FAQs

General Order Information

Please note: Because any customized Ninja John products (such as special orders, Built-to-Orders or personalized items) are final sale, we cannot accept cancellation or returns, refunds except in the case of faulty/damaged/incorrect goods being received.

Carriage costs, custom duties, import tax, currency conversion fees and credit card fees are your responsibility.

For non customized products customers can cancel their order within 30 days of receipt of goods. Goods must be returned with the original packaging supplied. On receipt of the goods, and assuming they are in a re-saleable condition, we will arrange your refund within 30 days of receipt of goods. We may reduce the amount refunded to you if returned items have been used or handled excessively before return. Return carriage costs, custom duties, import tax, currency conversion fees and credit card fees are your responsibility.

All our shipments include Tracking with Delivery Confirmation. If there is a problem with your tracking number or package delivery, please contact the courier directly prior to contacting us. Please allow 1-4 business days for your tracking information to show. In some rare cases, tracking information may not update, but you will still receive your order. Please contact us after the estimated delivery time has passed.

If your tracking information confirms that the item has been delivered to your order address, but you have not received your order, please contact the carrier directly to investigate this issue. We cannot be held accountable for packages where tracking information states the package has been delivered to your order address.

We will only accept one coupon code per order.

Delays with shipping :

We are NOT responsible if the package is not delivered in our estimated shipping times. If your order’s estimated delivery time has passed, here’s what you do:

Wait a bit more. Unfortunately, shipments can get delayed for reasons we can’t predict. We understand it’s frustrating to deal with late shipments, but please remember that our estimated delivery time is just an estimate, not a guarantee.
Reach out to the carrier. For each shipment, we’ll send you a shipping confirmation email with the carrier tracking number and a link to track the shipment. You can contact the carrier service directly to get information about your shipment. After your order leaves our facility, we won’t have any additional information beyond what you see when you track your package(s). If you have delivery-related questions during shipment or want more specific tracking information, please contact the carrier directly.

If you still haven’t received any news about your shipment after completing all the steps mentioned above, please fill out a problem report by email. Submit your claim no later than 14 days after the estimated delivery date for packages lost in transit.

Lost :

For packages lost in transit, all claims must be submitted no later than 14 days after the estimated delivery date.

We may ask for your help before doing that, like confirming with you that the shipping address was correct.

Keep in mind that if tracking information states an order was delivered but you think you haven't received it, we won't take responsibility and reship that order. In that case, any replacements would have to be at your expense.

But not all is lost! There might be cases where the delivery person left the package at your address in an unexpected location. You should reach out to the carrier and ask for additional information about the shipment. For example: "Left under the table on the back porch."

WRONG ADDRESS DISCLAIMER:

It is the responsibility of the buyer to make sure that she or he enters the shipping address correctly. We are not responsible if a package is shipped back to us due to an incorrect or undeliverable address. If you decide to change your shipping address, please write to us at　support@johnjapan.com as soon as you place your order. We will do our best to make the change, however we cannot guarantee that we will be able to do so.

If you provide an address that is considered insufficient by the courier, the shipment will be returned to our or partner's facility. You will be liable for reshipment costs once we have confirmed an updated address with you (if and as applicable).
Shipments that go unclaimed are returned to our or partner's facility and you will be liable for the cost of a reshipment to yourself(if and as applicable).
You hereby agree that any returned orders due to the wrong shipping address or a failure to claim the shipment won’t be available for reshipping and will be donated to charity at your cost (without us issuing a refund).

Faulty or Incorrect Goods :

If our product is faulty or damaged or is not what you ordered,
please email us with your order number, the details and a photo of the goods within 7 days. We will be happy to exchange or refund the item within 30 days subject to item availability. In these circumstances we will pay for the reasonable delivery for return of the goods.
Please note, we cannot be held responsible for damage due to general wear and tear or from a failure to follow the care guidelines.

Cancelling your order because it is unwanted :

For any customized Ninja John products (such as special orders, Built-to-Orders or personalized items) we cannot accept cancellation or returns except in the case of faulty/damaged/incorrect goods being received. For non customized products customers can cancel their order within 30 days of receipt of goods. Goods must be returned with the original packaging supplied. On receipt of the goods, and assuming they are in a re-saleable condition, we will arrange your refund within 30 days of receipt of goods. We may reduce the amount refunded to you if returned items have been used or handled excessively before return. Return carriage costs are your responsibility.

Returning Goods :

In the event that our goods need to be returned to us, please obtain a proof of postage certificate from your post office, in case the package fails to reach us. We will accept no responsibility for returned items until they are on our or our partner's premises.

IMPORTANT NOTE TO ALL CUSTOMERS OUTSIDE OF JAPAN:

We cannot guarantee that you will or will not be charged any customs taxes or duties. You are responsible for all applicable customs, duties, taxes and fees charged by your government. Please contact your country's customs office for respective charges and rates on package coming outside of your country. International customers (outside of Japan) are responsible for all import duties, customs, and local taxes charged by your country. We are unable to advise the amount of what these fees might be & we recommend that you contact your country's customs office or tax agent for respective charges and rates on a package coming outside of your country.

Any other FAQs

Q. Where is my order?

A. For each shipment, we’ll send you a shipping confirmation email with the carrier tracking number and a link to track the shipment.

Q. Who should I contact about order tracking and delivery?

A. After your order leaves our facility, we won’t have any additional information beyond what you see when you track your package(s). If you have delivery-related questions during shipment or want more specific tracking information, please contact the carrier directly.

Q. Where can I find my tracking number?

A. You should receive your order statues including the tracking number via email within 3-5 business days after purchase.
Please ensure to check junk/spam folder for any mail notifications.

Q. Why was only part of my order delivered?

A. If you order multiple items, you may get multiple deliveries. We’ll send you a shipping confirmation email for each shipment, so you’ll know exactly what to expect and when to expect it.

Q. Is there a way to purchase items not listed on the website?

A. In the event that we don’t have any products with your name in our Product Lineup, for a fee, you can place a Custom Order and have your own kanji designed just for you. Afterwards, you can then have your personalized kanji applied to a T-shirt or any other product we offer. We look forward to you finding your favorite products! (Please note that the price of a T-shirt or any other product will be a separate charge from the Kanji Design Fee.)

Click here to place a Custom Order for a Kanji Design.

Q. How much error is there between the color seen on the screen and the actual color?

A. Exact colors of merchandise may vary due to photography lenses, indoor / outdoor lighting, and computer monitor resolutions. Clothing patterns may also vary. These situations do not qualify as defects and you will pay return shipping if a return to our warehouse is attempted.

Q. I'm worried if the size fits.

A. Size charts are featured on every product detail page just below the product description.
Please note: If the item is no longer available in a certain size, that size will be grayed out.

Q. Are your products eco-friendly?

A. Print-on-demand is a more sustainable approach to fashion production as we customize the product only when a customer has already made an order. There’s no leftover stock and this way we’re producing less waste than traditional apparel manufacturing. We're working on reducing the use of plastic in the packaging process.

Q. Why does my shirt have a vinegar smell?

A. When unpacking a new shirt or hoodie with a direct-to-garment (DTG) print, you might notice a vinegar-like smell or an off-white residue. Don't worry, that's not unusual - it's from a fixation agent applied during the printing process and it's not permanent.

Fixation agent (sometimes known as pre-treatment) is used for all DTG prints across the industry. It helps the ink bond with the fabric, and without it, the ink would flake off the garment.

The solution is simply to wash the garment! Neither the residue nor the smell is permanent and both should go away after one wash. If the discoloration is noticeable, the quality control team will include a card explaining that it's from the fixation agent.