Shipping policy
ORDER PROCESSING: Please allow 2-3 business days to process all orders for in-stock merchandise. You can expect an email confirmation within that time to let you know your order is on the way!
PREORDERS: For merchandise marked as a PREORDER, a ship-by estimate can be found in the product description of the respective item. You can expect a shipment confirmation roughly around that time but please note that our estimates may be off due to variables outside of our control. Nonetheless, we'll do our best to have orders fulfilled by our proposed estimate!
If your order contains in-stock merchandise in addition to a preorder item, your order will not be split up and will ship together once all items are available. For separate shipments, please place two separate orders!
INTERNATIONAL SHIPPING: We offer international shipping to most countries and regions. If you do not see your country as an option during the checkout process, unfortunately we do not ship there.
Shipping charges for your order will be calculated and displayed at checkout. Depending on which shipping option you select at checkout, your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. We are not responsible for these charges if they are applied and are your responsibility as the customer.
REFUNDS, RETURNS AND EXCHANGES: We accept returns and requests for exchanges up to 14 days after an order has been marked as delivered and as long as the item is unused and in its original condition. We will provide you with a prepaid return label once your request has been approved. Please note that your original shipping costs are not refunded. You can read more about our return/exchange process in greater detail here.
We do not offer refunds, returns, or exchanges on all international orders!
DAMAGED PRODUCTS/INCORRECT ORDER: In the event that your order arrives damaged or incorrect in any way, please email us as soon as possible at hello@superyaki.com with your order number and a photo of the item’s condition (if applicable). We do our best to quality check every order before it's shipped but mistakes will happen. We're human! We'll do everything we can to work towards a satisfactory solution!
LOST/MISSING SHIPMENTS: Once a package has been turned over to a carrier we are at their mercy for updates. If your shipment has gone missing, we'll do what we can to help locate it but the information you see on your tracking page is the same information we have access to. If your package has gone missing in transit or has been marked as delivered, we are not responsible for the missing package. Often times packages are stolen, picked up by others by mistake, put in your neighbor's mailbox, etc. These variables are out of our control and we do not assume responsibility!
We strongly encourage you to check in with your neighbors or reach out to carriers directly.
RETURNED SHIPMENTS: If your order is returned to us after a carrier deems it undeliverable, we're happy to ship it back out to you one more time. We'll reach out to you via email with a heads up. However, we require customers to pay a supplemental shipping cost if the return is caused by a mistake made during the checkout process. Additionally, if a package is returned and left unclaimed for 30 days we will automatically cancel your order and process a refund.
