Shipping policy

Last Updated: Sep 20, 2025

1. Order Fulfillment & Shipping Timelines

• Processing Time: After your order is confirmed and payment is received, we will process and arrange shipment within 3-7 business days. Processing time does not include weekends or public holidays.
• Delivery Time: Delivery time is separate from processing time and varies by destination. It is an estimate only (not guaranteed) and typically ranges from:
  • Domestic (Japan): 3-5 business days after shipment
  • International: 7-15 business days after shipment (subject to customs clearance, which may cause delays beyond our control)
• Shipping Carriers: We work with reputable carriers (e.g., Japan Post, DHL, FedEx) to deliver your order. The specific carrier will be confirmed in your shipping notification email.

2. Shipping Fees

• Shipping fees are calculated based on your order weight, destination, and carrier selection. The exact fee will be displayed on the order checkout page before you complete payment.
• No Free Shipping Commitment: We do not offer "free shipping" for any orders. All shipping costs are borne by the customer unless explicitly stated in a limited-time promotion (promotion terms will be clarified separately).

3. Shipment Tracking

• Once your order is shipped, we will send a shipping confirmation email to the address you provided, including a unique tracking number and a link to track your package (via the carrier’s official website or 17Track).
• If you do not receive the tracking email within 1 business day of the shipping deadline (3-7 business days after order confirmation), please contact us at connect@iuufu.com for assistance.

4. Lost, Damaged, or Delayed Shipments

• Lost Packages: If your tracking information shows "delivered" but you have not received the package, please first check with your local carrier or neighborhood (e.g., property management, mailroom) for possible misdelivery. If confirmed lost, contact us within 7 days of the "delivered" status with your order number and tracking details—we will coordinate with the carrier to verify and resolve (e.g., reship or refund, depending on stock availability).
• Damaged Packages: If you receive a damaged product, please:
  1. Take photos/videos of the outer packaging and the damaged product (clearly showing the defect).
  2. Contact us at connect@iuufu.com within 48 hours of delivery (consistent with the Return Policy’s timeline).
     
     
     We will review your claim within 24 hours and arrange a free replacement or full refund (no additional shipping fees for replacements caused by carrier damage).
• Delayed Shipments: We are not liable for delays caused by factors beyond our control, including but not limited to:
  • Customs clearance delays (international orders)
  • Carrier strikes, natural disasters, or public health emergencies
  • Incorrect or incomplete shipping addresses provided by the customer (please double-check your address before placing an order)

5. Return Shipping (for Eligible Returns)

• Carried by iuufu art: If the return is due to our error (e.g., wrong product, manufacturing defect, damaged item), we will provide a prepaid shipping label or reimburse your reasonable return shipping costs (please keep the shipping receipt for reimbursement).
• Carried by the customer: If the return is due to customer reasons (e.g., change of mind, incorrect size/model provided by the customer—non-eligible for return per our Return Policy), the customer is responsible for all return shipping fees.

6. Contact Us

• Email: connect@iuufu.com
• Support Hours: Daily, 09:00–21:00 (CST)