Before making a purchase, please note that membership registration on our site is required. After purchasing a product, please wait for its arrival.
When selecting a product on our webpage, please first click the "Add to Cart" button, then click the "Confirm Purchase Process" button to complete your order.
Once you have decided on the items you need, select the desired quantity and click the "Add to Cart" button. You can also adjust the quantity in your shopping cart. If you have any questions, please feel free to contact us via the inquiry form.
After selecting your favorite items, click the "Cart" button at the top of the screen to review your shopping cart. After confirming the details of the displayed products, click either the "View Cart" or "Checkout" button.
Follow the on-screen instructions to register or log in as a member. Please enter your name, address, phone number, and other required details to proceed with your order.
After completing the order form, you can enter your shipping and payment information.
*Please ensure that your personal information is entered accurately to ensure smooth order confirmation and delivery.
Important Notes Regarding Credit Card Information:
- VISA, MasterCard, and JCB credit cards are accepted.
- In some cases, online payment may not be available due to issues related to the credit card company.
- Please verify the credit card name, expiration date, and cardholder’s name.
Once your order is successful, a confirmation screen including your order number will be displayed. After completing your order, you will receive a confirmation email with the subject "[産直商店 by Oisix] Order (Payment) Confirmation." Please review your order details. You will also be notified by email once your order has been shipped.
Order Deadlines
Order deadlines are every Tuesday and Thursday at 7:00 AM, and every Friday at 3:00 PM.
When placing your order, you can select your preferred delivery date and time from the delivery calendar.
For Thursday delivery → Order must be placed by 6:00 AM on the Tuesday two days before the delivery date
For Friday delivery → Order must be placed by 6:00 AM on the Tuesday three days before the delivery date
For Saturday delivery → Order must be placed by 6:00 AM on the Thursday two days before the delivery date
For Sunday delivery → Order must be placed by 6:00 AM on the Thursday three days before the delivery date
For Tuesday delivery → Order must be placed by 3:00 PM on the previous Friday, four days before the delivery date
For Wednesday delivery → Order must be placed by 3:00 PM on the previous Friday, five days before the delivery date
Before confirming your payment, please note the following:
- Once your order is completed, the transaction is immediately finalized. You cannot change your order after payment, so please double-check your order details before making payment.
- We cannot accept order cancellations after the deadline.
If you have any further inquiries, please contact us via the inquiry form.
Best-Before Date Guarantee for Products
At Premium Japan Grocery 産直商店, we offer a variety of select products including fresh vegetables, processed foods, and frozen items. For detailed information on each product, please refer to the individual product descriptions.
■ Guidelines for Consuming and Storing Fresh Products
Our website provides an overview of product details, storage instructions, and consumption guidelines for every item. Please review the specific details of each product before purchasing, and understand the characteristics of each item.
Fresh products, which are influenced by the season and climate, have a shorter shelf life, so we recommend consuming them as soon as possible. If you are unable to consume them immediately, please store them in your refrigerator or produce compartment.
*Note: Storage instructions vary by product. Please refer to the details for each item.
■ About the Delivery Date Guarantee
Many products on our site are fresh or processed items and may have a shorter guarantee period compared to products sold in conventional markets.
Before purchasing a product, please check its delivery date guarantee period. Since the guarantee period varies by product, please refer to the detailed information provided for each item.
Although products are shipped from Japan, items with a guarantee period nearing expiration may be replaced with new products the following day. Therefore, the exact best-before date of an individual product may not be accurately confirmed. We appreciate your understanding.
■ How the Delivery Date Guarantee Period is Calculated
As stated above, the delivery date guarantee period varies for each product provided on our website. The guarantee period is displayed as "Guarantee for X days after delivery," and it is calculated as follows:
Example: If a customer selects September 1 as the delivery date at the time of order (regardless of the delivery time slot):
- For a "1-day guarantee after delivery" (guaranteeing the day of receipt):
The guarantee for the product on its delivery date is, at the earliest, the day of receipt on September 1.
- For a "4-day guarantee after delivery":
The guarantee for the product on its delivery date is, at the earliest, September 4.
- For a "29-day guarantee after delivery":
The guarantee for the product on its delivery date is, at the earliest, September 29.
*The guarantee period stated on the webpage represents the shortest period, including the delivery date. The actual shelf life of the product may be longer in some cases, so please re-check after receiving your product.
Shipping and Delivery Charges
Delivery Times
■ About Delivery Times
You can specify your preferred delivery date and time from the following time slots for the products you have ordered:
[10:00 - 14:00]
[14:00 - 18:00]
[18:00 - 21:00]
*Please note that dates earlier than the available delivery date cannot be selected.
*Delivery may be delayed due to inclement weather or other transportation issues.
Shipping Company
Your order will be delivered by Kerry Cool Express.
Kerry Cool Express
Tracking Number: A 13-digit number beginning with "KCE"
Cargo Tracking Website: https://www.kerrycool.com/
Please refer to the URL provided in the SMS sent by Kerry Cool Express.
*The shipment notification email will include the tracking number and the URL for the cargo tracking website. Please use the tracking website with the tracking number provided in the email.
■ In Case Items Are Returned Due to Extended Absence, etc.
If you are not available to receive your delivery, please check the missed delivery notice provided by the shipping carrier, and contact the relevant branch indicated on the notice within 5 days.
If you do not collect your package within the 5-day storage period for undelivered items, the package will be returned to our store.
If the item is returned due to long-term absence or refusal to accept delivery, we may charge you for the round-trip shipping cost as well as the shipping cost for re-delivery. Thank you for your understanding.
Shipping Fees
The products you order will be shipped from our distribution center via a shipping company in Hong Kong. International shipping fees vary depending on the order amount.
For orders with a product total of HK$450 or more, shipping is free.
For orders under HK$450, a shipping fee of HK$80 will be charged per delivery.
*Shipping fees are applied per order.
*Even if multiple orders are placed on the same day, we do not offer consolidated shipping requests.
Delivery Service Area
Our delivery service covers Hong Kong Island, Kowloon, and the New Territories, excluding certain regions. In some remote areas, specifying a delivery time slot may not be possible, or delivery may not be available.
■ Important Notes on Delivery Areas and Time Slots
Even if you select a specific delivery time slot, if your delivery address is in a remote area, the selected time slot may be automatically invalidated without further notice.
*Please note that frozen products are delivered by a different vehicle from regular items (such as vegetables and fruits). As a result, regular and frozen items may be delivered separately even if selected for the same time slot. Thank you for your understanding.
Payment Methods
Regarding Payment
Payment Methods
Payment can be made using a credit card.
The total payment amount is the sum of the "Product Price" and the "Shipping Fee."
About Credit Card Payments
We use an SSL system for credit card transactions. Your card number is encrypted during transmission for your security.
Accepted Credit Card Types
VISA / MasterCard / JCB
Timing of Payment
Your credit card will be charged when your order is shipped, and the purchase amount will be debited on your card issuer’s billing date. The billing date may vary depending on the card company.
Receipts
We do not issue credit card receipts. Please refer to the transaction details provided by your card company.
*If you require a receipt, please complete the process using the URL provided in the shipping confirmation email.
*This is only available for orders with a status of "Shipped."
Important Notice
Regarding the Use of Debit-Enabled Credit Cards
When you pay with a debit-enabled credit card, immediate authorization of your card occurs after clicking the "Place Order" button, and the payment is withdrawn directly from your designated bank account. In cases of returns due to defects or order errors, temporary duplicate charges may occur, and it may take some time for a refund to be processed back to your account. For details regarding refunds or similar issues, please contact your card company directly using the contact information on the back of your card.
About Cancellations, Returns, and Exchanges
Out-of-Stock or Substitute Items
Products offered on our site may sometimes be unable to be shipped due to production delays or transportation issues. Additionally, if a product becomes damaged or soiled during transit, it may be listed as out of stock. In order to minimize the impact of out-of-stock items, we will notify you promptly via email (or other means) as soon as we become aware of any such issues.
*You will be contacted by email as soon as an out-of-stock situation is confirmed.
*If data verification takes longer, the email may be sent after you have received your product.
*For refunds on products or services purchased via credit card, refunds are generally processed back through the credit card. Please note that refunds may take approximately two months to complete (depending on the credit card billing cycle).
Note
We take every measure to ensure product quality, but if a product is damaged, soiled, or differs from your order, please contact us using the inquiry form provided below. Be sure to include your registered email address or phone number, order number, and a photograph of the product.
Please note that we cannot process your request unless a photograph of the product is attached to your email.
Returns and Exchanges
Once your order is completed, the transaction is immediately finalized. Changes to your order cannot be made after payment, and since shipping preparation begins promptly, cancellations are generally not accepted.
Returns or exchanges for reasons attributable to the customer are generally not accepted. Please consider your order carefully before placing it. If there are exceptional circumstances, please contact us via the inquiry form or email.
Order Cancellations
- Once your order is completed, the transaction is immediately finalized. Please note that you cannot change or cancel your order after payment, so please double-check your order details before making payment.
- We cannot accept order cancellations after the deadline.
*For refunds on products or services purchased via credit card, refunds are generally processed back through the credit card. Please note that refunds may take approximately two months to complete (depending on the credit card billing cycle).
Other Information
Product-Related Issues
■ If There is an Issue with the Delivered Food Items
We sincerely apologize for any inconvenience caused. While we take every precaution to ensure product quality, if you find any defects or issues with the product upon delivery, please contact us via the inquiry form provided below within seven (7) days. Include your registered email address or phone number, order number, and a photograph of the product.
Please note that we will not be able to process your request if a photograph of the product is not attached to your email.
Delivery-Related Issues
■ When Your Package Does Not Arrive at the Specified Time
Although we maintain proper temperature control during transit, there is a possibility that delivery may be delayed due to increased shipment volume or traffic conditions.
For updates on the delivery status after your order has been shipped, it is recommended that you contact the respective shipping company directly using the tracking number provided in your shipment notification email.
Inquiries
Important Notes
Please note that depending on the content of your inquiry, it may take some time for us to respond.
If you are using a free email service (such as Hotmail or Gmail), there is a possibility that our response may be filtered into your spam folder.
If you do not receive our email, please check your spam or junk folder. If you are using mobile email and have spam filters enabled, please configure your settings to accept emails from the domain @farmfresh.oisix.com.
[ Regarding the Handling of Personal Information ]
The personal information you provide will only be used to respond to your inquiry and will not be used for any other purpose. For more details on how we handle personal information, please refer to our Privacy Policy.
