Shipping policy
Last updated: 24 December 2025
This Shipping Policy explains how Cool Art Japan (株式会社Cool Art Japan) (“we,” “us,” “our”) processes and ships orders placed on our website. For questions, please contact us via our contact form:
https://coolartjapan.com/pages/contact
1) Order Processing Time (Handling Time)
- Orders are typically processed within 5 business days after payment is confirmed.
- Made-to-order / customized items (e.g., framing, special packaging): Processing time may take longer. Estimated timelines will be shown on the product page or communicated after purchase.
- Business days exclude weekends and Japanese national holidays.
Please note: Processing time is separate from shipping/transit time.
2) Shipping Destinations
We ship to [Worldwide / selected countries]. We may be unable to ship to certain destinations due to carrier limitations, customs restrictions, embargoes/sanctions, or local regulations. If we cannot ship your order, we will contact you and refund the affected items.
3) Shipping Rates & Fees
Shipping fees are calculated and displayed at checkout (or as stated on the product page).
- Shipping fees may vary based on destination, package size, weight, insurance, and signature requirements.
- Any promotional free shipping, if offered, applies only under the conditions stated at checkout.
4) Carriers, Tracking & Signature
We ship using reputable carriers such as [Japan Post (EMS) / DHL / FedEx / UPS / others].
- Tracking: A tracking number will be provided once your order ships (when available).
- Signature: For high-value artworks, we may require signature upon delivery for security.
- Insurance: We may add shipping insurance for certain orders and destinations.
5) Packaging
Artworks are carefully packed to help protect them during transit. Depending on the item, packaging may include protective sleeves, corner guards, cushioning materials, moisture protection, and reinforced boxes or crates.
6) Estimated Delivery Times (Transit Time)
Estimated delivery times depend on the destination, carrier, and customs clearance. Typical transit time estimates from Japan are:
- United States & Canada: 10–20 business days
- Europe (UK/EU/EEA): 10–25 business days
- Australia & New Zealand: 10–25 business days
- Asia (East/Southeast Asia): 7–18 business days
- Middle East: 12–30 business days
- Latin America: 15–35 business days
- Africa: 15–40 business days
These are estimates only and are not guarantees. Delays may occur due to customs clearance, carrier disruptions, weather, peak seasons, remote-area delivery, or other events outside our control.
7) Customs, Duties, Taxes (International Orders)
International shipments may be subject to customs duties, import taxes (including VAT/GST), brokerage fees, or other charges imposed by your country/region.
- These charges are the customer’s responsibility unless we explicitly state otherwise in writing.
- We do not control customs processing times and cannot guarantee how long customs clearance will take.
8) Address Accuracy & Delivery Issues
Please ensure your shipping address is complete and accurate (including apartment/unit numbers).
- If a package is returned due to an incorrect/incomplete address, refusal, or failure to collect, the customer may be responsible for reshipping costs.
- We are not responsible for delays, losses, or additional fees caused by address errors or failed delivery attempts.
- If you request an address change after shipment, we may not be able to accommodate it.
9) Damaged, Defective, or Incorrect Items (Photo Evidence Required)
If your order arrives damaged, defective, or incorrect, you must contact us as soon as possible:
- Recommended: within 48 hours of delivery
- No later than: 3 days after delivery
To be eligible for review, you must include photo evidence:
- clear photos of (1) the outer package, (2) inner packaging, and (3) the damage/issue, and
- your order number.
Failure to provide the required photos and information within the timeframe above may limit or prevent our ability to assist, depending on the carrier/insurance requirements.
If the issue is confirmed to be our responsibility, we will offer an appropriate remedy (replacement if available, repair if feasible, or refund) in accordance with our Terms of Service.
10) Lost or Missing Packages
If tracking shows “delivered” but you have not received your package:
- Please check with household members, neighbors, building reception/security, and the carrier.
- Contact us promptly so we can assist with carrier inquiries.
If a package is confirmed lost in transit, we will work with the carrier/insurer to resolve the issue. Outcomes may depend on the carrier’s investigation and insurance terms.
11) Split Shipments
In some cases, we may ship items separately (e.g., artworks and frames, or multiple items in one order). If so, you may receive multiple tracking numbers.
12) Contact
For shipping inquiries, please contact us via our contact form: