About payment
What payment methods do you accept?
You can use credit card, Shop Pay, Google Pay, Amazon Pay, and bank transfer.
*For credit cards, Shop Pay, Google Pay, and Amazon Pay, payment will be confirmed at the time of ordering the product.
For bank transfers, please transfer to the address below after placing your order.
【Account information】
Bank: Rakuten Bank Branch: Guitar Branch (226)
Account number: 5008162 (normal)
Account name: Sanshiro Kametani
Is it possible to change the payment method?
We are very sorry, but we are unable to change the payment method after completing the purchase procedure. Thank you for your understanding.
Can the receipt be included with the product?
You can download the receipt from My Page.
*Only for customers who have registered as members.
*For customers who are not registered as members, please make a request in the notes section when entering your order information.
If you require a separate receipt, please contact us by email.
About shipping
How much is the shipping cost?
Shipping fee is 880 yen (tax included) nationwide. Free shipping is available for orders over 15,000 yen (tax included).
When is the shipping date?
For products in stock, orders made by credit card payment will be shipped within 6 business days from the date of order confirmation (excluding Saturdays, Sundays, holidays, Golden Week, summer vacation, and New Year's holidays).
For orders placed by bank transfer, we will prepare the item for shipment as soon as the payment is confirmed.
If your order is placed on Friday, it may be shipped on Monday.
Once the product has been shipped, we will send an email to the email address you entered.
Until when can I cancel my order?
We apologize for the inconvenience, but we cannot accept cancellations after your order has been confirmed.
Can I return or exchange the item?
[If the product is defective]
We apologize for the inconvenience, but please prepare images that can confirm the defect (the entire product and an enlarged image of the defect) and contact us using the contact form below.
1. Order number
2. Name
3. Details of the product that requires return or exchange (product name and color)
4. Product arrival date
5. Reason for return or exchange Example: A different color than ordered was received.Example: The product was frayed.
6. Product images with visible defects
Our staff will provide you with instructions on how to proceed.
We will only accept exchanges or returns if you contact us within 3 days after receiving the product, so please check the condition of the product as soon as possible after receiving it.
[In case of customer's convenience]
We apologize for not being able to meet your expectations, but we do not accept returns due to customer's convenience.
*Please note that because our store is a mail order store, cooling-off is not applicable.
Which shipping company is it?
Depending on the region, we will deliver via Yamato Transport or Sagawa Express.
Can I specify a delivery company?
We are very sorry, but we cannot specify a delivery company.
Delivery will be made by Yamato Transport or Sagawa Express depending on the region.
I would like to request gift wrapping, what should I do?
If you would like gift wrapping, please enter your preference in the "Notes" section of the cart screen.
Gift wrapping is free.
About your account
Is it free to register for an account?
Yes, it's free.
What should I do if I forget my account information/password?
[About member information]
Member information can be checked from My Page.
Otsuks My Page
[About password reissue]
You can reset the settings from the login screen.
Forgot your password?
First, tap the link above, "Forgot your password?" From the "Reset Password" screen, please enter the email address you registered with.
A password reset URL will be sent to your registered email address.
Please access the URL in the email, enter your new password, and click the Send button to complete your password reset.
If you have any questions, such as not knowing your registered email address, please contact us using the form below.