Customer Service

COVID-19

In light of the reduced workforces and social distancing during this unprecedented time, we are experiencing longer order processing and shipping times than usual. Thank you for your understanding and patience.

Processing & Shipping Delay

Our warehouse will be closed for product reconciliation from February 21st- February 25th. Orders placed prior to 12pm EST on February 18th will be shipped as normal. Please expect delays in processing and shipping with orders received after 12pm on February 18th. Orders received after 12pm EST on February 18th through February 25th will begin processing on February 28th please allow additional time for processing and shipping.

Ordering

After your order is placed, you will receive an email confirming your order. If you do not receive your confirmation email within 24 hours, please contact us at service@sekkisei-usa.com

Order Processing

Online orders are processed during business hours Monday – Friday, 9am – 5pm ET, excluding major holidays.

  • Once your order is placed, you will receive an email confirmation.
  • Please allow 2-3* business days to fulfill your order.
  • Once your order is fulfilled and ready to ship, you will receive an email with shipping confirmation and tracking details. Depending on the shipping method chosen and your location, orders will deliver in 2-14* business days.
  • Orders ship from our warehouse in New Jersey.

*Increases in volume associated with promotions, major holidays, or inclement weather may cause delays in processing times and delivery windows to be extended.

Payment Authorization

All purchases are subject to bank authorization prior to processing. Only authorized purchases will be processed and shipped.

Order Tracking

When you receive your confirmation there is a choice to “view your order”. From here orders can be tracked using the Shop app or account holders can track within their account. Please follow the steps below.

Account Holders

Please log into your account and click on your order. Once your order is open, click on the banner at the top of the page to track your package.

To Track with Shop on Mobile (or other devices) please follow the steps below. For non-mobile device users (computers) please contact customer service for assistance.

  1. Click the “View Your Order” button in the confirmation email.
  2. Click “Track Order with Shop” once you have successfully opened your order in your browser.
  3. Sign into Shop or create an account with the email address on your order.
  4. Once signed in, your order details will automatically upload for tracking.
  5. Start Tracking!

Shipping & Delivery

Order processing occurs Monday – Friday during business hours 9am to 5pm ET. Orders are shipped Monday through Friday and delivered Monday through Friday excluding major holidays.

Ship Method Processing

Standard

ALL orders have a standard processing period of 2-3 business days

Priority

ALL orders have a standard processing period of 2-3 business days

Express

ALL orders have a standard processing period of 2-3 business days

Please note the following: Orders shipping via Priority or Express must be placed by 12 p.m. EST. Unfortunately, we are unable to deliver orders to P.O. Boxes. Orders destined for some locations in Alaska and Hawaii may take up to 21 business days.

Damages & Missing Items

 

If your package was damaged in shipment by the carrier or an item is missing from your order. Please notify us immediately by providing images of your order (in pdf, jpeg, jpg, or png format) with the packing slip and the items you received. Damaged and missing items will be replaced.

Cancellations

 

Regretfully, we are unable to modify or cancel your order once your order confirmation has been sent. We deeply apologize for any inconvenience this may cause you. In order to receive a full refund, simply visit the return center by clicking here and filling out the return form.

Returns & Exchanges

If you are not completely satisfied with your purchase for any reason, simply return it within 30 days of its shipped date for a refund of the purchase price, excluding shipping and handling.

All returns are processed through our returns center. Please click here to start a return.

Once your return is approved, you will receive an email with shipping instructions. Please follow the instructions for packing and shipping your return. Sekkisei is not responsible for returned articles lost during transit.

Your return will be processed promptly upon its arrival. Processing time for returns is usually 30 business days from the time the return is received. An email will be sent to confirm receipt and processing of your return.

Returns or exchanges for purchases made online will not be accepted for return or exchange at other retailer locations.

Returns or exchanges for purchases made at any other retailer locations cannot be returned through sekkisei-usa.com. Items not purchased through sekkisei-usa.com should be returned at their place of purchase.

Contact Us

Please fill out the following information to send us questions and comments.

For questions regarding online orders, please make sure to include your order number.

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