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FAQ

Q. What payment options are available?

A. The following pament options are available.
1) PayPal
2) Credit card (Visa, Master, AEX, etc) ... click "CHECKOUT with PayPal" when checking out to find "Pay with a credit card" option.


Q. How much is the shipping cost? or Could you please tell me the total cost price) including item price and shipping fees?

A. Please follow the steps below. If you want to check the total shippig fee beforehand
1) add all the items (that you want to order) into your shopping cart
2) click "Estimate Shipping & Tax" just above "Grand Total"
3) select your "Country" and "State/Province" from dropdown menu and input "Zip/Postcode"
4) you will find the total shipping fee for available shipping methods 


Q. Can you ship items to my country?

A. Yes, most of countries in the world is available for our shipment.
We have a lot of delivery experience to most of countries.


Q. Could you let me know where my parcel is ?

A. If you chose the Japan Post for shipment, please open the following URL to input the tracking number as listed so that you can trace the information of your parcel.
"http://www.track-trace.com/post"
In addition, please also access directly the URL of your-country's Postal Company for the detailed information after the parcel arrives in your country.

If there is no information in the URL of your-country's Postal Company more than 1 week after the parcel left Japan, we recommend you to directly call the customer service of the Postal Company and the international customs office in your country. In most cases, the parcel may be stuck in the customs office for necessary check or for your tax payment.


Q. How much would custom duties, GST (Goods & Services Tax), and VAT (Value-Added-Tax) cost?

A. Please be kindly noted that we (the exporter outside your country) can not handle and know how much the taxation or the customs duty into your country would be imposed concretely. 
From our experience, orders to the US may get charged up to 10% once the overall value surpasses $200. It is just a reference and we can not guarantee that these costs will be accurate. Sorry for the inconvenience but please understand the situation. 
We recommend you to directly call the international customs office in your country if you need more concrete answer.


Q. I’m having problems when checking out, what should I do?

A. If you are having problems when you try to place your order it is most likely because some of the information you entered is incorrect, or because a necessary information is just missing. Please double check everything you entered at checkout. Especially make sure that your name and billing address match exactly what is on your credit or bank account and that the card number, security code, and expiration date are all correct. 
The Q&A below would be helpful for you.


Q. An error message popped up when I tried to pay through PayPal. The error message says, 

  "Your order details are incomplete or invalid.  Please email moksahero+24@gmail.com for assistance”.

A. Usually this message appears when there is a problem with your billing details on PayPal. 
Please try or check the followings to solve the issue,
(1) 
Delete the items in the cart and then add them back and continue checkout again or try using another browser.
(2) Confirm
 if there is enough money in your Paypal account before continuing.
(3) 
Be sure to double check whether the email address you registered in the Hocho-Knife store is the same as that in your Paypal account.
(4) M
ake sure you sign out of your account on our site first and then select credit card payment when proceed to check out page. 
  Regardign the payment by Credit Card (Visa, Master, AMEX, etc).

 

Q. What does 'Awaiting Fulfillment' mean?

A. “Fulfillment” means that the bunch of activities including “picking”-“packing”-“shipping” in the warehouse. So, “Awaiting Fulfillment” means that your order is slated to be in the activities before long. You do not need anything, please just wait for the shipment.


Q. Is it possible to order a product that is not listed on the web site?

A. We do our best to meet any wishes that customers may have, so please contact us and ask any questions.


Q. Is there an insurance or an purchase protection for kitchen knives ?

A. Yes, the insurance for delivery is added to your parcel. And Paypal Purchase Protection will support you. Please set your heart at rest. 


Q. Would you please send the item as a gift or declare less value?

A. We'd like to say that we’ll do as much as we can, and in the same time we have to follow the law in your and our country as a seller. Please kindly understand that it is difficult to follow the request to mark “gift” or declare less value in the dispatch note on the parcel. We'd appreciate it if you could understand the situation to protect yourself (buyer) as well as ourselves (seller).

Thank you for reading the FAQ page.
If you have any additional questions, please feel free to contact us.