Shipping policy

Thank you for shopping at Mochi Ribbon. We ship authentic Japanese collectibles worldwide from our warehouse in Yokohama, Japan. Please review the following shipping information before placing your order.

Processing Time

Please allow a few business days for your order to be processed and shipped after payment is confirmed. Pre-orders, made-to-order items, and rare collectibles may require additional time. In such cases, an estimated dispatch date will be provided in the product description or by email.

Shipping Rates (USD)

Our main shipping carrier is FedEx. We may occasionally use Japan Post when it is safer, more practical, or better suited for the destination, package size, or carrier availability.

Standard Items

The following rates apply to standard items such as cards, acrylic goods, keychains, badges, small collectibles, and other non-special-size items.

Standard Item Order Total Shipping Fee
$0 – $150.00 $26
$150.01 – $499.99 $13
$500.00 and above Free

Figure and Large Item Shipping

Regular Figure Items: Standard-size figure items use a separate figure shipping rate. The first 1–2 figure shipping units ship for $26. The 3rd unit and each additional unit adds $13. For example, 1 or 2 units ship for $26, 3 units ship for $39, and 4 units ship for $52.

Large Items and Large Scale Figures: Bulky items, large plush, boxed sets, and large boxed scale figures may use a separate large-item shipping rate starting from $40. The final rate is calculated at checkout based on the product classification and destination.

Small Mini Figures: Small mini figures such as Chokonokko-, Hikkake-, Choco Desu-, and Nendoroid-style figures may use our standard shipping rates instead of figure or large-item shipping.

If your cart includes both standard items and figure or large-item products, Shopify may show separate shipping components at checkout. The final shipping total is always shown before payment.

Carriers

We primarily ship with FedEx. We may also use Japan Post from time to time depending on destination, package size, weight, service availability, and the safest delivery option for the order.

Estimated Delivery Time

After your order is processed, most shipments arrive within 1–2 weeks on average. Delivery times may vary depending on:

  • Customs clearance in the destination country
  • Carrier delays or weather conditions
  • Peak seasons (holidays, end-of-year, etc.)

Please note that we cannot control customs processing time or delays caused by the shipping carrier.

Tracking

All shipments include a tracking number, which will be provided in your shipping confirmation email as soon as your order is dispatched.

Duties & Taxes

For US and EU customers:
Shipping to the United States and European Union destinations is DDP (Delivered Duty Paid). Import duties, taxes, and applicable customs-related fees are handled in advance and included in the total shown at checkout. No additional import duty payment is expected upon delivery for orders shipped under DDP.

For international customers outside the US and EU:
Import duties, taxes, and any customs charges are not included in the item price or shipping cost unless clearly stated at checkout. These fees are the responsibility of the recipient and are determined by the destination country's customs authority.

Lost or Damaged Shipments

If your package is lost in transit:
Please contact the carrier directly using your tracking number. We are happy to assist with the investigation. Just reach out and we'll help coordinate.

If your item arrives damaged:
Please contact us directly with photos of the damage and your order number. Depending on the item's value and current availability, we will offer one of the following:

  • A partial refund
  • A replacement item (subject to stock)

Please reach out within 7 days of receiving your package.

Refused or Returned Packages

If a package is refused or returned to us for reasons such as:

  • Incorrect shipping address provided by the customer
  • Failure to claim from the post office within the carrier's holding period
  • Refusal due to unpaid customs duties (applicable to destinations outside the US and EU, or where duties are not prepaid at checkout)

…the cost of return shipping and any customs or handling fees will be deducted from your refund.

Address Accuracy

Please ensure your shipping address is correct and complete at the time of purchase. Mochi Ribbon cannot be held responsible for packages shipped to incorrect addresses provided by the customer. If a change is needed, please contact us immediately. We will do our best to update the address before dispatch.

Customer Support

We respond to all email inquiries within 24 hours. Occasionally, emails may be delayed or filtered incorrectly.

If you do not hear back within 48 hours, please reach out to us via Instagram DM at @mochiribbonllc. This is often the fastest way to reach us.

Thank you for supporting Mochi Ribbon. We appreciate every order and do our best to deliver authentic Japanese treasures to your door with care.