Oyatsu Mart is owned and operated by Tokyo-born Hasegawa Co., Ltd. Since its founding in 1947, Hasegawa Co., Ltd. has been engaged in the confectionery wholesale business, placing top priority on its core business. Over the years, we have established ourselves as a local confectionery wholesaler representing the Kanto region, including Tokyo, Yokohama, and Saitama.

We position ourselves as an affordable niche brand that caters to Japanese sweets lovers who appreciate both traditional flavors and modern innovation. By providing premium quality products at affordable prices, we aim to make Japanese snacks available to people around the world.

Unfortunately this is not possible. The product is intended for international use and also cannot be delivered to a military base.

All boxes are shipped by a third party carrier. Due to non-tracking shipping methods and because we have no control over the status and location of your package if your order is lost in transit, we unfortunately cannot offer a refund or reshipment.

If your order is confirmed to have been returned to our warehouse by the carrier and our team, it will be eligible for reshipment. Once the return is confirmed, your order can be reshipped. Please note that re-shipping costs will be borne by the customer.

Please check the tracking progress and contact your local carrier regularly to avoid having your box returned.

Due to the effects of earthquakes, weather, etc., shipping and delivery may take longer than usual.

Shipping costs will vary depending on whether you purchase a subscription box or an individual item.

Additionally, due to rising transportation costs, we may have to make unavoidable changes to delivery methods, including changes to delivery charges.

After placing your order, your box will be immediately prepared, packed (within 3–5 business days), and handed over to the courier.

You will receive a confirmation email once your box is shipped from our Japan warehouse.

If you do not receive your box by the estimated arrival time, please contact your local carrier with your tracking number or contact our support team.

If your box is shipped by DHL, please contact DHL directly if you experience delivery issues (stolen box, wrong delivery address, etc.). Please note that we may not be able to provide support if you contact us more than one month after the final tracking status was delivered.

We are sorry that you encountered this situation. We strive to ensure that all boxes arrive in new condition, but unfortunately we cannot supervise the entire shipping process.

If items in your shipment are damaged, expired, or missing (such as if the box arrived in good physical condition, but there are missing items), please contact our customer support team. Under “Shipping Issues,” select “Missing Items” or “Damaged Items” option.

To help our support team more quickly resolve your issue, please provide the following photos:

1. All sides of the shipping box (applies to both missing and damaged item issues)

2. All items in the box (applies to both lost and damaged items issues)

3. Individual items showing damaged parts (applicable to damaged item issues)

Any compensation provided will be in the form of a partial refund or item replacement and all customers will be eligible for the compensation offer in the above cases.

If the contents are undamaged, damage to the item’s box or packaging will not result in a replacement. Broken items such as cookies, chips, or other breakable snacks and weather-related melted chocolate may also not be eligible for exchange.

Note: Since weather temperatures fluctuate, we cannot guarantee that your chocolates will arrive in good condition. If the temperature in your area is above 23°C (73°F), your chocolate may arrive slightly damaged. Temperatures above 28°C (82°F) may cause the product to melt during shipping. We cannot be held responsible for damage caused by temperature during shipping.

Minor cosmetic damage such as small scratches may not be covered.

Due to inventory changes, issues must be reported within 7 days of receiving your shipment. The replacement item will be shipped to you shortly after the damage or missing item has been verified by a support representative. If the missing item is not in stock, our support team may suggest a replacement item.

Simply follow the steps below to change your address.

Address changes will only be reflected on your next bill, so if you would like to change the address of an unshipped box on your current bill, please contact our support team with your complete address and we will update the address. We will help you to do so.

To update your shipping address, please follow these steps:

1. ・・・・・・

2. Scroll to the bottom of the page and select Change Shipping and Billing.

3. Click Edit under Shipping Address.

Inquiry form: Please fill out the contact form on our website.

Email: You can also contact us directly by email at .

Order issue form: Use the order placement form to report problems with your order, such as damaged, missing, or incorrect items.

Check your inbox: If you do not receive a reply within this period, please check your inbox, including your junk or spam folders, as the reply may have been filtered by your email account.

Use this text to answer questions in as much detail as possible for your customers.

Amounts paid for boxes and services are final and non-refundable. If you don't want to be charged for future boxes, please cancel your subscription before your renewal date.

We will notify you if your credit card company/PayPal issues a dispute or your credit card company/PayPal notifies us of actual or suspected fraud on your credit card account. We may suspend or terminate your account and/or payment facilities and suspend or cancel any pending box shipments.

If you open a case with PayPal/Stripe, please note that PayPal/Stripe has the final say on your claim.

If you have any problems with your payment, please contact our support team.

Please notify us of any missing or lost orders within 10 weeks of the shipping confirmation date to be eligible for a refund.

You will be charged as soon as your order finishes checking out.

Future subscription payments will be made on the exact same day and time each month (depending on the plan, once every 3 months, 6 months, or 12 months) will be charged. For example, if you order and initialize your subscription on January 2nd, you will be charged on the 2nd of the following month. Your payment date may be one day earlier or one day later than your time zone. 

Please double check your country's customs regulations. Rules regarding customs fees and taxes vary from country to country. If customs fees or taxes are charged, we are not responsible for covering them. Please note that we have no control over import taxes as customs duties are charged by local authorities.

We currently accept payments via PayPal and all major credit cards. All payments are made through secure checkout and we do not share your details with any third parties.

Prices are in US dollars. Please note that exchange rates change daily, so we are unable to quote you a specific price.