Returns & Exchanges
Due to the perishable nature of our Japanese snacks and sweets, NapaJapan generally cannot accept returns on food items; however, we are committed to resolving issues regarding damaged or incorrect shipments. Please contact our support team within 14 days of delivery if there is an issue with your order.
Contact Support
Email our customer service team with your order number and a brief explanation of the issue regarding your snacks.
Provide Documentation
Attach clear photos of the shipping box and any damaged or incorrect food items to help us process your claim quickly.
Review Process
Our quality assurance team will review your request within 48 hours to determine eligibility for a refund or replacement.
Resolution
Once approved, we will issue a credit to your original payment method or ship out a replacement package at no additional cost.
30-Day Window
Return within 30 days of delivery
Free Returns
Prepaid shipping label provided
Fast Refunds
5-7 business days processing