contact:
Email: support@sjsng.shop
Telephone: +81 90 45 1561 6182
When contacting us about an existing order, please include your order number and the email address used when placing the order.
31. Who operates this online store?
This online store is operated by:
株式会社モトヤマ (MOTOYAMA CO., LTD.)
Corporate Number: 4120001071272
Representative Director: Shozo Ikawa (伊川 彰三)
Registered Address:
1-15-13 Tenma, Kita-ku
Osaka-shi, Osaka 530-0043
Japan
Email: support@sjsng.shop
Telephone: +81 90 45 1561 6182
The underlying corporate profile identifies 株式会社モトヤマ, corporate number 4120001071272, and the registered Osaka address used above.