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How can I order a gift over the telephone? |
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Gifts cannot be purchased over the telephone.
Please order gifts over the internet, fax, or through the mail. Download order form. |
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Is it possible to order kanji telegrams through the internet? |
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Kanji telegrams cannot be purchased through the internet. Please fax your telegrams. |
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* Telegrams are available over the telephone but there will be an additional fee of $10.
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What can be done if I forgot my username and password? |
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Contact us with the E-mail address you used when you registered and we will be able to give you your username and password. |
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What can be done if I forgot my JAL Family Club or JAL Mileage Club member number? |
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Is it possible to use leftover mileage to purchase items? |
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It is not possible to use the leftover mileage to purchase items.Member of American region, you can redeem the mileage for JALUX AMERICAS gift certificate to purchase items.
Please contact JAL Mileage Bank. |
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Is it possible to exchange to purchase items? |
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You must first exchange your mileage to gift certificates.
For details about this exchange, please contact JAL Mileage Bank. |
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Is it possible to use my JAL coupon to purchase items? |
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The coupon may not be used if it was issued in Japan. |
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Does the written price on an item include tax? |
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The tax, shipping and handling fee is included in the overall price. Additional prices are not included when shipping to islands such as: Okinawa, amami, Oshima, Izushichitou, Hawaii, and Alaska. The additional prices are $10.00 per item.
For Canada, the additional prices are $25.00 per item. |
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Is it possible to use other methods of payment besides credit card? |
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You can pay by check of U.S.Dollar or money order of U.S.Dollar or gift certificates, orders must be sent to our office through mail with the order forms attached. |
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Is it possible to set a specific delivery date? |
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No, but it is possible to choose either the beginning, middle, or end of the month for delivery. |
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* This option is available on the website. But please be aware that seasonal items (cherries, Matsutake mushrooms) do not always have that option. |
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* Only flower deliveries allow specific delivery dates. This option is available when ordering. Please be aware that deliveries take 5-7 business days after the order is placed. (Please be aware that deliveries for Mother's day, Valentine's day, and Christmas may be sent a few days before the set dates.)
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Is it possible to set a specific delivery time? |
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Specific delivery times made in Japan are only available at night (6:00pm-9:00pm). It's possible to choose the times when ordering. Specific delivery times made in America are not available. |
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Is it possible to include a message with items purchased as gifts? |
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No. |
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Is it possible to make deliveries to countries besides Japan, America, and Canada? |
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No. Deliveries are only available to Japan, America, and Canada. |
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If more than one item is sent to the same recipient, will all the items be received at the same time? |
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Not all of the items are sent out by the same warehouse so not all items may be received at the same time. Please be aware that same-day deliveries are not available.
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Is it possible to confirm an order? |
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A confirmation is available in the order history. If confirmation is needed through anything else besides the internet, please contact our office. |
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Is it possible to confirm the details of an order? |
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Is it possible to track deliveries online? |
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It is not possible to track deliveries over the internet. If you want to track deliveries, please contact us with order details, you customer number and order number.
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Will a copy of my receipt of credit card be delivered? |
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The copy will not be delivered, but a confirmation letter will be sent.
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* For your safety, orders including your credit card number will only be seen on your credit card statements. |
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I have not received a confirmation E-mail. What happened? |
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It's possible that you made a mistake writing in your E-mail address or your Internet Service Provider (ISP) may be having a trouble. Please check all of your folders, including your junk mail folder, as sometimes it may be sent into that folder. If the E-mail is still not found, check the order history. If the order is not found in the order history, the order may have not been placed. If this is the case, please try again.
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I placed an order, but I still haven't received a confirmation letter.
What happened? |
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Please check the address you have provided us with and make sure nothing has been misspelled. If you're sending a kanji telegram, a confirmation letter will not be sent. When an order is placed through fax, please contact us to make sure we have received your fax order. Please be aware that fax orders can sometimes be illegible so please be sure to contact us after you fax your order.
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Is it possible to cancel orders or change the details of an order? |
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If an order has not yet been delivered, it is possible to cancel or change the details of an order. |
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* First, we check if the delivery has been made. Please be sure to check back with us so we can let you know if changes are possible. Please be sure to have your order number, customer number, order date, and order details ready when contacting us. |
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>> If the items have not been delivered, please send us the details of what you want to change in written form. Once received, we will change the details immediately. |
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>> If delivery has already been made, please be aware that cancellations or changes are not available. |
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When placing my order, the information I provided was wrong.
What do I do? |
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Please contact us as soon as possible. Please be aware, however, that if the delivery has already been made, it is not possible to change your information. |
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How do I check for an item that has not yet arrived? |
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Contact us and we will look into what has happened to your order. Items delivered to Japan will take 5-10 business days after the order has been placed. Items delivered to America or Canada, take 10-14 business days after the order has been placed. Please be aware that seasonal items (cherries, melons, Matsutake mushrooms, or other fresh items) may be subject to weather conditions or harvest problems. In these cases, delivery dates may be subject to change. |
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What do I do if my item is defected? |
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We apologize for any inconveniences. If any defected items are delivered, please contact us as soon as possible. We try to deliver satisfactory products to the best of our abilities, but if in any case a defected items is delivered, or the wrong item is delivered, we will take full responsibility of the item and exchange it to the best of our ability. |
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What are your business hours? |
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