Frequently Asked Questions
Oders
Can I reserve or hold items?
We do not accept reservations or hold requests for products.
What payment methods do you accept?
We accept credit card payments, PayPal, Shop Pay, Apple Pay, and Google Pay.
I cannot complete checkout. Why?
If the total weight of your order exceeds 30kg, the checkout may not be completed due to system limitations. In this case, please contact us.
Please also note that METROCS GLOBAL is an online store exclusively for international orders. If you would like delivery within Japan, please visit METROCS.jp.
Will I receive an order confirmation email?
Yes, after completing checkout, an order confirmation email will be sent from
info@metrocs-global.com to the email address you registered.
If you do not receive the email, please check the following:
・Your registered email address is correct
・The email has not been filtered into your spam or junk folder
If you still cannot find the email, please contact us.
Can I change or cancel my order after placing it?
If you would like to change or cancel your order, please reply to your order confirmation email or contact us via the Contact Us page.
Please note that we cannot accept changes or cancellations in the following cases:
・Orders that have already been arranged with the manufacturer
・Made-to-order products
・Orders that have already been prepared for shipment or shipped
I would like to place a bulk order. How much stock do you have?
Stock availability varies depending on the product. Some items are kept in stock, while others are ordered from manufacturers upon request. Therefore, we may not be able to provide exact stock quantities.
If you are considering purchasing multiple items and would like to confirm lead times or shipping costs in advance, please contact us.
Do you offer gift wrapping?
We do not offer gift wrapping services at this time.
Shipping
Which countries do you ship to?
We ship to countries and regions covered by EMS and DHL delivery services, including Asia, Oceania, Europe, and North America.
Shipping availability can be confirmed during checkout. Once you enter your shipping address, shipping rates will be displayed if delivery is available to your location. If delivery is not available, a message indicating that shipping is unavailable will appear.
Will I have to pay customs duties or import taxes?
Your order may be subject to customs duties, import taxes, and customs clearance fees upon arrival in the destination country. These charges are the responsibility of the recipient and must be paid directly to the shipping carrier upon delivery.
Please note that customs regulations and fees vary by country. For more information, please contact your local customs office. Customs duties, import taxes, and clearance fees are not included in the product prices or shipping fees charged by METROCS GLOBAL.
What shipping methods do you use? How much does shipping cost?
Orders are shipped via EMS or DHL. Some furniture items and all shipments to the United States are shipped via DHL. Other orders are generally shipped via EMS.
For furniture items and shipments to the United States, shipping costs will be quoted separately after checkout.
Shipping fees vary depending on the order contents and destination country, and you can check the shipping cost by adding items to your cart and entering your shipping address during checkout.
If you would like a shipping estimate in advance, please contact us.
How long will it take to receive my order?
The lead time shown on each product page is the estimated time required before shipment.
For items in stock at our warehouse, orders are usually shipped within 3 business days. But for made-to-order products or items ordered from the manufacturer, production and lead times may vary. The shortest lead time is approximately 1 week after order confirmation, while some products may require several months for production. For such items, we will contact you separately by email after your order to inform you of the estimated shipping schedule.
Estimated delivery times after shipment are as follows:
・EMS (Asia): approximately 5 days
・EMS (Oceania / Europe): approximately 7–10 days
For DHL shipments, delivery times vary depending on the product size and destination region. If you would like more detailed information, please contact us.
Can I change the shipping address after placing my order?
Yes, shipping addresses can be changed before the order has been shipped.
Please note that if the new shipping address results in a difference in shipping cost, additional shipping charges may apply.
Once the order has already been shipped, we are unable to change the address. In this case, please contact your local shipping carrier directly.
Can I track my order?
Yes. Once your order has been shipped, we will provide you with a tracking number so you can check the delivery status online.
My order has not arrived. How can I do?
Please first check the tracking information provided after shipment and confirm the current delivery status. If the tracking status is unclear, or if additional customs documents or procedures are required for import clearance, please contact us for assistance.
Returns / Exchanges / Refunds
Can I return or exchange an item?
We do not accept returns or exchanges due to customer preference.
We take great care in inspecting all products before shipping. However, if you receive a defective, damaged, or incorrect item, please contact us within 7 days.
My order was returned because I was unable to receive the package. Can it be reshipped?
If your order is returned to us, we will proceed according to the following options:
1) Reshipment
We can reship your order once both the original shipping cost and the return shipping fee have been paid again.
Please note that additional charges such as customs duties or import taxes may apply depending on the destination country and are not included in the shipping fee.
2) Order cancellation
If you choose not to have your order reshipped, we will refund the payment amount minus the original shipping cost and return shipping fee.
Please note that we cannot cancel or refund made-to-order or special-order items.
For Business Customers / Professional
Can I purchase under a company name?
Yes, business purchases are available.
Do you offer discounts for bulk orders?
We may be able to offer special pricing depending on the products and order volume. Please contact us for more details.
Do you offer wholesale for retail stores?
Yes, we do offer wholesale services. For details such as wholesale conditions and minimum order quantities, please contact us.
Can I place orders for commercial or project use (hotels, offices, retail stores, etc.)?
Yes, we accept project-based inquiries. We can propose suitable products depending on your timeline and project requirements. Please contact us for more information.
Can you issue quotations and invoices?
Yes, we can issue quotations and invoices.
If you still have any issues or questions, please contact us anytime.