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)

Order Total Shipping Fee
$1 – $49 $26
$50 – $149 $18
$150 – $299 $9
$300 and above Free

Large Items (Plush, Boxed Sets, etc.): A separate shipping rate applies, starting from $40. The final rate is calculated at checkout based on size and destination.

Regular Figure Items: Standard-size figures use a separate shipping rate. Figure shipping starts at $13 for 1 figure shipping unit, and each additional figure shipping unit in the same order adds $13. For example, 2 units ship for $26, 3 units ship for $39, and so on.

Large Scale Figures: Large boxed scale figures, such as many 1/7 or 1/8 scale painted figures, may count as 3 figure shipping units. In that case, shipping starts at $39 for one large scale figure. Small mini figures such as Chokonokko-, Hikkake-, Choco Desu-, and Nendoroid-style figures may use our standard shipping rates instead.

If your cart includes both regular items and figure items, Shopify may combine the standard item shipping rate with the figure shipping rate at checkout. The final shipping total is always shown before payment.

Carriers

We ship with FedEx or Japan Post (EMS / ePacket). The carrier is selected based on destination, package weight, and dimensions to ensure safe and reasonable delivery.

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 customers:
Shipping to the United States is DDP (Delivered Duty Paid). All import duties, taxes, and fees are included in the total price at checkout. No additional charges upon delivery.

For international customers (outside the US):
Import duties, taxes, and any customs charges are not included in the item price or shipping cost. 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)

…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.