Shopping guide
INTERNATIONAL SHIPPING
We accept orders for deliveries worldwide excluding remote areas, where the courier does not offer delivery service.
⟨ Shipping Company ⟩
EMS(Express Mail Service) or DHL Express are available to deliver, depending on the delivered country. Please note that cancellation is not available after shipping. The arrival time differs depending on countries and areas. You can check the number of delivery days in JAPAN POST’s web site. We will send you tracking number to your registered e-mail address after shipping complete.[EMS]
https://www.post.japanpost.jp/int/ems/
SHIPPING CHARGE
Shipping charges depend on the destination country and the weight of the item (including cardboard boxes and other packing materials). The charges are automatically calculated at checkout, so please check there and pay the total amount for the product and shipping fee.
*Please note that some large items will require a separate shipping estimate.We will inform you of the shipping charges separately after payment is made.
If you would like to know the shipping cost in advance, please contact us.
⟨ Not included in shipping cost ⟩
The following costs are not included in the shipping costs, so payment may occur to the recipient depending on the delivery country.
・import tax, value-added tax, consumption tax and other taxes
・storage fee of recipient country
・redelivery cost
・pickup cost
・other necessary payment in the recipient country
PAYMENT
Payment can be made by any of the payment methods listed at the bottom right of the top page of the online store.
DUTY AND TAX
Duties, other import tax and customs fee for purchased products may apply at customs clearance in the recipient country.
In that case, please pay directly to the shipping company at the time of delivery as it will be borne by the recipient. Policies on taxes and customs fees vary by country, so please contact the customs of the receiving country for details.
CAUTION OF DELIVERY
We do not confirmation and guidance about import-restricted products and prohibited goods in our shop because regulation about that is different in each country.
Please make sure that you confirm the products that can be imported by yourself.
Please note in advance that we cannot take any responsibility in our shop when delivery is not possible due to import restrictions by customs after shipping.
Other for the latest information on EMS delivery, please check in advance the “Information on Mail Tracking Service for International Mail” and “About sending to each country” pages of JAPAN POST in advance.
https://www.post.japanpost.jp/cgi-kokusai/index_ja.php
Returns, Cancellations & Refund Policy
We hope you are delighted with your purchase. However, if you receive a defective, damaged, or incorrect item, or if you wish to return an item for other reasons, please review our policy below.
Damaged, Defective or Incorrect Items
We take great care in checking our products, but if you receive an item that is defective, damaged, or incorrect, please contact us by emailing info@metrocs-global.com within 7 days of delivery .We will cover the cost of return shipping, handling, and any refund-related fees.
Please ensure the item is returned in its original condition and packaging.
Returns for Personal Reasons
If you wish to return an item for personal reasons (e.g. change of mind), please contact us by emailing info@metrocs-global.com within 7 days of receiving your order.
Please note the following conditions apply:
- Only unused items in original condition and packaging are eligible for return.
- Custom-made, made-to-order, and special-order items cannot be returned.
- All return shipping fees (both ways), handling charges (e.g. repackaging fees if the original packaging was discarded), and bank transfer fees will be deducted from the refund.
The refund will be processed after we receive the returned item and confirm it is in resalable condition.
Cancellations
If you wish to cancel your order after payment has been completed, please contact us as soon as possible.
Please note that for some items, procurement or production may begin immediately after the order is placed, and in such cases, cancellation may not be possible.
How to Arrange a Return or Exchange
To request a return, refund, or exchange, please contact us by emailing info@metrocs-global.com. We will respond with return instructions.
Returned items must be in perfect, unused condition, with original packaging and documentation. If the item arrives in unsatisfactory condition, we may decline the refund or deduct a portion from the refund amount.
We recommend using a registered shipping service and keeping proof of postage. We are not responsible for items lost or damaged in transit.
Additional Notes
- We are unable to refund or exchange gift certificates or gift cards.
RESENDING YOUR PARCEL
If your parcel is returned to our shop, it will be resent or cancelled in accordance with the following guidance.
1) If you wish to resend ;It is possible to reship from our shop if you could pay the shipping fee again and the return fee for the first shipment. Payments may occur depending on the county of delivery for expenses not included in shipping costs.
2) If you cancel your order ;If you cancel your order without re-shipping your package, we well subtract the shipping fee and return fee from the amount paid and respond by refund. In the case of refund by bank transfer, bank transfer fee is required in addition to the above.
FOR CUSTOMERS WHO DON’T RECEIVE E-MAILS FROM OUR SHOP
If you have set up to receive our e-mails, please specify the following domain name.
@metrocs-global.com
We will always send you an e-mail within 3 working days of receiving your order. If you do not receive an email from us after some time has passed since you placed your order, please check the following points.