FAQs
Before Purchase
Q. How much is shipping?
A. A flat rate of 900 yen will be charged nationwide, excluding Okinawa Prefecture and remote islands. An additional 1,000 yen will be charged for Okinawa Prefecture and remote islands. Orders over 20,000 yen will receive free shipping.
Q. How do I pay?
A. We accept payments via credit card, convenience store payment, PayPay, Apple Pay, Google Pay, and Shop Pay. *A separate fee of 220 yen will be charged for convenience store payments.
Q. What are your order reception hours?
A. Orders are accepted 24 hours a day, 7 days a week.
Q. Can I place an order via email or phone?
A. We do not accept orders via email or phone. Please use our online shop to make your purchase.
Q. Do you ship internationally?
A. We only ship within Japan. We apologize for any inconvenience, but we do not offer international shipping.
Q. Can I choose the shipping company?
A. We regret that we cannot accommodate requests for specific shipping carriers. Your order will be delivered by our designated shipping carrier.
Q. When will it be shipped?
A. Your order will typically ship within 5 business days of confirmation.
For detailed shipping dates, please check our shipping calendar.
After purchase
Q. I want to return the item.
A. Except in cases of product defects, we do not accept returns or exchanges due to customer preferences.
In the unlikely event that a product is defective, damaged, or incorrectly delivered, please contact us by email within 7 days of receiving the product. We will exchange or refund the product at our expense.
Please note that we cannot accept returns or exchanges in the following cases:
- Products for which more than 7 days have passed since delivery
- Opened or used products
- Products that have been soiled or damaged by the customer
Due to the nature of food and supplement products, we cannot accept returns or exchanges once they have been opened.
Q. Can I cancel?
A. As a general rule, we do not accept cancellations due to customer's convenience after the order has been confirmed. However, we may be able to accommodate cancellations before shipment, so please contact us promptly if you wish to cancel.
*Cancellations after shipping arrangements have been made are not accepted.
Q. I haven't received an email.
A. Please check the email reception settings on your mobile phone or computer (character limit, domain restrictions, spam settings, etc.) as a precautionary measure, then contact us using the inquiry email address: info@quokka-bull.com
Q. When can I expect a response to my inquiry?
A. After confirming the details of your inquiry, we will reply in sequence, typically within 1-3 business days. Please note that depending on the nature of the inquiry, it may take longer to respond.
Regarding the product
Q. Can it be given with medicine?
A. Supplements are generally safe as they are nutritional support, but if your pet is taking medication, please consult your veterinarian regarding their treatment plan. *Always consult your veterinarian before administering.
Q. The product packaging is different.
A. As this is an imported product, package designs and specifications may change without prior notice. Thank you for your understanding.