Frequently Asked Questions

Membership registration is required to place an order on this site.
There are no fees such as admission fees or annual fees for registration.

1. Please access the New Member Registration Page.
2. The member registration screen will be displayed. Please enter your name, email address, and password.
   * Please register your password with at least 5 characters using half-width alphanumeric characters.

If you cannot register as a member, please check the following.

○ If the error message "This email address is already registered" is displayed
You have already registered with the email address you entered.
If you forgot your password, you can reset it.

○ If an error message other than the above is displayed/If you cannot register for reasons other than the above
We apologize for the inconvenience, but please contact us via the contact form.

After completing the member registration process, a registration completion email will be sent automatically. If you do not receive the email, the following reasons may be considered.

○ Email address is different
The email is sent to the registered email address.
If it differs from the email address you are currently using, please contact us via the contact form.

○ Email is sorted into spam
If you are using a free email service (such as Gmail), it may be sorted into spam, so please check your spam folder.

○ There are domain reception restrictions on mobile carrier emails
If the registered email address is restricted, you may not be able to receive emails from this site (such as password reminder emails, order confirmation emails, inquiry response emails, etc.). Please follow the settings of each mobile carrier to remove domain rejection or set to receive emails from "@nagano-market.jp".

* Note for mobile carrier email addresses (such as docomo, ezweb, softbank)
Even if there are no issues with domain settings, emails may not be delivered due to security settings of each carrier. Therefore, we recommend registering an email address other than a mobile carrier email. If you wish to change your email address, please contact us via the contact form.

Please proceed with the password reset process from the link "Forgot your password?" on the login page.

We apologize for the inconvenience, but please contact us via the contact form indicating your wish to withdraw. We will process the withdrawal for you.

Adding items to the shopping cart does not guarantee stock for those items. Stock is secured when the order process is completed.
Therefore, if another customer completes the order process before you while the item is in the cart, the item may be sold out depending on the stock quantity.
Additionally, if the item remains in the cart for a long period, stock status and product prices may differ at the time of ordering. Please understand this in advance.

You cannot order pre-order items and regular items together.

The order confirmation email is sent automatically after the order is completed. If you do not receive the email, the following reasons may be considered.

○ Email address is different
The email is sent to the registered email address.
If it differs from the email address you are currently using, please contact us via the contact form.

○ Email is sorted into spam
If you are using a free email service (such as Gmail), it may be sorted into spam, so please check your spam folder.

○ There are domain reception restrictions on mobile carrier emails
If the registered email address is restricted, you may not be able to receive emails from this site (such as password reminder emails, order confirmation emails, inquiry response emails, etc.). Please follow the settings of each mobile carrier to remove domain rejection or set to receive emails from "@nagano-market.jp".

* Note for mobile carrier email addresses (such as docomo, ezweb, softbank)
Even if there are no issues with domain settings, emails may not be delivered due to security settings of each carrier. Therefore, we recommend registering an email address other than a mobile carrier email. If you wish to change your email address, please contact us via the contact form.

As a general rule, we do not accept order cancellations. Please place your order with this understanding.

After completing your order, you cannot change the order details. Please place your order with prior understanding.

Even if you change the delivery information on the My Page after completing the order, the order information will not be changed.
Please confirm the shipping status of your order and follow the steps below.

○ Confirm shipping status
Please confirm the shipping status of the order in question before contacting us.

1. If you have received an email from our store titled "Regarding Shipping"
   After shipment, please contact Yamato Transport yourself for the change procedure.
2. Please confirm the delivery status in the order history on My Page.
   • If the delivery status is "Not Shipped": It is considered "Before shipment". Please quickly contact our store.
   • If the delivery status is "Shipped": It is considered "After shipment". Please contact Yamato Transport yourself for the change procedure.

○ In case before shipment
Please fill in "New address after change" in the inquiry form and quickly contact our store.
※ Important
Even if the delivery status on My Page is "Not Shipped", if the shipping process has already started for your order, we cannot accommodate changes at our store. Please understand this in advance.

○ In case after shipment
We cannot accommodate address changes (redirects) after shipment at our store.
Please confirm the information provided in the "Shipping Information" email and contact Yamato Transport yourself.
※ We cannot handle redirect requests to Yamato Transport from our store.
※ Additional shipping fees incurred due to address changes (redirects) cannot be guaranteed by our store.

※ Important
From the shipments on June 1, 2023 (Thursday), Yamato Transport will incur shipping fees for redirects.
Due to "Incorrect delivery address", "Absence during delivery", "Relocation", etc., if the delivery address is changed to a different address than the one on the delivery slip, additional shipping fees will be incurred and the fees will be borne by the recipient (cash on delivery).
Please check here for details.

Our store does not offer gift wrapping services. We apologize for not being able to meet your expectations.

In our store, the "delivery note" or "details" with the product price is not included in the package to be delivered. Even when used as a gift, the product price will not be conveyed to the recipient, so please rest assured.

After the product is shipped, you can issue it yourself on the dedicated page.
Information on how to issue a delivery note is provided in the "Shipping Information" email sent after shipment.
※ In our store, from the perspective of paperless and personal information handling, the "delivery note" with the product price is not included in the package to be delivered.
※ Also, we do not handle mailing of delivery notes. Please understand this.

After the product is shipped, you can issue it yourself on the dedicated page.
Information on how to issue a receipt is provided in the "Shipping Information" email sent after shipment.
※ Please note that we do not handle mailing or inclusion of receipts with the product. Please understand this.

You can choose from the following payment methods.

• Credit Card (VISA, JCB, Master, American Express)
• Apple Pay
• PayPay
• au PAY
• Post-payment Paidy

After completing your order, you cannot change the payment method.

Regarding the payment method and billing of Paidy, notifications will be sent to customers from Paidy.

1. [Between 1 to 5 days after the order date of the next month] A notification of the billing amount will be sent via email and SMS from Paidy.
2. [Until the 27th of the month following the order date] Please select a payment method and make your payment.

※You can also confirm payment methods and billing amounts from My Paidy.
⇒ Here is My Paidy (external site)

※If you have any questions, please check the official Paidy site or contact Paidy directly.
⇒ Here is the official Paidy site (external site)

As a rule, our store does not accept the use of credit cards in names other than the name of the person placing the order. Depending on the results of the credit card holder's usage confirmation, there may be cases where the order is canceled, so please be aware of this.
If you do not have a credit card in your own name, please choose another payment method.

Please use the payment service "Shop Pay".
By registering your email address and mobile phone number with "Shop Pay", you can easily make payments without re-entering your delivery address and credit card information by simply entering the 6-digit code sent via SMS to your registered mobile phone number during your next purchase.
※The Shop Pay app does not support Japanese, and you cannot enter addresses in Japanese, so please register from the website below.
⇒ Register/Login for Shop Pay here (external site)

Shop Pay is a payment service provided by the online shop system of our store.
By registering your email address and mobile phone number with Shop Pay, you can easily make payments without re-entering your delivery address and credit card information by simply entering the 6-digit code sent via SMS to your registered mobile phone number during your next purchase.

Changes to the information registered with Shop Pay will not be reflected even if you change your membership registration information at our store.
Please log in to Shop Pay and make changes yourself.
⇒ Login to Shop Pay here (external site)

If you wish to delete your Shop Pay account, please follow the steps below yourself.
⇒ Delete Shop Pay account (external site)

1. From the link above, enter the email address registered with Shop Pay and press the "Send Request" button.
2. An email titled "Request to delete Shop account" will be sent to the entered email address.
3. Press "Delete Account"
4. When the message "Your account has been successfully deleted." is displayed, the deletion is complete.

• When you delete your Shop Pay account, all information saved in Shop Pay will be completely deleted.
• Shop Pay and the registration information of the official online store of our store are managed separately, so deleting your Shop Pay account does not mean deleting your store account.

It is likely due to the impact of registering or using "Shop Pay" once, so we apologize for the inconvenience, but please check the contents below.

Shop Pay is a payment service provided by the online shop system of our store.
By registering your "email address" and "mobile phone number" on Shop Pay, and saving your delivery information and credit card information, you can easily make payments from the next time onward by simply entering a 6-digit code (SMS verification). Even if you have used Shop Pay at another store once, Shop Pay may automatically start when you order with the "Shop Pay registered email address" at this store.

If you proceed from the cart in a "logged-in state to Shop Pay", you will automatically be redirected to the Shop Pay payment screen. If you wish to order with another payment method, please try the following.

1. Click "Proceed to checkout" on the cart screen, and you will be redirected to the "Pay now" page where credit card information is entered.
2. Click [Purchase as a guest] below "Pay now".
3. You will be redirected to the checkout screen. Please enter "delivery address", select delivery method and payment method, and click [Confirm order].

We deliver using Yamato Transport's Takkyubin.

The delivery fee is set according to the delivery area.
For details on delivery fees by area, please check "Delivery fee" in the usage guide.

We do not accept date and time specifications.
After the product is shipped, we will send you an email with the tracking number, so please contact Yamato Transport yourself.

Products in stock will be shipped within 7 business days (excluding Saturdays, Sundays, and holidays) from the order date.
Pre-order products will be shipped within 7 business days (excluding Saturdays, Sundays, and holidays) from the product release date.
For inquiries about individual shipping times, we cannot respond.
Please understand in advance.
When shipping, we will contact you by email with the tracking number.

We cannot accommodate requests for combined delivery of products after ordering. If you place separate orders, each order will be delivered separately. We ask for your understanding in advance.

Please select the country/region where delivery is possible on the product purchase page. If your country/region is not displayed, delivery may not be available at this time.

First, please check whether the product you ordered is a "pre-order product".
In the case of pre-order products, the scheduled shipping date is listed on the product page at the time of order.
If the product does not arrive despite being a regular product, please contact us via the inquiry form.

Due to weather or road conditions, delivery may be delayed from the expected date.
The email "Regarding Shipping" sent at the time of shipping includes the tracking number and delivery status URL. Please check the delivery status URL, and confirm with the "Yamato Transport Inquiry System".

Returns and exchanges due to customer convenience are not accepted. Please order after understanding in advance.

While we strive for perfection, if a product with an initial defect or different from the order is delivered, we will respond to returns and exchanges.
Please contact us via the inquiry form within 7 days of product arrival with "the product name" and "quantity".
After confirming the content, we will contact you again from our store.
Please prepare photos that can confirm the defect location of the relevant product.
Please note that if a replacement product cannot be prepared, such as in the case of a sold-out product, we may respond with a refund.

Regarding the following, returns and exchanges are not accepted, so please understand in advance.

• Cases where contact is made after 7 days from product arrival
• If products are returned without prior contact
• Cases where damage or breakage occurs after the customer uses the product
• Requests for returns or exchanges from someone other than the purchaser
• Cases where purchased outside of regular routes such as auction sites
• Cases where purchased at stores other than our store
• Due to manufacturing specifications and individual differences
• Other cases where defects are not recognized based on our company regulations

◎ If only the delivery box is damaged or soiled
Please check the contents, and if the products are not damaged or soiled, we apologize for the inconvenience, but please accept them as they are. We appreciate your understanding.

◎ About cases where the product is also damaged or soiled
For damage or soiling of products that occurred during transportation, please contact the shipping company directly.
If you discover damage or soiling after receiving the product, please take a photo of the damaged or soiled part, have the tracking number ready, and contact the Yamato Transport Service Center within 14 days of the product's arrival.

≪ Yamato Transport Service Center ≫
From landline: 0120-01-9625
From mobile phone: 0570-200-000
Reception hours: 8:00 - 20:00 (Open year-round)

◎ If only the original BOX is damaged or soiled
The original BOX is a delivery box to protect the contents, so even if it is damaged or soiled, it cannot be exchanged. We appreciate your understanding.

◎ About cases where the product is also damaged or soiled
For damage or soiling of products that occurred during transportation, please contact the shipping company directly.
If you discover damage or soiling after receiving the product, please take a photo of the damaged or soiled part, have the tracking number ready, and contact the Yamato Transport Service Center within 14 days of the product's arrival.

≪ Yamato Transport Service Center ≫
From landline: 0120-01-9625
From mobile phone: 0570-200-000
Reception hours: 8:00 - 20:00 (Open year-round)

If the product is returned to our store after being shipped because the customer did not receive it (including cases of refusal to accept, expiration of the storage period due to absence, unclear address, etc., but not limited to these), we will notify the customer's registered email address from our store.
If you wish for the product to be reshipped, please respond to the email from our store within one month after the email notification. Please note that reshipment will be sent with shipping charges payable on delivery.
If one month passes after the email notification from our store and there is no response or acceptance, we will treat your order as canceled, and the following costs will be borne by the customer. If the product price was paid in advance, we will process a refund for the remaining amount after deducting the customer's responsibility.

• Shipping fee
  * Fees will be based on the region-specific delivery fees determined by our store. Please check the "About Delivery" section in the usage guide for details.
  * The same charges will apply for orders with free shipping.
  * For multiple reshipments, the delivery fee for the number of times will be charged.
  * If return shipping fees occur due to the shipping company's regulations, the customer will bear the additional cost.
• Actual expenses incurred for the ordered products, such as handling fees (including wrapping fees and various service fees, but not limited to these).

As a general rule, we cannot accept exchanges for items with manufacturing characteristics. Even in other cases, exchanges may not be possible due to limited quantities.
Although there may be cases where bonus postcards are included, exchanges are not possible even if they are damaged or soiled.

We apologize, but we cannot individually answer about the scheduled release date of products. Information regarding the release of products is appropriately announced from the following, so please check.
* Information announcements on the site below are not guaranteed, please understand in advance.

• Nagano Market Official Online Shop (this site)
• Nagano Market Info
• Nagano Market Official Online Shop Twitter

We cannot reply to inquiries regarding the hope for resale or made-to-order production.
Please understand in advance.

If resale or made-to-order production occurs, we will notify you as needed on Nagano Market Official X (Twitter).

We apologize, but we cannot individually answer about information on resale or restock of products.
Information regarding resale or restock is appropriately announced on Nagano Market Official X (Twitter), so please check.
* Information announcements on Twitter are not guaranteed, please understand in advance.

Also, if you enter your email address in the "Receive restock notifications" on the product page and click "Register", you will be notified when the product is restocked, so please use that as well.
* Restock notification emails do not guarantee stock availability, please understand in advance.

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