We ship to a lot of different countries around the world. For the full list please check out this link:  https://rb.gy/tfnxbz

The shipping provider that we use most is the EMS (Express Mail Service) who is under the Japan Post. 

However, if you would like to request us to use any other shipping provider, we might be able to do so. 

Takaokaya products are made in a very specific way in order to provide the desired shape and quality that we are looking for. All our fillings are put in and carefully layered by hand. When shipping them, they have to be handled with care in order to preserve the shape of the product, 

When our products are shipped, you can be sure that they are not squished, crushed, flattened, or vacuum packed in anyway, because that would destroy the shape of our product. As our president would say, we ship our product along with the Japanese air that`s inside them. 

Often times our shipping are more costly due to this reason. We have to send the product as is, without being able to compact the product. 

The shipping duration usually depends on the location, however generally it takes about 2 weeks or 14 business days for the production and another 10-14 business days for the product to be shipped off. 

Our shipping provider (EMS) normally provides us with a tracking number once the item is shipped off. You will receive an email with the tracking number as soon as we receive them. 

Due to the fact that all of our products are all under the made-to-order system, we are unable to accept any form of cancellations, refunds or returns for the products that has been purchased. Thank you for your understanding. 

Due to the fact that all of our products are all under the made-to-order system, we are unable to accept any form of cancellations, refunds or returns for the products that has been purchased. Thank you for your understanding. 

If you would like to change something about an order that was made, you may do so by consulting with our team via email, maximum 1-2 days after the initial order. 

If you received an item that seems to not match with your initial order (e.g: you ordered a blue Ojami cushion and received a purple Zabuton cushion) , firstly, please contact our team via email with an attached picture of the faulty product that you have received. There will be further discussion  with our team. 

If you feel like you have received a defective product(s)*, please contact our team via email with an attached picture of the damaged product(s) that you may have received, and we will pursue further discussion.

*Products that have an obvious sign of damaged that was not inflicted by the receiver, or caused by the shipping process, and can be proven that the damaged was made by our team at the Takaokaya headquarter.

We accept Credit Card (Visa,  Master Card, American Express), Paypal, Apple Pay, Google Pay, and Shop Pay

Generally our products cannot be washed. For further information please refer to our Products Maintenance page.

For further and more specific information on this topic, please refer to our Products Maintenance page. 

If you have more questions in regards to this topic, please contact us on the 'Let's Get In Touch' feature down below.

Yes, because our products are all made-to-order you will be able to customize a lot of things, including the size. 
If you would like to order a  customize please contact our team at Takaokaya via email to discuss further.

It depends on the amount of customization required. However, the a simple customization such as size or inside filling customization will take about 2 weeks or 14 business days. 

Because all of our products are made-to-order we still have to make everything from the beginning each time we receive an order. So unfortunately it will not make the waiting time any faster than ordering a customized product.