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Shipping & Returns

Shipping

  • We ship Monday through Friday excluding Holidays.
  • Delivery Date can NOT be specified by customers.
  • If your shipping address is in New Zealand, the state tax will apply according to the items your ordered.
  • We will NOT take any responsibility for delivering delays caused by loss, traffic conditions or weather conditions.
  • Please acknowledge that stock availability is subject to change. For out-of-stock items, we may ship without the shortage item. If this is the case, we will reduce the item price from your total order amount before we ship the package.
  • Toll Networks (NZ) Ltd("TOOL") can NOT ship to Postal Office Boxes (P.O.BOX), hotels or APO/FOP addresses.

Cost

Area Parcels Weight(Kgs) Standard Delivery Rural Deliverly
North Island 0+ ~ 5Kg NZ$7.00 NZ$13.00
5+ ~ 10Kg NZ$8.00 NZ$14.00
10+ ~ 15Kg NZ$9.00 NZ$15.00
15+ ~ 20Kg NZ$10.00 NZ$16.00
20+ ~ 25Kg NZ$11.00 NZ$17.00
South Island 0+ ~ 5Kg NZ$10.00 NZ$16.00
5+ ~ 10Kg NZ$15.00 NZ$21.00
10+ ~ 15Kg NZ$20.00 NZ$26.00
15+ ~ 20Kg NZ$25.00 NZ$31.00
20+ ~ 25Kg NZ$30.00 NZ$36.00
Waiheke Island 0+ ~ 5Kg NZ$21.00
5+ ~ 10Kg NZ$22.00
10+ ~ 15Kg NZ$23.00
15+ ~ 20Kg NZ$24.00
20+ ~ 25Kg NZ$25.00
*We cannot guarantee overnight or Saturday deliveries

Pricing Conditions

  • Rates are include the GST and Fuel Adjustment Factor ("FAF").
  • Rates are based on a door to door service, unless agreed otherwise by Japan Mart.
  • Deliveries to islands in New Zealand other than the North Island and South Island will incur a surcharge.
  • Maximum weight per item must not exceed 25kg.
  • Rates are subject to change by Japan Mart at any time, without notice.

Out-of-stock

If any of the items that you ordered are out of stock, you will receive a notification via email. We must receive a confirmation reply in order to send the other items placed in order. Please note that if we do not receive the confirmation reply within one week, the placed order will be canceled entirely.

Stock

Our store is open to the public 7 days a week at our Branches (Sylvia Park, Newmarket, City Central, Manukau, Henedrson) in Auckland City. The selection of high quality Japanese food is a treasure trove of inspiration for foodies. A large selection of our products is also available to purchase online. Please click here for contact details and opening hours. Our products are widely available throughout New Zealand so please see our online store to find a store near you. For trade enquiries for North and South Island please contact us at order@japanmart.co.nz or (+64-9-307-7100).

Missing/Damaged Items

Please contact us immediately if you any packages are lost or damaged. If you provided an invalid address and the package is returned to us, we will ship again as soon as we receive your correct address. Please note that we will charge shipping fees again in this case.

Return/Exchange Policy

Defective/Damaged/Wrong Products

We do our best to ship your order so you can receive it in excellent condition.
However, if you receive damaged or incorrect products, please contact us immediately within 7 days of the arrival date.

Customer Convenience

If you are not satisfied with the items you ordered at our online shop, please contact us within 7 days from the arrival date and please provide your order number. Also, please note that the customer is responsible for shipping fees in this case.
Please see the non-returnable/exchangeable products listed below:
(1) Opened food products, sanitary items, cosmetic, flatware and eating utensils.
(2) Special sale or clearance items.

Refund and Cancellation Policy

For cancelling order before pick up or dispatch, $15.00 will be charged for administration fee. For delivery via Toll Networks (NZ) Ltd , cancelling order after dispatch will not be accepted. Due to food safety reasons, we regret that we are unable to accept the exchange, refund or cancel for “change of mind” purchases. We do, however, refund, exchange or provide credit if the products you have purchased are:
  • faulty
  • significantly different to those shown or described on our website.
    In this case, please contact us within 3 business days from the date you receive your order and provide the original receipt as proof of purchase. If you have any problem or question about your order, please kindly call us (Monday to Friday 11:00-16:00, except public holiday) or contact us via email immediately and please quote the invoice number for us to locate your order. Thank you for your attention!

Best Before

We will ship the food that are best before no less than one month although we can not take any requests regarding to expiration date.