FREQUENT ASKED QUESTIONS
Shipping Policy
-How can I shop at MARUKAI e-STORE ?
-How much will shipping & handling fees be?
-How long will it take to get my order ?
-Can I specify the time and date of shipping ?
-Can I ship outside of the U.S ?
-What will happen if the merchandise is out of stock ?
About My Account
-What is “My Account” ?
-How can I change a part of “My Account” ?
-I forgot my password.
Return and Exchange Policy
-Is it possible to return or exchange the merchandise after receiving ?
Cancel Policy
-How can I cancel my order ?
Payment Policy
-What form of payment does Marukai e-Store accept ?
-Do I have to pay sales tax ?
Inquiry
-How can I contact you ?
Shipping Policy
Q. How can I shop at MARUKAI e-STORE ?
A. First of all, your order will be collected from our store or warehouse. After collecting your order, your merchandise will be sent to your address other than the billing address by package carries (FedEx). This carrier will deliver the merchandise directly to your door. For an estimated delivery time, the total delivery time is approximately 4-7days, including the process time. We will usually prepare your order in the next day that you place an order. However, if you merchandise is out of stock then, we have to obtain the merchandise from our warehouse, which may take one day to get on hand. Therefore, your order will be sent two days after you placed an order.
For Packing and shipping, your order will be preparing every Monday through Friday during our operating hours. Therefore, when you place an order during Fridays, Saturdays, Sundays, or holidays, your order will be processed on Monday at the beginning of the week or Tuesday.
MARUKAI e-STORE opens seven days a week, 24 hours a week.
Q. How much will the shipping & handling fee ?
A. The shipping & handling cost is calculated based on the weight and method of deliver (FedEx). At the site page, enter the shipping address's Zip code and it will automatically calculate and show the shipping & handling cost for you. You are required to register your shipping information in order to estimate your shipping & handling cost. Furthermore, a fuel surcharge is included on the shipping & handling fee. Then the shipping & handling charge is subject to change at any time without notice.
We currently not ship to Alaska and Hawaii.
Q. How long will it take to get my order ?
A. The total delivery time (processing time+ shipping time) for your order is between 4-7 business days. It is the period of time from when you place an order until the time you receive.
Processing time for merchandise is 1-2 business days. It is the period of time form you place your order to we ship your order.
Shipping time is depends on the carrier. For FedEx Ground (standard), it will take 3-5 business days. It is the period of time from we ship your order to your receive.
《Attention》
* Delivery schedule may vary due to wheather condition, traffic, and carriers’ trouble.
For cancelling delivery due to these conditions, we will contact you as soon as possible. However, we are not liable of any of shipping delay or cancellation.
*We operate daily however our site may be shut down for the system maintenance.
*We do not ship to P.O.Box or any hotel due to unwarrantable matters.
Q. Can I specify the time and date of shipping ?
A. Unfortunately, we cannot specify the time and date of shipping schedule.
You can check the detail of the total time of shipping.
Q. Can I ship outside of the U.S ?
A. Unfortunately, MARUKAI e-STORE only offers shipping within the United States. (Excluding Alaska and Hawaii)
Other
Q. What will happen if the merchandise is out of stock ?
A. In the event, there is not enough inventory of merchandise to complete your order (or if no longer available), you will receive an email prior to the cancellation to notify you that the merchandise is out of stock.
About My Account
Q. What is “My Account” ?
A. My account is located at the top of the right Home page. You can have an order detail, a shipping address, payment methods, and a history of your shipping, an order cancellation, and special offers.
Q. How can I change a part of “My Account” ?
A. Be advised that, you cannot change your shipping address, payment methods, and a billing address while your order has already been shipped. If you order has NOT been shipped, then you can change My Account by following these steps:
1. Click on the “My Account” button
2. Click the “Log In” button
3. For updating your “Account & Contact Information”, re-write new information and then, click on the “Update My Account” button
4. During checkout, you can add a new shipping address to your Address Book, Click on the “Change” button, which is located at the side of primary billing address or shipping address. For updating information, click on the “Edit” or “Delete” button
5. For registering a new billing address or shipping address other than registered address, click on the “Your Address Book” button and then, click on the “Register another Billing Address” button or the “Register another Shipping Address” button. Click on the “Add a New Address”.
Q. I forgot my password.
A. If you have forgotten your password, we will e-mail to you. Please follow the steps below.
1. Click on Log In.
2. Enter your e-mail address in the box under the “Forgot your Password?” button.
3. Click on the “Request New Password” button.
4. You will receive a new password to your registered email address so, please check your email.
5. Then, go back to Log In screen and enter a new password.
6. Enter old password in the “old password” space and then, enter the new password in the “new password” space. Now, you can log in successfully.
Return and Exchange Policy
Q. Is it possible to return or exchange the merchandise after receiving ?
A. You may return or exchange new or unopened merchandise within 7days from the date you received the merchandise , more details are the following:
1. Return or exchange ( Damaged or Defective merchandise)
If MARUKAI e-STORE has shipped you wrong merchandise, damaged or defective merchandise, we will exchange the product at our cost. You must notify us by E-mail in 7days, from the day you received the merchandise. Otherwise your request may not be accepted after 8days of the day you received the merchandise.
MARUKAI e-STORE Customer Service
E-mail address: order@marukaiestore.com
Opearting hours: Monday - Thursday 10:00am – 3:00pm Pacific Time (Excluding weekends and holidays)
《Attention》
When you merchandise is out of stock or no longer available, we will give you full refund (minus the shipping charges) on the product.
2. Return or exchange (for customer's convenience)
For your convenience of returning or exchanging, the shipping charges and any other charges that may occur due to the return will be covered by the customer.
For the procedure of returning or exchanging, please contact us at MARUKAI e-STORE Customer Service the following E-mail address for assistance:
MARUKAI e-STORE Customer Service
E-mail address: order@marukaiestore.com
Opearting hours: Monday - Thursday 10:00am – 3:00pm Pacific Time (Excluding weekends and holidays)
Under the following circumstances, we will only accept your return or exchange when your request was approved by us.
When you inform us by email within 7days of receipt.
When the merchandise is an original package and unopened.
When the merchandise is not promotional or sale the merchandise.
Food, health food, bedding, dishes, and cosmetic: this merchandise can be accepted only if the merchandise is unopened and unused.
All sales are final: Medicine, Satellite articles, Underwear
In addition, fresh foods, daily products, alcohol, and tobacco are not returnable or exchangeable at any time.
For your protection, we suggest to use through a traceable carriers such as FedEx. Be sure to keep your packing slip with you.
《Attention》
Without any kind of proof, we are not liable for lost or damage of your merchandise which you send back to us.
Cancel Policy
Q. How can I cancel my order ?
A. Yes. Please note that MARUKAI e-STORE processes your order electronically. Orders cannot be cancelled or changed if the merchandise has already been shipped. If you wish to cancel your order, please follow the direction procedure:
1. Log In
2. Click on the “My Account” button.
3. Click on the “order history “button and then, click on the “order number “button
4. At the bottom of the “Order history detail”, click on the “Cancel Order “button.
5. Check “order history detail”, you will see no merchandise or balance on your account.
Be advised that, when the “Cancel Order “button does not appear, this means that your order has been already shipped, and cannot cancel an order at any time.
Also, we will not accept cancellation by this method.
Ordered your merchandise by telephone or fax
Your order has already been shipped.
You cannot cancel only a part of your order, which means once you submit cancellation, ALL of your order will be cancelled.
When you cancel an order, your balance will appear $0.00 in “My Account”.
Payment Policy
Payment Policy
Q. What form of payment does MARUKAI e-Store accept?
A. We accept credit card, PayPal and personal check. We accept the following credit cards: Visa, MasterCard, Discover, American Express and JCB.
For the personal check payment, you will need to send a check to the following address:
MARUKAI e-STORES
Attn: e-STORE Payment
1740 W Artesia Blvd.,
Gardena, CA90248