Shipping & Refund Policy

Shipping Policies

Please read the following carefully as well as the FAQ and the item's description. By submitting your order, pre-order, or lottery entry, we consider it an agreement to comply with our conditions. We reserve the right to refuse services to anyone at any time. If you ever have any questions about these policies, please contact VOLKS USA Customer Service.

Areas of Business

We are only able to ship within the U.S.A., Canada and Mexico.

If you are interested in VOLKS' items but are from outside of VOLKS USA's area of business you may use VOLKS, Inc.'s International Website.

We are not responsible for issues associated with changes in international currency exchange rates.

United States:

Currently, the only shipping methods available for U.S. residents are UPS Ground and USPS Priority Mail Express (PME). We are sorry for any inconvenience that this causes.

Size Limitations of USPS PME (As of September 2012):
- Maximum Length and Girth Combined: 108 inches
If you order a large item or order many items together your order may go over the size limit.
If that is the case, we will contact you regarding whether you would like to switch to UPS Ground or split items into separate orders.

All California residents and orders picked up/purchased in store will be charged 9% sales tax.

Canada:

Canadian customers must choose USPS Priority Mail Express International (PMEI).

Size Limitations of USPS PMEI to Canada (As of January 2013):
- Maximum Length: 42 inches
- Maximum Length and Girth Combined: 79 inches
If you order a large item or order many items together your order may go over the size limit.
If that is the case, we will contact you regarding splitting items into separate orders.

Mexico:

Mexican customers may choose between UPS Worldwide Expedited and USPS Priority Mail Express International (PMEI).

Size Limitations of USPS PMEI to Mexico (As of January 2013):
- Maximum Length: 36 inches
- Maximum Length and Girth Combined: 79 inches
If you order a large item or order many items together your order may go over the size limit.
If that is the case, we will contact you regarding whether you would like to switch to UPS Worldwide Expedited or split items into separate orders.

Brokerage & Custom Fees

Unfortunately these services may require extra charges such as customs or brokerage fees which are not included in the original shipping cost.

Please understand that VOLKS USA, Inc. is not responsible for, nor are we involved in the setting of any extra charges for customs or brokerage fees. These fees are set by the courier company and your country of residency.

By placing an order on our site, you are acknowledging that you understand these terms and will not hold VOLKS USA, INC. accountable for any extra fees.

We are sorry, but we cannot mark down or misrepresent the value of packages, or mark them as gifts. Not only does it make us incapable of insuring your items correctly, it can also mean heavy fines and penalties for us and we would like to continue to do business in the USA.

If you refuse a delivery because you do not want to pay the customs or brokerage fees, we will require that you cover any return shipping costs.

P.O. Boxes and UPS

If you choose UPS as your shipping option, please be aware that UPS does not generally deliver to P.O. boxes. If you list a street address along with your P.O. box number, UPS will be able to deliver to you; however, if you do not, UPS will not be able to deliver to you, and we will contact you to acquire a street address.

"Pick up at Store" Option

If you would like to pick up your web ordered items at Tenshi-no-Sumika in Los Angeles, please choose "Pick up at Store" as your shipping option.

Please come to pick up your items within one month after you receive your pick up notice from us. If you do not contact us or come to pick up your items within one month, we may cancel your order.

You can pick up your items anytime during our showroom hours. Please check out About VOLKS USA, Inc. for the store hours and address.

Anyone who picks up items at Tenshi-no-Sumika in Los Angeles will be required to pay California sales tax, no matter where the billing address is located.

Shipping and Handling Costs

VOLKS USA currently has no set shipping cost. Shipping cost will vary depending on your location, items ordered, item value, etc. All prices are calculated automatically by Yahoo's shopping cart service according to the current prices of UPS or USPS (this may include variances such as daily fuel surcharges.)

Handling and packing fees also apply and will be calculated automatically along with your shipping cost.

Any shipping, or other fees, are non-negotiable.

Shipping Schedule

Our office is completely closed on Tuesdays and we do not ship orders on Saturday or Sunday.

Orders placed late in the day on Friday, on Saturday, or on Sunday will be shipped the following Monday. Any orders placed late in the day on Monday will be shipped on the following Wednesday.

Other than the days stated above, most of our orders are shipped next day or same day. However, please understand that if we have an unusually large volume of orders it may take us some time to process and ship them. We always do our best to get your order to you in an expedient of a manner as possible.

We will also unfortunately not be able to ship on certain National Holidays, depending on UPS' and USPS' schedules.

Returned and Refused Packages

If for some reason your package is returned to us (UPS was unable to deliver with multiple attempts, you refuse the package, etc.) we will ask for you to cover any shipping costs back to us, as well as any costs should we need to re-ship the package.

Order Cancellation and Changes

Please make sure to check that you have chosen correct items before ordering.

We cannot

  • add other item(s) to your order
  • cancel the item(s) from your order
  • cancel your entire order

after your order is processed.

Please contact service@volksusa.com if you have any questions before you order.

Each lottery that offers limited items has a lottery agreement. Please read the lottery agreement well if you are interested in limited items.

Third-Party Shipping

VOLKS USA's business area covers the United States, Canada and Mexico.
If you are outside of VOLKS USA's business area, we highly recommend ordering from VOLKS, Inc.'s International Website, or from Zoukei-Mura's English Site.

Third-party shipping is something that we do not recommend. We do know that some customers order from our website, or have a third party order for them, with the intention of having a friend, relative, or other business ship to them. This may be because they are outside of our business area, for convenience, for a gift, or for other reasons.

Because we cannot control what happens to the package once it leaves us, we can only cover damages, loss, defects, etc., between ourselves and the original ship-to party/location. Once the package leaves the original ship-to party/location, we cannot be responsible for it and we cannot accept claims on it for any reason.

Large Orders/Wholesale

VOLKS USA is a retail business only. We do not offer any discounts for purchasing in bulk and we do not offer wholesale for any reason.

In the case that we receive an order which includes large numbers of the same item, or items, it is possible that we may contact you or that we may not process it. This is to help prevent fraud and unlicensed resale. We thank you for your understanding regarding this.

Refund and Return Policies

Please make sure to check that you have chosen the correct size, style, color, etc. before ordering. If you have any questions at all regarding item suitability, availability, etc. please do not hesitate to contact VOLKS USA Customer Service before ordering.

We will accept order cancellations, exchanges, or replacements ONLY IF

You were sent the incorrect item, the item is defective, or the item is damaged upon delivery.

Materials such as boxes, bags, cushions, etc. are intended to protect the items and are not covered under our warranty.

Your claim must be reported to VOLKS USA Customer Service within 14 days (two weeks) after delivery, accompanied by your original order confirmation.

While we proceed with your claim:

  • Please follow all instructions sent to you via email.
  • Please do NOT do anything we have not instructed you to do.
  • Please keep any items, including any packaging materials and invoice. In most cases we will ask you send them back.
  • Please do NOT send us back any damaged, defective, or incorrect items before we ask you to.
  • If you do not follow our instructions we may not be able to assist you. We thank you for your understanding.