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User's Guide

Shipping and delivery

Domestic
Shipping Fee

Nationwide flat 550 yen
Free shipping on orders over 5000 yen

Delivery Company

Yamato Transport, Sagawa Express, Japan Post

Delivery Times Although it varies depending on the delivery area and the time of the order, delivery may take approximately 5 days from the date the order is received. For Hokkaido and Okinawa, delivery will take longer than usual. In the unlikely event that the product does not arrive within 7 days of your order, please contact us using the Inquiry form. For pre-order items, please check the estimated delivery date on the product details page.
Preferred Delivery Date You can specify from 7 to 30 days after your order date. (Counts only business days excluding holidays) Even if you specify a date and time, we may not be able to deliver on the specified date or time depending on the region or delivery company.
If the product is small, it will be delivered by Nekoposu (Yamato Transport), which does not require a receipt stamp, or by mail (Japan Post). In that case, we will not be able to specify the delivery date and time. If your package does not fit into your mailbox, we may deliver it to your delivery box or leave an absentee delivery slip. Additionally, if you purchase a product that includes "TUNE UP", your delivery may be delayed from the specified date and time.
Preferred Delivery Time Segments

Before Noon / 12pm-2pm / 2pm-4pm / 4pm-6pm/ 6pm-8pm / 6pm-9pm/ 7pm-9pm

*some delivery time options may be unavailable depending on the product

Overseas
Fee Delivery Fee *Customers will be responsible for customs duties, consumption taxes, etc.
Freight company EMS・UPS・FedEx
Carriage For snowboard purchases, fees vary depending on the shipping country
China, Hong Kong, Taiwan, Korea, Macao 15,000 yen
Singapore, Indonesia, Malaysia 20,000 yen
USA, Australia, New Zealand, Canada, Mexico 30,000 yen

France, Germany, Italy, Netherlands, Spain, UK, Belgium, Austria, Denmark, Greece, Portugal, Sweden, Switzerland, Iceland, Ireland, Norway, Hungary, Finland, Poland, Czech Republic


For any other countries, please contact us.

40,000 yen

* the price will be the same if you have other items in your order in addition to the snowboard.

For orders that do not include snowboards, shipping fees will be calculated by weight.

Fee table (EMS)
Insurance premium In the unlikely event that the product arrives damaged by EMS, or if the contents are missing, EMS will compensate you for the actual loss up to a maximum of 2 million yen. Insurance premium is free for orders up to 20,000 yen, after that, 50 yen will be charged for every 20,000 yen.

Example)
Amount of purchase EMS insurance premium
~20,000 yen 0 yen
~40,000 yen 50 yen
~60,000 yen 100 yen
EMS insurance premiums
Delivery date Although it varies depending on the country of delivery and the time of the order, it will take approximately one week from the time we receive your order for it to be shipped. If you purchase a product that includes "TUNE UP", it may take longer than normal shipping times. After shipping is complete, we will send you a tracking number via email, so please check the estimated delivery date from that email. For pre-order items, please check the estimated delivery date on the product details page.

Estimated EMS Delivery Times
Delivery Slip The delivery note will not be shipped together with the product. If you would like delivery note data, please contact us.

About payment

Payments Summary

「Shopify Pay・PayPal・Apple Pay・Google Pay・GENTEMSTICK Niseko Showroom・COD」payment methods are accepted. You can pay by credit card using the payment processing systems within Shopify Pay and PayPal. PayPal payment requires PayPal registration and can be used by anyone with an email address and credit card.

Pay Pal Info ・ PayPal Registration

If you would like to pay via GENTEMSTICK Niseko Showroom, please contact us using the Inquiry form.

Payment by cash on delivery is only accepted for orders where the total payment amount at the time of delivery is 100,000 yen or more including tax. Additionally, the total amount that can be ordered by cash on delivery is up to 300,000 yen. A cash on delivery fee (1,100 yen) will be charged in addition to the total amount of your order. Please pay the total amount of your order plus the cash on delivery fee in cash to the delivery person when the product is delivered. Payment by credit card is not possible. Cash on delivery is only accepted through the Inquiry form.

Accepted
Credit card
Shopify Pay: Visa, MasterCard, American Express, JCB, Diners Club, Discover
PayPal: Visa, MasterCard, American Express, JCB

Transaction times: Single transaction only

Fees: None

About products

Product Color Please note that although we have tried to make the color in the product photos as close to the actual product as possible, the color may differ from the actual product due to device screen settings, room lighting, or ambient light.
Size and Design Please understand that the size description and design may differ slightly due to different production runs and adjustments of production process for products.
Gift Wrapping Gift wrapping is not available.

Refunds, returns and exchanges

Order Cancellation
We do not accept returns of orders other than defective items. If the product is defective, please contact us within 7 days after receiving the product. If the item is not successfully received within the delivery company's storage period and is returned, it will be considered a cancellation due to the customer's convenience and no refunds will be given. Please note that you may be charged additional shipping charges for returning the item.
In the case of defective products
If the product is found to be defective, we will exchange it for the same product only if it is in stock. If we do not have stock that can be exchanged, we will issue a refund.
Return Postage We will pay the return shipping fee and the shipping fee for returning defective items. In the case of a return due to the customer's convenience, the customer will be responsible for the cost.
Please note Please note that returns/refunds will not be accepted in the following cases.
・ Returns on products 8 days or more after order delivery.
・ If product has been used/worn.
・ If products that have been scratched or damaged by the customer after delivery.
・ If product tags or labels have been separated or lost.