Welcome to The KAGUYASU!

Thank you for choosing KAGUYASU high quality our specializing in the sale of office furniture and office furnishings, designed to combine style, comfort, and functionality! We strive to ensure a smooth and efficient shipping process to deliver your products quickly. All our product prices exclude shipping costs within the United States.

Additional Charged:

The following may incur additional shipping charges:

• Delivery to remote destinations
• Delivery requiring stair access
• Delivery with special requirements

unique entryways, routes, or sites with vehicle height limitations (under 3.3 meters), including busy locations like shopping centers or construction sites.

Order Delivery Time:

In stock in the USA: Expected delivery in 7-14 days.
Please see the "Furniture In Stock" section on our website for more details.

Overseas Inventory: The expected delivery time is 6-8 weeks after ordering

Processing Time: 7–15 Business Days：
All made-to-order items go through production, quality checks, and careful packaging before shipment. This process typically takes 7 to 15 business days.
Note: Complex or highly customized orders may take longer.

Sea Freight: 35–50 Business Days：
After the order ships, it takes approximately 35 to 50 business days to arrive at a U.S. port. This includes export clearance, international sea transit, and U.S. customs clearance.
Note: Severe weather, route changes, or customs inspections may cause occasional delays.

Port to Warehouse Transfer: 3–7 Business Days：
Once cleared by customs, your order will be transferred from the port to our U.S. warehouse. This typically takes 3 to 7 business days.
In rare cases, additional time may be required due to customs inspections or port congestion.

Last-Mile Delivery: 5–10 Business Days：
After arriving at our warehouse and passing inspection, your order will be delivered via local carriers. Delivery times vary depending on your location and typically take 5 to 10 business days.

Receiving Process 
To ensure your order is successfully delivered, please make sure to answer the phone when the delivery company contacts you and remain available at the scheduled delivery time. If you are unable to receive the product on time for any reason, the following fees may apply:
Re-delivery Fee：
If the delivery cannot be completed as scheduled, you will be responsible for the re-delivery fee charged by the delivery company. We will notify you in advance and confirm the fee prior to re-delivery, ensuring you are fully informed.
Storage Fee：
If the delivery is not completed on time, your order will be stored at the delivery center. Typically, storage fees will begin to accrue the following day. These fees are charged by the delivery company at your expense. To avoid these additional charges, please try to ensure timely receipt of your order. 
Blind Delivery Risk
If a successful delivery cannot be coordinated, the delivery company may opt for a "blind delivery" where the item is placed at the curb near your address. Please note that it may lead to losing or damaging items. To avoid this problem, we recommend scheduling a suitable time for delivery. If you are unable to receive your order on time due to special circumstances (e.g., health issues or urgent matters), please contact us in advance. We will do our best to accommodate your situation and adjust the delivery schedule to minimize additional fees and risks. 
Payment and Delivery Suspension 
If the re-delivery or storage fees are not paid in a timely manner, we reserve the right to suspend the delivery until the fees are settled. We are committed to providing a smooth delivery experience. If you have any questions or encounter any issues, please feel free to contact our customer service team. We are here to assist you.

Important Reminder：
As most of our products are made-to-order furniture, the entire process involves production, overseas shipping, customs clearance, and final delivery. Please review the above information carefully before placing your order.
You will receive tracking updates and important shipping notices by email—please check your inbox regularly.

Thank you for your patience and support!

Order Cut off Time: 5.00 PM (GMT-5:00) Eastern Standard Time- New York

Shipping Cost: Shipping costs depend on the weight of the product, the size of the product and the actual distance shipped.（please note：due to the flexibility on range of customers' delivery address, an estimated charge of shipping cost can only be  provided automatically while checking out for your order. To get the accurate quote, please send us your inquiry or you will receive an invoice for the extra payment   if  the shipping cost more in  actual.）

Order Tracking:

Once your order has been shipped, you will receive a shipping confirmation email containing your tracking number. 
You can log in to the tracking website to check: Enter your logistics tracking number.

Shipping Restrictions:

We currently do not ship to P.O. boxes. Please provide a physical address for delivery. Additionally, some items may be subject to shipping restrictions due to size, weight, or regulatory requirements. If you have any questions about shipping restrictions, please contact our customer service team for assistance.

Lost or Damaged Items:

If your item arrives damaged, please contact us within 24-48 hours of delivery with photographic evidence. We will work with you to resolve the issue promptly. If your package is lost in transit, please contact us as soon as possible. We will collaborate with the shipping carrier to locate your package or send a replacement.

Order Confirmation & Processing
After placing your order, you will receive a confirmation email from Kaguyasu with the relevant order details. Depending on your selected payment method, further instructions (if applicable) will be included in that email.
For payment methods such as bank transfer, please complete the transaction following the provided guidance to proceed with order processing.

Shipping & Delivery Information
Once your order is dispatched, we will provide shipping updates via email. A tracking number will be shared when available; however, certain delivery methods may not support real-time tracking.

All deliveries are fulfilled using standard curbside service. Items will be delivered to the entrance or accessible ground-level area of the provided address. For locations with stairs or access limitations, delivery will be completed at the nearest accessible point.

Receiving & Inspection
We strongly recommend inspecting your items immediately upon delivery to ensure they arrive in good condition. If any visible damage or issues are identified, please document them and contact our support team promptly.

Additional Delivery Considerations
Shipping arrangements may vary depending on order specifications and delivery conditions. Additional service fees may apply in certain situations, including but not limited to:

• Complex delivery environments or restricted access points

• Locations with vehicle limitations or special entry requirements

• Requests for additional handling or non-standard delivery support

For detailed shipping arrangements or special requests, please contact our team in advance so we can assist accordingly.

Contact Us:

If you have any questions or concerns about our shipping policy, please feel free to contact our customer service team at support@kaguyasu.com.

CONTACT INFORMATION

Company: KAGUYASU INC.

Phone: +1 757 913 5009

Email: support@kaguyasu.com

Address: 8 THE GREEN STE A, KENT, DOVER, DE 19901

We strive to ensure the complete and timely delivery of all products. However, in the event of any unforeseen circumstances or if you have any questions, please contact our customer service team for assistance.

Refusal and Damaged Packaging Guidelines

1.Damaged Packaging but Intact Product: If the outer packaging of your item arrives damaged but the product itself is undamaged, please do not refuse the package. Instead, accept the delivery, take photos of the packaging, and contact our customer service team for assistance.

2.Please note that external packaging damage does not necessarily mean the product itself is damaged. We recommend that customers inspect the product promptly after receiving it. If any damage or quality issues are found, we will provide a free replacement or a full refund. If you refuse the delivery without contacting our customer service in advance, you may be responsible for return shipping costs and it may affect your eligibility for a refund or exchange.

3.In the event that a refund or replacement is issued due to product damage, the responsibility for the removal and disposal of the damaged product shall rest with the customer.

Returns Due to Quality Issues

If the fault lies with us, we will offer a refund, product exchange, or replacement parts in the following cases:

1.The product has significant quality issues or defects.

2.Incorrect shipping or missing items (e.g., products not matching the order).

Please note: If your item arrives damaged, please contact us within 3 days of receipt. Depending on the severity of the damage, we will offer an appropriate solution, such as a partial refund, replacement, or repair. For severe damage or items that are unusable, we will provide a full refund, replacement, or repair. For minor damage, such as scratches or dents that do not affect the product's functionality, we may offer a partial refund, but a full refund will not be issued. Please note that minor damage that does not impact the normal use of the product will not be eligible for a full refund.

Non-Returnable or Non-Refundable Items

1.Products Returned Due to Customer Reasons: Returns caused by customer errors, damage, stains, missing items, or similar reasons.

2.Made-to-Order or Personalized Items: All made-to-order or personalized products.

3.Products with Potential Shipping Damage Due to Irreversible Packaging: Products where the packaging has been altered or product identification codes/tags have been lost, which may result in shipping damage.

4.Used Products: Any products that have been used.

5.Clearance Items: All clearance products.

6.Products with Installation Marks: Products, such as wooden furniture, that may have installation marks affecting their resale condition.

7.Products with Minor Scratches: Products with minor scratches that do not affect functionality.

8.Products with Minor Color Variations: Products where the actual color may differ slightly from what is displayed on the website.

9.Products with Minor Size Differences: Products with size differences of less than 0.5 inches.

10.Seasonal Promotion Items:  All seasonal promotion products (including summer sales) are non-returnable and non-refundable unless there is a verified quality issue.

Please note：The actual product color may differ from the images displayed on our website. If you have any concerns about this, feel free to contact our customer service team to request real product images for reference.

Refund Policy And Additional Fees

1.If you receive a damaged item, we will assess the severity of the damage to determine if it qualifies for compensation and the amount. 

1).For minor damages such as scratches or small dents, we will negotiate a refund of 2%-10% of the order amount.

2).For significant damages, we will discuss with you whether you wish to keep the item. If you choose to keep it, we will offer compensation of 20%-30% of the order amount.

3).Additionally, if applicable, we may offer a replacement item at no extra cost.

Important Note : The product will start production 48 hours after the order is placed

2.Shipping charges for the original order are non-refundable.

3.If you request to cancel your order after placing it due to personal reasons (such as no longer wanting the item, dissatisfaction with delivery time, etc.), a cancellation fee will apply:

1) If the order is canceled before production, the customer will receive a full refund minus a 5% non-refundable credit card fee.

2). If the product is in production or completed but not yet shipped, the cancellation fee will range from 20%-50% of the order amount.

3). Once the product has shipped or is in transit to our warehouse in the U.S., an 80% cancellation fee will be applied.

4.If a returned item is found to be damaged upon arrival at our warehouse, we will deduct the cost of the damages from your refund.

5.For damages caused during assembly or disassembly, small replacement parts can be sent at no charge. However, larger parts may incur additional charges, and we do not cover any installation costs or refund requests related to installation fees.

6.If incorrect shipping information is provided by the customer, or if re-delivery or multiple installation attempts are required due to customer actions, any associated costs will be the responsibility of the customer.

7.If you wish to change the color, size, or style of your order after production has begun, the following fees will apply:

1).Prior to shipping, a 20% change fee will be charged.

2)After shipping has started or once the order has arrived at our U.S. warehouse, a 50% change fee will be charged.

Steps for Initiating a Return

1.Contact our customer service team at support@kaguyasu.com to start the return process.

2.Inform us of your return request, including your order details and reason for return.

3.Our customer support team will guide you through the return process and provide the address

4.Arrange for furniture pickup.

5.Receive your returned furniture.

6.Refunds will be processed and returned to your payment account once we have confirmed the request.

Please note：The refund process usually takes 7-10 business days after coordination with customer service. We kindly ask that you refrain from initiating a chargeback, as this can extend the process. If a chargeback is initiated, please be aware that credit card companies may take 2-3 months to resolve the issue.

Contact for Returns and Refunds

Please note: Exchanges may be requested within 14 days of receipt. Please inspect the item upon delivery and report any issues to Customer Service within 3 days.

For any queries related to returns or refunds, please reach out via email at support@kaguyasu.com.

CONTACT INFORMATION

Company: KAGUYASU INC.

Phone: +1 757 913 5009

Email: support@kaguyasu.com

Address: 8 THE GREEN STE A, KENT, DOVER, DE 19901